Disappointing purchasing and customer service experience
I purchased the Ultimate Aventador SVJ kit as a birthday gift, so I cannot yet comment on the quality of the actual model. My feedback relates to my experience with the order fulfillment, packaging and after-sales service.
Unfortunately, my experience with Nexus Brick has been extremely disappointing.
Firstly, my original order was not dispatched within the advertised time frame. When the order eventually arrived, the packaging was inadequate, resulting in damage to the product's presentation box.
I reported the damage on 9 September, explaining that the kit was intended as a birthday gift for 19 September. Nexus Brick agreed to provide a replacement box, but despite having sufficient notice of the birthday deadline, the replacement was not dispatched in time.
Consequently, I was unable to present the gift in its proper packaging on the intended date. I subsequently had to purchase a suitable replacement box myself.
What has been particularly frustrating is the lack of proactive communication and follow-through from Nexus Brick. Throughout this process, I have repeatedly had to chase the company for updates and action.
Had I not continually followed up, I seriously question whether the replacement box would have been arranged at all.
Although Nexus Brick offered a $20 goodwill refund, I considered this inadequate given the inconvenience, delays and additional expense involved. My request for a 20% refund was rejected on the grounds that it would represent too significant a loss for the company.
This response was particularly disappointing because it appeared to place greater emphasis on the company's financial position than on resolving the problems experienced by its customer.
As of 1 October, 22 days had passed since I first reported the damage, and the matter remained unresolved.
What should have been a straightforward purchase for a special birthday became an unnecessarily frustrating experience involving damaged packaging, missed commitments, repeated follow-ups and disappointing customer service.
To be clear, my rating reflects my purchasing, delivery and customer service experience, not the quality of the actual model, which has not yet been assembled.
Based on this experience, I would find it difficult to recommend Nexus Brick.