We have had a terrible experience with this company. Appliance came damaged and no one returned my calls to fix it. Service department routinely makes me feel like a hassle- even though I bought the warranty. They're short, rude, and unresponsive to customer needs. I genuinely feel that they could not care any less. I do hope they read reviews because this is a fixable problem. As of now, I will never purchase anything from this company again. read more

After shopping exclusively at Best Buy for many years, having grown frustrated with the level of customer service, I tried Bray & Scarff when we remodeled our kitchen. The appliance specialist was incredibly helpful, informative, and patiently answered all of my questions in order to ensure that the appliances I purchased were exactly what I was looking for. After shopping at Bray & Scarff, I will never accept anything less. I will return to Bray & Scarff for all of my future appliance purchases. read more

Customer service is excellent and delivery was on time and so quick. Very happy with my purchase will definitely be going back to finish updating my appliances. read more

Outstanding experience with purchase of major appliance. Mr. Marlon Lopez was our salesman. He was super patient during the product selection, arranged for expedited delivery/installation, and followed up personally after the sale. Absolutely outstanding person! The delivery was right on schedule, and the three installers were extremely professional. Definitely recommend the Springfield Bray & Scarf. Be sure to ask for Marlon!! read more

I am actually surprised by these reviews! I went to the Springfield location last Saturday without an appointment. The manager helped my husband and I find an in stock dishwasher from Ge that had all of the specs we were looking for. Also delivery in a week! I will update once the machine is delivered but I was very pleased with the knowledge of the staff, variety of models, and cleanliness of the store (and bathroom!). We are happy with our purchase and look forward to using it! Update- we received our new dishwasher with install yesterday on time. The installing crew was very friendly, knowledgeable and helpful and even identified a potential issue with my trap in the sink. They were fantastic! We ran the dishwasher yesterday and everything is working properly. Thanks so much! read more

Bray & Scarff - GE dishwasher - Appliances Near Me - Springfield, Virginia

We are done! And Bray and Scarff helped us get the kitchen that we needed. It's gorgeous. read more

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They refused to deliver to me at the house because the item was too heavy for them to lift. What is delivery then? Mind you, they had delivered a matching item months prior. It's mind boggling read more

Great showroom, horrible product. I recently (jan) purchased an new GE oven and Fridge. The oven was installed last month and has not worked properly since. The warranty repair team has yet to be able to fix what SHOULD be a non-issue with a burner (again, this device is literally brand new). Think long and hard before shelling out money for the extended warranties. read more

Our microwave needed replaced. Dimitar the salesman was very helpful and since we were concerned with the possibility of damaging our cabinets he made sure the installation crew was aware of our concerns. The crew did an outstanding job of removing the old and installing the new unit with no damage. read more

Went to Bray and Scarff to replace a 48" range that was failing. We picked B&S because we expected a better level of service than what we might find at a big box store when purchasing an appliance that costs more than $10,000. Unfortunately our experience was awful. After installation of our range we quickly figured out that the range was leaking gas and required us to open the windows in the kitchen to keep the house from filling up with the smell of gas. The range was installed on a Friday and Saturday I called the B&S store we purchased it from. The store's manager told me that it was impossible for the range to be leaking gas and no one would be able to come out and check the range until Thursday (5 days later). I asked him if I had to call a specialist to check it out immediately for safety reasons would B&S reimburse and he said no because we had to give B&S a chance to fix the issue first. I asked him for a contact at the corporate level and he refused to provide one. Two days later (Monday) a team from B&S showed up and were able to identify that there was actually a leak in the range but they were unable to determine where or to fix it. At that point B&S turned the issue over to the manufacturer and I didn't hear back from them until the following week when the manufacturer sent out a B&S service technician. That technician couldn't do anything because it takes multiple people to move the stove and turn the gas back on. Two days after that a team of technicians from B&S came out, confirmed again that there was a leak, and then stated that they didn't know what the problem was and couldn't work on something as complicated as the range we purchased. He stated that it should just be replaced by the manufacturer. Since the B&S team washed their hands, the manufacturer called another company to come and look at the range. That company showed up the following week and determined that the leak was caused by a damaged gas valve (potentially damaged during the installation). Long story short, it took nearly 7 weeks from installation to the day we had a functional, safe range. During this time no one from B&S contacted us to check in on how it was going or if there was anything that they could do to help. To add insult to injury we have even paid for their extended warranty on the range. No, I definitely wouldn't recommend B&S if you value customer service. My wife and I had plans to purchase two more appliances that we have put on hold while we look for a high rated vendor. If it had been an option I would have returned the range to B&S. read more

