OT - NIB Boos end grain warped Boos CS response

Ozzie_Isaac

Not sure my thoughts on Boos right now.  I was presented with a beautiful 20×15×2.25" end grain maple board.

Problem is it has a wicked bow in it.  It is 1/4" from edge to edge.  Way to much for a wet paper towel to fix.  It spins like a top.

I contacted Boos and here was their response:

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This warping is caused by imbalance in moisture, you will want to oil it liberally, wrap it with saran wrap to keep the oil and moisture in, then lay it on a flat surface that it not granite or concrete so it can acclimate to its surroundings. You will need to leave it wrapped for a couple days, you can even add a bag of flour or sugar as weight to help the process. Warpage is not covered under warranty, but following these instructions should take it back to its normal state.

 

Thank you,

Customer Service Representative

 

John Boos & Co.

3601 S Banker Street

Effingham, IL  62401

Ozzie_Isaac

I have another Boos board and other wood boards.  None have needed this type of fixing out of the box.  Especially a $200 board.  Am I expecting to much?  Am I just spoiled by all the awesome vendors we deal with via this forum?

Ozzie_Isaac

lousubcap

Given your past experience with the company, I would say you are not expecting too much.  I find it hard to believe the extent of moisture imbalance that would cause that level of bow.  No question that moisture can impact the alignment but 1/4" on your board is an outlier.  I would have a civil conversation about what level of bowing is acceptable when it goes in the box (I'm betting somewhere around zero) and go from there.  
No experience with wood cutting boards, but plenty of run time with kiln and air dried ash and maple 37" x 3" rounds.  And I recently slept in a Holiday Inn Express. Good luck and keep the pressure on.  

kl8ton

That stinks.  Is this something you can return and re-order, hoping your new one is flat?  Amazon spoils us.  You can return almost anything for any reason and you get your money back.

Photo Egg

Never would have believed a quality, end grain board would warp that much prior to use.

DoubleEgger

I'd just return it since it's new.  If you start messing with it, then it's yours regardless. 

Kayak

I'd say it's time to argue with them. Wood doesn't really warp that direction, and their instructions for fixing it don't make sense. The odds of it staying 'fixed' are next to zero.

Jeremiah

Take a picture of it in the trash can and start a thread on how terrible they are....

jeffwit

You can use my trash can...

nolaegghead

Warping like that is normal and will occur if the board gets wet on one side before it is seasoned with oil.  It should return back to normal when the moisture evens out.  This can happen to any wood board.  Get plastic.

Eggdicted_Dawgfan

Give it 3-4 days, if it still spins like a top I would simply return it with a copy of the picture showing the 5/16" bow and tell them how unhappy you are with the board. Have they seen the picture? 5/16" is a lot for an end grain board of that size to warp. 

Edited from 3/8 to 5/16. I can't read a ruler appreantly. 

Ozzie_Isaac

Eggdicted_Dawgfan said:

Give it 3-4 days, if it still spins like a top I would simply return it with a copy of the picture showing the 3/8" bow and tell them how unhappy you are with the board. Have they seen the picture? 3/8" is a lot for an end grain board of that size to warp. 

I sent them a picture.  They seemed very unconcerned. Biggest issue was it was a gift.  I didn't want to inconvenience the gift giver.  After their response, I guess I will trouble my friend.

Oh well, I will not recommend Boos anymore unless you see it and check flatness first.  They have always been my go to for my boards and recommendations.  If a 1/4"+ warp out of the package is fine by them, its time to move on.

Eggdicted_Dawgfan

I agree completely. I'm sure the person who cared enough to give you such a nice board would not mind helping you get things corrected/returned.

 Plenty of woodworkers out there that can produce a very fine board and I can assure you the response would be much different in the event you had any issues. Boos boards are going to sell regardless, the little guy sells his product through quality and customer service. 

Hope you get to the bottom of it. Show us the board once you get it replaced or it repairs itself. 

Ozzie_Isaac

I sent Boos a link to this thread, out of transparency.

The representative responded:

As some of the comments have read, warping is an imbalance of moisture as it acclimated to the environment and that is why we suggest oiling it liberally, and wrapping it to contain the moisture. If the warping is not corrected after the treatment, then contact us again. we will however need proof of purchase.

 

Thank you,

Customer Service Representative

Ozzie_Isaac

My response:

CS Representative  (name changed ) -

Thank you.  I talked to my friend and the retailer.  I am going to return it via them.

It is a real bummer, I tried to handle it without involving them.  In the end I hate to see them waste their money on a board I cannot use.

If it was a small warp I would have tried your method, but if I oiled and did all that I would not have been able to return to the retailer and based on your initial response I'm not convinced you would have made it right.

