Linda C.

Without going into too much detail, I had decided to never purchase another thing from CPAP.com and to make sure that I shared my negative experience so others would not have the same thing happen to them. I had purchased a CPAP machine from CPAP.com and ended up having problems with my machine, After talking to representatives on more than one occasion, I paid the fee to receive a loaner and mailed my machine to CPAP.com to be evaluated, repaired or replaced. When I called to follow-up, I was told that my machine was never received. When my machine was finally located and evaluated, I was told that the tech could not find anything wrong with it, that they were mailing it back to me and for me to return the loaner. I responded to the email that this answer was not acceptable as I had numerous problems with my machine and I was not experiencing any of these problems with the loaner. Six months later, I received an email from CPAP.com to inform me that they were mailing back my machine. I was outraged and called CPAP.com to recap what had occurred. The positive to this terrible experience is that I received a call today from a supervisor from CPAP.com named Agnes who allowed me to explain the situation in detail, she had read all the past communication and was honest enough to admit that CPAP.com was in the wrong. Agnes arranged to send me a new machine, set up the return label, and explained the process. Once my machine arrives, I will be mailing back the loaner as Agnes instructed. Agnes was thorough, knowledgeable, professional and has outstanding customer service skills. She also shared that the company is addressing problems from the past and they are working to improve these customer service issues. Agnes' resolution to my bad experience has changed my negative opinion of CPAP.com to a positive one and I intend on remaining a customer. Thank you Agnes!