Bray & Scarff

We decided to go Bray & Scarff because of their great Memorial Day deals. Very friendly and helpful staff… not pushy at all and Antonio was able to answer all our questions. In addition, the installation by Jeremy was fast, clean, and perfect. Everyone had a great attitude, friendly disposition, and excellent professionalism.

I bought dishwasher, frig and double oven from them and they were fine. So, I went back for a microwave. The price was $ 404 but they added $ 258 for things like delivery, instllation, backing, recycling. $ 258!!! I cancelled and went to Home Depot who doesn’t charge those extra fees. What a rip-​off. more than 50% extra. Never again

Rating as a 1 only because 0 is not available. We bought over $ 25k of top of the line GE appliances from them about 18 months ago. The light in the refrigerator stopped working and the ice maker stopped working altogether about 6 months ago. They have made 6 service calls, brought the wrong part and/​or diagnosed the wrong problem each time. Neither appliance has worked for 6 months. Each service call required me or my husband to take off work to try and get them fixed. They have finally decided they simply can’t fix them and gave us a generic 800 number to GE customer service so we can duke it out with GE ourselves. I am speechless that a company we trusted with such a large purchase has so completely failed to provide the service we paid for and casually decided it’s our problem not theirs. Do not buy anything from them unless you want to be completely on your own for any post-​purchase issues.

We have purchased several appliances from B&S over the years. Jim Arata has always delivered the best in customer service to us! One appliance did require multiple tech visits, many after the 1 year manufacturer’s warranty expired. Thank goodness for the extended warranty we always purchase! With the increase in technology in most appliances these days, it is well worth the extra expense. It paid for itself many times over on our KitchenAid French door refrigerator which was a LEMON.
Only 4 stars because I would like a greater variety of manufacturers from which to chose. GE, Whirlpool (which makes Amana, Jenn-​Air, KitchenAid, Maytag, and others), and a few lesser known brands are just not enough.
Kudos to Hollie Sweeney in the Service Department at B&S. She was instrumental in helping to resolve the issue of our problem KA frig. Many thanks to her for her assistance!!!

We bought a fridge, range, and dishwasher from Bray and Scarff at Sterling VA for a kitchen remodel this summer/​fall. Brian (Mac) was knowledgeable, helpful, and enjoyable to work with. He, along with the store manager, Jim, helped us work through several issues of delivery and installation over the course of four months, (as, of course, things did not always go to schedule with the remodel), and fully informed us about applicable rebates (which helped greatly.) Our installers, Christian and Dego, were great, taking extra time and care maneuvering over our brand new floors. We couldn’t have asked for a more supportive team. Our appliances have been in and operating since October. They work great. We LOVE them. Brian especially went above and beyond in all aspects of customer service. Thanks, Brian, Jim, Christian, Dego, and everyone at Bray and Scarff. Will be doing all our appliance business with this location for life.

We bought a whole kitchenaid package from this Bray and Scarf location with Refridgerator, Dishwasher, Range and microwave… over $ 12,000. When our microwave stopped working and we called their service, 1 yesr after purchase, we were told our warranty had expired 10 days prior… they couldn’t help us… but they could try to fix for $ 250 or so. Then a guy came to fix it, but never showed up even though we had taken the day off to be there. They rescheduled, sent a guy over who started to fix, charged us for work, then said we had to get another replacement part… which we had to pay for in advance. Two weeks later the next guy shows up and tells us the microwave will likely never work… that steel frame is exposed on the inside which will onlt cause sparking and further destruction… that if it were him, he wouldn’t put the money into fixing it… that it was already virtually destroyed. so if that was the case, why did the first technician not say so? And how was the microwave faulty after 1 year and 10 days. In any event, we received no financial reimbursement, no «going the extra mile» to help us given how much we spent, and had a truly painful experience just trying to get them to come out and work on a fix… we were left high and dry and advisd to buy a new micowave. I don’t recommend doing business with these people, I know I won’t again.

Horrible customer service. We bought a higher end dishwasher 2 YEARS ago and it never worked right from day one. I have had it serviced probably 5 – 6 times in 2 years. The dishes are never clean. The detergent won’t come out of the door and the service guys have blamed it on the dish detergent, the water pump (that they replaced) and even that I shouldn’t be using the pods, but rather the liquid. Now I’m getting a message on the dishwasher that says «Leak Detected». After doing dishes by hand for several days I was anxiously awaiting the repair guy today only to be told he had an emergency and isn’t coming. I hope he and his family are okay, but now I have to wait until Friday and I can’t be guaranteed a time that they’re coming. I’m just tired of the incompetence. We are HOPING this is an installation problem and don’t have to buy a whole new dishwasher but at this rate, I don’t know if we’ll ever know.
I don’t recommend purchasing from Bray & Scarff because inevitably you will need something repaired and that’s where it all goes south.

