Employeees are always friendly and helpful. Have the supplies we need for our pool and reasonable prices!

My name is David Teets. I live in Hampshire Illinois JJ installed bifold gates in my driveway. Five star job prompt on time. I recommend him to the highest extent. I give him five stars. read more

We typically get good service from GE but not this past weekend. My husband ordered a winter cover for our above ground pool from GE and was installing it when he noticed that it was missing approx. 20 feet of grommets which are used to thread wire through to hold it in place. He dried it off, called the store and brought it back. An elderly man at the desk seemed to have little or no concern and told my husband in so many words to put it over there and go get yourself a new one from the shelf instead of asking someone on the floor to help with that. My husband asked if there was anything the store could do as far as a discount for the inconvenience and the man simply said, "no." Where's the customer service??? read more

I would like to leave The Great Escape 1 star for the fact that the main pool guy they recommend, ROBS POOLS is a complete joke. I thought calling a "bigger company," would be the better option for trying to find someone reputable within the area. Ha! ROB DOES NOT KNOW WHAT HE IS DOING!! And now we have our brand new liner looking like this. The more water we put in- the more it pulls DOWN. Had to drain our pool as this was happening. Thanks THE GREAT ESCAPE for recommending this man. What a joke!!! read more

The Great Escape - Hot Tub & Pool Near Me - Algonquin, Illinois

Horrible customer service. Don't respond to questions. Short, snippy, definitely dont seem to care.

The team at the Great Escape made purchasing our first family pool a great experience. Barry, our salesman, took the time to explain everything. He did not pressure us one way or another. He responded to all of our follow up questions and really made us feel comfortable with our decision. Throughout the process, they made sure to explain each step of the process, from ordering to install, so we knew what to expect and how to navigate many of the common pitfalls. It is because their attention to detail, everything turned out great. Highly recommend the Algonquin team of the Great Escape!! read more

I go for pool supplies for our above ground pool. They have a big selection and the prices are very fair. You would think they would be a lot higher than online or someplace like Me arcs, but they are not. And something that is hard to find nowadays.....the employees are friendly and helpful. read more

I just want to shout out to Dave and thank you so much for taking the time to go over heaters with us and to make sure that we brought the right one for the right size for our pool he really went above and beyond and I am very grateful to him for that thanks Dave we're very happy with our heater and we will continue to go to The Great Escape if we need anything more for our pool read more

DO NOT BUY any spas or pools from here. Their service is terrible. I originally had a leak in my spa and they had to replace the whole thing. I waited 2 months for a replacement. After hounding them they finally set up delivery and when the delivery men got there they could deliver it because they never sent service out to unhook it. It then took another 10 days. NOW I have my hot tub (new/replacement)..it did not come with speakers as promised and now, there is a leak in a part where you control the jets. They were supposed to come today but ordered the WRONG PART. It is going to be another 10 days. PLEASE TAKE YOUR BUSINESS ELSEWHERE. Their service dept. is very unorganized and when you are purchasing a big item like this you need a good service dept. read more

Our sales man Barry was very eager to sell us a 10k pool. We purchased it and waited 4 months to have it installed. It was re scheduled 3 times by him. They came to install it and the installers did not hook up the pump or heater as we had paid to get done. All the installers were not wearing masks and All of them had their shirts off. Not very professional. We asked them to hook it and said for $350.00 cash more they would. That was not part of the deal but we paid it and they said they were all done. Upon getting the pool filled by a water company the hoses to the pump all fell Off as they never clamped them even though the clamps were there. This caused us to spill over 1000 gallons of water that were had purchase. Had to re clamp all hoses and put all clamps on ourselves and call water company to come back and refill. Called Barry 6 times finally called back and stated I don't know what to tell you. That was his answer to us spending more money that agreed on and not doing the job correctly. I can't believe all the money we have spent there as we also Purchased a expensive swing set for my kids last year and there is a huge lack of customer service , call back and follow up. Will never go back and will make sure we tell anyone asking about our horrible experience with the great escape store read more

The Great Escape - They never tighten up the clamps and missed the other hoses. Just put them on so it looked like it was done - Hot Tub & Pool Near Me - Algonquin, Illinois

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Decided to purchase a pool March of this and knew they may be hard to get so started looking early. Went to the Algonquin GE and Barry was our salesman. Was an easy purchase experience (we have owned pools in the past) but he pointed out some Things we weren't aware of and helped us make the best choice. 12x24 above ground. We're contacted by our contractor within a couple of weeks and install set up. Only delayed by a week due to weather. The crew was phenomenal. Up in less than 3 hours! They were professional asking exactly how we wanted it positioned in the yard as well as where to put the filter. In today's climate with labor being shorthanded they accommodated and worked with us every step. Well done guys read more

