Overall my experience with TGE has not been great. But I'm astonished at how different the service and information I was provided here was from the other location I visited. It was like night and day. I didn't spend a much time here initially because they didn't have the set I was interested. They have a good amount of inventory here but I am not sure it's the largest store in their chain, and the guy found where they did have it for me to take a look at. I came back here to order it after thinking it over and having difficulties trying to order from the other location, and Dana was incredibly helpful. In addition to the seating set I was looking at a particular umbrella as well, and she showed me the one I'd been interested in as well as showing me how it worked since it tilts. She pointed out the various fabric colors so I knew what the options were. And delivery was free, though the other location was going to charge $99 for that (this location is 5-7 miles closer to me, so maybe that's what it was). I was happy to find that I can get it all delivered (and assembled) this coming week. There's a ton of parking since it's in the shopping center right off the freeway--for now, that is. There were signs on the door when I visited today saying they're moving to another location in Skokie in the fall. read more

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Well a lot of bad experiences at this particular place so I'm going to share my experience with you really quick Fantastic I have been having problems finding supplies for my above ground pool ever since Covid took over our lives. Yesterday I began what I thought was going to be a long drawn out process. Finding supplies to close out my above ground pool for the winter. It took one phone call to this location and it must have been my lucky day. I spoke to a gentleman named Ian , he couldn't have been more courteous , helpful, and outgoing. I told him what I needed and he took his time to insure I was getting everything. Our conversation ended with him assuring me he'd hold onto the supplies until I could get in there today to pick them up. I got there bright and early and true to his word he was there and so were all the supplies I needed and we spoke about. It may seem minor but with everything that's going on these days Ian made sure I got what I needed Thanks Ian you're a shining example of what customer service is all about. I'll see you in the spring Respectfully Bob C Chicago, Il read more

Do not use this company to install a basketball hoop! They left a large hole around the base of the hoop and a large pile of gravel in the grass. Bad customer service when we asked them to complete the installation. read more

We had a great experience with this store. We were unsure of our plan and probably visited a few times before making a decision. Randy and Dana gave us no pressure and were very patient with us during each visit. They entertained our need to see a lot and helped us choose a great layout of furniture for our patio. Even after everything was delivered Randy called to check on us and when we decided we wanted different chairs he quickly obliged us and set up the exchange. He's a very knowledgeable and helpful person in that store...Plus he's got a great sense of humor. Always a plus for me! read more

Service experience was awful - I would give them 0 stars if it were an option! We used Great Escape's service department and they came out to assess the problem but never gave us anything in writing. We paid $145. We followed up after the visit to ask for a written estimate/diagnosis and they said that would cost an additional $150. I have filed a complaint with the BBB. read more

This is a tough review to write, as I completely understand the impact of COVID-19. However, what I don't understand is the lack of transparency and communication this store has provided me for the last 5 months. I ordered a custom Jacuzzi back in October. I was told 14-16 weeks. At week 14 I called and the estimate was now pushed out another 4 weeks. After that 4 weeks, the estimated time was pushed again. I called today and the associate who answered wouldn't even provide me with an estimate. The last I heard is that Micky, the store manager, promised I'd be on the list for March delivery, still waiting to hear from him and setting myself up for disappointment again. Look, we've all been impacted by the pandemic, but being honest with people, especially customers, is what will get us to the other side of this. The pandemic is not to blame for poor customer service. read more

I ordered my custom Jacuzzi hot tub from Mickey at The Great Escape Wilmette on August 11. At first I was told it would take 8-10 weeks to get it. I came to understand that with the pandemic things might take longer, but I have been waiting SO long. When I called the store I was told that they have NO way of checking with the company to see the progress of my over $13,000 purchase, and that delivery was delayed due to Covid delays. Honestly I just don't understand how they can't call Jacuzzi and ask them! I am disappointed with my experience. It's been 20 weeks now. Still waiting! read more

