Sears (OneSource) OneSource Lousy Customer Service. Customer Service Rep. Insulted Me Refuse to transfer me to supervisor. Waste of time & Money... Torrance California

Bought a Kenmore refrigerator for $2,000.00 and a month later the refrigerator was not working anymore. It was freezing all my food that was not in the freezer, called Sears to send a service tech the tech came by 3 days later and had to replace a motor that was freezing all the food. Three days later still had the same problem so i called again and was told another tech was going to come by. Another 3 days went by and the tech arrive and said all it needed was to adjust the temperature which he did and changed another part that was not working. Two days later started leaking waster and i called again and another tech (this time they sent a Senior Tech) to look at the problem and was told to go back to Sears and ask for a different refrigerator because according to him the one that i had was no longer repairable.

Went to Sears and they called One Source and had me file a claim. I filed it and Maryann from One Source said they were going to deliver a brand new refrigerator to my house within 2 days, they put me on hold to find out the time when they were going to deliver it and they hung up on me after i was on hold for 1 hour. I told the sales person at Sears they had hung up on me and she tried calling again and she said they were already closed and that i had to call (One Source) the next day to find out what time they were going to go. I called the following day and they said they were going to go in two days between 1:00-3:00 p.m. Two days go by and they call saying the new refrigerator did not pass inspection and they had to reschedule, so they reschedule for another 2 more days. Two more days went by and was told they had to reschedule again because of the same problem (inspection) so they rescheduled me for another 2 more days. By this time i was already tired to wait and i went to Sears to make a complaint and the Supervisor said they were going to take care of the problem and once again they called One Source and put me on the phone again with a lady named Rain. She said they could not do anything and of course i was very upset by this time i told her i wanted my money back and she said they could not give it back to me. That i could get another refrigerator for the same price and i told her no and she insulted me by saying that i was acting like a 3 year old having a tantrum and that she was not going to give me my money back period.

I asked to speak to her supervisor and she refused saying she had authority to make those kind of decisions and she wasn't going to transfer me. After we went back and forth for about another 1/2 hour i got more frustrated and told her i was not going to speak with her anymore and she said fine to give the phone to the supervisor at the store so i did and he finished talking to her. After that the supervisor told me that he was going to give me my money back and that it would take 7 days. The following day i got a call from One Source and was told a refrigerator was going to be delivered the next day, so i told the operator i did not want a new refrigerator that i wanted my money back and she said no that it was already too late and that it was already scheduled to be delivered. I told her i was not going to allow them to deliver a new refrigerator and hung up. Later that same day i got another call from One Source saying they had to rescheduled because the refrigerator did not pass inspection again and i told her again i did not wanted a new refrigerator anymore and i hung up again.

I went to Sears again to speak to the supervisor and he had the day off. I told the whole story again to another sales person and he said to call One Source again and i refused so he said to come back another day. I'm going today again.

This is a nightmare.... I hope i can get my money back today.

Jackie
Hawthorne, California
U.S.A.

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