Bray & Scarff

Caveat emptor; buyer beware. The only easy part of this process was spending the money. Everything else was a headache. My husband and I decided to buy a fridge, dishwasher, and over the range microwave. We started our search at a big box store, found the models we liked, and learned that the fridge wouldn’t be in stock until at least January 4, 2021. So we shopped around and ended up at Bray & Scarff on Rt. 1 in Alexandria. Ciera was happy to show us options. Once again, the fridge was not in stock, but Ciera promised us that a truck was on the way, and we would receive delivery the following week. So we purchased the appliances on November 28, 2020. We didn’t hear from Ciera during the next week. When we finally made contact with her, she told us that the truck that came in only had 32 units on it, and we were #36 or something. Thus began a lot of back and forth with Ciera and Mike, the store manager. No one proactively called us and most calls/emails were not returned. We always felt as though we were given the run-around. Stories were never consistent, leading us to wonder what the truth actually was. Had our expectations been set properly at the outset, maybe this process would not have been so awful. We’ll never know, but we did learn that we would rather work with stores that are upfront about backorders and anticipated in-stock dates. We ultimately received delivery on Tuesday, December 22. The delivery was a disaster. Our window was 4-8pm, but the delivery team did not arrive until 10pm. They called at 7:45 to tell us they would be late. When we asked what would happen if they didn’t deliver that evening, they told us that the appliances would be returned to the warehouse the following morning and we’d have to call Bray & Scarff to re-schedule. The installation was completed at 1:20am Wednesday morning. There was extensive damage to our walls. We emailed Mike as the delivery team pulled away and included pictures of the damage. We received a response that did not provide any solutions or remedies. We were told that the delivery team was a contractor team, which goes against the promise on their website that all installations are performed by Bray & Scarff employees. We were also told that he would have to talk to the install office regarding who would pay for the damages and would get back to us. We responded with an email requesting various remedies, including reimbursement for the drywall repair and painting, the cancellation of the extended warranty for the fridge, and a refund of the delivery and installation charges. At the time of this writing, we have received full reimbursement from the delivery company for the damage and a refund for the extended fridge warranty. We were supposed to hear from “James” at the Bray & Scarff corporate office regarding an additional partial refund for the delivery/installation charges, but unsurprisingly, we haven’t heard from him. We will never return to Bray & Scarff.

Awful. I have had nothing but issues, especially with the service department (not the technician). Getting resolution from the service department is impossible. I attempted to escalate to management several times (emails and phone calls) and have never heard back from them. I will vote with my dollar and simply never use them again.

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We had a real positive experience. They were great. The cost of the installation was $169 and the cost of the dishwasher was more on top of the $169. The price was competitive.

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On August 8, 2013, we bought the range hood on sale for 210.00, a nice price. I ensured the salesman knew we needed a hole cut in the house for the exhaust during installation, and he assured me the 79.95 installation fee would cover this. On August 29, a worker arrived to measure the area involved for the installation scheduled for the following week. On September 6, two workers arrived with the range hood for the installation and were completely unaware that a hole needed to be cut and were unprepared to do so. They measured the area again, said someone would be in touch, and left. Several days later, we received a call from the Bray and Scarff salesman stating that we needed to pay an installation fee of 429.95 because the installation was not and quot;standardand quot;. Not sure that I could do it myself, we paid. Installation was now scheduled for September 12. On the afternoon of the 12th, the workers called to say the job they were on was taking longer that planned and could we reschedule for the next day? I agreed. On the afternoon of the 13th, they called again, and again stated they couldn't be there in time. We then agreed to an installation date of the 16th, their normal day off. On the 16th, they arrived about 30 minutes later than expected, and the installation proceeded without any problem. They actually did a great job and were completely professional in their work. After the installation we mailed in a rebate claim for the 49.95 and quot;delivery feeand quot; provided by the salesman. Today, October 10, we received via email notice that our claim was rejected because the price we paid didn't meet the minimum purchase dollar amount required. Thanks, Bray and Scarff, for the expensive lesson. Never again.

Tim Smith, the Bray and Scarff salesman, met us at the door and he showed us several dishwasher models. He explained the differences of each model and he made sure that the model we chose would fit our kitchen space. Tim is a very knowledgeable sales specialist and we were pleased to find someone who was so helpful. Tim told us how the dishwasher would be installed and the installation process went like clockwork. The dishwasher was installed on September 19, 2013 by a very competent Bray and Scarff employee. We are well pleased with our purchase and appreciate all the help that Tim Smith gave us. We would definitely recommend Bray and Scarff' for any kitchen remodeling project .

It takes a little while to get through to them on the phone to make an appointment. I made the appointment on a Monday and Friday was the earliest they could come out. I asked them to call 30 minutes prior to arriving and they called when they got to my house so I had to rush home from work. The repairman has disgusting body odor. Even after he left I could still smell it. They gave me an estimate and said I should hear back by the following Tuesday. They didn't call on Tuesday so I called them to ask for the estimate. Ask them to call my cell phone. The next day they had left me a message on my home number saying there was a problem with the serial number we provided and the technician wrote down and to call them. Of course by the time I got home they were closed. Called the next morning to give them the correct number. Didn't hear back for two days, so I called on Friday (one week after the initial service). They gave me the quote and I told them to order the parts even though it was close to $500 (including service). That weekend my husband and I decided to look at buying a new machine. Went to our local Bray and Scarf retailer and had a very good experience with the actual store staff. Decided to purchased a top loader washing machine AND a dryer. The sale price was hard to pass up. We explained to the salesperson that we had ordered the parts and that they said there was no refund on the $50 deposit I already gave them. He said he would call them to get that removed. He thought he had a good chance since we purchased $1,200 worth of appliances from them. Well, low and behold they told him they wouldn't reimburse us. Terrible customer service in my opinion. Would I use them for service, heck no, but the salesman was great (Tim Smith, Waldorf MD store).

They are very pleasant in services. They did what they said they were going to do.