Review Time
Extremely poor customer experience.
I missed a call from the courier and returned it within 6 minutes, but despite several attempts I couldn’t get through. One call had me waiting 17 minutes with no agent answering.
For something as critical as passport delivery, this is unacceptable. VFS Dubai should seriously reconsider and engage a more professional courier/dispatch service provider. Lack of responsiveness and poor communication throughout.
My experience with this service has been incredibly disappointing. Customer support was rude and disrespectful, and the delivery team was no better. I waited all day for my package, only to be told by the driver that he couldn't deliver because I was outside his area. When I sought assistance, the company's response was dismissive. I inquired about tracking my important document but received vague responses like 'it’s on the way' without any real updates. They wasted my entire day, and when I tried to follow up, they simply told me to collect it myself. This has been a very disappointing and unprofessional experience.
The most frustrating experience I've had with a service. Extremely rude and disrespectful interactions from customer support to the delivery team. I waited all day for my package, only to receive a call from the driver saying he couldn't deliver because I was outside his area. When I contacted the company, their response was very dismissive. I asked for tracking on my important document, but all I got was 'it’s on the way' with no updates or confirmation. They completely wasted my day, and when I followed up, they told me to collect it myself. Very disappointing and unprofessional.
Awful customer support experience. My first delivery attempt failed because I wasn't home, and they took my package to a collection point 20 km away, despite a closer option being available. I spent over an hour trying to redirect my package, first with a chatbot and then with a representative who told me I couldn't change the collection point until after 5 PM. That should have been made clear upfront. I also spent over 45 minutes on hold trying to reach someone, only to have to leave due to work obligations. Their website lacks options for changing pickup points or providing feedback. It's incredibly inconvenient and discouraging to order from retailers that use this service.
The delivery service is extremely poor. They provide a time frame of 8 AM to 5 PM, which means if you can't stay home all day, your package will just go to the depot. This defeats the purpose of delivery! If you don't have a car, you're out of luck. Additionally, the wait time to speak with a representative exceeds 40 minutes, and it's evident they are handling multiple chats at once.
My shipment was delayed in Sydney, which was annoying but understandable. Once it reached my city, it was marked as out for delivery but then indicated 'outside of delivery window' at 3:30 PM. I attempted to use the 'manage my delivery' option to collect it myself, but encountered errors every time I submitted the form. The next day, it was out for delivery again, so I arranged to work from home, only to receive a message stating 'technical issues occurred.' I have been on hold for nearly an hour trying to find out what is happening and whether I can collect my package myself.
Extremely poor service. My package was delayed without explanation, and contacting support was nearly impossible. There was no accountability or consideration for my time. I will not be using this courier again. Even the delivery driver was untrustworthy; how can anyone rely on this service?
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