VFS Global - Edinburgh

I think the 2.5 star review for this branch speaks for itself. As soon as you walk into the door you are greeted with chaos, people scrambling to print things off, staff and customers looking frustrated and angry. Most of the staff are incompetent, the only person who was able to understand my questions was the man at the front desk. We were given an appointment for 1pm and arrived at 12:45, we waited until 14:30 which is nearly two hours late to be seen. After we went up to deal with our application we found the woman wasn’t happy with our trip.com flights despite having all the information from the airline. Neither the manager of the branch nor the worker could understand us. The woman dealing with our application was incompetent and rude, stating we had just 10 minutes to find print and return our documents despite her giving the people before us much longer (hence why we had to wait two hours) when we returned with what she said was still wrong despite friends of ours using the same documents at the same branch and proceeded to shout at us and then terminate our interview. After speaking to the manager who was just as rude and incompetent she proceeded to say we cannot return again for our dates because they now require 17 days to process the application despite the website saying 15 days. The manager then stated we can get a refund for the appointment and we had no choice but to leave. After emailing for a refund we were told shortly after that they will not give us a refund. Now I have no choice but to escalate this to UKVI to report the disgusting staff and additionally we have reported the incident to our local MP. Don’t get me wrong VFS has been great in other cities but clearly the management at the Edinburgh branch is lacking and managers need removed and staff need trained. Luckily we decided to book the Spanish Schengen Visa at a different agency who accepted the trip.com flights and it only took us 30 minutes for the whole process and treated us with a lot of respect. However, this means we had to change our plan at least we were treated kindly and greeted with staff who understood English and understood manners. The manager at VFS refused to apologise for the 2 hour late appointment showing her lack of skills.