As soon as the temps hit 60+ degrees (hopefully any day now!) I plan on spending every minute possible outside. And that includes taking advantage of the backyard we haven't set foot on since October. The people we bought the house from left their playset behind...and I"m pretty sure it's as old as our 15 year old house. It was fine for last summer and my husband claimed it's safe enough to hold even his weight, but still made me nervous. And so I've been in the market for a new playset. I've been looking for something that's appropriate my for my now 3 yr old and 1 year olds, but also something they'll still enjoy when they are 7, 8 or whatever age is too old for playsets. Then again at 33 I don't feel too old for playsets! I started my search at the guy on 41* (review to come) since most of my friends have had good experiences there. And then just for price comparison I checked out The Great Escape. They have way more than playsets here at The Great Escape. Looking for a treadmill? They've got it. A hot tub? They've got that too. And playsets among many other things. There aren't many options to look at...actually you can see most of them as you drive by The Great Escape on the highway. The sales rep, Ian, was very nice. He wasn't very knowledgeable about the materials or anything else when it came to the playsets, but told me I could check out their retailer Premier Play Systems (http://www.premierplayusa.com/) and he'd let me know pricing and find out any other information. I went home, picked out a few I liked and then called for prices. The installation was about half the price of The Guy on 41, but the overall price was more expensive due to a current sale at The Guy on 41 (thru april 15th). Based on price and overall knowledge of the playsets we decided to go with The Guy on 41, but I'd check out The Great Escape again when looking for one of the other things they sell. A hot tub sounds lovely after this winter! * http://www.yelp.com/biz/fenceworks-the-guy-on-41-highland-park read more

The Great Escape - Playsets made by premier play USA - Hot Tub & Pool Near Me - Wilmette, Illinois

Nice guys in the store, they tried to help but THE WORST service department! I was going to mail order a tub through spa depot but my wife talked me into these guys to have local " customer service". I would definitely mail order next time myself but if your not handy and need plug and play I would use someone like north shore pool and patio. I wish I looked at reviews before I bought. read more

The Great Misery, should be the proper name for the store and the entire chain. We have spent a significant amount of money with them ordering an item for our house. Randy, the salesperson multiple times misled and lied to us! On at least 3 occasions we had to go personally to the store to get updates or any answers. After one year of waiting for our order, we learned that they broke it during transport. The experience was getting unbearable when I was verbally abused and discriminated by Randy and David, the store manager. They both used sexist and inappropriate language. They both yelled at me, the client who was again trying to spend a lot of money with them and patiently waited over a year for our order to arrive. After engaging a lawyer, and the manufacturer, and spending 2 months of back-and-forth negotiations, we were able to get our money back. It was absolutely the WORST experience ever. Please don't shop there! read more

I have purchased many items from Great Escape. Dave has been a really good guide: I feel that he's honest and forthcoming about all issues. I love my elliptical machine, got my patio furniture on schedule, got the sauna ahead of schedule & will let you know about the spa (Sundance Optima) which is scheduled for September. Delivery and installation is excellent. I also like that they only take a nominal deposit to place the order -- so even for a $12K spa, you are not waiting for months having already paid. That's been the case with everything I've purchased: deposit and then balance before delivery. Very fair. I'm reading negative reviews about delays during COVID, and I haven't had the experience -- so far -- of being told one thing and something else happening. read more

I desperately want to like this place. Specifically, it's the only store that has a billiards-supplies section in my part of Chicago. But, sadly, I just can't. I went a few years ago to buy a cue and a case for that cue. They had some chalk, they even had some cues...but not much of a selection at all I ended up leaving empty-handed and going online. Today, I needed a chalk holder, since mine got lost. You know, one of those stick-things that has chalk attached to it that you can shove in your waistband? Super handy. Also - super absent from the store. One of the most basic pool-playing supplies...and they don't have it. The gentleman who helped me said that they used to carry it, but don't anymore. My advice? Just get rid of your billiards section. If you don't want to have the basic supplies for it, just get rid of the section as a whole and focus on your core business (which I think is hot tubs and playsets?). Billiards doesn't even make sense, since the rest of the inventory is "stuff for outdoors." read more

