Cpap.com responds to reasonable suggestions

[Uncle_Bob]

I need a recommendation for a good on line CPAP vendor other than cpap.com who have recently dropped the ball in customer service as far as I'm concerned.

I'm looking for a company that does not hold up an order for weeks because of an item not being in stock. I prefer to be told that an item is out of stock when i order and if that is not possible I would expect any in stock order items to be shipped ASAP especially when dealing with my needs and timely insurance monthly billing etc. Its unacceptable to be waiting weeks especially when you repeatedly call customer service and get told its only going to be a few more days, and then those days turn into weeks

A company shipping out of the west coast would be beneficial.

Thanks
UB

[scrapper]

Very sad Uncle Bob............when I ordered a second machine, and even when I've ordered smaller items like masks, pillows, filters, etc I've had nothing but the best service. Granted my health savings credit card never works on the website and I am forced to call in.........but that might be a problem on my end and it's minor.

I've always looked to cpap.com as #1....I'm sorry to hear that this wasn't the case for you.

[RipVW]

I've always had excellent customer service from cpap.com, ordered all of my machines from them, were always shipped next day and arrived quickly. This doesn't sound typical for cpap.com, sounds like something went terribly wrong with your order.

[KatieW]

I've used Direct Home Medical.com for things that cpap.com didn't have. I did have a back-ordered item (the new S9 water tank) which took a long time to come, but they did send the rest of my order.

[blusaber]

I need a recommendation for a good on line CPAP vendor other than cpap.com who have recently dropped the ball in customer service as far as I'm concerned.

I'm looking for a company that does not hold up an order for weeks because of an item not being in stock. I prefer to be told that an item is out of stock when i order and if that is not possible I would expect any in stock order items to be shipped ASAP especially when dealing with my needs and timely insurance monthly billing etc. Its unacceptable to be waiting weeks especially when you repeatedly call customer service and get told its only going to be a few more days, and then those days turn into weeks

An company shipping out of the west coast would be beneficial.

Thanks
UB

Hi
http://www.cpap-supply.com/Default.asp

Very fast to California (2 days)

Gary

[Jimmy Chen]

http://www.cpap-supply.com/Default.asp

Very fast to California (2 days)

I've used them and are very happy with them. But I've also used cpap.com without problem too. Sometimes internet vendors just make mistakes. If they respond with apologies and try to fix things it really can do wonders. But if they weren't good to you when you complained .....

[elena88]

Im sorry to hear you had some difficulites.. I bet someone will be along to try to make that right for you..

I order from cpap.com

west coast here is one:

http://www.smrtsleep.com/

[chunkyfrog]

I've only bought one item from cpap.com, but my new Hybrid mask arrived right when projected.
I plan to order my husband's cleanable water tank for the H5i from them after the first of the year,
Maybe I'll use phone order to ensure it's in stock.

[rosacer]

Hi uncle_Bob

I'm sorry you get problems with your stock. I only used cpap.com ( ship to a friends address in USA) once and I had no problem at all.

Here is a place in Florida, prices are good (not as good as cpap.com but I have no choice) and the service has been very good always. Once they send me the wrong item, I called an right away they send what I was supposed to get.

http://www.medicaldepartmentstore.com

All the best

[Uncle_Bob]

Thank-you everyone for the recommendations.

UB

[Goofproof]

Things happen, sometimes something falls through the cracks. If you do fine a better supplier, remember what happens to me, EVERY time I go to the supermarket and change lines to find a faster checkout, I end up either behind a old lady paying with foodstamps and a check book she can't figure out with 12 hungry cats in the car, or a clerk that failed 4 grade math, and doesn't even know how to run the scanner. Jumping lines, never gets me to the truck quicker. Jim

[carbonman]

Thank-you everyone for the recommendations. UB

A pound of flesh can be sweet.....
don't choke on it.

[plr66]

I believe that Jim (Goofproof) and Carbonman said it well, UB. Many things are out of the control of the company we order from....such as the shipment date that they are given from the manufacturer/supplier of any given item. I recently found that one item in my order that I really wanted was just not available, despite the backorder date of availability reported by cpap.com. So I called & emailed them to ask about my options, and was clearly told: "We can ship the rest of your order now, and follow that with the now-unavailable item without additional shipping cost, when and if it comes back into stock." (...or similar wording). You then simply make the choice of waiting for everything to be shipped together, or not. But WHY? Just get the rest of your order if you're impatient for it, and shop elsewhere for the other item or wait for it to come later.

This seems to me to be such a simple issue of communicating well with whoever you are ordering from, and if that person doesn't have authority to go outside SOP, it's at least worth a try to ask to speak with a supervisor....in this case, possibly even Johnny Goodman. I have always found cpap.com to be incredibly accommodating and helpful.....certainly not the way you have portrayed as if intentionally stringing you along as a victim. This is IMHO and my own experience.

[johnnygoodman]

Howdy UB,

I asked our buying and CSR teams to look into this.

The product was ordered from the manufacturer on September 13, 2010 and we were provided an ETA of October 18th, 2010. We sent an email advising the item would be in stock on the 18th.

On the 21st you called to check if the package had shipped and we told you the item was not expected until the 23rd as a result of a further delay. Unfortunately the manufacturer was not able to meet even the delayed shipment on the 23rd as expected. You should have been offered an order split here.

Our system depends (heavily) on the manufacturer's delivery dates being correct and in this case we received at least three incorrect expected dates ahead of actually receiving product.

We used to auto-split orders but we learned that many people want an item delivered in a certain span or window due to vacation, travel or delivery to workplace. When they would get a "this package is coming" notice and didn't request it, they would be unhappy. Now we split orders on request and honestly I'm unsure why this wasn't offered directly as you were a good candidate on the 21st, taking your time to call in and receiving bad news.

I'm sorry this happened. We should have offered the split in this situation. I think a system that says "Product X has an updated expected date of Date Y, would you like us to ship items A and C now and ship Product X on arrival" would make a lot of sense. We don't do this now and I'm not sure our competitors do either. I've opened a feature ticket related to this issue and am happy to keep you posted if you are interested.

I hope we can keep your business.

Johnny

[haihua]

Try http://www.respshop.com. Their CS is super fast -- never got email response for more than one hour, usually in 5-10 minutes. Their prices are very good too.