worst service ever. Walked in the door. The first employee I encountered was on her phone and couldn't be bothered. She sent me to the register. I asked them if they could help me find what I was looking for and they said no, so the first lady had to take care of me anyway. The item I was asking for was not in stock. She went to the computer and it was way too much trouble for her to look it up for me. She had such a bad attitude . I was taking her away from her phone. I gave up and left read more

Bought a hot tub from them 5 years ago. Speakers in it have gone out so many times I just gave up having music in it. Now my hot tub cover needs replaced....called them and they said they were out of stock but if I paid $300 they would order me one and it would be here September 6th. Paid the deposit and it is now September 12th and i am continuously getting the run around. Once it comes in I'll never buy another thing from them again. read more

I called to ask if they carried filter cartridges size A or C for my Intex above ground pool. The girl that answered immediately said NO! So I asked if she knew any place in Rockford that does carry the hoses and strainer fittings? She said she didn't know. I started to thank her for her time and she said goodbye and hung up on me!! They were 9 mins from closing time. Maybe she had a rough day but you still don't have to be so rude. read more

I would never buy a pool from them again! Getting our pool installed was a disaster!! They hire someone for the leveling, bringing in the sand, and install process. All 3 were an absolute disaster for us. When we complained there was no one that would take responsibility. We were missing pool parts and they didn't believe us that they were never delivered. Our pool was put together very poorly and when we told them no one would even offer us help or to come out and look at the job the installers did. read more

Horrible customer service and product quality. I spent over $3,000 on living room furniture set and had to return a chaise three times in the first year. I bought the 5 year Warranty which was told to me to cover everything. Shortly after the year mark the rest of my furniture started separating at the seam. The company deferred me to the Warranty company who told me the warranty doesn't cover seam tears. Loves Park management promised to make right by me but every time I call (at least 6 times) they give me the same answer which is they are still looking into it. It's been close to 9 months and my furniture keeps getting worse. I will never shop here again amd encourage everyone else to shop elsewhere. This place sells low quality products at high prices. read more

The Great Escape - Pool & Billiards Near Me - Loves Park, Illinois

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We purchased a pool earlier this year before the madness of everyone else buying one. Thankfully we were able to purchase one and get it installed to enjoy it in time for the summer! Very professional installation. Looking forward to many years of enjoying the pool. Now have to extend my deck to the pool sometime. read more

The Great Escape - Po - Pool & Billiards Near Me - Loves Park, Illinois

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I'm not exaggerating when I say that I have never been more disappointed in a company's service. We recently spent over 6 thousand dollars on a gazebo and outdoor furniture, and the experience has been horrible on every level, so much so that I don't know where to begin. First, the saleswoman promised that the gazebo and furniture would be delivered and installed within two weeks of purchase (which is one of the main reasons that we purchased through The Great Escape and not elsewhere). This was also the reason why we made the purchase so quickly, since the saleswoman told us that we needed to act fast before they got bogged down with pool installations. To prepare for the quick delivery, I dismantled our existing furniture and pergola, then cut tree branches in order to make room for the larger piece. When we first inquired about a delivery date (which we were told to do), we did not receive a follow-up call. When they did finally get back to us, they told us that the soonest they could deliver would be the end of May, which would be well after my son's first birthday, for which we wanted to have our new furniture. When we explained that this was not what we were promised and was unacceptable, they were able to schedule a sooner date, but still beyond what we were told. When we spoke to the scheduler, she was very rude and made a point to explain how her people were coming in on their off day in order to make us happy, as if we were making unreasonable demands. She even joked with my wife that we should "make it up to them any way we can." This morning, the installers came. They are currently working and have been doing a great job and are very courteous. However, they came without our furniture, and said that the Gazebo was the only thing waiting for them. Mind you, we specifically were told it would all be delivered together. My wife and I decided to call the store thinking that we could at least pick it up ourselves, but when we called, we were told that the furniture was still in the Chicago warehouse. The manager was very rude and once again seemed to suggest that we were being unreasonable to expect what we were told would come, despite the fact that he admitted the reason that we didn't have our furniture was because the saleswoman forgot to put in the order. He also couldn't give us a date that we would get it, despite the fact that we were told at the time of purchase that they were in stock. The last little tidbit about this experience relates to the gazebo. The saleswoman had told us that the roof is sealed and that no water would get through; however, the installer informed us that there is no sealant and that it isn't exactly waterproof, and we should expect some water to come in from the roof. Needless to say, I will never do business with them again. We are reasonable people who only expect what we were promised by the store, and I'm sick of being made to feel as though we're putting them out by holding them to it. We haven't asked for them to take money off the price, we haven't asked for anything beyond what was promised, yet we're being treated like we have been. read more

