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Bray & Scarff Appliance & Kitchen Specialists
Bray & Scarff Appliance & Kitchen Specialists Customer Service Phone, Email, Contacts

Bray & Scarff Appliance & Kitchen Specialists
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2.5 50 Reviews

Bray & Scarff Appliance & Kitchen Specialists Complaints Summary

19 Resolved
31 Unresolved
Our verdict: Engaging with Bray & Scarff Appliance & Kitchen Specialists, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Bray & Scarff Appliance & Kitchen Specialists reviews & complaints 50

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10:37 am EST
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Bray & Scarff Appliance & Kitchen Specialists service for wall oven / microwave

Bray & Scarff CANNOT deliver service for the products they sell! That is the cold truth. We have been waiting since 24 Nov to get someone over to our house to look at our Jenn Air wall oven. Our wall oven locked up during the self-clean cycle two days before Thanksgiving. Having an extended warranty, we called the maintenance number in Maryland and were told that the earliest someone could come out was 15 Dec. Well, we put up a fuss, asked to talk with a manager, etc, and suddenly, a cancellation surfaced, and we were booked for Friday, 4 Dec. However, the technician got sick and couldn’t come. We were told that 15 Dec was the earliest day we could be re-scheduled. Well, we put up a fuss, I threatened to go on social media, and suddenly, a cancellation surfaced, again. We were told that someone will come on 11 Dec. An automated voice told us the evening before that our appointment was confirmed and that a "technician" would show up no later than 10AM the following morning. Well, that never happened. When we called to find out why the technician never showed, the hapless operator stammered and said, "it appears your were taken off the list by the technician ... I am not sure exactly how that happened." HUH? So, it has been 17-days, and we still have no hope that someone -- anyone -- can come out to fix the problem. When we purchased the extended warranty, we were lead to believe that B&S service was local, more responsive, and better than the manufacturer’s extended warranty plan. That is what the sales rep told me and my wife. We believed him. I think he was sincere, but what he probably did not fully understand is that B&S service department is horrible! They are not able to live up to the contract terms and conditions. And, for the record, if I had purchased an extended warranty from Jenn Air, things would have been fixed by now. After spending 20 minutes with me trying to diagnose the problem remotely, the rep from Jenn Air service center in Tennessee told me that if we had chosen a Jenn-Air extended warranty, they would have had someone come to our house within two days. At least she spent time with me trying to fix the problem. The B&S persons I've talked with over the phone clearly couldn’t care less. They seem more interested in saying whatever necessary to get you off the phone. So, in closing, I have some questions: Is B&S being honest? Are you telling customers the truth? Can the B&S service center – which seems woefully understaffed – live up to what the sales agents are claiming? Word of mouth is powerful. Even if this issue gets resolved, we will tell our friends about this experience: if you buy from B&S, DO NOT get the extended warranty … they cannot deliver on their promises.

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9:54 pm EDT

Bray & Scarff Appliance & Kitchen Specialists refrigerator-freezer delivery

Refrigerator ordered on 9-25-15.
After being told it was $15 t remove old unit I declined.
I have a yard company that recycles such things and removes them for free.
No additional fees besides the $49.95 "weekday local drop off delivery" appeared on the bill."
Sean Robinson must have had a feeling if he tried adding picayune charges I would walk out the door. He was correct.

On 9-28-15 a crew of three arrived to 'deliver' the refrigerator.
The 'leader' said that since there was nothing on the bill about the old unit they would not touch it.
I was about to kill the order right then (and probably should have).
I called the salesman on my cell.
He instructed Mike to move the old unit out of the house down the front steps and leave it there.
The doors and pivots had already been removed and placed in the front yard.
They failed to remove ALL the pivot hardware from the front of the new case and had to struggle to get a 30-3/4 inch unit through a 29 inch door. The house trim is from the 1930s. Nice wide jambs, cases, etc.
They then removed no packing, plugged the unit in with the wrong door swing and left quickly.
I spent about 30 minutes getting the door swing changed.
I then returned to the store to complain.
I walked to the counter and asked for the manger on duty.
Instead of coming over behind his counter he stood near his desk and waved a finger for me to come over.
He then stood up to look as large as possible and commenced the intimidation.
I laid the order receipt on the counter and told him to look up the account.
Over 40 years of business. He did nothing.
I said the service simply s*cked and I would do all in my power to kill there business.
"Don't threaten me." And more chest puffing

