We had checked out the Oakbrook and Downers Grove stores and were looking to see additional pieces of a style we were looking at and an employee suggested the ride out to the Aurora location. We decided to take the trip and it was worth it. The Fox Vally location had the most patio future displays we'd seen and we quickly found the Gensun Grand Terrace set we were interested in. Soon after, Chris (store manager) came to answer questions for us and was very informative on the brand, including pros/cons and comparisons. His knowledge on Gensun alone sold us on the set; but his customer service working thru purchase and delivery were amazing. We had one smaller issue with delivery and he quickly offered a resolution. I would very highly recommend working with Chris at the Aurora store to anyone looking to upgrade their patio space. read more

Ordered stools that were supposed to take 8 weeks to be delivered. I checked in a few times before then and was told that they are still not in. After 10 weeks I asked that they reach out to the manufacturer. I was informed that the company did not receive the order. Absent my pestering, the product would never have been delivered. The 2nd order was expedited, but the process was sloppy. I won't shop at this location again. A good business would give consideration for the mistake. My consideration was a fast delivery the 2nd time. Not enough ! read more

I have been buying patio items here for the past several years. The manager, Joel, is extremely knowledgeable on every product. Rob, the hot tub expert is also a great resource. I purchased a new Jacuzzi 2 years ago. We love it, and have had no problems with it. I recently added the 9x9 Napa enclosure. It is a little pricey, but makes an amazing combination. I highly recommend! Great store, and great employees!! read more

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Amazing Customer Service!!! Like many others we attempted to purchase a pool in 2021during Covid but there were shortages of pools and no availability for installation since they were booked out months in advance so we decided to hold off and purchase one the following winter. We ended up buying the pool in February of 2022. We worked with a salesman named Dave, he was/is outstanding, very patient and knowledgeable, a true asset to their company. We arrived fairly late on a Saturday close to closing time, Dave stayed after close and answered all of our questions, some of which were probably stupid questions but this was our first pool so we were pretty clueless. Their pool packages are priced competitively(we shopped around) and they make it easy to change or upgrade parts of the package, we upgraded our motor and stairs, another pool company we talked to made it very difficult(and expensive) to change things. We came back about a week later and purchased a pool. They got us on their installation schedule for late May which was great, we can't do much swimming in the Chicago area before May anyhow. Their installation team/company did a great job as well I might add. Here is where their customer service went from average to exceptional. Unfortunately we had a couple small issues after the pool was installed and one larger issue in the first month after installation. First, one of the top trim prices was wrong and didn't fit but Dave made sure that was handled and got me the correct part quickly. We also had an issue with plastic housing on the skimmer basket on the motor being cracked, this part is on back order but the pool is still usable in the meantime and Dave is getting me that part under warranty. We also had an issue with the control panel circuit board on the heater. I am not sure if we are just unlucky or what experiencing these issues but Dave and The Great Escape took care of all these issues. Normally I'd be pretty mad about have these types issues after spending this kind of money but I have a pretty reasonable outlook and understand that these were all manufacturer related issues, these issues were not caused by Dave or The Great Escape. This is what defines great customer service and a great company, how they handle adversity and issues like mine. Simply put they stand behind the products they sell. You can buy with confidence from this company. Anyone looking to purchase a pool(or hot tub or outdoor furniture) I'd highly recommend going with Dave and The Great Escape. read more

Do not... I repeat... do not give this business your money. They obviously know how to do customer service because they can do it in the sales process, but that is all you get. We spent $15,000 on a hot tub, only to have it break down four months later. When we called for a repair, they acted like we wanted them to donate a kidney. Rudest staff I've ever dealt with; crap products and installation. Go to American Sale down the street. read more

There is a reason this company has terrible reviews. My son and daughter in law recently bought an umbrella from this company. First installation was by a 3rd party and it wasn't there for an entire day before it fell over and broke. After speaking to Nicole she assured them they would remove the broken product and have their own installers bring out a new umbrella. The new umbrella blew over on day two and just missed hitting my daughter in law and my 1 week old grand daughter. When my son and I opened up the base it had less then 80# of weight in it and they had paid for 200#. I have pictures to prove their incompetence. DO NOT BY FROM THIS COMPANY!!!!! read more

