Bray & Scarff Appliance & Kitchen Specialists
Reviews and Complaints

We have been waiting since July, 2022 for a freezer door replacement, and while we understand there are supply chain problems, we paid for a refrigerator-freezer, and have not had a working freezer for going on five months. With the holidays on the horizon, we can no longer afford to be patient. We need Bray and Scarff to fix the problem or provide us with a replacement. We purchased this Whirlpool fridge/freezer from Bray and Scarff's Bethesda, MD store on July, 19, 2021, and immediately after delivery had problems (similar to others seen on this page) with the freezer not making ice and not cooling property. We had to have their repairman out five times, and lost two freezers' full of food. Finally, we were told we needed a new freezer door - meanwhile, the door is frozen shut and the freezer cannot be used. Despite purchasing the full service and 5-year warranty protection at a cost of $449.95, we have since gotten the runaround about when we might get this door, or a replacement fridge. We only get a weekly text saying there are supply-chain problems, and "thanks for your patience." When we call their repair line for more info, we are told to call the showroom, when we call the showroom, we were given several names in the repair department to contact. We were told these people would get emails alerting them to call us. We have called them, but they never take the call, and we have never been called back! We shopped at B&S because they advertise that they have personal service, unlike the "big box" stores. In my experience, that sadly has not been the case.

It has been so frustrating dealing with this company to fix the issues with refrigerator. The issues started with ice maker not making ice. A technician comes after a few weeks and replaces a part. Next thing is, ice maker still not making ice and the refrigerator loses it's cooling. I cannot use the refrigerator. I call again, almost every two weeks. A technician is sent every time I call and a service ticket is created. He comes in and replaces another part on a trial-and-error basis. The issues are not resolved. The trip by the technician becomes regular, like, every month and the problems are not solved. It is running fifth month and I can't use the refrigerator. The warranty is still valid.
I wouldn't recommend this company to buy any appliance or else you end up dealing with them rest of your life. Another thing. Do not buy warranty on any appliance. It is better to pay someone else to fix. The money, time and effort will be a lot cheaper than buying a warranty and dealing with this company.

I already have a stove. I purchased a Jenn Air Telescopic downdraft to work with from Bray and Scarff.
The specifically explained to the Fairfax, VA Store Manager that it needed to work with my already purchased slide-in stove.
He recommended the Jenn Air model and I purchased it.
It was in stock and arrived in 2 days.
Upon arrival, and opening the box to look at the installation instructions, I discovered that this model would only work with a cook top. I called the Fairfax store to ask about their refund procedures. The manager there said that this was a special order and that refunds were not allowed. Also, that since the box was opened, it was not returnable. They recommended it to me based on my explanation so I would hope they would stand behind their store manager/customer and give me a full refund without a restocking fee. I've called the store manager twice and left messages without call back. I finally was able to get him on the phone where he explained their policy and said he would refer it to corporate. I also submitted a dispute to their corporate office without any response.
I fully expect a full refund promptly but it's been 2 weeks without any action on their part.

I'll be posting on all social media I know of until I get a refund - including BBB, etc

I bought a dishwasher from bray and scarf (our 7th appliance from them) along with the extended 5 year warranty. The dishwasher began leaking in august and continues to leak after 5 service visits. I was told yesterday (12/10/19) that they will not replace the dishwasher but will send someone out (again!). A 6th visit will require a another half day off work and I have little hope they will fix it. This is crazy... My warranty expires in a couple of months and my sense is they are trying to wait it out.

We bought about $17, 000 worth of high end appliances, and within two years they all needed service or repair.
The Thermidor Gas Range ($7k) needed to have a control board replaced.
The Kitchen Aid Refrigerator ($3K) needed to have the freezer door replaced.
The Wolfe microwave has been difficult to get the touch controls to operate.
The Fisher and Paskal dish washer has a broken part that keeps the lower drawer from closing.
I sent the company a message on their customer service web page and got no response whatsoever.