I had an extremely similar experience to the previous reviewers so I thought it was worth it to document my review as well. I purchased a refrigerator from the showroom. Ashley was the salesperson. She was happy to make a sale. The refrigerator was delivered and the service worker pushed all the buttons but left without turning on the refrigerator. The LED backlight was on but the temperature would not drop below 69 degrees. I borrowed and bought coolers and bags of ice. I emailed Ashley at 7:30 p.m. to tell her that all the food was spoiled. She responded I'm sorry you're feeling frustrated. If she had instructed me how to turn off Demo mode, then the food would have been salvaged. There was no urgency, empathy, or problem solving skills. The following day (Sunday) I went to the Springfield store as soon as they opened. Marlon told me he's the manager. He told me to turn off Demo mode as if I knew what that meant. I didn't know if they sold me a defective refrigerator so I asked to return it. That's when a person proclaiming to be the manager involved himself and things went south quickly. Jason [store manager] is a belligerent appliance salesman. He's an extremely rude, hostile, argumentative, harassing, condescending bully. I asked him if Ashley was coming in. He says: Do you see her? She's not here. Ashley will be in tomorrow. She deserves a day off. Did you ask her if she was coming today? Why didn't you ask her what day she'd be in? I said all my food has been thrown in the trash. What is the reimbursement? He said if you stopped talking, I would have told you the warranty covers the food loss. The warranty does not cover food loss because the service worker didn't know how to turn off the Demo mode. I have since learned that the blame falls on the salesperson because they are the ones who have to turn off demo mode before it's picked up by the delivery service! Nowhere in the user's guide is Demo mode mentioned. The refrigerator door arrived dented. He asked me did I see the dent when I was in the store as if I missed it. It could have been dented during store pickup. The interrogation and blame was too much that I told him to stop belittling me to which he said you're belittling me! He told me if I returned the refrigerator, there would be a 20% restocking fee (even if it's not working or damaged). He was unwilling to help his body language were so condescending that I told him to stop talking. He got in my face and slowly mouthed out "Get out of my store." He said he was calling the cops to have me arrested(?). I said for what? What did I do? I didn't do anything. I'm trying to get this problem solved. With great fanfare, he put the phone to his ear and called the police(?). Customer harrassment of a minority, disabled female with such cruelty has inflicted physical and emotional trauma. Going back to 2020, Yelp reviewers mirror the same experience with manager Jason: extremely rude, condescending, tells customers to leave the store, screams at customers on the phone, overwhelmingly incompetent, attitude, hangs up on customers, interrogates customers, dishonest, and stupid. From past Yelp reviews, it seems that once you've paid for an appliance, that's the end of customer service. I should have read all the negative reviews. Deserves ZERO stars. read more

Bray & Scarff - Refrigerator door dent - Appliances Near Me - Springfield, Virginia

We purchased all our appliances for our kitchen remodel from their Springfield VA store. We knew there can be delays and backorders, so we committed to buy everything five months before starting our project. The salesperson (Ashley) told us all she needed was two weeks notice and everything would be delivered no problem. She was very responsive and friendly while she was trying to earn our business. But, once it was time to follow through on what she promised, everything changed. Over a week into our kitchen remodel we had heard nothing from Ashley. We had to reach out to her to find out items were not ready. Every time we asked Ashley for updates and explanations she was slow to respond and barely provided any information. It was always someone else's fault. As of March 1st we still had not received our dishwasher or oven. When I asked to speak to her manager (Marlon) he basically hid behind the same excuses that we got from Ashley. They never took responsibility for the delays or even acknowledged our frustration by not being able to follow through on what was promised. It felt like we had absolutely no value to them at all despite spending a lot of money with them on high end appliances. Every interaction was a fight and we finally reached the point of cancelling part of our order and going to a competitor who was able to supply the oven within a matter of days. Bottom line, if you want to lied to, disrespected, and treated like crap than this is the store for you. Otherwise, I highly recommend taking your business elsewhere. read more

