Thank you for leaving a review. It is very common for griddles to expand and contract during heating and cooling, and in some cases with thermal shock the griddle can warp or pop-up temporarily, but will correct itself. This is likely to occur in the first couple months of use but will correct itself with continued use. You can reduce the impact by only placing room temperature foods on the griddle, never placing food right from the fridge or freezer onto the surface, and also not pouring water on the surface for cleaning.All Member’s Mark items carry a 100% member satisfaction guarantee . If you require any assistance, give us a call toll-free at (888) 301-0332 from 7 a.m. to 11 p.m. CST Monday through Saturday and 10 a.m. to 8 p.m. CST on Sundays. Please have the item number from your receipt, the serial number, the product UPC and/or the product description ready to provide to our Member Care Professional

Thank you for leaving a review. We are sorry to hear about the missing Heat Shield. If you have any questions regarding the replacement part. Please don't hesitate to reach out to the Member's Mark help centre at: 1-888-301-0332