Bought an outdoor patio set ... clerk was very helpful and not pushy. Very satisfied with service and product

The service is rude and unprofessional. I would never purchase from them again. The answer to anything is "don't know". Very expensive items for zero service. read more

Kathy the assistant manager was very helpful, and got us exactly the cushions we were looking for.

It's sad that I wanted to spend money here but no one even come by to see if I needed help or even said hi! Their was one other family in the store and they were two employees. We waited for - 10 minutes just to see if someone would say hi after the other family left. No one even said hi or even looked our way! They played on their phones! Poor customers service = loss in potential revenue! The main purpose of a business is generate revenue and bring value! Maybe you guys need to revisit your mission, and and see if you have the right people in the right seat! ( I understand their is shortage of workers) so maybe close your stores and revisit the hours your store is open. So people that can work don't get overworked Maybe your employees are over worked and just tired of dealing with customers or maybe a manager needs to be hired! Its just frustrating to see this kind of service or lack their of! If I could I would give this a place -5 stars rating I would!! In my opinion as a customer I didn't feel like your team cared. My advice - take or leave it! 1) Greet people as they come in! (People need to feel acknowledged) 2) Cut your hours of operations until you find more talent ( update website, yelp , google my business page) 3) You need a manager during your hours of operation on every shift or a team lead .. to make sure you keep your employees motivated! 4) If your not hitting your monthly goals in revenues you need to cut some products in your show room and focus on the top 20 products the sell. ( simplify your business model) 5) Make sure your customer is treated well! 6) HIRE LEADERS INSTEAD OF FOLLOWERS- I know running a business is hard. I get it! But if you are only hire people who want to follow instead be leaders you will always keep on running into the same cycle of people not taking ownership.. All you will have is a pile of problems! - pay more For people who will perform and 4x their comp with the revenue they bring to the business! 7) SHUT DOWN a store location to reconsolidate employee and pay good performers more and cut poor ones .. use the store you shutdown as a warehouse or just completely shut it down if the lease is up. Ok I'm done read more

I noticed that there were quite a few negative comments about the Great Escape in Mundelein. Clearly there were a number of issues that the store needed to address. The reviews were also centered around the years 2017-2021. My wife and I have been customers for approximately 20 years and, years ago, I could relate to the service not being what it should. However, for the past few years I have experienced the following: The people working there truly know their product. A few months ago we placed an order for another above ground pool (first one lasted 16 years). Kathy was able to answer every question my wife and I had and gave us honest, straightforward recommendations. She assisted us with planning when was the best time to have the old pool removed, put no pressure on us to leave a deposit, and has answered any questions we've had since. When we've come to the store for other things the people there were also quite knowledgeable as well. They do NOT rush to you, which I think is a good thing. They let you browse leisurely and will simply ask if they can help you or if there's a question they can answer. We do appreciate this approach. Two weeks ago we again visited the store to look at hot tubs. The person we spoke with, Joe, was easily able to tell us the differences between the Jacuzzi and Sundance line of hot tubs, the pluses and minuses of the different features each offered. It was like he had a Ph.D. in hot tubs. It turned he was the store manager. He was so down to earth and friendly we wouldn't have guessed he ran the place. So, bottom line, the poor ratings this store has had in the past certainly do not align with the excellent experiences we have had. THe store is huge and has many, many things to chose from. It's just fun walking the store. read more

Very disappointed, when I first arrived no sales people. When I found one she was very quick to tell me they were out of stock before I finished my sentence. She then looked up the item, Amazing she had several. Unfortunately, the item was damaged. I Called the store right way per drivers instructions and the store manager (Joe) didn't even apologize. He stated that I had to wait until Monday for service to call me. No reinsurance that they will take care of it. I had to call service and still waiting for a return phone call. Very disappointed. read more

Wouldn't buy a roll of toilet paper after manager response to a problem on a $9000.00 purchase of a hot tub. No help, should have been simple NO HELP AT ALL call there installation department, per Joe Pearson the store manager the just "drop it in the hole"!!!! read more

