CPAP Store USA Reviews 8

While visiting Las Vegas, I realized that I left my power cord to my Air Sense 10 on the dresser at home. It was Saturday afternoon and I was panicking thinking about the sleepless nights to follow when I came upon the Las Vegas location of CPAP Store USA. I called found out they carried the power supplies and they were open! John was very helpful, found one in stock, I grabbed a cab and slept well! Crisis averted!!

Susan, with customer service has been extremely helpful and answered question after question, after even more questions. I am extremely thankful for all the information and the extensive support in helping me.

The Soclean 2 machine I purchased turns out not to be 100% compatible with my CPAP machine. They won't allow me to return it because I opened the box. The only way I was able to discover the compatability issue was to open the box and read the instructions. Catch 22!

This addition to my original review is in response to The CPAP Store's rebuttal to the above review. The seller disagrees with my contention that the product is not compatible with my CPAP machine, based on the fact that with an adapter, I can use the product as a stand alone machine. I chose this product, because it can be permanently connected to the CPAP machine and set to run automatically, daily. This machine cannot do this with my particular CPAP machine. Therefore, it is not compatible for the way that I intended to use it. I asked to return it either for a refund or a product that can connect, as advertised. My request was flatly denied with no effort to help me. The support specialist mentioned that it could be used as a stand alone with an adapter. Even though I provided her with the make and model of my CPAP machine, she made no effort to assist or even tell me the specific adapter that I would need and how much it would cost.
Regarding the explanation for the no return policy, there is a big difference between returning a used respiratory product and one where the box was opened to read the instructions. Who returns a product without opening the box to examine the product. In my opinion, this is a no return policy. I've never dealt with a company less responsive to the needs of its customers

Horrible! As many of the reviews said, that they charged me right away, but it’s been a month and they haven’t shipped out yet. I emailed the customer service a week ago about it not shipping the order yet, but they have not respond. Not even to say That it was out of order stock or anything, they just didn’t respond. Thankfully I didn’t spend a lot of money. I did think it was strange that I needed to only spend $40 for free shipping when most places were $49 to get the free shipping.

Bad customer service. Shopping elsewhere from now on.

I ordered a CPAP mask, it was a large mask with large pillows, I was sent a medium mask with large pillow, I made them aware of that the day I received it, they admitted their mistake, and said they would look into it, after over 12 emails, and multiple attempts to call them on their toll-free line, which goes to a plumbing company, I am assuming that they stopped communicating because they know they messed up. And they don't want to give me back my money. So I would recommend that you find somebody else to get your CPAP supplies from, because this place ain't going to be the ones that's going to treat you properly. They'll give you the wrong equipment keep your money and won't talk to you.

This review is regarding the online arm of CPAPstore Las Vegas: CPAPstoreUSA. I bought a Philips headgear that was advertised as an "online special." The page did not say that it was a clearance item, that fact will be important in a minute. The headgear is so old, even though it was unopened, that it was totally dry-rotted. It looked fine in the package, but as soon as my wife slipped it on and removed it, it literally fell apart. I immediately contacted the store, sent pictures and requested a refund. Their first response was to tell me that it was a brand-new, unopened item. The inference was that I was somehow scamming them with pictures of an old headgear and that they would not issue a refund. I suggested that they remove one from the package and check it themselves with their remaining stock which, to their credit, they did. Next, they sent me a picture of the one they un-packaged. It was clear in the photo they emailed that their "new" item was also beginning to separate at a fold as well. In that response they indicated that the headgear was a "clearance" item and, per their policy, there were no refunds on clearance items. I again asked for a refund, and advised them that I had not yet reviewed their product online, but that if they continued to stonewall me, I would post a review and it would not be flattering. Their last response was that they did not appreciate my "threat' of a negative review. It was not a threat in any way. This is an accurate and truthful accounting of their poor customer service.

Update 6/24/25. Nearly a year later, the CPAP store responds with a message that conveniently misses the whole point. Yes, the package they sent me was unopened. I had to open it in order to determine that the product they sent was very old stock, and dry rotted in its package. The "obvious signs of use" they refer to are simply the dry rot of the product. I contacted them the same day that I got the package, I was never able to use it because it was literally disingrating in my hands.

I ordered a full face sleep apnea mask from cpapstoreusa.com and received a nose pillow mask even though the accompanying invoice had the correct mask. I contacted customer service by email and included a picture of the wrong item and the shipping info. Their response was that the box was opened and they had a no return policy for open items. They refused to accept responsibility for sending the wrong mask. They did not refund my money. Suzan in customer service was snarky from the onset. The best advise they gave me was to take my business elsewhere. I purchased the same mask from 1800cpap.com, who was so much better to deal with. STAY AWAY from cpapstoreusa.com! Low integrity!

Received a response from cpapstoreusa.com suggesting they were going to expedite the correct mask to me but saw from picture I sent of the wrong mask they acknowledged sending that it "had been used". This is an absolute lie. The seal was opened on the box of the mask as I discovered it was not what I ordered. Open, closed, or upside down should not mater. I ordered a product, they took my money for that product and then sent me the wrong product and they will not correct their mistake by refund or mask exchange. Then there was this gem from their response to me, "If you prefer to purchase used products, we recommend seeking them elsewhere." What? I ordered a new product and have no interest in 'used products'. Nothing but drivel and deflection from these folks. STAY AWAY!