Over the past six months, we have had to replace appliances. In the fall, an induction cooktop and double oven. This past week, a dishwasher. Both times, we had requested an "all-in" price. In the fall, Bray and Scarff gave us the best quote. After we had committed and paid, the salesman stated that he had neglected a charge that B&S could not waive. The price was still good enough that we went forward. This past week, with the dishwasher, the same occurred. Different sales person - a woman - but the same "unwaivable" line after we had paid. (I have the emails to prove both.) We went elsewhere and will never go back to Bray and Scarff. Ever. It is not to be trusted. read more

James was great to work with! He was helpful, patient, and didn't pressure us into buying something right away. He was very knowledgeable about the install process which was helpful. We'll definitely be back! read more

This is a company that doesn't take responsibility when they sell poor quality appliances. They stock poorly functioning appliances, without letting customers know of the inherent defects. Once sold, you are stuck with the product. In our case they sold an oven that doesn't keep accurate tempertures! And has a nonfunctional air fryer. You will do much much better at Lowes or Heme Depot or Abt. Buyer beware. You have been warned. Stay away if you value good service. read more

Purchased an expensive wall oven and waited months to be installed. The fan broke after 1 month. I explained the error code and requested they order the part. I was told they needed to send someone first to look at it. Repair man came and ordered the fan. Waited another week to be fixed. Used once and the same part broke again. The manager told me I had to wait until Monday for any response. This company doesn't care about their customers. Worst experience with this company. Will never buy appliance from them again. read more

I appreciated the quick response from Aaron Z. I followed up with an Email to Customer Relations. Someone named Russ emailed me back saying someone from the service department would be reaching out to me on Friday. No one from service contacted me on Friday as promised. read more

I stopped buying appliances from Bray & Scarf after a bad sale of a stove in 2024, in which I canceled because they did not inform me that the stove was on back order and I had to reach out to them 3 weeks later to ask the status of delivery, in which they had no idea of how long it was going to be. I also had a bad service call on my refrigerator where the tech was supposed to arrive between 12:00 - 4:00 PM, but didn't show until 5:15 and didn't bother to call to let me know. Just today, I called for service on a dishwasher I bought in late 2023, where the soap is not dispensing. I was informed that I now must take an extra step and fill out a form from the warranty company, in which they needed to transfer me to, before I can set an repair appointment. They have no problem putting themselves out there upon purchase, but once your sale is final, they make it very difficult to receive decent service. I purchased a Stove, Washer & Dryer from Lowes and was pleasantly surprised with the service received and the price was considerably lower for the same product. read more

Beware of poor quality appliances that they sell. We bought a Beko dishwasher and it needs multiple repairs. We bought their extended warranty so we believed they would fix it. However, when we sought to use the warranty, we were told that they no longer honor or services warranties on Beko products. We spent $200 on a warranty only to be told that we were out of luck completely. We bought multiple appliances from this store over the years but based on this experience, we will never buy from there again. We are now worried that the GE refrigerator we bought in the past year will break and they will not service it or honor the warranty. read more

Ramel provided great customer service and was very helpful with finding the perfect refrigerator. Really appreciated his suggestions and guidance. read more

We bought a gas Stove from Columbia Store in Sept this year . They wrongly charged me in the name of Safety . As per the inspector who came to do pre installation check that our present range is not in cod and need electric and propane to be moved , Received a call from Sale Man that we have to pay $200 for Electrical and $175 for Gas Pipe over and above normal installation charges of $750. . We agreed thinking they might be right . At the time of installation i took few pics after the installer removed the old Gas Stove . I was present the entire time during the installation. The installer did not do a single thing other the hooking up new range . They plugged the Stove to the existing power out let and Gas line. Yes they did use a new flexible pipe ( $13) available in home depot as old rang and new range have different adapters placements. We informed the store by calling follow up with emails . The sales man is not willing to believe and refused to give us credit for the work not done or required . It is big scam and our family will not buy a single product from Them in future Worst customer service and will not recommend to any of my friends and family . It is not a money but the principle . We spent Over $13000. on this product and $375 will not make or break me . Amarjeet Sandhu read more

