Complaints.com

From: Message Author
Date: Saturday, 07-Jul-07 17:46:56 CDT

Business Info

Bray & Scarf - Cockeysville Maryland

Purchased all of our appliances for a new kitchen here. Salesperson was =

terrific.=20

1 Kitchenaid convection range and stovetop

1 Kitchenaid convection wall oven

1 Kitchen Aid Built in Microwave

1 Kitchenaid Refrigerator

1 Kitchenaid Microwave

The range never worked from the day they delivered it - March 14. Got =

the runaround from a very snotty service manager. 3 weeks before they =

would come to look. Called our service guy. He promised one week (on a =

brand new appliance!!) They never showed and the service manager claimed =

she had always said 3 weeks. Service guy tried to convince me that the =

oven worked, but his test thermometer revealed differently. By then the =

microwave was acting up. He ordered parts for all and promised we'd =

hear in a week. Weeks of no call backs or telephone calls of ridiculous =

conversations and excuses. Once one of the service managers suggested =

that the appliance did need to be replaced and not repaired, and that =

she would have the head of service call me within an hour. Im still =

waiting for that telephone call. My sales guy took it upon himself to =

intervene and arranged for us to have the products replaced. Twice that =

appointment was cancelled by service claiming the appliance never came =

in. And by the way, they didn't know anything about a microwave oven =

needing repair or replacement. Finally called Mr. Scarf himself, who =

didn't seem surprised, but took an interest. He told me at 11am he'd =

call me back in one hour with answers. At 4:55pm head of service (not =

Mr. Scarf) returned my call "I received a telephone message on my desk =

to call you. How can I help you?" (as if he never heard of me) and =

while we were supposedly hashing it out, he took another call and I =

became disconnected. When I tried to call him back, the service dept's =

answering machine advised me that they were closed for the day. He, of =

course, never called me back. The next day was his day off. Finally got =

one of the company's managers who actually seemed incensed about the =

entire ordeal (YAY!). Unfortunately, the soonest he could get us new =

product was three weeks. Schedule it? Sure.=20

The week of I called our sales guy to check to see if I should bother to =

sit home and got the store manager, who was in the know about the entire =

ordeal. She called me back with the news that the product is in the =

warehouse and as long as no one does "anything sneaky" it should be =

delivered as scheduled on Friday. Anything Sneaky I exclaimed??? Well, =

she explained, that often when products are backordered as this one =

apparently was, since the warehouse was down outside of DC, sales people =

have been know to come and tag it on Thursday -- not that I should worry =

about it. Finally Friday arrived and the delivery guys installed the =

new microwave and range. This was June 2. I had not had use of a stove =

or microwave in my brand new kitchen in all that time. If it had not =

been for the second wall oven, I wouldn't have been able to cook at all. =

By the way, we have discovered the self cleaning element to be faulty, =

but ironically we have purchased a new house and decided not to =

aggravate ourselves any further. In the meantime, we are now renovating =

the kitchen in the new house, and you can be certain we are giving our =

business to Jarvis Appliances up the road, -- who have no complaints on =

this site!! We also caution everyone we know about our experiences. =

That is what happens when you have poor customer service! =20