CPAP Australia

Been waiting 10 business days for a small item , nothing as yet . No notification.

After sending info on my machine that needed updated parts, I got sent my order and after opening it, it turned out to be the wrong part. Fast forward to me asking about a replacement / refund and I was told that as I’d opened it, it wasn’t eligible for a refund. So now I had to buy something else to fix the gap in parts I was missing. I took it… Read more

into a cpap vic store and they kindly helped me instead. I wouldn’t trust this company as a result as I got the wrong guidance to start off with and then had to buy something else to fix the problem.

Phones are not answered, emails not returned - i purchased a product that was faulty at production stage - i cant get through to find out what is happening with my request for a replacement or refund - once they've sold you something, it appears you are on your own

deceptive advertising – Ordered some cushions to take advantage of their 'Black Friday 20% off accessories sale'. Discount was supposed to be taken off at checkout, except it wasn't. 'Discounted' price for a 3-pack ended up being the same as the usual price for a 3-pack (unlike my experience of their last EOFY sale, where the 20% discount was applied to the 3-pack… Read more

price). Sent them three messages (one on the order, two on their 'live chat') but no reply. Plenty of other online retailers, so bye-bye CPAP Australia.

Slow processing – 2 days after I ordered some cushions for my mask, they still haven't even processed my order! My current cushion is split and I haven't been able to sleep for 2 nights now and by the time they process it it'll be the weekend and I won't receive till next week. These are life and death products, they should process orders straight away!!! I have… Read more

severe obstructive sleep apnea and I stop breathing in my sleep 185 times per hour, averaging 3 times per minute each lasting for around 10 seconds. I'll be dead by the time it gets here! Very very very very poor!!!!

the return process is cumbersome – I would think 2 times before buying from them as their return process is so cumbersome. This can be improved a lot, and they don't even reply to emails most of the time. This is a huge turn-off for me next time.

No after sales service – I ordered a new mask cushion and Standard sized headgear, I received the correct cushion, but the headgear was large. I contacted them, in writing, on their website two weeks ago and are still waiting for a reply from them. I will not be using their service again.

excellent service – excellent help on my cpap hire and very well explained.

Great Service – I am fortunate to have a great guy (Mikey Paine) who calls every three months. His service is excellent only too happy to help with any requests. My unit had to be retuned for service and was given a replacement machine to use while mine was serviced. The ladies in the office were more than helpful nothing seemed to be too much trouble. Very happy with the service from Cpap direct.

Still waiting – Not very good. Pay expensive prices and postage and not yet received. You think at that price they would fork out for express postage especially for medical reasons.

rubbish product – poor quality,expensive, rude staff.dont click on their adds on facebook or they keep messaging you at 1 and 2 am even if you unsubscribe.

They are ok – Like any large company Depends who who speak to I had a complaint and first person I spoke too wasn’t helpful at all Then second person was most helpful

Very expensive – Very expensive product to start with. Then the spares come into play. The nasal pillow does not last long and they come at a replacement cost of around $80 for a piece of plastic and rubber. If you have plenty of money; go ahead.

Terrible customer service – Had a problem with mask I purchased online. Sent three emails to cpap@cpapaustralia.com.au and have not had a single response. Left feedback on their website form which has also been ignored. I won't be placing further orders.

Warning CPAP Australia way over priced! – This site charges approximately $500 more than all the competition on their machines, shop around first and you will see what a rip off they are. I don't know why anyone would purchase through a company that over charge vulnerable people.

My Dog Collar- – My DOG COLLAR - Purchased a "Night Shift Sleep Positioner" which fits round my neck just like a dog collar, from CPAP Camberwell maybe 4/6 years ago. It is EXCELLENT !! My sleep apnoea is no good if I sleep on my back. My dog collar wakes me up if I am on my back. I then resume sleeping on my side. A dog collar has a little button hole [ for… Read more

recharging ] The button hole has a very small button which needs to be removed for recharging. My small button started to split. So I went back to CPAP Camberwell to obtain a replacement button. To cut a long story short, I received service from Yulia which was exemplary. To obtain one of these small buttons is apparently not easy as the Night Shift is imported from America. Yulia never gave up. She persisted . She was pleasant to deal with. She went the extra mile and was able to obtain a button for me. Any employee or business person who follows the example set by Julia will succeed. Richard Wilcox.

