Hello. We are so sorry the Dash Family Electric Skillet did not meet your expectations. We provide heat level recommendations in our included user manual based on what is being cooked. If you tried that and it is still not getting hot enough, it is possible you received a defective unit. If you do decide to exchange instead of return and have trouble returning at Sam's Club, please reach out to support@bydash.com to provide more details. We would love to help!

Hi Kimberly, this is not common and we regret you having this experience. Can you please email our support team so we can look into this? You can email them at support@storebound.com.