Bray & Scarff

I got three estimates. Long Kitchens were terrible, it was like being trapped in my own home with a used car salesman. My husband finally had to order him to leave. The guy from Jenny was rude, wanted me to spend twice my budget and told me if I didn't listen to him and get granite counter tops, I would be unhappy. (The Corian looks great!). The team from Bray and Scarff were very professional and completed the project within the time frame discussed. As they worked if they had a question about color or positioning, they would ask. I work from home and was there during the process. They put up a plastic barrier to keep the sawdust, etc. contained. I was very happy and they left the house clean. and the kitchen beautiful.

We had used Bray and Scarff two different times before. Transaction with them was easy then, until we had this experience. We moved to a different home where the electric range was 40 years old, the refrigerator is not cooling properly and we do not have enough counter space so we decided to go with an over the range microwave. My husband decided to use their contractors and buy the appliances from them because they were good the last time we used them. We went to the appliance store in Rockville and we spoke to a sales person who had promised us quick delivery, quick installation and good price for the appliances. We were charged $50.00 for a contractor to come out and that will be credited when the appliances get installed. We originally wanted to switch from electric range to gas range. So,there were three different contractors from Bray and Scarff that came and they were all hesitant about switching it to gas because (so they say) the lay out of the house and difficulty to install the gas pipes. Three different contractors came three different weeks which mean, I had to make multiple phone calls to Bray and Scarff store, multiple call to the service/delivery department and switch my schedule around. Even with the calls to the store, I had to make several visit to the store itself to make sure the appliances are ordered and I want to know how they will install the gas pipes for the range. THe sales person was very vague and said it will be done no matter what. Three months later, two installers to install the gas pipe came. I was surprised because I had never seen them before. When I asked them what the plan was with gas pipes, they looked at each other and looked at their order form and called the service department. When I asked them if they are also installing the fridge, they looked at each other again and said," we do not know anything about a fridge." Needless to say, I told the installers that I need to check with the store before they can install anything. I called the Bray and Scarff sales person and I had to cancel my order and ask my money back. THe General Manager called the next day and asked if there is anything they could do to make it up. After three frustrating months of empty promises I had to decline his offer.

They were good to work with and they were offering a good rebate on major appliances and so we decided to go with them. They products are good. Their customer service was also very good. The big factor was the big rebate that they offered.

The installation process took a lot longer than expected since the new refrigerator was just a tiny bit deeper than the old one (GE Monogram built-in side-by-side) and the electrical outlet had to be moved in the back wall. Once completed, it appeared to be working fine and the installers indicated on their paperwork that the installation was complete and "tested." However, as I waited patiently for the icemaker to make it's first batch of ice (approximately 12-24 hours), I discovered that there was no ice. After all that work, the installers forgot to turn on the water. Since the water valve is located behind the refrigerator it needed to be pulled out again. When I called Bray & Scarff to report the problem I indicated that I needed the installers to come back and finish the job. When the sales representative (not the one I had bought the refrigerator from but someone who was on duty in his absence) sent a fax to the service department he failed to indicate the exact nature of the problem and request that the installers needed to come back. I spent an entire day waiting for the service today only to find that they sent one repairman who was not capable of pulling out the refrigerator by himself and turning the water on. His paperwork for the repair merely stated: "icemaker not working." Now I find out that I have to wait until Monday or later (today is Wednesday) before the installers can be scheduled to return, and then wait at home during my service window. Maybe other Bray & Scarff locations are better, but I would not use the Vienna location again. In my opinion the rep should have listened more carefully to my description of the problem and been more proactive in having it resolved. When I spoke to my sales rep to get confirmation that the service department was notified, he indicated he knew nothing about it. The rep I spoke to about the problem never even bothered to mention this to my salesperson. To me this indicates a lack of respect for the customer. Now that my salesperson is involved I hope that this will be resolved quickly and correctly.

