Bray & Scarff

I am extremely disappointed and frustrated by the recent service experience I've had with the refrigerator I purchased. What's most disheartening is the way the service department has handled the situation. From the start, there was zero communication about the technician, Mak, who was supposed to visit for repairs. To my surprise, he showed up only for diagnosis, leaving me in the dark about the actual repair process. He assured me that someone would follow up today for scheduling, but no communication was received. In an attempt to get answers, I called the service department around 11:30 a.m. The individual I spoke to, who refused to give me their name, mentioned that my service ticket from the previous day hadn't even been processed. She could not provide any timeframe for the repair and my request to escalate the matter to a supervisor was flatly declined. This entire experience has been a huge letdown. A newly purchased refrigerator that broke down almost immediately, coupled with a service department that lacks transparency and timeliness, has left me incredibly dissatisfied.

I don’t often write bad reviews because I like to give companies (and people) the benefit of the doubt. I understand that things happen and not everything always goes according to plan. What separates the good companies from the bad is how they handle a situation when things go wrong, and I can’t even begin to understand how anyone would think this is an appropriate way to treat their customers. I purchased a 4 piece KitchenAid suite through Bray & Scarff in Tyson’s Corner VA on 4/8/23 and was thrilled that they had all pieces in stock and were able to schedule my delivery quickly on 4/18/23. The delivery happened on 4/18 as scheduled (As an aside, I wasn’t super happy with the job that they did protecting my floors, resulting in some scratches on the floor but not the main issue at hand), but when the installer turned the appliances on to test, the dishwasher wouldn’t run. They spent quite awhile trying to trouble shoot but ultimately decided they needed to have a service technician check it out. I was obviously concerned that this brand new unit didn’t work but was told that it’s very common for things to get jostled in shipping and it shouldn’t be a big deal. Believing this was the biggest mistake that I made in this process. I should have had them roll it right back out the door. 5/2/23- First service call (1 day off work for me), the service tech was not able to fix it. It needs a new motor. 5/16/23- 2nd Service Call (another day off work), new motor installed. Still doesn’t work. 5/17/23- 4 calls from me to the service department where I sat on hold for lengthy time periods (system hung up on me twice) After eventually going through the sales department at the Tyson’s store, I finally received a call back on 5/18 from someone in the department who couldn’t even help me with my request (a new unit as it is clear this unit is defective). I was told that a manager would call me back. That never happened. 6/7/23- I called again and asked to speak to a manager, they didn’t return my call until 2 days later, on 6/9. I explained AGAIN what the situation was and expressed my dissatisfaction. I asked what the options were for just returning it and buying one somewhere else and the said there would be a restocking fee!!! For something that NEVER WORKED!!! I was then told that they couldn’t help other than to wait for the part on backorder. I again said I didn’t want the part, but I wanted a new unit. I was told that they have a “process” to follow but that they would escalate it and I would hear back by “middle of next week (6/14?)” 7/11/23- Today. I obviously never heard back so I called again and spoke to yet another service agent who told me that KitchenAid/Whirlpool is unwilling to replace my unit so the only option is to wait for the part with no ETA. I am a customer of Bray and Scarff (not KitchenAid) so as far as I’m concerned, they should be responsible for replacing it. They were certainly happy to take my money. And there’s no manager that will talk to me and (you guessed it) I’ll wait for a call back. I am completely frustrated and yes, I’m angry. The only option I see at this point is to warn as many people as possible to stay far away from Bray and Scarff. I try to make as many purchases through small businesses as possible (not big box stores), but I got burned this time. It’s clear why they don’t have a customer service line only an “appliance” service line, they’re not at all interested in providing customer service.

