1 Star -- Very Disappointing Warranty Service We hired Bray & Scarff approximately three years ago for a major kitchen remodel, including purchasing cabinets that were advertised as having a lifetime warranty. Over a month ago, I contacted Bray & Scarff because the rollout trays for the cabinet containing our trash baskets were no longer functioning properly. It took more than two weeks just to get someone to respond. When they finally did, we were told that their warranty department would contact us to verify the claim. Nearly another month has passed, and we have heard nothing. During that time, I have contacted Bray & Scarff several times trying to get an update or simply get someone to address the warranty claim, with no success. What is particularly disappointing is that this isn't a complicated issue. We made a substantial investment in a Bray & Scarff kitchen and purchased cabinets that were represented as carrying a lifetime warranty. A warranty has very little value if a customer can't get the company to respond when it's time to honor it. We gave Bray & Scarff multiple opportunities to resolve this directly before posting this review. At this point, after weeks of delays, repeated attempts to follow up, and no resolution, I think prospective customers should be aware of our experience--particularly anyone considering purchasing cabinetry based in part on the advertised warranty. I would be happy to update this review if Bray & Scarff contacts us and promptly honors the warranty. read more

5 stars! Veronica provided the best customer service I've experienced in years. The whole transaction was conducted by phone, text and email for replacement wall ovens. I was treated courteously with detailed information about models, measurements, installation procedures and scheduling. The installation went smoothly with excellent communication at all times. I couldn't be more pleased with Bray & Scarff! read more

Bray & Scarff - Double wall ovens - Appliances Near Me - Arlington, Virginia

Pure fraud. Did not honor warranty on washer . Long explaination but they made me deal with their warranty vendor (didn't know there was one) and the vendor, Centriciity said it was too expensive to for them to repair and I could take a cash settlement which was a fraction of what I paid and would not refund the $349 that I paid to Bray and Scarff for the servi e contract. Bray. Customer Service Manager said there was nothing she could do. It's up to their vendor. When we purchased the Service Contract it simple stated 5 year extended service. There were no Terms and Conditions or brochures. read more

Purchased a G E dryer at the Laurel outlet store. Salespeople were very nice and helpful. The problems occure however as follows: Salesperson gave me all the rebate info (rebate of $49.95) without informing me the rebate only applied to the appliance cost and the extra over $50.00 you're charged for the cord/plug wouldn't be considered. Spent 3 to 4 hours trying to get the rebate filed only to be told after the fact my purchase wouldn't qualify. Also the Invoice did not have the serial number on the Sales paper anywhere. Still waiting for my refund for the cost of the cord/plug as the delivery people used the one from my old dryer. read more

We had good experiences with Bray and Scarff for appliance buying over decades. However, no appliance ever had issues. That's a caveat! We got new appliances from them last year. The first was defective from Hour One, was reported that day, but it took over a month of emails and calls and time on hold, plus multiple technician visits, to get them exchange it AS PROMISED promised under their Sales Terms: "If you experience a functional defect with your appliance within 7 days of its delivery, please contact your sales representative immediately. A functional defect refers to a fault or issue that hinders the proper working or performance of the appliance. Examples include the appliance not turning on, not functioning as intended, producing inadequate results, or having features and components that do not work properly. These defects can be a result of manufacturing errors, design flaws, wear and tear, or damage during handling or transportation. To initiate an exchange, a Bray & Scarff or manufacturer's repair technician will verify the functional defect (in writing) once it has been reported within the 7-day period. If the defect is not reported within this timeframe, the appliance will be repaired if it is covered by a manufacturer's warranty or service plan. For more details, please refer to the terms and conditions." The exchange appliance developed problems soon after the manufacturer warranty ended, Bray and Scarff apparently switched how they do service (not really disclosed when we bought their extended warranty in order to use their in-house repair service). You have to file with Centricity for repair authorization, adding delay and poor service quality. The tech they sent said "he had not ever seen" our issue, did not know what it was, but ordered a part anyway, to arrive TBD. This is not what they promise on their website: "Purchasing your appliance from Bray & Scarff Appliance & Kitchen Specialists gives you access to our in-house repair center. Each member of our repair team undergoes continuous training in order to stay on the cutting edge of appliance repair service." This is not the "Bray Way" we used to have, or why we stuck with them. DO NOT RECOMMEND. Update: We hadn't heard from them for well over a week, longer than the promised arrival of the part that might or might not fix the appliance. By then, the appliance was clearly failing. We decided to replace it from another merchant and manufacturer. read more

