We're very sorry to hear this. Our products go through many quality checks to ensure perfect condition and function, so this isn't the experience we would expect you to have with our new Scent Booster. Rest assured that we're here to help, and we have some information to share. While you may have done so already, remove the base of the device and insert a Febreze Plug refill into the top until you hear a click. Re-attach the base to the device by lining up the edges and lightly pushing together. Plug in the device. A light will blink twice on the top of the device to indicate that it is ready to use. Lastly, adjust the warmer to the desired setting (off, low, med, high) using the slider on the back. While we hope this is helpful, we'd like to learn more and do our best to make things right. Please give us a call at (800) 742-9220.

We're sorry for any confusion. The Febreze PLUG Scent Booster that's listed on this product lisitng isn't intended to include any PLUG refills, and everything that's included can be found listed on the packaging. It may be helpful to know that we do have Febreze PLUG Scent Booster Starter Kits that do come with a Febreze PLUG refill. If you have any questions, please give us a call at (800) 308-3279.