"Calm down. I am [?]. Who are you?
"Mr Rickey to you."
"No packaging removed from inside."
"You did not order 'installation.'"
No leveling, nothing.
They did not even actually push the unit into the cabinet pocket all the way.
I have since contested the"delivery charge" for services not provided.
It is charged back at this point.
I am waiting to see if they will attempt to contest it.

I received better service on the truck delivery of a Capital Culinarian stove from Minnesota.

An old line reliable company appears to have self destructed in the face of competition.
Avoid them as much as you can.

HHGregg routinely gives pre-paid VISA card to refund delivery charges.
Bye-bye Bray & Scarf.
Do not let the door hit you on the way out of business.

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1:49 pm EDT
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Bray & Scarff Appliance & Kitchen Specialists scheduling warranty repairs

Purchased a clothes washer from Bray & Scarff, Fairfax office. Have used this office for appliance and repair service for years without problems. But currently when you call for service, they will only give a 8 hour window of 8am to 5pm Monday thru Friday to come to your house for service. Initially when scheduling the scheduler agreed to only have service come from noon to 5 pm. However, the night before the appointment at 4:45 PM Bray & Scarff left a message that they would come between 8 am and noon. When I attempted to return the call at 5:45 PM the office was closed. Called the next day to reschedule the appointment and took another week before they could come to evaluate the broken washer. At the appointment they could not repair the broken washer and said it would take 7 to 10 days for parts to arrive. So today, 8 days into the 7 to 10 day wait for parts, I tried to schedule an appoint for repair, but alas not allowed to schedule until parts are available and by the way no appointments available for another 10 days where both parties would be available from 8am to 5 pm. So do not use Bray & Scraff, unless you can afford to be home for 8 hours, or not have a working clothes washer for weeks.

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Brund
, US
Nov 23, 2011 6:51 pm EST

Cust. serv horrible. Appliance break regularly. Extended warranty tracking a joke. Their favorite saying, "It's beyond my control". RUN!

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Micheyl Bartholomew
Fort Belvoir, US
Dec 29, 2011 2:52 pm EST

Never do business with these uncompetent fools! They will not stand behind the products and do not have the ability to repair appliances properly. The service people are surly and stink (literally). Forget the pledge that if a product needs to be repaired 3 times, they will replace it. This is not true.

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11:11 am EDT
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Bray & Scarff Appliance & Kitchen Specialists customer service / installation

This is a follow-up to the complaint made on 6/4 regarding my new kitchen stove top. I am pleased to say that a settlement was made between myself and Bray and Scarff to please both parties. After two months of negotiating, they have redeemed themselves and I am looking forward to purchasing new ovens from them later in the year with no problems.

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8:35 pm EDT
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Bray & Scarff Appliance & Kitchen Specialists unresponsive custormer service

Bray and Scarf replaced a stove top with the identical one. In January 2014, the Installer cut the granite too large for the new stove top and in doing so damaged the seams of the one year old granite. They also made a stainless piece to fit the bottom of the stove top but it does not lay flat so that food, bugs and germs can get under this poorly made piece. On top of that my account was charged $800 for the installation only and I paid it thinking that was the cost of the stove top. My card was also charged $1, 020 for the stove top.

