Buyer Beware BBB Rates Cpap.com with an F

[Cuda]

Johnny, the product is opened now as I took the pillow cover to get something for the $60 I spent. Let me know if you still want the pillow back. Its sitting on my floor so I am not sure if you can resell it as its opened now, your call. As far as my business like I said all along I just wanted to have it made right. Those new pillows are junk, you can roll them up and smoke them, that's how little material is in them. No support whatsoever. The original it was to replace could barely be bent in half. I realize it was a product change by the manufacturer though.

I think that is where the breakdown happened. I was told on the phone you guys would take it back if the product changed but was called back to say it wasn't. Without having an old one to actually feel I can understand who you guys may have arrived at that conclusion though. They do LOOK the same.

I was told you guys try and note changes to the website when this stuff occurs so I was just upset I had to pay to return something that was from no fault of my own.

But like I said its opened now so let me know if your offer still stands. I don't need a refund, I would accept credit as well as yes, I would be a cpap customer again.

As for the BBB I have heard that buying into it helps with your rating so I never trusted them that much. Forums are usually the best source of information.

[Pugsy]

Why does this response above from Johnny not surprise me at all?
This is why so many of us are so quick to voice our loyalty to cpap.com and raise our hackles to defend them when they get bashed.
They are more than just the sponsors of this forum...I think of them as another part of this extended family we have here and good friends too.

[jnk]

A+ for Johnny and CPAP.com.

F- for me.

[johnnygoodman]

Howdy Cuda,

What a classy reply after waiting so long. Thank you. My offer stands.

We would like your pillow back as it is physical evidence we can take to the manufacturer to say:

1. This is a problem.

2. Here is an example of negative impact.

3. Please fix this and/or tell us when it changes so we can maintain accurate product pages.

You've put a negative pillow review in I hope?

"Those new pillows are junk, you can roll them up and smoke them, that's how little material is in them. No support whatsoever. The original it was to replace could barely be bent in half."

If I read that zinger in a review, I'd stay away or try another brand. It would be good to steer others in the right direction.

If you don't already have an email in your inbox, you should shortly.

Thank you,
Johnny

[old dude]

Why does this response above from Johnny not surprise me at all?
This is why so many of us are so quick to voice our loyalty to cpap.com and raise our hackles to defend them when they get bashed.
They are more than just the sponsors of this forum...I think of them as another part of this extended family we have here and good friends too.

My experience with them supports this point of view.

I have additionally found their phone reps to be quite well informed and most helpful when trying to make a decision about somewhat complicated equipment.

[kaiasgram]

Why does this response above from Johnny not surprise me at all?
This is why so many of us are so quick to voice our loyalty to cpap.com and raise our hackles to defend them when they get bashed.
They are more than just the sponsors of this forum...I think of them as another part of this extended family we have here and good friends too.

+ 1

[Wulfman...]

CPAP(dot)COM is a "class act" with everything they do.


Den

.

And that's why I said what I said on the first page of this thread.

People with "problems" (perceived or real) could get them resolved without all the hand-wringing and negative comments if they would just contact Johnny or Carolyn directly.


Den

.

[kaiasgram]

A+ for Johnny and CPAP.com.

F- for me.

Nah, we would raise our hackles to come to your defense too.

[Bill44133]

OKAY! Let’s get a protocol going! Firstly when commenting one has to write this:
“CPAP.com is GREAT”:

Then you can slander the DME’s, you can name them, slander the doctors, you can name them, slander the tech, you can name them, etc…… Keep going…. As long as you are not venting against CPAP.com…..now….now!

Pesser, I hope after you review what Mr. Goodman wrote you understand why the people come to his defense immediately.

cpap.com is a wonderful place to do business. I wish everyone I did business with would give back to its customer the way
these fine people do.

This website is filled with VERY Smart and Caring people. If they say something you can take it to the bank.

I wish you well

[Cuda]

I put in a negative review for the pillow at the time but it did not take, maybe it was too long or something I don't know. I whined and complained on here but did not put in a negative review elsewhere, as I said the forum has done a lot for me and that was free. I just vented a few times.

The pillow actually looks the same as the old one as I stated above. The first pillow I had was very firm, at the time I purchased it I thought almost too firm but after trying it I really liked it. The whole idea was so a side sleeper would not have the mask move while sleeping. It still has a 2-3 inches of support, the material in it was firm. When new it was very stiff just trying to bend it in half. After about a year or so it started to wear down and I wanted a clean one.

On the website you guys have that was made easy by recalling the replacement. The new pillow seems to be filled with cotton balls or something. There is no firmness to it at all. Maybe they did that as other people complained about the first one being too stiff. I suppose its possible I received a bad copy. I was able to "roll it up" from end to end, something not possible with the first one.

Later on I tried to use it and when I put my head down on it my fears were realized. It crushes down to about 1 inch or less of support negating the need for it as my mask hits the bed, I woke up and my mask was crushing my nose and leaking. I started using the old one and have been every since.

