COMPLAINT INFORMATION Purchase Details Invoice: EQ1464 Date: 07/16/2022 Store: Bray & Scarff Rockville, MD Customer ID :2409388843 Product: Best Downdraft range hood D49M36SB Chronology At the time of purchase, I was sold an extended warranty plan with the promise that if any problem occurred during the covered period all I would need to do is to call Bray & Scarff and it would be taken care of. May 2nd, 2025 I contacted Bray & Scarff as the range hood was no longer working and requested service under the extended protection plan. May 9th, 2025 Technician came out and said it needs a control board and a switch, which he told me he ordered and it should arrive within 10 days or so.. After several weeks of hearing nothing I called Bray & Scarff service. I was told the part was on back order and they would seek an alternative supplier. Several more weeks passed so I went to the store. They contacted the service department that was not responding to me. Service responded next day and scheduled a service call. June 24th, 2025 Another technician came out on June 24 and told me the part had not actually been ordered, because the original technician probably did not realize he needed to make a phone call to order it. He ordered the part from Broan (the maker of Best appliances) in my presence and I was again told it told it would take around 10 days or so to arrive. July 10th, 2025 I put in a detailed complaint on the Bray & Scarff website I selected that I can be contacted by phone, text or E-mail and the best time for me is ANYTIME. I received NO response. July 14, 2025 I called Bray & Scarff yet again. After a long delay, I was told that the cost of the repair was too high and they would refund me the purchase price of $1950 (the actual purchase price was $2052) and I would receive a check in the mail shortly. THE COST OF THE PARTS WAS KNOWN TO BRAY& SCARFF ON MAY 9th, WHEN THEIR TECHNICIAN MADE THE DIAGNOSIS. August 6, 2025 My wife made yet another call to Bray & Scarff. She was told the check had not been mailed and they would look into it. August 10th, 2025 STILL NOTHING Filed a complaint with BBB Proposed Settlement This is a breach of contract. I expect Bray & Scarff to fulfill the terms of of the extended warranty contract and pay me damages, for the more than 3 months period that I have been without a working appliance and my wasted time trying to resolve the issue, in the form of any difference between the purchase price of a new appliance and the original price, plus the cost of installation. August 24th STILL NOTHING read more

STAY AWAY!! Bray & Scarff upper management, specifically Crystal, could care less about their customers. My GE dryer has been broken for 3 weeks now. I have been going back and forth with Centricity, the warranty company almost daily for 3 weeks with no resolution in sight. Every time I call, I am told a completely different story. Reaching out to B & S management for support and help has proved equally frustrating. They claim they cannot help since the warranty is in my name. B & S is the company that sold me the warranty, so they should be trying to help in some capactiy. Crystal, in upper management literally said to me "I deal with these complaints all day." It is clear she has become immune to helping her customers. Zero empathy. I really cannot put into words how frustrating this experience has been. 3 weeks and counting without a functioning dryer that is under warranty, yet nobody will help. It's like talking to a wall every time I call. I have purchased numerous appliances from B & S, obviously, NO MORE. If you value a company that stands behind its products and their customers, do NOT buy from Bray & Scarff. If I could give negative stars, I would. WORST customer service experience of my life. read more

My last experience with Bray & Scarff was very disappointing. My old washing machine broke while my husband was in the hospital, so I ordered a new GE washer and dryer on-line since we had a good experience purchasing kitchen appliances from them. The delivery went well except I did not get any manuals and the rebates they sent had expired. I called the Tysons store right away and spoke with the manager. He told me to download the manuals and print them myself. They were supposed to send updated rebates but that did not happen. And right now, GE is offering a full rebate for these pedestals for certain machines. I bought matching pedestals not knowing they were a poor match for the washer. I have had Bray & Scarff service out three times for this issue. The washer shakes violently in the spin cycle. (It is sitting on a tiled floor with slab underneath and the machine has shifted dangerously close to the wall). The technicians told me that I should just remove the pedestals and sell them on Facebook Marketplace since they are unable to support the weight of the washing machine. I went back to the Tysons store and spoke with the manager. He told me to contact GE directly - there was nothing more they can do. They should not offer an inferior product to their customers. I will not be purchasing anything more from Bray & Scarff after this experience and would not recommend them. I trusted them to stand behind their products. I shouldn't be nervous doing my laundry. read more

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 as they're not at all interested in providing customer service. read more

