Bray & Scarff

Totally agree with Alan S. comments. I just had an appointment today and like he said nobody cares about your time. Today for example they gave me a 3 hour window that I was supposed to wait at my house for the technician. He rang and I received a call saying that he was leaving. I called Bray & Scarff and asked him to return and the person on call responded was very rude saying that he said that in 10 minutes he would be back and if nobody answers and would leave. And bingo! He left. When the technician came for the first time last year, he said that the problem had been fixed and is not. Now that warranty is about to expire who is going to give a new fridge? Then I called again asking for the person to come back and the only option was to reschedule and obviously I didn’t get my morning because it’s not guarantee. Client isn’t in first place for them, only employees and company. It’s really a shame that when they need to sell something at the store they are very nice.

It’s a shame that I have to write this review because I had a wonderful experience purchasing all of my kitchen appliances and remodeling from the store on Lee Hwy several years ago. However, when I needed a small repair on my Subzero fridge, I had a completely different experience. The technician ignored my request to replace the entire ice machine unit, which lead to an unnecessary 2 visits and several months delay. Once the new part was ordered and arrived to them, they cancel 3 appointments on the day of for various ridiculous reasons. The woman on the phone was rude and unhelpful. I wouldn’t trust anything that they say about being able to follow through on completing your repair. They are very good at collecting all of the money right up front, but they can’t seem to follow through. I would find another repair service. Bray and Scarff sales department is wonderful but their repair service is the worst.

Mike G (ST 5279) provided wonderful washer repair service. He repaired my washer this morning. He has always been very professional and prompt. The service is wonderful. It’s great to see that there are companies with knowledgable and experienced personnel. Give him a raise!

Paid A LOT of money over a year ago to have my kitchen entirely remodeled, including all new appliances. Paid more money for warranties on appliances. Sales staff is fantastic, but you better hope not to need service! Since that time, my refrigerator rattles and buzzes and microwave has not worked correctly (has been replaced once and new one has the same problem!). Between my husband and I, we have called at least once each month, had service folks out (who have said that the fridge problem is a «known issue») and nobody FIXES it! I have called multiple times to the service department, spoken with many folks, been promised a call from a manager, yet nobody EVER returns the call! If it was not so cold, I would set up outside the store and warn people not to go there!

Trying to set up a delivery time with these people is TERRIBLE. Rude sales staff that don’t care about your time. They will only give you a day to begin with and call you the day before with a 4 hr block. Their time is important and yours isn’t. So much for customer service (GRADE «F»). I would give them zero stars if I could.

The Service Dept. at this Laurel location is wonderful! I had a defrost timer issue with my 20+ year old Sub Zero and they scheduled me right away. They also work with Associated appliance repair and sometimes send them out if they can address a Sub Zero problem in a more expedient fashion. One way or the other, they got me covered. So no more trips to the liquor store to get dry ice!!! Yeah!

Actually this is about the Columbia location and appliance dept. We got an aggressive sales pitch about how they are better than box stores because of having their own service dept. But when it takes days to get their service to our home I regret not going to Lowes. This is my first and last purchase from them.

Really poor. I called to request service on our SubZero, since they’re listed as a certified service agent. Some person answered who sounded like he really didn’t want to talk to me, gave me another phone number to call, said I’d have to sign a 5 year service agreement, didn’t tell me who these other people were, and hung up before I could even get a question out. With this kind of front end, I would not consider doing business with this shop.

DELIVERY ONLY. Wish I had read Unilocal before ordering a dishwasher for my elderly mother from here. I called several days before the delivery to confirm everything was on track. However, on the appointed day, no one called and there was no delivery. When I called to see what happened they said they had no record of a delivery request! So I set up a new delivery date and gave multiple phone numbers where I could be reached. Yet again, they did not show up and did not have the courtesy to call. When i called to see what happened they said the dishwasher is on back order! My mother has used their services SINCE 1965! They lost our business. Period.

Man, I love this place,
Located somewhat on the corner of Rte. 1 and Cherry Ln. in a small warehouse type of location. There is a small sign upon entry into the shopping area, and an even smaller sign to enter into the warehouse.
So if you don’t know, Bray & Scarff is a place where you can buy various appliances for your home. This location in particular is like the outlet, the scratch and dent of sorts.
I had the greatest luck here when I was renovating my kitchen, I got FABULOUS appliances at great prices. Yes, they had dents, but would you know? Hell nah. Plus the delivery is next to nothing, they take away old appliances for a nominal, fee and you still get the warranty with any new item. What’s not to love? I have never had one problem with any of the appliances that I purchased from the store, they all work beautifully. The service has always been helpful, and the sales folk there are always willing to make a great deal.
I’m not sure if I was just slow back then, or if things have changed, but on a recent trip, I noticed that the items, weren’t as greatly priced as they once were. Unfortunately, in searching for a new range I noticed that a newer item without the scratch and or dents were less at competitor. Hopefully this is a one time thing. I know I’ll check on back to hopefully get some great deals.

