Bray and Scarff waisted my time, provided horrible customer service, and failed to deliver what they promised. I turned to Bray and Scarff to purchase a full set of kitchen appliances after reading positive reviews here and some other resources. We went to their Tyson location to begin the process and dealt with Craig Dexter. With his help we chose 5pcs of Bosche appliances that would fit our kitchen. This is the brand we have now, and we wanted to avoid installation issues. We came prepared with measurements etc. We left with the promise from Craig to get back to us with the full estimate. And this is where the problems began. From this point on we had to chase Craig down for every single thing. We had to follow up numerous times before we finally got the estimate. When we finally got the estimate we agreed to move forward with scheduling the measurements for a fee of $60. This too took numerous mishaps, rescheduling and emails. Never Craig has apologized, but always had a ready excuse. When we finally got measurements done, the technician told us that all appliances should fit in place without a problem. So, we were surprised when we received the new estimate with $2500 more than original estimate that already included the installation costs. We have questioned the estimate, and Craig promised to speak to the installation crew and get back to us...and then disappeared. Literally, no follow up, no call nothing.... a few weeks later so not to waist the time we already invested, we went to fairfax location and spoke with the store manager Jeremy. He assured us that he will call the next day or day thereafter after gets to the bottom of this. We have never heard from Jeremey... nothing... so, if you want customer service and helpful staff that is with you throughout the purchasing process, Bray and Scarff is the wrong choice... read more

This company has the worst customer service and I wish I could have given them zero stars. We called to report I ur ice make stop working and water started leaking in our freezer. We were told they are backed up so it would take 2 weeks for a technician to come and look at it. The technician was great, he told us what he thought the was and he unplugged the ice maker. He ordered the parts and told us he would be back when the parts are in. The next day the ice make started leaking water again and this time water started leaking on to our wood floors. We called and asked if a technician could come back out. We explained the issue and was told they didn't have available appointments for another 2 weeks. We tried yo explain that it was urgent and could not wait 2 more weeks. They told us they would contact the Technician and see if he could come back out to our house and they would call us back. A few days went by no call, we called back and was told the same thing. I told the CSR that this is ridiculous we shouldn't wait 2 weeks for someone to look at the same problem and no one has even called us back. They claim again they need to contact the technician and call us back. I will never buy anything else from this company again. read more

Excellent service with our appliance purchase. However, Beware of their repair service and extended warranty. Our three-year-old KitchenAid dishwasher was leaking and first reported on 4-10-17. The technician came out and indicated we need a new motor, the first motor arrived damaged, and after a month it was finally installed. The very next day, we discovered broken pipes and pieces in the unit. The technician came back out, and we now need a new tub assembly. So, after approximately two months and numerous calls to the store and their service department, the issue is fixed. When we purchased at Bray & Scarff, we expected top quality. We received that only with the appliance purchase. Our warranty is bound only by their service department. Parts must be ordered through the warranty provider resulting in delivery delays and obviously takes more time. If we use anyone else, it voids the warranty. read more

Past experience at the Fairfax store was positive, but recently had a disastrous experience with the Tysons store when buying over $20K of appliances for a new kitchen. Communication from sales clerk regarding installation was horrible, resulting in us scrambling at the last minute to get appliances delivered and installed in time for our move into the new house. Sales clerk also didn't listen when we told him we needed a LP stove and sent the wrong one. Weeks of wondering why the burners were acting so strangely, finally got a Bray & Scarff service tech out who quickly identified the problem and said they have to replace ALL THE BURNERS on our brand new stove. Bray & Scarff, so far I've been very disappointed -- I sure hope you handle this last problem better than you did the previous ones! read more

We had a fantastic experience when we purchased our washer and dryer. We also purchased the 5 year plan - which I highly recommend. However, two weeks ago our washer stopped working. When we called to report the problem and schedule a repair, we were able to reported the code, displaying on the washing machine. According to the manual the code indicates a problem with the main computer operating system. We had to wait a week before anyone came out- which we were a bit upset about but given our previous positive experience, we believed it was worth the wait as opposed to calling a different repair man. The issue is that when he came out, all he could do was confirm the problem. No fault of his, but he didn't have the parts to fix the machine and didn't know how much longer we'd have to wait for the part. Seriously- It's two weeks now, with three little boys and no washer- which is completely totally unexceptable. I am so disappointed with Brea and Scarff's repair process and the lack of accountability. I will definitely think twice before buying anything from them again or recommending. read more

