When I need outdoor furniture (Sofas, bar stools, Adirondack chairs, dining table & chairs, parts) Great Escape is the store I go to for everything. All of the products are top quality and they last for years. The staff is great to work with - always professional and very knowledgeable. During my last couple of stops to the store, I spoke with Jamie, Robert and Tristen. They have all been so helpful that I look for them when I return. I highly recommend this place!! read more

Experienced an issue with the hardware/assemble of my patio table. Jamie and her staff did a great job providing a solution & resolving the issue quickly! Outstanding Customer Service! read more

I have purchased a Viking spa from here in the past. The customer service at this location is horrible. They need new Management and new employees. Their repair person is rude and just wants to overcharge for doing nothing. Buy your hot tub from somewhere else! read more

THIS is beyond a very terrible experience. We bought a spa cover in May 2025 and were promised 6-8 week delivery - After 8 weeks, we called once a week asking when the the spa cover will be delivered. They gave us the exact same message each week. "It will be here next week, it is already at the warehouse." It was like they all had the same script on the computer when they "pulled up our account". ?After the 5th week (after the intial 8 week delivery date promised), I asked where was the warehouse and was informed it was in Chicago. I was like well that is only 1 day drive. How can it still be 5 weeks later without receivng the spa cover, after you promised it would be in the next delivery (each week for the next 5 weeks? ) So after we still did not receive the spa cover we decided to cancel the order. We got the paper work stating we would get the refund back. After one month of still not receiving the spa cover refund, after a month waiting to see the credit posted to my credit card, I called 2 days ago and they said - I will relay this message to the manager. (sure they would) OF course, I did not get a call back, So I called again today - and they said - oh - Yeah - you CAN NOT get a refund. Too bad, so sad was their attitude. They said - Oh the spa cover is here and ready for pick up !! ???? We never got notified that we could not get a refund as we have a paper work with the receipt for a refund. They never notified us that the spa cover actually came in (16 weeks late). They did not offer to call the warehouse or to see what was causing the delay. They only stated that it would be here "next week" which it never was. Then when it did come in, they never called us or told us the refund was not going to be provided!! In addition - the customer service is terrible. The service guy definitely over charges outrageously (as I see from other reviews too). When we just got our jacuzzi spa (it was actually set to "lock" mode) . We had no idea why it would not change temperature, and asked GREAT ESCAPE if someone could trouble shoot over the phone because we knew it had to be a setting we couldn't figure out. ANYWAY - they had to send out the service guy $150.00/ to come out/ $90 for the first 1/2 hour. All he did was hold down a button for less than 30 seconds and charged us $275.00 (the additional amount was labeled "shop" or something like that. I asked aobut it and he said it was the spa chemical he put in (HE USED OUR CHEMICALS!!!) He was literally here for less than 10 minutes (the time it took to walk from his van to the hot tub and push a button for 30 seconds. It was a rip off but apparently (according to Great Escape) he is the only HOT tub service guy in NORTHEAST OHIO!! Obviously we found better hot tub service guys than Great Escape recommends! I am very very disappointed in the lack of help when we are purchasing a very expensive equipment and replacement items. They were very unprofessional and lacked caring for their customers. We will not use this place again. read more

This is about getting service/repair work done. The Great Escape Spa service gets 1 star. March of '25 called about a leak. A "technician" came to my home and gave me an estimate of $500 for a new manifold, etc. and charged me $275 for the visit. June comes around and haven't heard from them so I call. Kind of seems like they forgot about me, but they came out and appeared to fix the problem. They installed a 2 inch piece of PVC and put a sticker on my hot tub and charged me $500. Definitely didn't put in a new manifold. Now, it's August, two months later and I'm having the same leak in the exact same spot and I'm being told that my 30 day warranty is over and I will have to pay for the service call, parts and labor. But I was told it's a minor issue and I could put some tape on it. If it was so minor, why was I charged $750 initially? read more

The Great Escape - Hot Tub & Pool Near Me - Avon, Ohio

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Purchased a Viking Spa in May 2020. Spa started leaking May 2024. Service fee from Great Escape tech (which is simply to drive to your location is $150.) Any additional time to diagnose the issue is $90 per hour. We paid $240 to be advised that caulking should stop it. We asked about the second pump that has signs of water corrosion and he did not think that is the issue. We were not about to hire tech to drain our tub and caulk himself at $90/hour. Just be prepared that a service call provides NO SERVICE. It is simply $150 to drive to your home. Any diagnosis time or repair time is hourly on top of any parts. Be sure to keep your Viking receipt and review the online tiered warranty from Viking. We plan to follow up with them. read more