We purchased over$8000 of furniture including a 10 foot square cantilever with cover and base umbrella. This is the second one that needed to be replace and which we paid $999.00. After 4 years the top of the umbrella broke and neither the company or the Great Escape are willing to help. In fact, the umbrella has been discontinued and a replacement umbrella is not available. I have reached out to all parties numerous time with no success. Be careful and don't purchase a Treasure Garden Umbrella unless you want to replace the entire product every 2-4 years. The last response I had with Treasure Garden was 8/12/22 and they told me they were very busy and would get back when they could. The Great Escape told me that although they purchase several million dollars from the company they could not do anything to help. read more

Do NOT order patio furniture from this store. You would think that going in person and spending thousands of dollars on patio furniture would get you some at least decent customer service. We ordered a very nice firepit that was delivered last week. From the start, it did not work. We were able to light the fire, but the fire would not stay lit. The knob you pushed in to light the fire and keep it lit was broken. We immediately called the store, but of course the salesperson we spoke to was skeptical and seemed to think it was our fault. He asked if we had read the manual and we pointed out that no manual had been included with the delivery. He then assured us that someone would come out Monday to fix it. Monday passes by and no one came. I called the store back and he said if I didn't hear from the service team the next day that I should call them myself. Tuesday passes with nothing. I just called the service department now who informed me that they had no record of us needing this service. The woman then refused to schedule anything with me over the phone and told me I had to email them. What kind of customer service is this?? I just can't. Edited to add: Hi Micky, the service department eventually called us back. They aren't coming until next Thursday. You probably don't recognize my name because it was under my husband names. Thanks. Update 7/23: service guys finally came, immediately confirmed it was broken and that they needed to order new parts before they can come back and fix it! Also they then left our backyard gate open and one of our dogs got out.... this whole thing has been a complete mess. read more

Great experience start to finish. Dave's attention to detail is second to none. Highly recommended!!

We just purchased a spa through Ian Miska at the Great Escape Wilmette location, for the holidays. I have to say that the level of support and expertise as it pertains to spas was impressive. I'm greatly appreciative of Ian for facilitating getting me the exact spa I wanted and equally as important in the time frame that I was hoping to achieve. Thanks for making our holiday a hot tub holiday! read more

I ordered my son a basketball pole/hoop. It started off taking a month which i understood due to the pandemic clearly. As the delivery date neared, and i still had not recieved a call for installation (which i was told would happen 3-5 days prior) to delivery. I was then told it would be another 2-3 weeks (once again, never was called and would have not been told)--no apologizes, nothing. I then was delivered the wrong size pole for the backboard i was given--the installer told me this has been happening to multiple people. This was a gift for my son, that is now 2 months late...and still dont have the correct pieces!! The customer service has been terrible and nothing has been offered to correct the situation. read more