A little bit pricy but you can ask for price match. Otherwise, great customer experience, quick delivery and honor their brand - from a guy who suffered a month with BestBuy because delivery didn't show up, call center didn't know what happened in the other part of companies, no one could cancel the order, I reported BestBuy to BBB, etc. read more

Be careful if you have problems with your order. Sales people duct responsibility to fix a problem. Spent $10000 on all new kitchen appliances. Refrigerator had a dent in front door. Six months later they won't return calls and even the manger ducts calls. Prices and products were competitive. Better off with a national organization like Sears to stand behind their products. read more

As a Vietnam-era Marine, I appreciate courteous, professional, and informed service. I receive it from Bray and Scarff. Once again they delivered superb service to my wife and I in our recent search and purchase of a new dishwasher. Bray and Scarf helped us sort through the many options always available in today's market. They know the products. They clearly and professionally articulated the pros and cons of the alternatives. Their knowledge and honesty is striking and a huge plus to consumers like me. As an old MOS-0311 (grunt) trained on Parris Island with the M-14 rifle, I want to know the facts - and that's what I heard from the sales associate. Bray and Scarff helped us make the right choice on the washer to fit our budget. If you're looking for great service at a low price - go to Bray and Scarff. Like the Marines, they're mobile and agile. Forget those brick and mortar depots where you gotta fight to get attention and then sit dumbfounded like a zombie while the clueless guy hunts a SKU for a machine he knows nothing about. Talk about a major malfunction in the squad bay! The big advantage of Bray and Scarff is that you get waited on right away, and the guy knows EVERYTHING about the machines - ratings by different trade pubs, changes in the products over the years, heating and cooling temperatures, etc. Our rep knew his products inside and out, with intel in his head, without the need to look anything up. "This washer heats to this temperature, and this other model to that ..." And "This machine uses 50 ball bearings in the rack while the other uses ..." This kind of detailed knowledge from the sales rep was INVALUABLE to my wife and I in making an informed decision on what dishwasher to buy. Bray and Scarff gave us superb and courteous service. We're tricky-trottin back to their AO this morning to buy a fridge. They're an outfit you can count on, just like the Marines. I'll go to war with them anytime. They got my back. Special thanks to Mr. Craig Dexter, Senior Sales Associate, at the Tysons store in the DC area. Semper Fi read more

I got a sub Zero.. payed more than 10k and make me come back a Sunday to pay 170 for electrician to relocated power outlet read more

I had a very positive experience at Bray and Scarff. The salesperson Sonny was very nice and easy going. There was absolutely no pressure. The real standout was the installer, Jeremy. Jeremy was excellent. He went above and beyond the quality of work of the usual installer. He was prompt, courteous, and he was highly skilled in the install. He even cleaned up after the installation. Jeremy is a big asset to Bray and Scarff, and I will request that he installs the other appliances that I purchase there. read more

Gotta say, I'd reached a point where I dreaded the idea of having to deal with any kind of contractor or retailer and had procrastinated this purchase (Wolf convection/microwave oven with special trim kit) for a year. Anyway, everyone at B&S in Tysons was great, but the 5 stars goes to Jeremy the installer who was professional, thorough, answered my questions, smart and friendly. Kind of hard to find these days. read more

When I was a resident of Great Falls, Virginia - I contracted with this store to design my home kitchen remodel. The project was simple and we were buying our appliances from Bray and Scarff, and liked their proposed design. Our project was put on their schedule for a few weeks away and the overall remodel was to be completed in six weeks. Over 14 weeks later, we finally were able to close out our project. The total experience was so challenging because there was no one in the company who would respond to us after the contract was signed. Cabinets were mis-installed, appliances were damaged and tile work was so bad that it had to be re-done twice. I assumed all remodel projects were mis-managed in this way until a recent move that required a similar remodel in New York. Our experience in New York (the subject of a different review) was so different than that in Virginia with Bray and Scarff that I decided to finally give them the review they are due. read more

