Complaints

• Initial Complaint

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered cpsp mask and head gear for my husband. They sent it to the wrong address and refuse to replace or refund my money. I had to pay again to order from another company.

  Business response

  08/05/2024

  Customer placed order on their own on our website.  Customer provided first and last name / phone number / email address / shipping and billing information.  Once the order was submitted, the customer was then sent an order confirmation by email which included the above mentioned, along with the items purchased.   Once shipped, customer also received a tracking email and once delivered, a delivery notification as well.  It wasn't until the package was delivered, the customer realized it went the wrong address, then called our office, demanding it was our fault.  

  Again, this was a customer placed order, and they were notified by email where the order was being sent to.  Customer also filed a credit card dispute, which we've defended as well.  Customer made this error and is attempting to get reimbursed and have product shipped to correct location.  As we filled and shipped the order as it was placed, no refund, and no reshipment are due at this time.  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a mask cushion for my CPAP machine and it does not fit my mask. It looks like the mold does not match up although I matched it to my brand and model. I called the company to tell them it did not fit. They refused to refund my money and they wanted me to buy another item and they were gonna offer $10 discount, I just want my money refunded for a product that does not fit what it is designed to! I purchased this around January 20 and I paid about $47 for it.

  Business response

  02/06/2024

  Customer went online and placed order on January 25th and placed an order for a replacement part on our website.  The item then shipped on 1/26, with USPS tracking: ***************4205728.  

  We were then contacted on Jan 29th by the customer stating he ordered the wrong size.  Our service agent confirmed the part had been opened. After review of the recorded phone call, customer confirmed they ordered a large, but intended to purchase a Medium, as this part would not work with their existing equipment.   At the bottom of every receipt, we have our Returns Policies for review.  The customer also acknowledged this policy during the checkout process as well. 

  Due to FDA regulations, and the sale of medical equipment, we cannot take back any opened items for refund or exchange.  The customer again ordered a replacement part, for an existing mask.  Customer opened package, and then wanted to return.  

  At this time, the customer declined a $10 discount for the correct size, and stated he would take this claim to the next level.  

  Customer confirmed our return policies during checkout, and is not eligible for a refund / exchange on open items.  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Cpap machine from this company on 10/29/23. II returned the machine for warranty repairs on 7/12/23. I have contacted this company 4 times concerning the status of the repair and was told that i would receive a follow call. The last call that was made, I was put on hold for 7 hours without an answer.

  Business response

  10/30/2023

  This customer was emailed on Thursday Oct 26 in regards to the repair status of their machine. At this time we're waiting to hear from the customer.  The email (which is also attached, for the time stamp) was as follows: 

  Hello ******,

  This is Dan with CPAPX following up with regards to your Z2 CPAP machine that was sent in for service.
  
  We have received word from the manufacturer's repair center. During the initial inspection of your machine, they found foreign matter that appeared like sand inside your machine. This foreign matter in your machine voids the warranty and they are requesting a repair fee to repair your machine. That repair fee would be $245.00 
  
  If you would like to go forward with the repair, please give us a call back at 1-866-992-7279 any time between the hours of 9 AM and 5 PM, Eastern Standard Time, Monday through Friday and we will be able to collect the fee and authorize the repair.
  
  If this is not acceptible, we can request the machine be sent to you as received, and you would be free to seek repairs from any other repair service.
  
  We hope to hear from you soon

  Customer response

  11/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a BPAP machine and it was the wrong one according to my doctor. CPAPX told me to refuse delivery. UPS returned it to them on 9/18/23 and I cannot successfully contact them by telephone or email. I want the money I paid returned to my credit card.

  Customer response

  10/05/2023

  CPAPX returned the money to my credit card.  The only thing I would like to add is customers shouldn't get blown off with no one picking up their telephone, and have to seek retribution against a business that is scamming people on the internet.  I'm ****** off about having to waste my time complaining to the BBB to get my money back.  

  Business response

  10/17/2023

  Customer's machine was returned, and customer was refunded back on September 10th. The customer should log into their PayPal account for verification. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Large CPAP mask for CPAPX and they shipped me a medium. They will not send the me what I paid for. The mask they sent is to small and will not work correctly, due to the cost I don't have spare mask's to use until the proper mask arrives. At my age sleeping without my mask is a serous mistake.