I insisted on talking to the manager but Dennis Scarf would not talk to me nor would his deputy. Instead I got a salesman who said I had been over-billed by $450 dollars but will not put that in writing and will only refund my money
Right now I am out $1, 820, damaged granite, I have a stovetop, that cannot be property used and a company who refuses to act. I contacted the Better Business Bureau and plan to contact the Maryland Attorney's office, consumer complaints. I use to use them all the time, in fact they put in my refrigerator last year but with no problems. If they would treat me, a returning customer fairly they would get loads of my business but now I have had it with them. I will never use them again and I hope you do not.

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CCj4
Arlington, US
Jun 14, 2014 9:31 pm EDT
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The most frustrating company. Took delivery of a $4000 range that did not work from the moment of arrival. Company scheduled next delivery in a week.

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11:38 am EDT
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Bray & Scarff Appliance & Kitchen Specialists poor customer service

I recently purchased 4 new appliances from Bray and Scharff and unfortunately there has been problems from the time they were delivered until now- 4 weeks later. They delivered a refrigerator that needed to be replaced because the water didn't work. I was told to remove all the food out of the refrigerator at a certain time, which I did and the new one wasn't delivered as they said it would be so I needed to throw away the food. I told the sales person and he did nothing to remedy the situation and didn't offer to replace the cost of the food. Then they had their electrician install a wire for a new microwave- long story short I paid over 600. For that. It doesn't work and no one has returned my calls. Finally after a few other problems which it's too long to get into everyone I went into the store today - the sales manager acted put out and told me I should hear something from the electrician on Tuesday- it's Friday but because of Memorial day I have to wait - again.

I am thoroughly disappointed with the customer service and I will never buy another thing from them, in fact I am thinking about having them take everything back.

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6:29 pm EDT
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Bray & Scarff Appliance & Kitchen Specialists rude service tech/ repair still not completed

WOW! I see that it is a pattern with Bray and Scarff Repair Techs - I had waited all day for my service appointment - when the repair tech arrived - he opened a panel on my Bosch Dryer that I was totally unaware existed. Stated that I should clean it - and requested payment - I asked him to wait while I cleaned and ensure that was the problem - why dryer was not heating. Repair tech stated - he would NOT! He was in my home for a total of 5 minutes - I was not sure how to replace the part, or close the front panel. I called the office to complain - and inquire how to replace part and close panel - office had repair tech call me back - repair tech stated to me - "not rocket science!" and hung up! I called office again - Manager - walked me through how to replace and close panel. All to no avail - as I suspected - my dryer still is not heating - and will require an additional day off work - waiting for another RUDE REPAIR TECH to arrive! HORRIBLE CUSTOMER SERVICE! I suggest going someplace other than BRAY and SCARFF!

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5:47 pm EST
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Bray & Scarff Appliance & Kitchen Specialists repair service

Well after a wasted morning waiting on the service tech - who had all the wrong information and showed up at 11:59 for my 8-12 time frame - I am still without a cooktop that works and a $99.95 service charge. This is after I had told the company over and over EXACTLY what is wrong with the cooktop - and the service tech was told it was a range. Wow talk about waste and incompetence - gas prices ar...e through the roof and they are sending out techs without parts to look at appliances. The store told me that they knew exactly which cooktop it was because they have a record of it - they have the model number and serial number in the computer and would pass it along to the service department - yet the service tech was told they didn't have any of that information - again -WOW - talk about incompetence. Don't worry Bray and Scarff - I will share this experience with EVERYONE I can.

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nlouj
, US
Jan 19, 2011 3:04 pm EST
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Having a bad time with Bray and Scarff's repair service. Came on a Wednesday about refrigerator not working. Said would order fan to repair, and would come in about a week, then would return to fix. I called them the following Monday (5 days later) to find out if fan was in. Was told not ordered yet, and someone would probably be calling me later that day to get my authorization to order fan! When didn't call later I called them, authorized fan, and asked if they could rush to make up for delay. Was told for extra $35 they would overnight the part. I asked if they would do without charging me considering their delay in not contacting me right away for authorization. They refused so I have been waiting an extra week for the fan to come in. They were so unapologetic and unhelpful for the delay they caused, and uncaring about my problem, that I will go elsewhere in the future, not only for repairs but for the new dishwasher I need!

