Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/13/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed order #****** on December 22, 2023. On January 5, 2024, I received an email from Lofta informing me that an item in my order was out of stock. I promptly replied, requesting that the entire order be canceled, as I needed the supplies urgently and had purchased them from another source.Due to the busy holiday season and travel, I didnt immediately notice that I had not received a refund for the canceled order. However, on March 11, 2024, I received some emails from Lofta requesting a review of the items I had supposedly received.I do not have a Lofta account, but using my order number and email, I pulled up my order informaiton and I discovered that the order was marked as delivered in January on two separate occasions. I want to make it clear that I did not receive any packages from Lofta, and I am now seeking a full refund for this order, as it was supposed to be canceled and I never received the items.

  Business Response

  Date: 08/15/2024

  Hello Ms. *********************************** does not typically refund orders when requested 6 months later.  In reviewing the notes on your order, I see the ***** delivery confirmation that shows a photo of the delivery on your front porch on January 9, 2024. Lofta does not take responsibility if the package is stolen once delivered. That said, I will make a one-time exception and will refund the order. 

  Thank you,

  *****

   

  Customer Answer

  Date: 08/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Princess Black
  
   
  

• Initial Complaint

  Date:07/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lofta diagnosed me with sleep apnea, a conclusion I initially believed. However, upon reviewing the results, it turns out I do not have sleep apnea. This discrepancy has led to a frustrating situation: they expect me to keep the equipment and refuse to offer a refund. Instead, they propose a credit, which is useless to me since I don't have sleep apnea and therefore have no need for their products. I am seeking a resolution that acknowledges their error and allows me to return the equipment for a full refund. This situation underscores the importance of accurate diagnosis and fair customer service practices.

  Business Response

  Date: 07/24/2024

  Hello,

  I spoke with ***** and offered to allow return to the original payment method. We do make exceptions when asked.

  Thank you,
  

  *************************

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a CPAP machine from Lofta. Their website information about the product failed to disclose that in order to provide my doctor a 90 day compliance report for my DOT physical, the doctor would have to a proprietary application and directly contact the manufacturer to get the report. All other popular CPAP machines have the ability to immediately generate the required report and to ***** it directly from your phone to the doctor's ***** address at the time of the physical. No one subject to DOT or FAA or any other government required medical exam and using CPAP therapy would order a device like the Air Sense mini, knowing that it would require additional steps, effort, time and hassle. if Lofta had disclosed this issue on their website I would have never ordered it. The fact that they agreed to take back a used device indicates that they know that this is a problem, there are numerous posts regarding this issue on the internet. so, they refunded my money, but kept a $210.00 "restocking fee". They know that they are deceiving people by omitting this critical information and even if they refund some of the money, they still profit off of this deception by omission. I want my $210.00 returned.

  Business Response

  Date: 06/14/2024

  Please see attached. 

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lofta informed me 4 years later that I was provided with a less quality product for my condition. I have written proof from one of their employees so there is no denying this. They provided inadequate customer service with my **** malfunction and still cannot figure out whats wrong. They charged me for a replacement mask that was not even the cause of the malfunction. They promised to refund their error but have not done so. They refuse to take responsibility for making these mistakes. Since Im without a working ****, Im sick and continue experiencing breathing issues. They tried to sell me the same exact machine for $1,000 knowing full well the product (a traveling ****) does not compare to a home unit. This was my first experience with a **** machine and I thought they were the experts. Lofta played Russian Roulette with my condition, which is fatal if not properly treated. I dont want this to happen to anyone again. Their solution: expressing their extensive experience by send replacement parts for the **** without knowing whats wrong AND after I told them of an error message that shuts my machine off. Lofta, you owe me a home unit system that you shouldve provided me in the first place, a refund for the face mask, and a professional courtesy. Act like Im a person, not a number.

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased at home sleep apnea test on 7/14/22 for $189 plus $60 overnight shipping. A consultation was then needed to have product sent and was provided on 8/4. Shipping confirmation received 8/5 however label was voided and a second shipping confirmation was received later that day however nothing shipped and I was able to reach out to them and they again reissued shipping on 8/6. Despite my paying the cost of next day shipping the delivery was only received on 8/8. Test was taken that evening and uploaded next day with device indicating all information needed was recorded. The following week after more than sufficient time had passed I contacted the company for results and after shuffling around to find an answer they tell a retest is needed. I accepted and asked for expedited shipping according to my receipt. ***** says does not see payment for next day so i sent my copy of the receipt and he then said okat we will ship next day but did not actually do so as the method was second day. I only want a refund because i am not sure theyre honest.

  Business Response

  Date: 08/25/2022

  Dear ******************,
  
  I apologize for the frustration you have incurred as a result of your sleep test order. You purchased your sleep test from Sleepapnea.org and they forward their orders to Lofta for fulfillment. Unfortunately, the expedited shipping you ordered did not pass through to the Lofta order.  I have requested that Sleepapnea.org refund your entire order including the $60 shipping even though we have not received the returned test back from you.  We are an honest company that processes over **** sleep tests per month. Again, I apologize that you had poor experience with the process. Please feel free to contact me directly at ************ or ************************************ if you have any questions or would like to discuss further.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/25/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/11/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did the sleep study, got my results and Lofta put together a cpap package that cost about $1270 for me. I paid for the overnight shipping ($60) on Monday 8/8/21. I did not get any correspondence after that. On Tuesday night when the device did not arrive, I contacted Lofta inquiring. I did not get a response. I finally managed to get to someons today Thursday 8/11/21 and he told me he has no idea why the product has not even been shipped. This is extremely disappointing as a prior to making my purchase they had been quite responsive. This company touts the importance of treating sleep apnea urgently and has failed at the first step.

  Business Response

  Date: 08/11/2022

  **************,
  
  I apologize for the delay with your order. There was an error on our part and apologize.  Your order was shipped today and we also refunded your overnight shipping charge of $60 this morning. You should have received a email notice of the refund and a shipping notification email.  I tried to call you but the call could not go through to the number you provided. It is not like Lofta to not respond to an email or voicemail.  Can you tell me how contacted Lofta on Tuesday when you did get a response? I would like the opportunity to correct this if a Lofta team member did not respond.  Please contact me at ************ or ************************************.
  Again, I very sorry your order was delayed by 2 days.
  
  Sincerely,
  ***************************