I'm not sure why people give all the one star reviews. My experience at the Great Escape has been completely different. We have purchased a ton of stuff from them over the years. The sales people are all great. Fred is the only one who can get a little "salesy" but after dealing with him several times, he goes all out for his customers. Here is what we've purchased from them over the years: 1.) Patio table and chairs set - About 15 years later it still looks awesome 2.) Multiple patio umbrellas - a couple broke in storms 3.) Weber Summit grill - they gave me a better price on a close out display unit than the next size down at Amazon 4.) Palister home theater chairs 5.) Outdoor sofa and chairs - our sales guy was great. Went to extra lengths to get the items in from other stores and gave me a great deal. He even regularly called me to keep me up to date. 6.) Pool table and dart board 7.) Loveseat to go with item 4 (still waiting for delivery) 8.) Covers for the outdoor furniture We've probably purchased more items from these guys than any other single store. I'm very pleased. Their installers that delivered our pool table were awesome and did an exceptional job. I know some people have bad experiences. It happens at any store. But that doesn't make the whole place bad. read more

1 star only because I cannot give zero. We just went there looking for patio furniture and we were greeted by a very friendly employee who unfortunately referred us to another employee in there, which is possibly the worst salesperson we ever dealt with. He was a little rude and intense for no reason. He really wanted to do his usual speech about how they are the best in the industry (doubt it) and how they carry the same lines as Costco but their prices are better etc, but we didn't have all night to waste there. Whenever we were asking for specific prices he would seem frustrated that he didn't get to finish his sales pitch. He was also getting frustrated for no reason: we told him our budget and he started showing us tables at that price point. Then we specified that we didn't want glass and he said with attitude "well I'm just showing you this because of your budget", as if we had scolded him for showing this to us. We were just specifying what material we want to stay away off. Us not liking a specific material or not wanting to spend more on patio furniture is not a personal attack to him so we really don't understand that attitude. We were out of there in 10 minutes and will never go back again. read more

I called to verify that an item I found online was available. They said yes it was. Jumped it the truck and headed over. When I arrived, they had to go look for it. I was brought to me in a box, I asked , do you have this on the floor, so I can see it. They said no. I asked , since I can't see it before I buy, if I don't like it, I can return it correct. The guy was a bit rude with the response of, " but don't damage the box, or the product. I felt as if, as a customer, buying something site unseen, maybe they would have offered to show the product to me , to be sure I was happy with it. Not this guy !!! Well we'll see if I like it or not once I get it home and assemble it. If not, it's dam sure going back !!! Box and all .... read more

We had a pool installed on Friday, had filled yesterday, today there is water leaking from pool, called great escapes but they were to busy to talk to us, called omni pool company(the pool installation company they use), they didn't return call. We ended up going to great escapes located the manager, he stated nothing he could do, to call the installation company. He said he would try to call them also, he didn't seem overly concerned and he walked away from us, as off he didn't care. How this man became a manager is beyond me. Still haven't heard anything back from either company. Will keep you posted. As far as in concerned at the moment, keep your money in the bank, otherwise it may just flow away. Side note, the salesman did seem concerned and got our information and seems like he will aren't too help with finding resolution. Omni called back, we marked the water level in the pool, they will call back in 2 days to see how far it dropped before they come out. Omni found leak and patched. Was leaking at seam. Great escapes gave us new liner. Hopefully end of story. Dealt only with salesman after initial meeting with manager. I don't suggest talking to manager at store, stick with your salesman. read more

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Service provided by Great Escape staff was acceptable. The smart mouth delivery guy they sent with my elliptical wasn't. (A Hispanic man accompanied him but the latter didn't say anything to me.) Supposedly this genius was going to phone me the day before and advise me of the delivery time today. But he never bothered. I had to phone the store to clarify it. The genius claimed there was something wrong (!) with my phone. Gee . . . funny thing no one else had a problem with my phone. This guy made negative comments about everything as if he was an authority on building houses. Apparently he thinks he can run his mouth off to an older woman alone. He would do well to remember he's nothing but muscle and NO ONE cares what he thinks about ANYTHING. He also didn't clean up all of the mess they made. Although they removed all the packing materials, there was a ton of tiny styrofoam pieces left on the floor which I had to sweep up. This isn't the first Great Escape delivery I've had from the company but the first crew was polite. Great Escape would do well to replace this JERK with the crew they had before. If you buy from Great Escape be prepared for a mouthy delivery guy--a real jerk. read more

