We first sought to order a new range on Costco.com, but it was almost four weeks until a delivery would be possible. We then went to a local competitor after looking at the distances to the stores from our home. The first local appliance store didn't have any stock of what we wanted & told us to try Bray & Scarff Bethesda. We went there and walked in to assess the range we were interested in after doing intial online research. The salesman at Bray & Scarff was very nice, informative & not pushy at all. Very nice. Bray & Scarff had the range we wanted in stock and offered to deliver two days later. SOLD!! Yes, it's was $400 more expensive than Costco, however we didn't want to be without a functional oven for another 4 weeks. Their delivery experience from tracking to the delivery team was excellent! The three men delivery team was professional, helpful and respectful. We would wholeheartdly recommend Bray & Scarff. read more

I recently purchased a washer, dryer and new KitchenAid dishwasher from B&S Bethesda. The dishwasher made a horrible sound the first time it ran but based on internet searches for this issue, it said it was possible it would go away after the first few uses. After running it a second time with the same issue, I contacted my sales agent on June 8, sent him a video with the noise and he agreed it was not normal. A tech came out on June 12 and was told the wash pump was bad and needed replacement and they would have to get back to me. I called my sales agent and told him since I had ordered and paid for a brand new dishwasher (and five year warranty) I wanted a brand new dishwasher and not a repaired/refurbished one. He said he completely agreed but it wasn't up to him and he would get back to me. The next call I received was from the Service Dept who repeatedly told me I can't get a new dishwasher because it was after a seven day period that is "noted in my contract." I have no such contract that states I have seven days to return something. I have asked multiple times to be sent a copy of what document states this as I have a PO, invoice and delivery receipt, none of which reference a seven day period. She also said once the part was ordered it had to be repaired; it could not be replaced. In either case, I contacted B&S seven business days after the day of installation, so this argument is irrelevant. I called the sales rep back again and he said he completely agreed with me, I should get a new machine but he would have to "go to Corporate" to try to resolve. I have yet to hear anything. Additionally, the $100 rebate I was supposed to get from KitchenAid was rejected after I submitted it, based on the information I was provided by my sales rep. I have also not gotten a response as to how that will be resolved. I ordered and paid for a brand new dishwasher. It was not adequately tested after installation, or the sound would have been apparent after it ran for more than three minutes. I was sold a defective product that did not run correctly when installed and I expect a complete replacement with the same new model as I ordered, not a repaired machine. read more

We were long-time customers. Largely because the repair service and follow-up were really great. In March, we paid $500 for a repair. 5 weeks later, the washer is broken again. They want me to drop $130 to look at it. Plus it took them almost the full month of March to schedule a diagnostic, order a part, and show up for the repair. It is the second time we have experienced excessively long times to resolve a problem. Not shopping and in Barf & Scharff again. read more

Terrible customer experience with installation. I've been trying to get a fitting kickplate between my 800 series Bosch 18" dishwasher installed since early December and now I've just been informed that they are not going to fix this because kickplates are "cosmetic"?!!!!!! Unbelievable. No one at Bethesda Bray and Scarff is taking responsibility for getting this issue fixed after *months* of calls, and emails and failed appointments. I was told to do my own research and call Bosch support myself, (which I did, twice and then reported details back to them, along with installation schematics). And STILL they cannot install a kickplace for this model. Now they're telling me kickplates don't even have a function, so I need to just learn to live with it. I don't know if they're idiots, or if they just think I'm one. See picture attached - does that kickplace installation look complete to any of you?? read more

Bray & Scarff - Bray and Scarff incomplete dishwasher installation. Showing missing kickplate at bottom of the dishwasher. - Appliances Near Me - Bethesda, Maryland

AVOID THE BETHESDA STORE LIKE THE PLAGUE b/c they sold me overpriced rudimentary GE dryer @ $750, now broken after only 3yrs, demanding $139 just to diagnose on top of actual labor/materials repair. Store manager Patrick said he'd help, now blowing me off. Last dryer from HDepot lasted 15 yrs, and better service. read more

