Complaints

This profile includes complaints for John Boos & Co's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  John Boos & Co

  3601 S Banker St Blue Point, IL 62401-2899

• 

  John Boos & Co

  507 E Fayette Ave Effingham, IL 62401-3642

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a **** **** ************************ Reversible 24x18x2.25 as a gift January of 2023. The cutting has been used a dozen times maybe and is permanently on my **************. I maintain the board monthly when I condition my other boards - as directed by conditioning on all sides. The board has never been water submerged as it large, heavy and has only been hand wiped /dried down as needed. In December I noticed/saw that the board has split/cracked in multiple areas, as such I immediately reached out to **** **** customer service and online purchase customer service. I included photos in my emails for the company to review. The board is currently selling for $200.95. I have not heard a peep from a representative of **** ****. I have much less expensive boards that I use daily and though cost a lot less than $200.95, I maintain and care for just the same. Those are in all older than the ****************** and in excellent condition with no splitting, cracking or defects. The ********** doesnt even show signs of use and is splitting/cracking!! This company stands on its name and reputation as well as boasting the highest quality and craftsmanship yet have not bothered to even issue a response to a customer who provided them with this information and photos of this inferiority of quality and craftsmanship of their product. That does not reflect confidence in their products nor true belief of the quality and craftsmanship but above all it does not show consideration of customer care, service or satisfaction. How disappointing?!!! You get what you pay for does not always hold true, particularly in this case. I am so unhappy and cant bear to give this news to the one who gifted me this board I so desperately wanted and appreciated. That appreciation is lost. A response from the company would have been a most appreciated Christmas/New Year gift. I know I will not purchase or recommend a Boos- I cannot in good conscience.

  Business Response

  Date: 01/02/2025

  I am very sorry to hear the lack of communication we have had.. The Proof of purchase for the customer did not come through, and I would need to identify the board along with the Ship to address..  I reached out to the customer direct about this also.. We want to make this right by the customer 

  Customer Answer

  Date: 01/02/2025

  As mentioned, the **** **** ************* was given to me as gift.  As such, the receipt/proof of purchase/invoice is not in my name but the name of of my son ********* *****.  I was very hesitant to ask for the receipt as I knew telling him what has occurred with the board would be very upsetting news to him.  To many $200.95 is not a lot of money but to him and our family that is costly and a very generous gift.  That being said, naturally he/we expected a superior quality product.  Not something that is cracked/splitting apart within one year and now by all standards unsanitary for use.  

  I hope this information will help expedite an amicable resolution to a most unfortunate. unexpected matter.

   

  ***** *****

  Business Response

  Date: 01/03/2025

  We have received all information from the consumer. We are sending them a new board to the address they have provided. 

   

  A new board will ship to the consumer by 1/10/2025

  Business Response

  Date: 01/13/2025

  I have attached a few emails from ***** *****.. I hope these are helpful 

• Initial Complaint

  Date:08/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some butcher block and a care kit from *****************. They shipped it via **** and *** delivered it to a pickup center. When I went to pick it and several other packages up, the box was completely empty. I did not notice at first as I was picking up several packages, but when I did notice I filed a complaint with both *** and ***************** as instructed on the packaging. *** concluded their investigation and decided there was no error on their part. I repeatedly contacted ***************** on the customer service email they provided with no response.

  Business Response

  Date: 08/09/2024

  Good afternoon 
  
  
  This is our apologies, as your email has went in our quarantine emails, and we did not see this.. 
  
  We do apologize for the inconvenience
  
  
  We will be happy to send you a new board for the units that you did not receive 
  
  
  Looks like the board you were missing was the CCB151503 and we will send you a care kit along with it.
  
  
  We do apologize. 

  Customer Answer

  Date: 08/15/2024

  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. The package was received yesterday with all items ordered.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:11/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 11/14/2022

  I have attached out warranty.. 

   

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

  Customer Answer

  Date: 11/15/2022

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

• Initial Complaint

  Date:08/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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