We just had the best customer service experience with Cody DeBoe at The Great Escape! What a pleasure it was to work with him on our purchase!! He was professional, knowledgeable, kind, patient and so helpful with us while we went back and forth on our purchase trying to decide on what we really wanted, he helped us in every step of the way to make sure we got exactly what we would be happy with. The Great Escape is lucky to have Cody as an employee! Thanks again, Cody! read more

The delivery men Bill and Billy were excellent, hard working, extremely knowledgeable and even went above and beyond to complete their profession. I highly recommend them for delivery read more

I was very pleased with the service and quality of products that I received. I have shopped here several times over the past few years and most recently went with some friends to pick out a patio table set. They have a great selection and were very helpful. I'll be back for my next project. read more

Ever since we have purchased our hot tub we have had nothing but problems with this company. Ordered a part 2 months ago and they said they would come in 2 weeks to replace it then I called to follow up to find out they never even ordered it. Whenever I call I get transferred several times or given different people to call. First when we bought it came without a lid and that took 8 months to get. Wish we never bought our hot tub from here! Customer service is ridiculous! read more

The worst in the QCA. Purchased a new spa for over $6k and needed some warranty work. They will not call you back, will NOT honor warranty. They flat out scam you. Run far away. Doug is the worst salesperson/manager. Really regret buying there. read more

Very helpful and got a lot of information! Walked in clueless and left with the things i wanted knowing a lot more information about it!

Working with Jay the store manager was a dream! I recommend all customers come in and ask for him! He made all my wants come to fruition. I will definitely recommend Jay to future customers! read more

I am not one to write a review but this place needs to change. Everyone makes mistakes.. I get it. After the 3rd mistake and over $800 lost out of our pocket because of their mistakes I will NEVER go back AND will make sure people are aware of the poor service they provide. My family has spent over $10,000 at Great Escape you would think they would make sure they made little mistakes. I'm sorry I gave y'all a chance not once but 3 times and y'all screwed us over!!!! PLEASE DO NOT SUPPORT THIS BUSINESS YOU WILL BE BROKE BECAUSE OF THEIR Oh... Jay we both know that you have made multiple "mistakes" my option here is it's poor management and lack of customer service not mistakes. Mistakes don't happen 3 times and $800 screwed over.. It's been 2 weeks and we're still over it. Never would I send anyone or buy anything from your store!!! read more

I had a great experience with them after my pool was destroyed over the winter, they helped with new purchase option, worked with my insurance claim to maximize my savings, and installed the pool in a timely manner. Sad to see some of these other reviews because I have nothing but good things to say about our experience. read more

Most helpful sales staff at any pool store I've been to in the QC. They have everything you need to keep your pool or hot tub looking great. I've been going there for the last four years whenever I need anything for my pool. If you go, ask for Doug, he is super helpful and knows everything there is to know about pools. read more

We were given very vague pricing for a pool install from a fast talking salesman - who has yet to return a call or email to us to date. Great Escape works with Bureau County Pool Installers who charged us $897 to install a pool!! Our salesman told us we would only need to pay a minimal mileage fee (which turned out to be $5.45 per mile!) and excavation IF they we were not level on more than 2 inches. We had an existing pool of the same size in the same location, yet they found the need to excavate for $250! Another $150 socked to us because we have a small deck running 1/4 of the way around our pool and it was a "difficult" install. Then there's the $300 sheet of plastic they put under the pool between my sand and their sand that we were not told about. It is absolutely disturbing that Great Escape would continue to be in partnership with such an unethical business. read more

Horrible service! Went to store 3xs no help. Finally put a deposit on a hot tub pending delivery option. They will call me... Didn't call until secretary who knew nothing called to say they would charge $350! Why doesn't the salesman call me? Why didn't they let me know when they were coming out? Horrible service! read more