The Great Escape - Hot Tub & Pool Near Me - Avon, Ohio

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Jamie was very helpful when I asked about replacement rocker plates for a patio chair we purchased at their store 12+ years ago. After some research Jamie located a pair of plates and gave them to me free of charge. Excellent customer service. read more

I have only ever a positive experience when shopping here! The staff is helpful and super friendly. I have been coming to this location for years, they always have everything I need for my pool. They treat me with respect and value me as a customer. 10/10 would recommend them to anyone! read more

Very poor customer service and can't even get a part to repair hot tub. Will never purchase anything here again. No one wants to help. No call backs or part guy doesn't return calls or help either. Store manager either. Very disappointing. Melanie read more

It has been a horrible experience with customer service . I purchased a basketball hoop with installation, and the first time the concrete was suppose to be poured they were a no-call no show. The second time they were suppose to come , again a no call no show. They finally came out on the third scheduled pour. Now the remainder was scheduled to be done on Monday June 27th, and Katriana calls today and says it's the 28th. I'd understand a mistake once, but 3 different times? What they don't understand is people take off work to be home for these appointments. I've wasted 3 vacation days waiting for them . Katriana also was very rude stating it was never said it was the 27th. The fact is she can't keep her calendar straight and wants to put the blame on others , like she threw Amy under the bus. read more

Seth at the Avon store is rude and talks down to you as a person as he feels he is above you. Went in to buy a pool and he acted as if he was being bothered taking time away from him sitting in his chair. I would never have an individual like him representing my company. That being said I went to your other location in Strongsville. They were all awesome and went above by and beyond. I was able to buy the pool I was looking at in Avon Location at Strongsville without getting attitude. Seth is in the wrong profession because dealing with people and customers he lacks the profession. read more

I had to replace an old 33' pool recently so I went to the Great Escape since I heard so many nice things about them. They have a great selection at the store, and it was a nice place. They enforce social distancing and require all customers to have a face mask on to enter the store. I ended up purchasing a 54" Quantum pool as a replacement. This was billed as 'Top of the line' and 'best pool around'. We set a date for delivery and installation for an afternoon about 2 weeks after delivery and all was good. Pool was delivered in boxes and left in my driveway. They could not put it anywhere else because they only had a pallet jack with them. I live on a main road so leaving all these boxes on a pallet was a bit stressful. But it was fine, not where I wanted it, but no biggie. A few days later I woke up to my dog barking and banging on my door. It was the installers, a week early and at 8am. Not the best way to wake up. No phone call prior, nothing. They took about 2 hours to install the pool and you can tell they rushed it. After installation, and tossing my hose in the pool, they left. The trash was 'picked up' in the sense it was all piled in my yard. A lot of it blew around so I had to spend a few hours going to my neighbor's yards to pick up trash. I took a good look at the pool and the pool was not round. There was scalloping of the walls at multiple locations of the pool. I called their service department and was told 'That is just how the pool looks'. They then transferred me to the salesperson (Jackie) who originally sold me the pool. She informed me this is normal for this size of pool. I explained I do not like how it looks, it did not look like that in any of the pictures I was shown, and I would like to replace it. I stated I am 100% dissatisfied with the product I purchased. She told me there is nothing they can do after install. I paid cash for this pool upfront, and the fact there was not a single option to remedy this is abhorrent. Especially for what is considered the 'High End' pool store in the area. I later contacted a representative at LiteHouse Pools and More. They looked at the images and said there is no way the pool should look like this. If I would have been able to return the pool, I would have gone there to buy a new one. As it is, they are talking with one of their installers to come out and see if they can attempt to fix the installation of the pool. After this experience, I don't think I can ever recommend The Great Escape to anyone. I was given blatantly false information and shown images which did not represent the product I was sold. I will never buy another item from these stores again. The absolute only reason I am giving them an extra star is they require customers to wear face masks. If it was not for that, this would be a solid one-star review. read more

The Great Escape - Hot Tub & Pool Near Me - Avon, Ohio

Bought our pool and hot tub here. Our regular place to grab supplies. Assistance is hit or miss. I've gone in and gotten help immediately, then other times spent 10 minutes walking around. The one great thing (pun intended) they always have what I'm looking for. read more

Whet here not long ago to look for patio furniture did not exspect to see their sets all ranging from 2 thousand plus alittle two exspensive for some of the furniture that looks cheaply made if i wanted cheap made furniture i would of got it from ebay. read more