We bought a very nice jacuzzi 5 years ago from Great Escape in Aurora, and have also bought a fire pit and 4 piece sofa and chairs outdoor set. 12 weeks ago we ordered a hot tub cover and lift mechanism for the tub because it was damaged. We called and were told cover had come in. Then set up delivery and install of cover and lift. The truck and repair guy came to our house but the cover and mechanism were not on his truck. He said the office messed up. We have been calling Joel, the manager for almost 3 weeks. I am not sure if our cover was delivered to another customer. We have had no explanation about what happened. We paid in advance for cover, lift and install. Usually, we have had good service with Great Escape Aurora, but we need an explanation of what is happening here. read more

Over the last few weeks, my husband and I have been looking at treadmills. We've been to a few different stores, and I was very pleasantly surprised by my experience here. The staff was very friendly, and the guy who was helping us - Chris - was amazing. Not only was he very knowledgeable, but he was great with my kids. I also really appreciated the fact that, when we went into the store he approached me by saying "are you looking to be left alone or can I answer any questions you may have?" I didn't think I was going to buy something that visit, but after telling the sales guy about an injury my husband has, we were sold (literally and figuratively) on an elliptical machine. I felt like Chris was actually listening to us and our needs and not just trying to make a sale. Great service all around, and I know where I'm going to start my quest for furniture when we redo our patio area in a couple months. read more

How hard can ordering a pub table be? Well, here we sit 9 weeks AFTER ordering and PAYING for said pub table, waiting. Numerous phone calls have FINALLY gotten us to a promised, actual, potentially real table. It took getting a manager involved to get some results, or is this just another ploy to keep our money? They have a great selection, but unless they tell you they have it in their stock, I would recommend walking out and finding your desired item elsewhere. Are you feeling lucky today? read more

***EDIT BASED ON RESPONSE FROM BUSINESS.Nobody had anything scheduled until I reached out I have everything in writing including a text message or an email from everybody I've talked to. It's been weeks and months in between responses from either Rob or Mark from precision pool. Do not come on here and respond to my comment and pretend as if I already had things scheduled and you guys were doing everything you were supposed to. I going to post the absolute ridiculous responsesI got from your business I'm also going to show how many weeks and months in between responses that I got from your supposed best employee Rob. Last year just like everybody else, we decided to buy a pool. We walked in picked out a pool the sales manager was super busy, which was expected, but didn't really seem to care too much about our purchase. (Red flag one). He just wanted us to pay and leave. Not too much on the customer satisfaction side. But one thing he did say was that his installer was the BEST OF THE BEST. well we should have know from there on it was a nightmare. Of course we were pushed back. But that didn't bother us knowing it was a crazy year. So we'd rather wait for this perfect installer he insisted on. When they finally came it was a disaster from the beginning. Aside from the fact that they completely tore up our backyard. Cigarettes everywhere. Empty pop cans all over. During covid, that I had to clean up. As they started putting up the pool they were already questioning how to do it. Looked confused. The pool is not level. They skimped on the sand which now we have 6"-8" divets all over bottom edge of pool where board isn't. The whole floor of pool is bumpy. The walls are bubbles out between beams so much it looks like they'll burst. Every hose to the filter or connection to the filter was leaking there was a massive putty to try to fix the leaks, everything that could go wrong was already going wrong Due to these Divet we now have a leak in the pool so All summer we had to run a hose with ice cold water in the pool just to be able to use it because they were so busy that nobody can come back and fix it for us. We paid for water to get delivered and all of that water leaked out and it was a complete waste of money because of the Installer and all of these mistakes. And to top it off The installer listened to NOT ONE of our requests. He cut the skimmer on the wrong side of the pool and because he already did so he told us too bad. And told us to go to the great Escape to pick up a longer hose so we can reach where we actually want to put the filter. No we were here the whole time but I didn't think I had to babysit. He asked us our request we told him where we wanted it and he did not listen. He put it right in the only walk way next to pool blocking it. When we finally did get a hold of him and he came to check the pool and saw that there were Divet he told us we could go ahead and winterize the pool and it would be fine throughout the whole winter until he can come back in spring to fix it. Well that was a lie we winterized it all of the water leaked out of it our pool cover pulled the walls from the beams and put more pressure on our new pool. When I finally contacted him again he told us to take the winter cover off and let the precipitation go inside of the pool. Well it leaked right out anyway. And now we have a dirty pool sitting open in our backyard that I'll be responsible to clean since we couldn't have a cover on. Mark from precision pool installation is beyond impossible to get a hold of and very unprofessional in his work. In between all this time we have been emailing and phone calling back-and-forth with Rob Dorf, the manager of the great Escape, and he has been nothing but rude to me, he has mocked me in writing in emails, and his last comment today was telling me well how did you use your pool all summer if it had all these issues, as if I'm lying to him. My response to him was only that we barely use the pool and when we did it was an ice cold water because we had to continuously have a hose in it because of the water leaking out of it. When asked what he was going to do to help remedy this he told us that he has done everything he should this is how he runs his business and that the installer has gone above and beyond and everything he's done. And in the email when I asked what he could do for us to help remedy this he put quoting this "as for what I'm going to do for you" I've given you a pool at the lowest price you'll ever get. Mocking my question. Ive never been so upset. I hope this isn't how he talks to people daily. Just like everyone else we spent our little bit of savings to make sure our kids were happy with everything going on, and we have been treated with nothing but disrespect. Luckily for me I have all of this in writing and I cannot wait to share with the lawyer but I thought I would share on here first. I hope you all have a better experience than us. read more