My new fridge from Bray and Scarff arrived just in time for Christmas, at the exact time given by their wonderful associate Craig. He handled every detail with regard to the fridge, with professionalism, caring and humor - a trait lost in these days of big box stores and appliance departments within huge stores. The fridge was installed by two happy technicians who handled it with a lot of care, expertise and attention to detail. Bray and Scarff was recommended to me by someone who was a customer of theirs. This was after several trips to those larger stores and even after purchasing a fridge from one of them that I had to return, as it was faulty. The Bray and Scarff showroom was full of high quality appliances of all types. However, surprisingly, the prices were generally competitive and I found myself asking why I had not started out with them, instead of the run-around I had with those bigger appliance dealers. Craig, the knowledgeable associate, was a warm and friendly professional that made buying an appliance there something I would certainly do again. I liked the personable approach that he took. My experience was overall such a positive one, that I felt the need to share the five stars I have personally awarded the business. read more

We needed both a new cooktop and a new washing machine. Since our cooktop is a downdraft we have limited choices. Having previously bought appliances from the Tysons Bray and Scarff and Ben happy with our purchases, we returned there this time. Craig our salesperson was extremely knowledgeable and gave us good information on the cooktops available to us. The same was true with the washing machine. Did we want front loader vs. top loader impeller vs. agitator. Ultimately we selected top loader (better than having to bend with a bad knee) and impeller. The delivery is phenomenal. You are informed the night before of the approximate time of arrival via voicemail, text and email. You are also given a link to track the delivery. Then on the arrival day, you are again updated via text and email plus you have the tracking. The installers came exactly on time and were very professional and efficient. We couldn't gave asked for a better experience from beginning to end. read more

Needed a new dishwasher and wanted to use Bray based on their reputation and rec for our contractor. Purchase and delivery set up went smooth. But the install was challenging and there was cosmetic damage to the new unit. When asked if there was anything that could be done to it their answer was "if you like a car and it get scratched would you return it?"......not cool. read more

Sandy was excellent to work with when we were purchasing a new gas cooktop. He was responsive and knowledgeable. Jeremy installed the cooktop. He was efficient and cleaned up afterwards. Great experience all around! Would definitely recommend them! read more

Tom Rys, store manager sold cooktop and oven that latter on were not a good fit or were not available for delivery on the promised data. After several visits to the store payment of additional cost for item that was available the installation took place - weeks after the initial agreed date. The installers left a note: "" JPJob to finish install needs longer screws."" Calls to find out the installation date of the "longer screws" did not accomplish anything. The installation, apparently, remains incomplete. Mr. Rys informs that this is responsibility of the warehouse. So it is my problem. read more

Terrible service! They spend all their money in advertising, but do not invest in their post sales service. They sold me a major appliance which is not working properly. It took me 1 month to get someone to come out and look at the machine. The guy said it was my fault and told me to change detergents; when the problem persisted it took another 3 weeks for the next guy to come out. The situation has not yet been resolved. Don't buy anything from them. read more

The service provided by this corporation is absolutely poor. We bought the extended warranty which was a big mistake, locking us in to a month wait for any issue that you have with an appliance. First the phone call, then the service visit to come out to verify you weren't lying to them on the phone call, then waiting for parts, then calling back at the wrong phone numbers, and then maybe you get the process completed in a month or so. The service management of this corporation is utilizing practices of the 1950s and hasn't in any way providing service maintenance. I won't ever buy anything from these people again. The sales people may know their products, but why waste your time with something that once it breaks you are out in the cold? read more

DO NOT BUY APPLIANCES FROM BRAY & SCARFF!!! If i could rate it negative stars I would. So, we bought our Maytag washer with them and purchased the 5 year warranty to go along with it. It worked fine for the first year, but after that we have had many problems. The first time it took 3 months to get the washer fixed. They ordered the wrong part the first time and when the technician came out a second time to install it he realized the new part would not fix the problem. Someone was watching the technician work and they said he was messing around with what he thought was the old part, and broke it. This was actually the new one they finally got it. So he installed it and left without checking to see if it worked, and of course our laundry room was flooded once again the first time I try to use it. Now, I had a technician come out on August 1st (I had to wait 3 weeks just for the appointment). He said the new part would take around 7-10 business days. WRONG. It is now August 22nd and the washer is still not fixed. I have called almost every day for a week to try and find out when my part is going to be here. I have been hung up on, put on hold with out a warning, and transferred from person to person just because no one wants to check on the delivery of my part. Every time I call they change the date it is supposed to be delivered on. Once the customer service rep from appliance repairs gave me the number for the distributor....she wouldn't call to check on it; she wanted me to. Why did I buy the 5 year warrant if it never works and never gets fixed?! read more

