Hi Daniel,
Thank you for sharing your honest feedback. I understand how frustrating it can be to find unexpected charges on your order that you didn’t opt into. I’ve escalated this to our customer service team, and we’ve refunded the package protection fee. Please allow me to be the first to apologize to you that it took us so long to make this right.
We automatically apply package protection to every order because of the sensitive nature of the equipment we sell. This protection fee is not mandatory, and can be removed from the cart before checkout. However, I do want to acknowledge that the way we handle this could certainly be clearer, and I will be passing this feedback on to our design team for internal review.
The last thing we want is for our customers to think we’re engaging in deceptive business practices. Our intention is to provide automatic protection for the things that matter most, so our customers have recourse should something happen during the shipping process.
I’d also like to acknowledge the response you received from our customer service representative. You should not have been made to feel at fault for something that wasn’t clearly communicated, and I apologize for that as well. We will be reviewing how cases like this are handled in the future, so thank you for bringing this to our attention.
We’d also like to extend an offer of $25 store credit, which you'll see in your account the next time you log into cpap.com. We hope that we have not lost you as a customer, and look forward to an opportunity to regain your trust.
Sleeplay
lofta.com
Sleep Doctor
The CPAP Shop
DirectHomeMedical.com
RespShop.com
Alan Meds
BraceAbility