KEVIN GOLDEN IS ABSOLUTELY THE WORST AND MOST UNPROFESSIONAL PROJECT MANAGER. I am in the middle of a kitchen remodel. Nathan was my designer and I could not be more happy with him. He listened to my likes and dislikes and planned a kitchen remodel that I am absolutely thrilled with. The one star is directly related to the project manager KEVIN GOLDEN. I wish I could give ZERO STARS. He is hands down the most unprofessional person I have ever worked with. He recently yelled and screamed at me about a misunderstanding that HE had. I tried to explain the misunderstanding to him, he REFUSED to listen and he continued to scream at me. He claimed to have a copy of an email that I NEVER sent, referencing my complaint about a crooked light. This email didn't exist and I had no issues with any of my lighting. However, there was an issue with a crooked leg on my island. He refused to even entertain that he misunderstood the conversation and accused me of making up stories and lying. I had to kick him out of my house because of his aggressive and unprofessional behavior. I have never had a more unprofessional conversation and interaction in my life. I reported him to Bray and Scarff and they made him apologize to me. He called to give me a very lame ass apology. I can not believe that this company would allow someone like him to continue to work for them. I would recommend that you not allow this man to be your project manager if you decide to work with this company. I have never been more disappointed. read more

Bray and Scarff is not customer friendly. The associate I worked with seemed not to trust what I was saying about the measurements of my space and then had me pay almost $90 (yup - you read that right) to have someone come out and tell me the exact same information I provided to him. Additionally, be forewarned that when you do schedule any appointment you only can pick a day. They will not tell you what 4 hour arrival window will be until the afternoon before, and these arrival windows can be (best I can tell) 8-12, 10-2, 12-4. The end result is you have to put your whole workday on hold until the night before. I have now spoken with other local competitors and they can give you a 4 hour arrival window. The cherry on top is the fridge we purchased is a lemon. Bray & Scarff has lost a customer. read more

Craig is our Salesman for over 15 years. We purchased all of ore kitchen appliances and washer and Dryer from Craig. He has always given us sound advice and we have never been disappointed with the sales or service. We couldn't be happier. read more

Bray & Scarff - Gas Range - Appliances Near Me - Vienna, Virginia

I called for an appointment. The process was overly complicated, as they needed the serial number for the equipment - they could not find it from the customer name, telephone number or address. They made we wait for two weeks for a service call. Then they blew me off without any reason or update! UPDATE: While pleased that the owner/manager replied to this review 22 days ago, inviting me to email him directly, two emails to him have now gone unanswered... sigh... read more

Avoid Bray & Scarff (Tysons Corner) at all costs! We've had a number of negative experiences. The latest one was when we ordered a GE Cooktop in June 2022, payment in full upfront. In December 2022 it had still not arrived! The excuse was that GE was not producing these and there was a backlog so the delivery dates kept slipping. But the salesman J*** S****** NEVER proactively reached out to advise us of delays. Each time we had to call and he acted like he was doing us a favor. Finally, in December we had enough and canceled our order. We ordered the SAME model directly from GE Appliances in end-January 2023 and it was delivered and installed 2 weeks later. In our experience B&S will take your money and keep lying to you for as long as possible. Customer service is non-existent. Other reviews have said pretty much the same thing. Wish we'd seen those before offering B&S our repeat business. Never again! Stay far away. read more

Don't waste your time with unreliable companies like Lowes. Shop at Bray and Scarff and you won't regret it! Lowes wanted me to wait a month and a half to get my washer. Bray and Scarff delivered and installed it at my house in less than a week! Jeff made our washer purchase easy and smooth. Our delivery was on time and service from Jeff was detailed and attentive. They offer price matches and great deals that made this purchase a no brainer. Will definitely be a lifelong customer! read more

Bought a new fridge from Bray & Scarff Tyson's location. The experience was great. They had great brands to choose from and our salesperson Tyrone was awesome to deal with. All the information and assistance with no pressure. Seamless delivery just a few days later. Will be back to buy more. read more

If I could give zero stars I would. DO NOT BUY from them. They will take your money, hold the deposit and then keep stringing you along on delivery dates. On 6/11/2021 I bought 20K's worth of appliances with a 50% deposit -- it was the easiest sale. I should have know that it was an issue when I had to hound the sales rep for confirmation. Anyway, it was one excuse after another and always after I had contacted the rep. Pathetic. I showed up to buy 20Kin appliances and this company can't respond. Do not buy from here -- they take your money and sit on it. I called Sub Zero and they told me that they don't invoice until they ship so if you put a deposit down here know that you are giving them a free loan. DO NOT EVER BUY FROM THIS COMPANY. read more

