Claremont Home Appliances scratched my floor

I loyally supported this business for 20 years during which time I purchased 2 large fridges, 2 washing machines, 2 hobs, 2 extractors, 2 vacuum cleaners, 1 oven and numerous small items, spares & repairs. They recently delivered a fridge & removed the old one but left deep long scratches on my wood floor. I reported this to the saleslady Bernadette and emailed pics to her. After about 3 weeks of no response I went there and she was surprised I hadn't heard from anyone, so I asked to see the owner or manager. I was sent to a Sebastian (manager) and I asked him to physically come see for himself. I had no idea of what I wanted from them - I just wanted someone higher up to come and see how bad it is. This should be very easy for them, as I only live 300 metres from the shop. Sebastian made an appointment to come see but called me that morning to say things were very busy and that he would come the next morning at 9am. He never pitched up. All I wanted was for them to see and let them offer to do something, if they would - I wasn't demanding anything. As a result of this failure to address the issue, I am not ever going to support that business again. You would think they would try harder (but I am not going to chase them any more....if they care, they will come running to me now - but I won't hold my breath) as they now have a Hirsch's down the road to compete with. I will go there and elsewhere from now on. Thank you for the 20 years of good service, but sorry, one big strike an you're out. Don't call me to come see now, you're no longer welcome in my home, you had your easy chance and you blew me off. Now you can only offer me money to fix this, nothing else.