Firstly, I recently got diagnosed with Severe OSA and was looking for a cheap alternative to my local medical supplier. Cpap.com was one of the first sites I found that would ship to me (this can be difficult as I live in a US Territory and not a state), had good prices for their machines and accessories, and seem to have high reviews on rating websites like this one.

This sounded fantastic, right? Well then why is my review one star and the title so negative? Well let me go over what should honestly have been illegal on this websites behalf.

Things from the beginning started off poorly. Ordered my cpap device for a good price (Resmed Airsense 11 on its seemingly perpetual $995 USD sale) and everything seemed to go through quite smoothly. I waited for over a week, checking every few days on the status. An unfortunate part of living so far from the mainland US is having to deal with USPS for most shipments, and sometimes they can be very slow. But after never seeing my order change from some, "Pending Carrier" status, I sent an email asking if there was an issue. Got a pretty quick response that the device had already been shipped, and they included a tracking number.

Ok? A bit inconvenient finding out this way. Especially because if I hadn't checked when I did, the device might have been sent back to them. It turned out that it had already arrived at my local USPS facility and had been pending pick up for over a week. Fine, I didn't care, I had my cpap machine and was just happy that I could start my treatment and try to finally get proper sleep.

Well things went completely downhill from here. While learning all I could about my new cpap device, I found out from the included user manual that there's a heated silicone tube for use with the humidity function of the device, included in the packaging. I found this weird cause all that came with my machine was some no-brand, made in China tube. I didn't think much of it at the time, figured the heated tube was just for additional comfort anyway. I went about using my device for the first few nights and very quickly learned why there is supposed to be an included heated tube.

I won't go into detail, but it involves a problem referred to as "rainout", which I was unlucky enough to learn about by water boarding myself shortly after waking up the first morning using my new device. Either way, an awful start to trying to learn to live with a disability. A machine that's supposed to be helping me, ended up torturing me on my first day. Definitely left me a bit traumatized about going back to sleep with the machine hooked up to me.

Anyway, I went and did some digging and ended up finding out from my local medical supplier (they just happened to receive the same cpap device that I purchased) that it does in fact come with this special heated tube. They showed me a brand new, completely sealed box for the exact cpap device I bought, which they then let me open to confirm what tube it came with.

Now one thing I learned about buying a cpap device online. If you have a prescription from a doctor, you can provide this to the seller so they can pre-configure the cpap device to your prescribed pressure settings. So when I received my device from cpap.com, I didn't think much about the fact that the package was already opened, seeing as they had to open it if they were gonna configure the pressure settings for me.

This made me realize that they must have swapped the heated tube out during this process. Furious about this, I emailed cpap.com support asking why mine did not come with the heated tube. Again, I received a quick response back, but this time advising me to call in to find out more as they couldn't tell me over email…for no real reason I guess.

Well their call center isn't 24 hours, and is only open during typical business hours in the ET timezone. Add on the difficulty of living on a US territory (particularly one in the pacific) which is in a timezone thats almost completely opposite to that of the mainland US (even more so with ET). Either way, waited up late one night and called in to find out.

Turns out this was a waste of time cause I got fed some crap about there being different types of the same item they receive as a reseller, one of which does not come with this tube. Whether or not this is true wasn't the point though, they should at the very least indicate on the product page that the heated tube isn't included, or you should plan to buy it to avoid rainout issues. I moved on and gave up almost $60 USD just to buy back the stupid heated tube they took from me (I really did not want the chance of water boarding myself again).

Well I waited a few days, and after how things went with the cpap device itself, I knew to keep an eye on the order status. Right away I saw something weird was going on. They had decided to use FedEx smart post to send me this tube, normally a much more expensive option than just using USPS, like they had done for the much more expensive and bigger cpap shipment to me. This went as well as I expected and the item took two weeks going nowhere before FedEx decided to update the tracking that they didn't want to deliver it and were returning it to the sender.

Even further upset now with how long this was taking (I was currently relying on janky methods to reduce my rainout issues), I sent an email telling them the tracking status and that I just wanted them to send a replacement to me through USPS, without waiting on FedEx to return the original tube first. Weirdly this time it took them several days to respond, and like the last time, the email simply apologized and told me I had to call in if I wanted to get anything done.

So I once again waited for our time zones to align close enough for me to call in, explained everything to the nice lady on the phone (she was genuinely considerate about my issue and very helpful) and she got a replacement order set up right away with USPS set as the specific carrier. Well I again waited a few days, already having zero confidence in this website, only to see this new order I had was now on "Hold" status.

