Went to the Batavia store on 7/22/2026 to pay the balance on our hot tub. Walked into the store - not ONE other customer was there. Employees sitting around the main desk, chomping on food and surfing on phones and completely ignored us. Not even a hello and when we looked over at them to get their attention, they all just sat there chomping food and staring at us like deers in the headlights. When we walked over to the desk, some short blond guy, still chewing his food asked us what we needed. After explaining we were there to pay the balance on a hot tub, I started to open my checkbook. The short blond guy snickered and laughed, saying "we haven't taken a check since 2024". While looking over at the other employees aimlessly surfing their phones at the desk for approval of his nasty attitude. Beyond RUDE and condescending. So we pulled out a credit card and still snickering, the guy asks us if we "need to split the payment into more than 1 credit card". Seriously??? This is how you treat customers buy a $$$$$ hot tub?! No wonder your store is empty!!! Had we not already had such a good experience with the original salesperson Rachel - we would have demanded our deposit back and walked out. Nasty, rude, no manners. Somebody better teach your employees how to treat customers!!! Believe me, I will be sharing this poor experience with everyone I know! read more

I have been working with the Great Escape since 1996. I miss my Frank that took such wonderful care of me. Today I met Rachel. What a wonderful employee with such great help. Guess what she is friends with Frank. Blessing to all read more

Do not buy from them. Overpriced, non-functional products. Scam warranties, bad service and completely unprofessional managers. I bought a cantilever umbrella from them that snapped like a toothpick on a sunny day and they are claiming the umbrella is meant for indoor use so the warranty isn't covering. Absurd behavior - probably fraudulent. Looking into small claims court for this. read more

Avoid at all costs. High prices on crappy made in Vietnam house brand patio furniture. Service people are the cheapest they could hire and unprofessional. Never again. read more

Great customer service! Head delivery guy fixed something from our last delivery that wasn't quite right. I appreciate there attention to detail. read more

Great store + Great people ='s a Great Experience! The gentleman I spoke with was Frank, I was very impressed with his overall knowledge and professionalism and didn't feel like I was buying a used car from a Buy Here, Pay Here car lot at 33%. I highly recommend this location and Frank for anyone looking for a true professional's insight that you won't feel like curling up in the fetal position in the shower after dealing with them! Quality pays! read more

I bought a pool from Batavia IL store. I really made a mistake deciding to buy one from them. I would tell you that there are lots of other places to do business, and I would suggest that you save yourself the grief, time and money and go somewhere else. They seem like nice people until something goes wrong, then hand on to your wallet. My advise, go anywhere else. read more

We have bought a lot from the Great Escape over the years. Most of the sales associates are great! Friendly and knowledgeable with the exception of the manager/owner. He usually very un helpful and rude. He will just ignore customers waiting to be checked out. I will drive to Leslie's from now on. read more

Please avoid this store at all costs. Use a full service pool store or any other store. The Great Escape will sell you a pool and you will never hear from them again. They outsource the installation to very poor quality, very cheap installers. They do not help at all with follow up problems. The sales team is ok but they're to make a sale and do not care about you the second the sale is complete. I'm writing this in hopes of saving others thousands of dollars that it's cost me to get things up and running properly. Please, save yourself the trouble. read more

My husband went to the great escape and was waiting for assistance. The man overlooking him and helped two other people who arrived after my husband did . They had clear skin of course. He was a older man . He finally got around to helping my husband, who asked him one question, and this old man yelled out .. bob didn't go over this information with you yesterday! My husband said look man if you attitude is going to be ugly I don't want you to help me . We left the store. We don't want your pool if it comes with a side of crappy customer service read more

We came in to look at hot tubs and Chad helped us. He is very knowledgeable about the products, was very friendly and professional. We decided to wait but then returned a week later and bought a tub. The whole process was seamless, transparent, and too easy! read more

Purchased an above ground pool and they were very helpful and a answered all my questions. The install process went well and we have been able to enjoy the pool and hope to continue to enjoy for many years. read more

