Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Cookie Preferences

Many websites use cookies or similar tools to store information on your browser or device. We use cookies on BBB websites to remember your preferences, improve website performance and enhance user experience, and to recommend content we believe will be most relevant to you. Most cookies collect anonymous information such as how users arrive at and use the website. Some cookies are necessary to allow the website to function properly, but you may choose to not allow other types of cookies below.

Necessary Cookies

What are necessary cookies?
These cookies are necessary for the site to function and cannot be switched off in our systems. They are usually only set in response to actions made by you that amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not work. These cookies do not store any personally identifiable information.

Necessary cookies must always be enabled.

Functional Cookies

What are functional cookies?
These cookies enable the site to provide enhanced functionality and personalization. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, some or all of these services may not function properly.

Performance Cookies

What are performance cookies?
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Marketing Cookies

What are marketing cookies?
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant content on other sites. They do not store personal information directly, but are based on uniquely identifying your browser or device. If you do not allow these cookies, you will experience less targeted advertising.

Find a Location

CPAP Nation has locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    ComplaintsforCPAP Nation

    Medical Equipment
    View Business profile
    View Business profile

    Need to file a complaint?

    BBB is here to help. We'll guide you through the process.

    File a Complaint

    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

    Filter by

    Showing all complaints

    Filter by

    Complaint Status
    Complaint Type
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Resolved
      Order ****** "AirFit F20 Full Face Mask" purchased online, received January 31, 2022. On March 2, 2022 contacted company via online chat with CSR re mask having tear near chin area was told that "it has been more than 30 days we are unable to provide warranty on our end, but you are able to still get manufacture warranty for 90days after purchase. Please see the link below with further instructions: ************************************************************ I told CSR that today, Mar 2, 2022 is 30 days. CSR said she had to check with supervisor and eventually replied "I have heard back from management and since the mask has been worn this is considered to be basic wear and tare for the product. That being said please use code ****** to receive an additional 20% a mask replacement" I have used these masks for the past several years and 30 days can not constitute normal wear and tear usage! I believe the mask to have been defective as I replace them generally once a year??? I also used the link provided to contact Resmed direct however, they are not a distributor to the end user and was advised "Your inquiry will be best addressed by your home medical equipment dealer who originally provided you with your ****** product(s). Authorized ****** dealers are available to work directly with patients..." I paid $66.28 for a mask that was defective and would appreciate a warranty replacement at no cost to me. Per the Resmed website ******** Ltd ******** warrants that your ****** mask system (including mask frame, cushion, headgear and tubing) will be free from defects in material and workmanship from the date of purchase for 90 days"

      Business response

      03/31/2022

      Business Response /* (1000, 8, 2022/03/25) */ Dear customer, We sincerely apologize that you are unhappy with your product. At this time, we have issued you a store credit in the full amount of ****** to your email address on file. You are of course welcomed to use the promo code ****** for *** off as well. We are so sorry for any inconvenience and hope you are doing well. Thank you for choosing a veteran owned small business for your **** needs!
    • Complaint Type:
      Product Issues
      Status:
      Unresolved
      I ordered a mask and headgear from this company. I had ordered it with 2 day shipping which I had to pay for and the total price for the items was $107.99. Well the item didn't come on time so I told them to cancel the order . They said they had already shipped it out it was maybe about 4 days after I ordered it when one packaged arrived. I sent it back. Then a second package arrived and I sent that back. They told me once they received the items they would refund me so they let me know when they received them and the refund went through but I was only refunded for $48 on my credit card when the total order was $107.99. When I bring this up to them they talk like I am not entitled to a refund for the shipping because they held up their end and shipped it. I chose 2 day shipping it got here in 4. That is not what I paid for. Never in my life did I ever return something online and not get back what I paid for shipping. Is this even legal? I want the rest of my refund that they owe me which is $59.99.

      Business response

      01/13/2022

      Business Response /* (1000, 13, 2022/01/13) */ Here is our public response (if you feel this is sufficient): We apologize for any inconvenience but maintain that we did deliver the order within two business days. Since the customer's order was received in the afternoon on Wednesday, and Thursday was a Federal holiday (Thanksgiving), we processed and shipped the order on Friday, November 26th and it was received by the customer on Monday, November 29th - which would be two business days. Shipping & Handling expectations are listed beneath each product on our website, and the Return policy at the bottom of our website outlines that original shipping costs and return shipping costs are non-refundable. We swiftly refunded the customer for the products that we received but we did not refund the expedited shipping charge. We deeply regret that the customer had a less than favorable experience with our shipping timelines and do hope we have the opportunity to service the customer again in the future. Also just so you are aware, here are the details behind this customer's order as well as the details we clearly list on our website: Customer purchases 2 items on Wednesday, 11/24/21 at 3:06 PM EST and pays for expedited shipping. At checkout, this is a screenshot of what appears: (SEE ATTACHMENTS) In addition, here is screenshot of our listed expectations for Shipping & Handling which can be located when viewing any product in our store: (SEE ATTACHMENTS) Here is a screenshot of our Return policy: (SEE ATTACHMENTS) It is also worth noting that we received an inappropriate response to one of our promotional email campaigns shortly after this (screenshot below). We took immediate action and unsubscribed him from all of our platforms. (SEE ATTACHMENTS) Please let me know if you need any additional information from us in order to clear this dispute. Best Regards, ****** ****** Consumer Response /* (3000, 15, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Never in my life did I return a product and not get reimbursed for the shipping and handling until now and as far as them saying it took long to process because of the holiday what company is not working on Thanksgiving? Especially an online business. If they didn't deliver on the 2 day shipping then I should be reimbursed for it because it didn't arrive within 2 days! On top of that it should be reimbursed to me anyway because it is a return and any other company would handle it that way. You don't charge a ton of money for 2 day shipping then it takes 5 days to process it. Especially during a holiday week when I received other packages on time from other businesses with absolutely no problem. CPAPnation was not going to reply to you but only did because I forwarded them your email to show them that they were going to get a bad review from you. They are crooks and just trying to cover themselves.

    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.

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.