Bray & Scarff delivered a broken dryer in my house and is refusing to provide timely technical assistance. The dryer turns on but does not work. I called them several times to sort this issue out. They said a technician would be available in 1 week. Unbelievable. After various phone calls, they sent a technician to a wrong address today, not mine. The manager for customer services does not help at all. Very bad quality of services. Highly disappointed!

I spent over $7500 on 4 Kitchen Aid appliances on 1 September at Bray and Scarff in Arlington, VA. Here we are on 8 October and I am still dealing with issues that happened with installation. Here is a recap of what has happened:

Today-B&S called this morning to cancel my service appointment because someone called in sick.

Last Wednesday a repairman who was out to replace the dishwasher panel dented during installation on 14 September forgot to reconnect the dishwasher properly. So here I am without the ability to use a $900 appliance due to the serviceman's negligence. On top of that I will have to take more time off work on Wednesday for someone to come out since the person was a no show today.

Electrician had to come out twice because the install job on the gas oven wasn't done right.

Delivery guys dented appliance on install.

Guy who measured never communicated the right electrical needs or electrician ignored it.

Don't fall the B&S excellent service claims. Once they have your money you are at their mercy - even when the issue is their fault. It is not worth it. Just shop at a big box store and get a great price and be done with it. I really don't know how they stay in business.

We bought over $10K in kitchen appliances when remodeling our kitchen in 2017. Thankfully, our general contractor did the install. We purchased a Maytag Washer (5.2) and dryer (8.8) in December 2017. We worked with the same sales person for all purchases (Larry L in Columbia MD). Larry made commissions in 10 months for about $12, 500 in appliance sales.

When the Maytag W&D were delivered, the delivery people accidentally made a significant scratch down to the metal on the washer with a box cutter. My prior washer was broken so I needed the washer then. We agreed to replacing the front panel. I received a call that the part was backordered. When it finally came in B&S called to schedule a day for the replacement. I said I need a window because I am not taking a vacation day for their error. Oh, you will get a window the night before. After a few knock-down drag out fights, we agreed to one morning.

Right from the beginning, the technician wasn't happy. He complained before he even opened his truck door that B&S offers $100 credit for damaged appliances. I said it is scratched down to the metal. Then he said B&S should have just replaced the washer. I thought it was odd, but I did not comment. The ticket allowed him three hours to complete the work, and he was done in 90 mins.

Problems:
1) The technician told me that since a B&S employee damaged the washer panel and not the factory, it takes longer to order the parts.
2) B&S didn't order the accessories with the panel (the rubber pads on the side to absorb sound during spin cycles).
3) They should have had two people for this job since it isn't a front panel but one piece for all three sides which is heavy and awkward.
4) The technician had zero respect for my home. I asked him to not put the replacement part on our grass with heavy frost. His response was that my grass is dead. My response, Genius, I don't want the replacement part wet going through my house and carpet.
5) He did not protect the floors and damaged my floor in two areas. I understand our laundry room has linoleum floors, but it is not his place to damage my floors.
6) He was so disgruntled that he had to do this service call that his banging sounded like a freight train.
7) No surprise the missing parts are BACK ORDERED.
8) Yes, when the washer is in spin cycle, it is a loud with the basket banging up against the washer. You cannot carry a conversation or watch TV during the spin cycle.

As a fellow sales person, you ALWAYS take care of the customer even AFTER the sale. I emailed Larry, and he pushed me to the service department. Larry does not provide customer service once the sale is done. So now I am in a dilemma. Do I have them come in and do more damage to my home? I will need to take another ½ day vacation for them to come and FINISH the repair. It is ridiculous that someone has to take a day of vacation for this company's irresponsibility.

As far as the W&D, I am still undecided. I know the government has regulations and all the new "high efficiency" laundry appliances are impacted. The Deep Wash Cycle does not fill up above your clothes. Every load there are items that come out bone dry. The technician said it was the spin cycle. I said there is not enough spin to make half a towel dry and entire parts of sheets/jeans/shirts dry regardless of which wash cycle you use. The dryer does not dry all the way. I have dried workout clothes on timed dry, high heat for 120 minutes and they still come out damp. Again, I understand government regulation on the manufacturers but this is not efficiency. This is probably typical regardless of the manufacturer.

