BUYER BEWARE. (To be clear, my review is of Bray & Scarff in general, not any specific retail location.) Three years ago my 25 year old refrigerator finally took it's last breath and, at the recommendation of an appliance repairman I'd spoken with, I decided to purchase a Whirlpool. Happy to support a local business rather than a big box national store, I went to Bray & Scarff and my experience was pleasant enough. Knowing they "don't make 'em like they used to," I decided to purchase their service plan, something I don't typically do. Well it's a good thing I did because in only 3 years a technician has been to my house 4 times. To be fair, the first time the problem was fixed and that was that. However, I have now been without a functioning refrigerator for 4 months and this doesn't seem to be of any concern to the "service" department or to the technicians who just keep doing the same thing, making guesses, then keeping me waiting 4-6 weeks between failed attempts. I have been very patient, I really have. But that's quickly fading. All I wanted was to have a reasonable conversation with someone. So yesterday I started making phone calls, looking people up, sending emails, etc. There were a couple of unsatisfactory experiences mixed in, but in the end I talked to someone who I felt listened. I was calm and reasonable and so was he. But it didn't matter because nothing changed. "This has been going on for 4 months, what can we do to resolve this?" I asked. "We'll cross that bridge when we get to it," he responded. So Yelp is the bridge I'm crossing today because it's the only thing I know to do that makes me feel even the slightest bit in control of a situation that I have no control over. Maybe I can save someone else the trouble I've been going through and from feeling as cheated and undervalued as a customer as I feel. Here's some math for you to consider: Cost of 5 year warranty: $159.95 Cost per technician visit: $39/visit ... multiplied x4 visits = $156 Cost of the food I lost: Approx $225 (this is refundable if I had receipts. I don't save my grocery receipts in anticipation of my refrigerator dying, though) Cost of the small refrigerator I purchased to hold me over: $210 TOTAL OUT OF POCKET EXPENSES SO FAR: $750.95 For 1/2 that I could have had the appliance repairman I know fix this on his first try. So I advise that you don't buy from this company at all. Period. If you do, don't waste your money on their service plan because they will not make good on it. Some of you may be concluding that you shouldn't by a Whirlpool refrigerator but I really don't know. Could be that this is just something really, really simple that would have been handled much more professionally and efficiently by a better company. And lastly, B&S has a 1 star rating with the Better Business Bureau. This is a lesson to me to do my research next time I make a major purchase like this. UPDATE on 11/1 -- I received the canned response from Aaron Z (it's the exact same response to all poor reviews) and have sent an email. No response to that. UPDATE on 11/7 -- I was told that my new part was ordered on 10/21 and would arrive in 5-10 business days. I have made 4 calls to get a status check and the first 3 times was told they would check and call me back. Today I was told they just ordered it on Friday 11/4. (oh, and I still haven't heard back from "Aaron Z", LOL) read more

I am extremely disappointed with my experience with Bray & Scarff of Columbia, MD. What should have been a straightforward refrigerator repair turned into a nightmare that lasted from February through late June. During those months, the technician repeatedly misdiagnosed the cause of the problem, resulting in multiple service calls and weeks at a time without a working refrigerator. I lost a significant amount of food and endured months of inconvenience while waiting for the appliance to be repaired. When the refrigerator was finally repaired in late June, another problem was created. While pulling the refrigerator out, the technician scratched and damaged my hardwood laminate flooring directly in front of the refrigerator. Bray & Scarff acknowledged the damage and asked me to obtain repair estimates. I did exactly what they requested, only to discover that the flooring cannot simply be patched. The existing floor is discontinued Pergo Light Beech flooring that is no longer manufactured, so matching planks are unavailable. Differences in plank dimensions, locking system, and color make a spot repair impossible. The only practical solution is to replace the entire floor. After I submitted the estimate they requested, communication from Bray & Scarff essentially stopped. They have not resolved the issue, and they have not even responded to my Better Business Bureau complaint. I originally chose Bray & Scarff because I wanted to support a local business instead of buying from a national chain. Unfortunately, that decision resulted in months of frustration, unnecessary inconvenience, property damage, and a complete lack of follow-through once a claim needed to be addressed. Based on my experience, I cannot recommend Bray & Scarff. I wanted to support a local company, but after this experience, I'll be returning to the big-box retailers for future appliance purchases. At least there, I have greater confidence that customer service issues will be handled promptly and professionally. read more

