Sears

I purchased a refrigerator, front load washer and dryer in April 2010.
My refrigerator stopped working in the middle of the night. I woke up to a puddle of water all over my kitchen floor and spoiled food not to mention insulin that wasn't in the right temp. as well. I made a call that morning which was Sept. 11, 2010. I spoke to Rochelle in the repair dept. the soonest a tech. come out would be Sept.17, 2010 between 8am and 12pm. I explained to her that my husband and i are disabled and could not wait that long. She transferred me to a manager name Erica, Erica moved appt. date to Monday the 13th of Sept.2010 between 8am and 12pm. i was satisfied with that. I received a call Sunday Sept. 12, 2010 that they were overbooked and could not make it on Monday the 13th i again explained situation so she said ok i won't cancel your appt. then. I called Monday the 13th at 7:50 am to confirm my appt. Spoke to Annette she said they were not coming today but have me scheduled for Friday the 17th of Sept. between 1and 5pm i then told her that wasn't a good time since i have to pick my son up from school she suggested i keep appt. and when tech. calls me to explained that to him. She also suggested i call the warranty dept. for food lost and to find out if they could come out sooner. I called that dept. on Sept.15th 2010 spoke to a supervisor name Allen explanied to him my situation so he auth. someone to come out on Sept.19th 2010 between 8amand 12pm because they could not give me a replacement refrigerator. Repairman arrived Sept.16, 2010 at 8:15am. He looked at the refrigerator said it was the board and they don not carry part it comes from Korea so it takes about and week and a half for part to come in. He also placed a call to food loss dept. so i spoke to someone there. I then called Sears at Ingram to speak to salesman that i bought appliances from he was not in. I then asked to speak to a manager he said he could help me because he was the assistance manager for that dept. his name is Anthony i again explained the problem he said only thing he could do was give me the number to Customer Solutions. I called Customer Solutions and spoke to Shilo i again explained the problem and i suggested if they were willing to just replace the refrigerator insted of me waiting another week and half. She said i was outside mu 90 days and would not qualify for a replacement. She also said that she would put a emergency rush on the part because of our medical necessity and will also make notes to come out on a Sat. to replace the part. She also suggested i could buy a mini refigerator and they will reimburse me the money. i explained that right now i did not have the funds to do that. Weekend came around no part was received. I receive a call from Sears parts dept. from a girl name Crystal to notify me that my part would not be in unti Oct.1, 2010. I told her we could not wait that long we are also a family of four not to mention the two disabled people she said to call in the morning to cutomer solutions again and explaine my problem again. By the way that call from Crystal came in 8:25pm. I called Customer Solutions at 8:45am spoke to Hannah i gave her my phone # thinking it would be easlier than explaining everything all over again. She looked it up but, I still had to explain everything again she herself called the repair dept. and said the part would come in Oct.1, 2010. I again explained because of our medical neccessity we could not wait any more she replied by saying they would send me a replacement but i would have to pay 15% re-stocking fee. I told her i should not have to pay that because of the inconvience this has caused my family and that insulin was not properly being taken because of the inconvience of not having a refrigator she the asked where are we keeping our insulin i told her at my neighbor house which she is not always avaliable and at night when sugars drop we can't grab a glass of orange juice to bring them up. I explained to her that if we end up in the hospital Sears will paying more that 15% re-stocking fee. She said she was sorry but, she could not do anything i that i have to wait for the part to come in. I asked if i could have a regional director # she said they are the highest people i can talk to. I told her i needed this problem solved and could'nt wait until Oct. 1, 2010. She transferred my call to a supervisor Name Shawn Tay. I explained to her my situation she was very rude and said they had already explained to me that there was nothing they could do for me and she could not give me another number and hung up on me. So my question to you is what kind of business is Sears really running here. I cannot believe Shawn is the Manager for Cutomer Solutions if she is treating a disabled person or for that matter any person they way she did. Please Help!