We&#39;re so sorry this happened with your Febreze PLUG, Cat. Our products undergo many quality checks to ensure they get to you with the best results, so we don&#39;t expect these things to happen. For best results:<br /><br />* Hold the refill by the bottom and place it into the device.<br />* Make sure wicks line up with vent holes.<br />* Press in until you hear a click.<br />* Set the device on low, medium, or high intensity. This can be changed at any time. <br /><br />So we can help you get back to breathing happy, please call us at (800) 308-3279 Monday through Friday, from 9 AM to 6 PM EST.