Got a hot tub this summer. We got a good price on the hot tub and received it quickly. The delivery wasn't great as they damaged the tub during delivery. Within the first couple of months the included cover also has had problems with the handles totally breaking off. I guess maybe you get what you pay for. It is really too bad as the store, salesperson and quality of the hot tub itself is not a problem. read more

They've been knowledgeable and helpful. Plenty of merchandise to look at and price. Always kind on the phone. Bought Jacuzzi hot tub which has functioned well. read more

We have bought outdoor furniture and exercise equipment at great escape off Grape road. Always a great experience however today a young lady named JoJo helped us very customer service oriented!! I While waiting for a furniture to load I watched her grab a cart from another customer to put away!! Great service!! read more

MISHAWAKA LOCATION Paid $6,000 (plus $450 on chair covers) for 2 Bayfield Firepit Tables with 4 lounge chair sets in 2021. We covered the tables for the winter with the covers provided by the manufacturer. When we uncovered them last week, one table was discolored/stained. We contacted our salesperson and she said she had seen this problem before. She advised us to wait a few days to see if the staining went away. It didn't. She said that she would file a claim. Today, we were told the claim was denied because the warranty is only good for 1 year. Apparently nothing could be done and the store took no responsibility (but suggested trying car polish on the staining). So our question is this...how can a store continue to sell a product with known past problems and possible defects and take no responsibility??? Nothing short of poor customer satisfaction, policy and management. Dan P read more

The Great Escape - Hot Tub & Pool Near Me - Mishawaka, Indiana

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We bought our hot tub here and had a good experience with the purchasing process. Unfortunately not a lot of information was provided for maintenance and it took us a while to get things figured out. We had to take in a water sample which was way off for them to tell us all the products we needed to keep up our water quality. read more

Called to ask them if they had in a certain ladder AGAIN- last year I called and was told they had one and we drove over and was told they did not. So AGAIN this year I call at 6:35 and asked if they had a certain ladder- was told yes they did. I again asked "so you have a A FRAM LADDER THERE AT THE STORE" and was told yes. I drove over ( 10 minutes) and was told they don't have any, have not had any and wasn't sure when they would have them. I told them I JUST CALLED AND WAS TOLD THEY WERE IN STOCK HERE- Dennis then told me to put a deposit down on one and then I would be CERTAIN to get one and they would call me when it arrived. WHY???? You guys cant even look in the computer and tell me that you have none when you actually don't have any. Waste of time now TWICE. Unreal. read more

This place is the bomb-ditty. I had my pool delivered last year during the labor shortage. The Great Escape was to install it but they had trouble finding someone available. I tried to find someone, they tried. They were so helpful and understanding, and patient with me as I struggled with my frustration. They did find someone to install the pool and it went fabulous. This year, I was struggling with green water. I went to a pool supply store to get my water tested and chemicals. Nothing helped. I did not know that The Great Escape tested water. I took my water sample in, Kyle tested it. Told me what chemicals to purchase and how to go about it, and the next day, my pool was free from algae. I vacuumed it as Kyle had recommended and the next day the water was completely clear. Thank you so much Kyle. I get to enjoy these last weeks of summer with my granddaughter in my pool. Its our favorite thing to do. Jennifer DeMeyer read more

Absolutely horrible company. Horrendous customer service. We purchased an umbrella and they didn't fill the base with enough weight. The umbrella lifted off the ground and went into, and over, our fence. Taking out the fence and breaking the umbrella. They refuse any service, they won't speak with us and they refuse to even look at it. They don't return phone calls. When I finally spoke to our sales guy, Kyle Oxley, he told us "sorry bout it" he was rude and condescending. Don't EVER deal with this company! Especially the Mishawaka Indiana location. Terrible. I should add the umbrella was only 3 weeks old and over $1,000 read more

Worst experience in my life. After buying $8k pool waited 3 months when arrived they held hostage setting up for an additional $675 or they were leaving. We rented equipment to level ground. They didn't put where we leveled. Trash left all over yard which all boxes, water bottles we had to clean up. Every single person from salesman to ALL installers were rude. Paradise pools will get all my referrals from here on out. read more

What a terrible company!!! Hot tub was damaged. Delivery people said "Not our Problem" Can't get a phone call, returned. Hot tub is very low quality. Please shop elsewhere!!!! read more