Lied to and left hanging after spending a fortune on appliances. In renovating our house we purchased multiple appliances from Bray and Scarff in Maryland (fridge, oven, stovetop). Our sales person, Mahsa, told us that they would install them all after the work was done and they came out to do a survey. They delivered the appliances as they came in during the renovation. Now that we are ready to install them we called and were told that they would not install them because they had been delivered previously land opened by their delivery staff). Even our cooktop that was still unopened and only delivered a few days ago would not be installed. Despite what we spent they told us we're on our own, thanks for the money and no thanks to helping us with any issues going forward. Huge disappointment, and multiple lies from Mahsa when we made the purchases. Beware, Bray and Scarff is very helpful when you're buying and then tell you to go to hell afterwards when you have a problem or need help. read more

The worst install experience. I bought a gas stovetop with a downdraft from Bray & Scarff in Timonium. I paid for installation. The installer set the stovetop on my wood floor and dragged it across it permanently leaving a deep groove. Then installed it and hooked up the 6 inch vent pipe with a 4 inch pipe. I told him he scratched a deep groove in the floor and I want the correct size pipe. He didn't speak English. I complained to the store to come out and fix it. They refused. I will have to bring them to court to get my money. DO NOT BUY FROM THEM. read more

We ordered a new wall oven and dishwasher from a sales rep who only communicated through email and phone calls. Never met the sales rep in person or in the store. The total sale was over $4,000 including $159.95 per item for delivery and $49.95 to remove each old appliance. He asked us to take a bunch of pictures including the model and serial number of the items to replace, the marked electric panel, all the details for delivery including instructions and pictures of where to park their truck. The delivery of the dishwasher was smooth sailing, and their team was in and out within 20 minutes. When the wall oven was scheduled to be delivered, they wanted an additional $150 for extra charges IN ADVANCE. The sales rep said there were other customers eager to buy the wall oven which took months to arrive while they had our upfront payment in full. We cancelled the order on principle. It's how they do business these days and NOT a nice way to treat a long-term valued customer. WILL NEVER BUY ANYTHING FROM THEM AGAIN. read more

We are currently experiencing the worst customer service experience of our lives with Bray and Scarff, Cockeysville. We have a top of the line fridge, purchased from them in 2022 and still under warranty. It has broken 3 times in the past 3 months and we've had techs out multiple times to attempt to fix the issue. The second to last time a part was ordered. We had to call 2 weeks later to learn the status of the part when we still had heard nothing from them. When the third tech finally came out, he realized the issue was incorrectly diagnosed and ordered 2 more parts. 3 weeks later we have called daily (multiple times per day because we keep being promised call backs that never come) for the last week and still have been unable to speak with anyone further than two call center staff. No one has been able to update us on the location of these parts or a timeline for replacement or repair. We have asked and been told a manager will call us multiple times but they cannot give us a time frame for this because they are not sure "where we fall on the call back sheet" and still have received 0 calls back. This is an abysmal way to run a business. We write this review in the hopes that someone will see and return our call. I can, however, promise that we will never purchase from this store again and with the number of low reviews here, I can see we are not alone as one and done customers. read more

WOW. I have never been so missed by a company ever. Told them a date I needed delivery. Was given a quote. Went to order items, for two days given a run-around - oh, Scott (that is who I got the quote from) isn't in the store. You have to call back tomorrow. So I did, again and again. And then oh, sorry the prices have gone up from GE, nothing we can do about it. So the prices from three days ago wont be honored? No, sorry, but we can sell you this other more expensive stuff. DO NOT BE FOOLED. They are horrible. I wasted two weeks trying to get this done and now have to start over. read more