Do not buy a pool here. I found an above ground pool online for $1200 and Ian talked me into paying $2400 which included installation. The installers charged $330 extra for materials and then left 5 cubic yards of soil and sod piled in my yard. I had to pay $150 to have it hauled away. They didn't roll the liner which showed over 8 inches around the pool perimeter and left at least two feet of soil piled 6-8 inches high around the perimeter of the pool. They didn't break down the boxes and left all the operating instructions and CDs in the garbage. The also left sand residue all over the driveway. Their work was subpar and unprofessional and their attitudes were arrogant. If you want to be nickeled and dimed to death, would love to pay jerks to destroy your yard, and like to feel scammed, then buy a pool from the Great Escape. REPLY to Micky S.: Yes, it is true that I spoke to Ian and he sent the installers back out. They did a fair job remedying the schlocky work. And for my trouble, Ian did give me a free $9.99 bottle of chemicals, but let me continue. If a pool is listed at $1299 and advertised online for free installation, and we paid $2399, then by my crude calculations, we paid $1100 for installation, a 200% mark up from the product cost. When I spoke to Ian about the poor work, he comforted me by sharing that the installers receive very little money for their work. So $1100 divided by 6 hours x 2 guys is nearly $100 hourly which I am pretty sure wasn't going directly to the workers based on their angry attitudes. So I must deduce that either the Great Escape is taking a huge percentage of said "installation fee" or the installation company you hired has you snowed. Let me remind you that I had to pay an additional $ 480 for sand, concrete blocks and soil removal. If you are still keeping track, now the installation fee is up to $250% of alleged pool cost. Lastly, I had to return to the store once again to speak with Ian about how to get the motor to turn off and get some instructions on how to change the filter. He explained that "these motors come from China and don't come with instructions" and didn't really seem to be able to explain how to work it. I told him I would figure it out. I left the store with over $90 more of accessories including a $60 timer and plugs and valves which are needed in order to stop the flow of water in order to change the filter. What else will I need to purchase besides a pool cover which was surprisingly not included. Ian called after seeing this Yelp Post. I would love to hear directly from a manager or owner. Respectfully, Susie Posnock read more

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Buying a hot tub is pretty much as stressful as car shopping. Which makes some sense, considering a new hot tub can cost more than a used car or truck. I went to three places around town that had tubs setup to demo, and left unimpressed with the sales folks -- other than Doug at the Great Escape. Doug was, frankly, one of the best sales folks I've ever dealt with- and I generally hate dealing with sales people. The first thing he did was take us through the offerings they had in the store- starting at the low end and working our way up until we cried uncle. Once we honed in on a range, Doug was helpful and knowledgeable, and answered questions without either being condescending or applying any high pressure tactics. Hot Tubs are one of those things where the price is never posted on the website, or clearly marked in the store, and always on sale, or some kind of promo- basically there is some level of obfuscation built into the process, which is kinda lame. After getting some literature and a firm price quote, I was able to go home and do some digging and saw that it compared very favorably to prices others had paid or been quoted. The only other bit keeping the review at 4 stars instead of 5 were some delivery hiccups- my original date was missed due to warehouse/damage issue, and on the second attempt they arrived a little later than the agreed upon window (and left the packaging in my alley instead of taking it back offsite on their truck). But anyhow, if you are in the market for nice hot tub, I highly encourage you to go talk to Doug. He's real good at his job, and we're loving our tub. (Hopefully we don't need to see how the after sales service and support is needed for years to come). read more

First of all I want to say I've never used Yelp so I apologize if I'm using this incorrectly. I just felt the need to review this store after my visit there. I went in looking for some new patio furniture for the summer last week, because I saw the ad from TV. One salesman, whom I later learned to be named Randy, greeted me 30 seconds after I walked in through the door. At the time I thought this was just great customer service, but I later learned this was just a pushy sales tactic. Upon telling Randy that I was interested in a fire pit table, he showed the selection they had. However he quickly became very pushy and it seemed clear he just wanted to dump me off for the next potential client. What really made me write this review is what happened when I told him I needed to think about the table, because it was so expensive. He walked back to the "front desk" which was this little enclave of computers and employees, and loudly said "Fucking waste of time bullshit." I couldn't believe what I had heard. What made it worse is there was actually other customers near this desk area, and children in the store. I was so taken aback that I didn't know what to say, and after telling my friends they advised me to warn others on here. To say something like that about a customer when they and other customers are nearby, is to me unacceptable. For such a perceived high end store to treat it's customers like this is horrible, and something no prospective client wants to deal with. VERY rude, and turned me and my friends and family off this store forever. FIX the pushy sales tactics, and treat your customers with some more respect. Furthermore when I called the store to report this, the young sounding employee on the phone said the manager was busy and would call me back. This again is very unprofessional, as I believe for a case like this a manager should be apologizing to me, not making me jump through hoops just to be able to talk about what one of their employees had said about me. read more

