Complaint regarding Poor customer service and lay-by experience at Jet Cape Gate

Dear Jet Cape Gate Team,

I'm writing to express my disappointment and frustration with the service I've received at your store on multiple occasions. As a loyal customer with an account, I've made several lay-buys, but my recent experiences have been unacceptable.

*Issues Encountered:*

- *Excessive wait times*: I've waited over 30 minutes to collect my lay-bys on multiple occasions, despite visiting during weekdays and after hours. - *Missing items*: In January, some items from my November lay-buy were missing, and I was not provided with a satisfactory explanation or apology. - *Poor customer service*: Staff seem unresponsive and uninterested in addressing concerns. I was left waiting for over 40 minutes yesterday (18 November 2025) to collect a lay-buy, and when I expressed my frustration, the staff member didn't seem to care.

*Specific Incident

On 18 November 2025, I visited your store to collect a lay-buy made in October. I waited 25 minutes before a staff member acknowledged me, and it took another 40 minutes to locate my items. I had to leave due to personal commitments, and it was unacceptable that I was called an hour later to inform me that my lay-buy was found. I expect better service, especially when I'm a loyal customer.

I'd like to request a thorough investigation into these incidents and a response regarding the actions you'll take to improve customer service and lay-by management. I'd appreciate a refund or credit for the missing items and an apology for the inconvenience caused.

I hope you will take my complaint seriously and take necessary steps to address these issues. I look forward to hearing from you soon.

Sincerely,

Sandisiwe