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Review summary
Customers praise the quick and reliable delivery of their orders, as well as the excellent, helpful, and knowledgeable customer service. Many are very satisfied with the quality, reliability, and effectiveness of the products, often reporting positive impacts on their sleep and well-being. The website is easy to navigate, ordering is straightforward, and the equipment is user-friendly. There is also appreciation for the availability of accessories and parts, and the returns and refunds process is generally described as quick and easy. Some customers mention challenges with automated customer service systems or response times. Others feel that products and accessories are expensive, with limited alternatives or discounts available. There are occasional comments about complicated compatibility or sizing, and some would like a broader selection of accessories or easier access to specific items or spares.
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How Trusted Shops prevents fake reviewsReviewsResMed UK
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(391)
Verified
Excellent personal customer service when you need it.
ResMed is less good on product range and prices. Only two machines are available; one for home use and one for travelling. Both are expensive, even if you qualify for VAT relief.
The only home machine available (as I write) is the Airsense 11, which is both very good and irritating in equal measure. If you don't have a consultant (I don't anymore as I've been on CPAP treatment for 19 years), you HAVE to get help from ResMed as, to set it up properly, you need access to the clinical menu. The help I received was first class, for which I remain very grateful.
Reply from ResMed UK
Thank you for your thoughtful feedback. We're really glad our team was able to support you when you needed it. We also hear your concerns about product range and pricing, and we appreciate you sharing that openly. We'll be sure your comments are passed along.
Resmed Team
Verified
The short delivery time is the key thing for me. Two days from placing the order is very good. The suggested time was one day, which was an over commitment, so be careful of that. I am very happy with the actual time, though.
The product is known to me and is great. The website has great detail and information. Compatibility information - masks to machine is a little complicated, though.
Reply from ResMed UK
Thank you for the thoughtful feedback. We’re really glad the delivery time worked well for you and that the website information has been helpful. We also appreciate your point about the delivery estimate and the mask compatibility information — that’s useful for us to hear and we’ll pass it on to the team.
Resmed team
Verified
I have used ResMed products following my diagnosis of Sleep Aponia for many years.
I didn't like the (ResMed) masks supplied with my cpap machine by the hospital as it seemed too big and overwhelming (I can only tolerate the mask covering my nose, not both nose and mouth). The styling of the masks have improved and I particularly prefer the magnetic closures rather than relying on velcro. I recently snapped on of the magnetic pads (I think the plastic surround had degraded), and initially I couldn't see these spares being available, I ordered a new mask at considerable cost and then found that these spares were available, so I got a set of the magnetic pads to have in hand. I wish that I might have found these spares earlier. Perhaps these small spares should be more prominently listed.
Reply from ResMed UK
Thank you for taking the time to share your experience. We appreciate your detailed feedback and are glad to hear the improvements in mask design and magnetic closures have made a difference for you. Your comment about the visibility of small spare parts is noted, and we’ll be sure to pass this feedback on to the relevant team for consideration.
Resmed team
Verified
Initial order process and Customer Services excellent - automated system not good
Initial ordering process and latter assistance from your customer services were both excellent. Unfortunately when I had a minor issue and needed some help your automated (email based systems) let you down.
Having sent an initial message on a Monday on note on the system advised that it may take up to 3 days for a response, however non came. I sent follow up message with another 3 day response time note - once again non came.
Having given up on automated systems I called your customer services line and the service once again was excellent and the problem was resolved in minutes.
Verified
Great product, has stopped leakage
Great product, has stopped the leakage that was causing me to have further seizures. It's a bit expensive for what it is and dont understand why it only lasts a month. It could also do with coming with instructions on how to fit as not every client will now that the mask comes apart and what I bought replaces the existing part. Fortunately there is a YouTube video showing what to do that I found.
Reply from ResMed UK
Thank you for sharing your experience. We’re really glad to hear the product helped stop the leakage and made such an important difference for you. We appreciate your honest feedback around pricing, lifespan, and the need for clearer fitting instructions, and we’ll pass your comments on to the relevant team.
Resmed team
Verified
Technically your product is great. However, your sizing guide is not good. I used it to measure for my mask and ended up buying the medium size. It did cover my face but was too big. I bought a small one and it was perfect. You really need to make a video explaining how it should fit on your face and where the top and bottom of the mask should sit. Even paper templates of the overall size of the mask which you could fit on the your face would be better and not too expensive for you to make. These masks are too expensive to make mistakes with size.