We bought a pool from them a couple of years ago. Got a great deal, the install was absolutely perfect. The sales team in Batavia were friendly, and accommodating. My issue is with the company itself, not the local store. We have a rather large tree near the pool. Over the winter, we had a lot of ice, and one large limb broke and hit the pool. It destroyed the skimmer box, and bent some of the structural members pretty badly. I was able to order the Hayward parts from Amazon at a pretty good savings, and had those replaced in a couple of days. The problem are the pool parts. I initially started the process by going to the Batavia store, where I was informed that if I wanted to receive the parts in 3 to 4 weeks, it would be better if I ordered them myself, from the website. They told me that store deliveries would take much longer. I really didn't understand why, but figured it is what it is. I placed my order 6 weeks ago, and the only correspondence I have received regarding my order is the confirmation email. I have not received a shipping notice. The phone number provided on my order does not go to a customer service number, it goes to the Tinley Park store. The gentleman I spoke to at that phone number took my information, and said he'd investigate it for me. That was over a week ago, and no return phone call. I went back to Batavia, only to be told that they don't have anyway to check internet orders, and was given a card with yet another phone number. I called that number, and was sent to voice mail. I left a detailed message, and waited three days with no return call. I just called again a few minutes ago, and while someone answered, they rudely put me on hold (they didn't even ask if I could hold, I was simply told Great Escape customer service please hold.) I waited 10 minutes and they never came back to me. Now we have had a string of 80 plus degree days, and I can't do anything with my pool. This is frustrating, and I'm now to the point where I will discourage anyone I know looking for anything they sell to go elsewhere. I will never purchase from them again. There local pool and spa shops closer to my home that I will start to frequent. read more

Came in to look at pool for the first time. No quite satisfy with the service. Wish that the sales person could be more informative and give me time to listen to what I want. Instead the just want to jump into the sales of what he think is the best. Not please to trying to find out what option I have. Left a little lost. read more

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Just left this business. We were looking for chairs for our patio. We walked around the entire store and NO ONE approached us to go fed assistance. When we left there were no less than 6 employees in an office area in the sales floor. None appeared to be busy or be working with other customers as we were the only ones in there. Must not need the business. read more

I know the reviews for TGE are hit and miss. While all the stores have the same centralized warehouse and upper-management group, each store is has its own culture due to the managers that run the stores. I'll speak directly to Batavia now. Frank and Katy do a great job managing the store at Batavia. There are a ton of products to learn and have intimate knowledge of and they do! Bill, Chad, and the other team members know their stuff too. When looking for high-end patio furniture (like the stuff at the Merchandise Mart), no one will have a more competitive price. Lane Venture, Lloyd Flanders, Tropitone, Wyndham...you name it-it's there. They buy on bulk, so if you take from their large pre-purchase there is big savings off the list price. They get a great price on custom orders. You can shop around, if that's how you like to spend your time. I'd rather just know it's the best price and be done with it. TGE has the best hot tubs/spas in the industry. Jacuzzi and Sundance. Above ground pools, theater seats, and Brunswick pool tables round out the top 5 items that this retail store has to offer. read more

I worked with John the pool guy at the Oak Brook store and he was so helpful that when I found out he transferred to this store, I felt I needed to write a review for here too. When John called me last spring to tell me my delivery day wouldn't be until April and then I called the installation company and found out they were booked until end of May, it put a crimp in my schedule to getting a deck installed before the season started. So John called the delivery company and got my delivery moved up to March and then called the installation company for me when I was having a hard time reaching them because they were so busy and got my installation moved up to April. For him to do this when they have near record sales was impeccable. Amazing customer service, product, everything when you buy your pool here. read more

Disgusting, went to look at purchasing a above ground pool which nobody has all on back order and no installers available, this I know. My review is based on the outside display pools where the water is full of leaves and green and the covers all filthy just laying there. If you are not able to maintain 3 pools that you have as display models then there also are other issues with this store. read more

Great place to buy outdoor furniture and pool supplies. We are in this store every week and love just walking in to the store. We also purchased our pool table and hot tub as well from them!!!! Love Frank and all the staff read more

