Hi CJ - I'm sorry you are not satisfied with your towel warmer. Here are some tips and tricks that should help you to have a better understanding and experience with the product. From a cold start, it will take 15min for the unit to reach its top temperature. It will then take another ~15-30min for it to warm/dry a towel out. The best way to place the towel on the unit is to fold it in half or thirds and drape it over the upper/lower section of 5 bars so it covers all bars without hanging below the bottom bar. If you have any other questions, please feel free to reach out to our customer service department (404-350-9738) and they will be happy to assist in any way possible.