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mary kitchen
Vienna, US
Feb 08, 2012 10:49 pm EST
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This company, which sold us a very expensive Thermidoe double oven in 2007, has been running up a big bill and failing to fix the problem with one excuse after the other. The parts take a month to arrive, they are defective when they arrive, etc. Incredibly, only one oven was broken to begin with and now both are. Don't ever use this service if you have a choice and especially don't buy anything there becasue you will be stiuck with them for warranty repairs.

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Bray & Scarff Appliance & Kitchen Specialists poor service

I bought a new double oven at the Bethesda showroom with the advice of a very helpful salesman. A pre-installation site visit ($75.00) indicated that the oven would fit my space with no adjustments. The oven arrived; it would not fit. I went back to the showroom, choose another oven. It arrived, it would not fit. I returned to the store with pictures and measurements of my old oven and space and talked to the salesman. He assured me the oven would fit and specifically requested by name a more experienced installer. Told me to make sure that only this installer did the job and to call him if there was a problem.The truck just arrived. Same installers who couldn't install it the last time. Called B&S ; my salesman is off today. Talked to another salesman who was very rude and and basically told me to get over it and let these guys try again. Called the dispatcher who said the requested installer was off today so he ignored the special request and sent the oven out anyway. Told me he didn't understand why I needed a special crew and that these guys could do it. Seemed unable to comprehend that these were the same guys who couldn't install it last week. I will not be doing business with Bray and Scarff again.

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Bray & Scarff Appliance & Kitchen Specialists delivery and installation

I just spend over $7K for appliances with Bray and Scarff. The items were to be delivered this past Friday. However, I was called the day prior to be informed that my wall unit was not in stock and would be in around the 27th but the other items would be delivered as scheduled.

The delivery made late that Friday was a comedy of errors. The installers stripped the screw on the handle of the dishwasher - so the handle could not be put on, therefore I can not open it. The cook top, they took out my old one only to find out the measurements taken by their personnel was incorrect. My old system had to be reinstalled. Therefore, only one of the items purchased was installed and I could not use it - because you cannot open it without the handle.

They were suppose to call me Saturday to let me know when they were returning. Saturday, no call and I find out that my cook top is not working because they did not turn the gas back on. I called and the gentleman tried to walk me through turning on the gas - no luck. Then I am informed that the earliest that they can come back out would be Tuesday. Now, I am without my cook top as well as the dishwasher.

It is now Tuesday, still no handle for the dishwasher, it has to be ordered - to be here Thursday. They installed the cook top and I have gas. However, they had to take out the spice drawer and take it back to their shop to trim it to fix the new system. May get back in a week.

As far as my wall unit goes - the sales person left me a voice mail stating it is on back order and it is estimated that it will be about 3 weeks due to a quality issue. During this ordeal when I tried to contact my sales person, he was not available and the other sales person would not assist. So, I am not sure if I will purchase from B&S again.

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Bray & Scarff Appliance & Kitchen Specialists lying salesman

The salesman lied to me about buying a service contract on a washer and dryer. He said that I would get the full amount of $100 per appliance back if I did not have any service calls within five years. When I requested the $200 back after five years, I was told that it was a credit of $200 toward a purchase. It was in the fine print.

