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CPAP.com has a rating of 3.91 stars from 1,471 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with CPAP.com most frequently mention customer service, live chat, and new mask. CPAP.com ranks 2nd among CPAP sites.
This company responds to reviews on average within 28 days
It was so nice to be able to talk to someone who knows about the products. I ended up buying a different travel machine than I would have if I bought online and Kelsey directed me to the most popular nasal mask which I have been wanting to try.
Package got lost in transit likely due to a wreck in the weather and their customer service is now all AI and automated. No matter what you type, they give you the same copypasted responses. I had to go through my credit card to get a refund because no matter what I asked or posted, it just kept saying 'Is there anything else I can help you with?' You pay for 5-7 business days shipping in reality it's 7-15 business days. Absolutely terrible people. Do not trust.
Do not buy from this company.
I purchased the wrong pillows for my mask (I made the mistake)
I have E-mailed the company three times with no response.
I just want to exchange them for the proper pillows.
I guess I will let them keep my money and shop elsewhere.
After my post - I was contacted by the company and given a refund.
Products used:
Mask
Hose
Nasal pillows
I mistakenly ordered a large mask cushion when I should have ordered a medium. I have sent numerous emails (to the address on the "Returns and Refunds Policy" webpage) requesting an RMA number but have gotten no reply. Apparently they don't read their emails.
Followup... company contacted me and has taken of the problem.
Hi Russell,
We are very sorry for the delayed response to your email as we are a little behind and working to get caught up. We want to take care of the return for you. Someone from our Customer Service Team, will contact you shortly to resolve your concerns.
Best Wishes
Customer Service Chad was helpful with my return.
Called, on hold 5" & decided to try live chat.
Live chat no longer an option, text / SMS instead.
Buyer be aware: I found the same item on Amazon for $7 less, no shipping, no 15% restock fee. And I got it in two days, not 10.
Hi June,
We apologize for the hold time as we are currently understaffed and are receiving an unusually, high call volume. The 15% return stocking fee is per our standard return policy. Also, we do our best to remain competitive in pricing with other supply companies and even offer price-match in most cases (unable to price-match with Amazon, eBAY and a few other companies).
Please provide us with your order number and contact information, so that we may resolve your concerns. We hope to hear from you soon!
I have one complaint. The equipment I ordered was shipped from Missouri City, TX to Fort Worth, TX on 3/18/22. The distance is 279 miles. It did not arrive. Things get lost in the mail sometimes - no problem. But the company made me wait for over two weeks before they would accept the fact it was lost! I chatted with Crystal this morning and she said she would get it shipped today. Chat folks have been very nice and helpful.
Hi Ken,
Thanks for your feedback! We are very sorry about the delay with you receiving your package. It has been our experience that although shipping estimates are listed 3-5 business days, there could be delays with the shipping company. This is why we have a policy to hold off on re-shipping the package for 10 days as the package will often show up within this time period. Again, we apologize for any inconvenience you have been caused and we hope to hear from you again soon.
Usually I have nothing but good things to say about cpap.com. However, in this case I was calling about the status of the repair of my CPAP machine. The only thing they gave me, was that the machine was still at the manufacturer. I feel like they should have called the manufacturer to give me a date on when it will be back to me. It is very difficult not having your machine when you rely on it. I didn't feel they were concerned about how this impacted me.
Hi Timothy,
We are very sorry that you are without your machine. Unfortunately, in most cases we don't have any specific date to provide our customers with, as the defective machines are evaluated by the manufacturer on a first come, first serve basis. Please keep in mind that the evaluation can take up to 6-8 weeks to be completed.
Please send us a message with your order number and/or your account information so that we may look into this for you. Once, we have further details to provide you with, we will give you a callback. Again, we apologize for all delays with your machine and the inconvenience you have been caused.
We hope to hear from you soon!
My return of unopened, unused replacement parts was a little past the 30 day return limit so initially return was rejected because of "policy". (I sent it USPS - not tracked - my mistake, my problem - understood.) But why not exceed my expectation of a repeat, potentially lifelong customer?.
Rather than accept it and explain they offered a kind courtesy, I needed to call and lobby for a credit. Luckily with Heath's (customer service rep) kind and patient assistance, (and explaining that a lifetime customer would walk), a store credit was finally granted. (Policy over common sense decisions lead to penny wise, pound foolish results and lost customers - Cpap.com - empower staff to do the right thing out of the gate!)
Hi Joseph, we're sorry that you experienced some difficulties with initially receiving your refund. We have a standard return policy to accept for refund, store credit, or exchange any unopened/unused products within 30 days of our ship date. I am showing your order was shipped in March and we did not receive it back in our warehouse until today July. I agree that from time to time, it is necessary to evaluate each situation separately, however that often requires us to communicate directly with our customer to understand their hardships in returning the items timely.
We value all of our customers and are very pleased that Heath was able to take care of you. Please feel free to reach us with any further questions or, concerns.
I got a Device from CPAP.com. The machine stops while I am asleep - more than one in a single night. Called customer service. They will take the machine back (return) and send a new one. This is acceptable, but it would have been better if the machine was not defective in the first place.
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Greetings,
We sincerely apologize for the inconvenience you've experienced.
Unfortunately, via email response times are typically delayed after the holidays due to increased volume of emails and they are answered in the order received and can take us up to a week to respond, if you need a faster response you can always reach out via phone or live chat and we can take care of you immediately. We should be able to very quickly and easily resolve this for you, which I would even do for you now but the review does not have enough information to find your order or account: if you would like to provide your order details to us such as order number and name on the account, or feel free to give us a call or live chat to get this resolved for you without any further delays. Our team is committed to providing excellent customer service, and it's disheartening to learn that your emails have gone unanswered. This falls short of the service we aim to provide.
To address this promptly, please accept our apologies, and we encourage you to give us a call at 800-356-5221 for immediate assistance regarding the return. We understand your frustration and are here to make things right. We are available 7 days a week M-F 8am-8pm and Sat-Sun 8am-5pm CST.
Thank you for bringing this to our attention, and we appreciate your understanding.
Follow up EDIT: Thank you for providing your order information! It seems none of your emails explaining your issue came through to us, but I was able to refund you in full for all nasal pillows, funds will go back on the card used in 1-3 business days.