Floored by £200 offer to pay for a £460 repair

Currys delivered a fridge freezer last August. While removing the old one, the delivery men badly scratched my wood block floor. They recorded it on their delivery report. I sent Currys a quote for the repair, £460. I waited eight weeks and then contacted customer services several times. Each time I was promised a call back, but never received a single reply. In late October, Currys offered £200 for the repair with no explanation of the amount. I rejected the offer and was told Currys would be in touch. I made many more calls and was always promised a call back. I am still waiting. EH, Cheltenham Currys says the five-month delay was an "internal approval process issue", whatever that is. It doesn't explain its constant failure to return your calls. But it has agreed to pay the full cost of your floor. What a good job you did not accept its cheeky £200 offer. • Email Margaret Dibben at [email protected] or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. Letters are selected for publication and we cannot give personal replies. The newspaper accepts no legal responsibility for advice.