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Bray & Scarff Appliance & Kitchen Specialists customer service/service

I bought a range from them September 11, 2010 and it was delivered on September 16. My husband and I decided that we would save money and he would hook it up. We did not get it hooked up until late Friday so when I went to use it on Saturday we realized that one of the burners did not work so we contacted the store and they informed us that we had to wait until Monday to put in a service call but that we would have a priority call since it was just delivered and not working. On Monday I called and they said that the earliest they could be out would be Thursday, I informed them that it was unacceptable so they contact another company and they came out on Tuesday to tell us that it was a manufacture defect on an element that he would have to order the part and it would be in the following week and sent to my house and he would be back to install it on Tuesday. In the meantime I had a party that weekend so that means that I was one less burner on the oven, hard to cooks for people when you don't have all parts working. Monday night came and we had not received the part, contacted the company and they said that it was on back order and that it should be shipped by the end of the week. I contacted the service office of Bray and Scarff and they informed me that they could not do anythhing about it because they did not service the range. Tried to talk to a manager but of course you know the story no manager was available. Contacted the main office and talked with a rep and she informed me that she would have to call the original service company because they could not replace my range because they did not do the service call and she would get back in touch with me. After that my husband call the sales representatives and asked what the return policy was - he told my husband call the service mgr and he will take care of you, call and left message and we have not heard from him at all. After waiting for 3 weeks we finally got our range fized but never heard from Bray and Scarff at all. We will not buy anythinig else from that company.

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Bray & Scarff Appliance & Kitchen Specialists customer disservice

Bray and Scarff should be Brey and Scarf as in they brey about how good their service is while they schmooze you into a purchase, then they scarf up your money and give you absolutely no service without a fight and major agita. Any smart consumer researches the actual purchase, but I do believe it's just as important to research the company from which you intend to purchase. The specifics are to long, but suffice it to say that the term service after the sale means nothing to this company. Once your out the door with your purchase, your also out of their minds service wise. Do your research anytime you want to make a major purchase.In my case I did get a measure of revenge for shoddy customer service. I took the rest of the money for my major kitchen renovation-about 30, 000 dollars, and left it with another company with a sterling reputation.Then I wrote B&S (such fitting initials)and told them how they lost 30 k. In this economy, that's one of the best statements you can make!

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Bray & Scarff Appliance & Kitchen Specialists washer/dryer

DO NOT BUY FROM BRAY & SCARFF! This is my first-ever posting of a complaint to any website. I am normally a good-natured person, but Bray & Scarff is the WORST company I have ever dealt with.

I bought a washer & dryer from the Arlington store in January 2010. The dryer did not work, and it took the repairman 4 (FOUR!) times to come to my house to get it fixed. The first 3 times, he came to service the washer, without having the right parts.

I spoke to the manager (John) three different occasions. He basically excused the imbecility of his staff.

The service department will not tell you what time they will visit, thus forcing you to miss an entire day of work. The repairman will call you the morning of the visit, giving you a 4-hour window of time, for which he will be late, anyway.

I have never had worse customer service. Buyer beware!

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72ann
Crofton, US
Oct 21, 2012 5:52 am EDT

I agree about the repair time being set by them and not the customer. I also found the phone person to be rude. It seems that they only come to certain areas on specific days and this is unacceptable because all other companies let the customer pick the day when it is convenient for them. I also had my personal toolbox taken by the installers and these tools were special to me as some of them were my fathers.

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Bray & Scarff Appliance & Kitchen Specialists poor customer service

1. Viking appliances (Radiant/Induction Cooktop, pop-up Ventilation system; Convection Microwave; Convection Touch Control Oven; Warming Drawer & Dishwasher) purchase 3 Jul 09. Oven was listed as backorder and customer requested to wait to do install of all appliances. Bray & Scarff failed to scheduled installation appt (1 Aug 09) with Installer (Pro Home) whereby all appliances were not available for install (Oven and Warming Drawer not available for install). Dishwasher install without anchoring the Toe Kit. Toe Kit subsequently ordered, but was on backorder (~ 4 week EDD). Stainless Steel filler also had to be custom order to complete installation.

2. Install of Oven, Microwave and Warming Drawer was completed on a 2nd visit approximately 30 days later (~ 4 or 11 Sept 09) which caused customer to lose additional time from business schedule.