First rate appliances. Third rate service. Made the mistake of buying a B&S service contract -- priced well, great promises. Thought that appliance sale would provide excellent service because they want repeat customers. Foolish. Actually getting service may be another story entirely. All service is done by their central service in MD, who couldn't care less if you shop there again. Minimum of 10 days required to actually come out for the service call. Technician arrives, does not have parts (water dispenser valve for top of the line refrigerator with same valve and filter for 5 top of the line brands). Need to order the part -- count on another 10 days IF YOU'RE LUCKY. When part arrives, Bray and Scarf will call to schedule installation. Another 10 days. read more

On Dec. 9, I wrote a review about my experience with Bray &Scarff at Vienna, VA. This review is an update to their latest incompetence. I have suffered through 2 installations of 2 broken dishwashers - first a Bosch with a broken water inlet valve and then a GE Profile with a broken latch.. This circus has been going on since Dec. 13 and 6 visits from Bray & Scarff to my home. Debra, the home service manager, called today to say that they will install the new latch Dec. 18 if they find one. They are aware that they have sold me 2 broken dishwashers but could care less. Craig Dexter, whom I trusted from past years, has not even returned my calls and Debra acts as his front person. If you are considering this company, think again. RUN AS FAST AS YOU CAN because they are only interested in getting your money, and could care less about good service or whether their appliances work. This company is a disgrace to the northern Virginia area, should be closed down, and not to be trusted. Such a shame to have fallen this far in their products and service. read more

Called to get a price on a washing machine and they were able to match the price at Best Buy, AND deliver for FREE (after rebate) - ordered over the phone. Super easy and a pleasure to do business with! read more

Beware of Bray & Scarff. Behind all the nice marketing and easy sales experience, is a very poorly run customer service department. We are very disappointed in the way they have handled our warranty service. We bought a GE clothes washer in 2012 with a 5 year warranty. The washer has never worked properly. It shakes violently, even with few clothes, and the hot/warm water cycles stopped working. We have now had a repair person come FOUR times, sometimes forgetting even to bring the right parts, and it is still not working. And good luck getting a timely repair. It can up to a week or more for a repairman to arrive and even more time for them to order a part. While customers expect to be occasionally inconvenienced with appliance repairs, there comes a point in time where enough is enough and the customer's inconvenience and burden must end. Bray & Scarff has had more than enough time and more than enough bites at the apple to resolve this issue. read more

I recently purchased a washer/dryer from Bray & Scarff Tysons which was delivered promptly when scheduled. Dayo and Oswaldo were amazing in the care that they took to carry the appliances to the 3rd floor of my townhouse. It was no easy feat given that the stairs were very narrow and the washer weighed in at 300 lbs. Dayo and Oswaldo took extra care not to scratch my hardwood floors and freshly painted walls. The appliances were leveled and tested before they left my house. I have no complaints about the delivery process or the product. read more

Horrible, horrible service if anything goes wrong with your appliance. Do not buy there! I have been waiting for three weeks to have my dryer fixed. If a new part has to be put in they make you wait another week to order the part. I have called many times and no one calls back. I'm so disappointed as I heard they were the place to go for quality appliances. read more

I would recommend Bray & Scarff to anyone. You get the knowledge and service of a specialty store at the low price of big box stores due to their price match guarantee. The salesman, Sonny, provided an informative and nice low pressure buying experience. The installers, Dede and Sallah, were very knowledgeable and a pleasure to have in my home. read more

Okay so you are looking to buy appliances, drive by Bray and Scarff and keep going. The sales team, selection and prices aren't that bad. However, you can buy a five year service plan, DON'T. They absolutely, positively are the worst service repair company I've ever dealt with. It is unbelievable how inefficient they are. Here's how it works. You call and tell them my oven is not heating up. They tell you they can have some out in 3 to 5 days, so you schedule something. Okay, 3 to 5 days you can manage. What they don't tell you is when they come 3 to 5 days later, they look at it and tell you "yeah it won't heat up - we have to order that part". That takes another 7 business days. Then the part comes in. They call and can be out in 3 to 5 days. They come with parts and pull out the oven. Guess what, we need another part. Put the oven back in, still not working. Part is expected to come in 2 days later and they schedule another appointment. You are at home waiting on the day of the scheduled repair for the call to tell you exactly when they are coming and instead at 9 am you get a call that the part is not in and they have to reschedule. Information that would have been useful yesterday, so I wouldn't have to stay home. The additional part comes in and they come to fix the oven again. Oops! We need another part. This continues until it finally gets fixed and you pray every time you use it that it doesn't break so you don't have to deal with them. Several of the repairs took 5 to 9 WEEKS! Glad it wasn't the fridge! BTW: These are top of line appliances - Wolf, Kitchen Aide, etc. read more