This company had the gall to install a $600 microwave that does not work. The contractor put in a brand new $600 appliance and explained that the door doesn't open - so essentially it is broken too. The whole reason I called them and paid $600 was to have them remove an appliance that does not work and replace it with one that does. I cannot believe that a place like this exists in Bethesda.

purchased new kitchen appliances at the beginning of June for my contractor to install, because of some project delays the appliances ended up sitting in box in my garage for a month. when it was time to install I learned that my range hood was the wrong size. I called bray and Scarff about exchanging it for the larger size and showed a picture of it in the box, plastic packaging still intact. I learned I was outside of the return window but that sometimes exceptions are made. an exception wasn’t made this time because apparently you can’t resell it even though it’s new in box and not even a little bit disrupted. their prices are no better than Home Depot or Lowe’s and at least you get a decent return policy with those stores. Never, ever again will I shop here

We purchased our Whirlpool washer from Bray & Scarff with a 5-year warranty. DO NOT PURCHASE A WARRANTY FROM B&S!! The warranty is worthless. Our washer stopped working on February 5 and since it was still under the B&S warranty, called them for the repair. The earliest appointment was March 3 almost a month later. They then had to order a part based on the failure code displayed. B&S does not keep parts in inventory, so that took several weeks. They returned on March 22. But they still could not fix the machine. Another part of the washer had to be ordered. It takes a long time to order parts because they can't order from Whirlpool or Amazon (I found the part online there). They have to order parts from their warranty company. They returned again on April 11 to install the second replacement part. The washer still does not work!! We've been without our washing machine for over two months. Don't purchase a Bray & Scarff warranty on their appliances. They take too long to order parts and to make an appointment to attempt a repair.

Bought a 10k fridge and paid to have people come measure etc. During the install my floor and baseboard and bottom of her fridge were damaged. The ice machine is still not working. The installers said a tech had to come out (had to wait 3 weeks for that) and now the tech is here and says it’s the installers problem bc they never connected the water line. I insisted he try to fix it and he did. Sadly he had no idea what he was doing and caused a flood in my kitchen causing water damage to the basement. I will never ever use this company again (and actually cancelled 15k of appliances as a result). Will try the Home Depot Expo center which has a wider selection and more affordable products. Their install fees are considerable cheaper as well. Bray and scarf is the ultimate rip off. Also FYI if you have an issue pack you patience. You have to wait for your representative to help (not anyone in the store can help). Very disappointed with the service and still don’t have a functional fridge almost a month after delivery. And I spent all day doing laundry and cleaning up the flood the tech caused.

This is the worst company I ever had to deal with! Today my stove top should have been installed, I haven't cook in my home for 2 weeks, the service men show up to my house today and started to walk on my newly fresh drive way I ask them to walk on the grass instead and they got an attitude with me. I told them to walk on the grass and when they came to my door proceeded to enter my home without shoes covers, when I ask them to put shoes cover on they immediately packed up the stove and drove off. I took off from work today to have the stove installed. I have a toddler in my home who's all over the floor during this pandemic. All the service men I've ever interact with wear shoes covers. I call and spoke to the delivery MANAGER " STEVE " he was just as rude as the team I will not recommend this company to anyone.. very rude service I am confused how ignorant and these guys are. No I have to order out to eat, I haven't cook a decent meal for my family in a while and now today because of unprofessionalism I have to suffer. What if it was your family members????? BAD SERVICE!!

I would like to express my deepest gratitude and appreciation for the excellent customer service I received at Bray & Scarff by Joseph Nwakanze of Sterling, Virginia. After my showroom tour, I selected the Jenn Air RISE collection for my kitchen remodel. All of the appliances were on backorder during the COVID shutdown but Joseph kept me continuously informed of the status of each and every appliance. He promptly scheduled delivery as soon as each appliance arrived over an eight month period. Joseph also referred me to an excellent kitchen designer and contractor to complete the job. I highly recommend you seek Joseph for any appliance consultation and sale. Joseph is very knowledgeable, courteous and helpful. I feel very lucky that he was the salesperson who greeted me in the showroom on day 1, and he continued to assist me diligently through day 221. Thank you, Joseph!

