ComplaintsforJohn Boos & Co

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a John Boos Block Chop-N-Slice Maple Wood Edge Grain Reversible Cutting Board from Amazon in August 2023. I was out of town on business and my husband inspected the board and informed me it had some defects on the side of the board. He therefore did not open the plastic wrapping because he knew that would not be satisfactory to me and I would want to exchange it. I contacted John Booz to let them know but then they asked me to send pictures which was inconvenient since I’m out of town a lot. When I finally was able to take pictures, I emailed the rep that instructed me to send the pictures but she no longer works for them. I found this out after I received no response. Another rep then advised me to return the board back to them at my expense. I found this request outrageous since I was sent a defective board. I was merely requesting an exchange. I have emailed them regarding this but they have gone silent and don’t even have the decency to respond.

  Business response

  01/15/2024

  Hello,

  I am sorry to hear that you received a cutting board that you are unhappy with.   We will send you a replacement board without any return of the original one.  

  Best Regards,

  **** Sieben 

• Initial Complaint

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a custom table top and paid in full. (January 4, 2023)Charged me another ****** to deliver it from the street to my front door. (about 20 steps). Being a senior citizen, I couldn't lift it. One delivery person came and dragged the wooden pallet from the curb to my porch, Ruined the walkway in the process.Table was NOT as described and when I called was told the photo is approx. 10 years old on the internet. How is the consumer supposed to know that? I refused the table top. I am now out ******. In total I paid ******* I bought the top through, Kitchen Source and they tried to intervene. They said ***************** was difficult to deal with. RUN FROM THESE COMPANIES.... I see other complaints as well.

  Business response

  02/27/2023

  Hello,

  I am very sorry to hear that you had a bad experience with purchasing a ***************** top.   The carrier (XPO) sent us a photo of the refused top.  I am a little confused as this box does not look like it was opened at all, see the attached photo.  The plastic strapping is still intact and was not cut to open it.   When we ship these wood tops the face of the top is shipped facing down. When you open the box you are looking at the bottom side which is not pretty like the top surface. 

  The shipping concern is not something that ***************** has any control over.   Carriers basic charge is for standard curbside delivery.  This means the carrier will pull up as close to the residence as they can get.  There must be someone there to assist in get it off the truck and down to ground level and sign for the delivery. Any extra services such as liftgate and inside delivery (taking it up to the garage) is a extra expense.  These charges come direct from the carriers.  This is not a small item that can be delivered by UPS. 

  Can you please tell us what was wrong with the top that you refused it?   We have not yet received it back in order to inspect it ourselves. 

   

  Best Regards,

  *********************

   

   

   

   

   

  Customer response

  02/28/2023

  Complaint: 19498039
  
  I am rejecting this response because: The table top WAS opened (see photo). The dark piece does not match the rest of the wood table at all. 

  Also, see photos of my damaged walkway. The delivery company XPO logistics, did NOT charge for the delivery as I called them about it. 

  I contacted ***************** and they were extremely rude.  They charged me for a "restocking fee," and refused to assist me. This was not a table top pictured on their website.

  Where is the quality control?  I saw many complaints online about ***************** so I am not the only one!
  

  
  
  
  Sincerely,
  
  *************************

  Business response

  03/02/2023

  Hello,

  Thank you for sharing the photo's.   The only one I had previously showed the box with the intact strapping.   John Boos & ** is having the top returned to us and will issue credit for the top and freight charges to the dealer.  There is no restocking fee from ***************** to the dealer. 

  I did not mean to mislead on the freight comment.  The carriers bill us for the freight charges and we in turn bill our dealers.  We do not set the freight rules or cost. 

  On a personal note I have quite a bit of cement at home and it frequently get marks on it.  Generally these are areas where the collected dirt has been scratched off.  The marks left should wash away.  You can help it along by putting some bleach on it and brushing it with a broom and then rinsing it. 

  Thank you for your patience and understanding. 

  Best Regards,

  ********************;

   

   

  Customer response

  03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted John Boos because I bought a butcher block from ***** less than a year ago, and now the board is all split and warped. I sent them photos detailing the defect and that this was maintained properly and also bought $50 of John Boos mystery oil and board cream just to keep it in good condition. The rep, ****** *****, denied that I maintained it properly insisting that I stored in wet conditions, which is not true. They seem to make a lot of false accusations to cover up for the defect in the board. This is a very expensive board and I wish to have this replaced. I've purchased cutting boards for a 1/10 of the price and have used it for years without so much as a crack regardless of maintenance and the Boos board cracked and warped. I've gone back and forth with the Boos rep but she kept insisting that its my fault, whether I didn't store it correctly, or the packaging around the board was compromised all because of me. None of this is true. All signs points to a manufacture defect here and I would like John Boos to correct this situation by sending a replacement please.

