Disgusting!
I have placed an order in late April and realized I have not received the item I paid for. Reached out to customer service to discuss what is going on. Have ordered from them before and everything is fine. Besides, skinmart does have a better than average reputation according to reviews online.
The tracking number provided earlier on showing parcel is initiated , however, no update since then. Skinmart replied my email with a completely different tracking showing it has been delivered on 28th April.
Then I had 3 calls and 11 emails back and forth with skinmart up til today.
Skinmart claimed this parcel has been signed for upon delivery. So I checked with my husband for the hundred times if he by any chance signed it and misplaced it. Because I was not in the house, nor did my 2 teenage daughters, we were all either at work or in school at the time of alleged delivery. My husband was the one work from home. He said nothing came through in that morning. At least not from skinmart.
Skinmart also forwarded an Enquiry from auspost to me claiming this parcel was deemed delivered because the driver's gps location indicated from his vehicle was located at my property at the alleged delivery date and time. However, there is no picture or signature provided by auspost to support their finding at all.
I then argued that those posties work in our area often park their car just outside of our house to make deliveries for our house and houses on both side and the house across the road from us. We dont live on a farm land, so all houses are pretty close to each other.
So, auspost's theory has hole in it. Unfortunately, there nothing I could do to prove otherwise.
Despite all my efforts(being polite and respectful) to communicate with skinmart, I can feel that customer service lost patience with me and their attitude changed as soon as I questioned auspost's conclusion. Clearly they belivered in auspost.
I know these days integrity doesn't mean much at all . But it means a lot to us. As someone running a small family business, I know how important it is to be honest.
I have offered to send the replacement (skinmart shipped it to me before auspost enquiry came back )back . Skinmart gladly accepted my offer and quickly provided free return lable.
2 stars rating is for skinmart's effort in investigating and responding.
My husband did not understand why I had to leave review here. Well, I had to do something about it. In the end of day,I paid $92 for nothing.
I will also come back here to provide a photo of proof of return. Do not want people to think we are taking advantage from skinmart. I would rather suffer the loss of $92 than being humiliated/insinuated we lied about the delivery.
Skinmart, I AM OK WITH DIRECT ACCUSATION IF YOU BELIEVE I AM NIT BEING HONEST WITH THE DELIVERY, I AM NOT OK BEING TREATED LIKE A LIAR.
I guess we will never find out who's got my parcel. Was it delivered to the wrong household on the same street by mistake ,why I was given 2 different tracking number? Why the first one still showing in progress in my auspist account while the second one showing delivered ...why I was told thd parcel was signed for by someone howevet no signature in the record ?who knows!!!
Update 25/05/2026:
Replacement arrived today , both us were at home to expect it. Watching the driver from our living room window to see exactly how he operate...No knocking, no signature asked , dumped it on the ground, just a photo taken to prove it was delivered. Unlike skinmart claimed the previous alleged delivery was signed by a person from our household. And driver parked right outside of our house also made deliveries for others on the same street.
Will return the box tomorrow and be back here to provide return receipt.photo showing everything in the box came today and that would be everything going back to skinmart tomorrow. Documenting it here in public record just in case being blamed for something I did not do again.
At least, I got free return lable. How generous!
Update 26/05/2026:return completed.
Skinmart, never again! Have some faith in your customers, supporting your business by making purchase just so I could be humiliated ?are you joking? How would you feel being talked to in a condescending way....quote from your customer service"well...welll...you did ordered from us before....well...it is what it is...oh hon, dont panckic...take a breather".
Skinmart, I was disgusted , not panicked.
There you go, take your money back , dont need your replacement, dont act like you are doing charity on me.
I wished I had read reviews from other review platforms regarding their horrible after sale service.