Great customer service. Walked in need pool supplies. Helped me find what I needed 123

I don't understand the bad reviews for this place - Unless they're coming from competitors. Were *regulars* because this place continues to impress me. Excellent selection of products, friendly and helpful staff and great prices. read more

We're very pleased with the Gurnee Great Escape store and particularly their sales person John Wisch. Our purchases over the years have been the outdoor patio variety. Couches, umbrellas, chairs, small cocktail tables, etc. The products they sell have been good quality, the delivery service has been outstanding in each case. We are currently expecting oval fire table and and additional piece to the existing couch. read more

The Great Escape - Patio furniture, lounge chairs and umbrellas from Great Escape - Hot Tub & Pool Near Me - Gurnee, Illinois

Terrible customer service. We ordered a Jacuzzi tub from them and when it was delivered, it was so much smaller than our last one. I couldn't find my tape measurer so I laid next to it to gage the length and I was only a little shorter than it. I figured I'd call just to double check it was the correct one before the delivery men got too far. The man was so rude to me and treated me like an idiot, "Were you expecting the tub to be as tall as you?" Haha nooo, if you would have listened to me, I said I was measuring the length with my height. We must have measured our last tub incorrectly and I understand we were wrong. But there's no need to talk to me like an idiot just because I wanted to make sure we received the right tub. The delivery men were even worse. They placed my tub facing the wrong way so the electrical board couldn't reach the hookup. My 70 year old electrician and I had to push the whole thing so the orientation was correct. And they left this garbage as a nice present for me that's still in my driveway... read more

The Great Escape - Hot Tub & Pool Near Me - Gurnee, Illinois

We bought our Jacuzzi Spa from Great Escape less than 3 years ago. We have also bought app of our chemicals there since the purchase. Our spa has a 3 year parts and Labor warranty and we had a temperature sensor go out on the tub. We called Great Escape and we're told we had to call their service department. Service told us for a $34 part we would have to pay a $100 trip charge. My husband went into the Gurnee store and was told nothing they could do as they have gas costs. Nor could we buy the part and do it ourselves. Called Jacuzzi and they cannot do anything either. I would definitely not recommend either company. Very disappointed in the customer service from Great Escape and Jacuzzi. We had a vita spa for 22 years with no issues. read more

Ordered a hot tub and was told the time frame for delivery- I understand about issues related to Covid. Delivery dates kept coming and passing without hearing anything from them. Again, I understand if there is a delay due to a pandemic but don't lie and tell me it will be here in two weeks if you really don't have any idea. Store manager refused my phone calls but would email me with vague comments if I left a message. No one was able help me if he wasn't there. is the the only one who can help customers who spent nearly $10K for a tub? The manager promised me "bunch of free chemicals" due to my inconvenience (conveyed again in an email) but that promise never came true. Several months later than promised the tub did arrive. I understand delays but avoiding my calls and not being truthful is bad customer service. The hot tub delivery was awful. the deliverymen were NOT wearing masks for one. They have me no instructions on what to do at all and just referred me to an instruction manual that was inside a cardboard box that they left in the middle of my yard! Once they left we found all kinds of washers and screws scattered in the year. WTF! Once the delivery men left I called the store for a bit of help as they gave not even the basic help. The store seemed to just want to get me off the phone and didn't seem to care one bit that I had what should have been very basic questions for them. We have a new house with a yard that needs all kinds of lawn equipment such a fire pit, and tables and chairs. We will NOT be going to the Great Escape for any of it due to this very poor customer service. read more

Nice selection of pool items/outdoor items. I find the Gurnee location staff isn't as eager to help with questions pertaining to products. Maybe John was having a bad day but asking him about pool products to help with swimming bugs ( "backswimmers") and he acted like I was asking him to solve the worlds hardest math equation and he wouldn't even attempt to solve my issue. He wouldn't even guide me to the aisle to search for a product. Heading to the Mundelein location...staff is always pleasant and helpful there. read more

Not impressed. Early May I called with interest in an above ground pool. I understand the whole quarantine has the pool industry in a shambles but the manager seemed to care less about what I needed. I needed a one stop shop for a pool, details, install everything. His response was all kinds of technical questions for me to which I don't know. That's why I called. He was not knowledgeable of his products and instead asked me for $100 deposit to show I'm a serious buyer. No thanks, I took my $10K investment elsewhere. read more

I had a pool light that was defective and i brought it back within 1 week of purchas. it had a 30 day warranty. they gave me a new one but refused to warranty it. The manager and assistant were downright rude to me and argued that they could not warranty the replacement. They treated me very disrespectfully and were hostile. I will never go to that store again and will be letting the manufacturers of the light know that they are not backing their product. read more

Good selection of hot tubs to pick from. Tim, the store manager was very helpful and informative. He answered all my questions and directed me into a tub that suited my needs. Ended up with a Bullfrog hot tub and couldn't be happier. I went with this brand because it comes with Bluetooth radio, lighting, waterfall and all the features of other higher price tubs such as Jacuzzi. I purchased it in the fall when they're giving good incentives and discounts. I would highly recommend you talk to Tim. read more

Great customer service. I needed to share! We had to look for another The great escape location due to bad customer service received in the Mundelien location. Mark took his time and explained all important information in purchasing an outdoor pool. read more

The staff is great always helpful greet you when you come in to the store. Go the extra mile to help you. Products sold are high value and last over time. Could not be happier. I have purchased a pool, fire pit, and patio equipment from them. read more

We had a pool install in may and were missing pieces. we've gone through the store itself and corporate and 7 months later are still waiting. read more

Customer service here is awesome! Scott helped me with a hot tub purchase and installation. Couldn't have been happier. Took time out of his own time to teach me the chemicals. I've called twice since install with stupid questions and both Scott and Tim helped me happily. Will always shop here. Thanks! read more

Excellent merchandise, gut wrenching horrible customer service. Absolutely the worst customer service anywhere around.