  Business response

  02/21/2023

  Hello,

  I am sorry to hear that you are having trouble with your John Boos cutting board.  The cutting boards are to be oiled once a month.  This keeps the moisture in the wood from getting imbalanced and causing warpage.   Not oiling the cutting board also causes the wood to dry out and crack/split apart.   Care and maintenance instructions are shipped with each board.

  From my understanding this cutting board was purchased and not oiled for 8 months.   The best way to remove the warping is to oil the board on all sides and then wrap it in plastic wrap. Any splits would need to be filled with wood glue.  Let the board sit flat with some weight on it for at least a week and then repeat. It might take a few weeks for the warpage to leave. 

  This cutting board was purchased from ****** and John Boos does not sell direct to ******.  Therefore ****** has a 3rd party company selling them on their website.  Have you contact ****** about this issue?  

  Please advise. 

  **** ******   

   

   

  Customer response

  02/22/2023

  Complaint: ********
  
  I am rejecting this response because:

  this cutting board was never taken out of its original packaging and has always been stored properly from the day I bought it till the day I started using it. A $300 board like John Boos should not immediately warp after 3 or 4 uses. I've purchased $50 boards that I don't even maintain at all that had lasted me for years. This in my opinion is a manufacturer defect. The John Boos customer service rep that I spoke with from the first email placed the blame immediately on me not maintaining the board. However, as I mentioned to her that if the company is storing its products in a warehouse, I wouldn't expect the company to take the board out of its packaging to oil it every month. The packaging should protect product till its sale to customer. As I haven't even removed the butcher block from the original shipping package, this board shouldn't just warp and crack after 3 or 4 uses.

  No consumer should and would pay $300 for a "quality" product that has zero margin for error. Quality products should be able to overcome these things. Boos butcher blocks is suppose to be in that category of high quality or am I living in the past? I do believe I should be provided a replacement with the 1 year warranty. Defects do happen with manufacturuers regardless of their brand status, and I believe the board I purchase contains a defect.

  
  
  Sincerely,
  
  **** ****

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a large John Boos butcher block table from ******** ********* **** Jan of 2021. The NFM no longer carries the John Boos line of products and was directed back to manufacture, John Boos. Paid $2005.00 for this product on 1/11/2021 and it was delivered 2/24/2021. The top of the table has separated between the blocks. I called the manufacture, John Boos, and they informed me that they only have warranty for one year from date of purchase. They informed me to take a clamp and some wood glue and try and repair it myself. I am a bit upset that a company can sell a hand-crafted item for $2000.00 and not stand behind it due to a manufacturing error.

  Business response

  11/14/2022

  I have attached out warranty.. 

   

  Please send some photos of the defect for review with our company 

  Customer response

  11/15/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Here are the photos.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Boos stainless steel table from ***************** and paid $2000. when the table arrived the top was covered with scratches and deep gouges. ************* said that the Boos company needed photos of the damages in order to make restitution, so I provided such photos which took a long time to take. They sent the photos to Boos. Then they claimed that Boos would only provide a stainless steel repair kit. I think I'm owed my money back.

  Business response

  09/12/2022

  The table the *********’s  ordered was purchased from our dealer ************.   We have contacted *** the carrier to pick up the damaged table and are filing a claim with *** for compensation.  We will be crediting our dealer ****** so that they can refund Renate ********* for the table.   The ********** will need to have the table back in the box and taped up so that the carrier can pick it up.

   

  Attached are two emails with the photos we received.  We had offered to send a red rag to buff out the scratches however Renate ********* did not want to do that.   Again we are issuing credit to our dealer for the table.  They will need to speak with ************ about getting credit from them.  The dealer is not owned or operated by John Boos & Co.

   

   

  Best Regards,

  Sales Support Manager

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a cutting board from Amazon that is a Boos cutting board. I even purchased the cream and oil to condition it, which have have done every single week since purchasing it in December. The board has cracked and bowed and is completely dried out. I contacted the company to see if they had a warranty for their product and they said that they do, I just needed to send in pictures and answer a few questions. After sending in everything, I received a response from their customer service that said that I was abusing my board and that my warranty was void.

  Business response

  08/17/2021

  Hello,

  Our warranty is for 1 year for items with defects in materials.  The item must be maintained properly as per our instructions.  The reason the replacement was denied is because it looks like the board has either been ran through a dishwasher or left to sit in liquid which would void the warranty.    A board that has been properly cleaned and oiled does not bow up as this one has in the photo. 

  If Miss ***** would like to send the board back to us we would be happy to do a inspection.   Maybe the photo is not telling us the correct story.

  The board may be sent back to:

  John Boos & Co

  3601 S Banker ST

  ATTN:  Lisa Sieben
  

  Effingham IL 62401

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