Terrible. Like a lot of folks on here, Bray and Scarff has really fallen off from a customer experience perspective. We purchased a Kitchen Aid refrigerator from them 3 months ago and it completely died. Took them two days to send a technician out, he recommended the unit be replaced as the issue was not serviceable. 1 week later and we have a lot of excuses and "I'm sorry"s, but not a working refrigerator or any path to resolution. read more

Customer Service is ABSOLUTELY TERRIBLE. Was sent an invoice for a service I didn't need. Called to get the charges dropped from my invoice and they were extremely unhelpful and spoke to me rudely. read more

They specialize in some American brands (especially GE and its sub-brands) and the Turkish brand Becko (never heard of before). They don't have any Bosch on display (which is what we were interested in) but could help order one. A friend recommended Bray and Scarff, and we gave them a try. We are in the market for a new fridge. We narrowed down to three choices with the associate in the store and went home with the printouts he kindly provided us. We then went home to do some measurement to ensure proper fit. We had a few questions since it's a very tight fit, so we called the store. The associate we spoke to was off for a few days, but the staff in the store was very helpful on the phone. We emailed the associate our further questions and more specifically asked how long to wait if we order the Bosch (answer, more than 1 year!). We were disappointed, and he asked if we had another brand in mind. We asked about a LG fridge, but he said they don't carry any LG; he seemed a bit cold. I later checked their website and realized they don't carry LG or Samsung. We checked Home Depot and Best Buy nearby, and their lead time for the Bosch was 1.5-5 months depending on model. It seems the lead time depends on if the store sells Bosch regularly or not. read more

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The worst. I needed a new dishwasher, and the company sent out a technician to measure it because it's a unique size. However, the technician could not find parking, so he just left with taking any measurments. A week later, he returned and could find parking, so he took the measurements. Then, 2 weeks after that, the dishwasher arrives. The technician brings it in and starts looking around under my sink. Then he rudely delacres that I need to hire a plumber to install the dishwasher because he doesn't have all the parts. Needless to say, I asked him to leave and to take the dishwasher with him. I then canceled the order and ordered the dishwasher through M&M. I have never seen or interacted with such a rude, unprofessional installer. I will not use this company again. read more

We had a microwave installed in late September 2022. Prior to the installation we had our kitchen space measured. We we're told that there could be a slight chance that we might need an additional part for the custom fit. When the installers came we found out that we were going to need that part to make the microwave custom fit. I reached out to The salesman in October 2022, and he emailed me back and said, the part was not in yet. In November 2022, I reached out again via email and no response. I waited a week for a response and nothing. Went by Bray and Scarf and was told that the sales man was out for a week but will come back maybe the next day, I said, well since I'm here can you check to see what's going on with the part? To make a long story short nothing. Now I'm being told that it may just be a part that will be made when they get enough orders. I will never shop at this place again. Now during the holidays I have a piece of plywood on the wall where this part is suppose to go. And guess what! I have not heard a peep from the salesman. I am disappointed to say the least. Unprofessional and this place does not follow through. Get your kitchen done somewhere else or you'll end up with half a kitchen. December 2022 and no communication from Bray and Scarf. read more

Bray & Scarff - Plywood where stainless steel part should be. - Appliances Near Me - Arlington, Virginia

Just purchased all four (range, microwave, dishwasher, and refrigerator) kitchen appliances from Bray & Scarff. From the very helpful sales associate, the pre-installation measuring, the efficient quality installation (and appliance removal), and the quality of the products themselves, we have nothing but high marks for Bray & Scarff. read more

It's actually zero stars. My next door neighbor just had her kitchen renovated and it is just like mine Capstone Remodeling did a gorgeous job on her place in less than three months where Bray and Scarff took an entire year to do mine with so many mistakes along the way. I have asked Capstone to come and correct the deficiencies and damage that still exist from Bray and Scarff. They installed an electric panel that could run a whole house. My neighbor has a small one just as needed for this size of condo. I am getting this monster removed and a smaller one. installed. They will also be replacing the damaged dining room floor from "staging" and where they dropped a $700 planter day one on the job. RUN! Do not use this awful company. And this is how they treat someone who has spent hundreds of thousands of dollars with them buying applianced for my company. Unconscionable! read more