Well this was just great, it'd been about a month by this point since I gave them my money, just to buy a stupid tube I shouldn't have needed to buy in the first place. I once again emailed asking why my order wasn't shipping. It had taken so long by this point my original order had already returned to them by FedEx. Got the same response again that they were very sorry but I needed to call in if I wanted to get anything done.

Completely out of patience at this point, I forced them to refund my order (they literally took my money a month before and my purchase was still sitting in their warehouse) and explained how good a job they've done teaching me that relying on greedy and uncaring companies for a product or service you have to rely on to live a normal life, is an absolutely soul crushing experience. I normally don't bother doing anything more than giving a 1-5 star rating for something, but this experience has made coming to terms with my new lifestyle (a lifestyle I did not get to choose) significantly harder than it needs to be, and I feel obligated to try and help others who may be in a similar situation avoid this evil company. Coming to terms with a disability can be hard enough on it's own, but having to also deal with greedy companies like cpap.com, who take advantage of us because we're required to rely on products they sell, is in a league of awful on its own. If I can help even just one person avoid what I dealt with, I'll be happy.

Avoid this website at all costs! They have completely unethical practices that I honestly don't understand how they aren't considered illegal scams on us consumers. I've moved over to respshop.com for my cpap needs, and they seem to be a much better alternative.

Oh I had the best experience! My apnea had been deemed severe, with over 50 episodes PER HOUR! Holy cow! I called and had machines overnighted. Korinne was the persons name at pap.com, and she let me call back and ask for her. But I actually called 2 times, 2 separate orders. 1 for a resmed11 with mask, then another for a travel setup with a mask as well as an additional mask for when my nose is plugged up.
Stacy helped me with the resmed11.
Then, Korinne actually even called me back to help me know what I needed, since my nose mask was blocked due to congestion, helped me to order a Mini travel setup, facemark AND said I could simply use some sort of apparatus that will allow my new full face mask to be used with both mini travel as well as home machine! I felt so good about her knowing every single thing, and taking the time to explain to me 3 or 4 times, without getting upset at all. She was wonderful! They both truly were! Im a newbie... so I knew nothing at all about snore machines!
The machines are sooo comfortable you truly can sleep without being bothered. I began by hookimg up the machine while I watched tv to get used to it. It was easy! Then, I put the hose barely tucked at my side so it would not pull. It adjusts all the settings automatically for me, does all the work, so easy! And the pillow mask for HER XS size is perfect for my little nose! BUT it included 3 sizes of "nose pillows" theyre called, "nose masks" I call them.
My rested kept a diary online, on an app, and said I was 88% successful!
Wow! Yippeee! I cannot tell you how scary it is to learn my oxygen saturation rate was at 69% while I sleep, at 60 years old, thats not something I want to hear. Now with the full facemark for HER, I sleep better than ever, even when my nose is plugged with allergies etc.

Im so very grateful these folks and their patience, kindness and guidance helped get me on a healing path!
THANK YOU Korinne and Stacy!
Thank you RESMED and Thank you CPAP.COM!

Kind and happy regards, Kelly Bennett

I can't say enough good things about the online chat support. I had four interactions, two with Kayla and one each with Agnes and Daryl. All were quick, responsive, and friendly (at least as much as an online chat can be friendly) and did their best to resolve my issues.

I've been using a CPAP for about 20 years and pretty much can't sleep without it. My 15 year old Respironics machine died a week ago Saturday, and when I called my insurance company's in-network provider for a replacement the best they could do was put me on a 4 to 6 month wait list. I found cpap.com and ordered a CPAP on Monday. Within minutes cpap.com faxed a prescription request to my doctor, and of course the doctor's office lost it (not the first time something like that has happened, so I'm 99% certain the issue was with the doctor's office and not cpap.com).

I checked my order status Tuesday and found it was still waiting for a prescription. I tried the online chat, and Kayla told me the request had been faxed at 10:06am Monday (this is how I know it was within minutes of me placing the order). I went back to the chat and connected with Kayla again. She resent the request and had an agent call the doctor's office to verify that they received it. I know that happened because the doctor's office told me that when I called to check up on it. At that point it was "on the doctor's desk/computer waiting for signature".

