Sove CPAP Clinic Burwood - Burwood 2134, New South Wales

Ross D.

Had a new Resmed 10 Autoset 4G machine for 42 days, product was defective. After referring to Fair Trading after being ghosted by seller, received a full refund - but it was not easy. Two months later after returning machine, fully boxed with all accessories (as new), the machine (only) without water tank or acccessories turns up at my house via Australia Post. Sove were unhelpful and didn’t resolve the matter, so I contacted the reseller Terry White Chemist (Canberra) who confirmed they had sent the entire package complete in original packaging back to Sove in Sydney. Incidentally Ray Hadley 2GB promote this Resmed distributor “Sove” on his show. They are one of the largest distributors of CPAP products. I have found their service and support to be some of the worst I have ever experienced. I would never use, recommend or purchase anything from them ever again, or their associated resellers because the support is not there. The returned Resmed unit is still in a box in my house, waiting for someone to action my request of how to return it.

Toby V. D. Z.

Extremely overpriced and terrible service. I have contacted them repeatedly because they are not being transparent on what my plan actually offers, and i'm paying $2000 more than rrp. I am currently in contact with ACCC because I believe they are taking advantage of people with a potentially life-threatening illness and never intended on delivering the 'all inclusive' service they promote

Livvy

Very quick service with items posted the day after order and arriving in 2 working days. I also got a call from Sove to let me know the order was received and being sent. Items are in good working condition. The price was also much cheaper than everywhere else, even excluding the free shipping. I will be continuing to use Sove in the future.

Gareth P.

Web chat tries hard to give no answers, and then the answer they gave on stock was fraudulent.

Customer support by phone didn't help and when asking to speak to a supervisor they left me on hold before hanging up.

Edit: the next day staff were much more helpful, although still had to be led to a good outcome, upgrading to 2 stars.

Ian M.

Found them online but needed advice about purchase. Helpful phone advice, price was very competitive and delivery remarkably fast. Had a follow up query which was also helpfully resolved. Will happily use them again.

Reuben F.

With regards to their online store - pricing is very good, but customer service does not exist. They are extremely difficult to contact by phone (almost always engaged), do not respond to emails, do not respond to voicemails. My order of CPAP gear has been with them for a month and I still don't know when I will get any of the goods. Suggest people pay slightly more and buy elsewhere - it's not worth the hassle of dealing with these guys.

Kyle

2 stars since I did receive the goods, and it was relatively cheap.

However, the experience with this company was a complete mess.

Over 4 weeks, I sent 4 emails, 2 voicemails, made 3 calls, and spoke to the webchat.

I received 1 email, which was a template response that didn't answer my questions.

Additionally, the listing for my order promised $50 cashback - which I have given up any hope of ever receiving. It's not worth the effort!

If they do indeed have a customer service team (I am yet to confirm), there are grossly understaffed or just ignoring messages.

Avoid this company.

Craig M.

Very easy to navigate through the website to compare and select from available products.
By far the cheapest I could find within Australia for the mask I ordered (by $30 or more).
That is without the bonus promotional offer of a free cushion valued at around $70 or more on many sites.
In all a saving of at least $100 ... and free postage.
I was called the day of purchase by a representative to check on my order and offer further assistance if needed.
So far so good ... Can't fault the sale or service up to this point.