Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a CPAP Mask with headgear and an inline filter on 11/9/2024 and was the billed by this company and my credit card was charged and they received the money and on the following Monday 11/11/2024, I received an email from The CPAP Shop That " Your complete order has shipped" and in the letter had all the full details of my order, pictures of my order and order numbers, all the order details including the addresses and everything looking legit including an **** tracking number. **********************. BUT for days when I go to **** website it keeps showing Pre-Shipment. Shipment Label Created , **** Awaiting Item, ********************* November *******, 7:05 pm I Need To know is this a joke? Am I a victim of a crime? I Can't get hold of a person. More I look around about this company, I see more people like me. Why no one can do something about this? Can people scam innocent people this and keep operating ?Can BBB help me get my money back. I don't want this item or don't want anything to do with people or company like this. I just want my money back and left alone. I haven'r done anything wrong here. I just needed something that I saw and looked legit on line and I ordered, I knew their terms and conditions , but when they sent me an email that saying my order is on it's way and it has been shipped and here is (fake) tracking number. OH well

  Business response

  11/19/2024

  Mr. ***************** you for reaching out, and I sincerely apologize for the delay in receiving your order. I completely understand your frustration.
  While delays like this can sometimes occur due to factors outside of our control, we take full responsibility for any inconvenience this has caused. The delay was researched with a ************** representative and determined that the package was initially lost at a **** facility.  **** then discovered the issue and proceeded with the delivery.  This added 2-3 additional days to their normal time in transit.  The tracking # ********************** indicates the order was delivered yesterday.
  We truly value your business and appreciate your patience during this time. If you need any further assistance or updates regarding your order, please dont hesitate to reach out to our office manager ***** at *******************
  Thank you for your understanding.
  The CPAP Shop

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Totally misleading advertising. They sale you the cheaper model without the features you need but tell you it has them all

  Business response

  03/19/2024

  ************
  We apologize for any inconvenience or frustration you may have experienced.  We strive to be transparent about all cpap specifications and content listed on our website. I can see you purchased the ResMed AirSense 10 Auto card-to-cloud model on 3/4/24 and contacted our customer service team on 3/18/24 regarding the unit not having Bluetooth.  There are several disclaimers located in the description that the cpap model you purchased is not compatible with the MyAir application via a direct connection and cannot use wireless data transmission.  We understand the importance of providing the correct cpap device and would be happy to offer you the ResMed AirSense 10 cpap model that does have Bluetooth equipped at no extra charge.   A manager will reach out today and review the details with you.
  
  Thank you,
  The CPAP Shop

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of the transaction was 1/19/2024. I purchased a CPAP machine online. I received it. Opened the box but did not use it, take things out of the box or in anyway harm it. It had several parts to it. I carefully put the things back in the box and called the company to request a refund. They told me that it had to be unused and unopened, which it was except for the enclosing box. They then tried to tell me that they had a no return policy that I was told about. I told them I was never informed of that. They listened to the call and found out that was correct. We agreed I could return it. (I am unable to use it). I paid for the postage and insurance and sent it back. I had a call from them today stating that the boxes were damaged and because it wasn't packed exactly as it had been (a cover was under something that it had been over) they would not issue a refund. If a box was torn or damaged it happened when they were processing it. When it left my house it was perfect. I might be able to have the *** person who mailed it verify that as he saw the items before taping it up again. I believe that they are discriminating against older people who need things like CPAP for survival. They went back on what they agreed to and now are lying about the condition of the package they received. I would like a full refund, an apology and return of the insurance I paid to return the package. I asked for pictures to verify what they are saying but of course they can fabricate the photos. I want other people to be warned about this company. I get an ad from them everyday so I know a lot of other seniors do also.

  Business response

  03/13/2024

  Thank you for your review. Im sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention.  Please know that your situation was an exception as we are known for taking ownership and caring deeply about our customers. Our records indicate that you received the travel CPAP machine on 1/30/24 and contacted our customer service team about 30 days later,on 2/29/24 to discuss a return. Although the boxes did have some torn areas (we can send pictures to your email), we can certainly make an exception and refund your original form of payment in full and waive the restocking fee.  It is certainly possible that the damage could have occurred during the return shipping.  I would like to have a manager contact you by phone regarding your other concerns with the overall experience.
  