I've been doing business with Bray & Scarff in McLean for 22 year. I started with a mid-level kitchen remodel in a condo (stove top, refrigerator, oven, dishwasher) then did a high-end remodel of our home with Sub Zero, Bosh, and Thermador appliances, then most recently purchased top-of-the-line Speed Queen washer and dryer. Over time we've bought three Bosch dishwashers. I've found the prices are a tad higher than elsewhere and they ding you for miscellaneous items, but the installers have been good and they show up when they say they will. They cannot be blamed for the few failures of the appliances. You generally get what you pay for (the Sub Zero continues to run after 21 years of constant use) and you have to allow for early deaths of electronics in a certain percentage of devices (hello Bosh!). So overall I'm satisfied and am getting ready to drop the hammer on another kitchen upgrade using mid-level appliances since we don't expect to stay in the home for 20+ years. One tip, try to get a salesman who has been there longer than a year. They have a higher than normal turnover in their sales staff but I've found the ones who stay generally know the appliances and can steer you to the right appliance for your cost. But, do your homework before you walk in the door and be prepared to walk if they cannot find what you need. read more

Went in person to this store to ask about getting a new Bosch 800 series dishwasher and they told me it was an 8-10 month wait. I called some other places and this wait seemed to be the norm, so I emailed Craig Dexter to get on the waitlist. He ignored my email and I never heard from him. This ended up working out well though because 1 month later I had a brand new Bosh 800 series installed from Lowes. I recommend you not to shop at Bray & Scarf due to poor customer service and long wait times, and instead go with Lowes or Home Depot. read more

Absolutely Zero Customer Service!!! Stopped by to look for a small beverage cooler and zip/Nada...they had one damaged item on display and no sales people to discuss ordering options. Interestingly enough we placed a substantial order several years ago for a bar in our media room and I remembered that although we bought from these guys, it was an unpleasant experience. Tears gave since passed but the experience is still the same. AVOID SHOPPING HERE!!! read more

17 days after "hearing" from management via Yelp.... There has been no resolve. Clearly the public response was all for show. My dryer is STILL NOT working and I can't get a hold of anyone within the company. I've had to spend so much money at the laundromat over the last few weeks. These appliances are unnuseable junk and the techs won't handle the problem. read more

DO NOT recommend Bray and Scarff at all. We had bought our appliances 5 years ago from their Arlington store. We have had issues with all 5 items, especially with the built-in fridge. This is our second fridge that we have had in the 5 years since we were sold basically a lemon. And the sales person told me it's the BEST fridge and they sell a lot of them. Now over $20,000 later we have a mess on our hands. We have an extended warranty with Centricity who works with Bray and Scarff. We have a leak in the back of the fridge every time we use the water spigot. We called Centricity who took 2 weeks to get in touch with Bray and Scarff. Basically, the companies do not communicate with each other so the customer satisfaction does not exist. Bray finally set up the appointment and come on Monday. The repair guy saw the leak in the back but said he could not do anything because he needs Bray's installers to pull the fridge out so he can get to the pipe. I have been calling Bray everyday to only be told they have sent the request to management to get approval but no one has looked at it or have approved it. I called again this morning to only be told, them pulling the fridge out will not be covered. They are still waiting for the installation team to get back to them, along with management. (what a joke, what is the point of an extended warranty). I should not have to pay for them to pull the fridge out. This is their problem. I have NOT received any update when I am told they will call me back at the end of the day, each time I called. Now I am going on 4th week with no resolution. WORST SERVICE EVER! read more

My purchased items for installation was completed on 11/02/22. The Installation team lead was Mr Cliff. The team was outstanding, the measurement process and finish product was totally professional, my wife and I are completely satisfied with the sales team and the installation team. Great purchase, Great installation!! read more

We have had several positive buying experiences with Bray & Scarff, even during the current Covid/supply chain disruptions. Most recently, we ordered a refrigerator only to learn that the delivery date had been delayed several months. B&S offered to switch our order to a different brand that they had available at the same price (it had been our second choice to begin with), and we had the unit installed within 10 days. Because of the layout of our kitchen, the installation was difficult, and there had to be a call-back. Both crews worked extremely hard to fix the problem. We ended up completely satisfied. We will continue to use this company. read more

