Bray & Scarff

Category:	Appliance Store
Address:	6435 Dobbin Rd, Columbia, MD 21045, USA
Phone:	+1 410-992-4122
Site:	brayandscarff.com
Rating:	4.5
Working:	9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–7PM 11AM–5PM

Location

Photos 35

Reviews 4

Lawrence Leak

Dear Mr. Dodson, CEO: I recently renovated the kitchen in my home and used Bray & Scarff for the entire project. My Bray & Scarff experience began with Randy Evans, the store manager for your Columbia (MD) store. Mr. Evans is, without a doubt, a very fine professional, a knowledgeable salesperson, and a superb human being. Randy walked my wife and I through your inventory of kitchen appliances. He thoughtfully and thoroughly responded to all our questions and also provided additional insight on matters that had not occurred to us. At the end of our initial meeting, Mr. Evans said that he wanted our business and I sincerely felt he meant just that! A couple of days later working with Mr. Evans, we bought a wall oven comb, café refrigerator, cook top, telescopic down draft, and dishwasher from Bray and Scarff. Mr. Evans faithfully worked with us throughout the entire process until delivery/installation dates were completed. He also provided valuable assistance with the applicable manufacturer/Bray & Scarff rebates on all our appliances, installation costs, and delivery charges. Mr. Evan introduced me to Mr. James Churco, one of your design consultants, to assist with our need for new kitchen countertops. Mr. Churco is also a seasoned Bray & Scarff professional who knows his trade and enjoys the professional practice of kitchen design consulting. Truly, I do not think I could have had a more skillful design consultant working with me on this phase of our project. Over a series of fruitful meetings, Mr. Churco helped us understand the many choices of kitchen countertops before we selected Cambria and our choice of tile for the backsplash. With kitchen appliances, quartz countertops, kitchen sink, and garbage disposal purchased, my attention turned to a coordinated execution of the delivery and installation of my new kitchen. The customer side of me wanted the execution of the delivery and installation of my new kitchen to be perfect. As a realist, I know that very few things are perfect. What made the delivery and installation of my new kitchen perfect was the professionalism of your entire Bray & Scarff team. My perfect experience began with Randy Evans and then Jim Churco on the sales side of Bray & Scarff. On the KitchenWorks Department side of Bray & Scarff, you have the very capable Ms. Melissa Nkwanyuo, who is a real asset at your organization. Ms. Nkwanyuo coordinated the delivery and installation of all that Bray & Scarff provided for my kitchen. She worked with my personal schedule and kept me up-to-date throughout the entire installation. She is simply superb. The perfection continued with Cliff (with his crew of two others) and the careful delivery of 5 kitchen appliances and the skillful installation of my wall oven combo and refrigerator. The removal of my old wall oven and refrigerator was done efficiently and cleanly. Next, came an electrician who quickly wired my kitchen island to appropriately power the cook top and telescopic down draft. Followed by Mario and Miguel, two more Bray & Scarff professionals who efficiently dismantled my old kitchen countertops and then expertly installed my new cook top, telescopic down draft, sink plumbing, garbage disposal, and dishwasher once my Cambria countertops were installed. When there was a hiccup with the backsplash tile installation, Mr. Tom Shearer and Mr. Keith Robinson immediately stepped in promptly and addressed the matter with your subcontractor to my satisfaction. I tip my hat to the entire Bray & Scarff team for making customer service a big priority and my entire Bray & Scarff experience just perfect! Sincerely, Lawrence Leak

Joel Benge

Sales and installation at this location have always been as expected. You get what you pay for. Service, on the other hand has been very disappointing. During a kitchen project (not B&S) our three-year-old dishwasher and range were damaged. The contractor discounted the contract so we could get the nearly $900 in service done through B&S. We have been waiting months on a range part (a stainless-steel fascia panel) and keep getting sent opened/used parts. The tech comes out, unwraps the part, and discovers the used part wrapped in saran wrap. Then we have to reschedule. This has happened twice and the part is typically backordered (probably why they keep getting used parts). Simple communication while we wait and the tech CHECKING the part before coming out would go a long way. The worst is that the tech damaged the hinge spring on the dishwater when he was here and B&S now want to charge me $160 to fix it. It was fine before he came out for an unrelated service (another scratched panel by the other crew). Ridiculous to expect us to bear the cost of an error from their tech. Apparently, technician damage is "not covered" under the extended warranty we purchased. I spoke with "Holly" the service manager to request a management exception under her prerogative and was told I would receive a call back. I have gotten no reply in about two weeks, despite calling and leaving messages. I have half a mind to cancel the remaining range services and have someone else do it. As of now, Bray and Scarff will get no more of my money

A Private User

While the initial purchase experience of Bosch washer and dryer were OK. The installation left a bit to be desired and they needed to return. I recently needed a repair - and that experience was horrendous and I would recommend that no one ever - ever use them for repairs. While they stated their process - the time frames were not. We had a simple repair - and they were out within 24 hours to look at it - I now think their strategy is to collect the $90 estimate fees and be happy. They came on a Thursday and did not call back with their "estimate" for a week. If I had approved the estimate then they would order the part and in 4-5 days call back to set up an appointment. The result would have been more than a two week wait for this repair. In frustration I called another appliance repair service. For these people, I snapped a picture and sent it to them of the latch that needed to be replaced along with the serial number tag on the door. They called back in 10 minutes, gave me the price, and arrived two days later and installed it. The total cost for Bray and Scarff would have been $250. The total cost with the alternative was $138. I would add the part cost $28 and they upcharged it to $42 - so they are making money in a lot of different ways. Bray and Scarff may have good products - but dont ever use them for a repair.

Joanna L

B&S has a nice selection of higher-end appliances at good prices but its the customer service that sets them apart from all of their competitors. Several years ago, we purchased our stove & over-the-stove microwave from B&S. We were very pleased with their knowledge, the time they spent with us explaining different features, and the fact that they do not contract out their installation services. When our fridge broke 2 weeks ago, we went straight to B&S. This review is primarily for that experience and I cannot recommend them highly enough. After speaking for a while with Al D., we chose a new bottom freezer with french door model fridge, in SS, even though the rest of our kitchen was black, simply because it was cheaper. However, the delivery guys had a hard time getting it into the house and it was badly scratched. As a result, we returned the unit. B&S worked with us over email and by phone, took the old unit back with no hassle, and even replaced it with a black unit (even though that model was more expensive) - at no charge. Both deliveries were within days of each other, the delivery guys came on time and were very nice, and we could not be happier with B&S. When buying appliances in the DC area, there really is only one place to go.