Our family have been getting our pools from Barry at The Great Escape for year now but this last one has been something else. We had a 18x33 installed on May 20 2013 to replace a older pool. They had to use a Bobcat to level the new one and pull out cement pylons that held the straps for the deep end in the older pool. And this is where the trouble begins!!! The sand was not properly packed in the are where the pylons were so when the installer Mark at Marks Pool service installed the pool and it was filled the pool liner sank into the holes where the pylons had been to the point of stretching the liner to the point it would rupture sometime in the future. I called Marks pool service and spoke to Tammy explained what had taken place she had her husband call me he agreed to come fix it but then said I would have to Pay for the three truck loads of water that they did not cover that so I said screw that. So next time I was in the store told Barry of what had happened and that I was not happy and spoke to him numerous times about this he finally agreed to give me a discounted liner after showing him the pictures of the mess. So finally last week it burst and all the water was gone in like a few hours. I went back to the Great Escape and had to get names of who they used to do liner installs. So I scheduled a install that cost 710.00 and 555.00 Dollars in waters day 259.00 for a discounted liner and now the installer tells me the walls are rusted in a couple areas so bad that they can not guarantee how long it will last this pool has a 25 year warranty and had the original installer done the job correct in the first place I would not be in this position today. So Beware of Marks Pool Service out of Belvedere Illinois read more

The Great Escape - Hot Tub & Pool Near Me - Algonquin, Illinois

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Terrible delivery experience. We bought hot tub months ago and set up for delivery at new build. Store personnel were fantastic with communication. Delivery company brought hot tub and then refused to bring to back porch because we didn't have grass growing and it was dirt. This was all explained to delivery company when we scheduled. Builder and electrician were there to install, and could do nothing since delivery driver would only leave hot tub in front yard. Had $12K hot tub sitting in front yard and no one at delivery company would answer phone, or return phone calls. We are now 24 hours past delivery and still have not received a phone call back from great escape or delivery company. We went with them instead of costco thinking we would have a better experience, and it was horrific. Still waiting to hear back from either. Would NEVER recommend anyone using great escape again. Basically once they have your money they don't care how the rest of the delivery experience goes. read more

Just had new 30 foot above ground pool installed this spring already have a hole in liner. Spoke to sales person they told me it's not covered under warranty! They told me they can sale me a patch to repair pair hole ! WTF ! Spend 7000 on a new pool and has a hole in the liner in 2 months! Would not recommend this company to anyone!! Go somewhere else to get a new pool !!!!! read more

I wanted to Thank Barry (manager) for recommending Rob's Pools to install my 33 round pool liner He was GREAT his team was very skilled and experienced at putting in liners .I had a very bad experience with their regular pool liner installer Joe his personality is very Rude and unprofessional .He may be a good installer,but it starts first with customer service and he is lacking any ! If you need a liner replaced from Great Escape believe my review you can not go wrong with Rob. read more

The Great Escape - Hot Tub & Pool Near Me - Algonquin, Illinois

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I bought some furniture from Tony earlier this week and I wanted to let you know what a great experience it was. He was helping 2 other customers when he asked if we had any questions. He was very helpful and took the time to measure the furniture to make sure it fit in my porch. The next day he sent a note thanking me for the business. That extra step really left me with a very positive feeling about The Great Escape. I just wanted to pass along the positive experience I had with Tony and recognize him for his great service and professionalism! read more

We have been going to the Algonquin Great Escape for all our pool supplies for the last 12 yrs. Last year, we purchased our hot tub from them. They are always very helpful and informative. They have never tried to oversell us. We just needed to have our pool liner replaced. The Great Escape sells liners, but refers installers for the actual labor of replacing them. We had Rob, from Rob's Pools come out and replace our liner. He was very nice, and did a great job at a reasonable price. Rob's Pools # is 630-999-1914 read more

Some sales guys would lie through their teeth to make a sale. We looked through several pieces where the salesperson kept saying that the product was either out of stock or delivery will be towards the end of June. After a while he pointed out there was a set that was available for delivery on 5/25/2021. We immediately put the down payment and eagerly looked forward to the delivery tomorrow. Having received no call from the salesman who incidentally happens to be the manager Dan, we called the store only to be told that he had made a mistake with the date and that he had called us and left a message. This is an utter lie. We did not receive any call and are sure that this is Great Escape's underhanded, cheap, sneaky way to secure a sale. We were wondering why this location on Randal Road had a two star rating. With managers like Dan, I'm surprised they are even getting this rating. If there was a negative rating, I would definitely give it. Businesses cannot afford such cheap tactics, especially during a pandemic when people are extremely conservative about splurging on items such as patio furniture. Besides, there are excellent stores on Randal offering exceptional service. I wouldn't be surprised if this place shuts down within a year. read more