I feel like I was sold a bill of goods. I bought a hot tub and grill here spent 11,000 only to have the hot tub delivered damaged, told it was unused but upon arrival it had dirt and water stains in it which was not in the showroom when I bought the dry floor model, now that it's hooked up valves are leaking. This place is an endless nightmare and now I have to take multiple days off from work for repair men on what is a new hot tub! The only excuse I get is "don't worry it's all warrantied"! This place sucks at service and I'm regretting my jacuzzi tub! read more

I went to Great Escape to look for a fire pit table and the salesman was the rudest, nastiest man I have ever dealt with. We were both wearing our masks but I asked him to stay 6 ft as I am kind of paranoid about Covid and this was my first outing into a store. He seemed insulted. His reply, "well I'm here every day". Like he was judging me for not wanting to go out. Then he quoted me facts about fire pits that are totally false, I have done extensive online research and when I challenged him on his "facts" he said "you know it all" and "you won't let me get close enough to talk to you so you should just go." I was not about to be "dismissed" by this a----le so I yelled, "is there anyone who would like to help me?". Another man, came forward and very patiently did answer my questions although some of his facts were not true either. I'm just glad they didn't have the item I originally went in to see because I really didn't want to buy from them. And after reading some of these horror story reviews I am SO glad I didn't buy from them. What a disappointment they were. And that first salesman, yikes ! he needs a refresher course on customer service!!!!! Maybe the constant mask wearing has made him short tempered. Whatever it is, I sure won't go back. Can you imagine, handing over thousands of dollars to someone who yells at you? I don't think so...... read more

The rudest salesman's I've ever seen, very disrespectful. Don't recommend this store!!!

my wife and I retired to our new home overlooking a pond, ready to relax and enjoy our new furniture. Unfortunatley no enjoyment and only stress in dealing with the GREAT ESCAPE. The pillow system on the out door furniture absorbs water and requires many rotations for it to drain dry. The store manager responded quickly to our request to return the merchandise with a resounding NO! He did offer an optional pillow which is new to market and promised delivery two weeks later. Its now 30 plus days and he has gone MIA at the store, no response to several messages left for him. My daughter ordered a different set of out door furniture from another company and we have enjoyed numerous activities in her back yard. We have lost much of the summer and still cant sit in our back yard although many of our neighbors enjoy their yards. Just left another message at the store.....lets see what happens? I just want a refund and the furniture picked up!!!!!!!!!!!!!!!!!!!! read more

They take your money upfront. They promise delivery dates and times that come and go without any notification or follow through on their part. This is everything bad you have ever experienced in buying outdoor furniture all under one roof! The sales people are paid comission on revenue and they collect your money upfront. This is a clown show of the highest order. If you like financing The Great Escape's working capital, acting as an order expiditer, shipping manager and scheduler get here this weekend. Ask for Micky. And pay upfront. If not go elsewhere. read more

Beginning of story - April, 2015: Well so far not happy. We went there last week and the selection at this location is less that the other locations, but they can get everything. We bought an outdoor sofa/chair group plus a gas fire table. The delivery on Saturday was missing the six throw pillows and the fire table lid. The table with the stone top (wrong color but we accepted it) was delivered but we had to wait for a second guy who knew how to install it. He arrived and subsequently broke the stone top while screwing it in. The manager was responding to emails (not to phone calls) and finally responded the next day saying the pillows/lid were backordered and the table situation was in review - whatever that means. So we wait... The second appointment for the replacement table was set up and we told them we would be out of town but left our gate to the deck open for them. We called again the morning of the appointment to remind them, but sure enough, they arrived, rang the doorbell, and left. Fortunately we caught them and they turned around and did the installation, so we have a table... One observation is that the store personnel refer to the warehouse, installers (basically anyone outside of the store) as "they", like those people have nothing to do with the completion of the sale. I asked our salesperson about a deliver status (you need to call "them", or "they are having inventory and part number issues")... Isn't everyone part of the same business? Weird. Update 7/10/15 - We finally got the pillows and the lid for the fire table (all from backorders) - I know - not earth shattering, but it's what we ordered. I will say that the manager (Micky) kept in touch and took care of us through the end of it, so I'll be back for future needs. read more

