Hello - Thank you for your review. We're terribly sorry to hear your toaster is not working as it should. We can understand how frustrating that can be, and apologize for any inconvenience this has caused you. We would love to be of guidance moving forward so you can enjoy this amazing toaster. If your toaster isn't toasting properly, we suggest to check the browning setting selected for toasting. Select a lower setting next time if your toast is too dark and a higher setting if your toast is too light. Also check that the Frozen button is not selected. Also, make sure to push down the toasting lever all the way. If the above suggestions do not help, we suggest to take advantage of your one-year warranty and schedule service. We are confident our certified GE Appliances technician can assist. You can schedule service by calling 1-800-432-2737 or online here: https://www.geappliances.com/ge/service-and-support/service.htm Know we are always here should a problem arise. Please reach us directly if you have any questions or concerns. Kind regards, Shayla@GEA