Btw, my family visited your factory and show room this summer.  It is a very neat place with some wonderful people.

Regards,

OhioEgger

I would immediately contact the giver and ask for the board to be returned for a refund (not a replacement).

lousubcap

Great call as they seem totally above any recognition that it could be a manufacturing issue from the origin.  You may want to shoot a note to the company president.  Doubt any change from them but you never know and you will likely feel better taking it to the top.  FWIW-

Ozzie_Isaac

OhioEgger said:

I would immediately contact the giver and ask for the board to be returned for a refund (not a replacement).

That is ultimately what I have done.  Just such a headache.  We are really spoiled by such great vendors on here.  Always thought of Boos as in their league.

After this thread they responded real fast, but initial response of "not our problem" doesn't instill confidence in a company.

nolaegghead

*sigh*

Ozzie_Isaac

nolaegghead said:

Warping like that is normal and will occur if the board gets wet on one side before it is seasoned with oil.  It should return back to normal when the moisture evens out.  This can happen to any wood board.  Get plastic.

Problem was, it was in their sealed plastic wrap from the factory.  Never seen any moisture.  No wiping, washing, etc.  Like I said NIB.  1/4" + warp and Boos saying "not our problem" is not CS I expect from highend places.

Focker

Jeremiah said:

Take a picture of it in the trash can and start a thread on how terrible they are....

Lol
I put a rotting roast in the trash, took a pic, and got a brand new one to replace it from Sam's.  

Oz, get that thing soaked in mineral oil and out in the warm sun to open it up, bow up.  Put some weight it in the middle...should straighten up.  Remember JLockhart used to do that with his walnut Boardsmith.

My bamboo board is warped. I place it on a silicone mat, bow up.  Works fine.

If there's doubt, shim it out.

nolaegghead

Customer is always right

Eggdicted_Dawgfan

"Oz, get that thing soaked in mineral oil and out in the warm sun to open it up, bow up.  Put some weight it in the middle...should straighten up"

Let's be real, you would have thrown the board in the trash and written the company off over 1/8" bow. Just like the clumps in the rub. But you expect him to try and fix his $200+ gift because it "should" straighten up. Funny guy you are.  

Lit

That's **** right there. I can see them telling you to oil if it was a year or 2 old and a little warped but brand new that's just poor customer service. You should check into getting a custom board made they are the same price range as the boos and much nicer. I have had 2 boos blocks split one was within the first year and the 2nd took 3-4 yrs but it is splitting right now. Worst part is it's not splitting on the edges it's coming apart in the middle in several places which just shows poor quality.

Ozzie_Isaac

nolaegghead said:

Customer is always right

Try cutting on a board that spins like a top.  All I wanted was a flat board, or at least one I could put on a towel to stop it from rocking and spinning.  Seems reasonable to me.

Ozzie_Isaac

If I wanted a warped board I would get a cheap jobby from walmart.  Not a 2.25" thick board advertised as heirloom.

In a year or two, fine.  I'll try to straighten it.  Out of the box?  No thank you.

nolaegghead

I'm just trolling ya man.  It should straighten out after their treatment though.  But might take a week or two.  Unless they used green wood to build it.

Ozzie_Isaac

Btw, here is my daily board.  Never had an issue.  Been in humid climates and dry climates.

Ozzie_Isaac

nolaegghead said:

I'm just trolling ya man.  It should straighten out after their treatment though.  But might take a week or two.  Unless they used green wood to build it.

I know.  You get me everytime too!

Focker

Eggdicted_Dawgfan said:

"Oz, get that thing soaked in mineral oil and out in the warm sun to open it up, bow up.  Put some weight it in the middle...should straighten up"

Let's be real, you would have thrown the board in the trash and written the company off over 1/8" bow. Just like the clumps in the rub. But you expect him to try and fix his $200+ gift because it "should" straighten up. Funny guy you are.  

Let us, be real.
Wood can be fixed.
Denaturation of sh!t rub, cannot.

$10 bottle of rub vs high end end grain.
Brilliant comparison.
The kicker is, being wise enough, to know when, to pull the plug.

Why not try their recommendations, then proceed further if necessary?  Owner has zero money invested.  I had more with my bottle of rub.

I'm pretty sure this isn't the first warped board Boos has encountered.

There is a seconds store in Effingham.

Had a Pelican cooler warp this year. Was quite a process, flashlight pics, field destroy pics, shipping the first replacement back due to stripped latch, getting a second replacement.  I can't really blame them for those steps.  Shipping these bulkier, heavier items are not cheap.  In the end, Pelican took care of it.