Exemplary Service – I was diagnosed with moderate sleep apnea and sent to CPAP Australia’s Mornington office by my consulting doctor. In summary I have found that their online system for making and alterations for appointments is very easy to navigate and is always responded to. Further, the initial and subsequent instructions and advice by all the Mornington staff… Read more

were excellent. Getting used to using CPAP device is not easy but after the change of the facepiece and some fine tuning of the hire device’s settings suggested by the staff, the majority of my concerns were resolved. As a result, I purchased a Resmed device from them knowing that their ongoing support will always be there together with a 5-year warranty. Finally, based on my experience, I am at a loss to understand some of the negative comments that I have seen posted online.

Excellent customer service – I purchased my equipment from one store with great discounts and got the most amazing advice from another store. They match other store's prices. I had to exchange some parts because they were unsuitable and Sarah went out of her way to find the right ones for me. Despite being associated with Resmed, there was no push to use their products at… Read more

all. We mixed and matched masks and machine to my needs. One also has the option to return goods within 14 days, ample time for a trial when set up and support is available any time.

3 Month warranty only, Customer Service non-existent for loyal customer of many years – I have spent thousands with this company over the years, had a problem with velcro coming off the head gear (it was glued to the fabric not sown), so rung them and was told that it only has a 3 month warranty and there was nothing they would do to help. Couldn't believe it would only be a 3 month warranty, so emailed them and asked them, is this… Read more

correct and does it meet Aust Consumer Law? Was told that yes it was 3 months and yes it meets Aust Consumer Law. I asked them if they would repair or replace my headgear and was told "I will not be able to replace or repair this item".

Upon doing some research also found out that they are extremely expensive in the market place, they wanted $85 for a replacement and just around the corner CPAP Depot was $62.

They have just lost a good loyal customer.

CPAP Australia - consistent good service – Collingwood store is hard to park at. Otherwise good service and specials. Periodically offer free machine service and clean. Will check out suburban outlets when looking at AirSense machine for travel.

CPAP Australia is NOT independent – CPAP Australia purport to be an independent provider/retailer of many brands of CPAP machines. I recently went to CPAP Australia for a 30 day trial of an auto CPAP device. I was a little surprised when CPAP Australia only offered the Resmed brand, nothing else was seen as an alternative. I was offered a Resmed Airsense 10 Auto and completed a… Read more

satisfactory trial.

I ultimately chose to purchase elsewhere at a lower price as CPAP Australia refused to honour their stated commitment to Price Match other Australian retailers AND credit the trial fee against my purchase. They said they would do one or the other, but not both. That seemed a little off to me so I chose to purchase elsewhere. (And I saved some $$$ in doing so.)

But now I find out that CPAP Australia is NOT an independent retailer... They are directly owned by Resmed! And ditto for MCS Sleep & Snoring Solutions.

Bottom line...

Do you think you will ever get an independent/objective opinion from cpap australia???

My experience would suggest otherwise so I would encourage CPAP users to seek a truly independent retailer to ensure all brands are properly evaluated.

See email chain below

-------- Original message --------

From: XXXXXX@mcsaustralia.com.au>

Date: 1/5/18 1:34 pm (GMT+10:00)

To: Graham <gxxxxxx@iinet.net.au>

Subject: RE: Will you please tell us about your recent visit to MCS Australia?

Good Afternoon Graham,

I am a Regional Manager for the retail division of ResMed, this retail division incorporates both CPAP Australia and MCS Sleep & Snoring Solutions. We may have accidentally forwarded you the link to the MCS survey as opposed to CPAP Australia’s if you have attended there in the past week, my apologies.

If you have any further questions please do not hesitate to ask.

Regards,

[name removed] XXXXX

Metro Regional Branch Manager

MCS Australia and CPAP Australia

2/603 Whitehorse Road

Mitcham VIC 3132

E: XXXX@mcsaustralia.com.au

P: 1300 xxx yyy