Sove CPAP Clinic

Huge thanks to Patrick Darby for going above and beyond. From helping me with my sleep study to getting my first CPAP machine and finding the right mask, he’s been there the whole way. He made everything feel easy and really took the time to help me get it right. Appreciate all the support thanks again and to more quality sleeps! Show details

DON'T BUY FROM THEM!!! Ordered online a heated hose for my CPAP machine but made a mistake with the machine model. I got the air sense 11 and ordered the tube for air sense 10. Open the package, tried and of course the connection is different. Called the 1300 number immediately and explained what happened and request an exchange BUT to my… Read more

disappointment they told me that that was not possible and that I have to stick with a hose that cost me $54.50 despite the fact that it is no use to me whatsoever. Really BAD service

This review is not just about the online store. It is about the entire organisation. The worst customer service. I have encountered. Based on an email advertisement, I ordered the CPAP Airsense 11 on 6th Jan 26 for collection at their Hornsby outlet. My account was debited on 6Jan. I received an email saying they will inform me when to collect. I… Read more

didn't hear from them. So, I visited the Hornsby Centre on 3 different days and each time the place was closed and looked deserted. On 20th Jan I phoned the Head Office and inquired. This was their response (collated from the exchange of responses). - We are having staffing issues and Hornsby Centre is only opened once week. - Recently and for the next weeks the Hornsby centre has/will not opened. Staff issues. When I said, they should have had the courtesy to inform me of this. The response is you should have called us. I was astonished and asked who knows that the Centre only operates once a week, not opened recently, no staff? "You and not I. Then you (as in Sove Clinic) should call me. That is good customer service. I asked to be compensated for the delay and the fact that they had funds from 6Jan. The response from the Head of the organisation was an unapologetic, direct "No". His view was it was my fault for not calling them. What awful customer service. Horrible. -

Outstanding service. Staff have gone above & beyond to help with the purchase & fast delivery of my CPAP machine. The after sales service is incredible. No long on hold wait times & you get to speak to an amazing human who is extremely knowledgeable & friendly. They have been able to remotely review my machine & adjust settings for me. The support I have had from them is second to none.

Had a lady called Adel answered me and she knew what she was talking about gave me all the information I needed even helped me with the rental machine I had hired so I ordered from Adel

I ordered a Resmed CPAP mask just after 9pm on Tuesday, and it arrived via Auspost at midday Thursday. No hassles, no hiccups, no waiting. Excellent and efficient service, and a great saving to boot. Highly recommend

Went to the Brookvale store as per the Sove website. Pharmacist said they haven’t had CPAPS for nearly two years and Sove will not take them off the website!!!! I spoke with Sove head office and apparently they know nothing about it. They also said they don’t rent across the chain yet their Cremorne store does? Does head office know what they are on about? I doubt it. Totally wasted my time taken out of a work day.

Not trustworthy seller – Please don’t buy from this supplier. They are only money grabbing outlet. Gives you incorrect information. Based on their information I drove 40KM for the replacement of the mask. The operator lied and did not honour what the reception told me. If you buy Resmed products, please go to the Resmed outlet, they accept any online offer.

Poor delivery practices – Don’t buy from Sove. The are hopeless with delivery of goods. Resmed mask was ordered and paid for in October 2024. I finally received the mask today 8th January 2025. Various reasons were given over the time for why the mask was not delivered.

Totally dis casting service – SOVE are great a time of sale but after sale service terrible if you disagree with them they are just rude and their postal packages are not sealed, got 2 packages one the empty box next the bag with my cpap machine ( they had the good thought to cut my address off and put it inside the bag Bad….ba………d service Go somewhere else you will get heaps better service that this lot

AVOID – No communication, so I call weekly (months have passed) and still they don't have the results. Initially they called to say I hadn't returned the device even though I had done it a week before. Then the excuse was that the specialist was on vacation. Now not even answering the phones. Show details

Buyer Beware – Placed my order 14 weeks ago, partially shipped. Enquired about the ETA for the remainder of the order on multiple occasions but receive no reply - silence from the CPAP Clinic, I even asked for a refund if they can't supply the remainder of my order - more silence. Customer service is non existent. If a company is happy to take your money but… Read more

can't supply the product or is silent on refunding you, alarm bells start ringing. I won't be using them again.

Poorly run business – A couple of months ago I was online looking at their machines. A chat window popped up, I asked questions, my details given for someone to contact, they never did. Tried again a couple of days later. Same thing happened. Rang the company and placed an order via a consultant. A week later my machine arrived. It was the wrong one. I had to send it… Read more

back and wait until they had received it before they would send out the correct one. This took ages and for someone with severe sleep apnea I'd wondered if I'd made the wrong choice going thru them. Last week I was again looking, but this time for a travel model and once again found Sove were the cheapest. Left another message with the chat window. No call back. I rang them this week to speak to a manager to let them know that messages aren't going thru from these chat windows and would therefore be losing business/ money. But they weren't available and typically didn't call me back.

deliberate false information – Said they had dispatched my cushion for mask. Did not arrive. Contacted them 3 days later and they said they would re-dispatch - they had an address change noted which had caused confusion !! ?? We only provided 1 address. Rang a pharmacy they send products to. She checked and said SOVE had been out of stock of that item for awhile! So untrue that it had been dispatched.