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I just went in to buy pool chemicals, my daughter and I have serious medical issues that we can't wear masks .. I purposely waited till there was no other customers in the store to go in . I was harassed by the employee so bad that my daughter was crying , chasing us with masks . I told him We couldn't and he screamed to get the Fuck out of this store in front of my 9 year old . It was a horrible experience I feel like no one should ever be treated that way . Please give your business to another store. I went to American sale after and was treated amazing . I have a video I plan on emailing the corporate offices with that . read more

I would like to start by saying I've never left a review for anyone before, but after my experience with this company I've felt compelled to share. My family and I have been looking for the right outdoor furniture for our new outdoor patio for awhile now. It's so hard to find something stylish and comfortable. Our set from the great escape had both and we absolutely love it! The main reason for this review is not about the furniture, but the help we received while in the store. Chris is by far one of the most helpful, nicest and sincere person I've ever met. He's extremely hardworking and never makes you feel like he's rushing you to make a decision. Keep up the great work Chris, you've made lifelong clients out of my family and I and we can't thank you enough. read more

Just spent $10k on outdoor product. Half off and I took advantage of it. My salesperson was incredibly helpful. We came in for dart supplies and hit the jackpot. Our delivery came and the product was in excellent shape. I thought maybe an issue here or there. But all good. read more

OMG- really?? What dipshit idiots!! I come all the way out here to buy spa chemicals for my hoy tub and there are like 8 people standing around looking clueless! Really? I have a few questions which you think you'd have people working that can answer a question about my spa!? Like 3 people before I can get somewhat of an answer?? I left not knowing the answer or anyone caring!? The cashier dude looked like he was high or something?? There are so many quality people out of work and this is why?? Come on people!! read more

So an update to my review, but sadly still only one star (zero if it was possible) While I exchanged numerous emails back and forth with Dana, no change. They only hand off a claim to the manufacturer and offer nothing more, nothing! I am really surprised that a store that has been in business for years does nothing more than act as your middle man, taking their profits from the sale but do not stand behind or help when there are problems. Dana was definitely polite and professional but that's free. Just to make sure I researched this correctly I had two well known firms from high end patio furniture take a look. BOTH confirmed there is a major defect with the finish on select pieces of the set (the chairs). BOTH advised that the store where it was purchased should offer help in addressing beyond saying "sorry". They reviewed all of the paperwork, the written description of warranty and said THEY would stand behind what they sell. So folks, know that you are purchasing "as is" with The Great Escape. You would do MUCH better NOT paying their prices, buying from reputable companies who don't leave you out there when a problem arises or buy direct and avoid the markups they make. There is NO service behind the sale other than a polite "I'm sorry but we can't do anything". I am happy to share a list of other stores to purchase from. I just purchased two sets and am QUITE happy. Costco believe it or not, is our all time favorite. If they sold it to you they stand behind it period! read more

Top notch. Highly recommended. Great prices and service. Joel, Manager of the Naperville store, is great.