3. Microwave not properly anchored/secured to framing (right side) during Sept installation causing the door to stick and damage to the microwave frame (levelling issue). Bray & Scarff technician scheduled to investigate microwave issue (~25 Sept 09). This required a 3rd home visit, causing customer to lose additional time from business schedule. Microwave not properly heating popcorn and other items (reported in early Sept). Controller board and new frame ordered for microwave.

4. Toe Kit, Filler and Microwave controller board received and 4th appt scheduled 30 Oct 09 to hopefully complete installation of appliances purchased in Jul 09. Overall, the purchase and completion of the installation is approximately a four (4) month evolution which is totally unsatisfactory for products paid for by customer in Jul 09.

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Bray & Scarff Appliance & Kitchen Specialists incompetence

Searching for an upgraded gas cooktoop, we responded to a flyer from Bray and Scarff by dropping into their store near our home in Alexandria. An uninterested and uninformative dolt eventually roused himself from his slumber and showed us a few things -- but not the Bosch cooktop advertised. Since we were going to be in Arlington, we visited their store there and found a much more energetic, personable and informative salesman. We ordered the cooktop, including installation, although the price was a bit more than available from internet suppliers, in the interest of supporting a local business. The salesman informed us that someone would have to come out to inspect the proposed location before actual installation. A few days later, a remarkable individual appeared -- easily the dumbest human being I have encountered in 78 years of life. He couldn't find the cooktop listing in the out-of-date catalog he brought with him; he ignored the cutout measurements the salesman had carefully noted on the invoice; he was completely baffled to find that our cutout had to be enlarged by about half an inch; and after taking numerous pictures, he left in total confusion, saying that the experts back in the shop would have to decide what to do. Shortly afterward, we called Bray and Scarff and canceled the installation -- if this was the type of technician they employed, we didn't want them fooling around with flammable gases! I then got a nice Mexican guy who does work for us to enlarge the cooktop cutout to the correct dimensions for the Bosch unit -- a task that took about 20 minutes. Then came the saga of actually getting the cooktop. First, it was coming on Tuesday, then on Friday, but it was out of stock, so it would come on another Tuesday, then Saturday, then it was still out of stock and wouldn't be available for some weeks -- but there was a display unit that we could have, and they'd wrap it up for us to pick up. We did arrive to pick it up, but it wasn't wrapped up, and some accessories were missing. SO, we've finally said "To HELL with you, Bray and Scarff" and cancelled the order. Gangs like Bray and Scarff that just can't shoot straight DESERVE to be forced out of business, and I for one am extremely happy to assist in the process. I've just order the cooktop from an outfit in New York that has five of them IN STOCK, and at a price 10% lower that BS's. Moral: If you value your sanity, stay away from Bray and Scarff. They are the most uncoordinated and thoroughly screwed up business operation I've ever dealt with.

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Business the old-fashioned way.
Fairfax, US
Jan 05, 2018 11:06 am EST

Slovenly dolts-- you'd think they were doing community service or something.

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Business the old-fashioned way.
Fairfax, US
Jan 05, 2018 11:03 am EST

Hey, I know the slovenly dolt(s) at the Alexandria location. Couple them with the ham-handed project management process and you have a recipe for overpriced, under-performing, inefficient, time-wasting, substandard quality home "improvement". Lesson learned on these money grubbers.

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Marci Walker
, US
Dec 12, 2016 10:56 am EST

I agree with you wholeheartedly Sir. We have been caught up in their nonsense since before Thanksgiving. We still are without a scheduled
visit from an electrician. They don't have the units that we paid a deposit for. Mr Demarco, the store in Laurel's manager) suggested we get another type that costs 6 $300.00 more. He said if we tried to get the double oven that we want we probably wouldn't get it until after Christmas.
Bray & Scraff company is unprofessional, incompetent, lacks fundamental social skills and they are dishonest. I look for sales people who carry high ticket items such as Kitchen Aid to have a lot more understanding about their customers but this company absolutely does not.
They've ruined this holiday for my family. I couldn't cook for Thanksgiving and because of them I may not be able to entertain my family for the Christmas holiday.
I am disgusted. I want to be compensated for my time, money and your lack of integrity and concern for how important it was for us to be able to have a working stove top (cancelled) and oven (cancelled) We cancelled the sale today Dec. 12, 2016 after the final blow from mr demarco.
Get this...An electrician called to say that he was on his way to my house only 5minutes after cancelling my purchase.