Wednesday morning my order was still waiting for a prescription, so I called the doctor again and had a little hissy fit. They assured me the prescription was in hand and was being faxed right then. A few minutes later I got an email saying the prescription had been received. Then it dawned on me that after the doctor's delays it would be worth paying for a shipping upgrade so I went back to the chat. Agnes tried, but cpap.com's fullfillment system is so fast that it was too late to change. No fault of Agnes's, I was just too slow (due to lack of sleep) to think of it.

Now for the unfortunate part. cpap.com uses FedEx for shipping, and in my experience FedEx is less reliable than the post office. The order was sent out for delivery Saturday, but the driver claimed the address was incorrect (it was not) and it went back to the FedEx hub. I tried calling FedEx, but once a shipment is flagged as "wrong address" all you can get is a pleasant voice that says "The address can only be changed by the shipper. Please contact the shipper." There is absolutely no way that I could find to talk to a human and explain that the address is correct and how to find my house. Note that this is the third time this has happened with FedEx, and the second time in less than two weeks.

I went back to the chat and vented to Daryl (sorry!). Daryl had an agent contact FedEx and verify the address. FedEx sent it back out Sunday, the driver marked it as "wrong address" and took it back to the hub again. Once again "wrong address" is the kiss of death and there's no way to talk to a human. I went to a local FedEx office to try to get a human to help, but no, they couldn't do anything but tell me to call the 800 number. Customer service is just not their thing.

At that point I had to take the only option availble in FedEx's "customer support" phone menu: hold at location. That means FedEx ships to a FedEx store relatively near the real destination (20 minutes away in my case) and you have to go pick it up there.

Note that you can only pick it up if you have goverment issued ID with the same address as the address on the package. In other words, if the address is wrong you can't pick it up, but if the address is right they can't deliver it and you have to go pick it up yourself. This logic is kind of hard to wrap your head around when you haven't had a decent night's sleep in over a week because you don't have your CPAP machine.

In any case, I went and picked up my CPAP yesterday and had a blissful night's sleep last night.

I strongly recommend cpap.com abandon FedEx and choose a different shipper. USPS and UPS both deliver to my house without any issues.

Aside from that I am pleased with my new CPAP and highly recommend cpap.com.

Daryl was a big help to me finding filters for a Dream station2 CPAP machine it was hard finding them

Good price on all products you need to keep up good maintenance on CPAP machine...

Brandy t. Was very pleasant and helpfull... a pleasure to talk with... i will reorder again...

DASHA S. WAS THE REP THAT TOOK MY ORDER. SHE WAS VERY HELPFULL, INFORMATION, AND ANSWERED ALL MY QUESTIONS. HIGHLY RECOMMEND CPAP.COM!

Excellent job. Heath was awsome. **************000*******000*******000**************000%

I called cpap.com on my short morning break at work thinking I would grab a few prices and gather some information. Heath is the representative that took my call. He was super patient with me! He answered every question, spoke clearly in layman's terms do I not only got answers but understood the information he shared with me. He located my prescription promptly in less than two minutes. I have been waiting since 12/13/2019 for communication with a competitor of your business to communicate just the next step in their process, not a resolution. I am overwhelmed with this personal attention. He gave me amazing emotional support since just his tenderness and patience me feel cared for. When I asked him for a price on a Bipap machine, he stated that he could see that the prescription requested a Cpap machine and he submitted a request for the physician to reevaluate the request and advice me to do the same. I found that the nasal pillows keep my airway open compared to the full face mask chasing my airway through apneas during my sleep duration. He said that I can choose that for my comfort. I have used facilities that I could go inside and greet people but NEVER have I received this thorough personal care that Heath gave me. I know that being acknowledged for a job well done helps motivate people to do well for the service they provide. This guys is beyond that, it's who he is. Sure you can set up screens for callers to read back to your customers but the heart Heath put into this time helping was beyond your training to give consistency on every call. He cared about me and my plight! Perhaps you give a shout out to each employee when they do have great feedback, this care showed loyalty to what you represent but beyond great pricing since I have bought a few supplies over the years, beyond the money you spent/ earned with the design of the easy to navigate website. Heath made CPAP.COM 4D(dimensional) for me. Why would I want to shop anywhere else? I don't! So I hope that you will reward him in a monetary way because he secured you a customer for life with his own loyalty to his character to give the best everytime. I left his care feeling that he will always treat everyone with "his" best customer service! I can't thank you enough for having someone on your team so professional and caring!

Highly commend Nadira for her superb customer service provided in resolving the RMA of my CPAP unit.