Zakuna Reviews 10

I can only echo what others have written. They are a nice company with a great product but their delivery and customer service is terrible. They never deliver on their promises even basic things like responding to emails. They delivered wrong doors and have taken over a year to sort (not yet completed) and just don’t come back and do the snagging.
Adam is a nice guy but has lost his sense of pride and decency in actually finishing a job and giving the client what they paid for. My advice would be to find an alternative supplier.

The company team enabled us to very quickly understand what choices we had and specific quality we could achieve relative to materials, build quality, door functionality and furniture choice

This is the second time I have had to do a review for this company because I was told by Adam to take the last one down otherwise they wouldn't come back to finish the job [6th Dec 2024]- can you imagine spending thousands of pounds on a spiral staircase and engineered wooden flooring and being told this...My relationship with Adam broke down as a result of the above and my partner had to take over- it was a stress I didn't welcome as I had a bereavement that same day.

I have only just got over the terrible whole experience which not only had detrimental consequences on my mental health, but also family. I have never felt so helpless in my building project: I had to constantly chase Adam to get them to come back and finish of my stairs and when reflected this back to him later on [6th Dec 2024] his explanation for the previous delay was because "we had other jobs booked in" (in other words, my job was not prioritised to get fully completed).

In December they were meant to fully finish the stairs but again this did not happen. In fact in January, both my partner and I had to take another day off work for this which we were really annoyed about. The apron cover which covers the full thickness of the floor was poorly installed (see pictures) and it was thanks to the newest and junior member of the team that spent the whole day and evening (!) that it finally got sorted to a good standard.

Adam did try to make amends with me by offering a discount on some metal and glass balustrades I needed to complete the job, but the bar that went over the top of the glass balustrades was not long enough (there was a 3mm wall-to-wall difference between the upper and lower aspect of the glass balustrade) and was left as per the pictures. It needed bulky spacers to fill the gaps which quite frankly was not right (I independently took advice) and this should have been re-made.

I am putting back up the original content of my last review:

Initially charming guys, clearly passionate about what they do, who clearly have not set out deliberately for me to incur such inconvenience, but I am very sure that the customer experience should have been a damn sight better:
1. Shared responsibility over the “Sign off” of the measurements – I was hoping that I could simply pay this company the money to come up with the stairs and to do the troubleshooting themselves. I share the sentiments of one of the below reviewers in this regard
2. Having gone through the whole design stage before finding out in the contract that FULL payment needed to be made before the delivery of stairs to site. I would not have used this company had I realised this earlier in the process. I felt they had not been upfront about this
3. delays to the initial installation (which should have been 12 weeks from sign-off), followed by an incomplete stairs installation whilst they had their internal meetings to figure out why the stairs don’t fit
4. leaving the handrails on my drive exposed to the elements whilst they were having their discussions (which I had to take into the house myself)
5. this week I have been told I would have to wait another 4 weeks before they could come to site to manipulate the stringers…which if unsuccessful, new stingers will need to be manufactured from Lithuania …so lets say another 6-8 weeks before they arrive
6. given that they could figure out very quickly i.e. in less than 1 day, if my stringer could be manipulated into place, I asked if they could come much earlier than 4 week but then was being informed about how this could impact staff holidays and that staff might have to work on weekends if they tried to do this-blimey, should the customer really entertain such crap!

(in the end, I did not need new stringers- in fact very minimal alteration was made to the build-up of the floor and lo and behold, the entire stair case fit- approx 3 month delay)

7. Finally, the last straw, was being accused of being “threatening” over the phone to one of the staff members when I said I was going to post this review of my experience!

Ed at Zakuna was brilliant from start to finish… Ed designed the staircase and overcome some difficulties with heights and was there when he said he would be to fit the staircase and balustrade.. the job looks great after the final piece of the puzzle was assembled by Ed himself.
Overall couldn’t fault him or the company the client is over the moon
Thanks Ed and the team at Zakuna.

Zakuna recently installed our Contender staircase and 4 sets of magic system internal sliding doors in our barn conversion and we are delighted with them, the quality is superb and we love the way they look. The process from site visit through to completion was good. All the Team at Zakuna is nice to work with and we can recommend using them if you’re looking for something that makes a real statement in your home. We’ve had a lot of very positive comments from friends and family who have been impressed too.

Excellent service from start to finish. 1st contact at a Home Design Show in Birmingham, quickly received our quote for the 2 stairs and doors from the building plans. Visited their showroom in Chichester. Installation was delayed as the building work was behind schedule, further compounded by Covid(we were zone 3 but they were zone1). The wait was worthwhile, as we have a stunning curved oak and glass main stairs, a real WOW factor. Likewise, the modern internal door sets are splendid. The minor issues we had were swiftly delt with despite the distance. Would highly recommend Ed / Vicky and the team.

Great Company to Work for. I am well supported and appreciated for all I do here.

The product was promptly delivered, as promised, and was of exceptional quality. The fitter was efficient, clean and fast working. I would thoroughly recommend this Company for not only flooring but other products as well

We build one off houses and often the specification is hard to pin down with our Client, we now send them to Zakuna with an overall budget for the products we need and they sort it..the earlier you engage them the better as there lead times are quite long but it is worth the wait.

We used to use their install teams but now we install all the products ourselves other than the stairs as they are based in the South and have to travelling and accommodation for their guys so it works out cheaper for us.

We placed an order for a staircase in October 2019 and (foolishly) paid a deposit of 50%. Zakuna conducted a 'survey' of our home but the measurements were not correct. We made our own survey and provided the measurements to Zakuna but the drawings they produced from these measurements still had the incorrect dimensions. We had to cancel the order but Zakuna have refused to refund the money paid (£5000+).

Update: In March 2020 we took legal action to recover our deposit. Zakuna did not contest the claim and repaid the deposit plus court fees and interest. Caveat Emptor.