Our oven was fixed the week after I posted this review. 81 days after the first service call. We are very happy to finally have a working oven again, but hope this isn't happening to other people. read more

Strongly suggest purchasing from somewhere else. My wife and I went to Tyson's location to replace a downdraft hood that had stopped working. No parts were available for our existing hood, so we were left with no choice but to replace it even though it was only 7 years old. Tyrone assisted us with locating a Thermador hood and blower that was in stock at the Laurel location. Tyrone stated that the new hood should drop right in as they are both the same manufacturer and therefore suggested that we could install. He then told us that if for some reason it did not drop in that we could reach out and he would set up installation for us. We picked up the fan and took it out of the box to check fitment. The new hood does not fit in the existing cutout. We then reached out to the Tyson's store to set up an installation date and we were told that since we attempted to install the hood that Bray and Scarff could no longer help us. We would be required to deal with a third party installer. Tyrone was out of the office on vacation so we spoke with Brian on the phone. We explained to Brian what had been told to us when we purchased the hood($3,100), but he was of no help. It seems to me that they are only interested in getting your money and once they have it then customer service is non existent. read more

I ordered a new down draft for my cooktop. The gentleman who came to install was perfect. He was well spoken, confident and did a professional job. I could not have had a better experience. There was a good selection of downdrafts from the website. I did not purchase the most expensive one and doubt any model could please my aesthetics and function more. What a surprise! With approval of management the installation technician hooked up the cooktop too. It was removed to put a new countertop read more

The Speedqueen washer and dryer we purchased from Sandy at their Tysons Corner location was delivered on 28 July 2017 at approximately 1945 hours by two individuals. We had purchased another washer and dryer from Home Depot that had to be returned, hence the purchase from Bray and Scarff, but the delivery experience by the Home Depot team was very professional. The experience with Bray and Scarff was less so. We had told Sandy during the purchase that there was no washer and dryer to be picked up yet he hauled his dolly down to the basement without first checking the space or asking if they were removing anything. I thought it was odd when he brought the dolly down with him and when we got to the bottom of the basement stairs I clarified there was nothing for them to remove. That information should have been provided to the crew and he might have confirmed before doing the extra work and checked out the space. The clearance was very tight in getting the units through our back door. The Home Depot team removed the rear door to insure they had no problems and did it in minutes. Your team did not and had to work harder and with my assistance pushing the door back to make sure nothing got scratched. It was a tight fit. The Home Depot team seemed to have better gear for lifting, something like a harness with a sling that went underneath the units that allowed them to lift and transport without a dolly down the stairs. Your team used a strap wrapped around an arm and the dolly. It got the job done but with a greater chance of something slipping and someone getting injured or things damaged. I was sure Sandy had said the upgraded washer hoses we purchased were stainless steel but the hoses installed were not stainless. When asked the installer about them he said these were better. I visited the Tysons store on 29 July and spoke to Sonny who said they don't sell stainless steel washer hoses and the heavy duty ones we got were the right ones. I'm okay with that explanation but I'm pretty sure the expectation set was for stainless. The installer asked us how we wanted the units placed and said they could switch the door on the dryer to the other side to work with the placement (washer on right, dryer on left). We were not aware of this option and asked them to make the change. He charged us $20 for the work. When I spoke to Snny he said the cost was $10. Which is the correct cost? After he switched the door the dryer was generating an error code for the door. He tried more forcefully closing the door and said the dryer had to get "used to the new placement." That's not the way mechanical devices work. I left him to fix it and heard the sound of the power drill and when I return the dryer was working but the door did not look right when closed. It worked and it was late and I was not willing to have him bang on it some more. After the crew left I looked at the door more closely and discovered the latch on the door was not installed correctly and some screws were loose. I was able to correct the latch and tighten the screws and adjust the door and it now looks correct. Doing the work I discover one of two plastic fittings that cover the door holes on the un-used side was missing. Sonny pulled one off the unit on the floor and gave it to me and I installed it without issue. After I relied these events to Sonny on the 29th he apologized and said he would let the owner know. He did not write anything down but did pull up our record on your system so he can rely the correct name and phone number. Our interactions with Sandy were great and we are happy to have purchased the Speedqueen units after having a bad experience with an LG high efficiency unit from Home Depot. It's unfortunate the delivery experience was not as professional as the sales experience. I submitted this feedback via the Bray & Scarff web site on 30 July. I've not yet received any follow up from the web submission or from speaking to Sonny. read more