We bought a Sub-Zero refrigerator from Bray & Scarff on Wisconsin Ave in Bethesda. They installed the freezer tray backwards. We purchased their guaranttee. When we had issues closing the freezer door, the Bray & Scarff technician said the issue was ice on the door slides. When the problem persisted, we called EZ Refigeration recommended by Sub-Zero and they found the problem. We won't be buying another appliance from Bray & Scarff. read more

We needed a new professional range for our kitchen. I shopped online and I went into the Bray and Scarff Bethesda showroom multiple times to compare options. We ended up selecting to work with sales manager, Paul Walterhoefer and Bray and Scarff. Paul was patient and knowledgable across product lines and price points. We had a great experience from purchase decision to install. Delivery was fast. It only took four days from invoice to install for our new range to arrive. We had wonderful customer service from start to finish. I will work with Paul again on future appliance needs. read more

They have the worst salespeople, installation team, and service in the area. In September 2024, I ordered a cooktop and an oven. They took over a week to schedule measurements. After the measurement, which they didn't do correctly, I was told I would have to pay an additional $150.00 to enlarge the oven cabinet. They never scheduled delivery until I returned to the store to ask where my appliances were--which they told me they had in stock when I ordered. It took weeks for delivery. The installation in late October 2024 could have been performed better; they cracked the granite while installing the cooktop. The opening for my oven was more prominent than the oven itself, necessitating a "skirt" to close the gaping hole beneath it. I emailed the store salesperson, but Larry has yet to respond. In November 2024, I went to the Bethesda store and spoke to the salesperson, Larry. He said he had received the emails at his address; I resent them again at the store and said he would handle it. I have called and been put on hold, but nothing has happened: Larry has not responded to any of my calls or emails. It is now December 2024, and I have yet to be reimbursed the extra $150.00 I was charged. No service people have come to repair and seal the granite counter that was damaged during the cooktop installation, and no service people have come to install the skirt needed to fill the gaping hole underneath my oven. What a non-performing organization; I would be very wary of ever doing business with them. But I will return to the store to demand my money and services! . read more

As in all of the one-star reviews before mine, I am in the midst of a Bray&Scarff service nightmare. Here is the email I just sent to their customer service address as requested by Bray&Scarff multiple times throughout Yelp. 2/19/24 Bray&Scarff: Based on your Yelp reviews and my current 6-week+ service odyssey with a one-year-old refrigerator, the scam that is your warranty service is not improving any time soon. Just got off the phone with your service center call person who told me yes, my part had been ordered 6 weeks ago, but, no, no update on when it would be available. The woman told me, not very nicely, that she could put in a request to track the part order. You think? I said yes, please, and she told me I might get a call by the end of the week (it's Monday). This is outrageously bad customer service. Sadly, like all the other long-time Bray&Scarff customer reviews, I am wondering what happened? Since Bray&Scarff cannot provide the timely and professional repair services promised in my service warranty contract, I expect a full refund for both my refrigerator warranty, and my oven warranty. I will deal directly with GE in the future, and I will not buy from Bray&Scarff again. If you cannot refund my money over the phone, I will come to the Bethesda store to take care of the refund in person. I will update if I receive a response from Bray&Scarff. read more

We purchased a brand new washer and dryer on July 3, 2023from the store on Frontier Drive in Springfield, VA. While it was delivered that week, it was apparently NEVER tested as the cold water wash does NOT work. A service call was scheduled and the tech told us we would expedite the order for the new part. It was not even ordered. A call a few days later found that the part had still NOT been ordered at all and a new part would take 10-14 days to receive. Well, it's August 23 now and we have NOT heard a thing. It's been almost 2 months since we were able to do a cold wash. The promised rebate has been approved for several weeks now, but it has not yet been received. We have called and sent numerous emails with zero effect. All in all, just a terrible experience. It doesn't get any better, either. It is now September 1, 2023, and the part that MIGHT fix the problem MIGHT be in next week. Of course we will have to schedule service once the part actually arrives. Who knows how long that will be and whether or not it actually fixes the problem? read more