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Bray & Scarff Appliance & Kitchen Specialists delivery and service departments

We have bought appliances from the Frederick store on 2 occasions. In 2003 a new refrigerator, which required numerous visits from repair personnel within a month of purchase, and the loss of food on 3 occassions (of which they refused to reimburse even when 2 of the times was their fault). Makes us wonder if what we're buyingg are refurbished appliances. And this with the appliance under warranty still. After a few months of this nonsense we decided to forego B&S for any and all repairs, getting our own repair person, and of course paying for all of it ourselves, as they refused to reimburse us. We recently are updating our kitchen, plus needed a new washer and dryer, and forgot our horrible experience with this company back in 2003. Not the sales people, who are helpful and know their stuff, but with everything and everyone else. We spent over $8000 for a new washer and dryer, refrigerator, dishwasher, and range. On delivery day the dishwasher was not here, but no one at the company had the courtesy to call to let us know. The men who delivered the appliances barely spoke English, and what little one did, I could maybe understand 10% of it. These guys also damaged a door when bringing in the washer and dryer and when checking the range did not tell us that one of the burners did not work. Upon discovering the non-working burner I called to set up a repair time, and told them what time someone would be here. I had to tell them 3 times, over the course of 2 days, the time we would be here, and even the time of the day the guy did come. He still managed to come early, so it was a good thing we were able to get home in time! Not that it mattered, as this guy was totally clueless on what was wrong. He opened the lid and looked in. Hmmm. Looks fine to me. Looked fine to me too. He wanted the breaker off, which he turned off, then went to jiggle some wires (I guess), then went to turn the breaker back on. Kabooey! Either he broke the breaker switch or it blew out. Who knows. All we know is that we now have to replace the breaker switch. Also, we're without a range for a week. So we're cooking on our BBQ grill out in the rain and being attacked by bugs. Whenever I have called to talk to them about any of these problems I am talked to in a rude and/or condescending manner. Yea, I have called a few times, but each time has been warranted and I do not think I deserve to be be treated in such a manner. Maybe the next time we need new appliances there will be someplace else to go.

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hunnylee1010
, US
Jul 18, 2018 10:35 am EDT

Haven't had to deal with Bray and Scarff concerning repairs but if it is in any way as incompetent as just getting new appliances delivered, we are in trouble. We purchased appliances for a house that was being renovated. After we had to reschedule the delivery we informed them we would just call and let them know what day to deliver. When the time came we discovered not only had the appliances been sold to someone else but we would have to wait another week for the new ones to arrive then they couldn't be delivered until the following week. First I was told that when Bray and Scarff orders and the order is delayed they go ahead and sell the ones they have on hold for another customer. I was told by someone else the appliances were not supposed to be sold out from under us in that way. So when I asked if we could get it delivered first thing on the day of delivery they said they couldn't do it because the route is generated by the computer. Even though this entire fiasco delayed us by 2 weeks. Day of delivery I was told we were the last stop and they would arrive between 4 and 5 pm - well lo and behold they finally showed up at 6:45pm. We will not be ordering from Bray and Scarff ever again. I just pray there are no issues with the appliances we did purchase from them.

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Bray & Scarff Appliance & Kitchen Specialists customwer disservice

We oredered appiances and counter tops from Bray adn Scarff--more than $18, 000 woth of business. Applicances were to be delivered between 1 and 4 pm--I called at 5 and they were delivered at 7. Had to cancel a business meeting to wait.