There seems to be a trend here - Knowledgeable in-store staff, but clumsy contract services. In my case, bought a floor model treadmill after conversations with Karl - no issues and a 4 to 5 star rating would apply. Unfortunately..... The delivery service contracted by Great Escape isn't incompetent with scheduling or protecting new equipment properly. Here's an attempt to summarize the issues: 1 week delay just to determine a delivery date, then another two weeks to actually get it delivered (excuses provided) with an attempt to move it out yet another week. Then, it shows up significantly outside of the delivery time window, on the rear end of a pickup trailer, poorly secured, exposed to the weather elements of the day, plus a good layer of bugs. I felt sorry for the delivery crew since they didn't know they had to disassemble it to get it inside, plus they didn't finish till close to 7pm on a Friday and still had another stop to make. Bottom line is you need to vet out the "delivery and installation services" as much as the in-store sales people. We have additional higher end fitness equipment to purchase over the next two years and will look elsewhere for "the total package". read more

Had a great experience! Jill was so helpful! Got it all picked out because she listened to everything we wanted and helped us find it! Can't wait for it to be delivered! read more

The worst mistake ever. I am warning you do not buy a pool from The Great Escape. Mitch, the manager, sold us a $7,000 oval pool. When the contracted workers came out to install the pool, they showed up 5 hours late. George was the man in charge. He said that an oval pool would not fit in our back yard because it would be "too much work." Not that it wouldn't actually fit but because it was "too much work for them." He argued with me forever. Said that a circle pool would only fit. So we had to wait an entire month for their lazy company to pick up the oval pool and drop off the round pool. Again this company never shows up on time. When I spoke with Mitch who sold me the oval pool and told me that it would fit with no problem, he was no help either. That man never works or he just doesn't answer the phone. So don't expect him to help at all. Another month went by and George and his crew finally put up the round pool that looks like a tiny puddle. I've had an oval pool for 26 years and now I have a tiny pool with my backyard all torn up. The best part was two months later the pool tore and my entire backyard flooded. The pool was destroyed. They never removed all the rocks or spread out the sand properly OR put any padding underneath. Mitch said that I could not get my money back but George and his crew would fix it. It was the end of August then so we would have to wait until the following year. The story gets better. Almost a year later we are waiting for our round pool to get fixed. I call The Great Escape and confirm that George's crew was coming between 8-9 am. I take off work. Its now 11 am and no one is here. I call The Great Escape and Mitch is NOT working today. The lady on the phone says they will now be there between 2-3 pm. Now its 4:00 pm and they are still not here. Finally at 5:30 PM this pool crew shows up and says "sorry we are a little late." Then the crew man said that this pool was way more damaged than he was told. And quote "Who installed this pool." I wanted to scream!!! I said, "YOUR COMPANY DID!" They fixed the lining but still didn't put any padding down... So... I will probably have another flooded backyard soon... Again never buy a pool from this place!! Your wasting your time and money!!! read more

"The Great Mistake" Have purchased many items from this store in the past. My recent basketball hoop/install will be the last. The only reason most pay a visit to the Great Mistake and pay their slightly inflated pricing is to utilize their delivery/install services. They take no action to control the quality assurance of the install companies. Not much more reason to spend your money there. To sum up my experience: After a month wait for the hoop (time not much an issue). We were contacted to be home for the hoop install on a Saturday between 2 & 6. Saturday goes by...no call, no show, no return phone calls. Sunday (happened to Mothers Day :( , was promised for the install between 2 & 6. No show, no call,. Called into the store salesman with no return phone call as promised. This is the only location i have purchased from but I cant imagine this would be the experience at all locations. I know they like to push blame on the contracted install services but it is 100% their responsibility to assure a smooth process. By the looks of the reviews i am not the only one to have this issue...i predict the store will not be at this location in the long term because of the inability to manage their services. read more

Great escape was great to deal with, and the guys from Tri State pools did an awesome job with the installation. Couldn't be happier.

This is the best place in Michiana to get pool and spa and patio furniture. The selection is over the top. I bought a patio furniture set there that was lovely and of the best quality. When you go, ask for Jill. She provided us amazing customer service. She went the extra mile with us and for that we will be coming back again. She made sure we were happy with our purchase and didn't make us feel pressured in any way. read more

I bought an above ground pool from them. They Take zero responsibility for anything they say or do! I tried to work it out, and settled for free chlorine or NOTHING. Always pay with an American Express credit card. I paid cash and was burned. At least with the credit card you have leverage when the deal unravels before your eyes. I just don't get the whole "we are not responsible" for the contractors that they contract. Ask them who is delivering and setting up your stuff! Ask them for a copy of the insurance of the people delivering for them. And call the insurance company to verify its paid and up to date. Ask who is responsible for the "strangers" in your home or back yard! You can make up your own mind. read more