Disappointed and nervous. My husband and I purchased a hot tub a month and a half ago. The (very nice) salesperson told us that delivery was about two weeks out and gave us the number to call to get scheduled. They said talk to Amy, she will get you on the schedule. My husband called right away from the parking lot. Amy told him that it was not two weeks out, it would actually be the third week of June for delivery unless she could get some extra trucks lined up to get it done sooner. She said she would call him back as she was currently trying to get more trucks. I didn't like the way it was left so open-ended because she didn't even get us on the schedule at all, even for June. Our saleswoman even said that didn't sound right. So my husband called the next day and was told the same thing, third week of June blah blah blah they will call us. Fast forward to today when I needed to call scheduling to talk about a pool we also purchased. I just happened to say "hey just checking if we are still on track for June delivery of the hot tub." The woman I was talking to couldn't find anything about the hot tub in my file at all. She transferred me to Amy who said "ok well we are looking at July 10th for delivery." So basically we weren't even on the schedule, no one called us to get on the schedule, and now we have to wait an additional 3 weeks for delivery. And what if I hadn't called today and asked? We just wouldn't get the hot tub or what? I have no problem waiting for an item, but I do have a problem with being completely brushed off and having to basically beg to be put on the schedule. So now I am feeling very nervous about the company in general. We have spent a LOT of money there the past couple of months and now I don't know if I trust them with a job as big as a pool installation. I think we have some things to reconsider here. read more

We've been waiting to be helped over half hour, but the salespeople just don't need a sale. I'll never step foot in this place again.

Horrible customer service! Employees hear/see us walking in and do not bother to greet us. We were in the store for ten minutes and we never were offered any assistance. As we decide to leave and are walking out they decide to ask if we found what we were looking for?!?! Really???? Will NEVER shop here! I guess that is why they do not have any sales! read more

Full disclaimer: I had a hiccup with an Internet order that went from bad to worse and my efforts to get it resolved went nowhere and were really frustrating. I was really upset and had resigned myself to finding a substitute, last minute gift somewhere else. Finally, Mark and John from the Mundelein store took notice (even though it was an Internet order). They were determined to get it right and went out of their way. John saved Christmas at our house! Now, my husband will have a wonderful gift and The Great Escape will have a customer for life. I can't wait to see the look on his face when he opens his gift! read more

Don't ever buy from this company. The service department is terrible and doesn't care about fixing or correcting anything. I purchased a Jacuzzi hot tub and covanna cover from this store. Upon delivery of the hot tub, the delivery people tried to deliver a Bullfrog brand and I had to correct them before they brought into my yard. The hot tub was installed with alot of debris left in my yard. Less than a year later, I purchased an expensive covanna cover. This was delivered in October and seemed to be working fine. The following February, I noticed major amounts of steam coming from the hot tub. The seal had come loose because apparently the hot tub and the cover were not properly aligned at installment. At the same time 2 of the sound system speakers had blown. I contacted the service dept and it took them until April to send someone out to repair the seal but didn't do it right. The tech who came to replace the speakers gave me attitude. My hot tub and cover are still not properly sealed and have an extra gap where they put the seal on. I have contacted the service dept and the corporate offices and it seems that once they have your money, nobody cares anymore. DO NOT BUY from this franchise and especially from the Mundelein store. read more

Don't try to schedule a delivery or pickup at Your convenience, it can't be done... they outsource delivery to a third party. And the fee to return the poor quality, overpriced patio furniture that was delivered is criminal. We're filing complaints with the BBB. read more

I just wanted to take the time by extending my thanks for such a pleasant experience in this store. My wife and I were very much interested in buying a hot tub but we really knew very little about them. A store associate, Bob, spent time going over the brands and features of each. He also covered maintenance and overall water balance. ( He really knows his stuff ). The time he spent answering all our questions made buying a hot tub with this store a no brainer. We are now owners of a 2012 Sundance Optima Spa and couldn't be happier. Both Bob and Cathy continue to assist me with chemical balance questions ever so often. Please express my sincere thanks to Bob and your staff for a job well done. read more