I purchased a high end washing machine and the 5 year extended warranty from Bray and Scarff. The machine has broken for the second time in 3 years and the service dept of Bray and Scarff has said the extended warranty is through a third party. We have been without a working washing machine for nearly 4 weeks with no repair in sight. NEVER EVER go to Bray and Scarff. They will sell you any product, but they cannot be trusted for repair. Waste of $1300!

Invoice # T57297
Customer ID [protected]
Salesman: 747 Curtis Thompson
I bought a Speed Queen washer on June 24-2017
It was purchased at your Columbia Maryland location.
At the time I wasn't in a hurry to make the purchase, with the forth of July holiday coming, my plan was to wait until the holiday weekend and buy a washer when they were on sale. I wasn't looking to buy a Speed Queen specifically, but after talking to your sales guy and being told by him that there is a $50.00 rebate on the purchase of the machine, I decided to buy it.
Just recently I decide to contact the rebate company. ( nationwide Marketing Group) to find out why I haven't received my rebate yet. They informed me that I had to buy both the washer and dryer to receive the rebate.
That is not what the salesman told my wife and I. Im sure it was an honest mistake, But I felt compelled, to let your company know about what had happened. I would appreciate it if your company could make this right.
Thank you,
Mark Foor

I used to take negative comments against Bray & Scarff with a grain of salt, but no more. I now have to add my displeasure and agree with the others' negative assessment of Bray & Scarff service. We had Bray & Scarff remodel our entire kitchen, including over $15, 000 in new Jenn-Aire appliances. We purchased the extended warranty, because these were high end appliances and WE THOUGHT Bray & Scarff would actually stand behind their word, but clearly we should have paid more attention to the many negative comments regarding their BS Service (pun intended). You would think that spending over $50, 000 with a company would at least draw a modicum of caring about the customer, but sadly that is not true with Bray & Scarff.

Our Jenn-Aire refrigerator stopped making ice one day. We called Bray & Scarff for a repair and told them the ice maker was broken and likely needed to be replaced. After waiting almost 2 weeks for an appointment, B&S rescheduled the appointment twice forcing us to delay it further because we were going out of town on vacation. When we returned home, we had to wait another 2 weeks for an appointment. The repairman was here all of 5 minutes before declaring "yep, you need a new ice maker, but we do not carry the parts, so we will have to order them. After almost 3 more weeks, the part comes in and then we are told the first available appointment to install the parts was 10 days from now. I told the rep that this was unacceptable, I wanted it installed faster. They stated there was nothing they could do. I asked to speak with a manager. They claimed they were all busy and someone would call back. I waited two days and called again. I was told they were all busy and would call back. I'm still waiting. Wow, how disingenuous can you be? DO YOU EVEN KNOW WHAT CUSTOMER SERVICE IS?

Although the sales people were helpful and seemed pretty good, I can now assure you that I would never again purchase anything from Bray & Scarff. The only company I have ever dealt with that rivaled Bray & Scarff's level of poor service is Verizon, and sadly even they were not as bad as BS Service!

It is very clear that the service division is poorly managed, with inadequate staffing and an obvious lack of concern for customer service.

I've ordered literally over $100, 000.00 from Bray & Scarf for various properties within a short period of time. For the past 6 weeks I've called and left numerous messages and also on occasions spoke directly with the store manager, John Damico. No one will return calls to discuss issue with appliance and service visit. I had to seek service repair from a totally different company not associated with Bray & Scarf. By the way, my appliancescare still under warranty!

Last week John Damico told me he was no longer the store manager and was now a sales person he stated that he would have the store manager contact me it's been seven days and no one has contacted me. I called today and was told by an employee that John Damico IS in fact the store manager. I went so far as to call another store location in Alexandria, Virginia and was also told that John Damico is the store manager.