I have been a loyal customer,and a remodeling contractor that has been referring clients for 10 years.I have spent $12k in the last year and a half,and no one seams to care about my problems.10 days after buying 2 new EG refrigerators one started making bad noise from freezer fan.Grumpy ,rude service technician came,ordered parts and came back.He replaced fan and left.No light in freezer,and 6 hours later it was making noise again.It has been a week,and they ordered lights,but won't address noise.I guess I can send my clients there anymore. ROB Gordon/president, Blue Ridge Remodeling, Inc.Loudoin County,Va read more

Bray and Scarff sold me a Bosch dryer that requires you to dump water from a removable module after each time drying. Who has ever heard of this? It is disreputable not to tell the potential buyer that this Bosch model requires you to constantly dump water out manually! They should come pick up this dryer and give me the kind of dryer every single American owns, if they have a dryer. Seriously. read more

Products seem good. However, their delivery window is terrible. They give you a four hour window the night before delivery. Then they send you a text indicating that they are 10 minutes away. It's difficult to plan a four hour window around work when you have less than twenty four hours to plan it. And if you're even a short distance away from your house, it's difficult to get home with a 10 minute heads up. I understand they have other deliveries on their route, but it would be nice to have at least 30 minutes before they show up at your house. read more

They are the worst! our dishwasher died on June 1. They sent 6 repair technicians who each had a different solution. After months of heated conversations I got my money back after invoking arbitration. The service contract precludes litigation in court. Arbitration cost are paid by the consumer unless the arbitrator determines the claim was not frivolous. Bray and Scarf are very difficult to deal with once the sale is made. We will never darken their doors again. For warned is for armed!! read more

We have a 3 year old Asko dishwasher that has broken down multiple times. Due to Centricity's and Bray and Scarff's procedures, the appliance has been inoperative for over a month after 3 visits (so far) from the vendor's service technician and while this may not be the most serious issue in life, Bray and Scarff has not gone out of its way to remedy the situation and this is very frustrating. read more

Disappointed in service-call system. Expected better from this large appliance dealer.

*** Update to my complaint I send an email detailing the timeline of my issues with the service department to the address indicated in the auto response to my complaint. I got a call from a customer representative, Russ. He was able to expedite the part we needed and get the repair done within a week. As of now, my refrigerator is now working. It is a shame that I needed to get upset and start leaving bad reviews to get the attention of this company. read more

Not impressive at all! I was hoping to do well by going to a local store, but sure wished we had gone with a Big Box store. We ended up getting a GE washer and dryer. The washer will NOT deliver cold water at all (how hard is THAT?). Purchased July 3 (still have NOT received one of the promised rebates). Scheduled a service call and MAYBE got the part ordered three days later, in spite of a promise to expedite it. It's late August and the part is still not here. We had a functioning washer before, now we don't have one. No calls from ANYONE at Bray & Scarff...NEVER again! read more

Sales was nice - BUT - service has been terrible! Highly rated fridge/freezer has been nothing but problems and the service department has been terrible. Techs blame the previous techs. Say it is repaired only to break gain or not even work after they leave. Told by service department I could get replacement after 3 repairs of same issue. Now on 5th repair of same issue and they deny ever saying I could get it replaced. Got a consumer "advocate" in service department that said they would talk to lead tech. 6 days later and no return call while my freezer sits broken and I loose yet more $$$ in groceries, etc. One tech used a hot gun to defrost the freezer - later I discover that the water went into my floor and basement ceiling. Appears I cannot reply to your comment Aaron Z. So adding here. I see this reply you give to all. The issue has not been with B&S not being aware of my issues or knowing how to contact me. The resolution of this is on you - the owners - not me the client. BBB reports given this morning as well. read more