Update. I get a form letter as a reply and he told me to email him. Come on. You Don't return my calls. Based on other reviews you don't reply to the return emails. I gave you enough info to be able to figure out who I am. My phone number is available if you really want to get in touch. This seems to be just false remorse from the marketing department. read more

Bray & Scarff repairman Bashir Azizi came by to assess problem w/ newly purchased washing machine. We had already had Whirlpool guy in and he was useless. Bashir, on the other hand was GREAT. He assessed the problem, listened carefully, took time to see exactly what was going on, did some diagnostics, and when he couldn't come up with the solution on his own, he took the time to call Whirlpool's technician-only help desk to talk it through. Together they came up w/ a suggestion to try that worked!! (It had to do w/ balancing the load when large, heavy items are being washed. Apparently new models are overly sensitive to lopsided loads and won't spin properly unless balanced.) We had been puzzling over this for weeks! Just pulled out heavy load from washer, freshly spun and ready for dryer. THANKS BASHIR!! read more

Truly Disappointed. I was misinformed on the price of an oven installation and was surprised with a 200$ extra charge! The salesperson was of no help. I had first gotten warranties for both oven and refrigerator but as soon as I received their poor services I canceled both plans. I got the warranties directly through Kitchen Aid which was even less expensive. I thought I am getting a good deal and service but that was definitely not the case! Buyer Beware! read more

Update: I did contact the help people who responded to my email, but they never replied. I then put in a complaint to the Better Business Bureau. I got a call from them and they did made it right. They sent someone out to pick up the units and refunded my money. Thank you Bray and Scarff for doing the right thing, but was it really necessary to put us through so much to get there? read more

Horrible horrible sales clerk who have no clue! I stopped by asking for replacing the gas cooktop and wanted to know the installation cost. The sales clerk says "180"..i then ask if the installation includes converting the cooktop from natural gas to LP? His answer? We only sell natural gas cooktop. I showed him cooktops in store that says lp conversion kit included. He then says you answered your own question. No I didn't. I asked him how much extra to install the conversion kit. He had no clue! He said they won't sell LP cooktops! I shook my head and walked away! Wish they would train their staff to be nice to the customers. read more

Terrible service! We bought a wolf range and they neglected to tell us all of the additional charges for installation and new electrical lines which cost thousands of extra dollars. We bought a Maytag washer from them. It broke within 18 months and they refused to provide service on it since we did not buy their extended warranty. Do not buy from this dishonest company!!! read more

Of the last 10 months we have not had the washer working for 10 weeks. This company just does not care. Their service manager has yet to return our calls. Must say manager at Tyson's store has tried to help. Wondering if it is worth our time to file a law suit! read more