THIS IS ABSOLUTELY THE WORST CUSTOMER SERVICE EXPERIENCE OF MY LIFE!!! After two years, our new fridge began making a high pitched noise and the compressor was running constantly. We called customer service and scheduled a service visit within a week. The 1st technician (7/14) diagnosed the problem as a faulty compressor and indicated one would be ordered ASAP. After not hearing back, we began calling customer service and experienced either no answer, or no returned messages. Finally, we spoke with a representative who indicated an inverter had been ordered. We asked why the compressor was not ordered per the technician's advice and the response was "we ordered an inverter." The compay indicated he part was due in August 2nd. We called on 8/2 and were told that the part was backordered until 8/31. We then called KitchenAid directly and they indicated that the part was in stock. The technician came back in early September and explained that he was told by KitchenAid that the problem was the inverter, and that is why the part order was changed. The technician then installed the inverter, but the problem persisted. The technician then determined the problmem must have been the compressor. According to B&S the compressor was ordered immedeately. On Monday 9/20 (2.months after the original call) a new tecnician came back to install the compressor. Within 1 minute of looking at the fridge he diagnosed a problem with the cooling fan and indicated that the compressor and inverter were fine. We explained our profound frustration with the experience and he indicated that we would receive the part ASAP. We followed up with B&S the following Monday and were told the part was ordered the previous Tuesday, and were given an expected part delivery date that had come and gone. When we pushed the issue, the "service woman" said "we'll call you when it gets in." Today is 9/29 and we still have not heard anything. We have been without our refridgerator for almost 2.5 months. I cannot express enough what an awful experience this has been and coninues to be. I am left with the opinion that B&S views its custmers as suckers to exploit. As I review this commentary I do not believe it does the experience justice. There are no words to describe the feeling I have toward Bray & Scarff. THEY DO NOT CARE ABOUT THEIR CUSTOMERS. THEY TREAT YOU LIKE TRASH. I CANNOT BELIEVE JUST HOW BAD IT IS. An "F" rating is generous.

They were full of information and I feel they are the best place to buy appliances from. They are the most informative sales people compared to places such as Lowe's, Home Depot and Sears.

After pricing appliances all over Northern Virginia, we checked out Bray & Scarff, fully expecting them to be more expensive. Instead, they beat all other prices, including both Home Depot and Lowes by several hundred dollars. In addition, our salesman, Craig Dexter, was knowledgeable and extremely helpful to us in making our choices. Bray & Scarf accepted a small deposit to lock in prices over a month before we were ready for delivery which ensured that we would qualify for two rebates that saved us about $300. When we did call for delivery, they got the appliances here within a few days, allowing me to choose the day; called the day before to give us the delivery time window, and arrived on time.

Will only service appliances they have sold.

We visited this store as well as some other places (Sears) when we started shopping for the appliances. The staff at Bray and Scarff, particularly Teresa, were extremely knowledgeable about all of the appliances, in contrast to what we found at Sears. We decided to just get the washer & dryer at first. Bray & Scarff matched the lower price that we found at Sears. The delivery and installation process went very smoothly. Teresa filled out all the paperwork for us to get the rebate for the delivery charge. We went back when we were ready to buy a refrigerator and had the same experience. We also spoke with the kitchen design team that they have in the Rockville store--they also seem like a top notch operation, although not cheap, and we are not planning to go forward with any remodeling at this time.

Very reliable company. The salesman was very knowledgeable and friendly. They were able to answer all my questions. They delivered at the appointed time. It was up and running when they left.

Ordering the refrigerator was very easy. I had researched sizes to fit 33" and found 2 models that would work. The staff was able to locate the refrigerator and I had it delivered the following Saturday. The warehouse called to give me a 2 hour window delivery time. The truck was actually early. They removed the old refrigerator and installed the new one, testing the water line as well. The kids enjoyed making a fort out of the nice refrigerator box. We have enjoyed the refrigerator. So far, no major issues.

I had a very positive purchase experience with them. The salesman was extremely knowledgeable and was very courteous and professional, and their prices were a lot better than other stores and they helped me the delivery of the new appliances.