We ordered appliances from the Springfield, Virginia, store for our kitchen remodel about six weeks before we needed them. We were assured that the appliances would be delivered when we needed them. The night before delivery day, we received an email from our salesperson informing us that two appliances (out of four) were damaged and would not be delivered. One of the appliances was a Wolf range. We were informed the next day that one appliance had been discontinued. They said they were giving us the floor model and we declined that. it's been about two weeks since we recieved three of the four appliances, and we have still not recieved the refund for the discontinued appliance. More excuses from the store about the refund. We will never shop at Bray again. And we'll make sure to let everyone we know about this bad experience with them. Not only did we not get our appliances on time, we were given excuse after excuse from them. If you have an important project, do not use Bray. They are not reliable. read more

I have used Bray and Scarff twice. Once to buy a very nice refrigerator and the second time to purchase a washer and dryer. Both times I was "sold" the you can save with this rebate, bait and switch. For the washer and dryer I was upsold to a more expensive model based on the expected rebate. After not receiving the rebate the first time I questioned the sales person (Ali) about not receiving a rebate and he said they had problems with on line rebates and I should send it in, instead. He even filled out the paperwork for me. Well, I never received the second rebate either an this one was over $100. I contacted Ali multiple times and was informed I needed to speak to the manager. I tried multiple times to reach the manager, my call was never returned. I just gave up!! THE REBATE PROCESS IS A SCAM! Don't let the sales people tell you that you will save money. You will never receive it and when you try to resolve it even the store manager doesn't respond. Unfortunately I will never use them again due to this. The delivery process is wonderful the sales and rebate process is a SCAM. read more

Service quality is horrendous. Dutch in Sales was excellent. Somebody should fire the Service Department. First, they delivered a non-working g dishwasher. It was discovered it had a bad board. No one bothered to check if it worked before installing it. I felt bad for the delivery/installer. Second, we were informed a new unit was scheduled for delivery on Saturday. We waited. No calls. No text. No email informing us of any status. I called the service line, but they are not open on weekends! My wife called the Rockville store. The gentleman was kind enough to check but couldn't do anything because Service was closed for the day! My wife and I wasted 8 hours waiting for poor service. read more

We bought speed queen washer/dryer from B&S about 7 years ago. We specifically purchased speed queen b/c of reliability. But, I understand that appliances break. Recently our dryer stopped getting hot. A technician was sent out to diagnose the problem. we were charged $139 for him to determine it was a failed heating element. We were then charged another $225 for parts and labor to install said element. Repair lasted one load -- I don't even think the repairman was at the stop sign on my corner before it broke again. Now the technician (without returning to diagnose the problem) says we need a timer. When I called the repair center I was told we would not be charged for labor for the repair, but when the center called back with the quote we were told it would be ANOTHER $450 for parts and labor. The reality is, this repairman has no idea what is wrong with the dryer and has been unable to diagnose the problem. Can't get anyone on the phone to discuss the labor issue or a refund for the initial, clearly faulty diagnostic. Seems like we just need to buy a new one. somewhere else. read more

Terrible, terrible company. We bought kitchen appliances in December to be installed at a later date. In July, on the date they were to be installed, no refrigerator and no dishwasher were to be found in inventory. Dishwasher was installed within the week, six weeks later, we are still waiting for the refrigerator. Meanwhile, the installation team damaged the microwave door, so a replacement was ordered and scheduled for installation. On the day of the installation, the installation team did not show -- some "mix up" with scheduling. Awful service, terrible communication. Go elsewhere for your appliances. read more

Update. This situation has not been fixed; in fact, it is worse. We were given a replacement that is not functioning. All after their technician broke our fridge. It's not over. read more

Outstanding experience purchasing a GE Profile built-in microwave oven, to replace the original, broken one in the condo we bought. I provided the measurements and old (discontinued) model number to Tyrone, the assistant store manager, and he came back in two days with a recommendation after he and the design department investigated. To my good fortune, the new GE microwave and trim kit were in stock, and installation occurred two days after we agreed to proceed. The installers were professional, courteous, proficient and wore masks. It was a simple, seamless process. This was a relief because I had first tried another appliance store in the area, only to be met with a three month long delay in trying to order the same GE Profile microwave, which Bray & Scraff was able to install in less than a week, without ever having to visit the showroom. read more

I bought a new refrigerator in June 2024. Service has been out 3 times with a new icemaker, and the replacement never works. And they NEVER return calls despite that I requested twice that my service issue be escalated. Five months and I am still waiting for my refrigerator to be fully working. I am disgusted with the service. read more