I purchased a new Kitchen-Aid fridge in July 2023 from this location. The sales team was great, but the warranty service has been a nightmare. The fridge stopped working just inside the one year manufacturer warranty last month. Bray and Scarff sent out a technician 3 days later to see what the issue was. He diagnosed a broken compressor, tech support overruled his diagnosis and required him to replace the starter to the compressor. He returned nearly a full month after the initial call and made the repair. The repair didn't work. We were told that we had to reach out to Kitchen-Aid (Whirlpool) directly to get a new compressor covered under the sealed system warranty as Bray and Scarff does not do sealed system repairs. We contacted Whirlpool that day and said it was a sealed system issue, they set up a separate company to come inspect the fridge for repair, diagnosed the same issue Bray and Scarff already repaired and are telling us it isn't covered under the warranty because we called them after the 1 year warranty and the 5 year warranty Bray and Scarff sold us should cover it. The extended warranty company, Epic Protect Product Protection, has said that since we contacted Bray and Scarff in the first year of service, it is a manufacturer warranty and won't cover it. After dozens of phone calls, I've got corporate Whirlpool saying it is their policy to not interfere with a binding contract extended warranty because I am unable to get Bray and Scarff to provide the service records to Whirlpool documenting the service they provided and timeline. Whirlpool is unable to get Bray and Scarff to provide service records to them. The failure of Bray and Scarff is making it impossible for us to get coverage from either of the warranties that came with our fridge and we have now been without a fridge for more than 6 weeks. Bray and Scarff isn't just providing terrible customer service with their repairs, they are actively making things worse. read more

We had been loyal Bray & Scarff customers for years and are extremely disappointed in the customer service we received for an expensive washer. We tried for several months to resolve the issue, and they were unresponsive and uninterested in our business then said the washer was out of warranty while the problems actually started while the washer was under warranty. Unfortunately, we ended up having to purchase a new washer elsewhere and wasted several months trying to resolve the issue with Bray & Scarff. read more

sales team is fine, but the delivery and service departments are the absolute worst!! They give you a 4-hour window when they'll arrive and regularly either don't show up or don't come in that window. They don't work on weekends so good luck if you have a job and don't have someone who can stay at home. if you can buy appliances anywhere else you should. this company is a criminal enterprise. read more

BUYER BEWARE The sales department is fine. However, once the appliance needs to be repaired, the service department is inefficient to the point of being extremely frustrating for customers. Delays in response time, repeated scheduling issues, and a lack of communication make getting repairs a drawn-out and stressful experience. Even simple issues often take multiple visits to resolve, and parts are always out of stock or back-ordered. Despite the good experience with the sales team, the service department's inefficiency severely detracts from overall customer satisfaction. Here's my experience: My dryer quit while it was still under warranty. They sent someone to repair it, but he ordered a part that took over two months to receive. The repairman showed up at my door one night at 7:00 pm without phoning beforehand. We rescheduled, and when he came back to repair the dryer, he claimed it was fixed and left. However, it quit working again as soon as I tried to use it, and my washer also stopped working. The same thing happened when they sent another technician. Now, they are ordering another part. read more

Spent 10k on oven, microwave, cook top. Kitchen Aid 30" walloven inner glass door panel shattered on 2nd use. 30 mins into a 40 min cook cycle @400 degrees. 2 weeks after notifying salesman we have been contacted once and told the master tech was away until the next week. Next week comes and goes. No further contact. 10000 dollars. They got their money and thats about it for service. I wold not purchase any cheese from this outfit again. Theres too many other ways to buy these days read more

Very disappointed with their "Rebate" of the delivery fee that's essentially a trick so you lose $50 anyway. They give you the paperwork; the code you have to put in doesn't work; you call them for help and they never call you back. It's a sleazy con job just to rip another 50 bucks from your pocket so just purchase directly from Lowes, Home Depot or online. They're essentially Used Car Salesman for appliances. read more

