Im not exaggerating when I say that I have never been more disappointed in a companys service. We recently spent over 6 thousand dollars on a gazebo and outdoor furniture, and the experience has been horrible on every level, so much so that I dont know where to begin.First, the saleswoman promised that the gazebo and furniture would be delivered and installed within two weeks of purchase (which is one of the main reasons that we purchased through The Great Escape and not elsewhere). This was also the reason why we made the purchase so quickly, since the saleswoman told us that we needed to act fast before they got bogged down with pool installations. To prepare for the quick delivery, I dismantled our existing furniture and pergola, then cut tree branches in order to make room for the larger piece. When we first inquired about a delivery date (which we were told to do), we did not receive a follow-up call. When they did finally get back to us, they told us that the soonest they could deliver would be the end of May, which would be well after my sons first birthday, for which we wanted to have our new furniture.When we explained that this was not what we promised and was unacceptable, they were able to schedule a sooner date, but still beyond what we were told. When we spoke to the scheduler, she was very rude and made a point to explain how her people were coming in on their off day in order to make us happy, as if we were making unreasonable demands. She even joked with my wife that we should make it up to them any way we can.This morning, the installers came. They are currently working and have been doing a great job and are very courteous. However, they came without our furniture, and said that the Gazebo was the only thing waiting for them. Mind you, we specifically were told it would all be delivered together. My wife and I decided to call the store thinking that we could at least pick it up ourselves, but when we called, we were told that the furniture was still in the Chicago warehouse. The manager was very rude and once again seemed to suggest that we were being unreasonable to expect what we were told would come, despite the fact that he admitted the reason that we didnt have our furniture was because the saleswoman forgot to put in the order.The last little tidbit about this experience relates to the gazebo. The saleswoman had told us that the roof is sealed and that no water would get through; however, the installer informed us that there is no sealant and that it isnt exactly waterproof, and we should expect some water to come in from the roof.Needless to say, I will never do business with them again.Edit: spoke too soon on the installers. As I was going around the gazebo to figure out where to hook in lights, I noticed two screws on the aluminum roof that missed the frame entirely. Now I have to drill a new hole to make sure the roof won’t be damaged when a strong wind lifts it.Additional update: we were informed that the rest of the furniture will be delivered tomorrow, which I appreciate, though what upsets me is that store employees made my wife feel as though we were putting them out after they’d failed to deliver on their initial promise. If you take our money and fail to meet the promises you made, I shouldn’t have to feel like you’re doing me any favors when you finally get around so dealing with what is owed.

This is the best place for all your pool needs and outdoor fun. We got our pool from here a year ago and always find all our chemicals here. The employees are always helpful. Anytime we have questions on pool issues, products, using products, a new vaccum, finding a ladder etc. I just love how genuinely nice they are and dont look at me like Im here again to annoy them.Thank you Great Escape team for always looking happy and ready to help. The environment and vibe you create at the store makes for a happy shopping trip.

Excellent customer service from start to finish. Our sales rep Miguel had great communication with us getting everything set up and even after install for basic maintenance questions. The installers & excavator they had us working with were professional, quick, and also very knowledgeable on any questions or concerns we had. Will definitely continue to work with Great escape moving forwards on any issues, upgrades, etc. They have been nothing but accommodating! Very excited to have their support and a beautifully installed pool!

We visited a friends pool and they told us about Great Escape and what a great experience they had purchasing their pool through them. We have always kicked around the idea of getting a pool so we went to their Rockford location and talked with one of the salesman. We wound up ordering a semi -inground pool and thus far have been very happy with our experience.

Miguel was extremely knowledgeable and took his time answering all of our questions on getting a pool. We are new to the pool world, so it was very nice to have someone who actually helped us out with as much detail as we needed to make an informed decision.

Last year during the craziness of the pandemic we decided to buy a pool. We had heard great things about Great Escape and gave them a call. Miguel was amazing. He helped us understand the process, what we would need to keep our new pool up and running, and answered all our questions. He warned us that it would take a long time for us to get our installed due to demand. They continued to update us and kept in communication. When it came time to install everyone was great. The customer service team did everything to ensure it went smoothly. Even the company they had come level our ground and do the sand were professional and amazing. I would highly recommend the Great Escape to anyone looking for a pool or other outdoor equipment.

