I have been going to this store since I opened my pool the first time - loooooong time ago! Last night I went to pull out my equipment for this season and found my pool vaccuum would not charge. Dang it. I had to get the pool open the following day (today, Sunday), and no delivery would be here in time. I called this store and got Ray close to closing time. I had him find me a similar vacuum to what I had and he put it aside for me. I told him I would be there at 11am on the dot today to pick it up. Doors were open, staff was ready and I got my vacuum. Great store, great staff, everything you need is here. Thanks guys!! read more

How can I say this.... without going off on a swear filled tirade.... Purchased a custom hot tub cover. Measured the thing edge to edge. Then come to find out that they give the manufacturer a half inch buffer. Would have LOVED to know that detail. Or possibly have someone come out and measure it before I blew almost 1K. Ive sent pictures, only one corner is actually covered. After repeated calls and emails expressing my displeasure, they have ghosted me, took the cash and are obviously done with me. I have banned my family and future generations from going there. FYI - could have gotten a cover off Amazon for half the cost and guess what? If it didn't fit, they would've taken it back. read more

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The Great Escape Oak Brook is a sham of a business. I purchased an outdoor umbrella from them last year along with an extended warranty. It broke this year, less than one year after purchase. I thought, "well, this is why I got the warranty, this will be nbd." lol I was so wrong. After a month of back and forth with me being the only proactive one, I'm still waiting for a resolution. First I was told by their service department that neither they nor the manufacturer would cover the damage. The extended warranty company also denied the claim. Finally the extended warranty company approved the claim (after some coercion by TGE Corporate, apparently), and the $$ was released to TGE Oak Brook 2 weeks ago. I was told then that I would be receiving a gift card for the full amount in the mail "from corporate." Of course I still don't have it so I called again today and got the run around again. What a joke. I will never purchase from them again and other consumers would be wise to spend their money elsewhere. read more

Quite literally the only yelp review I've ever written - Wouldn't buy from this place unless you have to. Service comes with a attitude. A couple of the workers here are very rude read more

Horrible horrible customer service! We bought a patio umbrella last year and used it for the second time last week. As I was opening it, it broke from the center and fell with tilting the table. I contacted customer service right away and they refused to cover claiming it as wind damage. And it was not that windy that day at all :( This is definitely a safety hazard as it is very heavy and luckily did not fall on us! I emailed them twice with the pictures and they said next time get wind insurance. This is a terrible experience and I am not buying more from this place. Getting my umbrella from Costco now with their excellent support. read more

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Went to the Oakbrook location for replacement railings for my ladder. They gave them to me for free! So amazing! They are also really good at testing Pool water and explaining how to keep it balanced. 100% recommend! Great customer service! read more

The Oakbrook location delivered on everything they sold us. Pool price and installation was seamless. We even returned some items in the pool package which we did not need and received a check for that. When you're there look up EVAN. He walked us through the pool's and options. read more

We bought our above ground pool 2 years ago, and a week ago we had some issues with our filter system and the pool being very cloudy. Raymond not only showed me what I needed but walked me through the whole process once I got home. He was very responsive , knowledgeable and very patient with me. I would definitely go to Raymond if you have any questions about buying a pool, keeping up with it or anything related to a pool. read more

My husband and I had an exemplary experience when we purchased our new hot tub. our salesperson Evan was amazing. He is kind competent and committed to service. He even came to our home to install our cover because the delivery crew could not do it. I hope the company knows how lucky they are to have Evan. He is triple A plus. The tub is amazing too It melts all your aches and pains away. Thank you Evan read more

UPDATE: We have noticed that there are several issues from a faulty installation. The floor isn't level. A post is leaning, making the water not be level also. I have reached out to The Great Escape, and the installation company (Which TGE recommended) and no one has responded. Unacceptable. Bought an above ground pool. Our salesman made it all sound very...simple. The permit process would be a breeze, installation isn't a difficult process, and pool maintenance will be so easy with the nicer pump/filter. In hindsight, having experience and research under my belt, everything he said was at best misleading. We were then recommended an installation company which ended up tearing up our yard. They did so much damage we needed to call a landscaper out to help mitigate it. I emailed the installation company and our salesman: no response at all. This store has some very helpful staff members, but our salesman was not upfront and honest. He sold us on a process which wasn't accurate and then when things went south, was no where to be found. Gotta be other companies that will be more helpful + honest. read more