  You can expect to receive an email today showing the refund is in process.  Your credit card company can take 7-10 days to fully process the refund.
  
  Thank you.
  The CPAP Shop

  Customer response

  03/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered two **** devices from the **** Store. Both were charged to my account, yet I never received. Each time Ive called to inquire, I went to automated options that were irrelevant recordings. The call was not even identified as a place of business. This appears to be a scam. Im going to pursue legal channels.

  Business response

  10/26/2023

  Thank you so much for allowing us the opportunity to clear up the concerns with your order and allowing our team to make things right.  Thank you for responding to the representatives email and scheduling your Rx appointment for 10/27/23.  A manager has also left you a message with her direct extension if there are any further concerns and to discuss the automated phone options.  I believe the issue was the original email containing instructions to set up your Rx appointment may have gone to your spam.  I have discussed your feedback with our management team and will follow up with them to ensure that this issue is prevented in the future.  Additionally, I'd like to make it up to you by refunding 1 of the cpap masks in full.  You will see a $115.00 refund to your credit card in **** days.
  
  Please do not hesitate to reach out if there is anything else you feel needs to be addressed.
  Thank you.
  The CPAP Shop

  Customer response

  10/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  The company has reached out to me in a timely manner and has facilitated completing the transaction.

  Thank you very much for your assistance!
  Regards,
  
  ***************************

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The purchased a CPAP supply for 36 dollars. The money was immediately taken from my bank account, about a week later I received an email stating the supply was sent but the tracking number didn't connect to *** or any other mail delivery service. I contacted them, they told me the order did not yet ship. I continued to contact as they continue to tell me the order is not shipped while sending this statement to my email """" Get Ready!Your order is on its way! Your tracking number and order details are below. If you have any questions, don't hesitate to reach out at ************************************* by calling at **************, or by chatting us from the website. I chat with them on their website and they cannot give me a date when I might expect my order while telling me it is not shipped. I am now requesting a refund. As I read their ******** posts apparently this is a common problem, people wait for months, can't get a refund or a reply. RESOLUTION: Either deliver the product or give me a refund

  Business response

  08/01/2023

  *************************,
  
  Thank you for making us aware of the miss-communication from our chat team concerning the delivery date.  I will relay this to the appropriate manager and our customer service team. Our records show standard shipping was selected during the checkout process, which indicated a delivery time frame of 6-7 business days.  Your order was placed on 7/14 and **** shows a delivery date occurred within the promised time frame. ****, Your item was delivered to the front desk, reception area, or mail room at 5:01 pm on July 21, 2023 in ***********, ** 64106.  Tracking # **************************.
  
  Once again, I sincerely apologize for the inconvenience and if you did not receive the order.  Please let us know and we will ship another order immediately.  ************
  Thank you

• Initial Complaint

  12/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have had two experiences with this company, both of which were disappointing: First, I purchased a travel CPAP machine to use during upcoming travel abroad. The website stated, in relevant part: "Free shipping is available on all domestic orders that total over $99. The CPAP Shop works quickly and efficiently to help get orders out in a timely manner. Most orders ship the same day if an order is placed by 3:00 pm EST Monday-Friday" (emphasis added). My order was placed AND PAID FOR on Friday, December 23, 2022, prior to 3:00 pm. Yet, almost a calendar week later, this company still has not shipped the order. Horrible experience for a full-price cash buyer.Second, my primary CPAP machine, which I purchased from The CPAP Shop, began to malfunction two months ago, after one year of use. I returned the machine to The CPAP Shop for repairs. Two months later, the machine was returned to me and it is still broken! Their proposed fix: I should go another two months without CPAP while they send it away for repair, again! So, in total, I would have four months without access to CPAP therapy while waiting for this company to make right what they made wrong.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order on 10/25/2022 and from my understanding with website product was in stock orders ship within 24 hours. I have tried to contact out to company through chat and just receive the same information as website waiting to ship ( drop shipment). Asked for refund since product was not shipped and just received don't know if they can do that since was coming from different warehouse. I think it ridiculous for company to charge credit card and have my money without providing any idea of when the order is coming. When it comes to ordering health care supplies I expect timely shipment and arrivals. With no clue when I will receive it is creating me to go through another company to get supplies necessary, while I already spent money on order that have no clue when or if I receive. Please send the product right away or issue a full refund promptly.

