cpap.com

Alecia, this isn't the experience we want anyone to have, and we'd like to make it right. We tried reaching out through TrustPilot, but may have missed each other. Would you give our CPAP Guides a call at 1-800-356-5221? They can pull up your order, sort out the refund, and make sure you're taken care of. We'll be looking for your call.

Hi Crystal, Thank you for sharing your feedback, and we're sorry the return process wasn't what you expected. To clarify: our 60-night guarantee covers a full refund of the product cost, with return shipping as the customer's responsibility. That's documented in our policy, and we do our best to make it accessible before purchase. We take honest, transparent communication seriously — it's central to how we operate — and we're confident our policy reflects that. Mask Returns Info: https://www.cpap.com/pages/customer-support-center?hcUrl=%2Fen-US%2F60-night-mask-fit-guarantee-761137 Machine Returns Info: https://www.cpap.com/pages/customer-support-center?hcUrl=%2Fen-US%2Fhow-do-i-return-my-order-466740 Full Refund Policy: https://www.cpap.com/policies/refund-policy

Hi Mark, Thank you for sharing your experience. Please allow me to apologize for the frustration we caused you. It is never our intention to deceive our customers. For 25 years, we’ve built our reputation as an authorized retailer of many leading brands of CPAP equipment and have earned the trust of over 2.3 million customers. Like anyone, though, we make mistakes from time to time. Clearly, you were not able to purchase the product at the advertised price, which is never the experience we want our customers to have. At the time you reached out to us, the advertised price was a valid, active promotion that was available through the promotional link provided on Facebook. Facebook is a major source of customers for us, and we had many customers successfully complete purchases using this promotion at the advertised price. If you navigated to the product page directly without using the ad link, it wouldn’t apply the promotional pricing. Or, if you viewed or applied another promo code at another time, it might also override or cancel the promotional pricing. We had no other reports of the promotion not working or any "bugs" on the site. We aren’t exactly sure why the link did not work for you, but we are sorry you weren’t able to take advantage of the promotional pricing. Additionally, we acknowledge that our customer service agent could have offered to place the order at the promotional pricing, but did not. We have reviewed this with the agent and have also reinforced our overall policies to make sure our agents are better equipped to help customers who might be having issues with any active promotion. We remain committed to transparent pricing, fair business practices, and continuous improvement in our customer service operations. As a good faith gesture, we have applied a $50 store credit to the cpap.com account associated with your email. You don’t need to do anything to claim it and the funds will never expire—they’ll be in your account the next time you log in. While we are glad to hear that you were able to find the product you wanted elsewhere, we hope you might consider us in the future.

Hi Sue, I'm sorry to hear your N20 is giving you trouble. It can certainly be tricky to pull the cushion off of the frame, but this may help: -Start with the cushion facing towards you and grab the left side of it. You want your index and middle fingers as far into the cushion as they will go, and your thumb on the outside of the cushion to support. -With your left hand, grab the mask frame/headgear where it meets the cushion and peel each part away from the other. Instead of pulling the cushion straight off the frame, you want to roll it out from either side. It shouldn't make much difference, but you may find it easier if you detach the short tube at the front of the mask first. Just pinch the flexible tabs on both sides of the hose where it connects to the front of the mask and pull it away from the mask. The manufacturer, Resmed, has a slightly different approach that may help you here: https://youtube.com/shorts/fmfDyPBvP3g?si=h9oo0QBqbnuSF5RC However, I personally find this method to be a bit more difficult and less consistent. If this doesn't help, please give us a call. It's extremely rare, but entirely possible that you received a defective frame or cushion. Our CPAP Guides can help you troubleshoot it. Please reach out to them at 1-800-356-5221, and they'll do their best to figure out what's happening here!

Hi Ben, I'm very sorry for the frustration we caused. You're absolutely right that we didn't deliver on the shipping timeline you expected and paid for—our system failed to release your order on time, and that was entirely our mistake. I do want to gently clarify what happened with the pricing, because I understand how the emails you received could have caused concern. When your package was delayed, you filed a claim through our package protection service, which initiated a replacement order. Because the sale on your machine had ended by that point (originally ~$670), the confirmation email showed the current price of $960—but you were never actually charged this amount. The replacement was fulfilled through your protection claim at no additional cost to you. Shortly after, your original machine arrived (delayed, not lost), followed by the replacement. You kindly returned one unit to us, and our records show that you were ultimately refunded for your original purchase, never charged for the replacement, and received the machine you ordered. We made mistakes along the way that caused confusion and understandable frustration, and for that I'm genuinely sorry. We're not looking to reverse the refund that was issued—we want you to have a good outcome even though the experience getting there was rocky. If anything still feels unresolved, we welcome the chance to talk directly—please don’t hesitate to give us a call if we got any of these details wrong. It is never our intention to deceive our customers, and I sincerely apologize for any distress we caused you. I hope we'll have an opportunity to regain your trust in the future as a cpap.com customer.

Hi William, We will accept an order before a prescription is uploaded but we do not charge the payment method until the order ships. The reason we do this is a bit nuanced, so please allow me to try and explain our reasoning and approach for this. The FDA legally requires us to have a valid prescription on file before we ship any CPAP machines or complete CPAP masks. Because of this, all products that require a prescription are marked on the product page just under the Add to Cart button. We allow customers to place orders without a prescription so that they can lock in limited-time sale prices. We will hold that order for 30 days while they get a new prescription, renew an existing one, or track down their current prescription with their doctor and get it to us (which we can also help with!) We do not charge the payment method until the order goes through, though it is possible your bank will put a hold on your account for that amount in the meantime. We are actively working on making it even clearer that a prescription is required during the checkout process, but we offer the ability to place and hold an order out of convenience, not to be disingenuous. We understand that this can be a surprise or unexpected inconvenience, which is why we offer on-site options for acquiring a new prescription or renewing an existing one. You can find these here: cpap.com Home Sleep Test: https://www.cpap.com/pages/home-sleep-test cpap.com rapid Rx Renewal: https://www.cpap.com/products/rx-renewal-service Of course, you are welcome to cancel your order at any time during this window, and if you do not provide a prescription or contact us within 30 days, the order will automatically be canceled, and no charge will go through. However, if purchasing through any reputable company, you will have a similar experience as they will still be legally required to have a prescription on file to ship your order. If you have any questions about this process, or if you had a different experience, we'd love to hear from you. Please give our CPAP Guides a call at 1-800-356-5221 and they'll be happy to help!