We purchased a brand new washer and dryer from these guys for the July 4th sale event. They installed both that week - THAT was good, but the installer apparenlty NEVER tested the COLD water part. We later called for service telling them that there was NO cold water. I guess it NEVER worked. We have been given the run around on parts, and I guess it has NOW been actually ordered, but it seems like we may never know. I asked about money back guarantees but nobody seems to know anything. The part is now promised in a couple of weeks. (Must be on a boat from China????). Ridiculous. Here it is the middle of August (about 6 weeks AFTER we ordered. They offered "Rebates" for delivery - that's probably a LOT cheaper than actually taking money off as folks never use (or even GET) the debit cards promised. LOTS of promises, but next time we will be looking somewhere else, that is for sure. VERY unhappy with the service. (Their ads are sure misleading!) read more

The store had exactly what I was looking for and the salesperson was very helpful in getting me get the delivery scheduled quickly.

At the end of October 2023, I went into B&S to get a washer and dryer for my new home. After being ignored and left to wander for over ten minutes, I was greeted by a nice saleslady, Ashley. She was the only positive part of my experience with this company. I was glad to be able to get a new washer and dryer on sale, and was told it would arrive that Tuesday or Wednesday (the first week in November). A few days later, I was told they didn't have that color in the warehouse, but they should be able to get it after a week or so. Fast forward, two weeks pass and it's still not there, and I'm told I can choose a different color. I give up and just say I'll take the white one, because I need to do laundry. After waiting another week for them to actually deliver it, a brand new washer and dryer arrive. You'd think that'd be the end of it, but it wasn't. The washer wasn't installed correctly, to where it wasn't pumping water into the machine. We called the tech back to fix the washer at 2:21pm. He said it was probably because he let the new guy install it and didn't check his work afterwards. He said he was in Virginia and would be able to come back to fix the washer around 5:45. He didn't show up, so we called again, and he said he'd be back around 8:15pm. He still didn't show up, but he called and he said he was still in Virginia and wouldn't be able to come until around 10:30pm, but he didn't want to disturb us, so he'd rather come in the morning around 11am. Meanwhile, our clothes had been sitting wet in the washer for over six hours expecting him to come back. The next day, 11am came and went, and no sign of the tech. We called him twice, and he sent both to voicemail. Figuring maybe a manager would be able to help, I called the store and asked to speak to the sales manager, Jason. When he wasn't condescendingly telling me how I didn't actually have a problem (because apparently the photos taken of some hoses plugged in outweigh the fact that the washing machine isn't actually able to wash), he was telling me that I could return it but I'd have to pay a 20% restocking fee. This is my first experience with this company, and given the incompetence, dismissiveness, and terrible customer service I've received, it will be my last. I recommend you skip this headache, go here to get a price quote, and then take it to an actual appliance store and get them to price match it. Unless you have a few extra weeks to wait around for a product you didn't initially want and you like getting gaslit. Then yeah this is your place! read more

The Staff at this location was very professional right from the start. My experience with this location was awesome. My call as first time customer, to processing of order, keeping updated with product availability, the picking up of product and helping loading the product in my car. I would give 5 star to Ashley who was the very courteous with my issue about product having malfunction, she demonstrated excellence by making sure to get proper approval for replacement, I had a trouble free exchange of defective product with new product. I appreciate the entire staff working as team to ensure great customer service. Keep up the service level. read more

I thought this place would be better but no Placed and order three months ago and heard nothing back. Apparently the order was never fully completed even though we submitted everything as asked. Having no follow up and no regard for the customer is terrible. read more

Refund was approved and appliance was picked up on Friday August 30th, I still have not received my refund! Thank you Bray and Scarff for the exceptional customer service read more

Bray & Scarff - Non existent, dishwasher, thanks to Bray and Scarff - Appliances Near Me - Springfield, Virginia

We paid B&S the full invoice price for a Kitchen Aide wall oven unit on November 20, 2024 and received the assurance that the unit would be delivered in about four weeks. To date we have not received any information on the projected delivery date. When I visited the store today, the Store Manager, Jason Turner, greeted me with the question "Can I help you today?" To which I showed him the paid B&S receipt for the wall unit and asked him to tell me the delivery date for the unit. He checked his laptop ad told me he would not help me since he did not work for Kitchen Aide. We had a discussion about my view that I considered B&S my agent on the sale and that B&S has had the money they collected from me for the unit since November. He grew angry at my insistence that he answer my question and asked me to leave the store. They still have my money and my wall oven unit. This is not a good place to purchase appliances if you expect decent customer service. read more