Verified
Exceptionally helpful sales support, and the shipping was fast and efficient. Can't fault my buying experience - absolutely top drawer..
And on top of that, I benefited from a brief sale event which saved me 20 percent on clinical products. Thank you!
Verified
Equipment is very reliable, with good customer service. But, sales are infrequent and prices for a new CPAP machine are steep. This really matters when you're a pensioner who's been using Resmed kit since 2007. However, replacement parts are available for mask assemblies which helps keep costs down. For me, my S9 is a lifesaver, so thank you Resmed. I would like a new S11, but I cannot afford it.
Reply from ResMed UK
Thank you for your kind words and for being with us since 2007. We’re glad to hear your S9 continues to serve you well. We understand your concern about pricing and truly appreciate your loyalty and feedback.
Resmed Team
Verified
Superb Product, Great Support.
My service provider wouldn’t / couldn’t supply a heated tube for my Airsense 10 machine so eventually I bit the bullet and bought one myself. I’m so pleased I did - the difference was immediately noticeable. The air temperature at this time of year is uncomfortably cold at night and this tube addresses that perfectly. Superb product, great support from Resmed, very happy user.
Verified
The machines are great - this is the third one I have had. The downside is the cost - very difficult for a pensioner to either justify or afford. And the spares....... - good but I keep trying to carry on with what I have.
Verified
I ordered the Hypoallergenic filters which I have used for years
and a pack of CPAP mask wipes for when I travel because I do not seem to buy the cleaning fluid any more!
Verified
quick delivery, but box was broken and re-sealed by the post office. Contents undamaged though
Verified
I recently purchased an Air Fit F20 Non Magnetic Medium Cushion Full Face Med Quiet -EU Package on line from you having purchased several times also prior to this occasion your 6 pack Res Med Air Touch F20 Cushion Fit Replaceable Masks.
I mistakenly thought that the New F 20 kit would accommodate the cushion fit facepieces which unfortunately is not the case.
I would very much appreciate your response and advice on what to order on future occasions as I really do rate and wish to continue using your products.
Yours faithfully,
Fred Parrott
Reply from ResMed UK
Thank you for your review, it is much appreciated! We know finding the right mask can be quite difficult. If you have any difficulty identifying your device or mask, or locating a sizing template, please contact us at patient-uk@resmed.com or call us on 0800 9177071—ideally while you're next to the item so we can assist you more effectively.
Resmed Team
Verified
Contact Experience
I find the customer service people (particularly Sarah) most helpful and sensitive. The only drawback is that it is not easy to get through on the phone first time and I often find that I have to wait for a call back which is not often convenient when at work.
Verified
The mask that I ordered is the most comfortable of your ranges. Unfortunately the hospital that supplies me won't supply this model so I order directly. Please don't stop producing this mask . I don't get on with the others at all.
Verified
Sarah was incredibly patient and helpful in talking me through how to adapt to a new face mask and other features of my ResMed CPAP.
Verified
Excellent Returns Policy and Process
I recently bought a new CPAP mask from Resmed. I couldn’t get on with the style of the mask and so returned it under Resmed’s returns policy. This returns process was quick and easy and the refund was in my bank account within a few days.
Reply from ResMed UK
Thank you for sharing your experience with our returns process. We're glad to hear that you found it quick and easy, and that your refund was processed promptly. We appreciate your feedback.
Resmed Team
Verified
Easy to order. The new mask is a great improvement on the old version, with improved shape above the nose and thicker and stronger straps.
Verified
Super friendly and helpful customer service, helped me choose the right product which changed my sleeping experience with my CPAP overnight. Could not be happier.
Reply from ResMed UK
Thank you so much for your kind words. We’re thrilled to hear our team helped you find the right product and that it made such a positive difference to your sleep so quickly. That’s wonderful to hear, and we’re so pleased you’re happy with your experience.
Resmed team
Verified
50% more expensive than other models
It was good to be able to buy the product I needed but I still feel the pricing is too high for small, simple products such as the Air Mini. It is still almost 50% above similar travel models (e.g. the M1 Mini Auto Travel CPAP Machine) and I do not see or understand the price 'premium' for your product.
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- +448009177071
- shop.resmed.com/GB/en
- operationsuk@resmed.co.uk
- DIDCOT, Oxfordshire, GBR
About
We help hundreds of millions of people sleep better, breathe better, and live longer, happier, and higher-quality lives well away from a hospital. Everything we do at ResMed – the medical devices we ...
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