Very helpful staff. Ive never had a bad experience here. Been buying my supplies here for 10+ years 👍

My experience at GE has been exceptional. In addition to a cantilever umbrella purchased in the past, we recently purchased an above ground pool. My 5-star rating is mainly for Jim Jarka and his helpful guidance during our purchase, delivery and installation. This is my first pool ever and I had A LOT to learn! Jim patiently and respectfully answered all of my questions. I would have never been able to get the pool started without his insight. If you plan to purchase an above ground pool, I highly recommend speaking to Jim! Youll be glad you did!

We’re very disappointed with our pool purchase due to the fact that we weren’t told that we had to install the ladder ourselves and had to dispose of the extra sand and garbage after setup which was left on our driveway. Also very disappointed that although our salesman Miguel told us that the installation crew would give us info on how we would start our pool we were basically just told to watch a video and read the manuals to get this info. The installation crew was friendly and genuinely as helpful as they could be but they explained that they just weren’t familiar with pool start up or maintenance and all they could give us was the manuals and the cd to watch. We are completely new to this and went to The Great Escape specifically for the guidance so we hope this review will aid others when choosing where to purchase their first pool and that the salesman will inform buyers that these are things that should be explained to customers specially first timers.

I’ve been coming to The Great Escape for 10+ years. Bought a pool, gazebo and outdoor furniture. Great selection of quality products and excellent service. Would recommend to anyone! Looking forward to seeing Ben soon, so he can hook me up with more good stuff!

Nice selection but I wasnt apparently dressed well enough for real help. Too bad, bought my pool table, Foosball and outdoor seating elsewhere.

This place is amazing! We got our pool from there maybe 2 years ago and EVERY TIME we go there they are so helpful and always having a smile on their faces!! From the moment we walk in till we leave we feel like we are their number one customer!!! If you need a pool or anything outside this is the place to go!!

We have never have had any issues with Great Escapes! It is a great store with a variety of products. My family has purchased workout equipment, furniture and accessories over the years.Miguel and his staff go above and beyond to please their customers. Miguel has been in the business many years and he is very knowledgeable. I highly recommend GE!These are different times folks due to Covid and a little understanding by customers of these circumstances would go far.

Very disappointing experience. we’ve waited approx 4 months to get our pool installed. the day finally came yesterday. less than 24 hours after it was installed and while filling the pool with water noticed water around the perimeter of the pool. called great escape subcontractor backyard oasis who did the install and to no success. called great escape and was told that its the defective liner!!!!! and im the 2nd customer to have this problem. they will replace it in a week!!! are u kidding me we were so excited to finally use our pool this weekend with the high heat index and now what??? we have to wait for another week. unbelievable. totally disgusted with the experience.

I would highly recommend Miguel at Great Escape, he made us feel comfortable and welcomed! We have worked with him on a few occasions and he surpassed the other staff (they were all great though!) He was a pleasure to work with and I would give him 2 thumbs up!!!

We are new Jacuzzi spa owners and are thrilled to finally be able to use it. It arrived within the time frame we were told. Set up was quick and easy. The gentlemen who came were professional, friendly and answered our questions. I have been back to the Great Escape on Riverside, in Rockford several times. Each time, I was greeted with can I help you! I was guided to the proper area for chemicals and then checkout was seem less. The second time, I had several questions about eliminating foam and scum. Both workers gave me great information. In fact, the man that checked me out, looked up my name and said there was a note by Miguel in the system. Needless to say, the extra chemicals promised at purchase were not forgotten. Thank you to Miguel and his staff for such a great experience . On a side note, my previous purchase of an infrared sauna was my first best decision. Thanks, for making both purchases a plus in my overall health!

I purchased a pool and expected it to be 100% installed. The problems started before installation. I ended up having to remove two posts and part of my fence for excavation & leveling to begin. Then, they came and set up the pool, leaving the mess, (boxes, packaging, personal garbage, and extra sand) in my driveway. I had to get all of my own permits, and do my own electrical work. They left all the dirt for the backfill, and Im currently dealing with that. The ladder was left in the box. Overall, it was not the experience I had in mind. Its a good pool, but a lot more work on my part than expected.

Excellent service and knowledge from our sales associate! Great selection too. Thanks!

Such a beautiful store. They have all your entertainment needs.

We purchased a G2 Life Fitness Home Gym and it was a very positive experience. Easy to order via website and great email communication (with Eric) throughout the process. Also, the delivery and assembly team were excellent! Highly recommend!