Buyer Beware! Dismal overall experience that does not seem to end. I should have read all their 1 star reviews before purchasing from Bray & Scarff Bethesda. Just read their templates responses to each negative review. read more

We bought a washer and dryer from Bray & Scarff a little over a year ago. The lid needed a small fix ( part) but it was going to be over a week for service. Wait times for service under warranty are too long. read more

Terrible customer service. Long wait times on hold. You have to pay up front for parts and repairs without any indication of when the service will be performed. Bought all my appliances here. Will not go back read more

Excellent service from Nestor and Leo from the Ph4 crew, complicated gas stove top replacement. they were great ... read more

My review is like many others meaning the salesman are very polite and engaging until they make the sale and that's when things change. I made a purchase of a refrigerator but had to unfortunately cancel my order. I was then talked to and treated like someone that had committed a crime. I have never had a salesman EVER talk me with such disrespect. I will never shop at the Columbia Md Bray and Scraff ever again. Buyers beware! read more

Horrific service. We are stiil dealing with the manager, corporate, permitting, assistant manger, etc. We ordered a simple gas oven with install and a carbon monoxide detector. There was no follow through from the manager, no inspection, among many other issues. We had to return early from our vacation for an inspection from WSSC that did not happen through their incompetence. A nightmare. read more

Delivery of a clothes dryer was scheduled over 10 days ago for yesterday between 2 and 6 pm. yesterday. At 6:30 last night, driver called to say they would be coming at 8:30 pm!! I told them that that was unacceptable and that they had to return this morning. This morning I called the service Dept who - without any apology - plainly informed me that they had no trucks and would not be able to deliver it today - probably not even this week. They failed to show on schedule, failed to Inform me promptly and now are unable to do the delivery in a reasonable period of time. These clowns are incompetent and I will never do business with them again. Beware. They couldn't care any less for their customers. read more

when we bought our refrigerator during covid, we had a good experience in the store and got delivery earlier than expected. it turns out we got a lemon (JennAir). Within days, the door panel fell off. They came to repair it in a week, and days later it fell off again... and again! They told us they ordered a new door panel piece, but many months later, the tech came with the drawer, not the door panel. That was more than a year ago.... Every time I call I get told I'll receive a call back but never do. I've been accidentally disconnected. When I've asked to speak with a manager/supervisor I have been told they're not in the office. Terrible horrible non existent customer service. I'm going to go direct to JennAir. read more

I had a great experience working with Kesha to set up a dishwasher repair. She was able to facilitate the EPIC Protect coverage I had purchased for the dishwasher so that I avoided having to separately call EPIC before being able to schedule the service call. She was great! read more

I have ordered now three different appliances from Bray and Scarf. Twice in the store and this time on line. I purchased two washers and one dryer. The first GE washer did not last all that long but that is not the fault of Bray and Scarf. I did get the deliveries and they were nice so seemingly all good. My beef is with the Bray and Scarff Delivery rebate and I now have a pattern established. They say you can apply for the delivery rebate and I have on three different times now and each time I get nothing. Not a big deal, I had other things to deal with of course. But now that this has happened three times I have a pattern. The Bray and Scarff delivery rebate is terribly misleading. This third time and I spent a lot of time because I was very determined to get my rebate. I read the fine print about order numbers, location numbers, model number, serial number, and delivery codes. And you can't use Safari for online rebate but Chrome or Firefox. And in addition to entering the model purchased - "A Delivery Code MUST be entered as a second item along with the cost of delivery." OK I will do it. The invoice lacks a delivery code so the process is deliberately structured for failure. The House (Bray and Scarf) always wins and the consumer loses. Frankly, it is not the the $50 dollars that bothers me. I would have happily just paid it but what gets me is the deception and disingenuous offer of a "delivery rebate. Three times they got me on this. No more. All my future appliances will be from COSTCO. read more

