Drifta Camping and 4WD

Drifta Camping & 4WD Team, I am writing to complain regarding the poor customer service I have experienced following my recent purchase from your online store. I purchased a torch for approximately $157. I followed all instructions and fully charged the torch before using it. However, on the very first night at work, after only four or five uses, the torch stopped working completely. I found this unusual given that the battery should have lasted much longer.

When I returned home, I attempted to recharge the torch, but it was clear that it was dead, no indicator lights came on, and it did not take any charge. I contacted Drifta customer service and was asked to send an email with photos, which I did. I then received an Australia Post return label and returned the torch. According to tracking, it was delivered and confirmed received on Wednesday, 29 October at 8:45 a.m.

After waiting more than a week with no update, I began following up with your team. On one occasion, I was told that no one could locate the returned torch or any record of it, but that someone would call me back. No one ever did. When I called again, I was told the same story. This time, I requested to speak with a supervisor or manager and was given a phone number to call.

When I called that number, I spoke with a lady named [Name Removed], who said she is the manager and couldn’t find any record of my order under my full name or order number. She sounded frustrated and implied that I had contacted the wrong location. When I explained that I didn’t care which location she was at, as I am a just customer of Drifta and simply want my issue resolved. She just hung up on me.

At this stage, I have no working product, no replacement or refund. Frankly, I am more disappointed and frustrated by the lack of care, accountability, and follow-up from your customer service team than I am about the faulty torch itself.