If you want to work for a place that A) micro manages, B) Lies, C) Doesn’t allow you to be your own person, and D) Doesn’t tolerate you asking a customer how their day is going, then hey! This is the place that allows you to disrespect yourself! 👍🏽

Great place for outdoor furniture. Very friendly and knowledgeable staff.

They have a lot of great stuff. The salesman really helped me with the hot tub chemicals I needed.

Have now purchased 2 pools and a hot tub over the last 10+ years!! Sales and service have been great over that time!!

Very good quality material would suggest to anyone to get their product from here great installers as well

Bought above ground pool 2020. Jim has been my contact from the beginning. Timely and professional from choosing, the installation process and maintenance of pool. Great Experience. Family loves it.

They have supplies and equipment to keep your pool spa and chemical needs current.Also numerous patio sets lawn furniture. Of course you can buy it somewhere else cheaper but with the Great Escape you have brick and morter support.Use local companys and people employed by them or loose them and wish you did.

From buying our pool, installing, and a million questions, the great escape has been amazing!

We always have a great experience when we come to The Great Escape! Ben helped me today with getting some additional furniture for our patio. He is always so helpful and even remembered the brand we bought. He also helped me get some new clips for our hot tub. Explained how I could replace the ones that had been broken!!

We were looking at above ground pools and had the pleasure of working with Ben Fouke. Ben did an excellent job of informing us on all of the aspects involved with the different types of pools and with installation and preparation. He really covered and answered our questions and definitely helped us make the decision to go ahead and schedule a pool.

Ive always had great experiences with The Great Escape. They have just what I need for a fair price, and the staff is very friendly and helpful.

As always the employees are fairly nice, unfortunately they were sold out of a lot of chemicals for pools, but Im not holding it against them.I would suggest to call and verify unless you wanna go in and browse around.

Helpful staff. I really appreciate the fact that if they dont have something they recommend where you can get it at even if its a competitor.

Great Escape went above and beyond with the purchase and support of a new pool. Their customer service is professional and their members have gone above and beyond to help. The rating scale only goes to 5 stars, but if we could, we would rate them much higher. They have earned our return business with a quality product and fantastic customer service. Thanks Great Escape! 😊

Horrible experience, everything from the customer service to the horrible smell. I’ve never had such a disrespectful customer service person until I went here... Not sure if anybody here is even professionally trained to do anything. What is it with business’ not training their employees properly nowadays? Don’t want to waste your precious time but it’s okay to waste the customers as long as you get that check? I suggest going somewhere else. Owner is a dbag. Don’t be skimped on your pool/outdoor experience by just going to the first dumpy place you see!!! JUST DRIVE BY THIS ONE GUYS. Go anywhere else. Even walmart. At this point just diy.

Awesome wished they had bumper pool tables. Great place !

Friendly employees who are very helpful and I saved money!

We are loving our new pool we just bought from Great Escape in Loves Park! Miguel helped us from the beginning and the whole process was uneventful and went exactly as they planned. Miguel is so friendly, efficient, and always available to answer any questions. Tammy from backyard was very friendly and organized in planning deliveries. Morgan who did the excavating was a great guy and did an outstanding job! The crew that came out to install the pool were impressive! They are hard workers and were helpful in explaining how to care for the pool systems. As new pool owners, we have gone to the store a few times and called as well with questions, and everyone has been extremely nice and helpful! Miguel, thank you so much for everything! We’ll see you when the deck is finished for patio furniture!

This is a great, local pool supply and outdoor entertainment store. The staff is knowledgeable, and very helpful. Prices are great too. Glad to have a place like this close to me for all my pool needs 😊

Great selection and inventory! Always find what I need.

Great place for all your pool needs

I needed chemicals for my Jacuzzi and was happy that they had ph up and down, aromatherapy powders, and chlorine during the off season! Will likely be purchasing my future Jacuzzi from them based on price, selection, and friendliness of staff.

Great customer service with knowledgeable staff. Looking forward to getting our pool this summer!

We have purchased several items from The Great Escape and have always been very happy with purchase, delivery and set up.

The Great Escape is my favorite Comic Book store in Nashville.

Fantastic customer services Store mgr Miguel is amazing....

Sales rep was very knowledgeable, accommodating and patient.

Nice selection of patio furniture and games.

I have been a customer for years ...and will continue to be a customer for many more. I have always had very helpful service and the employees have always been very nice also. I want to say that Miguel and the other staff members that worked from Thursday August 6th -Saturday August 8th were lifesavers to me in a very desperate time of need. Thanks so much everyone. Miguel especially you! Thanks so much for all of your help!