After I sent an online inquiry to the Chevy Chase store, Paul Walterhoefer promptly responded with the make, model and pricing for a great washer/dryer that would fit into my narrow space and a delivery date for about a week later. More than I hoped for in a pandemic! The company asks customers to respond to questions, in writing, that confirm that that they do not pose a COVID-19 risk to delivery personnel. But when I asked Mr. Walterhoefer if the company would provide me with answers to the same questions from delivery personnel, his tone was curt. He suggested that I call the delivery department myself OR refuse delivery OR not concern myself because they've done "over 200 deliveries during the pandemic with no problem"! No effort on his part. And no assurance that the safety process in place to protect personnel is there for customers. I asked the delivery personnel myself if either had tested positive for COVID-19 or had symptoms. Terrell and Stephen promptly and politely responded that they had not. They wore masks and booties and were very considerate of me and my home. They completed delivery and installation smoothly. I have a wonderful new washer and dryer! But I am disappointed that, when I asked for the assurances that would make home delivery during a pandemic most comfortable for me, my salesperson, Mr. Walterhoefer, chose to dismiss me and my concerns. read more

I have had a terrible experience. I paid $600 and they delivered a non-working microwave. In fact the person who installed even showed me that it did not work. I am asking the store to pick it up and refund my money. It also very frustrating that they dont even ask when you want something delivered. They simply call you and announce when they are coming. read more

We have bought appliances from Bray & Scarf in the past, and we're very happy. Maybe it's because we were buying things that Bray &Scarf prefer to sell. This afternoon I went to buy a new dishwasher. I wanted a Bosch so before we went I checked the website. I was delighted to see that at least two models were available and could be delivered in a few days. Imagine my surprise when the salesman told me all of the Bosch models were back ordered for at least ten months. Then he told me everyone else is in the same situation. So I asked about Kitchen Aid. Nope, they take months to receive too. Did they have any stock? Yes, they have GE and a Turkish brand I've never heard of. I asked why the website says they have Bosch "available." The guy said to me that they are available, you have to order them and they take ten months. I pointed out to him that when most people see the word "available, they don't expect to have to wait ten months. To make a long story short we got in the car and bought a Bosch at a big box store down the street. It's coming in 6 days. I called the sales desk later and the person I spoke with said that whenever they buy Bosch they order the number ordered and "a few more." I pointed out that my dishwasher is broken. I don't plan to wash dishes by hand for ten months. Does anyone? But of course most people don't. They can't. So because they need a dishwasher stat, they buy a GE or a Turkish dishwasher. They can't depend on the website because the website thinks available means IN TEN MONTHS. This is false advertising and bait and switch. If you don't have something for ten months you don't have it. And you don't tell customers that ever other seller is in the same boat. Bray & Scarf used to be a great local business. Too bad. read more

Never buy an appliance from this outfit! I've been waiting 8 weeks for service on my KitchenAid dishwasher purchased from them and it's still not functional! Also, their warranties are totally worthless--which are offered through some rip-off warranty company that's probably a predatory private equity firm squeezing money out of customers on behalf of their shareholders. Also, their phone hold times are ridiculously busy. Buy your appliances from any other company!!! read more

I was in need of a new washer and came across Bray and Scarff after a couple of bad experiences with some other appliance stores. I was armed with all the dimensions so the only thing left was to find a washer. I entered the store late in the evening and was greeted by Stephen Arnold, an Appliance Specialist, who was friendly and extremely knowledgeable. Stephen took an interest in my washer issue & concerns and helped advise me in picking out a washer best for my needs. This took about 30 mins and was a very thorough process. Stephen's customer service was second to none. I never felt pressured, rushed or unimportant. I can see why Bray and Scarff has been in business since 1930. My washer arrived on time and on the date promised. The delivery guys were prompt, courteous, and clean. They installed my new washer with no problems. This process was easy breezy from to start to finish. I strongly recommend Bray & Scarff for your appliance needs unless you enjoy dealing with nightmares from those other guys. Oh yeah, don't forget to ask for Stephen Arnold. He'll take good care of you. read more