Larry was a good salesman but I believe he had just started there. We bought patio set gave $500.00 down and set up delivery for 1 week later. My wife and I decided to go to store and pay remainder of bill with check. Everything was fine until Larry we would receive a call on Monday to set up delivery when another employee stated that they would not deliver until our check cleared. This other person knew what we were doing and didn't say until we were done. We could have put on charge card but we had problems with bank the week before and decided not to. If we hadn't come in would they have delivered on Tuesday and then take back to store because they wouldn't take a check. They should have said something or had written policies. read more

Kathy the manager is no help at all! before buying a pool from the Great Escape please look into warranty (fraud) !! they try to sell you a new pool when making a claim because even though its lifetime warranty you pay shipping handeling and have to pay labor even when the pool was made unstable!! I would look at other places before shopping here!!!!! read more

The Great Escape retail staff is good, however, The Great Escape Service Dept. in Canada lives in their own world. They're willing to fix a damaged pool table that was delivered damaged, but their idea of service is they will not commit to a time morning or afternoon more than 12 hours in advance, i.e. The Great Escape delivers a damaged item and then tells you "We'll be out next Wed., but we won't tell you whether it will be Wed. AM or PM until Tue. night. and we don't care if you like that or not just take off work for the whole day, call in sick, we don't care! read more

We purchased a lovely $2500 pergola from TGE in July, installed on 7/19. Almost immediately after they installed though, we had an issue with the gliding mechanism sticking that moved the fabric covering open and closed. Became near to impossible to open it, much less smoothly. So I contacted TGE sometime before 8/4 about the issue. It took a little while to get Service fully engaged. Finally, the last email from them was 8/23 that the materials would arrive in a couple days and they'd call me. But no calls, no replies to my emails until Sept 21. Update: The day after I posted this review...suddenly my parts have arrived! And the review triggered the store to contact me as well. The store manager Joe was outstanding in helping resolve the issue. For his efforts and the pergola itself, I give the 3 good stars. The biggest issues are from the service area if you have any quality issues. My advice...If you choose to buy from TGE, just be aware and stay on top of them. Contact the store manager directly if there is any delay or non-communication. Probably the best way to operate with them if you choose to shop here. read more

The Great Escape is certainly NOT a great escape if you are looking for good service! I spent a ton of money on patio furniture from Great Escape and was told that Windham Classics has the best warranty out there which is why I invested what I did in this furniture line. Well, I have had 2 problems with the furniture that needed to be fixed, but getting anyone at Great Escape's service dept. to do anything was beyond ridiculous. They rarely return emails or calls, and send you from one person to another, and then make excuse after excuse why the work hasn't been done. I have never seen such low quality customer service ever!! I warn everyone out there to go somewhere else for your patio furniture, or pool tables, or whatever else that they sell over there. They do not stand behind their products and their service is non-existent! read more

We bought a set of Hanamint Furniture here in '05. We were told 15 year warranty, the best of the best...Spent almost 4K on huge oval table, umbrella, seating for 6, plus another seating area, loungers, end tables, etc. Got some paint chips I wanted to have touched up and contacted them. I was told the warranty was 2-3 years for paint chips, 5 years structurally. Are you freakin' kidding me? We told two of our neighbors about the Great Escape, Hanamint, and the amazing warranty and they too, went to the Great Escape and bought the Hanamint patio furniture sets. So I don't think three separate families heard the wrong warranty information. If this was your last resort for outdoor needs, I still would not recommend going to it. read more

Kathy was so incredibly helpful! We just bought a home with a hot tub. Knowing nothing about hot tubs we showed up at the Great Escape looking for a little direction on chemicals. Kathy took time and care and walked us through everything we needed to know! She even helped us determine what on-hand chemicals the old owners left that we could keep using so we didn't have to over buy. Then, when I called for service, I sadly learned they don't service my model. But Kathy looked it up for me and found me the closest service person. Two thumbs up for outstanding above-and-beyond customer service. Thank you! read more

Since 2004 We have purchased about $15,000 worth of merchandise from this store. The personnel are nice and helpful but my problem is with service. I was given a phone # and email. After my third phone call in July I finally asked for a different departemnt and said that the outdoor furniture wasn't returning my calls. I have been trying for almost 4 months to get a part for my bar cart and 6 weeks to find out how I can get two lounges repaired. Surely I can't be the only customer that has had this issue! It is very frustrating when you follow procedures and can't get anyone to respond. read more