Bought a pool ladder in May 2022. Within 3 weeks both arms had cracked and during that time, the pool was only used maybe 5 times and no rowdy children or wild parties. Just normal use. We removed the arms and took them in for replacements - these ladders aren't cheap! A male staffer that acted like we were a bother said he'd go look in back and comes back with one arm and says he doesn't have another. We show him the floor model and that its arms are perfectly fine, can we just swap the other cracked one out for one of these? Just need a cordless screwdriver and it can be done in less than one minute. He literally walks away from us as we're talking to him. We just look at each other like did that just happen? He told the cashier to tell us to put DUCT TAPE on the arm. I'm not even kidding. After paying $260 for a ladder 3 weeks ago, you tell me to duct tape it when it breaks. Another staffer calls a few days later and says he'll "look in back". Calls again - nope don't have it and won't have it for a few months, but tells me to go to their website and order a replacement part. Why can't HE order it and give it to me? My neighbor is looking to put a pool in next summer and I'm telling him NOT to go to Great Escape and I will not buy one more single thing from that place. Their customer service is PITIFUL. Wish I had read all those negative reviews before I bought from them. read more

Surprised by these reviews.......Over the past 8 years alone we've purchased a hot tub, outdoor umbrella, a sauna, movie theater chairs, a pool table plus other stuff. We have always had very good service and would recommend this place to anyone. read more

This second review is in response to the owners comment.... I agree chemicals are cheaper here than at big box stores. For example, a box of shock (4 bottles) is $10 here but $16 at Menards.When I made my comment on prices being higher I should have been more exact. I meant the prices on pool accessories (like toys) and on patio furniture. I am not familiar with quality differences but have noticed the price differences. For example, my son wanted a pool toy that was $18 here but $12 at Walmart for the same one. I will continue to buy my chemicals here, as I was in yesterday for a case of shock. The employees are soo wonderful and I will continue coming back for the fact alone. read more

Went to Great escape in Loves Park, IL to purchase a pool. My sales person Eric who was able to show me around the pools and answer all my questions. I was able to find a pool suitable for my needs. And it was delivered the day they said it would be. All and all, I couldn't be more satisfied. read more

Let me tell you about the experience my Husband and I have had with this place. You come in looking for a hot tub and they tell you all the benefits...check. They tell you the benefits of getting their chemical and installation/delivery package...check. On the day of install you realize the hot tub isn't level and you call them back about it and are told it's not their responsibility to level it out...WTF??? No where in the paperwork we received did it say it was our responsibility to ensure leveling and the issues that would arise if it wasn't done. What are we paying you the installation and delivery for? Also, the salesman Rob Dorf told us a complete falsehood about when the sale was ending so he could get us to buy the hot tub. What type of shady business tactics are these. I will never shop here again and I caution others to reconsider before they do as well! read more

Since great escape is vague on "additional costs, if any" I will summarize for anyone who is thinking about getting a pool. 24' pool = 3750.00 Installation (12" dig and one truck full of dirt) = 1250.00 Permits = 200.00 Electrical = 600.00 Grand total = 5800.00 So if your thinking about getting a pool..keep in mind these additional costs. Something great escape fails to cover when you sign on the dotted line read more

Rude employees, they sell expired pools at cheap prices making it nearly impossible to find parts for any pool you purchase here. Also, they don't give a sh*t about you after you bought a pool from them. On top of that the employees act like they're doing you a favor when they help you out with ANYTHING. I avoid this place at ALL COSTS! BUYER BEWARE!! read more