I had a bad experience here, at the Timonium store a few years ago, where I was told an appliance would fit a space (I provided exact dimensions) and when the appliance arrived, I blocked cabinets. After a long run around, I got the issue settled. So I was skeptical about going back. Brian, the current manager, was very helpful and treated me very well (thank you)! Gave me a great price on a really good appliance, followed up as he said he would, even sent me the rebate forms in advance, very nice. Richard, the installation technician who did the removal/install (most important part of this process) was super! Nice, accurate, thorough is how I'd explain his work ethic. He made sure the appliance was plumb and true, flush and fit. Cannot say enough good things about my experience with Richard, Brian, and the process. I just hope this KitchenAid holds up for 8-10 years! read more

I bought a washer dryer combo with warranty. Broke within 4 months of buying. GE came out to fix, couldn't fix because they didn't have the part. They ordered the part. I had to wait another week. They called the day before and said the part was back ordered with no target date. I asked to return because I cannot survive weeks without a washer as I have an infant and small child and work full time. I was told the paper work would be started and someone would call me the next day. No one called. I called again and was told "I thought the paper work was started". "I will check today". I asked when I should expect to hear back "I'm not sure". I asked how long the return will take I was told "I'm not sure". Know some of the issue is with the GE machine itself - but part of the reason we wanted to try to go local was to get good service. I cannot articulate how disappointed I am - and I'm still without a washer, with no date, no commitment. read more

Purchased a Beko refrigerator August 2023, purchase was easy, even setup for delivery was easy. Delivery day came everything went smoothly, we didn't have the fridge installed when it was delivered but once opened the wrong fridge was delivered, opened the wrong direction. Called and scheduled another delivery and pick up, all of that went well. The fridge didn't get installed until April 2024. We were very happy with it for several months than all of a sudden it stopped cooling. I called and was directed to call Beko US for service, apparently there is only one service company available to do the repairs and they are 2 hours away. Beko US even called Bray and Scarff in Annapolis to try and get their service department to help but they won't since we didn't buy their extended warranty. You would think in this situation after spending over $1800 for a fridge and Beko calling them they might make an exception and help out. I can tell you when we start our new kitchen I will look elsewhere to purchase the appliances. We're going on a week with no refrigerator and no sign of it getting fixed anytime soon. read more

Bray and Scarff is not a good company to deal with in my experience. They do sell good quality appliances, but their sales staff lies to the customers and bills for worked not performed. We purchased a 5 new appliances from them; Lie # 1-- they said installation was included in the price, then they charged us to install the appliances. Lie # 2--The hood they sold me, when we were ready to install I was told would not fit and if the box was opened could not be returned regardless of the fact that their original B&S paperwork said to open boxes immediately to inspect. Lie #3--They charged me for removing the old appliances, even though we donated them to Second Chance whose staff removed them. Lie #4--They charged for installing the hood, which I had my contractor install. Lie #5--They said the incorrect charges for the appliance removal and hood installation they did not perform was the result of "a new billing system glitch." which has not been rectified for 3 months. I will never deal with Bray & Scarff again! read more

Only two out of four appliances worked on the day of delivery and installation. From there, it took multiple phone calls, service appointments, and woe to get the dishwasher and dryer replaced. Over a month! And it was not even close to being a priority or a concern anyone at Bray and Scarff. I can't think of anything nice to say about this store and experience. read more

I highly recommend ordering appliances with Sandy from the Arlington location! He is very knowledgeable and very thorough in explaining various rebates & policies available for each brand. Most sales associate have no clue and only care about the bottom line, whereas he goes thru each step and finds the absolute best price for what you are looking for and if it is not available he will find the most suited product for your needs at the best price. I called/researched at least eight leading places within the DC/Virginia/New York/New Jersey areas and he by far exceeds everyone in price, capability and knowledge. read more