I first went to the store in St Charles. I was ignored for almost an hour. The store in Wilmette seemed more inviting. I was helped rather quickly, but the store was empty. I was promised a delivery date of August 5. The day came and went without any notification. I called the store and was told repeatedly that the store never guaranteed an arrival date, which was not the case when I made my purchase. My service provider, Micky, never apologized but blamed the shipping company for a glitch. "What can you do?" he said. Then, he demanded the second payment. My chairs are supposedly now arriving on one day with the table done unspecified day in the future. He said that he needed to deliver mine "before someone else takes them from under you. " I asked to talk to a manager who was more apologetic, but still blamed everyone else for the lack of notification. He stated that the world is too crazy to predict if and when my table would arrive, promised that my delivery would be perfect, but stated that any problems would be addressed and that he's had problems with a few customers having damaged furniture and having to wait months for a replacement. I said that I had 0 trust in the company. He basically said, "well, that's too bad." read more

Absolutely horrible customer service from Doug. He yelled repeatedly at me within 1 minute of a phone call regarding a broken component of a hot tub cover. He is rude and intimidating. If you wish to be yelled at, demeaned, and never get any follow through...this is the store for you. read more

Super friendly staff. Every time I go in there they know who I am and dont attack me when I enter the door. Great selection and they have great deals. read more

The Great Escape in Willmette has a very impressive line of high end hot tubs for purchase. The problem is that once I purchased the tub, everything went downhill from there. Doug, the manager, was very eager to make the sale, but was very disappointing thereafter. Once the tub was purchased, I was directed to contact the delivery service part of the company. There is very little communication between the delivery unit and the sales unit. It was very difficult to get through to Samantha (the person in charge of scheduling deliveries) but she eventually called me back and we agreed on a time for delivery. The hot tub was delivered within the window of time that was stated, but not placed in the correct position despite the fact that I had sent over detailed drawings with regards to its placement. Further, I paid extra for an arm to retract the hot tub cover which was not attached. When I called Doug at the store, he basically told me it was my problem and that I would need to contact the delivery man on my own and he couldn't help me. I was shocked! It would seem to me that a big part of this business is customer service. Doug, the manager at the store, should certainly understand this. However, ALL he cares about is getting his money. After that, it seems he could care less. It would seem to me that an appropriate response from Doug should have been "let me call the delivery guy and we'll get someone out there to make it right". Rather, I was told it was my responsibility. I am sure there are some good salespeople at this Great Escape; Doug just isn't one of them. read more

Great sales staff that sell it all. Unfortunately, absolutely no back-up on any product they sell. If it's not working correctly, oh well. Good luck, we only sell the stuff. I'm 0-2. I will not be 0-3. read more

We bought a hot tub at the Great Escape and the Manager Doug Pearson was great!! He was so informative and helpful and spoke to my whole family and explained everything to all of us. The hot tub is up and running great. We went to a few other places before going to the Great Escape and nobody could explain it as good as Doug did. He is the best sales person I have dealt with in a long time. We will go back there for all our supplies. read more

Do yourself a favor and do not buy a pool from here I Ian talks a good game but I feel they sold me all the things in the stockroom that weren't selling on the floor and called it a package I've had it for two years already had to change the solenoid valve on the heater that was discontinued when they sold it to me the stairs that they sold me to go into the pool have already broken The Ledges on the pool are loose the automatic cleaner never worked and basically you get one season to see if it works that's four to five months if you're lucky and then your one year warranty is up and they do not care about you after that, do yourself a favor research everything yourself and do not let them do it and you will be a much happier swimmer I hope this helps also I was told installation would be free but when the installers came and put the pool in I was told that I had to give them an extra $60 cash with no receipt I wish I had said no but instead was happy to have it done so I complied what a mistake read more