One star so far, and the appliance isn't even installed. I bought a fridge before Thanksgiving, scheduled it for delivery on 12/14. When I called the morning on 12/14, I was told that the delivery was never actually scheduled. The dispatcher - the same person that I had spoken to three weeks earlier - never apologized and snottily told me that if I had ordered it now, it wouldn't be able to be delivered until after Christmas. Not sure why that was relevant to me 1. having ordered it before Thanksgiving; 2. having scheduled it for delivery on 12/14 and 3. HIM BEING THE PERSON WHO FAILED TO ENTER THE DELIVERY INTO THEIR SYSTEM after I spoke to him. read more

What they don't tell you! We purchased extended service contract on GE Cafe dishwasher. First time they marginally fixed an issue with door closure but still it doesn't work some times. Now machine stops working all together and its 2 years old. Call center dropped my call 4 times after hold wait. Call for service and they tell us 7 business soonest they can get to it and it is usually 14 days to get slot we were lucky. When I go to GE or local repair site they have openings next day and plenty of other times. Advise is to purchase directly from GE and not purchase through Bray and Scarf. Total scam.. What they don't tell you! If you bought appliance and the sales person said we have extended warranty but it takes two weeks to get appointment we would all say no. read more

We ordered a refrigerator from Here. The sales guy Demitir was very helpful and friendly. The refrigerator was delivered on time and the crew installing it did a fine job. The only issue was with payment. The bill was about $450 higher than expected. We double checked the numbers and they included a service plan without asking. We declined the service plan but in the future the customer should be asked if they're interested in it. I'm Sure the sales guy would make some kind of commission on it and it seemed a little suspect that he "forgot " to mention it was added to Our bill. Lol. read more

The sales staff were good, but after the sale lookout! Here is a copy of an e-mail sent today in response to a issue with service. Read before buying. Good Afternoon Bray and Scarff, As requested I am sending you an e-mail to inform you of the issues caused by your so-called technicians today as they attempted to repair my two year old GE Telescopic Range Vent for the second time. The technicians replaced both the fan switch and the lift motor. Throughout the process they were having issues and after two hours stated they were finished. I immediately informed them that it was not working correctly as you had to continuously hold down the switch to make it operate. They stated that it was probably a bad switch , so they would order a new one. Then the quickly left, before I could look at their workmanship. Well once I opened the cabinet it was clear why they left so quickly. I attempted to call the Service Manager, but was told the following by the person answering the phone: "Unless you give me details of everything that is wrong, I cannot send her an e-mail message". I stated some of the issues and called the Springfield Store that sold me the appliances. Again I was told to send an e-mail explaining the issue and pictures , so it could be sent to the escalation team. Per your request this is a list of the deficiencies: 1. The switch to raise/lower the fan must be pressed continuously to make it operate. If you do not release when it reaches full height, it goes back down. 2. The fan switch and cover are misaligned , so it is extremely difficult to turn on the fan. 3. The fan is very noisy, probably due to the fan cover not being installed properly. 4. The left fan housing clamp is missing a retaining nut and is most likely installed backwards as compared to the right fan housing clamp. They should match. 5. The right fan housing clamp is misaligned and the actuator motor housing was installed on top of it. 6. The fan housing was not installed in the bracket and is not centered causing several issues. 7. The fan housing is not sealed on either side (left is 3/4 inches and right is 3/8 inches) causing most of the alignment and air leakage issues. They covered up the issue with tape, but it still leaks. 8. A cover on the side of the fan housing fell off while I was running it as it was not secured, now wiring is exposed. 9. Fan housing is not aligned to the floor register as it is no longer centered and sticks up 3/4 inch on the bottom of the cabinet. 10. There is air leaking in the cabinet, under the cabinet and around the gas pipe. In August 2022, I purchased four new appliances from your company and so far only the vent hood has been problematic. However that does not excuse the experience that took place today. I do not know the condition of the internal parts and the extent of damage caused by the technicians. I cannot say with certainty, but the exhaust fan leaking into the cabinet, floor and floor joists would seem to be a unsafe condition. Then, I must wait another 4-6 weeks for someone to install the new switch and/or fix this mess? What is the new life expectancy for this two year old unit? Can the same technicians be trusted? Well, my solution is simple....replace the now damaged unit now and have someone with actual authority in your corporate structure call me to discuss. read more