  Business response

  09/15/2023

  Customer placed an order online for medical supplies on 9/9.  The order shipped on 9/11 via USPS Ground Advantage shipping.  As you see by the attachments, the customer ordered a size medium from the dropdown menu of our website. Once the shipment arrived, we received an email from the customer notifying us they received the wrong size.  However, it was ordered as a size Medium.  We then replied to the customer with the return/exchange instructions which are also listed on our website as well.     

  Customer is welcome to exchange for desired size, as suggested.  However, the item purchased, is what was shipped to the customer. They would then be responsible for returning / exchanging for correct size. 

  Customer response

  09/18/2023

   
  ********** ********
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a CPAP cleaning machine (SoClean 2). When I received it, it was missing the power cord rendering it absolutely useless. I called many times and spent HOURS on hold in their phone queue. I left messages and emails which were never answered. Eventually got through and the employee said she would send me a power cord. Nothing. All I want is the power cord to what I believed was a new machine. I should’ve paid attention to the reviews that stated the same thing. This company will take your money immediately, yet it there’s a problem, forget it! Right now, I’m out just under $200 for a box that does nothing but remind me of the bad purchase. This company is the worst.

  Business response

  08/23/2023

  Customer placed order with us on 8/9.  The order also shipped on 8/9 via USPS Ground Advantage.  The order was then delivered to the customer on August 14th.  We were notified of the missing cord by the customer on 8/14, and we replied to their one email on 8/16, and also shipped missing cord.  USPS tracking shows the cord was received by the customer on 8/21.  The item purchased is still covered under the 30 day trial period if the customer wishes to return.  They can review the return instructions outlined on our website. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 26, 2023 I ordered a cpap mask kit from cpapx.com using their website ( Order # ********* ). I called within an hour and a half to customer service and cancelled the order. The next morning, they called me to inform me that they hadn't actually canceled the order because it had been processed and sent out before they could stop it. They told me I would need to either refuse the package, or send it back in order to receive a refund. I explained that my mail is left at my door and I would not have the opportunity to "refuse" it, but would pay the postage to send it back. I further inquired if I would need a return authorization prior to sending it and they said no. The next day I emailed them to confirm that I would not need an RMA and they confirmed by email that I would not. I received the package on Saturday July 29th. I open the outer package to ensure that the order slip with my information was enclosed and had written "Return" on the order invoice and resealed the package. On Monday, July 31st, I sent the package back to cpapx.com using the same method they had used, USPS ( tracking number - **** **** **** **** **** ** ) USPS confirms on their public site that the package was delivered on Aug 2nd I have emailed twice, called and waited on hold for their customer service and have received their return call and in all of these instances they say that they cannot verify receipt of the package. They actually asked me to contact USPS and request for Them to put into writing that the package was delivered. I have the emails - I have my USPS receipt - and cpapx.com should be able to provide audio of our phone conversation(s) I have never been treated in this manner in my life - No customer should be treated like this.

  Business response

  08/15/2023

  Customer's provided tracking information shows delivered to our facility on August 2.  The customer has since been refunded in full.

  Customer response

  08/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  08/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ORDER # ********* False advertising and bait & switch practice. I am utterly disappointed with lack to no response via email from customer service. CPAPXchange falsely advertised on website with photo of correct brand and label (Energy Power part no MDA60-220S24), but they shipped me a different cheaper, less durable brand (Asian Power Device Inc. part no. DA-60I24) which is cheaper, thinner cable and only one ferrite core instead of thicker AWG cable and more reliable two ferrite core. After sending many emails with no response, Dan finally agreed to send me the correct brand (Energy Power part no MDA60-220S24), but I received only part of the cable assembly (outlet plug) without the main box assembly that connects to my CPAP machine. Very upset or false information. I sent many e-mails requesting for the other half of replacement and then full refund for sending me incomplete cable assembly, but I received no responses. I gave them deadline and last chance to respond before I report complaint to BBB. Again, no response after many attempts. If I receive full refund from CPAPxchange and an apology from them, I may remove this complaint.

  Business response

  08/21/2023

  After reviewing customer emails and photos, the customer has been refunded in full. We do apologize for the delay in our response time, and for the confusion of AC power supplies.

  Customer response

  08/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