They have really cool stuff at this store. I wish an employee would have helped us. Went here with my wife and kids to purchase a new pool heater. We walked in at about 4:15 on a Sunday and were not greeted by anyone. We walked around the pool supplies area for 15 minutes without one employee asking us if we needed help. We found a heater that we liked but had some questions. We then walked to the front of store to see if we could get help. There were a few employees around the cashier area so we waited a couple minutes more and were not even addressed once by anyone. We decided they don't deserve the $1600 purchase. The Great Escape really needs to work on customer relations and being sure to at the very least acknowledge the customers presence. Say "we're busy at this second please wait a minute". read more

A tip for the owners of this business if someone is looking to spend 3k at your store I would recommend rushing them out because you close in 15 minutes and asking them to come back another day to finish a transaction. Couldn't even give a price quote, just hurried us out. Will not be back. read more

I have to agree with the horrible reviews of bad customer service. This review is from my experience of two years ago. I had to ask for help on an item and the sales person that I talked to was a new hire. He and I went to the front desk and from there it went downhill with the senior manager. I was 3 feet away from the conversation and the new employee was verbally abused and The managers response was if I did not exist. Will never step into this establishment again and recommend you do not either. read more

Horrible customer service! Asked our question and was told "no" we don't sell that pool. Asked another question and the employee just started having a negative attitude. Would recommend to stay away from this store! read more

Bought a Hot Tub from Great Escape 2 years ago. I was extremely unhappy with how I was treated after the sale from my sale rep, Mike. I still have issues with my hot tub, and recently went back into the store for chemicals and a guy named Scott helped me. He was extremely helpful, addressed my questions and concerns, and as much as he can't fix the issues that Mike Caused my family and I with our hot tub, j would buy another hot tub from Scott. I got a J245 by Jacuzzi, and as much as I have issues with the Tub itself, next time I am gonna let Scott guide me to the right tub. read more

Tim, the store manager is great. Went in to return some stairs that came with my hot tub package. Was expecting half of the price in store credit. Tim gave me full credit and I walked out with a bag of chemicals I needed. Great service Tim! read more

This is the only pool place you will ever need. Chuck is the man with all the answer! He helped me get everything I needed to make my pool sparkle for the summer!!! He answered all my questions and double checked that everything I bought was right for my pool! Thank you Chuck! I couldn't have done it without your help!!! read more

I bought a pool and a hot tub from here, we were very pleased with the service we received, I highly recommend seeing Scott if you go in there, his knowledge and customer service was above and beyond! read more

I had been to a few different stores, and FINALLY found a salesperson with some knowledge on pools who would actually give me the time of day, and NOT be pushy. I got what I needed for my pool and the salesman was very helpful and courteous. I believe his name was Dan. I am thinking about going back there to look for a patio set. I know that when I need pool supplies, I will go there. read more

Five Star Treatment! I was greeted as soon as I walked in by everyone working. The Sales Representative, JOE immediately walked over to assist me. Joe was very nice and he had a great sense of humor! He was very patient with me and allowed me to take my time to make my decision. Joe was very helpful and was able to help answer any and all questions that I had. He was also very knowledgeable and I learned a few things from him regarding patio furniture. The store itself is very nice! The furniture is beautiful and is of great quality! The pricing is a little on the high side but you get what you pay for (quality). I can definitely see the difference of the quality of furniture in this this store versus the 4 competitor stores that I had visited. In fact I was referred to The Great Escape store in Gurnee by a competitor's employee! I was able to get a really nice patio set at a really great price because it was on sale! After my purchase I noticed online that the set was actually lower than what I had paid. I notified the store and an adjustment was made immediately. Apparently there was a decrease in the price by Corporate and the store was never notified of such. But Scott (who was also very friendly and helpful) took care of it right away. I definitely had a GREAT Experience at THE GREAT ESCAPE in Gurnee! I will certainly patronize them again! read more

Worst customer service ever! So many people working there but nobody wants to help. I purchased a pool from them a few years ago and it is leaking....they give you a phone number to someone else to get you out of their hair. I called as well and was told that someone would call me back with some answers...never received a call! I would advise everyone to take their business elsewhere. read more

Terrible customer service. I have been struggling just to get our hot tub delivered. We ordered it two months ago, they finally called us to tell us it's in. This is going inside so needed to be a certain size tub. The salesman assured us it would fit and wouldn't be a problem for he delivery crew. Well guess what, he was wrong. Been going back and forth with delivery people for two weeks because they are worried about the space we have available for them to fit through. They just stopped calling us back! read more

gGREAT service and support. We bought a pool and a spa and have been delighted with the support both before and after the sale. We would highly reccomend this store to all our friends. read more

This place has some of the worst customer service I have encountered in a long time. Walk in and nobody really had the time of day to say hello even though there were 6 of them sitting right by the front door. Ask one of the sales guys a question and he couldn't be bothered and insinuated I don't have the money so he didn't want to waste his time. Rudest place I've been to in a long time. Won't ever get my business. read more