I donโt normally post to complain about things and am generally a very patient person but I really think this bad experience needs to be addressed. I have been a loyal Rouge member for years now and really have been reconsidering after this year. Free makeovers were removed as a perk and it was annoying, but I was willing to see what else was new and worthwhile to remain Rouge. After I heard about new bday gifts for Rouge members โ especially the brow bar free wax, this was a redeeming factor! I have been at the Benefit brow bar several times before and typically have ALWAYS had a stellar experience. I know the aestheticians work for Benefit and are not Sephora employees, but there truly needs to be better established training and protocol if this partnership continues on Sephoraโs part. My experience with Benefit was perfect but I am disappointed in Sephora for not making any attempt to even apologize for the situation. I booked my appointment as usual and arrived before my time to check in with the employee at the front and mentioned I have an appointment for 11:30am at the brow bar. The usual people I book with no longer work there so I had never booked with anybody who was on the roster so I didnโt recognize anyone there and it was all new to me. The Sephora sales associate asks me to follow her and there were people already in the middle of appointments. She told me to wait by the brow bar and she would confirm with someone shortly. Cool. So Iโm waiting for a few minutes and I totally understand appointments going a little bit over time even as much as 15 minutes. Fine. However, said employee returned to her post at the front and forgot to follow up with me or even confirm with the right people that I had arrived. She asked me to wait there and told me she would check in with someone and let me know who my appointment was with. I learned she did not check in with Benefit or even anyone else at Sephora and it was as simple as just letting the right people know, hey your 11:30 appointment is here. I had assumed someone was aware that I didnโt ditch my appointment, but there were no brow artists ready and available to take me in at the time I booked. I ask another employee if I had been checked in and if there was just a short wait and I get asked to wait by the brow bar again. Cool. Another employee sees I am visibly annoyed and waiting by the brow bar and asks if I need help another 10 minutes later. I mentioned the situation and that I had not even had a confirmation that my booking was still going through after speaking to two other Sephora people. Yes, I could have interrupted current appointments to talk to the Benefit people myself but thatโs not my job and I would prefer to have staff communicating with one another and expect that from a service appointment. Who walks into a salon and goes straight to the aesthetician rather than check in with reception? Same logic applies here. What is the point of making an appointment when nobody is even there to confirm it and ensure the right people know? She FINALLY makes contact with the Benefit brow bar people to confirm my appointment and Iโm on my way. This is by no means an attack on Benefit brow bar. My experience after that point was excellent when handed over to Benefit. My aesthetician made it a point to make things right and provided complimentary brow filling and a mini sample of my fave Benefit mascara. During my appointment another brow bar first time customer was lost and didnโt even have a Sephora employee to confirm with at front and had to chase someone down until she just decided to walk down to the bar herself. On the other hand, Sephora you should really train your staff better when it comes to basic customer service and following up. I sympathize that the Eaton Centre in Toronto is a large and busy location. However for 11:30am on a weekday morning, I did not see that many crowds or any indication of being short staffed. Employees should not be standing idly while customers expect not to have to speak to THREE different sales associates to check in to a brow appointment for certain. During check out I had mentioned I was redeeming my Rouge birthday gift and instead of a smooth experience, even the cashier was confused and didnโt seem to even know this was a thing. Rather than apologize, she rudely rolled her eyes at me and said okay tell me who you booked with and Benefit will have to track this themselves. This is not my fault or my problem but it doesnโt need to be said at this stage and is actually very unprofessional that you would even mention this to an already irate customer. Iโve already had a terrible experience with everyone at Sephora and am prepared to never return to this location until staff are trained and appropriately equipped with the right protocol and basic customer service knowledge - ESPECIALLY if you are the person front and centre greeting people as the first point of contact with the baskets. Please train your staff to communicate professionally with Benefit staff and how to confirm appointments with the correct people when they arrive. Simple as that.