Bray & Scarff — Local services in Falls Church

FINAL UPDATE: The store manager called me to apologize. He said the sales rep should not have promised me a specific window and should have explained that the window he gave me was just a request to the delivery department. The actual delivery window isn't determined until the day before the delivery. He also apologized for my call not being returned.

In view of this, I upped my rating to 5 stars. I may be buying a washer/drier in the next year or so and will look into getting it a Bray & Scarf.

UPDATE: After I posted the review below, my sales rep called. He said that he had called their service department to ask that my delivery be made within the delivery window he originally gave me. Yes, the delivery did come within that original window. (It also came within the overlapping window they later gave me the day before delivery.)

It would have been nice, though, if they told me that they were delivering within the original window. (Because they didn't, I scrambled to figure out what to do if they delivered in the later part of the second window they later gave me). And, it would have been better if they had actually returned my call, instead of blowing off my follow up text.

Given the sales rep's call, I'm upping my star rating to 3, since the actual delivery was great and the sales rep was very helpful.

ORIGINAL review:

Should have listened to my friend's warning of bad customer service. They refused to schedule my delivery during the delivery window that they gave me, and didn't tell me that until 2 days before delivery.

I told the sales rep that I live in a condo and needed a delivery window to reserve the freight elevator. He gave me a time frame, and I called and confirmed that delivery window with my building's consierge. The consierge said there was a move in scheduled right after my delivery, so the delivery couldn't be any later. I told the sales rep that. That delivery window was even listed on my sales receipt.

Two days before delivery, I got an email that B&S would give me the delivery window the day before delivery. I called B&S, and was told he would call their delivery dept and call me "right back." Not hearing back several hours later, I texted and got the reply that they don't schedule delivery times until the day before delivery. He was no help at all.

The salesman gave me a delivery window at the time of sale, and it appeared on my receipt, but B&S refused to schedule my delivery during that window.

I should have listened...

we've used Bray and Scarff for quite a few appliance purchases over the last 10 years or so - dishwasher, refrigerator, and just recently, washing machine. we spoke with Pablo Vallejos when we visited the Arlington store. He was very courteous, professional, and knowledgeable and is GREAT at customer service. He listened to our needs and suggested a well-rated dishwasher (I checked ratings online while we were in the store), and then calculated a price (and I checked online - the price was considerably less than I could find anywhere else). also, bray and scarff doesn't load up the price with costly add-ons (for delivery, set-up, removal of an old appliance, etc.). Not a big deal, because I compare the final price online, but i always view excessive add-ons an insult to the consumer. If only car dealers would adopt the Bray and Scarff approach!

he clearly explained the invoice he presented to us, explained how to apply for the rebate they offered, scheduled delivery/installation, and said we could contact him with any questions we had. we were very impressed.

we opted for the extended warranty (we tend to be heavy washing machine users), and Bray and Scarff offers a nice added feature - if you don't use the extended warranty at all, you get the the full price of the warranty as a credit towards another purchase.

I couldn't figure out how to write a new review on Google, so I'm editing this review to add info about another Bray & Scarff purchase we made in late April. We needed a dryer, and after doing our online research, we visited Bray & Scarff. One of the managers, Matt Bernier, helped us. He was very friendly, gave us great info on the dryers we were considering, and didn't press us to make a decision. I did a quick online search for the lowest price of the dryer we chose, and showed Matt the results. He offered to meet that lowest price and completed our purchase efficiently. He was great, and made the shopping experience a pleasure. Installation went exactly as planned (on the day and in the timeframe promised), and the two fellows who did the installation called before they arrived. They were efficient and completed the installation very quickly and exactly as we asked.

If you are planning an appliance purchase, we suggest you should give Bray and Scarff and their team a chance to wow...

I pretty much never write reviews, but I feel compelled to give a warning about how terrible our experience with scheduling an appliance repair has been with Bray & Scarff in Arlington, VA.

We purchased an oven, range, and refrigerator in 2017, and honestly had an easy and positive time with that. The salesperson worked with us to find something of the right dimensions and style. Come March 2022, and that house has since become our rental property. Our tenants noted that there was an issue in which the oven door wouldn't stay closed. Because the appliances we purchasd are a less common brand, Bray & Scarff was our only option for the repair - and we had had a good experience, so why wouldn't we go with them?

I won't bore you with too many details, but it's now May 2022, and we have had to reschedule the repair 3 times because of administrative mistakes, have been refused written documentation detailing the exact items that need to be ordered as well as the cost, and the technicians just finally arrived to complete the repair, only to have had the wrong items ordered. So our tenants have been without a working oven for 2 months - and we have been unable to speak to any managers, get any more information, or even have written receipts of services rendered or planned.

They carry nice appliances, but buyer beware if anything goes wrong and you need replacement parts or are working under any semblance of a timeline - these are not the people who will help you.

Update: it's been two weeks, we finally had technicians come to fix the oven, but the wrong part had been ordered - for the second time. We still haven't recieved anything in writing, and the "escalations department" has done, from our point of view, zilch. They responded promptly to this review, but have since been failing to communicate with us at all.

Update #2: it's been another three weeks, and for the third time, the wrong parts had been ordered, so we are still waiting for our oven to be repaired. We haven't received anything in writing despite requesting it every time we speak with someone. The corporate escalations department has stopped responding to our emails and phone calls. At this point we will be reporting to the Better Business Bureau, and I cannot stress enough that you should not count on Bray & Scarff for...