Do not learn about Bray & Scarff the hard way like I did. I assumed most of the other negative reviews were sour grapes but if you are taking the time to read reviews, I strongly urge you to consider their weight. In June, I purchased a $3,000 Speed Queen washer and dryer set. I had heard some concerns about Speed Queen but went against my better judgment due to the Bray & Scarff sales team assuring me of its high quality, reliability, yada yada. Lo and behold, the dryer broke just 4 months after my purchase - like, totally dead will not even turn on without a high-pitched beep and flashing error codes. Very conveniently, Bray & Scarff is set up so that their stores and service departments operate separately and there is zero accountability between the two. The store claimed it can do nothing to help and that I need to contact their service department. Yet again, I am going to have to take time off of work to wait for a service call and replacement parts (of course the service dept is only open 9-5 during workdays, super convenient...) Do not trust that the Bray & Scarff sales team knows anything about the products that they are selling. Demonstrably, they just want to sell you the most expensive product and then do absolutely nothing to make it right in the event that there is an issue. Know that if you are considering a purchase from Bray & Scarff, it's just a matter of time until you are in the same position as the rest of these bad reviews. read more

Bray and Scarff has a nice showroom, with plenty to choose from ( we were buying a washing machine) but delivery is not user friendly. For those of us who work waiting until the close of business the night before to tell you when your 4 hour delivery window might be makes it super difficult to plan. Even if they could share information at 4 pm prior to the close of business it would be helpful. I'n either case you pay a lot here and it's certainly not for the customer service. Go elsewhere unless you are stuck read more

I have to give a shout out to Guy at Bray and Scarff. We recently bought a home that came with an old stackable gas powered washer/dryer in a small hall closet. Finding something to replace it that fit our space was a challenge. Guy was on it, sent someone to measure our space, verify if we were on gas or electric, and found the few models that existed that met our specs and fit our space. Even went beyond what Bray and Scarff sell to give us more options...above and beyond what he had to do. Grateful for the knowledgeable advice and will certainly use Bray and Scarff again when choosing appliances. read more

This review is for the repair service. First, it took three business days for Bray and Scarff to send someone--so, because this fell over a weekend, we couldn't use the appliance for five days. Second, Bray and Scarff doesn't stand by their work. The repairman fixed the appliance and it worked well for about four days then broke again. Bray and Scarff insist that I need to pay in full for a brand new visit--to fix the problem that should have been fixed during the first visit. Don't waste your time with Bray and Scarff. Find a service that will come quickly and give you a warranty on their work. I do need to say that the repairman himself was very helpful and friendly, this isn't a criticism of him. read more

Purchased an expensive dishwasher Bought an extended warranty. Dishwasher broke in a month, they will not replace it, reaching them is a nightmare, setting up an appointment for repair took weeks. I would never recommend buying anything here. read more

Don't be lulled into a sense of security with the responces by the "business owner" professing that they value customer service and that all you need to do is reach out to them with your contact information and best time to call. I did so the day that the responce was posted and I provided them with my contact info that day. I have yet to hear from anyone yet! It's almost been a month! My advice Shop elsewhere read more

Kitchen Remodel - Design, Cabinetry and Appliances - Late last year we came to Bray & Scarff (B&S) because we hired a builder to remodel our kitchen in a townhome (TH) in Potomac. Our initial intent was to purchase the appliances, like we had done for many years, which we did: a dishwasher, refrigerator, a gas range, an advanced microwave/oven and a wine refrigerator. The appliance purchases were easy. We received great attention throughout the process of design and fitting to cabinetry. The appliances were very competitively priced and were very well served after the purchase to change the wine refrigerator to a higher capacity model, and to exchange the dishwasher when the original builder required us to exchange the dishwasher for a narrower model to fit the cabinets that were installed incorrectly (not by B&S), by about 3/8". Appliance purchases: 5 stars The design created by Shawn Campana was outstanding. Shawn's experience throughout the process was critical to enabling us to design a kitchen that would be what we were dreaming of after living almost 30 years in our TH. His attention to detail was supurb, in all aspects, and once we hired the correct builder, his design became a reality. Design 5 stars. We also purchased our cabinets from B&S. After some negotiation and competitive bidding against another wholesaler, B&S won out because the price was competitive and included the acrylic white cabinetry we were seeking. The cabinetry was delivered on time included all of the spacers and footers needed, and only one call to B&S to replace a bracket that had been damaged by the countertop contractor, (Architectural Stones 5 stars) and B&S responded quickly and without additional cost. My only comment, because we hired our own builder, because every time we wanted an opinion by the B&S installers/subcontractors, it always appeared to us that they were too busy and would only come out after paying an hourly fee to propose or consult on difficulties encountered by the original builder, who was terminated two-thirds in to the project. For that, I deducted one star for almost a perfect project in the end. Perhaps in the future, B&S can recognize that they are not the only installers intown. A kitchen remodel is very complicated if you are involved in the design and purchase of cabinetry and appliances. I highly recommend B&S, and especially the designer Shawn Campana for his attention to detail to the end. read more