The delivery people absolutely destroyed our appliance. You'd think they'd be happy to help us get it replaced as it caused so much inconvenience and delay in our kitchen remodel. To our surprise they said they could not honor the price we bought it at as it was the last one, and they were not even willing to make it right by helping us replace it with a similar one. The only option given to us was to buy a different model at full price which was much more $$. Extremely disappointing and frustrating experience. read more

Update 02/09/21 Still zero response from sales manager who sold us the appliances, no call or emails. I submitted my letter with my contact information regarding my situation as advised to brayandscarffhelp@gmail.com.. let's see how long they will resolve the dented microwave convection oven, to which I paid asking price with installation fees for a new, non-damaged unit. Product and service paid in full, but damaged product delivered without resolution due to less to zero customer service. Additionally waiting for replacement parts for a dented door is NOT what I agreed to when I placed and paid my order at Bray & Scarff. Tired of such company abusing and misleading people with their hard earn money. read more

This company has been a disappointment in their customer service, being transparent about delivery and follow up to provide current information. 4 months later we still do not have a refrigerator that we've paid for in full. Communication is key and from past reviews from other customers it seems that once you've paid for an appliance, that's the end of customer service. I understand that COVID-19 has made appliances scarce due to shut downs, but this company is underhanded and not transparent in the information they provide customers. We have had to purchase a smaller fridge in the meantime from Home Depot. Ordered it in August, it was delivered the 2nd week of September, no issues. Here's the trials we've had with Bray and Scarff. We paid in full for a Kitchen Aide refrigerator in JULY! When we bought it we were told delivery date would be August 20th. A week before delivery we hadn't heard from them so I called to check the status. A delay in shipping occurred and it was now moved to the 27th of August. I was upset that no one called to let me know but understood that things were slower with COVID. At this point we were told that we were 4th in line, and some customers had been waiting since May. If we had been informed of this in July, we would have looked at other options, but we were told It was coming in August. This date continued to shift as it moved to the beginning of September ..... wait for it.... no phone calls I called back and the date is now the 16th..... then the 23rd......I called and spoke to the manager who said keep checking back it should be here by the end of October at the latest. Called again the delivery date is now November 4th. No communication from Bray and Scarff, the delivery date has passed once again. It's now November 10th, no fridge no communication. I called again and spoke with Marlon, the sales associate who sold it to us in July. He said he would look into it and call back but now there are 27 customers waiting for this product. Marlon then sent an email to my husband today saying production is closed due to covid, would we consider a different brand. It's been 4 months since the sale. They have our money, we have no fridge. I do not believe that they had no idea about the delays with this appliance. If they were up front and honest about how production was going, we could have made an informed decision much earlier on. There was no indication given to us that we would be waiting 4 months, with no date in sight. I wanted to support small business but this has definitely been a disaster. There was no reason for all of this! Do not purchase anything from this company. They do not take a proactive approach and have no idea how to communicate with customers after the sale. read more

We had a nice experience while shopping here today. We actually ran into this store by accident and just realized that it existed here after doing some shopping at a nearby big box store. We had been discussing replacing our refrigerator for several months, but hadn't taken the subject very seriously. After coming here though, We decided that the prices here were reasonable enough to finally take action. I have always preferred Whirlpool appliances and my significant other likes General Electric. This store had plenty of both and then some! We also found a couple of really nice KitchenAid refrigerators as well. After getting some advice from our awesome awesome, we settled on the Whirlpool 27cubic foot fridge that included the necessary ice and water dispenser. Soon enough we had completed the order and made the arrangements to have it delivered to our place. In my view, it was a cool experience shopping here. read more

Bray & Scarff - Appliances Near Me - Springfield, Virginia

I was very happy with the service and speed of delivery when I first purchased my washer and dryer, but the washer that was delivered did not work. To get any repair information I have to constantly call the service department and the store. Two service visits later I am told the parts still won't arrive for another 12 days. By the time they possibly fix this machine a month will have gone by, and no one can give me any kind of resolution to replace this machine or honor the terms of the additional service warranty I paid for. I am literally stuck with this bad washer and no one seems to have any authority to help me resolve the issue. I understand there are supply chain issues, but the supply of washers was not an issue when I bought it, so why can't it be replaced? Bray and Scarff has lost my trust and I could not reasonably recommend them at this point. read more