Buyers beware!!!!!!! We purchased a 30ft round pool and had it installed by who they recommended. We did everything according to the rules and come to find out that our liner had a defect in it from the factory. We took pictures contacted the Great Escape since it had just been installed and not yet used. They wanted pictures and what the issue is. So after weeks of the pool losing water we had to call in a professional to do a full leak detection, They found 6 holes in the liner. The holes where in the same spot all the way around the liner that is clearly a manufacturer defect. This entire process started back in May of 2022 and we are still waiting on a response from the Great Escape. Our salesman said he was passing the information to his boss. Long story short we have not heard anything from them. Three families in our neighborhood used a different company to buy their pool ordered the same pool had liner and the store set out a company to do a leak detection on the liner and found to be a defective liner from the company. So it was replaced and installed for the customers. I had to pay out of pocket for the leak detection test had it done and they found three holes in our liner in the same places all the way around the pool. Now next year we are going to have to replace the liner. Long story short do not use this location for anything!!!!! read more

I drive to Batavia from Yorkville for all of my pool and spa needs. The level of customer service at this location is something you no longer find. Frank and his entire staff are extremely helpful. No pressure and they answer all your questions. I have been there at least a dozen time and have never had a bad experience. For example, I purchased a pool chair. I got home and the chair was cracked. I returned the next day. They must have seen me coming. By the time I walked to the counter they had pulled a new chair and immediately exchanged it. I was out in 30 seconds. Customer for life. read more

Oh boy, I have been waiting to review The Great Escape for some months now. We first came to the shop two years ago to get an estimate on installing an above ground pool in our backyard. At that time, we felt like the saleswoman was extremely pushy, and in fact, it was difficult to get our deposit back. Don't get me started on the fact that it is absolutely ridiculous I have to put a deposit down in order to get an estimate on a swimming pool (especially considering no other company required us to do do). We didn't purchase a pool that year, and we're pretty determined not to use The Great Escape after our experience that. Flash forward two years: we decide to go ahead with the swimming pool, and after seeking several estimates elsewhere, we agree to give The Great Escape another chance. The salesman, Bill, pushes us in the direction of a particular pool. However, when the installer comes out to provide the estimate, he tells us that pool will not meet our needs at all. In fact, the extremely helpful installer gives us very specific information about the pool we should purchase, and the equipment. When we return to the store to relay the information to Bill, he still continues to try to convince us to purchase the other pool and equipment. While he is not successful in changing our minds about the pool itself, he works my husband pretty hard about a filter with a dual speed pump. As he is doing so, I look up the pump online and see that it gets mediocre reviews. Many people feel it is completely unnecessary. Bill quickly negates this information, insisting he has worked in the business for 20 years and KNOWS what he is talking about. Being the feisty gal but I am, I show him some of the information that indicates the dual speed pump is it necessary for a small 21 foot pool. I show him the reviews that suggest it will create almost a whirlpool like current in a small pool, which echoes what the installer told us as well. Bill comes right back at me, telling me that the pump will be quieter and more efficient. My husband ultimately decided to go with Bill's recommendation, and wouldn't you know it, when the pool filter was installed and placed on high-speed, it did in fact create a whirlpool like current in our pool that was much too strong. We were literally swirling around the pool in our rafts, and genuinely felt sea sick! Consequently, we keep the filter on low at all times, proving we did not need the dual speed. I felt like Bill had an agenda of his own, and was not particularly concerned with our actual needs or wants. He also upsold us on the Great Escape package, which when it arrived, was nothing to get excited about. We have already tossed out the robot vacuum, as it was a piece of junk. Ultimately, I would not recommend The Great Escape for a new pool. I wish there were other options in the area, because we really felt like we were limited when it came to choice. read more

We purchased our pool here, the sales guy was great. They came out to install pool, did a great job and very professional. We have use the pool all summer !!!! Matt read more