My filter had trouble opening the second year we had it. Refused to replace it. It was under warranty. This year as we enter year four with a unit that has been kept in great shape, housed inside it doesn’t open at all. My friends all seem to have pumps that are 7 and 8 years old with no trouble, no worries. This has had trouble from the start. Last call I was told read the manual. Get a “man “ to do it. Today I was told they don’t last and you’ll need to buy a whole new unit.

Kelsey did a great job helping us with our purchase of new outdoor furniture. I would highly recommend her as she knew a lot about the products and helped us with exactly what we needed.

Kelsey is the best sales rep! Knowledgeable and very helpful. Nice sized store and selection of indoor and outdoor furniture, pools, and hot tubs.

Great place to get pool supplies.

Went here to look at pools. Salesperson (Eric) showed me what they was available . He new his stuff and answered all me questions. Came back latter and purchased a pool package. This was after many calls that Eric answered or called me back promptly . Pool was delivered on time and we are very happy. My hats off to the whole staff.

Amazing customer service! They went above and beyond to make for we got what we needed for our pool. I definitely recommend checking this place out before any other store.

Tried to enter the building but the enterance was covered with snow, such a trip and fall hazard. Customers shouldnt have to drive around the building to try and find a clean entrance. I called ti find out how to enter. Should that even be a thing????

Great customer service!

Looking for chlorine, but all out

Such a great experience at The Great Escape! My husband and I stopped in to check out their hot tubs. We felt extremely welcomed by all the staff as soon as we entered the building. They all seemed very energetic and the mood fun. We made it into their hot tub area, and were greeted by Miguel, hes also the store manager. Really nice guy, great attitude, made us feel really relaxed. Miguel was extremely knowledgeable about the different hot tubs they carry. We were kind of iffy with purchasing a hot tub but Miguel took all of our concerns away. He was genuinely interested in our needs/wants in a hot tub and that made us really comfortable. We are really pleased with our purchase and our salesman, Miguel and overall our whole experience at the great escape. We will definitely make future purchases at the great escape!

Very friendly staff that took great care of me. i went in for a filter basket as mine had cracked. they went the extra mile to get me what i needed even though it was very busy in the store.

Cool stuff inside but rude staff. Nobody was working just sitting around talking

We had our pool installed last spring! We got a great deal By purchasing during the winter months. Our pool was excavated and installed on the same day! No delays and no problems. Every time we do have an issue all of the staff is there to help. I would definitely recommend this store when buying a pool!

Fast service, honest with the stair set up. Selection was decent for pools and outdoor furniture

Good service

I have bought several items from The Great Escape in Loves Park, all of which were from Miguel at Chicago Home Fitness within the store. I had an issue with my Elliptical and Miguel had Steve diagnose the problem. Steve was awesome. He came to my home, was extremely professional, kept me informed throughout the process. Thank you for Steve and Miguel. I remain a loyal customer.

I thought this would be a high pressure place, but instead they couldnt be nicer or more helpful. I love, love, love my pool. Their prices are the best, even when you check all over online. They also price match. Best investment I ever made!

Great Escape, my one stop shop for everything pool and pool accessories. The service is always excellent from the sales rep to the cashiers, down to the warehouse/material handlers. Its a tad costly, but for the last three years, theyve answered every question I had. When I buy from Great Escape, I receive a mini lesson on swimming pool care, plus little tips to help me save money.

Nice place to shop,but a little on the pricey side....

Friendly expert help

I told them what I needed they got it ready before I got there and got me in and out in no time without trying to sell me anything I didnt need or ask for. It was nice doing business with them.

Did a great job

I love walking into this place. You get hit with the scent of chlorine. Makes it easier to spend money on my pool chemicals. Friendly, helpful staff. And they carry a lot of other stuff. I actually bought a huge sectional couch last winter.

Pool supplies and great knowledge about pool maintenance.

Nice staff!

I got some stools special ordered and I love them! They are exactly what I wanted. The staff there is super friendly and very helpful in getting what I wanted! The store has so much to offer and is very well maintained.