The fact that they came to my home 6 weeks ago, made sure they collected the service fee; did not correct the problem nor has anyone returned to fix the problem as the technician promised. No one, absolutely no one, is willing to talk. Where do I go from here?

Bray & Scruff company Laurel employees are unprofessional, incompetent, lack fundamental social skills and they are dishonest. I look for sales people that carry big ticket items, such as big appliances to have a lot more understanding about their customer's needs; but this company absolutely does not.
They've ruined this holiday for my family. I couldn't cook for Thanksgiving and because of this company 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 the lack of integrity and concern of how important it was for us to be able to have a working stove top (we cancelled) and oven (we cancelled) Ted, he was very condescending and without apology or remorse for his dropping the ball.
I can be contacted via e-mail [protected]@aol.com

Terrible customer service - purchased $10k in appliances and add on service warranty from Bray and Scarff. Had our contractor install appliances and he needed 5 minutes help from Bray and Scarff to install oven door. Bray and Scarff declined to help directly, said they have a one week backlog anyhow on their service calls, refused to consider it an installation instead of a service call because more than 30 days had elapsed since date of sale, and referred me to manufacturer or private service company I could pay for quick service. Bottom line: AWFUL customer service from Bray and Scarff. Bray and Scarff has dozens of proprietary service trucks and stores and they can't help a customer for 5 minutes who purchased $10k from them -- why didn't I go with AMAZON? Save yourself the add on warranty Bray and Scarff pushes hard at point of sale - all consumer sites say they are worthless and Bray and Scarff won't help you regardless. In fact, use the Bray and Scarff showroom then go to Amazon -- they provide ZERO service once they have your money so why patronize them? Live and learn!

Service Technician broke my dryer but guaranteed it would be fixed within 7-10 business days. It has been 28 days and no one in the service department will return my call.
I have called 3 times this week asking for a manager to call me back and no one has called.

BUYER BEWARE! Do not make any purchases from Bray and Scarff (Cockeysville location) unless you like a cocky manager (Brian) and an inattentive service department.

We purchased a Bosch dishwasher from Bray and Scarff and it was installed 4 days later. We ran it 2 times and it broke (displaying E:15 error code). We called the service department to have someone come out to diagnosis/fix it.

That’s when our problems started. The service department was unresponsive, they never returned phone calls, I was hung up on when put on hold, and everyone I spoke to did not have a clue about the problem (I constantly had to repeat my problem). When a service call was finally setup two days later at 3:00 PM, the technician failed to show up. By 3:15 I called the service department and was told, that I was on the schedule for 6:00 PM. I explained that was not what I was told and that I had taken 2 ½ hours off of work to meet the technician. They were unphased. When the technician finally showed up that evening, he determined the Bosch dishwasher was defective (leaking from a seam in the back). It then took the service department 2 more days (with me constantly following up with them) to get a ‘return exchange authorization’. It then took 4 more days to get on the schedule to remove the defective dishwasher and replace it with a new one; again with me constantly pushing for a date.

The thing we cannot get over was the lack of customer service we received from Bray and Scarff. They knew we were new, unhappy customers. They did not go out of their way to help us or get us on the schedule as soon as possible for a replacement. Why were we not a #1 priority? It has been almost 2 weeks that we have been without a dishwasher. The irony is that we were trying to be proactive by replacing our 11 year old Kenmore which was still working (and never had a problem).

We purchased from Bray and Scarff because they proudly state that they have their own service department, unlike the ‘big box stores’ that contract out their service department. Well, given what we have gone through, I’m certain that we would have gotten BETTER customers service from any other big box store (it could not be any worse). We will be taking future business elsewhere!

Lesson learned - - Make an informed decision before purchasing ANYTHING from this company. Be sure to also check out the 56 complaints related to “Problems with Product/Service” and 7 “Negative Customer Experience” reviews on the Better Business Bureau’s website. We wish we would have before making this purchase. Note: The Customer reviews are not used in the calculation of the BBB Rating…that’s how they still get an A+ rating.