This place has great customer service and great products. We built a pool last year and shopped around, finally deciding on The Great Escape out of Batavia because of the price, location, and product they offered. Frank Gaudio was the sales manager that handled our purchase and is our go to guy for all the pool supplies. He's very professional, knowledgable, and patient. You can tell he's been doing this for awhile. I've had several small issues and he's always able to either get me the part I need, or can tell me where to go. He's also extremly knowledable about the chemicals you need / don't need for the pool. I broght my neighbor with one day which owns a hot tub and he said he was also impressed with Franks knowldge about balancing wather chemicals, etc... We've also dealt with other staff and they have also been a pleasure to work with. read more

Purchased house w a 400 series spa by Jacuzzi. Spa has a five year warranty. Wife called the store told them we recently purchased the home and used the spa twice and now were having issues w the controls. They looked up the info and said they would have a tech come out and take a look and "it may be covered under warranty". Tech came out, $670 later for fuse in control panel, "oh! you just purchased home---sorry the warranty is no good." Unbelievable, there is a year left on the warranty---we have a copy. Called Batavia, oh you need to call service, oh you need to call Jacuzzi. Ok... Jacuzzi---'some of our dealers cover the warranty if the spa remains on the same property in the same location.' Obviously, Great Escapes is an appropriate name ... They want to escape their responsibility to the consumer. I wouldn't buy paper plates from these yahoos. If there was a minus 5 rating I would give them that. read more

I stopped in for some pool supplies and to look around at furniture. While shopping for pool supplies the manager, I think his name was frank, came by and made a great suggestion. Overall, a very helpful store. read more

Thank you Frank G. for standing behind your product! We love our patio set and are saddened that the fire table quit on us in less than a year, but we are completely satisfied and thankful for the way you made it all right. I wish there were more businesses that had your service/work ethic! read more

We have been dealing with The Great Escape for the last 10 years. We love them! Everytime we go in the store they are always very knowledgeable and ready to help out. We have dealt with Frank for most of those years and have only praise for him. During our last recent purchase we got the opportunity to deal with Chad as well. He too is very nice and willing to take the time to help us out. No one there is pushy at all. Their service department is exceptional as well. We highly recommend them. read more

I have had the pleasure of learning how corporate America has the ability to screw hardworking customers out of their $ via the great escape. I have been dealing with them for over a year and to put it mildly, I would rather have a yearlong root canal. They lied upon our original purchase and tricked us into paying the 95$ delivery charge. They screwed up a Family party we had due to this delivery being late, when the stone table showed up it had scratches on it and was told it was a floor model by the delivery personnel that the great escape employed. This table was suppose to be coming from the warehouse and brand new, (this is how they tricked us into paying the delivery charge) when we tried to purchase it last year I showed up with vehicles to transport, personnel of my own to assist, and asked if the table we were buying was at another store so we could go get it. They lied, stated it was in their warehouse and I would have to pay the delivery charge. When we originally purchased the table they told us you could keep it outside, this was the main reason we got it and I made it clear that we had to have a table that was weatherproof. The salesman assured me it could stay outside. We even got a cover to cover it during the winter. Upon uncovering the table, it turned out it was not solid stone, but a stone vainer. The stone pieces chipped off due to moisture getting under it. I came back to the great escape and they referred me to the customer service dept. Before I could get the whole story out, I believe it was Jeff I was speaking to stated "I bet they didn't tell you that when you bought it" I agreed. He told me to go into the store and pick out another table. There was nothing comparable to what we had and at this point we either wanted a whole new set, or to get our &$ back to go elsewhere. I picked out a set that was more expensive and to be fair and try to tell both sides of the story as much as possible, they told me I could exchange the table and nothing else. I felt the upgrade would serve as compensation for any inconvenience they have caused me during the process. During this communication with customer service I explained the situation for the second time, they had the nerve to say that he wasn't there and cannot hold the salesperson liable for what they might have said during the sale. I made reference specifically to the fact they told us the table could be outside, he said if it wasn't in writing, I was out of luck. I told customer service that their options were to give me the upgrade or my $$ back. That was last Friday, he calls over the weekend and informs me that they will give us a stir credit and nothing else. He also chose to give me his opinion that he thought this was fair. If you like being lied to, and purchasing semi quality merchandise for top dollar then the great "mistake" is for you read more

We bought a pool table at (Batavia) Great Escape after Christmas and took advantage of the free delivery and set up and players set, etc. The table arrived and the guys installed it today. Couldn't be happier!!! I had to change the date to a Saturday delivery and they were fine with that. The set up guys were courteous and fast! I feel like we got a really good "deal" on such an expensive purchase. SUPER HAPPY! read more

Terrible bought our pool last year had problems from the start after the winds our pool is destroyed. Beware poor customer service.

