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Ports of Jersey has said it is "working closely" with the company operating duty free services at Elizabeth Terminal after some customers claimed they had not been able to collect their purchases.
Ports has apologised to "those customers who have not had the service they were expecting".
The duty-free shop at the Elizabeth Terminal opened in June and is being run by Capi Duty Free Ports, part of the global retail group B&S.
Ferry passengers can pre-order their duty-free purchases online up to 30 days before they travel, and pick up their goods at the harbour after passing through security.
However, one customer - Tina Caldeira - recently took to the Good or Bad Jersey Businesses Facebook page, claiming she had been unable to collect her purchases as there was nobody operating the port-side pick-up area.
Pictured: One duty free customer said she was unable to collect her purchases in what was "effectively theft".
Other islanders said they had experienced similar issues, with one describing the duty free set-up at the harbour as "a strange system".
In a statement, a Ports spokesperson said: "Ports of Jersey is working closely with Capi to ensure a robust and efficient duty-free service for passengers.
"We offer our apologies to those customers who have not had the service they were expecting."
Express contacted Capi directly - and via the Ports of Jersey press office - last week for a response but is yet to receive a reply.
Pictured: A message on the company's website said: "At the moment our duty-free service at the Elizabeth Terminal is closed. Sorry for any inconvenience this may cause."
A pop-up message on the company's website said the service is closed "at the moment".
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