  Business response

  11/09/2022

  **********************,
  Thank you for your review. Im sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention.  We will certainly investigate the reason for the delayed shipment; however, we have taken the liberty of shipping your complete order direct from our warehouse with a multi size mask pack instead of just the large size.  We have also refunded your order in full.  The refund was complete on 11/8 and the tracking indicates an estimated delivery of 11/9.  The Tracking number is 1Z5Y524WYW97033506.
  
  I apologize again for any inconvenience this caused you.
  The CPAP Shop

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/12/2022 I purchased from The CPAP Shop a ******** Pilot-24 CPAP back-up battery for my CPAP because I was going on a four day camping trip. After visiting several websites I settled on The CPAP Shop and the ******** battery based on the information on their website. The website states that the average battery charge will last **** hours depending on your machines settings. I was aware my settings are on the high side and would have been satisfied with five hours of performance. I tested the unit upon receiving it and it only lasted 2.5 hours, this would be insufficient for my needs. on 8/2/22 I requested a return of the battery by phone (I sent two emails prior with no response) and I was told batteries cannot returned. Had I known this I would never had made the purchase! I perused their website before/after my request was rejected and could not find any mention that batteries are not returnable, the source of my complaint. This strikes me as being deceptive and misleading.

  Business response

  08/04/2022

  **********************,
  
  Thank you for your email. We take customer satisfaction seriously and are glad to hear from you. I would like to apologize for the frustration you've been experiencing recently with the battery run times.  Our team contacted the manufacture directly concerning the lower than expected battery run times.  We provided them with your CPAP settings and confirmed that about 2.5 hours is correct.  The run times can vary depending on the pressure setting and humidity level.  Turning off your humidifier will improve the battery run time.  If you would prefer to return the battery, I would be happy to make an exception and refund your order in full.  A supervisor will contact you within 24 hours to confirm how you would like to proceed.
  
  Please let us know if you have any additional questions,concerns, or comments, or if we may be of assistance at any point in the future.

  
  Best,
  The CPAP Shop

  Customer response

  08/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  06/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered for(AirFit F20 replacement ******** ********* for Her)) 20 masks ******* size Blue color, but still not arrive.Send me product or refund me please.my order number was **********

  Business response

  06/10/2022

  Hello.
  We wanted to send you an update on the recent order you placed with us.  I investigated your case and confirmed you placed the order on 6/4/2022 to the shipping address and suite number indicated.  According to the *** tracking # 1Z5Y524WYW93979654 , the complete order was delivered in the afternoon on 6/9/2022.  Thank you for your patience. If you need anything else or find the tracking information is not correct, please contact our customer service department.
  
  **************
  Monday - Friday 8:30 am - 6:30 pm EST
  Saturday 10:00 am -4:00 pm EST

   

  Thank you

  The CPAP Shop
  

  Customer response

  06/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards, ****************

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is impossible to deal with and they are my only option for CPAP supplies with my insurance. They sent me the incorrect supplies and it was a very long time on the phone to get the correct supplies. I was instructed that a return label would be mailed to me in 4 days (who takes 4 days to email something? ) for the return but it never arrived. I have tried calling but their lines have wait times of 30 minutes that get longer not shorter the longer you wait. In the past they sent me supplies without my approval and the charges are high. I left a message for them to call me back but nothing so far. I do not know what to do -they keep sending me things, **** my insurance company and me and I cannot get anyone to respond to me?My customer account number is *******

  Business response

  06/07/2022

  I sincerely apologize for the inconvenience and confusion this issue may have caused you.  I understand our customer service manager *** contacted you on June 3rd and spoke with you regarding what happened.  Our team has identified that the order was placed with a different company and not our website.  I am happy that *** was able to reach you, share his email in the event that this happens again, and resolved the matter.  For any questions or further assistance, please email *** or call us at **************.
  
  Best regards,
  The CPAP Shop

*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. ↩