Went in as a total newb trying to figure out how to take care of a pop-up above ground pool I bought online. Noel was really great and helped us out, told us how to take care of the pool and recommended some very inexpensive products to help us out. On top of that he through in a blow up beach ball as a gift for my kids. Top notch service! Highly recommended! read more

As new homeowners, we went to the Batavia location to look at sectionals to put on our deck during Memorial Day weekend. We first went in there at around noon and the place was not even busy. Maybe had 5 cars in the parking lot tops. We were interested in 3 different sets but wanted to do some further research and decided to leave to think about it. (Granted no one helped us out) We went to some other stores and decided to come back again 2 hours later to see if we could get some more information. Well, we walked around, stood by the sales desk and not one single person asked us if we needed help. We walked out and will not come back again. What ever happened to treating the customer with professional and reliable service? If they cannot even ask us if we need help, why would we bother giving them the sale. Very disappointing. read more

This is the first review I've ever written and I do it purely because of the outstanding service provided at this Batavia location for our recent hot tub purchase. Frank and his team are fantastic. They were relaxed and low pressure during the buying process, which I appreciated. They were very patient in answering my many questions. Before buying I asked Frank how long he had been here, and would he still be here to support us from a service perspective as I know this can be a concern with pools and hot tubs in general. He's been there 18 years and assured me that not only would I be happy with the service, but that he personally would be my advocate if anything at all was needed after the purchase. Frank stayed in close touch from purchase to installation to helping answer our questions (and there have been many!) by phone and email for weeks as we learned how to manage our new hot tub. All in all, the Great Escape team have more than lived up to their promise to stand behind their product. It's a pleasure to actually trust the people who are selling you something (especially something expensive!). If you are considering a purchase here, I'd highly recommend it. This is how the buying process SHOULD be everywhere! Thank you Frank and team! read more

I purchased a 24 foot round above ground pool from The Great Escape in Batavia, IL in April 2013. We also paid $500 for installation as well as $650 for water delivery. We have had above ground pools (this is our fourth pool) at our home since June 1980. About two weeks ago we noticed rust in several locations on the exterior wall. One location had rusted through and now our pool liner has sprung a leak at this rust location too. I immediately contacted Frank at The Great Escape (TGE) and was told to send him several pictures and a copy of my receipt. I complied and was informed that the wall of the pool was guaranteed and he would order a replacement. I asked about the liner, as well as installation and water delivery as this was all needed as a result of the faulty pool wall. Frank told me that only the pool wall was guaranteed and that we would have to replace it ourselves as well as purchase a new liner and pay installation again and also water delivery. I told Frank I was not satisfied with this reply as the pool was only three years old and that TGE should be responsible for customer satisfaction. He stated that the only thing TGE would do was order the pool wall replacement. I told him my husband is 70 years old and that we cannot install ourselves and that we do not have the money to pay for all the rest and that I was totally dissatisfied and would never make another purchase at TGE. He said he was sorry I felt that way but that there was nothing he could do for me. REALLY - There is NOTHING you can do to help me!!!! Worse pool I ever purchased - don't get taken like I was. read more

We purchased a nice sunbrella umbrella and stand from this store and were told the stand would be sufficient for "Chicago weather." Not even a year later it has been bent and no longer works (no, we didn't have horrible storms, tornados, or other "acts of God" then). When we contacted the store we were told we can pay more than we did last year and buy a new umbrella or buy a frame for the same price as a similar complete sunbrella umbrella at another store. This was disappointing. We weren't expecting it to be replaced for free as it was used, but a response to show the store stands by their product and has good customer service would have been nice. read more