Hello! Popcorn requires a certain amount of moisture which expands when heating up resulting in the fluffy texture of popcorn. We recommend filling a 12oz mason jar (or airtight container) and adding 1tsp of water before shaking and allowing to sit for 6 hours. Please also ensure to use the amount of oil instructed. If you are still getting burnt popcorn, our customer support team is at your service Monday - Friday 9AM-5PM EST. Reach us at 1 (800) 898-6970 or bydash.com/help. Please reach out to us we are happy to help!

We sincerely apologize for your recent experience. Please be assured that this does not reflect our usual product standards. A member of our customer service team will reach out to you directly to address your concerns and provide further assistance!