Murat H.
Google
I had one of the worst customer service experiences imaginable with VFS Global at their Phoenix location. I booked my appointment three weeks in advance and arrived 15 minutes early, at 8:45 AM, exactly as their confirmation email instructed. Three other people were already waiting — yet no one from the staff acknowledged or spoke to any of us until 9:30 AM.
When I was finally called in, I was led to a cramped room with only two employees, one of whom was clearly sick — visibly unwell, coughing, and with a constant runny nose. In the middle of cold and flu season, this is unacceptable, and frankly, it’s reckless given the potential for COVID exposure.
After that, the incompetence continued. Their computers weren’t working for another ten minutes, so I had to wait while they tried to get them running. Once they finally captured my fingerprints, they attempted to write my address on a FedEx envelope — only to discover their marker was completely dried out. They asked me to wait in the lobby while they “typed it up.” That delay alone took another 15 minutes.
Then, after confirming my address, they asked me to wait again — another 15 minutes with no explanation. By this point, it was already past 10:15, and I had to leave to teach a class of 60 students at 10:30. My appointment, which was supposed to last 15 minutes (9:00–9:15), had turned into an hour and a half of chaos and waiting.
When I told the front desk I had to go, they finally handed me a receipt saying my application was complete — even though I hadn’t signed the form yet. When I pointed this out, the employee said, “It’s not necessary.” That’s an absurd response for an official visa application process.
This level of disorganization, poor hygiene, and complete lack of professionalism is unacceptable for a company handling sensitive visa documentation. If the consulate cares about efficiency, safety, or basic service standards, they should seriously consider outsourcing visa processing to a different company.