Not happened yet.. Two years ago, we bought a dishwasher from Bray and Scarff, along with the extended warranty. The dishwasher stopped working 3 months ago. Three weeks after initial call, we had a service guy come by. I told him what appeared to be wrong, and without actually checking anything, he "knew" the answer, which was to order a "wash water assembly". Okay, fine. Every week, we get an a email saying "due to unforseen problems with supply chain during covid, we don't have your part yet". It has been 2+ months since it was first "ordered". Of course, this is total BS because I can find the missing part on Repair Clinic, at Sears.com, at Amazon... But I was told if I order the part, it voids the warranty. Really? I would be doing your job for you. Anyway, customer service sucks (you can call in the middle of the night and be told there is "unprecedented" call volume. And then the customer service person hung up on me when I said I might write a review here. read more

This is an INTERIM REVIEW. I'm not satisfied but I hope B and S will resolve all problems before project is complete; that won't be easy for them to do. They are remodeling my kitchen, providing appliances, cabinets, countertops and installation. There have been and continue to be problems with multiple aspects of the job. In the hope that they will solve those problems I won't be specific now, but if they don't fix them satisfactorily I will be specific in my final review. read more

Horrible service. Bought a new dish washer in January. It came with a missing clip on the control panel. They had to order the replacement part and it took a month to arrive. When the repairman came out he inspected the unit and it also was dented. He said to repair would need new face and additional parts. It took a month to get those parts and several days to come to the house to repair. Repairman arrived without the original control panel. He called the supply shop and retrieved the panel (so why a month to get it originally) but when he returned and proceeded to take the front panel off he claimed the handle attachment stud was defective. Again the screw and stud that attaches the handle needed to be ordered. That only took a week to arrive but now they can't come to the house to do the 10 minute final repair for another week. This ordeal had taken almost 3 months and I still have to wait a week more to see if it is repaired. Totally exasperating and I would never recommend using Bray and Scarff. read more

UPDATE: Don't believe the response from "Aaron Z., the business owner" claiming to be concerned about customer service. I emailed as requested, gave 3 different days he could call and never heard anything! In addition, looking up the business registration, there is no "Aaron" listed as an owner. ORIGINAL: I had been happy with my washing machine that a salesman convinced me to buy 3.5 years ago with the promise that this brand is bought by laundry mats and can last 20-25 years. It was more than I planned to spend but liked the quality potential. Now, just 3.5 years later this "wonderful" machine spins with a horribly loud noise and I have little bits of plastic on my clothes. Note that I only run 1-2 loads/week so it's not overworked. And, of course, the warranty is only for 3 years! No coverage! (I'm sorry I don't run laundry more often - maybe this problem would've happened while still under warranty!) When I called the B&S service department to talk about a repair, they explained that their policy is $130 just to walk in my door and that fee would not roll into any potential repair! Who does that??! It's sad the business doesn't stand behind the products they sell and then they charge an exorbitant fee just to walk in my door. Fortunately, I called the manufacturer directly and they were MUCH more reasonable! They recommended another local repair service where the $79 visit fee DOES roll into any potential repair I agree to. And the manufacturer also said call back if the bearings are bad - not worth a repair and they will work with me to replace. Now THAT'S quality customer service. Take a hint B&S! read more

If I could leave zero stars, I would. We purchased our Kitchenaid Stove right before Thanksgiving because our old stove decided to kick the bucket. We absolutely love our stove in part because I am familiar with the brand. I am not a plumber, however. We were asked if we would like to pay for installation, which I declined. What they do not ask is a question that can decide if you are putting your family in danger. We have propane gas, not natural gas. We were never asked. Ever. Nor did I know that this is a crucial question because the different gases have different pressures. We searched everything we received, and the converter pieces were not in there. I called to have them come out and install it, would even pay. Low and behold, they do not service our area. I am glad we did not pay for them to come and service our stove when we initially purchased because I would have been throwing money out of the window. The sales persons need to do their due diligence and know their products as well as their service areas. You are told that they will take care of you and leave you high and dry. For what we paid, i expect better service. Do NOT purchase from Bray and Scarff. They over charge and do jot care about you, your family, and your safety. read more