I ordered a new Bosch dishwasher and thought it had the 34" clearance to replace the old dishwasher. The first installer stated that the old would have to be cut out of the original spot. Once removed, he stated the new Bosch dishwasher would drop in the original spot. However, a new appointment would be needed to cut out the old dishwasher. One week later, the second installer stated that the new Bosch would not drop into the original spot, that another compact dishwasher would have to be ordered. A new compact dishwasher was ordered. Four days later, the third installer brought out the new compact dishwasher, but in the wrong color. A call to the store manager was unsatisfactory. The store manager was not apologetic, wanting to know the people responsible to discipline them, and only stated he could get the right color dishwasher delivered six days later. A very unpleasant transaction.

Delivery was a disaster. They sent just one person to lug in the dishwasher and install. The deliverer's dolly left grease marks on a dozen of our stairs covered in beige carpeting. He did not seem concerned. The company did respond fast when informed and ultimately, after a few phone calls, gave us the name of a carpet cleaner who billed Bray & Scarff directly. He did a good job. Unfortunately, the dishwasher left spots on our glassware and silverware despite our returning to the store to get tips on how to avoid them. The whole experience was a headache (this from a person who has dealt successfully with B&S for a decade).

My stove died on Tuesday and I had a new stove, which was exactly what I wanted, on Thursday.

We had a good experience. We'd look many places for appliances, e.g. Sears & Home Depot, and were not getting the level of knowledge that we wanted in our sales people. Although I heard some negative things about Bray & Scarf (price & service), we decided to give it a shot since appliances is all they do. Our sales person was friendly, knowledgeable and not pushy. We did bargain and there was some flexibility on the prices. We also benefited from a rebate offered by GE at the time. The delivery went smoothly: They installed everything, removed the old appliances, did the necessary electrical modifications. We were so please that we decided to do it all at once and with Bray & Scarf that offers one-stop shopping, delivery and installation. If anything went wrong we knew we had "our" sales person to hold accountable for resolving any issues on our behalf. We've been VERY happy with our choices; GE Profile brand.

They were not very efficient at all. They delivered the appliances to the wrong houses because one set was going to my house and the other was going to a rental property. They delivered my stuff to them. Then they took forever to re-deliver them.

They delivered it and set it up with no problems. The whole thing is really nice and I was impressed with the service. They were reasonably priced as well. I am very happy to do business with them. They are great.

I didn't mind working with the supervisors of the company, but the people they hired out to do the work were very unprofessional. Their behavior was sort of rude. For instance, they would go out and smoke on the balcony and flick the butts down onto my neighbor's balcony. They were not very neat and clean when they worked on a project, either. The house was covered in lots of dust.

They were willing to match competitors prices. Dan and Gary are absolutely beyond par.

The removal and installation was done well even though it was a very tight fit getting things in and out of the kitchen (and doorways).

All the appliances were installed as scheduled in a courteous, professional manner. The entire process was routine and unremarkable (in a positive sense, i.e., nothing bad happened).

THIS WAS A GREAT SERVICE PROVIDER. THEY WORKED VERY FAST AND CLEANED UP WELL AFTER THEMSELVES. THE PRICE WAS VERY INEXPENSIVE. SINCE THE UNITS ARE OLD, I DID WANT TO SPEND A LOT.

THE OVERALL SERVICE WAS FINE. THEY SENT PEOPLE OUT WHEN THEY SAID THEY WOULD. SOME OF THE DELIVERYMEN WAS NOT VERY POLITE BUT EVERYONE ELSE WAS FINE.

MY OVERALL EXPERIENCE WAS NOT TOO GOOD. THERE WAS WAY TOO MANY MISTAKES. THE PEOPLE DON'T SEEM TO WORK TOGETHER SO IT MAKES IT MORE DIFFICULT TO WORK TOGETHER. ALTHOUGH THEY WERE PRETTY POLITE TO ME.