Not sure why so many bad reviews here. Our experience was solid and always has been over the years. Latest experience: new range hood insert was found installed and issue quickly remedied. Cliff and his install team were great and William took care of me in the main office. read more

Absolutely horrible customer service after the sale. Delivery delayed. Excuses They use 3rd party to try & repair a brand new appliance. When it should be replaced. DO NOT BUY FROM BRAY & SCARFF!! read more

This is one of the worst companies I had to deal with ever. I spend over 20,000 with this company on cabinets in 2020 and one of the faux doors on the cabinets popped out. I called them about this in 2023 and asked them to fix the door due to the fact these cabinets come with a lifetime warranty. They first said they would send someone out for a fee and i asked why they were rude, it was a woman. These people are scammers your better of with big box reatilers read more

I have honestly never seen a business operate this way, straight up not responding to customers who have a defective product. Why won't they even try to make it right? We have given them our contact information at this point four times. We have not had a functioning dryer for months. We are wearing out our drying rack with the heavy loads. You can read my review below... they responded to the review an hour after posting but never got back when we sent our contact information to the email provided. read more

After a kerfuffle regarding delivery scheduling for our new kitchen, Russ at Customer Service fixed the issue. The items were received as originally planned. Thank you Russ. read more

I bought a coop that needed a number of new appliances. I chose to purchase them from Bray & Scarf (B&S) because I thought the company would provide reliable customer service and stand behind the products it sold. How mistaken I was! The Jenn-Air refrigerator malfunctioned almost from the start by varying the temperatures too dramatically, ruining food and making frozen things stick together because they were thawed and then refrozen. Yet B&S could find nothing wrong and referred me to Jenn-Air. That company could find nothing wrong either. Then one day, my cleaning people opened the refrigerator to find that a bottle of Pelegrino had exploded, spewing shards of glass into the refrigerator. Had we opened the refrigerator mere minutes before, we would have been blinded, permanently disfigured or both. Jenn-Air conducted tests and pronounced the refrigerator to be functioning normally! The company refused to be accountable in any way. Jenn-Air claimed that I shouldn't have placed the bottle on the top shelf. (Their technician said I had put it in the middle of the shelf in front of an internal unit. This is false!) Even if I had placed the bottle in a bad location, however, how could I have known the consequences? If doing so poses that level of danger, shouldn't I have been given a safety briefing? The real shock came when B&S refused to help me in any way. The company agreed that what had happened was normal functioning! I am bewildered, disappointed and furious over B&S's utter disregard for my safety--not to mention the countless food items the refrigerator has destroyed. I cannot place sealed bottles or jars in the refrigerator without subjecting myself to catastrophic danger. What level of peril or injury would it take to get B&S to fulfill its duty of customer service to me? I advise you not to place yourself in a position where you, too, need to ask that question. read more

Horrible customer service... we bought extended warranty on dishwasher, microwave and refrigerators. In the last two years each of those devices required repairs. Each time it took the technician two weeks to show up and they never fixed the device the first time. Had to order parts which extended repair time by 1-2 weeks... so 3-4 week response time. They can't manage their business well. The extended warranty is not worth the money or aggravation. A normal appliance repair man would get the job done faster. Never buying from them again and we were a long time customer... Here's a great update for you. The part came in and they're coming out August 6th. Today is July 23... so their idea of customer service for people who paid extra for a service contract is once the part comes in you have to wait another two weeks... after waiting two week for them to show up in the first place (again) and waiting two weeks for parts. 6 weeks without a refrigerator. Way to go Bray and Scarff... wish we wouldn't have wasted our time or money. Thanks so much read more

