BEWARE from BUYING at CPAP.COM

I just wanted to share an eye-opening experience with you regarding cpap.com. I went online to purchase a swift FX nasal pillow...my DME doesn't carry them yet. To purchase a full mask requires a prescription which my Dr. dragged at getting to me, but the woman at CPAP.com said I could purchase the nasal pillow in parts - as an assembly kit i.e. buy the nasal pillow separate from the headgear...but I would essentially be buying a mask at the same price without the need for a prescription. So I did it.

Now, they have a return insurance policy they have with their masks that allows you to return them within 30days at no cost. This return insurance was on my invoice I got with the nasal pillow and they even sent me an email with a FEDEX return label in case I wanted to return the mask. So it turns out I wasn't thrilled with the nasal pillow and decided to return it. Guess what? I was told since I bought it as an assembly kit and not the full mask the insurance (even though it was on my invoice and a return label was sent via e-mail) I could not return the mask for a refund.

I know we all have different experiences with companies , but I am sticking with my DME from now on. cpap.com was intentionally deceptive in my case and showed poor customer service. I will never shop with them again and encourage you all to be VERY careful if you do decide to shop with them. Their sneaky way of selling a mask in parts to avoid getting a Dr.s prescription should have set off a red flag. Using it to avoid honoring their return policy was just deceptive.

Stay away from CPAP.com and use your DMEs people.

Sorry to hear your story.

I have ordered many times from them, and always happy eithe experience!

No problems ever!

I'd think that there is more to this story than has been told ...

If you were leary about the fact they sold components to make up a mask ... Why did you buy from them?

eBay sellers do the same thing, because eBay does not allow complete masks be sold, as they require a RX.

I will continue to buy here ... Wait till you have to deal with your DME ... How reputable of a place is it that doesn't even stock a very popular mask?

It is my understanding mask insurance is only available for the entire mask.
I have not only had no problem with cpap.com, but on occasion, they have gone above and beyond what I expected.
Thank you, Johnny and Carolyn.

fishy wrote:I just wanted to share an eye-opening experience with you regarding cpap(dot)com. I went online to purchase a swift FX nasal pillow...my DME doesn't carry them yet. To purchase a full mask requires a prescription which my Dr dragged at getting to me, but the woman at CPAP(dot)com said I could purchase the nasal pillow in parts - as an assembly kit i e buy the nasal pillow separate from the headgear...but I would essentially be buying a mask at the same price without the need for a prescription. So I did it.

Now, they have a return insurance policy they have with their masks that allows you to return them within 30days at no cost. This return insurance was on my invoice I got with the nasal pillow and they even sent me an email with a FEDEX return label in case I wanted to return the mask. So it turns out I wasn't thrilled with the nasal pillow and decided to return it. Guess what? I was told since I bought it as an assembly kit and not the full mask the insurance (even though it was on my invoice and a return label was sent via e-mail) I could not return the mask for a refund.

I know we all have different experiences with companies , but I am sticking with my DME from now on. cpap(dot)com was intentionally deceptive in my case and showed poor customer service. I will never shop with them again and encourage you all to be VERY careful if you do decide to shop with them. Their sneaky way of selling a mask in parts to avoid getting a Drs prescription should have set off a red flag. Using it to avoid honoring their return policy was just deceptive.

Stay away from CPAP(dot)com and use your DMEs people.

Do you have a (valid) prescription for your XPAP machine?
If you do, that would have worked, too.
You don't have to have a separate prescription for a mask if you have one for the machine.
Did you read the section on their site about prescriptions?


Den

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Sorry you had a problem, but if you just email or talk to them via phone I am sure the problem will be resolved. CPAP.com always stand behind their product and try to iron out any problems that occur. By the way, CPAP.com own this forum I have NEVER had a problem with them in the 3 + years I have been here.

]

Hmmm...My DME has always been great. They just didn't have the masks at the time and I didn't want to wait. I have a valid RX for my machine but cpap.com insisted I get an RX sent to them. My DR. works in 3 different locations, so it was a week before his office called me and they wanted to schedule an appointment to have a mask "fitting"...I think they just wanted me to spend money for the extra visit. So I let the lady at cpap.com talk me into the assembly which now I know doesn't come with insurance even though it says it does on my invoice. But hey, if you all are happy with them, more power to ya. I have a feeling from the responses I am getting that they are probably a pretty good company...I was just unintentionally misinformed numerous times on the return policy. To each his/her own. I'm sticking with my DME.

OH WAIT!! I SEE WHAT IT IS!!! MY BAD!! cpaptalk.com is affiliated with cpap.com. HA HA ! I though cpaptalk.com was an independent user forum. of course the replies on here will be favorable to cpap.com and this will look to be all my fault. What was I thinking?! I'm complaining to the fanboys who ripped me off. What a dunce I am.

nevermind. CPAP.com is super-duper.

fishy wrote:What a dunce I am.

Well said.

If your CPAP prescription does not have an expiration date (and/or has not expired), all you have to do is scan and upload it (or fax it) to their office (CPAP(dot)COM) and you're good to go with ordering stuff from them. Your doctor doesn't have to send it to them and/or you can ask that they request one from your doctor.

On a personal note, I've been buying from them for over eight years and haven't had any problems. And, I have never and would never purchase any supplies from a local brick & mortar DME shop.


Den

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If you go to the site

https://www.cpap.com/productpage/resmed ... dgear.html


It says at the bottom of the page for the complete mask

Return On Warranty Issues Only

So ... No return ins on complete masks, I don't know what you were told or what your invoice says ...

Seems you skip over reading sometimes ...

sounds like dme employee passing thru trying to start trouble.

Guess I'm going to sound like everyone else cause I've never had a problem either, as far as I'm concerned there a great company and Thank You Johnny and Carolyn for all you do.

Nope. Great company with wonderful service.

All you have to do is scan your RX and email it.

Oh and READ the site instructions and the info regarding what you bought.

In this case the problem sits 12 inches from the monitor.

fishy wrote:OH WAIT!! I SEE WHAT IT IS!!! MY BAD!! cpaptalk.com is affiliated with cpap.com. HA HA ! I though cpaptalk.com was an independent user forum.

Same owners, yes. I didn't realize it initially either.

of course the replies on here will be favorable to cpap.com and this will look to be all my fault.

I don't think so.

What was I thinking?! I'm complaining to the fanboys who ripped me off. What a dunce I am.

I don't think we're the "fanboys" who "ripped" you off. Not sure anyone "ripped you off" on purpose. Whenever I have a problem with a company, if I don't get what I need from the person who I dealt with, I kick it up to their supervisor. Luckily you can just PM Johnny or Carolyn Goodman, and you're dealing with the top. I'm sure they'll be fair. That is what I've seen in the past--that they try to right things.

Your responses are lovely and prove my point. Being owned by cpap.com anything you would say to put the company in a negative light would invalidate your reason for being (a forum for cpap.com). Note only SleepingUgly gave an honest and logical assessment without throwing insults or accusations at me and he/she was also unaware this is a cpap.com forum. I'm wasting my time here but EVERY company no matter how good makes errors or at one time or another will intentionally or unintentionally provide less-than-stellar customer service. The responses posted here show your minds are more or less closed to that possibility. So I will just say good-bye and will let you close this thread with the singing of the cpap.com National Anthem. Maestro...HIT IT!