Purchased a new GE Profile range from Bray and Scarff (B&S) in June 2019 and also purchased the 5 year extended warranty. The range never heated properly from the start. 12/20/19 - Bray and Scarff technician arrived to the service appt to check the temperature of a range that was malfunctioning but DID NOT bring a thermometer with him. 12/31/19 - another tech came and said he only saw variation in temp of -10 degrees. Never fixed. 11/18/20 - called again and first available appt was 12/11 just to come diagnose issue 12/11/20 - tech said he needs to order new control panel and sensor 1/15/21 - technician replaced control board and sensor. 1/22/21 - Oven still not working properly. Called Bray and Scarff repair again and sent to escalation dept. Said tech will call GE on Monday and get back to me. THEY NEVER GOT back to me. Holly from the escalation dept was supposed to get back to me. 2/6/21 - Calls B&S and said they were trying to track down history of my range. 2/25/21 - scheduled technician to come out 3/2/21. 3/3/21 Tech came out - Centricity Case # 05397394; EPIC Contract # AB13705 GE Case# 05397394 3/8/21 - Centricity called and said sending One Stop Appliance for a 2nd opinion. 3/12/21 - One stop appliance tech found damaged motor and heating element and said they would report back to Centricity. No communication from anyone. 3/15/21 - email from Centricity indicating the part was ordered and would be in 5-7 business days 3/26/21 - called centricity they called One Stop Appliance to check on part 3/30/21 - learned part was backordered from GE with no date 3/31/21 - Centricity elevated to claims dept 4/1/21 - centricity told me there are 2 parts that need to be ordered. One they cannot get until 4/10 the other the vendor doesn't recognize the model #. I PAID for a NEW RANGE and 22 months still do not have a working range. Instead we use a $100 toaster over to cook. I have wasted so much time and still no working range. If I wanted a range with 3-4 replacement parts I would have bought my range used. BRAY AND SCARFF should refund my $ for the range and 5 year warranty. NEVER EVER EVER shop here. Filed formal complaint April 1, 2021 with the Better Business Bureau.

We have remodeled 4 kitchens over the 20 years we have lived in the DMV and the 3 previous remodels we had used Bray & Scarff/Bethesda(B&S) to purchase our appliances. This last set of appliances(Arlington location) has been nothing less than a nightmare!! We purchased a new KitchenAid dishwasher(first steps in the remodel)on 7/19/20, unit was delivered on 8/11/20 but technician said he couldn't install it because the unit was to big for the space left by the old one he removed. We eventually had the new unit installed without having to alter the floor or cabinet and found that the dishwasher did not work. Long story short, after the Bray & Scarff technician replaced multiple units(loose wiring harness, faulty main control board & then sensor) the dishwasher still doesn't work. Now its 11/30/20 and we're waiting for another part to come in to see if that fixes the problem. We've been without the use of a Brand New Dishwasher for 3 months and Bray & Scarff has failed to remedy the problem.

Bray and Scarff gets two stars because they have some very informative sales associates. However, I could not in good conscience ever recommend that anyone make any major purchases from Bray and Scarff. They do not stand behind the products they sell. The service department is probably the worst I have ever encountered. Two of our appliances arrived defective and instead of doing what they could to quickly get us fully functioning appliances, they continue to try ordering different parts to see if the can fix the issues. The parts take weeks to come. Then, rather than trying to get the part installed quickly, they tell you that once the part is finally in, you need to wait nearly another month for the next available appointment. It has been over three months that I have been dealing with the service department. I feel as though Bray and Scarff robbed me of the functioning appliances that I paid a lot of money for.

Great place to buy appliances , but NEVER use Bray & Scarff for kitchen remodeling or countertops...it is a different division and all they want is to get your $$ and make a sale. Once they’ve got your $$, it’s all about DELAY, DELAY, DELAY. It is all about TRUST...and this project was a BUST... If you don’t think you can meet the customers timeline, don’t make the sale. That is what is called customer service...