BEWARE! this company is very difficult to deal with! – I rang 2/1/24 to order a mask Was told it would be delivered in a couple of days! After a week I rang to only be told it was out if stock! I cancelled the order! Now to get a refund! Took numerous phone calls threats to go to the consumer affairs and over a month to get my money back!

Getting them to get back is a feat – Signed up for a plan in December 2023. Every time I need something (mask changed, SD card missing, can fix the settings, etc.) I waste two days chasing them. They sell pretty well, but the follow-up service sucks to the nth degree. Calling gets an answering machine. "Consultants" on their chatbot are admins. Their "clinicians" are on LinkedIn as… Read more

business grads. Generally, a suspect joint. Will be looking at options to exit to another provider, even if it costs me.

Beware of hidden charges if you cancel an order – I purchased a CPAP mask cushion and then noticed another supplier offered me the same item $20 cheaper so within half an hour I cancelled my order. I tried to ask for help on the online chat which no one answered so I sent an email. The company got back to me the following day and said they would cancel the order and issue me a refund as they… Read more

could not price match. Did not mention about the 2% processing charge that was deducted from the refund. I questioned it and was told they could not do anything about the charge. Not happy with the hidden charge which was not even in the company's terms and condition.

Pushy sales - definitely not appreciated by this consumer – Recently I completed a home sleep study with this group. This process was professional, although I had some concerns as to the validity of the test as the leg pulse monitor was very loose and the nose piece fell out during the night. Test result was I had moderate sleep obstructive disorder. I spoke to the call centre several times and received… Read more

good advice. HOWEVER when I rang to book to visit the 'CPAP shop' the first question from the consultant was are you going to buy the machine!!! Clearly a purchase of nearly $2K, although I have done some research, requires some consideration esp with mask fitting and options and possibly would require a return visit. I understand they need to make sales, however from the rep I spoke to its about the money/sale, not the best interest of the patient. From my perspective good support & advice in the shop would result in a sale as this equipment if required is a necessity. I also do not think highly of Companies such as this company who fail to responce to consumer feedback on this site.

Very poor communication – Uncomfortable with conversation. Product unavailable in Victoria, when supply increased, they will have stock. Have to order online and have delivered, unable to deliver to berwick, unable to explain this. Spoke of poor reviews on this site, Call was terminated Poor way to run a business,certainly not customer focussed

Sove CPAP Clinic not at all helpful – Having contacted Sove CPAP Clinic online with a simple request on the availability of a product, the Live Chat consultant asked for all my contact details. I provided my details however I was suspect given that I only wanted to know about the availability of a product. They (the consultant) said that someone would contact me the next day. Then… Read more

another consultant came online (popped up) and I expressed disappointment about the poor knowledge of the previous consultant. The second consultant (sic) could not tell me about the availability of the product. I stated that I was no longer interested and did not want any Sove CPAP Clinic rep contacting me. The (second) consultant said it was not possible to cancel anyone contacting me. So in summary: the Live Chat staff are simply gathering contact information to pass on to a sales rep. No Real knowledge of the products and a very impersonal experience.

Amazing fast and efficient customer service - Patrick – Patrick was amazing to deal with and assisted with expediting my order as my old unit had failed. Patrick answered every question I had, great representative for Sove CPAP.

Fast and professional – In less than 4 minutes on the phone my order was processed and package in my letterbox on the 3rd day. Service agent was friendly and helpful and clearly the warehouse staff are properly on the job. Order date 9JAN23 4:50pm. In my hand 10:00am 12JAN23. Show details

Damaged cpap machine and mask – Difficult to work with to resolve a damaged product or to make a warranty claim but they make the person to send back the damaged goods at the customer's expense Show details

Amazing customer service – I had a trouble with my CPAP machine and everyone told me to get a replacement for all of my machine parts but Cassandra said she would fix my product under my warranty. She had amazing customer service and I'm very satisfied. Show details

Waste of time waste of money – I chose an item from their online store, they took my money even though they didn’t have stock. Then proceeded to take 2 months for a refund which only came when I threatened to take action with the Australian Consumer Commission. Would NEVER recommend this company and as an Aussie business they should be ashamed.

Faulty products with terrible service – Paid $3,000 for a faulty CPAP machine that I have had nothing but trouble with from day one. The service from this company hasn't been very good either.

Wow, I smelt a rat and I was right – Trying to sign up for an account today and was speaking to an online consultant. I thought there was something amiss when I went to sign up and couldn't. Could "Log In", nowhere to sign up. I was greeted by "Bella". I was prompted to give my phone number, but wouldn't. If it was going to be a hassle, I was going to go elsewhere. "Bella" ended the… Read more

conversation immediately. Please she did now, came to this site and was horrified. Wow, a near miss. Thanks Product Review, before I sign up to anything, I will check this site.