We have purchased several appliances from Bray and Scarff over the last 20 years. I would have reviewed them five stars in the past. However, my current review is one star. We purchased a double oven on June 10th. We called several times to set up a delivery. Received no call back. I finally had a person, not my salesperson, tell me the delivery date is June 22nd. No explanation for the delay. The customer service is not what it was in the past. I am now a very dissatisfied customer and will look elsewhere for appliances. read more

Two emails to the Springfield Bray and Scarff store and one email to the general Bray and Scarff customer service. Still no response and acknowledgment that one of the brand new double ovens I purchased from them exploded. The poor customer service is extremely disappointing. read more

Bray & Scarff - Brand new GE cafe oven. - Appliances Near Me - Springfield, Virginia

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I shopped around for getting my kitchen remodeled about two months ago. I checked six places, and ended up going with USA Cabinets. Bray & Scarff's employee was helpful and courteous in my appraisal, but unfortunately I must give them one star because I don't want you, potential customers, to be giving this company your money. Why? Because it was 100% clear after price comparing these guys to five other companies that do exactly the same that their prices are 1.5 to 2 times a high as you will pay anywhere else. I told my rep at USA Cabinets how I was quoted twice the cost with these guys, and he just chuckled and said that some businesses aren't interested in repeat business and only want to take as much money as they possibly can from the customer. And that's exactly the vibe I got, unfortunately. These guys quoted me minimum 45k for what I ended up paying USA Cabinets 23k for and received an outstanding job with very caring staff. Other decent places quoted me between 20k (Home Depot being that lowest one) and 30ish K. That's a huge difference! Spend your hard-earned money wisely! read more

I had an extremely similar experience to the previous reviewer so I thought it was worth it to document my review as well. I placed an order online. I was promptly contacted by Alysha who informed me of delivery delays for the products that I ordered. I appreciated the prompt communication and honest assessment of delivery. I accepted the situation. While I waited, I would call in to see if there was an update about every 1-2 weeks. I asked for Alysha because she seemed to be who was assigned to my order. Sometimes she would be available, sometimes she would be occupied with another customer or out of the office. In those instances we would leave a message. Not once did Alysha return our call when we left a message. This was so frequent a problem that we would often tell whomever offered to leave a message that we would just wait on the line until she was free. That didn't seem to be appreciated. In general we never felt appreciated for spending a large sum of money with this business. On more than one occasion when we mentioned that we were calling about an existing order, the feeling from the rep was that they were not going to get a sale from us and they did not wish to waste their time talking with us. At one point Jason told my wife that Alysha did return our call. How he would know this is beyond me. Unfortunately he is wrong and rude for making this claim. Without a doubt there was no message or missed call on either of our phones. She has never returned a call. I'm usually forgiving. I get it. People are busy, people make mistakes, and as a sales person you want to make a sale not perform customer service. This could be forgiven, especially with a little grace, maybe an apology, assumption of responsibility, or simply answering your messages. The final straw was arranging delivery for the last items. Alysha called to schedule delivery. I told her I would need to call her back to confirm. I called her back the same day and she was with a customer. I left a message and she did not return my call. I called again the next day and she was with a customer. I spoke to Jason and let him know that I already called the previous day and left a message and she did not return the call. He assured me he would leave her a post-it on her desk. She did not return our call again. When I finally reached her 4 days later she did not offer any apology for her failing to return our calls and oh by the way delivery is delayed because we did not confirm the date. No surprise she did not take responsibility for failing to reach us to confirm our delivery date. I sent an email to brayandscarffhelp@gmail.com at their request due to my google review. I have not been contacted either by phone or email in response. I chose B&S because they were a small local business. Unfortunately due to my experience, I will never do business with them again. I will be sure to share my experience with anyone looking to make an appliance purchase to warn them of the poor customer service at Bray and Scarff. read more