They are happy to sell you appliances, but will absolutely NOT stand behind the products they sell. 21 month old GE Profile Range had an irreparable manufactures defect resulting in a gas leak. Sales passed me off to the Service Dept. Service Dept passed me off to GE who asked me to get back to B&S. Stuck without an oven for 8 weeks while running in circles. This is after having to send back my fridge 2x for dents and scratches during delivery, and replacing the microwave for a burned out motherboard after 2 weeks. Spent thousands of dollars for a lot of aggravation. read more

We purchased a high end stackable washer and dryer. The dryer began ganging and shaking about one week after purchase. Bray & Scarff sent out a repairman. Identified that the drum was possibly defective. Instead of agreeing to replace a brand new defective dryer, Bray & Scarff turned the problem into a screaming match as they would only agree to repair not replace. It took the salesman to intervene and resolve the situation. That experience was horrible I seriously doubt ever returning to Bray & Scarff. On top of that when we went in to purchase all the salesman were sitting around talking paying no attention to customers. No wonder independent companies can't survive. Very sad. read more

Horrendous customer service. We bought new kitchen appliances and decided to upgrade to the GE Cafe line because the refrigerator had a Kuerig attachment and we could get rid of our countertop coffee machine. B&S delivered our appliances which stayed in the boxes and in our garage for two months during the renovations. Eventually, the contractors installed the appliances and we realized that B&S delivered the wrong GE Cafe line refrigerator. We called the sales person, James, who told us that it was our fault for not catching their mistake and not noticing that the Keurig wasn't in the bullet points on second page of the specs sheet. On another call, James suddenly claimed we told him that we didn't want the Keurig which was a complete LIE because its the sole reason that we upgraded. Finally, James then said they couldn't do any exchange (we offered to pay the difference) since it was beyond 30 days from the sale. Bray & Scarff screwed up our order, lied to us, and refused to make the exchange. Please do not make the same mistake we made. Stay away from this store!!! read more

The Brent one of the sales managers and the kitchen designer, Diana Walsh go above and beyond to provide excellent customer service. My husband and I felt like we received VIP treatment. Respectfully submitted, Damon read more

Initially we were happy. The salesperson was knowledgeable and they had a good selection. I started to wonder when they pushed one brand over another. We had to insist we wanted a different brand. I should have known them and left the store but we stayed and made a purchase I was notified about 2 weeks before of date of delivery so I would expect for everything to be taken care of. The night before delivery I was contacted and told they couldn't deliver the fridge. This was after I had been working with our contractor to complete the kitchen remodel. We should have been informed of the delayed delivery with more advance notice. We were never informed our product was on back order. They offered us a stock item instead of what we ordered which is unacceptable. From there it resulted in poor customer service and lame excuses that "this can happen in our business". It messed up timing of many things. Will never use them again. I felt they were finding ways to get me to use certain brands and services which I expressed no interest in. read more

Wow, what a wonderful experience. We needed a stove after waiting 11.5 months from another supplier who wasn't able to deliver. We stopped in hopes of anything to help us...what we experienced was a great salesman who listened and was able to find exactly what we wanted. Even better, he was able to deliver it in three business days. Thank you so much!!! read more

We have purchased several appliances with Alex's assistance. He is very helpful and on top things. Delivery guys were awesome. The best delivery and installation experience in my many years of being a homeowner. read more

We worked with James, who was knowledgeable and went out of his way to get us the best deal possible and was very patient and helpful with a complicated installation process. Highly recommended. read more

Let me follow up on my saga. You notice the customer service rep asked for contact info which was given with several days of availability. THERE HAS BEEN NO CONTACT, doing what B&S is best at, ignore the customer. The part came in and a new technician came out to install on Jan. 19. This one actually knew what he was doing, said the part was not bad, MIS diagnosed by the prior service rep, the door was bad and we needed a new one which he ordered. We are waiting on a new door, no estimate of when we might see this part, it has now been 2+ months on a less than year old $1600 refrigerator, no contact from B&S and still not fixed. If you have any interest in anything except purchasing expensive appliances, stay way away from these guys. read more