Never again..3 weeks and still getting pieces at a time for what we ordered and no phone call as to why our pieces keep missing the truck delivery. Even after going in person they say our Sales person Jim will call us and he does not. Plus why should our stuff ship from Illinois when we ordered it in Indiana and the delivery is subcontracted? The patio couch had damage and we are not even going to complain because we just want to be done with these people. When you spend a lot of hard earned money, buying products, you would think they would treat you better. Yes, some of the store workers are very nice but that does not get all the problems resolved. We are STILL waiting on the last piece of our patio set today... hoping it made the truck, but again, no call. My girlfriend (K. Scott in Niles, MI) ordered an above ground pool this summer and just like some of the other reviews, they take NO responsibility after they are there. The pool is not level and they refuse to fix it. read more

I've bought a pool and two hot tubs from the Great Escape. I have always had good customer service and the staff of the GE are pretty knowledgible. I like that once you are in their computer, they can look you up and get stuff you need. Their new location on Grape is gigantic! read more

Update to posting. Dave and staff have been wonderful in helping resolve our issues. They really wanted to make it right. They did have a different installation crew come out and reinstall our pool. What a difference! I am glad things were able to be resoled for the most part. It was just unfortunate that I had to take to a social media format to get things resolved. Thank you Dave and Great Escape!! read more

Great experience here. Going back years have purchased equipment and accessories here. Customer service has been great and any time I have had an issue they were quick to correct it. The patio furniture I have has lasted forever! read more

Great service, very knowledgable staff, and an amazing selection. We were very pleased!!

Just purchased outdoor furniture. Some pieces came damaged but they worked with me and made everything right. We will be enjoying this furniture for years to come. I will shop there again. Thank you. read more

I paid thousands of dollars for two sets of electric theater recliners (3 seat and 4 seat) and, after just a few years, the one that gets all the use is falling apart. The vinyl upholstery is rubbing off, and the cushioning is breaking down. I'll never buy anything there again. read more

I purchased a pool from Great Escape this past summer. The initial experience at the actual store was good. The two gentlemen who helped me were experienced and knowledgable. But that is really where it stops. If they didn't subcontract out their installations, it would be markedly different. But because they do, the rating on the store takes a huge hit because it is all part of the buying process, especially when they are dealing with major purchases. I would steer clear of Great Escape when it comes to anything that needs to be installed. They use a company called A&D and their customer service and install service is pretty bad. They did not trench my pool deep enough which caused the pool to be raised. I had to spend major bucks to have a lip put under the rim of the pool so that people wouldn't kill their toes on the deck. They were a week later than anticipated. It was not a long process but if something isn't done right then does a quick install really matter? I recently ordered a basketball hoop and was set to go. They told me that the installer was A&D. I canceled the order, no second chance with that company. I don't mind supporting this store but I just can't rely on them knowing that with all these reviews, they still use A&D. Shop here with caution. read more

Purchasing a pool from the great Escape was one of the worst mistakes I have ever made. I purchased my pool in July of 2016. It was finally installed July of 2017 and we got to use it for 2 weeks. It had a severe leak and took the installer till October to come back and fix it by replacing the liner. Well- it leaks worse now - can't get installer to come back to fix it like he said he would. It is almost November and my pool is sitting out uncovered. read more