Mike (Service Tech.) was out for 2nd time and resolved all issues quickly and informed me of of all parts changed and why. He didn't need me to drain spa for flow switch replacement and thermister, switching both out in under a hour. I have had bad expereiences wirh previous Service Tech's and will make sure that in the future only Mike services my spa. Excellent work!! read more

Very poor customer service. We were there for a half hour and could not get any one to help us. We left and came back and waited another half hour. Once we finally got waited on, we were disappointed to find out that they didn't have the advertised size patio table that we wanted. read more

I can't believe the service we received! We purchased a patio table and six chairs. I could only fit 3 chairs into my car at a time. Rob, our salesman, offered to put the table on his pickup truck and deliver it to our house on his way home. When he did, he declined any payment and said that it was just a part of "customer service." I think this was far and above customer service. Thanks, Rob, for making our purchase experience a great one. I highly recommend The Great Escape! read more

I bought a patio umbrella and also a base for the umbrella. Unfortunately the base did not fit on our table and have to return. By the way I paid cash. Upon returning, same day when I purchased the item, the cashier said that she cannot give me the money back because I paid cash and the corporate office will send me a check due to their policy . Never heard of that policy before. Tha base is a little over $ 50.00. SUCH A hassle! read more

I had been looking for new cushions for my outdoor patio furniture and decided to mosey on over to The Great Escape since I was at the mall already. The store is very big and can be a little intimidating but it was clean and generally organized. I was greeted as I walked in and directed to where the cushions were located. They had a nice selection however I could not decide on what would look best or even match. Well, they (Vinny) allowed me to take the 2 cusions I couldn't decide between home to try out and bring back a couple days later. I have since made my decision and couldn't be happier with the way my patio set looks. Now, if only it would warm-up! read more

Huge showroom - much bigger than the Downers Grove location. Sitting in chairs is a must before buying patio furniture. The employee that worked with us was very knowledgable and helped me combine certain chairs with another table to get the look I wanted. Could not have been more pleased. Order came in quickly and was delivered to Downers promptly. Would absolutely shop here again. read more

We just placed the order for our new pool. Dave the representative is (so far) super helpful. Stay tuned more to come!

I don't usually take the time to write a review unless it's bad and I need to vent but I feel the need to share my wonderful experience at this store. I went into this store just to get some decorating ideas for my house which is being built. I figured as soon as I told the salesman my intention was only to browse and gather info I would probably lose his attention quickly but to my surprise, Joel (salesman) was very attentive and took the time to answer all my questions and even offer suggestions. Little does he know but we have decided to purchase our hot tub, patio set and theatre seating from this store thanks to his dedication to his customers. I know there are many people who would take this type of service for granted but I have shopped at enough places and spent enough money to know which intentions are genuine. read more

We had an excellent experience throughout the hot tub buying process. The team's product expertise and stellar service were above and beyond. We couldn't recommend TGE Aurora more. read more

The Great Escape is a very nice store, I could spend hours in there wondering around. They just seem to have everything you could ever want. If I had an endless budget I think I would spend more time there. The staff seemed very cool and collected for it being a saturday and for the amount of customers they had in the store. The young lady who helped me on spa's was very knowlegable and I had one question she didn't know the answer to she asked one of her associates and he knew it right away. They just have a very friendly staff overall that has a good deal of knowledge. This wasn't my first spa purchase and it most likely won't be my last. I'll be doing business with them for a very long time. Cheers!! read more

I bought a patio set here 3 months ago. I was told that the patio set I was purchasing would have to be the floor model. The sales person assured me that if there's something wrong with it when delivered he would take care of it. When I got it, the table and two chairs had some scratches on it. When we called, all we asked for was touch up paint. I didn't ask for a refund or compensation, all I wanted was touch up paint. I was told I would have to wait six weeks, well three months later and we're still waiting for touch up paint. We called today and now we're told it will be another three weeks. Considering how much we spent you would think the store would have better customer service than this. The first few times my husband called he would be told that someone would be returning his call. A few days would pass without a call back. There are other Great Escapes stores near me, I will definitely be visiting another store for my future purchases. read more

We've been shopping at the great escape for the past couple of years, after our patio was put in at our house. Chris D has been incredibly helpful in guiding us through the vast product options, making sure we took into consideration several points to finding the right products for us. Anytime we stop in he's there to welcome us, and offer great advice and information. He's been a pleasure to work with time and time again. He's got customers for life! Oh and the store isn't too shabby either. ;) read more

