Except for the nice lady at the counter, the rest are rude and don't want to help. Needed to buy stuff and they didn't care to show me anything or help me figure out which product supplies to buy. Was also interested in making a big purchase but needed to get an idea of prices and what I'd need. They just wouldn't help at all. Like I was bothering them. Decided not to continue. This was two different visits and two different men. Not sure how this store stays in business. I will go where someone wants to actually help and sell something. read more

I was in the empty store for 1/2 before anyone approached me! There were 3 male salespersons sitting and chatting at a table. I tried to make eye contact to receive some help, but they ignored me. Finally, Andrea, a really nice salesperson approached me, and was very professional, knowledgeable and kind. If it weren't for Andrea, I would have left the store and would have never done business with them again. I can see how they lose a lot of business because of their bad customer service. Do better! read more

Great people but they hide telling you about bonding which i found out from an experienced electrician,it is hidden somewhere in the contract that whoever does the electric should know..problem i have someone could have been electricuted.TELL PEOPLE about this. read more

I purchased maybe $14,000 worth of Gensun patio Furniture from this location. I immediately started having trouble with this one piece and have had zero resolve on my many issues. The door is way too heavy for the hinges and although they have provided me a new set, they cannot hold the door on. I also contacted them regarding the poor and breaking down finish on the piece in the pictures, sorry it's not a covered warranty item. Now Gensun markets a lifetime warranty when you purchase this high end patio furniture, but this store doesn't seem to care about replacing an obviously bad item from day one. read more

The Great Escape - Broken door - Hot Tub & Pool Near Me - Macedonia, Ohio

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NO NOT FOR Destiny River hot tubs. I AND The team they have to do the service is FAR FAR over priced. I guess they assume if you have a hot tub that you must have big bucks! They charged $180 per hour plus trip charges , plus travel time + $280. A 2 inch coupler piece of PVC that I can get at Home Depot for $.50 they charged $29 . Gate valves that are the same brand on Amazon are $14. They are charging $59 each. I sent the video of my problem BEFORE they came out. They charged $225 for a trip charge and then a diagnostic - of what I already showed them, the video of what was broken. They did not have PVC & 2" gate valve, coupler, and flex 2" pvc. on the truck to fix my leak ? So they had to come back - then they hit me again with more labor and service charges $180 ...They should have pvc 2" & gate valves should be standard supplies on the truck....It's not like they had to order a pump or circuit board, or jet . AND They Fixed something else they claimed was leaking. Unfortunately I was not there and trusted them to know exactly what I wanted fixed ...it was not the problem that I sent them. The video on. I was very clear. It's still leaking from the area I sent them The video on and their excuse was that the hot tub is old. If there was an additional problems, they should've looked at the original video and fixed both at the same time. It was not leak tested at the time, it was fixed because the PVC glue had not dried. He said wait 24 hrs. Then I filled it up for the second time, and it is leaking in the same place. Fool me once... shame on, you fool me twice or three times, shame on me. I'm done. They also charged me $60 for a 24 inch piece of flexible PVC. - again $10 at Home Depot. They used 10 inches of it and did not leave me the remnant ( for future repairs) They charged me for the whole thing. This minor repair cost me almost $900 and it's still not fixed. Buyer beware. Ps my doorbell camera indicated they were they are less than an hour and I got billed for two hours of service! read more

We got a patio set from here and had a great experience. We browsed the store and sat on a TON of showroom models of which they have a huuuge selection. I browsed online/home depot/overstock.com/etc for hours and these guys have stuff you can't find online. We probably browsed the store for like an hour and the staff checked in on us 2-3 times to see if we had any questions but were not pushy at all. Once we narrowed down our choices, they bent over backwards trying to find us color samples and availability of the models we were interested in. They even pulled up inventory at some of their other stores and had them hold the pieces they were short on. Once we paid, we got a call the following week to schedule our delivery which happened a few weeks after that. There were no damaged pieces or anything although they did give us an extra cushion from someone else's order which we brought back to them. Our patio set has been outside for a couple weeks now and survived a few thunderstorms without any issue. read more

Love our purchases from this store. Jeff was a perfect example of a sale rep who went over and above to provide a first class experience. Bought my patio furniture and later an umbrella to fill out the space. Jeff was also able to show me a lighting attachment with Bluetooth that will provide years of entertainment for our outdoor space. I can understand some of the reviews regarding poor customer service. With the exception of Jeff, I was amazed how much I was made to feel like I was doing them a favor by showing up in their store. Reps leaning against the counter, no smiles and a general unwillingness to show you around their store. They are great at pointing in the general direction of items in their store. It's this overall experience that I give this store 4 stars instead of 5 stars. read more

Matt, the Manager at The Great Escape, has always gone above and beyond every time I call! On two separate occasions, I experienced issues with my above ground pools and he has come to my home, looked at the issue and fixed them on site! Thank you Matt! read more

Came in to look at Polywood furniture. Decided on a set that was "on order" , not a special order. Expected around 6/17/22. Called on 6/20 and new date was 8/1/22. Found the identical set at another place in stock on 6/25, and delivered on 6/27/22. Cost was a little less than Great escape but not much. Staff was very helpful and polite and no problem cancelling order. I would try again, but it didn't workout this time! read more

8000.00 and upwards for patio furniture who has this kind of money for a backyard patio talk about overpriced sticker shock here. Been here three times to look around always amazed never any customers in the store. Astronomical prices in outer space. Sure I like quality very expensive outdoor furniture what is going on here. They must make one sale a week with the huge markup pays the bills for another week. Who can afford this? not me. read more

