BLS International Services review: Customer service

This incident happed at BLS international, Toronto. I booked an appointment on 01/26/2024 at 12:00 to surrender my Indian passport. I was ready with all documents as per the checklist and website. I had to wait there until 04:00 pm to get called into a screening desk, where they checked my documents. The person never introduced nor followed any basic customer service, she told my application is wrong & I have to submit my spouse’s passport copy along with those documents. The same person screened my spouse’s application & never asked him to submit my passport copy. When I politely asked that person about the necessary documents specified in the check list , she got annoyed & behaved so rudely. I expected basic customer service. None of them was wearing name tag or ID. When I asked her name she refused to give me. She asked me to redo my application. That means I had to waste one more day. That facility has no basic facilities as well, not enough seating, no drinking water, no washroom. There is no reception desk to get information. The employees are working at snail pace. I don’t understand the point of booking appointment online, I am not sure if they have to send people back after 8 , 9 hours why can’t they check the application before admitting to the office. I never experienced such a terrible customer service. I am not sure how they are still working like that .