Over the past 3 years, we have replaced all of our home appliances through Bray & Scarff (Timonium Location). First, we replaced all the laundry stuff then more recently the kitchen. Tim was my salesman both times. The process was easy, but I pretty much knew exactly what I was wanting to get both times. Tim was great to work with and he has been selling appliances for years. All of the other people at the store were also very helpful when Tim was either busy with another customer or not there. I prefer this over other places because of the price and extra knowledge they bring to the table. They also have a nice showroom. Even their installers are able to take care of things that Lowes/HD would not. read more

We had a great experience at the Cockeysville store. Our salesman, Tim, was great and knew exactly what we were looking for. He was extremely knowledgeable and the sale was consummated very quickly. As for installation, it could not have gone more quickly. Our installer, Richard, was great. I barely noticed he was here. He was very professional. While you think you get the best prices at some of the more big box stores, our price was comparable and the service/product knowledge exponentially better at Bray and Scarff. read more

This company has the "WORST" CUSTOMER SERVICE I made the "Mistake" of purchasing a Kitchenaid Cooktop from this company. I paid for the stove-delivery-installation all up front. What I have so far is NO Stove Installed at the time of this review. The box with the "NEW" cooktop is missing the "SCREWS" The company blames Kitchenaid. I called Kitchenaid and they told us this is not correct. So far, I am told they are "Looking" for the "Screws" and making sure they are the "Right" Screws. I am told that it will be yet another week for they to come out with the "SCREWS" I made several calls to "Plead" for the company to return the same day with the missing parts - they refused. I also " Requested" the company send the install team back to my home with an actual "New" cooktop (what I actually PAID for" Install that cooktop and take the defective one away. I am told it needs to be "CONSIDERED" Otherwise I must wait an additional week for the cooktop "Parts" Seriously..... I am posting this review to warn others. My story is so outrageous, I just wanted to make sure others were warned. Please Note: This is just a fraction of the bigger story of the "Horrible" Customer Service I have experienced. This is a terrible experience No one at the company seems to care that I DO NOT have a stove to cook with for another week. Just Unreal.... Warning Others so they can skip my level of heartache and frustration. read more

Terrible experience with both Bray and Scarff (Timonium and service department) and Speed Queen. I spent over $2,100 on a Speed Queen washer and dryer six months ago. I was told these were the best, most reliable products that would last 25 years and rarely need service. I was also told that if it was needed, service is fast because it's American made and parts come from Wisconsin. After six months, the dryer is broken--it does not heat at all. It broke 10 days ago, service came a week later (3 hours past the 3 hour time window given), said they needed to order a part, and the part is still not in. I was told today that the part (timer) is back-ordered and will not be in for another 10 days. I've been buying appliances for 35 years (domestic and foreign) and have never had to wait 3 weeks for a part or service. In fact, I've NEVER had to wait 3 weeks for service on any home product, car or other purchase. I called Speed Queen directly and spoke to a technician who checked the serial number and inventory and said he had 50 timers in stock. He also said that both Speed Queen and any local distributor could order the part and send it for next day delivery. I called Bray and Scarff service and gave them this information. From bad to worse...Bray and Scarff had the audacity to ask me to pay the overnight shipping cost for the part (which I refused)! Then I was told that even if the part comes in, I still could not get service for 10 more days because they don't have any technicians available. Avoid Bray and Scarff and Speed Queen. This has been my worst experience with an appliance company and product. A 20-day wait for service is unacceptable. Terrible customer service and a terrible product. Big mistake to buy there. Never again. read more

We had a wonderful experience purchasing our dishwasher from Bray and Scarff! The salesperson was knowledgeable and the purchase was quick and easy. We chose them over getting it at a big box store because they were willing to deliver and install it quicker. Richard, our installation technician, was wonderful. Very courteous and went above and beyond. Highly recommend them! read more

So Bray & Scarff or an impersonator replies to my comment asking for my email. I email them and get zero repose. They are horrible!!