We bought a Hot Tub that had only been used "6" times according to Ben the salesman at the Rockford, Il Great Escape store. My wife picked it out as a Fathers Day surprise. When we all went to check it out when it was still on sales floor we noted that the cover had an old bird dropping stain on the cover. I am not kidding. The cover was up when my wife looked at it. We tried out the cover and found the bird crap marks. That should have been a red flag huh? Ben stated the previous owner used the tub "like 6 times" and returned it. He said the guy was too big for the tub. He stressed it was like new and it had a 5 year warranty. I should have trusted my gut and common sense. We had not planned on a "slightly used tub". We were assured this was essentially a new tub. No problems ... not so much. The hot tub gets delivered and low and behold the bird droppings are still visible. Second red flag, how many did we need to see? The tub shell was dirty as was the inner tub. Ben, the salesman, assured us that would be cleaned prior to drop off. No dice. He also said the skimmer bag would not be delivered. No dice. We filled the tub and the plug GFI tripped when plugged in. (110) The tech found the GFI to work, but the circulation pump wasn't working. It was shot. He replaced the circulation pump. By the way, remember the skimmer bag that we never got? Ben said the tech would bring it. No bag. No dice. Now we are on the way to relaxation right? The temp never gets above 81-82 degrees. Additionally, our "essentially new" hot tub didn't have working lights either. The tech, Matt who was awesome, came out again to see what was wrong yet again (still no skimmer bag..no dice) He talked with Jacuzzi service over speaker phone and they thought it needed a new board or light control unit or something else. A new tub? No so much. In fairness, Ben did offer to drive the all important skimmer bag to the house. The skimmer bag served no purpose as the tub didn't work. Good grief ... We just wanted something that worked even if it was a lousy skimmer bag. No dice yet again. As if I had not had enough, I go to the Rockford Great Escape store and talk with Ben. I was told that if I wanted to return this non working tub that obviously wasn't even checked over prior to the sale, I would have to pay a restocking fee and possibly 15% additionally? Seriously? I clearly told them that I wasn't going to pay anything and we were going to have a big problem. I wasn't looking for a problem or to burn a bridge. We inquired about getting a different bigger tub. We want a tub for all the obvious benefits. I know I am stupid as I should have just left. I asked the price difference between tubs and was given a quote that we were seriously considering. Hours later I got an another email quote that was almost $600 more? What? Ben, my salesman said he based the price on a different tub I had asked about and not the one I was returning. Really? The hits just keep on coming. He did say sorry and he squeezed another $50 off the tub we wanted. Wow, a whole $50? He might have gotten me had he offer another skimmer bag. No dice. I called the manager Miguel and asked him how he could justify the $400 restocking fee for a broken and defective hot tub? I agreed that had we changed our minds because we had buyers remorse the fee for delivery should be charged and the store shouldn't be out. This IS NOT THAT CASE. This was an obviously broken tub that nobody thought to check over or for functionality or SAFETY. He said he doesn't like having to charge this fee, but corporate makes them do it. Way to take responsibility...not. Mean old corporate thugs. He just keep stating he wanted to make it right. But, wouldn't commit to doing the real right thing which is picking up the tub without a fee and returning the down payment. That is making it right. I sent Miguel (Manager) and Ben (salesman) a copy of the invoice we have that had the return policy and explanation of the 15% fee on the back side of the invoice that clearly WAS NOT signed by either my wife or I. My wife never had the return and restocking fee explained to her when she bought the tub as a surprise. Obviously, she didn't sign the invoice stating she agreed to that policy. I have no faith that these guys or Great Escape will do the obvious right thing and make this crap show of an experience right. We've already contacted the credit card company to dispute the deposit. Maybe continued pressure from us will force something fair. Not holding my breath. DO NOT SHOP AT GREAT ESCAPE. They are terrific to you when you're spending your money on over priced items. When you stop spending or need to be treated in way that effects their bottomline $$$ ... good luck. Store credit only erases so much poor business practices. That tub was obviously NEVER checked by service to see if it was in fact SAFE to use. I expect buyer beware from Craigslist, but The Great Escape? read more

Great Escape Pools will not back up their contractors work. My pool has needed the full skimmer basket replaced do to the poor installation from their pool contractor Kevin's Pools. They over tightened the screws and now it is cracked exactly where the screws are. They charged me $40 for parts and expect me to fix it. My pool liner was not installed properly and I have sand sinkholes under my liner and my pool is not even all the way around. The staff told me they couldn't do anything. The pool is only 2 years old! Now, its leaking. Don't buy a pool here! read more

Bought a pool on 5/25/14 customer service was good at the time explained everything making it all sound good here it is 7/6/14 still no pool up just sitting on ground in boxes killing the grass and now won't return phone calls. Calling corporate office tomorrow would never never recommend them as for the Manager he should be no manager read more

They are rude and never want to help costumers thy never call back wen they say they will i deal with this people long enough it needs new employes that are willing to help costumers .. The person that comes out for service is the only one that is willing to help a costumer thanks for tha sir .... Plz chose wisely where u spend ur money these place sucks bad.. read more

Bought a hot tub. Had problems from the time I filled it. They came out twice. Problems continued. I had to fight them to come get it and refund my money. Had to contact corporate and threatened to take them to court. It seemed that all they wanted was the sale. After delivery they treated me differently, like I didn't matter. read more

Purchased 4 counters stools at $150 each sale price that were so poorly constructed and damaged in packaging that they were unacceptable. We had to take store credit because the clerk couldn't figure out how to refund our credit card. The umbrella we bought and picked up turned out to be the wrong color (it's a. 20 minute drive each way). They did deliver the correct item but there were no assembly instructions in the packaging. All in all they have been a disaster. read more

