The CPAP Shop Reviews

This was the worst online shopping experience I've had. We placed our order just over a week ago and they shipped it out the following Wednesday in early April. We watched the tracking carefully. It got all the way to Houston where we live, then the next day it bounced back to Jackson, Mississippi! I sent two emails asking what was going on with no response. We finally got someone on the phone after holding for 15 minutes. They explained that since we didn't pay extra for expedited shipping, they just went with regular USPS because it's cheap. They basically said too bad, it's not their responsibility. They also said if we cancelled, we wouldn't get our money back. Whatever happened to actually caring about customers? We're leaving town tomorrow so we won't even get to use our new machine, but apparently that's not their concern.

To other CPAP users out there, be cautious about buying backup battery systems through the CPAP Shop. If something doesn't meet your needs, they won't take it back period. Their listing for the portable battery says it provides about 30 hours of runtime if you skip the humidifier, and there are tons of positive reviews shown. But here's the thing, I need to use my humidifier and only need about 5 to 8 hours of battery life. It just didn't work for my situation. I'm unsure if that 30 hour claim is even accurate, but once you buy it, there are absolutely no returns allowed. I spent a few days thinking this through before ordering because I worried something like this would happen, and my fears were right. Hope this helps you make your decision.

This is hands down the worst customer support I've ever dealt with. I bought a portable CPAP machine and it had serious problems. I called the manufacturer and worked through their support team, trying different setups, masks, and attachments. The manufacturer's rep told me the unit was faulty and provided his contact info so the CPAP Shop could reach out for verification and get me a replacement. I called three times over three days asking for help and was promised callbacks that never came. On my last attempt they said it was escalated to urgent status but still nothing. They sent an email saying they'd reach out to my doctor and I should hear back in a day or two, which makes no sense for a defective machine. This was supposed to be for my camping trips and I'm totally stuck without it.

What a terrible experience I had with customer support. The representative I spoke with wouldn't even give me their name so I could file a formal complaint. They were completely unhelpful, acted like I was making things up, and refused to assist me. I'll never purchase from them again. It's like throwing your money away. I'd definitely suggest getting your CPAP supplies from somewhere else.

UPDATE: Scratch my earlier comments. These folks really understand customer service! One of their representatives actually called me personally and gave me a complete refund with no hassle. They were genuinely trying to make it right. Original review: I mistakenly ordered the wrong mask for my machine. I had to tear open the packaging to check if it would work. The box didn't have any warning about opened returns. When I contacted them, they only offered 20% off a replacement mask instead of a full refund for my $58 purchase that didn't work for me. I was pretty frustrated with their approach.

Outstanding customer support here. My shipment went out right away and when a mask didn't work out the way I hoped, they processed my refund immediately with no questions.

The customer service team here is fantastic. They really knew their stuff and could answer all my questions about the products in detail. They handled everything quickly, were easy to talk to, and I couldn't be happier with what I got. They're definitely my first choice now.

There are serious problems at this company. My full face CPAP mask headgear fell apart and when that happens to me I can end up with a-fib. I rushed to order two replacement headgears and paid a crazy amount ($56) for supposedly guaranteed second day delivery through UPS. That's way too much for something that weighs almost nothing. I got a tracking number but when I checked on it, UPS said the package was never actually scanned into their system. I tried emailing the company with no luck getting a response. This morning the tracking finally updated showing it's en route but it's in Albuquerque instead of being shipped to Phoenix by air like it should have been. I finally got through to customer service after waiting on hold forever. The representative was actually kind and said they'd refund the $56 expedited charge. I appreciate her effort, but this whole situation was terrible for getting an urgent medical supply. Now I'm being told the headgears probably won't even show up.

I'm furious because this felt like a potential scam. This was my first order and I paid without checking reviews first. They sent me a USPS tracking number, but after several days went by, USPS had zero record of receiving any package under that number. I've been completely unable to reach anyone at this company to get answers. Do yourself a favor and avoid them!

I've been shopping with the CPAP Shop for years now and keep coming back. Their inventory is solid, the service is good, and they always have great deals running. I even got my actual CPAP machine from them. What's not to enjoy?