AN 80-year-old friend of mine who lives in an upstairs flat with a narrow steep staircase was very upset when her fridge-freezer broke and was beyond repair. She would have to use her small savings to purchase a new one.

She rang the appropriate council office to ask if it could be collected and taken to the tip. A very unsympathetic official told her it would cost £17.50 and she would have to get it outside her front door for collection. When she explained she suffered from a rheumatic problem and couldn't possibly lift it, let alone get it down the stairs, the response was virtually that's your problem'.

She rang me, quite distraught, and I remembered that when I had bought a washing machine from Knees they took the old broken one away. We went to Knees, had a brilliant salesman who unhurriedly explained everything my friend needed to know.

The fridge-freezer was delivered the next day, right on time, by two very helpful men who eased the appliance into a small space, set it up and took the old one away for a small charge less than the council had quoted. She cried tears of joy and relief.

I went to Knees myself today and a very helpful assistant found just what I needed that is a regular experience. How fortunate we are to have such excellent service from a local family-owned department store. And of course they regularly advertise in your paper!

B Parr, Winsley