Terrible service - do not buy their extended warranties! In the past, we have had good warranty service with Bray & Scarff, but their service seems to have gone downhill. I have been waiting a month for a dishwasher repair, which is extremely inconvenient, as my dishwasher is not usable at all. Twice a part arrived damaged, but they did not realize this until the day before my scheduled service - even though they had received the part a week prior to my service. They apparently don't check to see if it's broken until the day before. The first time this happened they told me the part arrived broken. When I asked if I could still have the tech come to fix the 2nd issue (the flooding), I was told there was no tech in my area EVEN THOUGH I ALREADY HAD AN APPOINTMENT SCHEDULED two weeks prior. So I asked, "So, which is it? The part is broken, or there is no tech in my area?", and she replied, "both." Seriously? And then the part arrived broken the subsequent time also. I'm not sure I even believe them anymore. Bottom line, I will never buy another Bray and Scarff warranty, and probably will stop shopping there as well. read more

Do NOT fart around with useless big box stores. Bray and Scarff has salespeople who actually know their stuff, great selection and they will take care of you. They also deliver and install on Saturdays! read more

Recently paid about $50 to have a specialist come to my house to measure the space for a slide-in range. Technician told me that the range I had in mind would fit. Went to the Bray & Scarf store had another sales person review the technician's report to make sure that the range would fit. I was assured that the range would fit. I ordered the Bosche range and microwave for a total of approximately $4,000. For me, this was a major purchase and I wanted the customized service I was afraid not to get from a larger store. Well, the range and microwave arrived, installers from Bray & Scarf were rushing through the whole process and kept saying that they did not have a lot of time. They installed the stove that does not flush against the wall and sticks out by 1.5" and the warming drawer kept popping open. The microwave was missing a light. I told the installer that I did not want to take possession and wanted my old range and microwave put back in. He assured me that they will send replacements and that I should just use these for the time being and that he did not have time to speak with his colleague at the store. I insisted that he does. We called the store and they assured me that I should let the installer go and that they will fix all issues. I called the next day and spoke with the manager who was very polite, and told me someone would call me on Monday. I received a call on Monday from someone who only referred to the Microwave and said that athey can give me a four hour window to come and see for themselves because they cannot rely on the statement of their own installer. So, half a day off of work to sit home and wait for someone to come just to see that the light does not work? What about the range. I do not recommend purchasing anything from this store, because if anything goes wrong they will not help resolve the situation. I have a range that is not properly installed and sticks out, the range warming drawer keeps popping open randomly, and a microwave light that is missing altogether. I will write another review about the poor quality of the Bosche range and microwave, but think that Bray & Scarf is not a reliable and professional appliance seller/servicer. Very disappointed with the entire experience. read more

Thank you for you response Kojo. Please post the email where I can send you my contact information. I was finally able to work with Holly to get the technician over today instead in next Wednesday only to learn that there was nothing wrong with the part the first technician ordered and apparently a different part is now needed so we are back to square 1 probably looking at several more weeks. Please post contact information so I can speak with you privately and allow you to show us that you have the skilled staff and customer service priority that you mention. read more

OUR experience ...Bray & Scarff may have a nice sales experience, but that's where the 4.5 stars end with this incompetent appliance service company. After having a high end refrigerator for 1 1/2 years only to have it freeze up and not cool the fridge section, I thought by purchasing their quite expensive warranty I might be well taken care of...quite the opposite indeed. Do NOT expect good follow up customer service from this company after the sale. We are now on almost 2 1/2 months of no refridgerator. After 2 no show technicians without curtesy calls, an "oh, the part we ordered was broke", and Little League customer service department, we are nearly fed up. Sure, they brought over a fridge for us to use in the mean time that would be ok for a collage student for a 6 pack and some frozen hot pockets, but hardly the equivelent to our initial investment. We have to make almost daily runs to the store. Just be warned that if you need appliance service, beneath that nice pretty outer candy shell is a rotten smelly infected absess (metaphor)...at least from OUR experience. read more

