BRAY & SCARFF

We chose Bray and Scarff because their ads promise, "We beat the big box stores," but our experience has been the opposite. While the big box stores had the items we needed in stock, we’ve been waiting 60 days for ours. To make matters worse, the front-loading gasket on our washing machine broke within a month of delivery. When we contacted the repair company, they blamed us and refused to cover the repair. Bray and Scarff offered NO help in advocating for us to get this covered under warranty. This lack of support was incredibly frustrating. Additionally, the wash-and-dry unit we purchased does not dry clothes effectively at all. It’s clear now that the product doesn’t work as advertised, but we were never informed about this limitation at the time of purchase. My advice: Stick with the big box stores. At least they have stock, and their customer service is far more reliable. We deeply regret trusting Bray and Scarff.

Extremely Dissatisfied: Bray and Scraff Repair Service Nightmare! I am writing this review with immense frustration and disappointment regarding my GE Profile Induction Range, which has been non-functional for the past two months and my experience with Bray and Scarff, the authorized reseller and service provider, has been an absolute nightmare. After spending a significant amount of money on what was supposed to be a high-end appliance, I expected nothing but top-notch performance. However, within just a few months of regular use, the range completely broke down. The induction cooktop and oven stopped working, leaving me unable to cook properly and inconvenienced in my family’s daily life. Upon discovering the issue, I immediately contacted Bray and Scarff, hoping to receive prompt and efficient service. Unfortunately, this hope was shattered as I was forced to endure an excruciating wait time for their assistance. I acknowledge that repair services may face high demand, but the fact that my range has been unsuccessfully repaired multiple times over a period of two months is absolutely unacceptable. During this period, I have had to resort to alternative cooking methods, resulting in inconvenience and additional expenses. Furthermore, the lack of communication and transparency from Bray and Scarff has been appalling. Despite multiple calls and emails to inquire about the status of my repair, I have been met with vague responses, unfulfilled promises, and a complete lack of accountability. It is frustrating to be left in the dark about the progress of my repair and to feel as though my concerns are being ignored. My experience with the GE Profile Induction Range and Bray and Scarff has been nothing short of a nightmare. The product's premature failure, combined with an unacceptable wait time and inadequate service from the authorized repair provider, has left me thoroughly dissatisfied. I strongly caution anyone considering purchasing through Bray and Scarff to think twice. Save yourself the headache and frustration by exploring alternative options that prioritize customer satisfaction and offer reliable after-sales support.

Some people on the Bray & Scarff team were excellent; I would gladly use designer Nathan and installer Frankie any time. They were terrific. The tile team, too, was excellent. However, the project managers were the worst I've ever encountered. The project took three times longer than planned due to delays, confusion, poor coordination. Tasks were left uncompleted when we finally gave up at the end. We had 3 different project managers; they kept leaving the company or drifting away without informing us. They would take as many as ten days to return a phone call or an email. The project managers had no idea of what was going on at the project site (as far as I can tell they never spoke to the contractors once) and would only contact us when it was time to collect the next payment. They would always be surprised to discover that work had not been completed. The plumbers used were problematic and when they ran out of solutions, I eventually hired separate plumbers on my own to complete the work. This project limped to an end in 2019 and I was prepared to let bygones be bygones, but I just learned that one of the toilets had been improperly installed-- the plumbers apparently over tightened a plastic flange and it had cracked. I just got through paying a real plumber to come in and re-install the toilet properly, and that motivated me to finally write this review.

Their management and cooperate office contacted me and rectified a few things that went on, that was just terrible, the sale that I got adequate communication from my sales person after the sale, I was not properly informed about my responsibilities with the installation with the rewiring work that had to be done. One of the items that I had purchased, the wall oven, somehow wound up delayed in shipment and I don't think they really took very good care of in regards to that. In the end I ask the sales manager of the store to have someone from their cooperate office to contact me and their saving grace it was that I believe it was the vice president of the company called me and we taken a lot about their reputation and how everything went and he stepped up to the plate to do a better monitory conversation that I was originally being given from the stores itself and just the fact that he called and demonstrated, they did consider me a valued as a customer and I just wasn't getting that feeling from the store but their cooperated office certainly work to rectify it.