Don't believe the sales pitch of buy local, so you have someone local to help with any issues you might encounter. They do nothing other than drop your hot tub and leave, so you're on your own for any issues. They're long gone before you even know you have an issue, and all you have to do is try to call them once before you buy to know what service you should expect. I could have ordered a hot tub through Costco, gotten the hot tub in 4-8 weeks rather than 4 months, it would have been less expensive, and the delivery and setup would have been the same or better. Can't express how much I regret walking into this store, save yourself money, headaches, and lies, and go with Costco. read more

I NEVER right a review. But the experience working with Great Escape in Macedonia has warranted some terrible customer service. Absolutely Awful! Purchased a pool in summer 2019, installed late in the summer. The liner was damaged at install, no problem we patched it. Great Escape guaranteed us a new liner for summer 2020, then CoVID hit and everyone was buying pools, our pool was patched, we were having no problems so we held off because they were so busy... HUGE MISTAKE! Now, it is summer 2021, we ordered the new liner over a month ago, picked up the liner from store. Was told it had to be 70 degrees to install, it's been 80-90 degrees MULTIPLE DAYS... Amy at Landshark (the outside company that installs the pools/liners) finally scheduled us a date for install only to not show up! Contacted Great Escape store, spoke with our salesman, Terry, who told us there was absolutely nothing they could for us... we had to contact the installer, who by the way has a "voicemail box that has not been set up yet, goodbye." Matt Conklin the store manager was of absolutely no help whatsoever and has made it like we are the problem. All they care about is a commission to sell a pool, after that, it's all on the installer... who has also proved worthless. CAUTION: DO NOT SHOP HERE!!! read more

The only reason I'm giving one star is because I can't give zero. We went in to look at full patio sets and a hot tub. There were no fewer than eight employees milling about and chatting with each other. Not one person greeted us, offered to help us find anything, or inquire with us when we left. No problem though - we'll find another place that has what we need. read more

Do not buy anything from the store unless you're taking it home at that moment. We bought a couch, and when we went to pick it up it had a large scrape in the middle of one of the seats. They would not discount even though it was ruined from the time we purchased to the time we went to pick it up. They wouldn't even order a replacement piece. They lost a few customers already from this experience, and they will lose more in the future. What kind of customer service would not try to make something right for their customer or even try to help out when something happened to furniture in their care? This is why internet sites are making brick and mortar companies fail. I wouldn't be surprised to see the great escape in Macedonia OH close it's doors in the next year. Awful experience. read more

My only suggestion is to find another local business selling jacuzzi tubs... I have had the most frustrating time with these guys from the day my tub was delivered. as far as I'm concerned they can just come and pick my tub up and give it away so I don't have to deal with them anymore. After I typed that... I think thats what they want us to do...just go away... I've reached the point of pure disgust in the lies they tell and the horrible service!!!! Remember that you are human... and deserve to be treated as such... remember that you are spending your hard earned money... why give it to a company like this as a slap in the face... how they sleep at night is beyond me!!! read more

Brian at The Great Escape made purchasing our outdoor furniture set a wonderful experience. Brian made sure that our furniture was delivered within in a week for an event we were having. We got so many compliments, and will definitely be back in the future. When going to The Great Escape be sure to ask for Brian's help. read more

Bought a hot tub. They scheduled delivery a week and a half later. That's fine. Tub shows up, no starter chemicals. I call and the truck would be in the next day and they would bring me the chemicals. Still nothing. And their "platinum" delivery service that they charge $295.00 for is to bring it to where you want it and set it there. No hook up. Just, "here you go". Never shopping there again! read more

Shopping here is always a great experience. The knowledgeable and friendly staff help me find products that are right for my needs and price range. I've never had to wait long for service. I'll definitely keep shopping here. read more

Went in to have my pool water tested. Checked with front desk to be sure someone was available. They paged for someone. Unfortunately after patiently waiting at the testing area for about 5 minutes I left. I never seem to find great customer service here. Wish I did cuz this store is so convenient. I'm driving to Stow for all my pool supplies! read more

Horrible customer service. Employees act like customers aren't even in there. Walked out when I planned to make a purchase. The girl on her phone at the front counter didn't seem to be much help either. read more

I bought a pricey black leather sectional here. After a few years, the face of the material started coming off revealing that it was in fact a fabric covered with a black rubbery leather-looking surface that is peeling off. I took pictures back to the store along with my receipt that stated it was leather. They claimed it was a "type" of leather - manufactured. I finally got one manager to admit how ridiculous that statement was and he agreed to call someone at corporate. It's been several months and a few callbacks and no one has contacted me. I wish I could post pics here. I plan to take part of the couch to their parking lot with a big warning sign on it. Don't buy leather furniture here!!!! read more

This store is actually in Macedonia, not Northfield. If you are looking for kids playsets, AVOID AT ALL COSTS. We fought with them for a full year over incorrect and missing parts, drywall screws poking through (sometimes more than an inch) all over our playset, climbing handles not attached to the rock wall, boards that weren't flush- their work was a mess at best, DANGEROUS at worst. We went round and around: they blamed the manufacturer. The president of Premiere Playsets ended up coming to our house to confirm that they had simply used all the wrong parts and installed it poorly. So they blamed the contractors (who they STILL use): the contractors said they used the parts and directions they were given in the warehouse. We would go WEEKS without hearing from the sales associate (Gary), no matter how often we called. In the end they replaced most of the damaged parts and, since it had taken so long, we felt we had no other recourse and gave up. They playset is STILL crooked and has many incorrect parts, and we don't have anything we can do about it. DO NOT GO HERE!!!!! read more