Excellent selection and fantastic service. Did I mention how knowledgeable Cory was with helping me figure out which patio set would work for my deck space? Can't wait for my delivery. read more

This place was great over the phone and when k came in to purchase a $2600 basketball hoop. The company they contract with did not call me within a week to set up the install, which is what I was told would happen. Then I called The Great Escape and was told they would inquire and call Me back. They didn't return my call, so I called the next day and a guy finally got the contractor to return my call. A definitive install date was set, yet had to be changed due to the weather. They finally came out for the 1st half of the install (digging ground and concrete pour), and said they would come back in 4 days to install the actual hoop system. 5 days went by and I didn't hear a peep, so I reached out to the contractor. The guy apologized because when they initially rescheduled due to the rain, they forgot to rebook the 2nd half of the install. The owner profusely apologized and came out 2 days later. They were extremely professional and got everything completed quickly and correctly. My kids love the rim, but you'll need to stay on top of the contractor used by The Great Escape. Lastly, I had to register my hoop o line after it was installed to confirm my warranty. It required a serial number, yet the box and all the paperwork I had only provided a model Number. I called The Great Escape and a cashier told me she would have someone call Me back today. 3 hours later I didn't hear back, so I called back because they were closing in an hour. The cashier person answered and tried to tell Me that I could find my answer on the website. I explained to her that I tried that and that it was not as easy. She claimed they were all busy and didn't have time to answer my simple questions. So I got a little testy and what do you know, someone got on the phone immediately. However, they couldn't answer my question. Thankfully, I was persistent and went back to some of the paperwork I had received. It turns out the "code number" on a card also served as the serial Number. What a mess relative to customer service. read more

Great folks to do business with. Highly knowledgeable and professional staff. Always willing to help you and go the extra mile. This is the best location in the area. Hands down! read more

The customer service ends after the sale is made. My hot tub was delivered and with what it cost they could have made sure it was clean and ready to use , i spent an hour rubbing off tape and dirt. Also i was never told the installation did not include the connection to power. I would have had an electrician here if that was the case especially since i had to wait 12 weeks for it . Hopefully it works properly once it's connected. I would hate to see what will happen if it's not working properly. read more

Love our new T3 Life Fitness treadmill! Very durable and worth the premium over other treadmill brands. Phil was great to work with as well as Steve in Phil's absence. Store itself has an open layout for easy browsing. The delivery and set up was a breeze and the hallway to my basement can be tricky. read more

Bought a pool, deck, patio furniture, pool heater and all my chemicals here and must say this place rocks. The items they sell are quite pricey but you get what you pay for including service and a friendly staff that has not changed in the three years we have been frequenting this location. They remember you and ask about your purchases and such, makes you feel valued as a customer. read more

I bought a pool cue today. And two hours later I am still trying to get the price sticker off. They use some kind of permanent glue that resists peeling and everything else I tried. Why do you do this? Until they change the price sticker method at corporate, I would recommend you buy your items online. At least you wouldn't have ugly, half-torn-off, papers sticking your things. read more

Looking to buy an in-ground pool. No help anywhere in the area and all seem to be surfing the web.

