Reviews show a clear split: some customers, especially long-term and in-store shoppers, report helpful staff, accurate advice, and satisfactory orders. However, a substantial number of reviewers describe slow fulfillment, website or checkout problems, frequent marketing emails, and difficulties obtaining refunds or callbacks. Multiple complaints reference return-policy limitations, delayed or missing tracking updates, and occasional defective or incompatible items. If you consider ordering, review the company’s return and warranty terms, confirm stock and prescription processes before purchase, and keep records of tracking and communications to speed dispute resolution.
Examples from available reviews (Nov 2021 – Feb 2026).
Longtime customer praises prices, fast shipping, and excellent customer service.
“TERRIFIC Customer Service & Support.”
Knowledgeable, efficient customer and technical service; reviewer delighted with purchase.
“Customer service was very knowledgable”
Defective travel CPAP and unresponsive tech support prevented resolution.
“it simply shuts off by itself.”
Replacement headgear delayed and tracking showed no scans, causing medical risk.
“the parcel hadn’t been scanned into the system.”
Some customers report helpful in-store and phone staff; many describe slow callbacks, unreturned support requests, and order mishandling.
Several buyers note good prices or sales; many others complain about high costs, restocking fees, and unrecovered payments for undelivered or nonrefundable items.
Long-term and in-store shoppers report smooth experiences; many reviewers describe shipping delays, website or checkout errors, and restrictive return policies.
Some reviewers praise product quality; others report defective or incompatible units, broken parts, and fit/size issues that prompted returns or service requests.
Some reviews praise reachable phone and chat support; a larger share report frequent marketing emails, slow or missing email replies, missed callbacks, and poor tracking updates.
Repeat customers describe reliable purchases and helpful staff; many others report delivery delays, product failures, refund disputes, and inconsistent customer service.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (21) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Prompt shipping and quick refund for a mask; excellent customer service.
“Excellent customer service”
Defective travel CPAP and unresponsive tech support prevented resolution.
“it simply shuts off by itself.”
Knowledgeable, efficient customer and technical service; reviewer delighted with purchase.
“Customer service was very knowledgable”
Replacement headgear delayed and tracking showed no scans, causing medical risk.
“the parcel hadn’t been scanned into the system.”
Travel CPAP didn't perform as promised and company provided poor support.
“It has been almost impossible to talk with someone”
Order tracking showed no USPS records and couldn't reach company.
“wondering if I was a victim of a scam by this company”
Longtime customer praising quality products, good service, and great sales.
“They have quality products good service and great sales.”
Longtime customer praises prices, fast shipping, and excellent customer service.
“TERRIFIC Customer Service & Support.”
Repeated Rx upload failures, shipping delays, and rude customer service experiences.
“Avoid thecpapshop.com like the plague!”
Company repeatedly sends excessive emails and unsubscribe fails.
“They send me emails non stop”
Slow email responses, poor RX assistance, and aggressive marketing emails.
“their response time to emails is unacceptably slow”
Warranty support unresponsive and poor follow-up from tech support.
“tech support reached out they never responded back with return info for the malfunctioning unit.”
Company refused to cancel order and sought a restocking fee.
“they can't cancel a order right after it was placed”
Friendly in-store staff gave discount and a free hose, positive experience.
“They are so nice!”
Return request denied for a new travel case deemed non-returnable.
“The CPAP Shop will not accept this return!”
Return policy disallowed returning an opened chin strap due to packaging rule.
“The CPAP won’t accept return since the bag was open.”
Returned item but didn't receive $83.50 refund despite providing documentation.
“I still have not received my refund of $83.50”
Website login and cart errors prevented completing the purchase.
“I cannot log in, website will not accept my password”
Order processing was very slow, causing long fulfillment delays.
“Very, very slow fulfillment”
Prompt refund and quick correct shipment, excellent customer service.
“Refunded me immediately for a machine I ordered by mistake”
Website showed machines in stock when they were not available.
“They will sell you machines that are not in stock.”
The CPAP Shop is definitely one of my favorite shops to deal with. Their product quality is A+, and their customer service is also the best! Returning/exchanging is so easy. When I need to contact someone about an issue, it is flawless and friendly. I used to think their merchandise was expensive, but feel the prices are worth it when I think of the quality and high level of service, which other companies seem to lack these days. I can’t thank them enough, I now have peaceful sleep nights. Anyway - this company is awesome, don't let the price turn you off. Their stuff is high quality.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
The CPAP Shop is a U.S. retailer focused on continuous positive airway pressure (CPAP) machines, masks, replacement parts and consumable supplies for sleep apnea. It operates an online store and physical retail locations, processes prescription-required orders, and provides product support and warranty handling for CPAP equipment.