We have been coming here for pool and hot tub supplies for years and have always received great service - the employees here are very knowledgeable about pools and hot tubs. Just this past week we were in the market for a workout machine and shopped the various sporting good/workout stores and finally settled on a device here at Great Escape. Chad seemed to know a lot more about the machines he sells than other stores' employees did - the fact that he used to be a personal trainer was definitely clear in his ability to explain what machine(s) would be better based on our goals. He did not simply recommend the most expensive piece on the floor like what happened when I went to 2nd Wind. read more

I began to research treadmills. I settled on the Life Fitness brand and learned The Great Escape was a distributor. I stopped in and spoke with Tony. He was very knowledgeable and answered all my questions. I left and put more thought into the purchase. I returned a few days later and purchased the treadmill. The treadmill was delivered. The delivery men were at my house 20 mins. The treadmill was delivered and set up quickly. I would highly recommend The Great Escape. read more

I bought a patio set barely 3 years ago for $3500.00. Two of the chairs have broken and the bottom support of the table sheered off. When I contacted them for replacement parts they said they don't have them and neither does the manufacturer. Very upset, poor quality for a lot of money! Don't think I will ever shop here again. read more

Barry has been helping me with my above-ground pool needs for years. Thank you for always taking care of the customers' needs!

There is nothing "great" about this place. Upon entering and looking around for more than 15 minutes, no one greeted us or acknowledged our existence. Other than one other customer, the store was completely empty. There were four associates; two of which stood around eating and the other two sat doing nothing. Finally, as an associate passed, we asked him a question and he just commented on how uncomfortable the furniture was and kept walking. Really? ..After browsing further, we asked a different associate for help. He avoided answering our question and just walked away. The associates here are extremely rude and have no interest in selling or offering any service to potential customers. I would never purchase anything from this ridiculously overpriced, lack-of-service establishment. Next! read more

We bought liner from great escape and they reccomended a man named "Joe" to put the liner in for us. He was highly reccomended by more than one person. He was extremely rude to us when he called to set up a day and time. Cancelled on us and then when we tried to set up a different day and time the guy yelled and swore at me and then hung up on me. DO NOT GO WITH JOE FOR YOUR POOL LINER. Hes EXTREMELY unprofessional and rude. read more

I love the people at Great Escape. They are very knowledgeable and helpful. They always offer to carry up or out my purchases and they are very friendly. Their prices on pool supplies and equipment is very competitive. The only time I needed their spa service, the service tech was great too - quickly identified the problem, provided an estimate, and repaired with parts the same day. I love this place and team. read more

This review is for Rob's Pools, which I found accidentally on The Great Escape's page. TGE did not refer them to me when I called for an installer. I had called 9 different installers for over 3 weeks --none of them had the curtesy to call me back!! Rob called within the hour, was out the next day and told me exactly what supplies I needed to get the job done!! His crew was professional, personable and did a great job!! He gets 5 Stars from me!! The 4 stars are for Great Escape. If they would have referred Rob, they could have gotten that 5th star. Rob's Pools 630-999-1914!! read more

Bought a chair from this place two years ago, and it matched 4 counter stools I purchased elsewhere, The gliders on the bottom of the legs broke, and the place I got the stools from them called the manufacturer to have new gliders sent at no charge. When it happened to the chair from Great Escape, Fred admitted he had no idea what to do. Said he'd look into it and call me back. Two months later, I called Fred, and he had no recollection of the call. We started over, and again Fred would look into it and get back to me. After another month or so, I've given up on Fred. We called the manufacturer directly, ordered gliders ourselves, and they aren't free. Don't worry about following up Fred, your job was done for you. No wonder rheir parking lot has been empty since the day they opened. read more

Bought a pool with great escape. Love this place. Algonquin Store. I have no complaints about that. However - Brian - he answers the phones and somewhat helps people as they walk around. He is so dang rude. Before I even went down there I called and asked about how the website says I can custom build any pool to fit any back yard. He told me NO you cant. These are the sizes. I asked why does it say that then, what does that mean? And his response was "why don't you write the website and ask. Then when I went there he approached me as I was waiting for a salesman and it seemed like he was just trying to steer me away from the nicer pool I wanted and scare me off. His answers are half assed and he is rude. If he hates his job so much he should quit. I work in customer service and his customer service sucks. read more