Excellent business to work with. Very satisfied with the product and service. Sean personally went out of his way to make sure everything was perfect with our outdoor furniture and it was delivered exactly as promised. I would not hesitate to buy from them again. read more

My husband and I recently bought a new spa with the help of the super knowledgeable store manager, Sean. We actually went in a couple times while making our final decision and he was always kind and willing to talk us through our options without putting any pressure to move quickly. After we moved forward and had the spa delivered, we had quite a bit of questions to get everything setup. Sean and his team went above and beyond in guiding us to successfully getting things running. We are so appreciative of their time and highly recommend the oak brook store for your spa needs. Service was awesome! read more

I bought a bar from this location that was delivered damaged in multiple locations. When I called back to inform the store, I was told that it would be replaced in the future but I would have to send pictures even though the installer already noted the damage with pictures. Upon rescheduling, I was told that they could not get another bar out to me before the end of the week (in which case I would have to take a second day off of work). I was not very happy with this and asked who I could speak with to get another solution. The customer service person who scheduled the replacement couldn't help and said I needed to talk to the person who sold me the bar. This person said he couldn't help because his store manager wouldn't be back for the whole week. Next, he transferred me to the assistant store manager who is named Phil. Phil is the person who took this situation to the next level by calling me "the most high maintenance customer he has had all day - and that's saying something" and then repeating his insult of calling me "high maintenance". He said that he couldn't help me and, basically, didn't care about my business. He said that he knew what he was talking about because he used to work in construction (whatever that means). After a few additional hiccups with delivery etc, I was able to get in touch with the corporate office as well as the store manager from the Oakbrook store (where I purchased the bar) and figure things out. I was upset at the customer service that I had received from the assistant store manager (Phil) and they really made up for it by treating me with respect and helping to solve this problem. In the end, we have a great bar that we purchased for a reasonable price. I am happy to say that The Great Escape has earned my consideration again next time I am in the need because of the quality of service that Bradly (sales person), Sean (Oakbrook Store Manager), and Rob (Corporate) were able to provide. Problems can happen but it is how they are handled that should be commended. Thanks! read more

We bought a pool here a couple years back and have had a wonderful experience all along the way. Let me start by saying Corey and Phil are very knowledgeable and professional with anything involving pools. From start of how to think one through for your property, recommendations for companies familiar with their products and application, to guidance in getting the most enjoyment with least amount of work. We put a large deck on ours, so we really enjoy it along with our friends and neighbors. Lastly one important detail that I have to emphasize is that they remember you by name and just continue to provide top notch service. Odd as it sounds I enjoy picking up supplies because you just feel welcome. I went in yesterday looking for an odd part and some test strips and couldn't believe the tenacity of these 2. From factoring weight of water to finding a replacement part they had on hand. I recommend them to all! read more

Bought my pool from here last year. If you need a pool GO HERE. Not only are the prices the best, the service is unbelievably good. Brad, Ray, and the whole team helped me all season with advice on how to use the filter, GET RID OF ALGEA (probably saved me a month of figuring out on my own), closing my pool, and more. And what they did for me with installation was amazing. I wanted a deck with my pool and when i found out my pool wasn't set for install until May 27th, I called and told them that I needed more time before the season starts, they called the installation and delivery company and got my dates moved up. On a summer where they experienced near record sales, that was pretty amazing in my book!!! Oh and by the way, the pool is awesome. Clearly quality materials in both the pool and the filter. Literally the only complaint i have is the ladder that comes with the best package. Super flimsy and not sturdy (they sell an extra support bar for it that should come with it for free!!). But since it came in the package it was not that big of a deal because everything else in the package is top notch!!!!! read more

They have gone above and beyond to get our pool ready for the season. We originally hoped we only needed a new liner for our pool, but the installer that they recommended encouraged us to replace our pool, as the walls after 12 years we resting out. Corey not only helped us choose our pool and ensure that it was in stock and be ready to be installed within a week, came to our rescue when there was a manufacturer error. When the installer opened our brand new liner there was a whole in it. Knowing that it would be very hard to get the installer out again Corey drove a new liner to our house that the installation could be completed. The customer service, honesty, and going above and beyond has made me a customer for life. read more

THE BEST customer service---The manager, Sean Sullivan cares about his customers and it truly shows. They always try to help the customer and do whats best for them. The people he hires reflects his philosophy. Whether its Cory, Phil or Ellen, you can always feel secure that you are getting the best advice. Quick note---Mr. Sullivan offered to come over to my house on his OWN time to assist me with an issue I had with my pool ladder. It wasn't necessary as he directed me over the phone to resolve the issue. Now that is CUSTOMER SERVICE above and beyond Thanks all read more