Recently our 25+ year old GE Dual Wave microwave/oven combo wall unit cooked its last meal and needed to be replaced. My husband and I started our research only to find that due to the size of the old unit (27 inches wide), there weren?t many options. Being that our other appliances are GE and they function well we wanted to continue using GE. Initially, we decided to order the unit through Home Depot but once we learned they don?t install combo wall units we would have to hire a handyman and an electrician to upgrade the amp power. We realized that we?d rather work with 1 business instead of 3 separate ones. We decided to give Bray and Scarff in Frederick a visit. At first we hesitated to give them our business because of some of their online reviews; however, we figured it wouldn?t hurt to just go in to look at the showroom and listen to the sales person. We spoke to Melvin, the sales manager. He was extremely professional and knowledgeable of all the brands. He didn?t try to push any particular appliance that was out of our budget range. Even after returning to the store several times, all the Bray and Scarff employees worked well together to make our experience a good one. After comparing appliances and prices we decided to buy our GE unit from Bray and Scarff, Melvin scheduled someone to come out to conduct an initial assessment of our cabinet space, electrical situation, and to get exact measurement for the new unit. Within 2 days of their assessment, the unit was ordered and Melvin scheduled the installation and electrician for the following week. The night before the installation date, we received a courtesy call from them informing us of the projected arrival time. On the delivery date we received another call by the team leader an hour before their arrival to confirm their time, with the electrician arriving shortly afterwards. They all were very professional, polite, and completely cleaned up their mess before leaving. This includes the removal of the old unit. My husband and I will definitely visit Bray and Scarff again when the time comes to replace any of our other appliances.

Purchased a Subzero refrigerator on June 4 and it was delivered on June 10. This process went well but when I noted the grill cover was missing, the delivery man called the store and they told him they would try to locate it. I called the saleslady and she said she called delivery and then was referred to service. When I spoke to service on June 13 they assured me they would order one and get it to me as this is a safety issue (covers wires and condenser). On June 14 the store received a call from Ryan (HE IS SUPPOSEDLY OVER THE SERVICE DEPARTMENT) who said they would not order the part and to tell me to order my own cover. I was not told that even though it was a floor model that the cover was gone forever and they would not provide one. Ryan said it is "as is". The store did not say it was "as is". When I called Subzero to register the refrigerator for warranty they informed me it was manufactured in 2004. Where has it been for the last 11 years??? I only hope it doesn't die on me soon but Subzero did say they would honor the warranty from time of delivery. It took 15 calls and the run around to say No to a part that cost less than $100. The refrigerator was over $2600. This was not my first purchase from this store but it will be my LAST!

I wound up going to a B-rated provider initially, but then I went back to Bray & Scarff. They did surprise me by having someone come by the next day which wasn?t my old experience with them. They came and ordered a part, and that took more than a week. They answered the first call fairly promptly, and their service was very fast.

The service was very, very bad. They seemed very nice when I first talked to them. They were supposed to come out and install everything, but they did not have the hood, backsplash, or washer & dryer. When they came out to install it they had measured wrong and the washer didn't fit. They just left it in the middle of the room. They were dragging some appliances on the floor and I said please be careful those are brand new wood floors. They said they knew what they were doing. They scratched up my wood floors all against the grain. They forgot my hood for the oven. They said the hood did not come in. I called and they said that it had arrived. They never showed up so I called back and they said I don't know what your talking about the hood hasn't arrived. They finally came, but they had the wrong size backsplash. It was just terrible service.

Bray & Scarff was very good to me when I went there. They were even good with setting up the dryer for me. I thought they did a good job. I also thought they were much more responsive than others. Everything is fine with my dryer and I have not had any problems with it. They did not try to sell me all kinds of other stuff either.

I assumed that other home improvement/appliance stores offered the lowest prices on appliances, so I was literally surprised when I went there and their prices were lower than those of other stores. I mean, I did not even have to negotiate. Their prices were superior and I had not even told them that I had been at other stores or what other stores were charging. That impressed me a lot. I love what I got. They are great with special orders and I would recommend them for appliance purchasing to others in this area.