My husband and I purchased an appliance package: Dishwasher, gas stove top, double oven/microwave unit and refrigerator. Larry was professional and easy to work with. However, the dates for installation were not as we were initially told, due to delays with the manufacturing company. It was not the worst case scenario, but somewhat disappointing and inconvenient, as our old stove was inoperable for several weeks. The first installation technicians were very respectful, and successfully replaced our old dishwasher with the new. However, they were not very thorough with clearing /cleaning up the space. The double oven was installed, but not aligned evenly, so we had to request a new team to come out and correct the "fit." Larry responded right away and scheduled a new team of technicians. The second team of techs came and they were excellent! A third team arrived about 1 week later (today), to install the stove top. Joe and his crew (2 gents), were the most professional, customer-friendly, respectful and considerate group of technicians! I requested that they wear masks in our home, due to the presence of my elderly parent, and they willingly obliged. Joe quickly assessed the scope of work, as it invovled cutting out some of the stone countertop, to insert the new burner platform and exhaust fan. Joe then adjusted the electrical and gas wires that were critical to all parts working. Lastly, he and his crew paid attention to detail and cleaned up all of the dust from the cutting and blowing. Everything was done to our satisfaction and we couldn't be more pleased. read more

Had a wonderful experience. We were looking for an induction cooktop and downdraft fan to replace old units. It was great to be able to see and touch the models on display. We went by twice, once for looking and asking questions and again for the purchase. Larry Lacuola was so helpful, friendly and professional both times. He showed us around, answered questions, looked up specs, prices and gave us advice. He told us about their discount, the promotions and rebates. They even had our information and purchases from 20 years ago still in their system. The purchase went smoothly and we got copies of everything for rebates and explanations on how to apply and fill the forms and where and when to send. No problems with scheduling delivery. They sent out someone to measure our space and evaluate our wiring. We required a circuit breaker upgrade and new wiring run and an outlet installed. They scheduled an electrician who arrived to do the work just before the installation team arrived. The installation team was prompt and professional. It required some ducting rework which was included in the installation charge. No cutting of the counter was required so we received a refund of that part of the installation charge after about a week. It has been 3 weeks since installation and everything is working fine. read more

It's a wonderful relief to have a staff of professionals who can tell you about all their appliances, all the brands and their functions and help you with your choice. It beats doing your own research and finding a reputable store/company that will extend warranty service. Bray and Scarff have a good reputation and back their purchases. We bought a GE counter depth fridge, which they delivered in just a few days and installed beautifully. BTW, I would warn you away from Samsung refrigerators. Ours was not from Bray and Scarff, just FYI, and it broke down once or twice a year over the course of the mere 5 years we owned it. When the last repair company came out and said they couldn't fix Samsung, that's when we went to Bray and Scarff. Glad we did. read more

Looked at dishwashers at Lowes, but the one I wanted was not in stock at any Lowes in 100 miles and it would take a week or two to get one. Went to Bray & Scarff. Guy took time with me, discussed dishwashers with me at length, introduced me to Bosch, which I was not familiar with and we discussed various pros and cons - but in an easy going, no-pressure sort of way. I left to keep shopping, but after looking around some more, I realized that the price and quality (and availability - unit in stock and delivery the next day) could not be beat, so I called him up and completed the order on the phone. Dishwasher came the next day as promised and it is great! Never had one so quiet. Very pleased. read more

The sale was conducted by telephone with Ron Hutchison and the was honest, kept in touch, explained what the costs would be and he gave good customer experience. My only complaint was with the automatic delivery message. It was said once to me and I didn't have a pencil handy to write down the time and none of the number options allowed me to repeat the delivery time. I was like "Wait-What?" I finally called the main number to confirm the delivery time. The delivery was as they said. I know most people buy online, but it is great that I can still deal with a real person, even if only by phone. I hope Bray and Scarff remains a store for decades to come. And thank you Ron. read more

I've purchased appliances from a few places in the area over the past 20 years, but decided to use Bray & Scarff for a large kitchen remodel. Larry was extremely responsive throughout the entire process, from helping pick the equipment to getting quotes and answering questions via phone and email. One of the appliances was delivered with incorrect burner caps (not Bray & Scarff's fault), and they resolved it very quickly for me with a quick phone call. Scheduling delivery was also easy, as there were delays in my project and I had to put off the delivery dates a few times and they were able to hold the appliances for us for over a month. I would definitely use B&S again. read more