Bray and Scarff was so helpful to me as I had to go through an irritating, 4-month hassle with Kitchen Aid to get my refrigerator repaired. The whole team really went to bat for me--their customer service is top notch! read more

We purchased a dishwasher from Bray on Scarff over Labor Day weekend. We had the option of going with a big box store and decided to go with Bray and Scarff because they were supposed to have good customer service. Unfortunately, we have not had a good experience with Bray and Scarff. Long story short, we still don't have a functioning dishwasher and they haven't done anything to fix the problem. First, they delivered the wrong dishwasher. Mistakes happen, I wrote it off. Wasted a day waiting on the delivery, but these things happen I thought. Then, they installed the second dishwasher and left without really running the dishwasher. I ran the dishwasher and almost immediately heard a loud screeching/grinding noise. I called Bray and Scarff and spoke to a salesperson who said he could hear the grinding noise and said that didn't sound right. I had their repairman over who said the motor sounded and felt off when he opened the machine. However, he said we needed to run a full load in order to hydrate the dishwasher and muffle the sound and that might do the trick. He also said we should call back if we had any problems. I ran the dishwasher numerous times, and guess what, it's still noisy. I called Bray and Scarff and was told they needed to check with the service department and call me back. I didn't hear anything from them and called again two days later and spoke to the person who sold us the dishwasher, he said he would check with the service department and get back to us. Nothing. I called again three days later and was told the salesperson is away at a managers meeting and I needed to call the service department directly. Why didn't they tell me to do this a week ago? I put in a call to the service department today and someone did call me back while I was out. I called again twice more and was told someone would call me back either today or tomorrow. So far, I have spent two days waiting on delivery of a dishwasher and one day waiting for a service repairman. Bray and Scarff has been very blasé about wasting my time. They even joked that the warehouse had repeatedly made the same mistake before regarding this dishwasher model. If it's a known problem, fix it. Staying at home waiting on delivery of an incorrect dishwasher is not how any customer wants to spend a day. I understand that they have no control over the dishwasher being broken when it arrived. However, they do have control over how the issue is handled once the problem is identified. It has now been a week since I told them that the dishwasher was still making loud noises and I haven't heard one thing back from them on how they plan (if at all) to deal with the problem. Very disappointed by the lack of customer service and response from Bray and Scarff. read more

Had a kitchen fire. Sears would not honor their warranty, because they could not read the model name... WOW the model name had burned. The GE profile gas cooktop shorted out and caught fire. I called Bray And Scarff after lots of research. Matt Bernier took GREAT care of me, we ordered new appliances and Cliff installed them. FAST, PERFECT installation - clean and courteous. I will go back read more