I am pleased to say that following some initial hiccups Bray and Scarff really moved to sort the challenges described below and to explain the situation and resolve it. This occurred at all levels, from point of sale all the way to corporate... it shows they do care and want the customers to be happy in a challenging environment these days. It can't be easy when there are layers of reliance from manufacturer to distributor to transportation to point of sale... and sometimes there will be hiccups. It is how they get addressed that matters and I am pleased with this team. In fact... it is how a company responds to an adversity that often says more than no adversity at all. I never felt like a number in my communications. I'm happy to write this update. read more

Installation team didn't show. Salesmen very helpful in making a sale, but then it's up to the customer to follow up to ensure delivery and installation. Also customer blamed for no show. Jason was extremely rude over the phone, which closely mirrors the other yelp review. Go somewhere else. Save yourself!!! read more

This is my first time at the Springfield store. I had previously ordered all kitchen appliances from Bray & Scarff 9 years ago at a different location. I like the personal attention and also the excellent delivery experience. They are a bit higher than the box stores but the excellent delivery experience is well worth it. Jason was terrific and was able to answer my questions regarding the washer and dryer I was about to purchase. I had researched the products online so I kind of knew what I was getting. The delivery was excellent and the team was very helpful in setting things up and giving me some tips prior to washing my first load of clothes. I would definitely purchase from them again. read more

message to the B&S rep who contacted us, posted as a follow-up: Thanks for replying Aaron. We contacted the manufacturer to get service (dishwasher is brand new, so we are well within manufacturer's warranty period). They scheduled us a few weeks out, came, and said that B&S had glued the moisture gasket on, so the appliance was not accessible to them. By their policy they would not service it. They redirected us to B&S to have you removed the moisture gasket. Their point was that if they tried to remove it and damaged it, they did not want to assume responsibility for that. We then called B&S again. The soonest they would get out to look at this was five weeks later. What choice did we have? We took that appointment. On or about December 20, B&S did show. The serviceman said the gasket was not in fact glued on. So that five weeks was time wasted. Your service rep checked the dishwasher, reset it, found no error codes, and got it working again for us. He did a great job, and we were very grateful to finally have it in working order. We had bought it in late August, so by late December we felt it was reasonable to expect to have one. I guess at this point I just wanted to follow up on my Yelp post so others could see how this turned out. I wouldn't say we're happy with the way things turned out: we still don't know what caused it to stop working, or if it will happen again. Or if the other appliances we bought in the set we purchased with the dishwasher will also be unreliable. But your serviceman did a good job once he was here, and he (and you) deserve credit for that. Bottom line: it took too long to get a working dishwasher from you (about four months after purchase). And I still had a bad experience with the woman from your Springfield showroom - I own part of that problem, but she does too and so you do too. I expect no other action from you at this point. As I said, I just wanted to post how this played out so others could learn from our experience and judge B&S for themselves. read more

Awful customer service. After a fairly pleasant experience in the showroom, we were hopeful the bad reviews were wrong. We purchased a fridge, dishwasher and double oven a month ago. They sent someone to measure for the oven to confirm it would fit. We called and emailed our salesperson, Sandy, to make sure all was well, never heard anything back. Called today to confirm tomorrow's delivery and it turns out they've known for a month that the oven won't fit but never bothered to tell us. Not sure what they were planning to do tomorrow but we canceled the entire order. read more

Jason was great in recommending and helping us pick the best appliances for our need. Due to Covid it was a long span of time to get the appliances, but he was honest about timing and helped us through the delivery process. Only comment is make sure you ask for/buy the power cord if you are getting stove. We love the appliances and appreciate the challenges of Covid that Jason and his team work everyday. Chuck T read more

We bought new kitchen appliances. The refrigerator was broken in less then a week. It took over a week to get a replacement. We ordered it with an ice maker that came over a month later. It's not installed properly and has never worked. We came get service to correct the issue. They took our money and then provided terrible service. We have a new refrigerator with a not functioning ice maker. It's frustrating and I can't recommend this company. read more

Customer Service was grossly unprofessional and poor at the Springfield, Va store. We walked in and was was glanced at by the male associate behind the front desk. Not allowing one rude associate to prevent us from shopping for appliances, we continued to look at what the store had to offer. However, after 15 minutes of being in the store not one associate offered their assistance or spoke to us. We even went to the front counter and out of 5 employees not one acknowledged our presence. I would not recommend this store. read more