Never, Never, shop here! I had an above-ground oval pool for 15 years. It was time to get a new one. My husband and I went to Great Escape. At first I was pleased. I spoke with Mitch and thought I was getting the same size oval pool for a great deal! A truck came out and delivered the pool parts in May. The assemble team did not come out until July 30th. It was a warm summer and my kids wanted to swim. However, I understood that they were busy. On July 30th George and his team came out and told me that "this pool will be too much work in my backyard." I explained to George that Mitch told me this pool would fit and all George kept saying was "It's too much WORK." So we had to wait for their truck to come pick up the oval pool parts that were still at my house and drop off a new round pool. Later in August, George and his team assembled our new round pool. This pool was a JOKE. It was more like a puddle. Maybe 4 adults fit in this puddle if they are standing still, not moving. I asked one of the assembly workers if the oval pool would have fit in my backyard and he said, "Yes, but it would have been a lot of work." I'm sorry, I thought I was paying you to do WORK. One week after the pool was assembled a man came out to connect the filter. That same day my pool cover was blown off my pool and hanging over my fence. I called Mitch and explained that the guy assembled my filter wrong because my pool cover will no longer stay on my new pool if the filter is on. Mitch said he would have someone come out to check it. (THIS IS THE BEST PART) Before the guy made it out to check on my pool, it had a tear in the liner and the ENTIRE pool flooded into my back yard. My entire backyard was destroyed. I wanted this puddle of a pool GONE. I went back to Great Escape and Mitch told me the only thing he could do for me was have his men put a new liner in. NEVER buy a POOL from here. They should rename their story the Great MISTAKE! read more

We bought a pool April 7th and it is June 10 and still haven't gotten it installed...installers never return phone calls and date keeps getting moved back..store managers do nothing about it and make excuses.. DONT BUY A POOL THERE!!!! we are taking our issues to corporate read more

Purchased a Jacuzzi brand hot tub in May 2011. Needed service in March 2015. There was a leak in the Jacuzzi--the service tech would not call back. The manager refused to speak with me. It took 2 months to repair. The tech's answer to a leak was turn off the jets. The tech thought the leak was on the opposite side of where it actually was. This organization should have "0" stars for their poor customer service. read more

Outstanding service, came in for chemicals and now want to buy everything. Thanks Mitch for taking the time to show me around. The Great escape will definitely have all my future business. read more

Just bought a hot tub from this place great customer service very professional. Insulation of hot tub was no problems answered all questions. read more

Bought an above ground pool and contractor they use for installation did not show up when they said they would. Ground breaking crew called around 2PM saying they would be at our place in hr that turned into almost 4hrs later. Crew that set pool up didn't even call next day until 3PM after we were told that they would be at our place in morning to start setting up pool. When they did call it was raining and had to move installation to Tuesday of up coming week. They told us they would be out at certain time they didn't show up until 2hrs later. To make matters worse they said they would come back in 48hrs after we call and let them know that water level was at right height for finishing installing pump and filters. We call and they tell us that we'll be first stop on Saturday for them. They didn't call until 4PM on Saturday asking to come finish the job. We weren't home at that time. They called 2 more times on Saturday. We get home and had a message from them. I called back and had to threat to sue them to get them to finish my pool on Sunday. I told them what time I wanted them here and they still showed up almost 2HRS late! I Call The Great Escape to let them know what had happened talked to a salesperson and they said they would relay my complaint to store manager! Guess what never heard back from manager! Been 2 weeks since I called. I'll never recommend anyone to do business with them! read more

Went to look at patio umbrellas on Friday afternoon. There were no other customers in the store that I saw. There were 3 sales persons at their checkout counter and 2 on the sales floor. I looked around for quite a while and not one person acknowledged that I was there, asked if I needed help, or even looked at me. I decided they did not need my business so I walked out right in front of them and again...no eye contact. I must be invisible or...maybe they don't need my business. read more

Tried to return a $140 purchase from a month ago. It was a Hayward Aquabug pool cleaner that would not work in my pool. They put it in their little 12' wide pool and it would only do the half of the pool that wasn't being affected by the output jet. They told me that I needed to take the direction off....it didn't say that anywhere in the instructions. I explained to them that this thing would not work after trying ALL the variations that I could. I was willing to accept a credit...but both managers would not even talk to me...they were busy. Very very bad service. And this after I bought a $3k+ pool from them 2 years ago. TERRIBLE...I'd rather shop at Wal-Mart/Meijers or get supplies on-line. Corporate Hayward and Corporate Great Escape will also be hearing from me. read more