Buyer beware, great service before the sale...the product purchased has several flaws discovered after use that makes it useless. I have attempted to return but it is against their policy for installed products. Delivery is considered installation. Waste of money. read more

You are not getting anything special when they tell you free delivery and set up.....they don't set anything up!!! We paid almost $2000 for a fire pit and they wouldn't even connect the hose! Told us they are not electricians.......well neither are we! They should have explained that part when we bought it! LAZY!!!!! read more

They delivered my pool without a part that is needed to start building the pool. I've contacted the sales rep and regional manager multiple times. They told me it would be overnighted, but couldn't give me a tracking number... it didn't arrive, they said it was because they ordered the new part on a Friday. Tuesday morning, no part and they told me it wasn't actually ordered until that day... Tuesday. But it was being overnighted! But they still couldn't give me a tracking number. They told me they have this pool in stock in a local warehouse and will have one shipped to the store this Saturday's and they will give us the part then. More than a week later. They take no responsibility for this, it isn't the sales departments fault, but the warehouse did mess up. So now our project will be delayed over a week. That is, if they finally get us the missing part. Meanwhile I ordered something from Amazon yesterday and it arrived today... and I got a tracking number immediately. read more

My complaint is with Great Escape service. They do a poor job of servicing what they sell. I purchased a $1,000 Treasure Island cantilever umbrella from them in June of 2014. In July of 2015 I had a problem - the umbrella would not go up, the cord was stuck. The Mundelein store did nothing for me, They did not want to even listen to the problem, they said I had to call their service department. Service was rude, slow, and not helpful. If I wanted warranty, they said I had to wait ten days while they contacted the mfg. to see if it was under warranty. Treasure Island (the mfg.) had no contact information on the internet. I had to deal with Great Escape or fix it myself. They charge $75 to drive in the driveway and $90 an hour after that. It was not about the warranty, or the charges, it was about their attitude. Their attitude towards service was horse manure. read more

I just went in to the Great Escape for a spa filter. I didn't know which one I needed so I brought in a picture of the filter. The spa was purchased there so I was confident they could just look it up! I went to the counter and asked if they could look my account up the VERY crabby lady at the desk just scoffed and said what do you need! So I showed her the picture since she wouldn't look up the account . She sent me back with another associate to get the filter when I looked at the filter he was getting I thought it looked too big (after all I am not a hot tub specialist!) So we walk back where I asked again can you please look up my account again with a scowl on her mean face she looked it up and said I told you so!!! Are you kidding what ever happened to customer always come first???? Well I purchased the filter which my bill was over $100.00. When I went home I looked on Amazon where I will be shopping from now on and the 2 filters were $20.00 cheaper!!!! read more

We are writing this email to commend Sandy and The Great Escape for the excellent customer service we received when we were there the other day. I was very surprised at this and feel it is note worthy only because we have shopped in other Great Escape Stores and never been treated with such patience and kindness. We came in to look at patio furniture, umbrellas and we also picked up pool shock. Mind you we didn't purchase the patio furniture we were looking at because it won't fit in the space we needed to go and we do feel bad about that because she deserved a sale but we will be back and we will ask for her. She spend about 90 minutes with us. She took the time to determine what we needed then showed us a few different things that we might like. Many of your sets were out of stock but that is probably our fault for waiting so long. She seemed very knowledgeable and happy to help us. This is not the experience we have had at your other stores. I wish your store was closer to us because it was a long drive for us, we happen to drive by and wanted to see if you had different stuff. We were also considering a new pool purchase, Sandy admitingly didn't feel qualified to service us but referred us to another women who answered all of our questions. Although I didnt get her name she was also very knowledgeable. Overall our experience in the mundelein store was A++ and we really wish it were closer. We've shopped in the Gurnee store a few times and just gonna say not all that impressed. It was refreshing to be able to go into your store get help without having to hunt it down but also without being pressured into buying something. When we are ready to buy I think we will drive to Mundelein. read more