S L E E Z Y My wife and I stopped by to pick out a fire table to go on our patio. We found one we liked, but the sales person (Wayne) indicated it was not available in the color we wanted due to manufacturing issues. I called the manufacturer to find out how long the delay would be and they indicated there was no issue with the color we wanted - it was just as available as any other color. I then spoke with Wayne again and he indicated it was really just that they could not buy that color by the truck load. Huh? Why does that matter to the customer? Sounds fishy - like they already have a truckload in a different color that they want to get rid of. In the meantime, since I had been looking around, I had found other stores offering the same item for significantly less, delivered. I was very transparent with Wayne who offered to beat the competitor, but in truth could not come close to being competitive in the total cost. In discussing the pricing with Wayne, I had been transparent about the other retailer who had offered me a lower price. I then received a notification from The Great Escape's competitor that they could no longer sell to me because The Great Escape had complained to the manufacturer about us buying from someone out of state instead of from them (seems they have arranged some type of exclusive deal for the geography - is that legal???). I have bought numerous items from the Great Escape before, as I am usually willing to pay a reasonable premium for local service and to support community merchants. However, I have little patience for being lied to and manipulated. read more

I had an issue with customer service and it was promptly addressed. I'd go here again.

Worst experience in my life. I bought a pool from Ian he knew I only had 13 by 21 to work with. But instead he sold me a pool 15 by 18 so I had to spend slot of money to get my cement cut. Then he sent out Omni to install my pool, 3 young kids unprepared no spray paint to mark the area, so I had to supple it . Then instead of wanting to cut one side of cement they were gonna cut both. They asked for a cement cutter so my husbsnd was gonna go rent one but they said they have no time for this s*/#.so my husband told them to leave. Before they left 2 guys went to jump out of truck to attack my husband as my son came out they left. But decided to hit my electric door opener, so the 5 tons of sand that was there would fall into the garage. They drive away laughed and stuck up there middle finger.i was told by Ian if I returned pool I would have to wait for refund and pay a restocking fee. It only gets worse from there, so think hard before you deal with Ian or Omni read more

Run, do not walk, to another store to purchase your pool. Ian talks a good game, but the service is all pre-sale-once your pool is purchased, prepare to spend hours either waiting for pool installation (they were hours late) or deciphering instructions. The "free installation" cost $330 minimum. This place is a joke! read more

Our experience was terrible. The salesman (Ian) would say anything he thought we wanted to hear. We paid 100% up front for the "deluxe" package. When it was installed we were shocked to find they only put on one water shut off valve between the pool and the external equipment. There was no water shut off valve where water goes from external equipment back into the pool. There is no way to service the external equipment (or winterize it) without water gushing from the pool. When I returned to the store to request they add a valve, they gave me the "run around". When I insisted they install the valve, the salesman, Ian, threatened me. Then I got hold of the regional manager (Eddie) who gave me a hard time. He had someone call me, who was rude. They came out - but never installed the valve between the equipment and the pool. To this date, I can not service the equipment without water gushing out. Stay away from these jokers! read more

The Great Escape was the most helpful and informative group of people I've ever met in my life. They recommended me to Mark's pool service for installation they were very fast and getting installed very clean very good prices compared to the other installers. I highly recommend them they have a live long customer here. read more

We went in looking at patio furniture and ended up in the pool table section. They have a nice variety of Brunswick tables. They were having a floor model sale so we bought one on the spot. They checked to make sure it was available, took our money and set the delivery date. A few days later we were told that unfortunately "they had sold that same table three times"!... however, they were happy to sell us another table for a higher price. It took a few phone calls, but we finally got our money back. Whether this was the classic 'bait and switch' or a simple mistake, we don't know. Either way, it was an awful customer experience that could have been avoided or easily made right. read more