I purchased a dishwasher in 2021 with a 5-year warranty from EPIC, and by early 2022 the door developed a leak. After nearly a dozen visits from B&S through mid-2023, in Nov EPIC agreed to replace the machine. After getting fed up with B&S, I decided to lose several hundred dollars rather than get a new appliance and deal with them any further. I offer these points to potential customers to know what you'll be facing, and for anyone already stuck with them some tips on how to deal with them. Incorrect from the Beginning: We wanted a GE Profile refrigerator and a Kitchenaid dishwasher. Instead, they ordered and charged us for a GE Profile refrigerator and dishwasher. I didn't see the mistake until the appliance was delivered and installed. I let it go at the time, but I should have made them take it back and provide the dishwasher we originally selected. Inconvenient Service Appts: Based on our zip code, which is the same as the store's, we were almost always given 10-2, and were told there was no way to request a different service window. And no service appts are done on the weekends. No 30-minute heads up before Appts: Despite what they say, you only have 10 minutes before they arrive at your house. If you planned to drive home from work when the tech calls to say they are on the way, no luck. We tried that once, had the tech call repeatedly when we said we were on our way, then be rude to us when we arrived 25 minutes after our "30 minute heads-up call." He acted put out and stayed all of two minutes. No Communication with You--or Themselves: I had 2 (!!) appts cancelled and no one thought to tell me. Once was after I had called the afternoon before to confirm the appts for the next day. At around 4pm they said yes, the appt is set. The next day, I'm waiting at home, and no one shows up, no one calls me. I call B&S towards the end of the service window, and they had mistakenly cancelled my appt because they thought I hadn't paid the deductible for the service call, when I had. After they couldn't explain why they confirmed then cancelled my appt without calling me, suddenly--they COULD do a Saturday service appt. The second time was the delivery of the new dishwasher. It turned out that the last dishwasher they had was damaged, so they cancelled the appt. The delivery department didn't tell the salesperson, and no one certainly thought to tell me, the customer. No SOP by the Repairmen: It is clear the repairmen don't follow an SOP when diagnosing a problem. Each repairman thought there was something wrong with the door, until one came out with a clear plastic door to see what actually happens when the dishwasher ran. Turned out, it wasn't the door causing the problem at all, but the arm holding the top tray popping out of place against the door. They Misrepresent/Lie/Don't Understand the Warranty: I was told by B&S I could not get a cash refund under the service contract. Wrong. And it isn't even B&S's call on whether to give a cash refund or to replace the appliance - it's EPIC's call. Read the No Lemon Amendment to your service contract. Don't expect the repairman to decide when your appliance meets that threshold. Talk to someone in the service department, or even better - call EPIC directly. No Copy of Warranty: Despite asking repeatedly for a copy of my warranty, I never got one by email or mail. Here's where you can set up an account and download your contract directly at - https://centricityconsumerportal.com/nationwide/account/login On the EPIC Warranty: EPIC was easier to deal with and at least gave correct information about the terms of the warranty. Once EPIC decided to replace the dishwasher, B&S told me I had $949 to put towards a new appliance, which was the original purchase price. However, I only received 2/3 of that as a cash refund, because the ACTUAL cost EPIC would have paid B&S was 2/3 of the original price. This is the negotiated price between two big retailers, and it seems to be what you're stuck with as the customer. But I'd rather take less money than a new appliance from B&S. read more

I've always been satisfied with any product which I've purchased from B&S. However, my current need for repair service on my washer machine has been tedious . A cancelled appointment with no notice and having to reschedule another appointment another 7 days out. That makes a waiting period of about 18 days before they send out a repairman. Meanwhile the laundry keeps piling up. read more

"Aaron" from Bray & Scarff asked to talk over this review and the incidents surrounding our displeasure. We emailed him and heard nothing. On top of that, the dishwasher we bought malfunctioned, and the wheels on the bottom of the lower tray MELTED onto the heating element on the bottom of the unit. You can't make this stuff up. We spent a good part of today looking for hidden cameras in our kitchen, thinking we must be on Candid Camera (the TV show from the 60s and 70s). Look it up on the magic Google! read more

Buyer beware, sales service is good, but repair service is ABYSMAL! I bought a GE microwave from Bray & Scarff in 2018, along with a five-year warranty. In November 2022, the microwave failed. Over the last five months, I have had several service visits, all of which ended in failure to repair the unit. Each time, the tech said the problem involved a different part that had to be ordered. B&S has to be harangued for updates. I had to buy a countertop microwave in the interim. At this point, I want a replacement microwave under the warranty, but B&S just won't listen. They don't care. I have reported this case to the Better Business Bureau. Bray & Scarff used to be good, but now they are just BS. UPDATE: On 4/26/23, Bray & Scarff replaced the microwave with a new one. Good on them for doing so, but it should have not taken five months and my going on a social media rampage to get here. read more