I would never recommend this company to anyone. Ever. Bought a pool on May 8th. Paid $5,500 up front. We were told the pool would be installed at the end of May. An hour before the pool was supposed to be delivered on May 29, we get a call saying it'll be the next week. Finally got the pool on June 2. Next we have to deal with Bureau County Pool Installers. They continuously changed our install date: End of May, first week of June, June 10, June 28, July 16, end of July sometime (they were unsure of the date). So on June 24 I called our sales rep, Doug & canceled the install. He said we would receive the refund (around $1300/1400) in 5-7 days. We found an installer locally who would install the week of July 6th. This same day, the installers call once again and now say mid August. They had no idea we canceled them. They were never notified. July 6 there's still no refund. It's been 12 days/8 business days since Doug told me we'd have our refund. I call Doug. He assured me he called corporate on this day and they were mailing the check this week. On July 9th I speak to the manager, Jay. He tells me he's spoken to corporate and the check will be mailed July 17. I get a long list of excuses & zero solution. Now we have no one to install the pool until September. Granted, both Doug and Jay are very friendly but Jay is also great with the long list of excuses. Great Escapes and Bureau County Pool Installers are the absolute worst companies I have ever dealt with. I highly recommend finding a different pool company. read more

I had a horrible experience at the Great Escape today. I came to the store to purchase pool supplies to open my pool. I usually spend more than what I intend too. I wandered around the store and not greeted by anyone. Only 4 to 5 couples in the store besides myself. I found several chemicals. A young man was helping a couple and when done began to walk away. Never asked if I needed assistance but did stay and answer the question then quickly left never to return. As a matter of fact no ireturned to the chemical department to assist. I stood in the same place looking at the eye balls for 20 minutes and not once did anyone ask if they could assist. A young man walked behind me in a phone stating he is getting off in 5. Well another customer comes up right beside me and all of a sudden a sales person is there to ask if he needs help, within seconds. I could not believe this. The sales person answered the question turned around and began to walk away even though I was looking right at him he would not look at me. He began to walk away and I stopped him and stated what about me are you going to help me. I have been here in the same place for 20 minutes. He asked if he could help and I said needed the eyeballs in white. The salesman stated he needed to take a part up front then would be back to look. I waited and on his way back the manager stops him and starts talking to him. i began staring at both and neither stop talking. I said to them I am waiting for assistance and the manager states can't help it that were busy. I tell him that he does not appear busy. I have been waiting over 20 minutes for any type if assistance and no one will approach me. Is it because I am a woman. All if the couples and the Man was helped but I was not.why not? I told him to forget it I am tired of waiting for help I would have spent more money in the store but am so frustrated with this process. The manager looks at me states well sorry while he turns around and walks off. I went to the check out and the salesmen was sitting at the counter. One states I helped you. I corrected the young man. I stated yes you did but I should not have had to seek you out to get a question answered. Then he turned away. The store was not busy. There was a continual flow but not busy. I felt ignored. I felt your manager displayed inappropriate customer service skills to women which reflects now on his staff. I read the mission statement of your store but your staff has not read it. If they did they would not have allowed me to leave the store frustrated with their service. They would have had pride to correct the issue anyway possible but the manager does not promote this so why should the staff. This may be a statement for a website, the owners may not follow either. I served my country, I work for the federal government, I have had children, I pay taxes, I live in a nice house and have a nice pool. I have believe I have worked hard and entitled to respect, dignity and quality customer service when I enter stores to spend my hard earned money. I will not be entering your store ever again, I will inform everyone I know of this incident and they will inform everyone they know. We don't just write our mission, values or morales down we follow them. read more

After purchasing a pool from Great Escape late May, we had an unfortunate accident when an old buried septic tank gave out and swallowed most of the water, and a good chunk of ground around it. We are very thankful we were not in the pool at the time. This accident did not have anything to do with the installation of the pool or the pool itself. It was just a freak thing. But, what Jerry at Great Escape did to help us out was extraordinary. He made it possible for us to afford to move the pool and continue to enjoy our summer. Any place can sell a pool, but Great Escape made sure we could use our pool again. The pool we bought stood up to this accident and we only had a hole in the liner. I would not hesitate to recommend them! read more

Informative, and personable staff every time I call or come into the store. Not to mention their pricing is hard to beat!