Hello Dear Consumer. Thanks for taking the time to leave your review. We are very sorry to hear about your experience. Jus a a tip, make sure the colored soap dots on the eraser are facing outward (not toward the device head), and that the eraser shape lines up with the device head. Press firmly until you hear a crunching sound, that means it’s fully attached. If you need further assistance please give us a call at (800) 248-1612.