Bought a brand new appliance stopped working shortly after install. After calling more times than necessary I finally got a repair scheduled, after multiple follow-​up calls they finally came back out to install the part, which did not fix the problem. I have called the store and service center and all they do is pass the buck, so thousands of dollars later and a broken appliance I am still waiting to hear back from B&S. Conveniently, the store also has no formal return policy according to their salesman. Like other reviewers there was a lot of «absolutely» and «no problem» when purchasing and now they surely aren’t singing that tune!

I bought a microwave/​oven combination and a cooktop from them 2 years ago. It was an OK experience — I didn’t appreciate all the «absolutely» and «no problem» you get while your buying your appliances but when there are fit problems, connection problems, follow up problems — all the friendly helpfulness is gone — in a big way.
Two weeks ago a spice bottle fell on my glass cooktop and shattered it. Since I bought it from Bray and Scraff I called them about replacing the glass. They said they would send someone out — which they did. A gentleman came to my house, agreed that it was badly cracked, turned on one of the burners to make sure it still worked — then told me someone would get back to me with costs for repairs. He was there for less than three minutes — charged me $ 99.95 for an assessment that could have been covered by me sending them a photo. It turns out the $ 99.95 is NOT put against the cost of the repairs which both customer service and the «assessment» guy estimated at $ 300 – 400. A week later I get a call from B&S to follow up — overall cost of repairs $ 780.00 — parts & labor. With the original assessment fee — I’m in for $ 880.00.
I checked with two other repair services — both were more than $ 300.00 less. One repair service told me that the replacement glass (which B&S wanted $ 598.00) was available for $ 349.00 online to me. Wholesale to B&S would be less than $ 300.00 and they marked it up 100%? Wow.
I understand that everyone is in business to make money and maybe B&S doesn’t care because appliance repair is not their main business. But I like to be able to trust the companies I do business with and I can’t trust Bray and Scraff anymore.

I bought a refrigerator and a dishwasher from Bray and Scarff. There was a problem with the hot water dispenser in the door of the refrigerator. The dishwasher would not close. They did their best to repair them. When it appeared that they couldn’t be fixed, they replaced both devices. This is customer service! Thank you!

What does it take to repair a dish washer? I called for repair on Oct 8^th. I was told someone would be out next Thursday. A week to get someone out! The repair tech got there on time and said I needed a new control board and pump and I had a leak, my kitchen is on an overhang of the house, I check and the ceiling of the overhang was damaged under the house from the water that had come from the washer. Still no calls from anyone, I called a week later I was told that it has not even been a week!!! What? The paper work for the parts did not go in till Monday. I asked to talk to a manger, no call back that day. I went to the store in Sterling and I was treated like I should be ok with an appliance down now for 3 weeks. I received a call from the repair manager on Friday, someone will be out there next Thursday, yet another week. I received a call today, parts are not in. This is not acceptable. The repair techs should be able to go online find the parts and tell if they are in stock or not, have them ordered with one click and move on to their next job. Waiting for parts should not take two week. When I talked to the sales man in Sterling I asked what the SLA’s are for a down washer, oven etc. They don’t have that. They are not concerned with how long your stuff has been down. In this day and age a company that does not operate on metrics will fail. They have no idea how to improve if they are not looking at what’s wrong.
Bottom line what they sell looks great but they can’t repair it and you will get lip service from sales.

I bought appliances from Bray and Scarf and when my sub zero built in refrigerator wasn’t cooling I called their service department (I didn’t buy the sub zero from them). The service guy said that the evaporator, which was still under warranty after 9 years, needed to be replaced, they would order the part and charge me labor for replacement. In the meantime I paid for the «diagnostic» visit. The service department called me back, said the part was no longer made, and they would send me a coupon good towards a new refrigerator. The sub-​zero is a built in and replacement cost is around $ 8000 and I thought it strange that part obsolescence would occur on a 9 year old refrigerator. I went on the sub zero website where they list service people (Bray and Scarf is listed there) and called a great service guy from Reston who came the same day, He explained that (1) a part under warranty cannot be obsolete and (2) he could fix the refrigerator for a week with a coolant shock for 6 months while we waited for the part to arrive the next week.
I purchased a service plan from Bray and Scarf for the built in oven and dishwasher I bought, but I will never use it. I will find the best appliance repair people on the web for that brand and just write off the cost of the service plans.