Terrible customer service here! We bought a patio set from the store about a month ago. The set was sold to us as "new" but arrived with all the pieces out of boxes and just stacked on top of each other. It was clear it was not new from the warehouse. Then, as we began to load our items in, we discovered that two cushions and an end table that we had purchased were missing . When we went in to discuss the with the manager, he told us we were actually sold a completely different coffee table that wasn't even part of the collection (which still wasn't there). This was never discussed with us or shown to us. He also let us know that he might not be able to get the pillows from the warehouse that we needed, so our only option was to wait and maybe not get them or take the display pillows currently in the store. We finally were able to work out the end table that we were originally shown and we took the two pillows from the display, but asked for some money off the total price for the inconvenience of having to return to get the table and not having all the items in that we bought, We even confirmed all the items were in the store before coming to pick them up. The manager said he was not able to give any money off that on the day we were in, but would call us on Monday (this was Saturday) after speaking with the regional manager and salesperson. Not only did we never receive a call again from the manager, but we never even got a call when our end table arrived. When I went to pick up our end table, I asked for a manager and were told none were in. I then asked for a call the next day and was told they would make sure we were called this time. We were promised a call TWICE and didn't receive a call from a manager or any salesperson either time. I would never purchase from this store again. read more

I went to The Great Escape expecting the usual pushy uninformed sales people/pitch that I got from our local pool supply store. WOW was I wrong...Mark Phillips was extremely helpful and did not try pushing the "top of the line" items that we were looking at, he got us the things we needed and the price was considerably less than our local pool stores. We drive an hour each way to get our pool things and will not shop anywhere else. read more

If i could give zero stars i would. The manager called me after i left a 1 star for setting us up with the most expensive installation company. He begged me if I change it he will make sure we were taken care of. I believe its called bribery. So, i take down the negative, gave them 5 stars, patted them on the good job they did. Fast forward to today, we needed to vacuum the pool, imagine our surprise when we didn't get the vacuum we wanted. So, my husband called and told them they gave us the wrong one, evan says this is the package you ordered and we said no, we ordered the one on wheels, i have a disability that prevents me to do certian things, my husband is having surgery on the 10th so it all falls on me, I don't know what im gonna do for 6 weeks while his shoulder heals, i guess my pool will turn green an be unusable. SHAME ON YOU GREAT ESCAPE. I took the 5 star rating down due to the fact he BRIBED me to do it!! you, sir are a liar and Evan is a liar, we know what we ordered, and Evan may have forgotten, but we know what we picked, so keep on spewing your lies. BEWARE OF THE GREAT ESCAPE, THEY LIE!!! Your 1st. review for your new pool purchase was a 1 star review primarily due to a misunderstanding regarding additional grading costs that would be involved. We use several different pool installers. We contacted another installer & I understand the grading costs dropped significantly. You & I spoke & you said that the new installer was much more in line with prior expectations & you posted a 2nd. review giving us a 5 star rating for our efforts.-----Joels words ______________________________________________________ I ended up changing it because you offered to do anything , free chemicals, anything we needed, it's called BRIBERY, had i know this was gonna happen I NEVER would have changed the 5 star. read more

As soon as I walked into the store I was politely greeted by the manager David. Me, being very picky, David was extremely patient with me throughout the whole process. He knew everything about each set and was able to find a few sets that fit my expectations perfectly. I ended up purchasing a patio set at a great price. The set came in yesterday and looks amazing! No issues what so ever, extremely satisfied. Thank you David! read more

We recently bought outdoor furniture from Vinny at Great Escape. We were waiting to schedule a delivery and was pleasantly surprised, ok shocked that he came to our house because there was a problem with a phone number ...Yes, he came to our house. We have never had a salesman go above and beyond to provide good customer service! This is the second time we purchased something from Vinny and after him coming to our house to make sure he had the right number, will continue to buy from Great Escape! If you want excellent customer service, I would highly recommend Great Escape! read more