Thinking of using Bray and Scarff (8486-D, Tyco Rd, Vienna, VA, 22180) as a possible company you want to do business with? Think again! Here is our story: We were referred to Bray and Scarff by our Realtor when we were looking at replacing our old dishwasher. Their Vienna (8486-D, Tyco Rd, Vienna, VA, 22180) location was the closest to us. I did a ton of market research and kinda decided on the new dishwasher we were looking at. Best Buy had a great deal going but I stopped by Bray and Scarff first. The biggest mistake we have ever made! The sales staff were friendly and helpful and pointed me to the very dishwasher we were looking at. It was a few hundred dollars more than Best Buy but the sales guy got us a $100 dollars off here and there and 'paid delivery and install' that we could get back on a rebate (seriously, not worth the hassle). In the end, it was still more than Best Buy offered on a regular deal? We decided to go with Bray and Scarff and while I was at work in DC the third party installer (not Bray and Scarff themselves) arrived at our house. My wife took the day off to be there for the install. I got a phone call right after 9am from my wife explaining that the 'contractor' was of the opinion that there was an issue with our water line leading to the dishwasher (hot water line). I tried to have a conversation with the 'contractor' but could not make out what the issue was. He insisted that the hot water line was leaking and that he needed the location of our main shut off valve. I did not have the answer and explained that there was nothing wrong with any water line leading to the dishwasher. The 'contractor' ignored my advice and decided to go to every water valve he could find in our house and turned it 'off and on' in rapid succession. This created a "hammer affect" in our water line and resulted in blowing the lid off our water purification system. The result was 25 plus gallons of water spewing out in the middle of our living room area. My wife was in the process of walked our kids to the bus stop when the water break happened. The 'contractor' ran after my wife into the street screaming "emergency, emergency". Parents were huddling kids, making frantic phone calls and racing to our home. It was mayhem! My wife managed to trip the main breaker due to impending water contact with electrical outlets and called the city for assistance. During this time the 'contractor' ran through our house 'crow baring' open anything that looked like a water valve and never managed to stop the water. The water leak went on for 45 minutes before the city arrived and managed to switch off the main water valve located in the street. The damage was done! We had a flooded home. I left DC and drove home immediately. When I arrived the 'contractor' was on the phone with his supervisor who instructed him to leave our home immediately. We called emergency plumbers, recruited neighbors, and did what we could to dry up the water and rescue as much as we possibly could. Eventually I called Bray and Scarff. The friendly sales people turned pretty nasty fast and advised me that the 'contractor' was a third party installer and that they had no control over them. They advised me to call their distribution center. So we did. It was a disaster. Steve took the call. He had no sympathy and was combatant from the get go. It was as if the matter was personal for him. He forcefully explained that Bray and Scarff employs a "third party installer' and that we needed to deal with them directly. "We can't help you, call your insurance" was the last words I could remember before he slammed the phone down. No sympathy, no attempts to help.....nothing! They left the new dishwasher in the middle of our kitchen, never removed the old and never finished the installation that we paid for. It was only after several phone calls that they sent the same 'contractor' (you cant make this stuff up) back to remove the old dishwasher and install the new!? To keep this short for the readers I'm gonna wrap things up here. Bray and Scarff is a misleading, second hand and a deceptive outfit. You should never consider doing business with there folks. We never received a "can we help you to fix the problem" or a "lets fix what we messed up". Nothing. Just a "deal with your insurance". Best of luck in selecting a company to help you with your appliance projects. Just NEVER work with these crooks! DO NOT USE! Dare: Bray and Scarff. Please comment on this! You have reported this post to Yelp for removal twice and used the excuse that I posted this on "multiple locations" as a reason to remove the post. I am talking to you Bray and Scarff Vienna and your Warehouse distribution center. I have now sent my own message to Yelp explaining my position. There should be no need for this if only you did the right thing and fixed the problem when you caused it. As long as you keep this up so will I! read more

Just purchase a new GE Cafe Series French door refrigerator. This was the third major appliance we've purchased from B&S. Sonny was very helpful educating us about the different options. Delivery was on the date scheduled and was right on time. Anthony and Andre were efficient and neat with the installation. Couldn't have been happier with the entire process. read more

DO NOT GET THE service contract. They are knowledgable sellers but when stuck with their service (regardless of the parts shortage, and this has been a long history with them) , it takes weeks to get a repair guy on site, they are never prepared for the item they have to work on (they seem to send them blind and they may or may not have ever serviced this type of item before) and it will always result in a second or third visit because they have to order parts or even bring in another person simply to uninstall the appliance to diagnose the problem and then order parts. Without my microwave and wall over (large single unit) for over 3 weeks during the holidays , guy just left because he needs to have a second person help pull it from wall to diagnose....I bought this from them, they should know what it takes to service it....... read more

I may not make an appliance purchase from Bray & Scarff this time, but you can be sure that they are at the top of my list because of their knowledgeable, polite, and helpful staff. I can particularly recommend the salesman I dealt with, Ali. Thank you, Ali, for all your advice and help! read more

I bought a washer and dryer from Bray and Scarff and would like to share my experience in the hope that it will save other people from dealing with a company that could care less about its customers after the sale. The experience at the point of sale is average but if you need service/maintenance performed, be warned. I had to literally beg this store for months to have them come out and side vent my dryer (which the sales person told me would be no problem to do). And I had bought the three year maintenance plan as well. After waiting close to three months, the store was finally able to schedule a maintenance call. When the team showed up, they had no clue what to do and thought they were there to fix a dryer door. Next time I rescheduled, the maintenance folks couldn't meet the given window and showed up 3 hours late. I will never buy another appliance from these guys. Most of the sales people are clueless about the maintenance/service side of the business and the impression I got is that the company is very poorly run. read more