I bought three appliances at this location 3 years ago in an effort to support small, local business vs. the Mega chains which are at times cheaper. What I got was 3 years of aggravation. The microwave turned out to malfunction from the get go. The dishwasher has gone through 3 repairs so far...even when you pay the extra for the extended support plan you don't get that extra mile. Case in point my dishwasher broke two months after the last repair of the heating element . Now I am forced to deal with contractor that owns extended support who in turn subcontracts with someone else. Three companies i am chasing down to get to the bottom of it and confirm someone is coming to repair I would not buy from Bray and scarf again. read more

BEWARE! Strongly encourage that you shop elsewhere for major appliances. At a minimum, closely compare cost, service reliability, and follow through with other retailers. Why? 1) Bray does not stand behind its products. Having spent a considerable amount of money on a top-end refrigerator last fall, inexplicably the device started to fail this spring. I thought at once any service would be immediate (as immediate as service can be during this time), given the relative age of the device and being within the warranty timeframe. I was wrong. I quickly discovered after contacting my salesman and the repair department that the wait for a service call would be several days (that alone would be a hassle, but acceptable). The first hint at trouble was the repair person was late (I had to call them to inquire about the delay). The repair person spent a total of thirty seconds diagnosing the problem and indicating a new fan would be necessary, and said the part would arrive "in three to five days." Fast forward three days, I called and discovered that the part was indeed ordered--three days after the service call! Now mind you the device has not been working for over two weeks by this time. Another week later I was told that the manufacturer had the needed part on back order and it may not be shipped for several weeks (yes, weeks!). Service department said I could call the manufacturer myself. I then inquired if I could simply get a new device. Answer after another week was no, because I had not purchased an extended warranty from Bray. Bray service also told me that the manufacturer had turned down their request to authorize a new device. Having called the manufacturer to problem solve the parts delay, I discovered they had "no record" of a request for replacement. Okay, perhaps a paperwork snafu, but I was now learning that Bray makes little to no revenue from in-warranty work and makes it a "low priority." Don't take it from me, read other reviews. 2). The salesmen, the service manager and others did not return calls. I was given an email address but got no reply. The email address in other responses here (GMAIL?) also went unanswered. 3). After my call to the manufacturer (Whirlpool is fabulous, by the way) my part order was moved to the top of the pile--and the needed part was shipped overnight directly to me so Bray would not "misplace" or further delay my repair. It is at this juncture three weeks without a completed repair. 4). You guessed it, the repairman was nearly two hours late (and Bray has a four hour appointment window!). Again, I had to call to finally get an explanation. I did get a lot of perfunctory apologies but no explanation. Unlike other repair services, Bray staff does not call in route or touch base if there is a delay. So, one month later, the device seems to be working. The sour milk (and many$$$$ of spoiled food) is long gone, but the sour taste in my mouth remains strong. I did learn--and this is important--that if contacted most manufacturers will take care of needed repairs of their own in-warranty products. I will call Whirlpool directly if I have further issues. Naively, I thought that paying a premium for a high-end product would ensure good service--and someone who stands behind the products they sell. I was wrong, very wrong. read more