The first steam mop that was sent did not work right out of the box - wayfair customer service was amazing - immediately replied letting me know my replacement was already on its way. I received the replacement set it up, used distilled water as recommended and was amazed with how filthy my floors were! I have ocd and swiffer and clean my floors daily - the mop head was BLACK! I now have a new obsession after the kiddos are in bed :-)