Bray & Scarff — Attraction in Bowie

We had a very good experience when we bought 4 appliances from them. We also purchased the extended warranty because they told a good story about the high quality of their in house service. Our washer quit working in the second year on the first day of school - a Monday. My wife called the next day and we were told that Friday was the earliest they could come and that our warranty had expired. So we looked up our paperwork and they were very apologetic. Later we found out that they only service our county 2 days a week, which they had failed to mention when we bought it. The service man showed up and found that we had it stacked and in a pan - exactly as they had installed it. He was alone and could not do anything. They said they would come back in another week on Friday. We called to point out to the manager that they should have known and he was nice, but did not manage to get us an earlier appointment. When they came on Friday, they found an adult sized sock had been sucked into the pump and told us that the warranty did not cover that strictly speaking but that he would fix it anyway. He said that we violated the warranty by not putting the socks in a bag to wash them as our manual dictates. They did cover it but we were warned it would not be covered again. We checked the manual and it only applies to infant socks. Our main complaint here is that we were sold on the service and it appears that they are potentially being deceptive (at worst) or should have been more up front with their business practices (at best). We are in the market for some more appliances and had planned to buy from them, but I am not sure they are any better than a...

Our dishwasher recently quit on us and we needed a replacement. We went to all the big box stores (Home Depot, Lowes, Best Buy) in search of the brand/models we had researched online. When we inquired about the differences in features within the brand we were looking at, we got little help or advice. We were left to figure it out for ourselves. When we asked about placing an order, we were discouraged from even doing so and informed that appliance orders were taking at a minimum 8 weeks to get in.

A friend recommended we try Bray & Scarff and we were directed to the services of Butch Affeldt, store manager at the Bowie, MD location. We called Butch to see what they had in stock and available. They had several options within the brand we were wanting and when we visited the store, he walked us through the differences in the models. Butch anticipated that it would take about 10 days for delivery but noted in our order we would take delivery as soon as possible if there was an opening in their schedule. We purchased on a Sunday, got a call that Monday that they could deliver/install the dishwasher on Tuesday! Installation crew was very efficient and took every precaution with respect to COVID protocols. Butch followed up with us several times via email to insure we were happy with our purchase.

Then, a few weeks after our purchase, we received a handwritten thank you note from Butch, thanking us for our business. You won’t get that from a big box store! Excellent service and experience from start to finish with Bray & Scarff. We will definitely rely on them again for future home...

All in all, a mediocre experience. There was some confusion during the purchasing of the wolf professional cooktop. The sales person was trying to charge me for a permit for Montgomery county, but I live in Calvert county. It took some strong convincing on my part to keep her from charging me. Makes me wonder how many other customers were charged unnecessarily. On to the delivery. They told me to call them two days before the counters were installed. I did that. A week and a half later, the site survey team showed up and checked the cut on the counters. All seemed good. Another week passed and after several calls, I can finally schedule a delivery. At this point I'm informed they want $750.00 because their site survey team said the counter opening needed additional cutting. I went ballistic! Flashback, during the purchase, they wouldn't give me a template for the cutout, told me to tell the countertop installers to looking it up on the website. I told them, no way in hell was I paying them $750. And certainly not upfront. The counter installers used the wolf diagram from the wolf website. After talking to the manager, and some checking, they determined they'd made a mistake, and the counter didn't need additional cutting. So at this point I find out they have not even ordered the stovetop I paid for over a month before. Three weeks later the stove is finally installed. Since the wolf stove tops are not discounted much by dealers, there was no advantage to using Bray & Scarff. They happened to be the closest to me. Too much angst...