My mask was actually crushed into my nose when I woke up causing a nose bleed which is exactly the problem I had before I found this type of pillow.

The old style was much better, I think you need a good 3-4 inches of firm support on these side sleeper pillows so you have the support and a decent "pocket" your FFM can sit in and not get moved around.

I appreciate the response. My history here will show I can be hot headed. Most of that is due to sleep problems, go figure. Lately we have had some other serious issues going on and I tend to get in the mode of "what now!!!" and fly off the handle. I also own a small business and like yourself became very good at turning a disgruntled customer into a happy customer which tends to make your best referrals, those that can say. "I did have an issue but ultimately it was resolved"

I never found a need for the BBB either. My go to line with a customer that had a problem was "Well first of all I am going to take care of this, now, how would you like to see this resolved". Usually that removed the emotion from the conversation and I was able to fix the problem. All companies have issues, its how they resolve them that counts and yes....some customers will fight any attempt at resolving the problem.

So I apologize I did not try harder to contact you.

I changed the subject on this post but will refrain from posting on this thread after this to avoid giving it another bump, thanks again. As far as my response time last time that was luck. I was typing up something else answering a forum member when I saw your post, so I had to delete what I was typing and answer you. Great timing actually!

[archangle]

Well, I've ordered from them a number of times and got what I expected to get for the price I expected in a reasonable time.

Maybe I need to have some sort of problem with an order before I can really evaluate their service level, but for now, I'm happy.

[Drowsy Dancer]

OKAY! Let’s get a protocol going! Firstly when commenting one has to write this:
“CPAP.com is GREAT”:

Then you can slander the DME’s, you can name them, slander the doctors, you can name them, slander the tech, you can name them, etc…… Keep going…. As long as you are not venting against CPAP.com…..now….now!

Pesser, I hope after you review what Mr. Goodman wrote you understand why the people come to his defense immediately.

cpap.com is a wonderful place to do business. I wish everyone I did business with would give back to its customer the way
these fine people do.

This website is filled with VERY Smart and Caring people. If they say something you can take it to the bank.

I wish you well

+1

[letsride]

Cpap.com gets an "A" From Me!

[49er]

Hi Bill,

Pesser, I hope after you review what Mr. Goodman wrote you understand why the people come to his defense immediately.

As a cpap.com fan, I now feel that the OP was a troll trying to stir up trouble. However, I would still rather give someone the benefit of the doubt and be proven wrong vs. accusing someone of wrongful behavior and driving them away from this site. I still feel that Kteague's point that if this was a legitimate poster (and now I am not sure that he was), if he had a bad experience with cpap.com and his only reference was a BBB F rating, it was understandable he would feel the way he did.

By the way, I think I feel the way that I do because I had a few very frustrating experiences with cpap.com that fortunately were resolved my Carolyn Goodman. But if I hadn't known to contact her, to be honest, I would not be a happy customer. Since she went beyond what I expected in resolving my problem, I am a big time fan.

I guess what I am saying is why not suggest to an unhappy customer that contacting the Goodmans would lead to a resolution. Why not take the high road on these type of issues instead of writing the posts that were written?

cpap.com is a wonderful place to do business. I wish everyone I did business with would give back to its customer the way
these fine people do.

Completely agree. I have recommended cpap.com to a family member who also has sleep apnea because of the Goodmans.

This website is filled with VERY Smart and Caring people. If they say something you can take it to the bank.

Definitely agree that there are very smart and caring people on this site. But I don't agree with all the advice that is given and I would expect that people wouldn't always agree with what I write. Heck, even the top doctors in the world aren't going to always agree with each other so that is to be expected.

49er

[Pesser]

OKAY! Let’s get a protocol going! Firstly when commenting one has to write this:
“CPAP.com is GREAT”:

Then you can slander the DME’s, you can name them, slander the doctors, you can name them, slander the tech, you can name them, etc…… Keep going…. As long as you are not venting against CPAP.com…..now….now!

Pesser, I hope after you review what Mr. Goodman wrote you understand why the people come to his defense immediately.

cpap.com is a wonderful place to do business. I wish everyone I did business with would give back to its customer the way
these fine people do.

This website is filled with VERY Smart and Caring people. If they say something you can take it to the bank.

I wish you well

Bill44133:

If you are indeed wishing me well…thank you!

I can understand that you all like CPAP.com. Fine….What I do not understand is why all you guys can slander doctors, DMEs, techs, etc… but are so defensive of CPAP.com. OK so you all had good experiences and are completely in love with CPAP.com. Hell I did not know they were supermen and superwomen! I most certainly will start shopping there. I’m in Canada and there is nothing up here that can beat their prices, and from you testimony nothing in this world can beat their service. But all of you should remember that for those of us who don’t know CPAP.com; you guys look like you were paid to defend them. So what….if someone is venting and is wrong about the problem! Can’t they do that on a forum! Come on guys….if the venting had been against a doctor….no one would have called this person a troll.