Agree with everyone who wrote negative reviews. I had a broken oven. Called for appointment took then 2 weeks to fit us in, stayed home, never showed, gave an excuse they needed model # of broken oven. Reschedule for yet another week out, came turned on oven, said it’s working, left. I tried it 15 mins left, didn’t work, called them back and of course they could not reach technician who was rushing home to beat traffic (told me this before he left). Yet another week, another guy, came out said a wire was loose, so he fixed it. I tried it a few times after he left and would not start again.
At that point we paid $ 89 for their service call, four weeks of no oven. Had stayed home 3 days from work, and when we called they seemed to have no record of previous visits, didn’t believe me that it didn’t work. They were really rude and after several phone calls I just gave up! Went with another vendor who was a complete 180!

I didn’t think this place was a bargain. We came here saw some options and ended up purchasing our washer & dryer from Lowes. Ultimately, we decide not to take the risk on possibly faulty appliances and risk being out nearly 1k. Besides the savings were just not the great.
Compare prices and brands with Lowes and Home Depot, you may end up with a better deal from those bigger stores.
Now if you were in the market for a Viking range or some other specialty appliance, you may be able to score a great deal. Just remember, it’s pretty risky — most of these items were returned by other customers for one reason or another. It’s not a big deal if it’s a scratch or something, but most of the items we saw were returned due to mechanical issues.
Service was fair. The salespeople are helpful and they gave us space to browse.

SLOW, INEFFICIENT SERVICE. LONG WAITING TIME FOR REPAIRS & PARTS. After you finally schedule an appointment, if you need parts, you have to first wait for the driver to take the order form to his shop, and then the next day wait for someone to physically drive the order from VA to MD, and then you have to wait another 3 days before they even give you an estimate for parts, even if the exact part numbers are written on order, like mine. After that, you have to wait for the parts order to come in, and then wait many days to schedule an appointment to put the parts in. I am astonished how inefficient their service is, which could easily be fixed. PLEASE, BRAY AND SCARFF, USE A BETTER SYSTEM OF PROCESSING ORDERS!

Still love Bray & Scarff. It is the day before Thanksgiving and I just had them here for a minor repair (sink drain seal deteriorated) to my sink that was installed 4 years ago. I called Monday after discovering the leak Sunday and the service couldn’t have been better. They asked if I would like to have someone out early Wednesday and I said yes. When they said by 6:30 to 7 AM I was really excited but after experiences with other home organizations (i.e., Home Depot and Sears) I really didn’t expect it to happen. It did! He was here on time, the repair is done, and he is out of here. Thanksgiving is back on schedule! The repairman was clean, respectful, and knowledgeable, traits not always found altogether in service people.
I’m sorry for the other reviewer here. It sounds like she and the repairman had a pretty bad time. I can only say that from 2007 when we planned our kitchen renovation to now, Bray and Scarff has stepped up if there has been a problem. it is so refreshing to talk to a person who seems to care and understand your concerns and has ability to work with you and correct any problems.
Try to get service from Sears or Home Depot near a holiday for major problems like a refrigerator that heats up or a water heater that leaks when guest are present or expected. It’s not going to happen. Try and talk to someone other than «Valerie» in a far away call center, who is mad when you aren’t happy to end your discussion after an offer of a $ 25 gift card, as your $ 2000 refrigerator and your Thanksgiving leftovers simmer overnight in your kitchen. It isn’t going to be easy, and when it happens it will be days and weeks and many missteps and threats away.

This store is great for offering products, but don’t think for one minute that you will get the same repair service as when they are selling you their high-​end products.
I have bought a washer/​dryer from them to fit in a VERY tight space. That worked out super after having 3 deliveries sent back from BestBuy. The salesman came to my townhouse and measured before they delivered the high-​end washer/​dryer combo. I paid nearly $ 2,000 for a washer dryer combo.
Four years later I need service. The heater coils in the dryer failed. OMG — the Bray and Scarff service guy that finally made it to my house complained the minute he hit the door. It was late afternoon and he was no Spring Chicken. He had to walk up 3 floors of steps. Then when he found the washer/​dryer stuck in the tiny closet he scoffed at moving the washer to access the dryer. He refused to work on the unit. He left — No charge, of course. He wanted me to re-​sked so 2 people could come at a charge of $ 99/​ea — visit.
Once he left, in 5 minutes I (a 58-​yr old woman) pulled the units out and had the dryer broken down to where I could try and figure out from online drawings what the matter was. I called the service folks back to request him to return… they said he couldn’t come back. He was a lazy-​ass MoFo… He had no intentions of helping me out of the dilemma. He is half of a man!
I pulled out the heater coils, went on-​line and order new ones. In 4 days I will have a dryer that works again and it will only cost $ 111 and NO Stinkin’ WEAK-​ASS service men will be pissing and moaning about the conditions or walking up 3 sets of stairs.
I WILL NEVER recommend ANY ONE buy from this company unless you accept that service will come from some place else.