Unresolved Layby Issues & Poor Customer Service – Jet Cape Gate

Dear Jet Cape Gate Team, I’m writing again to express my ongoing disappointment and frustration with the service I’ve received at your store. Original Complaint – November 2025 As a loyal customer with an account, I’ve experienced excessive wait times of over 30 minutes to collect laybys, even on weekdays and after hours. Missing items from my November layby with no satisfactory explanation or apolo*****or customer service, with staff appearing unresponsive and uninterested. On 18 November 2024, I waited 25 minutes for acknowledgment and another 40 minutes for staff to locate my items. I had to leave due to other commitments, and was only called an hour later to say my layby was found. Recent Incident – Friday 5 June 2026 I returned to collect another layby. Once again, my items were missing. When I raised it with staff, I was told they couldn’t see the blazer on my layby. I pointed out that I’d seen it on the floor during my previous visit the same week, and thankfully it was still there. However, my sleepers were never found. I had to be credited for them as they were lost. The staff’s response was unprofessional — laughing and smiling while I was clearly upset, making me feel like I was being made out to be the problem. It’s concerning that only staff have access to the back area, yet items keep going missing. What I’m Requesting: A thorough investigation into both incidents and an explanation of what steps you’ll take to improve layby management and customer service.A formal apology for the inconvenience and poor treatment.Confirmation that the credit for my missing sleepers has been processed. I’ve attached this to my original Hello Peter review from last year, which I never received a response to. I hope this time I can get a proper resolution. I look forward to your response.