If you're looking to buy a pool, spa, or anything that they offer, be sure to purchase from Great Escape Oak Brook. We purchased a pool in March amont a million other people who decided to buy a pool during a pandemic. We expected to have to wait a long time for install because of the current situation the world was in. We waited 8 weeks which was expected and informed about from the start. Our pool was installed and unfortunately we wound up being that 1% who had a tare in their liner. This was no fault of Great Escape, it is a manufacture default that happens. How the Great Escape handled it was what made the difference from any other company. They were on top of it and were able to get replaced quicker than I could have ever imagine. They moved mountains to get my issue resolved and rectified. I could not be happier with the customer service I received. I dealt with everyone in the store and they all were amazing. Cory is who helped us with the sale. After that, I mainly dealt with Cory and Sean but if they weren't available, anyone who was available was so outgoing and helped with any question and inquiry I had. They were all patient and so helpful. Honestly, I couldn't have been happier with the outcome regardless of the issues i encountered. read more

My wife and I bought a pool from there last year, everything that was told to us and promised happened. We have dealt with many companies and salespeople over the years, and this company and people are at the top if not on top. Now in my second year with the pool and their help with opening it, again fantastic service. Highly recommended! This comes from a sales person myself. John R. read more

Sean did a great job educating us on the tubs. He was direct, knowledgeable and professional. We had a slight issue at a different location and Sean handled it right away. Thanks so much Sean! read more

My pool ladder broke. I called this store asked if they had the one I saw online in stock. The guy told me yes. When I got to the store they showed me the floor model so I knew I would be getting the right one. When they showed me the box it was opened and I told him I don't want someones return or something with missing pieces. I was assured several times that was not the case. As the two men put it in my car there was a lot of rattling in the box. I asked what that was and was told one of the screw packages had opened. I told them I did not want to get home and start putting this together and find that screws were missing. He said "if screws are missing, just come back". I said "I don't want to come back, I want a new ladder". He assured me I would be fine. Needless to say, I got the ladder home opened the box and there were screws and bolts falling out every place. The instructions had scotch tape on the corner, a bag of screws was opened, there were some screws wrapped in saran wrap I sorted out the pieces, started to follow instructions. Step one, put side rails together, and I noticed that one of the large side hand rails has a crack in it. There is no doubt in my mind that this was a return. I am sure the company that makes these does not use crinkled saran wrap. I am so upset. I now have it back in my car and have to go back to the store. I specifically told the cashier as well as the people putting it in the car that there had to be a problem. They continued to assure me that would not be the case. They had to know this was a return before they sold it to me. What a waste of my time. Spoke to the manager Shawn today. He was very nice. Said he would get me a new ladder and have it put together for my troubles. Hopefully he is true to his word. read more

I would like to take the time and thank Sean Sullivan (manager at Great Escape Oak Brook). He went above and beyond to satisfy our needs. The customer service he showed us was much appreciated. We will continue to go to The Great Escape because of Sean's accommodations. read more

We were interested in a floor sample couch but the price wasn't advertised on the price tag. Asked an employee and he told us a price that we were comfortable with and we were ready to buy, only to come back a few minutes later and say it was 400 dollars more. We asked if the price he originally told us could be honored and he said no. We asked to speak to a manager and found out he IS the manager. I don't know how a manager doesn't know the prices of his inventory. We asked if he could split the difference or maybe offer free delivery, which he also said no. He said he would "call corporate and see if they would approve anything" and that he would call us the next day. We didn't get a phone call. Two days later we called him and he said he never heard back from corporate but would call again and let us know right away when he heard anything. This was weeks ago. If he would have called back and said "I'm sorry, there isn't anything we could do on the price", I would've been disappointed but not upset. I'm not interested in shopping anywhere that can't offer basic customer service, like following through on a phone call. read more