Hats off to Bray and Scarff, Jake and Jeremy for all their help. I had never purchased a major appliance without first having a look at the product, but Jake and his team at Bray and Scarff Sterling made this a reality. Interestingly, we had at first opted to install a floor model since we are planning on moving. When the unit arrived, the installers noted a problem with the door and immediately brought it to our attention. I understand these sorts of things can happen, especially with a unit that has been moved several times. Subsequently, I decided not to gamble and went with a top of the line new unit and couldn’t be happier with either that decision or with Bray and Scarff’s handling of the exchange. Jeremy, the Installer, was very professional and did the install on a Saturday. I did not catch the names of the installers who came out first, but I owe them a debt since it would not have been good to confront my wife with the broken door issue right off the bat. Scheduling repairs is never convenient and I would encourage everyone to avoid skimping when it comes to the purchase of something as important as a dishwasher.

Bought an oven and dishwasher from these guys and they were great.
But then made the mistake of going back a third time for a refrigerator.
Big mistake.
Paid the extra $ 50.00 Saturday delivery and the delivery was a no show, but my credit card was charged. No one answers the phone when I call either.
I sent an e-​mail to them on the corporate web site but I’m not expecting a response either. At least American Express will let me file a dispute for the charge they’ve already made and since the delivery is a no show, I hope I can get my money back

Horrible follow up on order. We attempted to buy a refrigerator, cooktop and downdraft here. We did get the refrigerator delivered after many calls, the cooktop we picked would not fit (certainly not their fault) but their lack of follow up has caused us to shop elsewhere. When we got our bill from Visa, not only were the charges for the cooktop and downdraft included but also the extended warranty that we had canceled within 24 hours of the order. I can deal with one or two mistakes, but, promised calls and deliveries not made… NO. Now I know why when I walk in here I’m the only customer. Never again. There is a filtered review from May 29^th that almost mirrors our experience. Unbelievable.

Installation of a gas range worked out fine but be aware a permit is required in Fairfax County when installing a gas range.

I am not sure what is going on with this store but the service we have received is HORRENDOUS. I should have known when I began working with Dennis to get prices on a set of appliances for my kitchen, which I was remodeling. You would think a customer who is buying a refrigerator, double oven, dishwasher, stove, floor tiling and countertops would get decent service. Not so. I practically had to beg for the pricing, which was delivered a week late and only after I had to call three times.
During installation one lady ordered the incorrect amount of tile and set the project back a week.
Now my refrigerator is acting up and it is under 6 months old– B&S’s «tech» is a filthy slob of a man who came into my house, cursing at the appliance in front of my little kids. This is his second visit as we had a stove issue that he could not fix– couldn’t fix the refrigerator either so we have to find someone else. Our refrigerator has been down for 14 days and no solution is in sight.
I’m disgusted with the service and treatment we have received and I wish I had gone somewhere else.

I had the pleasure of working with Jim Arata (manager) while buying my washer and dryer. Jim was patient, knowledgeable, kind, and FAIR. When dealing with him, I always felt that he was telling me the truth and helping me to pick the best option, not trying to ‘up-​sell’ me. Bray & Scarff is willing to price-​match to compete with local chain stores, so I was more than happy to help a local business and not overpay. I would recommend the store and Jim if you are out appliance shopping.

Easy to deal with until you have a problem. Bought several appliances including, double wall oven, cooktop and dishwasher. Installation was poor but Customer service even worse. In the first week, cleaned the Jenn Air cooktop with soap and water as recommended and the laser etched markings came off. When we told the story they basically called us liars saying it was impossible. Even though we purchased an extended warranty, their best offer was for us to pay $ 900 for a replacement for the $ 1600 cooktop, making our outlay $ 2500, totally unacceptable.

My husband and I bought several kitchen appliances from Bray and Scarf. When the microwave came it was dented and took forever to get a replacement. Our glass top stove also had trouble and the paint was bubbling off. Again, service was horrible. I purchased an additional warranty and they still gave me trouble about fixing the stove. The customer service is the worst. Don’t buy from here!!!