SSM Health Care of Oklahoma

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The "sales associate" not once informed me of this store policy. Coincidently, when I left the store that day after ordering fans with this particular sales associate, I phoned my husband and told him that I did not feel very confident in the transaction that had taken place as the sales associate was not very knowledgable about the fans. The sales associate handed me my copy of the receipt but did not point out to me the "policy"...I didn't have to sign it so I didn't look at it...my mistake, I now see. To my husband's defense, he never said "she should have checked with him". So, this all being said, it basically comes down to "he said/she said" and this "local business" is trying it's best to cover up their "sales associate's" lack of doing a proper and thorough job of informing the customer of THEIR store policy. They charged me a restocking fee that amounted to the price of one of the four expensive fans purchased...absurd! There is a lot of emphasis put on supporting your local small business...this is one I will never again consider supporting in th future. If they are comfortable taking $260.00 from a customer who was not properly informed from their sales associate of store policy, then so be it.
Regards,
[redacted]

We are sorry she is unhappy about the special order purchase she made. We have a policy implemented that states no returns on special orders, ordered lights, or lights  that have been installed. The customer was told by the sales person that there were no returns on special orders, and is...

also very clearly printed on the customers invoice  of her purchase. After the customer picked up the merchandise she ordered, the customer's husband came back making a strong argument on his wife's behalf. He explained she forgot to check with the contractor to see how her house was wired. I explained to him of our policy of no returns on special orders, a policy that we have had no problem with since 1981. Her husband admitted that his wife should not have made the purchase without his approval. I even made an exception and refunded his money back on 75% of the purchase, something we cannot afford to do every time a customer special orders an item, followed by a return for reasons of their own neglect.This is quite shocking that she would, in fact, write a letter of this incident when we considerably helped her out, along with giving her 75% of her  money back.