Over the last year we have purchased a full kitchen appliance set and most recently a washer from Bray and Scarff. Larry Lascuola was our appliance specialist. Larry was very helpful in answering all of our questions and helping us choose the best match for our needs. The pricing was also very competitive as we compared with the big box stores. Delivery was prompt and those folks were also very polite and professional. These were our first experiences with B&S and we have been impressed. Also nice to do business with a local firm. As needs arise may arise in the future we will definitely check with Larry and B&S. read more

We purchases a microwave convection oven, and we installed it ourselves after it was delivered. The microwave worked for one day, then stopped working. Bray and Scarff arranged for us to pick up a new replacement at their warehouse in order for us to have one before Thanksgiving. It took only 2 days for them order and receive the replacement for us to pick up. The replacement has been working fine. We appreciated their prompt action to get us a replacement within a couple days so we would have it by the holiday. read more

Our Microwave conked out and we went to Bray&Scarf because they had such a good reputation. And sure enough, Chanel Logan, a Bray and Scarf Appliance Specialist, listened carefully to what we said our preferences were. She suggested and we bought a super Microwave and RIchard, the Bray and Scarf installer, installed it perfectly in the space left by removing the old sssssfsffmicrowave that was defunct. If Chanel and RIchard are examples of people who work at Bray and Scarf you are truly lucky.l read more

Shout out to the good folks over at Bray and Scarff in Columbia. I've never been happier to spend money on appliances. Seriously though, we were pleasantly surprised by their excellent customer service, our service rep's knowledge of their products and low-pressure approach, and the ease of the whole experience, including setting up our delivery date/installation. Feels kind of grownish to gush about buying household devices, but seriously - this is the place to go. Ask for Ron! read more

We have used Bray and Scarff for all of our appliances. We recently had to replace our double ovens after 17 years and we went back to Bray and Scarff. Our salesman, Ron, was quite helpful and very detailed. When DJ and Terrell installed it, no surprises. They were very knowledgable, helpful and friendly. They even gave me a quick tutorial on how to use my new ovens! All around it was a great experience and we will continue to use them for all of our appliance needs! Tracy read more

Top notch from start to finish. Larry was very easy to work with, we were replacing a Sub Zero that was nearly 30 years old, and getting the right retrofit and checking the onsite issues for a seamless replacement was key. They did all of that. The team that installed were efficient, and careful. No problems. Moving the old one out and new one in left the floors, walls, etc. perfectly intact - and we've experience the alternative before. Great outfit, highly recommended. read more

Recently purchased a GE Profile range which was delivered today. I haven't used it yet so this review applies to my dealings with Bray & Scarf so far. The delivery crew arrived early and were very courteous and concerned that the job was done right. The salesman Craig Dehnbostel was very professional and knowledgeable. We shopped around and after the Free Delivery Rebate the price at Bray & Scarf was competitive with anyone. read more

Excellent service from both sales and the installation of a dishwasher and garbage disposer. There was an issue with the size of the disposer that prevented it be installed (not their fault!) and their staff drove out to swap out the model with one that would fit. They made it incredibly easy. The installer knew what he was doing. You simply could never get this level of support now from the national-brand big-box stores. read more

I recently moved and have been upgrading several appliances in my new home. Bray and Scarff has been great, from the showroom to the knowledgeable and helpful sales staff (Craig), to the actual purchase, field measure, and installation (Richard) of a new microwave and cooktop. They are so professional and reliable and great at communicating and being on time too! I will definitely use them for any future appliances. read more

We've bought several appliances from this Columbia, Md. store and have always had a good experience. This time it was a clothes dryer. The salesman was knowledgeable and helpful and we were in and out quickly. Because of the pandemic it is hard to get some appliances, but he knew which were in stock, so no problems. The dryer was delivered on time and set up quickly, and we got our delivery rebate in good time. read more

This was a new microwave install and JEREMY was awesome. Punctual, efficient and most of all PLEASANT. Too many installers/repairman these days have lost the art of conversation. Not so with Jeremy. He not only installed the unit quickly and efficiently, but cleaned everything up (including messes he didn't make!) Great, great experience. We will use Bray & Scarff again, for sure. Thanks Jeremy! read more