My experience with the roaster is fine but the customer service is despicable, absolutely the worst I have ever seen for any product I've ever had and that's saying something. My roaster was missing a couple of rubber feet from the bottom. They weren't in the box, they weren't anywhere. Since I was using it the next day, I had to figure out a way to make it set evenly so I used a silicon mat I happened to have. When I called customer service, they said they couldn't help and to just take it back to the store but the stores near me didn't have a replacement so I called back. I was put on a "waiting list" for the part so I waited. Four months went by and I was told that they weren't going to get the part in until the fourth quarter of 2018 and that I should deal with the store to see if I could get the issue resolved. Well, even as great as Best Buy is, they aren't going to do anything six or more months after the purchase. So, after contacting Bella once again, I was told that under no circumstance would Bella help and that I would just have to deal with the defective unit or take it back to the store. Horrible, horrible customer service rendered by people who couldn't care less about the product, the customer or really anything because it doesn't affect them even a little bit. Get a roaster, but I recommend getting a different brand because if you care about customer service, Bella sure isn't where you want to go. Also, the lid is incredibly thin, like soda can thin. I think it lets too much heat out which in turn makes the heating element work harder. A cheap product cheaply made is often less of a value than a more expensive product that is made well (with better customer service).