Hi, thank you for taking the time to leave a review. We deeply apologize for your experience, we know that family and our little ones are extremely important, and we are sorry that we let you down. If you haven’t taken a peak online yet, we have an extensive knowledge base with excellent How-To Videos for frequently asked questions located on our support page: https://www.mylevana.com/support/. Unfortunately we cannot reach out to you right now as we don’t have your name or contact information in this review. With your lifetime customer support, our Customer Experience Team will always be more than happy to assist you to ensure you're getting the most out of your Levana products!