We went to The Great Escape in Loves Park last night to buy a new pool cover. We bought the newest model that they had advertised which uses hexagon shaped air bubbles that are designed to cover more surface area than the usual round air bubbles and keep a pool 13% warmer, according to the manufacturer. The box it came in advertised this new improvement in large bold print on the side. We paid $75 in cash. This morning when we took it out of the box, we saw that it didn't have hexagon shaped air pockets, but they were the regular round ones, so we went back with our receipt to exchange it for what we had purchased. First, we were told by one girl that it didn't matter if the bubbles were round or hexagon, then a manager told us he had never even heard of hexagon air pockets, until we pointed out the large white advertisement on the box (see photo). At that point we decided to just get the money back and buy what we wanted elsewhere. He then informed us that because we paid in cash, we couldn't get a full refund!! Their store policy is to only give back $50 and then send you a check for the rest of it! I am not kidding! A store that big cannot refund a customer $75 when they are selling a product that is falsely advertised? UNREAL! If you must shop at The Great Escape, be careful that you check to see what you're buying first, and be aware that their return policy is ridiculous. We won't be going back there again! read more

The Great Escape - Biyer beware. What is inside the box is not what it says on the outside. - Pool & Billiards Near Me - Loves Park, Illinois

I love my 1-1/2 year old Jacuzzi Hot Tub, but the warranty service provided by the Loves Park Great Escape leaves much to be desired. I'm going on over 30 days, and awaiting the 3rd visit, to get this fixed. Just found out, after having to go through Jacuzzi, that they will not fix this before my daughter's birthday party. Piss-poor service on products they sell. read more

We were recently in The Great Escape looking to potentially replace our hot tub. We met with a gentleman by the name of Rob Dorf who was extremely knowledgeable about the various brands, features, etc. We also chatted with him about massage chairs, exercise equipment and leather furniture. We ran him around the store looking at so many different items and he was well versed on them all. We did end up purchasing a new sectional and matching chair which was a complete impulse purchase and everything went as smooth as silk with the transaction and delivery of the items. Rob was very courteous and when he said he would email us with quotes for different items we looked at, he did so very promptly. While we have yet to purchase a hot tub at this point in time (Uncle Sam will be getting a big, fat check at the time of this writing), when we do choose to make the purchase it will be from Rob and The Great Escape. read more

I have been waiting for a service appoint since before labor day to have a pump rebuilt. I received one call and was told an apt would be set within 2 weeks. It has been close to five weeks with no contact. I had another service warranty issue earlier this summer and that service call took a month before completed. This was as a result of contacting a regional Manager and then the store manger. read more

6 years ago we bought the best Quest pool the Great Escape had with a lifetime warranty. This spring it had rusted through in multiple spots and worn holes in the liner due to the rust. The Great Escape said they don't handle their own warranty I had to contact another company. After weeks of trading emails and pictures they said for $530 (to cover shipping and processing), they would send me a new steel wall. The catch was I had to sign that they weren't responsible for the damage to the liner nor for replacing the wall, I was on my own. The Great Escape doesn't care about the customers after the sale. Stay away. read more

We received a $100.00 gift card from my sister from great escape. The first time we tried to use it they couldn't find it in the computer and although we had the sheet of paper which is their idea of a gift card they would not approve a $3 purchase. Went back today to get a replacement hose for $8 and they have no record of the gift card purchase. We bought a $6000 pool from them and they have been rude every time we go in with a question. Went in for a part and their computer showed 5 in stock. They could not find any in store. Buyer beware!!! read more

I have had such a terrible experience from the Great Escape. The only time anyone was helpful was when I was purchasing the pool since that point there has been no customer service. Its sad that they sell a bunch of products they don't ever service. Sure they give you numbers of people to call but no one answers or returns calls. There is no one to trouble shoot your problems or give you customer support. Your stuck with a heap of junk that you have had nothing but problems with since you had it put up. Hoses replaced so many times I cant count, pump doesn't work, filter bad, heater never worked and they won't let you return it. Something that was supposed to be fun for my family has turned into a living nightmare that no one wants to help fix or stand behind there product. I would never go here to buy a pool again. Ever! You will be left in the dark holding a bill for something no one wants to fix. The fact alone that they sell products they don't stand by is disheartening enough. Then when you call and try to get someone to help you they act like its no big deal and you don't need help. read more