VFS shocking service, interminable wait

Absolutley shocking service from VFS Brooklyn branch. 3 hour wait for collection yesterday 16/07/18, with only one person working at the collection desk. Security staff try and intimidate the public and requests to speak to a Manager were unsuccessful. Also why does VFS have a Premium Lounge???? If you pay extra you get better service? The **** that is VFS is outrageous - exhorbitant fees paid for third rate service which should be offered by the Department of Home Affairs and not a private company.