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Business Profile

Medical Equipment

CPAP Outlet

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Equipment.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/05/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed an order with CPAP Outlet on April 1 and paid $400 on my credit card. Twenty days later nothing had been delivered. I kept getting messages that an item ordered was out of stock. When I asked to ship the other items, they finally said they would ship a partial order. Nothing was shipped. After asking several times I finally cancelled the order completely and requested a full refund. They provided a message that the order had been cancelled and they were processing the refund. To date no refund is forthcoming.

    Customer Answer

    Date: 24/05/2023

    I have heard from CPAP Outlet and a refund has been completed.

    Thank you for your assistance

  • Initial Complaint

    Date:06/12/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had tried to order a cpap mask and hose from cpap outlet and after 2 weeks of emails and phone calls to them that I received no answer until tonight. I talked to one other agent who was suppose to call me back with info on what was going on on the nov 30th 2022 but never did return my call with any info whatsoever! So tonight dec 6th 2022 I requested a refund and ******* ************ it has been shipped and it should be here today at end of business day. Well it’s was past the end of business day here when I called them! Their rep told me that they won’t refund me until they receive the product back. I have never received the product so no way of returning it. ******* * ** *** ******* **** ***** *** * **** **** ******* ** I have contacted my credit card company and had them file a credit dispute against them. ********* ****** ** *** ****** ******* *** **** ** **** ** ***** *** ******* *** *********. ** *** **** *** ******** **** **** *** ***** **************************

  • Initial Complaint

    Date:01/12/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Oct 19, 2022, I ordered * ****** ******** *** Full Face System CPAP masks in size large from CPAP Outlet. My official invoice says on it “(Large)(Large)”. Upon receipt, I checked that the box had an “L” on it and that the mask did as well. That night I found the mask to be much tighter than the one I was replacing. I tried a second night with the same result. I then compared the new mask with the one I am replacing. Although the mask and cushion are the same on both, the headgear on the new masks is smaller than on the one I am replacing and thus the tight fit. Indeed, my existing headgear has an “L” on it and the new ones do not. It is clear that CPAP Outlet.ca sent me the wrong sized headgear for a large sized mask. The headgear is the strap used to keep the cpap mask in place while sleeping. I called their toll free support line an also sent a detailed email. The email never got a reply. Although I got through on the phone line once, the rep was unable to deal with the issue and promised a manager would call me back that day. That never happened. I have spoken to different folks there on at least 4 separate occasions since then, all with the same end result. They have made a supply error and once told me they were filing a warranty claim with their supplier. Its not a warranty claim. Its a supply error and it can be fixed easily by sending me 2 large sized headgear (which they sell separately as replacement parts so I know they have them). I have now exhausted every contact channel they provide and have made zero progress. **** ****** ** ** ******* ** *** *** ********* **** * **** ** ***** * **** ***. A $445 purchase *** **** ** **** * ******* **** ******

  • Initial Complaint

    Date:14/10/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    * **** ***** ***** *** * ***** ****** ******** I purchased *********** ********* Nasal FitPack, *** ******** on February 23, 2022, from CPAP Outlet. On October 6, 2022, CPAP Outlet sent a recall email for this item. I sent them an email on October 13, 2022, and asked them to process of full refund as the item was not safe to use for me. However, on October 14, 2022, around 10:00 AM, a gentleman from CPAP Outlet called me *** ***** ** **** ** ******. ****** he mentioned that it is for people who have an implant. I confirmed that I do have a metal implant. Then, he stated that if the purchase date was within six months after buying the item, CPAP Outlet could accept to pay the money back. * ******** *** **** ** *** * ****** ****** **** ** *** ** ****** *** ****** ********** ** *** *** ****** **** *** **** *** ********* *** ****** *** ** *** **** **** I bought it eight months ago, and you only announced the recall on October 6, 2022. He acknowledged that is true. I also told him that the CPAP Outlet email does not put the limitation of six months after the purchase date about the recall and return due to health and safety issues. He also accepted it. However, he said that CPAP Outlet is not going to a full refund and pay the money back for selling an item ***** ** *** **** ** ***. I want BBB to *********** **** ****** *** help me have my money back, as I have to dispose of the item *** ** ****** *** ******. I paid $115 before tax to buy this ****** CPAP mask from CPAP Outlet. **** *** **** *** **** ** *** **** ** *** **** *** ****** *** ************** ** ********** *** ******* ** ** *******

  • Initial Complaint

    Date:30/05/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 24th, 2022 I received a CPAP mask (it was shipped to me) from CPAPOutlet .ca. The first night I wore the mask, it broke and was unusable. I called the CPAPOutlet .ca customer service number**************************. I was told to send an email along with a picture of the mask to ****@**********.ca. I sent the email on May 26th with out reply so I resent the email on May 27th. Still no reply so I called again on May 30th. I was informed today (May 30th) that they will need to place a warranty claim with their supplier and it could take several weeks to get a replacement mask. To me this is unacceptable. I asked if there was someone else I could speak to about my concern and was told no, this is the policy

    Business Response

    Date: 05/08/2022

    Business Response /* (1000, 16, 2022/07/12) */ Hello BBB representative, We have received this complaint and have tracked down the email to respond to it. We originally went to our supplier to get the replacement part but after a delayed response, we contacted the customer directly to send them a replacement immediately. *********************************************************************************************************************** Let me know if you have any other questions or concerns, Thank you

  • Initial Complaint

    Date:24/05/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a ************ cpap auto machine *********************************** There happened to be a recall on my machine from ********. It's been almost a year I been without a cpap machine. I just get the run around from ******** and cpap outlet. ********************************************************************************************************** All I ask is either give me the replacement machine or replace it with a *********** auto machine. I just need a cpap ***************************

CPAP Outlet is NOT a BBB Accredited Business.

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