Like some of the other reviews for this place, if I could give zero stars I would. They do a great job of taking your money, after that you're on your own if there are problems. Zero customer service. I purchased $4000 worth of outdoor furniture from this place. I had it three days and it rained leaving very visible water marks on the padded sling back chairs. Clearly not the performance one would expect. Rather than work with me to try to figure out what happened, they told me I was the only one who complained about it (therefore, it must not be a problem) and that I should buy covers and cover my outdoor furniture (nice, I was going to anyway, but why would I HAVE TO cover outdoor sling back furniture all the time in the summer?). They also questioned where I had placed the furniture as the photos I provided had shadows of leaves from the bushes nearby. I guess I can't use their outdoor furniture outdoors and near bushes and trees. Go figure. Then, they indicated that I must have done something to the chairs and damaged them (all four had the same water pattern, and I can repeat it). I never asked for a refund, I just wanted the problem corrected. Not once did they offer to help and try to resolve the problem. Not once did their customer service people try to call me. I looked at the warranty online for Gensun and Sunbrella, the manufacturers, and after reading the exclusions basically nothing is covered, including rain. Again, go figure. Lesson Learned: Shop elsewhere. read more

This place has good products, but that's about it. I've waited 13 weeks for a replacement cover in which I purchased for my hot tub that was also purchased from Great Escape. Originally I was quoted 6-8 weeks, now whenever I call the representative has no updates. At week 10 I just asked for their suppliers #. Still nothing. Of course great escape collected my money 13 weeks ago. This service has been so poor that they will not even pressure their suppliers to get my cover completed and handed the number off to me to call. I will never purchase from this store again. #americansale or #amazon. read more

If i could give a zero to this store and company I would. I purchased a $3000 patio set 1 year ago and the paint is chipping off of the four chairs all in the same spot. I went through customer service and sent pictures. They said their manufacturer (Veranda Classics) said it was not under warranty so there was nothing they could do. Are you kidding me? So once you have made the sale you wash your hands of it? You ought to be ashamed of yourselves. What a complete scam. Middle man passing the buck. This is what happened to another person on here! Never buy from here! They do not back up their product in any way shape or form. Unbelievable!! read more

We purchased custom cushions for our outside couch. it was an older set we had painted and could not find the cushions. We paid over 500 dollars for one couch. We set up our cushions, they fit great, However after about 2 or 3 times with someone sitting on them, and I am talking one or two people and very little sitting time, they look like crap. They are sagging, wrinkle up. My friends could not believe what we paid for them. I contacted the store. The gentleman was nice but it did take about a month to hear back. He said send me some pictures and I can send them in to see what they say. They came back and said, this is normal wear and they would not do anything. We were so ripped off. My Wayfair cushions are so much nicer on my other furniture. Solid. You sit on them and when you get up it doesn't look like a mush of material. Don't buy from these folks. We have purchased pool supplies for years from Great American even though they are priced way higher. I will NEVER purchase anything there again. $500.00 dollars for cushions that will last maybe two seasons and the second season looking like crap. read more

For the last couple of summers we had trouble keeping the water in our pool clear. Luckily, I found the staff at The Great Escape very helpful. Joel spent a lot of time explaining everything to me and he was able to get to the cause of our problem. Thanks to their help the pool has been sparkling clear all summer. Our children have enjoyed many hours swimming and the amount of time spent maintaining the pool has been greatly reduced. read more

Joel the story manager at this location did a tremendous job helping us out with their corporate office and getting a major issue resolved. He is the best. We bought a patio table from them and it started to crack. The corporate office initially said they would replace it at no cost; they backed out and only offered us $300 for a $1800 table that was out of warranty for only 2 months. We had the table a total of 14 months. We took our case to Joel, he asked for a few weeks to work on it, let us pick out a new different table and did not charge us. He knows the meaning of customer satisfaction, how to keep his word, and is a tremendous asset to the company. I would definitively work with Joel again! read more

I recently went into the store because I was interested in buying a Jacuzzi tub for my wife due to her chronic back issues. Tony my salesman, was very polite and knowledgeable on the product line carried in their store, as well as their competitors products. After learning of the pro's and con's of all above, I decided to purchase the Jacuzzi J 365 which I thought was very competitively priced with other companies around, and their delivery, setup, and in-house service sold me. I waited about a week to get the tub delivered, and they were on time, courteous and overall, I would recommend The Great Escape to any of my friends or family. Be sure to ask for Tony. read more