VFS_ Portuguese Embassy_ no one cares

I app**** with at least 20 working days for my Portuguese Visa through the Durban office. I visited the office 7 times within the 5 preceding days of my trip. Each time I was told not to worry, "Portugal always leaves it to the last minute/ date of departure". I trusted them, as the intermediaries/ experts. The day before my trip I started to panic and asked them who I could email. I emailed the Embassy but it was too late. I missed my flight, had to reschedule, which has cost me thousands of Rands. I wish I had been warned sooner that the Embassy does not respond to VFS and it would be in my best interest to email the Embassy directly.

Now we are waiting for my husband's visa (he flies out on Friday). He app**** 24 working days ago. Are we going to go through the same experience with him? We can't afford for it to happen again. I understand VFS replies on the embassies but surely they can manage the process better, on the customer's behalf? Feeling hopeless.