I have previously purchased a GE Cafe range, dishwasher, and a fridge from Bray and Scarff for my old home. Everything went fine that time and I was happy with the products. During the renovation of my new condo's kitchen I decided I'd buy my new appliances from Bray and Scarff as well. My issue specifically relates the ventelation hood I purchased above the range. Now, keep in mind this is a small condo, which I specifically mentioned to my sales person Tommy Yuhas. I just wanted something that was quiet, but he recommended the Zephyer chimney hood which retails at $799.00 and is 600CFM. Upon delivery, before the box was opened my contractor informed me that the ducting in my condo cannot accommodate such a powerful hood and that i should return it. I walked into Bray & Scarff and met with Tommy to return the item who essentially pointed to the paperwork where it said "No returns or exchanges" something he never mentioned to me during the sale. He also said that I never mentioned anything about the ducting in my condo or he would have said something. While he was very friendly during the sale process and a complete jerk when I tried to return the hood. I realize I should read the fine print, but he should have made a good faith attempt to notify me that the appliance was not returnable, or that there are some compatibility issues that I need to look into. I went to Bray & Scarff so that I could receive advice from an expert, I would have been better off buying this online. I am now stuck with an $800 ventilation hood that will not operate properly. I think that this sales person didn't act in good faith and as a result I will be advising my family and friends to avoid Bray & Scarff in the future. read more

I went to Bray & Scarff Tyson's on June 17, 2014. The initial purchase was a good experience. I met with Tom, the store Manager, who was very courteous and knowledgeable and took the time with me to find the right appliances. This is where the positive experience with the store ended. I placed a deposit on an entire suite of Jenn-Aire kitchen appliances, along with a Whirlpool washer & dryer pair. In addition, I wanted a Jenn-Aire under-counter wine cooler, if they could build custom wine slots on each side of the cooler and install where existing cabinets were located. Tom told me no problem, the kitchen design center could do it. After the initial deposit was made, things only got worse. Appointments were made that were not kept. Phone calls were not returned. Wrong people were sent to my home to measure for the wine slots - a delivery team was sent instead of the kitchen designer. Tom said, "My Kitchen designer has been ill the past several days. I just heard from him and he will be in on Saturday. He will call you then to discuss any issues." I did not hear anything from the designer on Saturday. To make up for this mistake, they said they would try to expedite the wine slots - instead of taking what would normally be 3-5 weeks. I personally had to call the store repeatedly (after being assured every time that they would get back to me) just to get any answers. After three months, numerous delays, and countless excuses by Tom, I was told the work on the wine cabinets would start on a Friday, and the appliances would be delivered and installed the next business day. Tom not only forgot to call to confirm the appointment - his excuse this time was, he "was in the dentist's chair all day" - but they didn't show up at all!! Again, I had to call the store to find out what was going on. The excuse this time? The paperwork for the custom wine slots was lost somewhere between sales and the design center! No one had even bothered to contact me to tell me this information. To make up for it, Tom said he could send someone out to my home (again) to re-measure. It was this blatant incompetency and lack of communication by the store manager that led to me to ask for a refund of my deposit. What was supposed to be an exciting time for me turned into a chaotic and stressful three months. Bray & Scarff's customer service was so abysmal that they have officially lost an appliance customer for life. Tom's last e-mail to me: The attachment is the refund of $1,570.00 (see page 2) and $985.80 (see page 3). "I apologize for the many mistakes I have made." Tom read more

Is it me, or are all appliance service stores notoriously bad communicators? We have a new GE oven - the light failed right away. I called for service and they scheduled a technician to come between 8:00 a.m. and noon. At 1:00 I called to find out where he was (and got cut off after several transfers) and was told (with no apology) that he still planned on coming. He showed up at 1:30 (with no apology for making us wait 5 1/2 hours). He told me that the bulb was not covered under the warranty. Here it gets a little better: He was courteous, (though no apology for the long wait), and went to his truck and found a bulb and showed me how to replace it (because, evidently, I'll be doing it a lot). Obviously, an apology goes a long way - It tells the customer you value her time. Good communication from the start to alert me that a bulb was not under the warranty would have saved me the wait - I would have just gone out and bought one - soooooo much easier. read more

So far so good! Corey has been extremely patient and helping me with pricing & information! I would give it five stars because despite how busy it seems over there, it didn't compromise service. However, they should definitely staff better. He should not have to call me back twice or leave customers in the store waiting. I will update it when I buy my appliances. This place is definitely top on my list after dealing with Cory. read more

Bashir at Bray and Scarff was friendly, polite, on time, and efficient. He explained to me very clearly what the problem of the dishwasher was. Fortunately, he was able to fix it in no time. read more