Embassy of the Republic of Bulgaria Reviews Summary

Customer Service

Pros:

• "Everyone was polite, helpful and efficient."
• "The people I met at the embassy this morning were so friendly and helpful."
• "Professional understanding and wonderful service in the embassy."
• "They are extremely busy and doing their best to accommodate all the people."
• "The security guy (blonde), was super helpful and polite."
• "Assisted by an employee called Mr Bankov who was courteous and friendly."
• "I really appreciated the prompt responses to my emails and the comprehensive advice."

Cons:

• "The staff doesn't know the law and does not have any manners or simple thought for the others."
• "Very disappointing customer service via the phone."
• "Extremely difficult to get in touch with and once you do they keep transferring the call to different departments until they hang up on you in the end."
• "Awful service. You cannot contact anyone on the phone, no one answers the phones."
• "Staff was rude.. Even tho on their glass it says 'respect our staff' they do not respect their costumers."
• "Just called the embassy and the lady that answered the phone was so rude and just wanted to quickly answer my question without even checking."
• "The staff are rude and abrupt (not all)."

Facilities & Accessibility

Pros:

• "All documents notarised and stamped within 15 mins."
• "Passport acquired in record time, applied on 3rd and received by 23rd."
• "Went for a Police Record Check and was pleasantly surprised at how easy the service was."
• "The kind security administrator welcomed me inside, helped me with completing the paperwork and directed me to the available counter."
• "I received great service. I went to renew my passport and my ID and I finished in less than 10 mins."
• "Consulate is an easy bus ride from Victoria Station."
• "I had seamless experience with renewing my passport."

Cons:

• "Understaffed and very bad facilities, no toilets or waiting room, no disabled access."
• "Going to the embassy is one of my worst fears. Unprofessional staff, long queues, no toilets."
• "Can’t enter the building without appointment."
• "The venue is way too small for all visitors."
• "Made to queue on the street outside in the rain, inside is a shabby disorganised room full of booths and surly, unhelpful officials at each one."
• "This Embassy is a total JOKE. They let the people wait outside in the cold, including babies and children."
• "Literally, it's not possible to enter the building without a pre-booked slot which you can't have as they just ghosting you over email."

Communication & Responsiveness

Pros:

• "If you show up prepared, everything will go smoothly."
• "Plus I emailed them few days ago and I was extremely satisfied with the conversation of the person who I was chatting via email."
• "As long as you treat them with respect, they will be friendly to you."
• "Response time on email was fast."
• "Excellent service replied to email by return and when requested a change of time for appointment to allow for travel by return."

Cons:

• "After waiting for so long, on the 9th May I have finally received a reply that the earliest slot is 7th June."
• "Can’t call them because they never answer or if managed to reach, directing you to book appointment online."
• "The web site is not helpful as well, there is not enough information about the services and what is required."
• "Every embassy has online application services only ours don't."
• "Website is useless…not maintained, contact details you find from different sources."
• "They never answer the goddam phone, and if they do they are incredibly rude and unapologetic."
• "Spent hours trying to get through the embassy this afternoon, the line is going through but no one is there to answer it."

Staff Professionalism

Pros:

• "I would like to thank you the staff of the Bulgarian Embassy for their great work."
• "THEY ARE ALL OF THEM VERY FRIENDLY AND FAST PROBLEM SOLVER."
• "I would like to give my special five star rating to Georgi, who is doing great job dealing with all the unpleasant people like me."
• "The people who work in the embassy are absolutely lovely, friendly and helpful!"
• "The security guard and the lady (Yoana) were very professional."
• "Very helpful staff especially Mr Martin Bankov."
• "Everyone in the Embassy is super kind and they are always trying to help."

Cons:

• "Every one in the Embassy was extremely rude and unprofessional, specially the security person."
• "This is my 2nd visit in this embassy... Really this embassy is Hell very very illiterate, racist and unhelpful staff."
• "Staff who served me was very unprofessional, i had to wait for 1 and half hour to be served."
• "Worst embassy I have ever been to."
• "The lady which does passports never smiles nor makes her customers feel comfortable with her."
• "Terrible service, stuff is very rude and not professional."
• "Absolutely appalling! Completely dysfunctional - rude and unhelpful staff."

Appointment & Processing Time

Pros:

• "My wife had an 11:00 appointment to renew her passport and after socially distanced queuing for about an hour, finally got to go in."
• "Everything was done in timely manner & I did not come across anyone that was rude."
• "Appointment was made over the phone with an email confirmation afterwards."
• "I was admitted even earlier than the reserved time."
• "If you have all your documents ready with you it's gonna take hardly 10 minutes without any crowd."