Thank you again Gary for inappropriately escorting us out the park without any proper reason other than me having my phone out on a ride where multiple people were also recording. While I had my phone secured in my bra due to having no pockets available via wearing leggings and a tank top to great escape park causing a HUGE scene at great escape Queensbury, NY making me feel very UNCOMFORTABLE AND DISCRIMINATED AGAINST LEAVING VERY UNSATISFIED WITH SERVICE. Useless to get a season pass at this location if you are of African decent or Hispanic descent DONT WASTE YOUR MONEY!!!! If I can give it less than one star I would! read more

Bought AFG 5.0 treadmill from them. Had to have a couple companies come out for repairs (under warranty). This last company US Fitness put a bracket on wrong, we have been trying to get someone to come out and have been ignored by AFG/Johnson Fitness. BEWARE: Cusomer Service here is very poor!!! read more

If I could give them a zero I would! We didn't even get furniture from there, but they are delivering our neighbors furniture right now. They decided to set up their furniture ALL over our drive way and when I was trying to leave I asked them to get it off of our driveway and they put it in our yard, which was just recently reseeded and were supposed to stay off of it. I asked them to please get off of our yard and they laughed at me and continued to put it in our yard. To hire such ignorant delivery men speaks a lot for the company. read more

The store is great but the post purchase service is TERRIBLE. We are 5 visits and counting from their service department in the last 3 weeks, with 2 different service technicians, a new heater in the hot tub among other various repairs, and yet the tub still won't heat (the heater stopped working after 1 week and $500 later). On top of which, we cannot get straight answers from the "supposed" supervisor named Shannon who adding insult to injury, has a very poor attitude. Very disappointed and frustrated. As a result, we will never shop at your store again and recommend all local friends to steer clear of any purchase that may at some point require service. read more

I ordered a table and chairs from here with some cushions ! Received the the table and chairs which was damaged ! It's been six weeks and have not received my cushions !! I was told four weeks!! Salesman can tell me nothing but , "they will be here soon!!!!" It's the middle of June ! I am guessing by Labor Day I will have them! Terrible !! read more

If I was able to give them zero stars I would. Do not buy from The Great Escape! We purchased a top of the line hot tub by Jacuzzi in June. I've found out that we paid too much, but worse is the service! Our tub was delivered in June and the team that installed it forgot some of the temporary decking we purchased and placed the tub on decking that was too small allowing the hot tub to overhang. We were told "it's ok - it should be fine". Even though I paid $400 for the decking they forgot and the hot tub was not even - we were told it was "ok". Additionally - I was told by the store they would show us how to use he tub and properly care for it. No instruction was provided and they said they don't even know how. About 2 weeks later, we began having issues with the control panel and the tub turning off. A service tech came out and just flipped the breaker and left. We continued to have issues and the same individual came back out and replaced the control panel. After two months we noticed the hot tub was leaking. Service once again came out and said we have a very serious issue deep inside the tub and they would have to pick it up to service it. The tub began to short out but we were told it was ok to use it. Umm - it's electric - don't think so. After several conversations requesting a new tub, I'm told ok we'll bring a new tub but it will take about 6 weeks to receive. I ask for them to halt any payments due during that time because I financed this and am told no. I have to continue to pay foto a defective tub that I don't have and can't use for about 2 months. Ugh! I get another call saying they found a tub and will bring that. The day they come - 5 people come and they say that can't take it and deliver the new one because it's too heavy for the 5 people. However, they left the filter and top parts in my yard, placed the tub incorrectly and created a mess for me. My husband had to pick everything up. After several failures wth this product and company - I've asked for a refund and them to take the tub back. I'm being told "they" will not do that. When I ask who, I'm told "corporate". When I ask for a name to contact - they are unwilling to give it. Finally I had an individual named Reid call me and leave a message. After returning his call three times, I still have not heard back. This company feels like a scam artist - they take your money and provide terrible products! DO NOT BUY HERE! read more

Do not shop at this location!! My husband and I were in the market to purchase a pool table, we went there and found one we really liked. The salesman informed us all the pool tables are 30% off, great I thought. He knew which one we liked and while we were picking out fabric told us our price. The price did not include 30% and we asked why, he said "oh that table is not 30% off. OK well that is what you said we argued. Needless to say we left, here is the KICKER people. We decided to give them another chance and went back over the week night in hopes we would have a different sales man with a different experience. We selected a pool table and he told us "great the pool tables are on sale." I asked what him what would the out the door price be. He told us $1600 something, awesome lets pick out fabric. As my husband is putting money down magically the price is now $1800 something. HERE WE GO AGAIN! We explained that is not what we were just told, this happened the other week to us the price changed. Needless to say they did not give us the table that was quoted originally and they lost a customer. I would be very cautious about shopping in this location as the sales men are not trained on their merchandise, prices or how to make customers happy. It seems their ony tactic is a bait and switch. read more