When the subcontractor (Counter Intelligence) tried to install the counter tops, one cracked--that was Friday at 9:30 am. Meanwhile, I am without a kitchen. I was told that I would have a schedule for replacement by 5 that afternoon. No one called--but I called both Bray and asxarff and Counter Intelligence and left messages. No response. I called both again Monday--got a call back from B&S that COunter Intelligence would call. They did not.

On Wednesday I called B&S corporate, spoke to a service manager(James Spencer). He did call back to tell me that he had turned it over to someone else (Michael Wallace) who would call me back--he did not. So I called my counter/installation salesperson at B&S (Harold in Bethesda) to ask the status and complain about the lack of information. He said he'd call back--that was two hours ago. No call back.

I am paying B&S a premium to do this work, versus other kitchen contractors. They have failed every step of the way since the contracts were signed. No one takes responsibility--they pass the "I will call back" promise from person to person. I will never use them again, and I will recommend to anyone taht will listen, DO NOT USE BRAY AND SCARFF.

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Bray & Scarff Appliance & Kitchen Specialists incompetant service

In mid-November 2008, I purchased a Kitchen Aid Oven/Microwave, a Kitchen Aid Wine Cooler and a Jenn-Air cooktop…over $5, 000 in purchases. The oven was installed just prior to Thanksgiving. Since then, the following has happened:

Prior to installation, measurements were made a stainless steel insert to fill a gap left by the previous oven. When the oven was installed the following week, they indicated another group would install it. In early January, I called about the status of this part. The reply was “we have not record of that part being required”’. A week later (mid-January) a technician came by (same was one who did the initial measurements) and made the same measurement again; as of today (5 Feb) I have not heard back regarding this part or it’s projected installation

It gets worse…

On 2 Jan 09, our brand new over stopped heating. I called Bray & Scarff the following day reporting the problem. A technician was sent out the following week to inspect the oven. Within 5 seconds of inspecting the oven, he reported, “it’s a blown transformer”. He said he would place the part on order and that it would be about 10 days to receive it. After 10 days, no one from Bray & Scarff contacted me. I called on 22 Jan and was told “it’s a two man job and we’ll be out on 29 Jan”. On 29 Jan, I received a voice message that they could not come out until 3 Feb. I called on 30 Jan and was told a two man team would be out on 4 Feb. On 4 Feb a team came out, pulled out the oven and reported “a new transformer was needed”. I called Bray & Scarff and expressed dissatisfaction with the service. The women I spoke with, rudely told me “I don’t have the ticket and you’re just going to have to wait”. When I was asked to speak with a supervisor, I was told, again rudely, “I have two and they’re both on the phone.” I asked for a return call. None was received. On 5 Feb (about 1:30 pm) I called with the same question. I again was told “we don’t have the ticket and we’ll have to call you back”. I called back at 2:00 and gave the same story and that I wanted a supervisor to call me back. At 4:40 pm, someone called my home number (I had given my cell phone to call) and left a message to call back. I plan on calling back tomorrow.

In my life, I have dealt with my fair share of poor customer service and incompetence. Your organization has won the award for a new low in customer satisfaction. I will be contacting the Better Business Bureau tomorrow, followed by an attorney for breach of contract.

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Bray & Scarff Appliance & Kitchen Specialists kitchen

We had them remodel our kitchen with new appliances. The work was terrible and took more than twice the time that they said it would (10 weeks for a galley kitchen!). Most days, nothing happened.

The counter top was too small.
The installer was just some "guy" who came to our job after his day job.
The kitchen designer couldn't do math.

BOTTOM LINE: DO NOT USE THIS COMPANY. YOU WILL REGRET IT. I GUARANTEE IT.

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Contact Bray & Scarff Appliance & Kitchen Specialists customer service

Phone numbers

+1 (703) 660-1060 +1 (443) 808-2971 More phone numbers

Website

www.brayandscarff.com

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