CPAP Club

Poor business practice – I purchased one week ago, 24/9/24, the BMC CPAP machine because my old Phillip model is failing. Soon after my purchase from CPAP Club, I learned that Phillip will replace my faulty machine under warranty due to a known fault. I called CPAP Club and after explaining the situation I kindly asked to accept the machine back as I would not need it. CPAP Club rejected my petition arguing that the package has been opened and in addition they are not selling this product any more. Obviously I opened the package for testing purpose only to assure the received machine works fine. I have not used it at all. It is more than obvious that the actual reason for rejecting to accept the machine back is because they are not selling this product any more. Poor business practice on the customer support side. On the positive side, the person transmitting this sad message was very polite and kind. Also the delivery was very efficient. Sadly the business practice and willingness to help the customer leaves a lot to say. My first time dealing with this company and certainly will be the last.

Customer service and Product support is the best! – Customer service is responsive to queries and always have solution and resolution to customer needs which is quite important specially their client base are long term users of the product they sell

Quick and Efficient Order – I ordered some CPAP supplies and they were shipped quickly and without issue.

Good Experience – Ordered an Airsense 11 CPAP machine (CPAP Club had a cheaper price than anywhere else), was shipped first available business day, arrived from QLD to VIC in 1 day. Tried calling to check on ETA for one ordered item. Got voicemail but was shipped that day. All ordered items received and I also registered my Airsense 11 with Sleepvantage - Resmed had CPAP Club in the list as an authorized dealer so all good and I'll order again. 5 stars if I got someone when calling.

Count your blessings your life doesn't depend on them.......there are other suppliers – Do not do business with this company. They will bombard you with endless emails (even if you haven't nominated to receive them) and, when it comes to delivery and providing the service, they will be sadly lacking. Bought a machine and other incidentals and paid, in full, over a $1000. Too bad, without prior knowledge of them doing so, they engaged a company that is so poor at doing their job (Fastway/Aramex) to deliver medical products. The buck stops with the retailer, not the courier service. If the courier service is inadequate, then don't contract them....simple.

Within a few hours after making the purchase, I received an email from the couriers. I rang the business within minutes wanting to cancel because of the woeful service (or lack thereof) these couriers provide. To no avail. The customer service personnel was sympathetic, but was unable to do anything because it was out of their control. I thought I was going to be sick and told her so. However, I would await and cross my fingers hoping that the parcel would arrive. It hasn't and didn't. What a surprise!!!

Some days later (four), I received a phone call from CPAP Club as a follow up. This was a different attitude altogether, wanting to speak over the top of me (even after I had advised the person that I'd had a stroke), but was understanding of my situation with regards to delivery. I was assured that given my concerns, they would bend over backwards to assist me and my purchase. That's where any goodwill went out the window. That afternoon, whilst I had sat patiently all day waiting on a delivery I was almost certain wouldn't arrive, I rang the business again. What I got was argument and fine print rhetoric, not sympathy, just derision. The customer is always right??? Not on this occasion, it was pointed out to me in no uncertain terms where I had gone wrong and the error of my ways! Wow, I'm sure glad I have a backup machine and that I haven't relied entirely on this poor excuse of a business..

Disgusted, I told this person that, should the item miraculously appear today, I will accept the delivery, however, because of the disgraceful way in which I had been spoken to, and the belittling attitude in which I had been treated, I would never, ever do business with this company again. As I expected, no package arrived. I rang the courier service and got exactly what I expected, the brush off. The courier company sent me an enquiry email as a follow up, totally useless.

I forwarded on this email to CPAP Club and another person rang me. It was his job to feign empathy, but also, display indignation. It was a [Content Removed] sport for them, taking turns at antagonising me. Furthermore, it is their opinion that once the items leave the warehouse, they accept absolutely no responsibility whatsoever. Out of sight, out of mind.....no longer our problem.

I'm sans purchase and a $1000 out of pocket. I could only just afford this, and without a refund in sight, I feel I've been [Content Removed]. All good for a pensioner.

I will stand by my vow, and I encourage customers to take heed this warning. They are all ready to accept your money......however, providing a service where they actually deliver, that's an entirely different matter. Furthermore, it was suggested, in future, to take my business elsewhere, which I will not need reminding of. I will not part with another cent as far as this business is concerned, they can be assured of that.

It was my fault, it appears, for being so foolhardy and shopping online with them and I should've known better. Quote "Next time, it would be in my best interest to shop locally!" unquote. Odd thing to say given I have done business with other Qld companies with absolutely no issues or concerns....that is, until now. I will most certainly take heed their advice.

On a last note, I can't fault the product (when it eventually arrived). Just the extremely bad service meted out to me. It was disgraceful that two customer service, a female and a male (not the initial customer service agent when I first rang inquiring about the courier service, she was perfect), took turns in humiliating me and deriding me. It was suggested that I had had a change of heart, that I didn't want to purchase the product. This couldn't have been further from the truth (as a pensioner, I had saved my money until I could afford the item).

I stand by my assessment, disgusting and deplorable.