cpap.comReviews of cpap.com

I had some further questions about buying a new machine and the phone rep Daryl answered them all easily and clearly. My panic about the old machine breaking down has been calmed! Thanks!

great customer service, they actually pick up the phone and answer emails

Super helpful and efficient service. I called to understand how to use the ResMed Mini and she was able to help me right away. She was friendly and knowledgeable.

Daryl was very helpful in suggesting solutions for the wind noise.

I tried to return a battery that stopped working after 1 hour, but the saleswomen kept interrupting me and kept getting defensive. They told me it doesn't work more than 1 hour if you use heating and a humidifier, but nowhere on their website or their manual does it say that. It shows that it cuts the time by 2/3rds (bringing it down to 10 hours), not down to 1 hour. I have Covid-19 and they hung up on me and refused to talk to me.

This is my third Airsense CPAP. I know how they work — they’re fabulous and they’re quiet -- or at least the first two I bought were quiet. This third one has a high-pitched whistling sound that both I and my wife noticed. It's annoying, and it's not part of the makeup of this machine. So I applied for a return to cpap.com for testing and either repair or replacement, seeing as it’s malfunctioning on the noise level of things (everything else is fine). My Warranty Claim (WC) was received and confirmed October 28,2024. I was sent return instructions. However, I wanted to make sure that I wasn’t making a fuss for nothing and would end up without the CPAP for however long it might take. I still had my previous Airsense CPAP in the attic which I kept for “just in case” and thank God that I did that! I spent the next several weeks using my old CPAP (remember it’s the EXACT same model, and was already flashing the sign saying the motor was reaching the end of it’s life) and both I and my wife noticed that it was practically silent compared to the new one. On or about November 22 I sent the new and faulty CPAP to cpap.com. I had already been notified that it could take 6 - 12 weeks because of the testing at cpap.com, and then if that didn’t deliver proper results, then it would be sent to the manufacturer for further testing. It apparently arrived to cpap.com (or at least they sent me notification of arrival) on December 9. It took 17 days to get from Rhode Island to Stafford, Texas. Really? Again, I thank God that I had a spare because I’d’ve been in bad shape just by then. And so the weeks went by until on December 17, I receive a notification that (apparently) since cpap.com wasn’t able to discover anything wrong with the Airsense CPAP, then it would have to be determined by the ResMed company. I received another notification on December 31, 2024 that my CPAP was received by ResMed and was pending testing. So once again, it takes 13 days to get from Stafford, Texas to San Diego, California. Lemme tellya sumthin’ — I’ve been selling on eBay for many years, and it’s NEVER taken that long to send a package to anywhere in the USA. Slackers! On January 24, 2025 I got word that “We have received your device back from the manufacturer. The manufacturer indicates that repairs were made to the device and it is now functioning properly.” I don’t recall the date when I received the package at home, but all things being equal, we’ll use the 17 days it took to go from my house in RI to Stafford, Texas. The total length of time that I was (technically speaking) without a CPAP (a necessary medical device) was basically 4 days shy of 3 months. To make matters worse, there’s absolutely NO DIFFERENCE in the noise level. So someone is a liar. There were no repairs done to the CPAP, because there was no need for repairs other than the noise level, which to my mind would mean that the motor itself has something wrong with it and therefore, the only “repair” should’ve been to replace the motor, or to replace the whole dang unit. So seriously speaking, this is the worst customer service I’ve ever experienced. I’m not one of those “1-star or 5-star” reviewers who can’t see anywhere in-between a fabulous experience and a horrific one. I only ever read one or two one-star, as well as one or two of the 5-star reviews, and then spend a bit more time reading the 3-star reviews, and from there I can typically figure out what the truth is, somewhere in the middle. But this falls somewhere around 2-stars for cpap.com because at least they sent it to ResMed for further testing (though I don’t know why they weren’t able to see/hear that indeed the motor was louder than usual. But for ResMed, they get 1 star, because that’s not how CS is done. You don’t outright lie about what was done. So I’m pretty sure I won’t be buying from cpap.com again, and I’ll be studying up on alternatives to ResMed products, which is too bad because otherwise I really like and have benefitted from, my Airsense CPAP.

Fast and professional service. Thanks!

Great experience shopping with Mylene. Was super helpful thru the entire process and was very knowledgeable. can't wait to get my travel cpap.