We bought a new KitchenAid refrigerator from Bray & Scarff, Tysons, in September. Our purchase experience was great but our service experience was really lackluster. Dealing with them was like having a part-time job where you have to pay your employer. Upon installation of our $2000 fridge, the ice maker stopped working after 12 hours. Delivery was Saturday, we called for warranty service on Tuesday after giving up hope that it would start to work on its own. A few days in advance, they assign a day when the service call will be made, then call the day before to give you a 4-hour window when the service tech will arrive. He will call you 30 minutes before he arrives, which allows some people the chance to go to work then race home at a moment's notice. If you live within 30 minutes of your workplace. And can leave at the drop of a hat. Otherwise plan to take a half day of personal leave. To make a very long story short, we had five visits from service staff and the problem was still not fixed. They agreed to replace the appliance. The five trips were: 1. Diagnosis--bad water valve. No such thing as stocking parts. Wait for part to be ordered and arrive. 2. Same tech returns with new part and replaces, but tech made no effort to ensure that the new valve actually fixed the problem. It didn't. 3. This time they sent the refrigerator specialist. Why they didn't send him the first time I'll never know. He said that very extensive repairs were necessary, whole new ice maker, new door seals, etc., etc. 4. Same tech returns....oh no, wait, he didn't return. They called an hour before he was due to come and said that the part, which had arrived two days earlier, had arrived damaged. They don't check the parts when they come in. The tech noticed it when he was packing for that day's calls. 5. Same tech returns with new parts and....oh no, wait. He opened the fridge door and said, "Your refrigerator is still turned on." Well, duh. He said it had to be turned off for 24 hours before he could work on it because the parts were brittle and break easily if it's cold. He left without doing anything. I talked to our salesman (Chris K.) asking that he simply replace the refrigerator. He promised to contact service and call me back. He never called back. I called Service twice asking to talk to the service manager. Both times she was not available and I was assured that she would get a message to call me back. Two days went by each time without a call. I finally got Holly, the service manager, on the phone a couple of times by being very insistent and a little obnoxious, mentioning that my messages were never returned. "Oh, she returns all her messages in the order she gets them." "I can't believe she has a three-day backlog of phone messages." After call #5 Holly apologized and didn't know herself about the 24-hour rule. I told her I couldn't keep taking time off work to do this and insisted that they replace the entire refrigerator. To her credit, she called me back 10 minutes later with a Saturday delivery date for a new refrigerator. They delivered on that date, and the new one has worked perfectly. The time span from delivery of the first refrigerator to the delivery of the one that actually worked was over two months. Yes, sometimes brand new things don't work. I can't blame Bray & Scarff for a broken ice maker. But the service department is organized 100% for the convenience and cost-effectiveness of the service department and 0% customer convenience and customer service. They have no imagination as far as how to provide good service. I can't tell if this is company policy, or if they are just incompetent. Communication internal to their organization seems non-existent. After your purchase you become a necessary evil for them, rather than someone they need to respect and serve. Once they have your money, they have no incentive to provide good service. Apparently they don't think that repeat business or customer referrals are valuable. read more

I'm writing this review on behalf of my mother who has had a non-working oven since November 19; suffice it to say that we've had to deal with the Service Division of Bray & Scarff since that time. And, just like these other reviewers, we've been less than impressed with them. When she renovated her kitchen, she bought from B&S because they had a great selection of products and the Salesperson was easy to work with. Since the purchase, which was almost 3 years ago, they've had an issue with the refrigerator (and it took 1 month to repair) and an issue with the dishwasher (it took 3 weeks to repair). Then, the oven stopped working on November 18 and they called for repair on the 19th. A Service technician was to arrive between 1p and 5p on November 26; he didn't arrive on time...we had to leave for an appointment at 5:10 and she left a note on the door indicating that it was after 5p. When we returned home, there was a note from the technician saying "Sorry We Missed You". Called on 11/27 and was given another service appointment for 12/2, not any sooner even though they missed their service call. On 12/2 the Service Technician came and checked stove, said he would put in expedited order. Called several times because we hadn't heard back, when we finally reached someone, were told the part was not available and would be here for service on 12/23. On 12/19- service technician came early (no call-ahead), saying he had called and left a message the day before, but he hadn't. They repeatedly call on the wrong number, and have been told so (they continue to call the contractor that did the installation almost 3 years ago). During the visit, the Technician said the part that was ordered was not correct, and ordered a new part. On 12/23- told part was not in and would not be coming for another 10 days. The Technician came to do the repair on 1/8/14...he showed up and announced that he forgot the part. He said he would return at 8:30a on 1/9; called once in the morning saying he still didn't have the part with him and he would come by as soon as he did. He finally showed up around 4p on 1/9 and guess what....IT WAS STILL THE WRONG PART. Of course he was apologetic and said he would do everything to get this taken care of as soon as possible and would call the next day to update us. So far, nothing. If we could give no stars on this review we would. read more

I don't mind pay a little more at a brick and mortar store, but B&S charged more than twice the online costs for a water filter for our fridge. The staff was pleasant, but we won't be back. read more

I bought a dishwasher from them a few months ago. They did a good job installing it and I thought the price was fair. Then it stopped draining. I called to schedule a service call. They said it would be a week. The day before the scheduled call, they let me know they would be there between 8 and 12 the next morning. the next morning, I received a call at 11:15 saying that the repairman had called in sick and that the first time they could get to me would be 10 days later. I asked if they had an earlier time, and they said no. Service-wise, this is the bottom of the barrel. Very disappointed. I called R.S. Myers instead. Those guys know what they are doing and are very prompt. I won't buy from Bray & Scarff again. read more