Bought my pool from the Avon store in 2012 and this year I needed some parts, Hayward Filter, hoses, etc... The manger was superb, she knew her products and was very helpful and courteous to my wife and I. She even found a part that I was missing on my Nature 2 system. The part is generally not available to purchase but she went into the back storeroom and found one on broken return and gave it to me at NO CHARGE!!! The prices on the filter and cartridge were competitive with Amazon. I love to buy local when I can. Super Store, the new management is really making a difference. read more

Bought a jacuzzi spa in July. Love the spa but would not recommend buying from the Great Escape. We had an issue with the spa and the person on the phone was incredibly rude and unhelpful. Have also ordered spa chemicals from them two times and both times not packaged correctly and leaked all over - liquids and powders mixed and leaked on our front porch and on our hands. A huge mess. Neither time did they offer and solutions on that either. Customer service is less than acceptable. read more

We were looking for a propane fireplace, and this store had a huge selection to choose from. There were also a lot of patio furniture to choose from also. The employee who assisted us took the time to listen to what what our style was, and brought out a fire pit that they just had assembled. The fire pit was unique and was exactly what we were looking for. We are glad that we drove the distance to the store. I would recommend this store if you are looking for a higher end patio furniture. read more

The manager of this store was extremely helpful, courteous and compassionate for our situation when he agreed to accept a return of an item we purchased months earlier but didn't use. Thank you for your compassion. read more

Bought a Hot Tub from them. I will be going into it here for the first time in about an hour. My sales guy Mike (AKA Mikey) helped me out. We had a great conversation about the cheaper spas and the more expensive spas and we got EXACTLY the spa that matched my needs and pocketbook. It was delivered today and they had the startup chemicals in the box. I read the instructions and was immediately confused. I put my hottub water in a ziplock bag and drove up to the Store. Mike met me at the door and tested the water. Nothing to fear it was all tested out and fine. We then went through the chemicals in the box and he explained everything I needed to know. There were 10 bottles in the box. I am going to spend my time with 3 of those bottles 98% of the time. I went in and bought all the chemicals I need too for the next 6+ months. It was very cheap. Why screw around on the internet. Their prices were that good. You walk in.. you get the stuff you need and the service you want. Great service. Quick professional delivery. You cant beat a Viking Hot Tub for price and value. The thing looks gorgeous in my back yard too. Who would have thought for 4000 cash I could have this heaven in my backyard. Great escapes was a great find. read more

Horrible place. My friend and I bought pools from Greg 2 years ago. He accused both of us for stealing the pumps and other items. Called their corporate and Matt from corporate said he and Amy could both see the items were never in stock. Horrible experience. Either way fast forward to 2 months ago. My neighbor was thinking about purchasing a pool. He wanted same as I have. So he called and talked to Greg. Greg decided to talk bad about me so my neighbor never purchased a pool from them. Congrats for messing up another deal. I also called the BBB on them and they are investigating this company. They said the more people who call and tell them they will no longer be accredited by the BBB. read more

Drove out from Sandusky to look for a hot tub.. We walked around for 20 minutes and no one would come help us... I decided to leave and on the way out I noticed 2 or 3 people at the sales desk just talking. One was even sitting on the desk.. (This was today / June 29 at 12:35..) I have spent thousands in the store but never again.. Back to Lighthouse.. read more

Installers ruined my one year-old textured concrete walkway by driving a several ton, tracked vehicle over it. I called within days and spoke to both Amy and Nicky. They were very nice, but ultimately just passed the buck to the installers. I'm sorry, but my check said "Great Escape" on it. Furthermore, I never got a call back from either the installer or the manager, Matt. Dirty business. I should have gone with Lighthouse Pools. Now its 4 months after the fact, and it is quite apparent that my customer service is not something Great Escape is interested in. Why would they be? They already cashed my check. Great business practice GE. I will never recommend you, or re-patronize your crummy establishment again. read more

Had a great experience tonight getting my pool water tested by two young ladies in the pool center, they tested my water and offered the proper chemicals to fix my pool. Thanks, great employee's. read more

We bought a jaccuzzi a few months ago at Great Escape and couldn't be happier with our experience!

Went in to buy bar stools, there were 3-4 employees standing around the check out desk. I had to interrupt their conversation to be directed to location in the store. No one offered to help me. I found what I wanted and saw an employee on the other side of store to ask a question. I carried them up to the counter and 2 of the 3 purchased to my car by myself while all the employees sat around casually talking! Never again!! Hard to get hard working staff? read more