Drove over 30 minutes to get to store and the sign said open but all doors were locked! Website said open til 8 pm and also when I called it said open til 8pm! Got to the store at 4:12pm ! Will start ordering everything on line from now on apparently they don’t want the business

We had a great salesman his name was Miguel.. very friendly and knowledgeable... Answered all our questions..👍👍

My wife and I have bought many items from this store and have normally been very pleased with the experience. We had some issues with a treadmill that we purchased 4 years ago. The process of getting it fixed didnt go as well as I would have preferred but Miguel and his team did everything in their power to make it right. They tried multiple times to fix the machine andafter a few failed attempts at solving the issue they are now replacing my Treadmill. I couldnt ask for more of an effort than that. Thank you Miguel, you now have a customer for Life.

Just want to give Kelsey a huge thank you shout out for GREAT service and attention! We appericated the time she took with us, answered our questions, showed us features, and different options for the umbrella we were looking for. We also found a umbrella light that we have been looking for for a few years. She took the time to show us options.This was out first visit and Im sure it wont be our last!

Miguel is the most amazing General manager Salesman ive ever met!!! I sat at listened to a complete irate customer he had on the phone while waiting to by a Hot tub...I was just looking, after listening to Miguel smooth out the situation, I found my place to buy...amazing! thank you Miguel and Great Escape!

Great customer service. Worked with Kelsey P. She did a phenomenal job for us. Wed give her 10 stars if we could. Ask for her to help you the next time you are shopping there.

The Great Escape is always there to save the day!March 18, 2018.Come home to find an empty pool after an extreme wind storm.Went to the Great Escape and Miguel Martinez took care of me from the moment I walked through the front door.He made some recommendations and helped me with resolving my issue.I purchased a new pool. Miguel took care of ordering, delivery and setting up the installer.I couldnt be happier with the dedication Miguel took to make sure I was satisfied.Thank you!

If you have outdoor entertainment needs this is your place. I highly recommend working with Ben Fouke. He explains the difference between those ads you see on Facebook and the quality product they have. Beautiful store and great product for a great price. Thank you Ben for the excellent no pressure experience. We love our outdoor patio furniture and will look to you for future purchases.

This place is huge and right off I-39 near to Rockford. If you have home recreational needs, they have it. They also will honor lower prices posted on their website. That saved my wife $6 on two items we stopped in to purchase.

Ive never had a bad experience over the years.

You feel like a kid in a candy store.Beautiful furniture going back for a pool and hot tub. Little high on price. But theres always room for a deal.

I would highly recommend buying a pool from these guys. They take great care of their customers!

I would like to thank Ben from the loves Park great escape for doing everything he could to get us our hot tub in a timely manner. I was upset because it got delayed because of damage but really am glad he didnt send us out a damaged one for us to have to then send it back. We got the spa today and hooked it up and everything is running great. Again thanks!

Great experience buying a swingset. Salesman was very helpful and knowledgeable. Only took a week before it was delivered and the set up was included in a heavily discounted purchase price. Our kids love it. Will definitely buy from The Great Escape again in the future.

Very courteous and helpful, answered all my questions.

All I can say is wow! From customer service, to selection of products, I was able to outfit my man-cave as well as get some great patio furniture to gear up for summer. Soooo excited to put all this stuff to good use. Thanks to the whole team for all the help. Very knowledgeable and cool guys at this location.

I love my Jacuzzi j385 hot tub. Unfortunately, it hasnt worked in a month due to the poor support provided by The Great Escape in Loves Park. Replacing the same part over and over again, expecting a different outcome, mirrors Einsteins definition of insanity. Thanks for not fixing it for my daughters birthday party Great Escape!

I stopped into The Great Escape late Thursday afternoon. As far as I could tell, I was the only customer in there. I spent approximately 20 minutes walking around and looking at the cantilever stand alone umbrellas. There were several employees (8 - 10) milling around the desk, as well as some walking around, yet not one of them came to see if I needed any help or had any questions. I finally left. This was the first time I have been in this store...not sure if I would go back. Im in the market for one of these umbrellas, but Ill check other places first.

Warranty work on hardware they sell is negotiated through a third party (usually the manufacturer), so in essence they are more like a distributorship with a brick and mortar. Customer service and sales support in store is GREAT, the store is clean and attractive displays throughout the floor plan to help you envision what it would look like at home. Love the store as long as you are aware of the warranty stipulations.

I must say this is a wonderful company to work with. We bought a home with a pool and I had no idea how to deal with a pool of this size. They walked me through it and took care of everything plus they didnt try to spend my money. It was the opposite actually. This will be our 2nd summer with using this company for our pool needs and I couldnt be happier.

No help what so ever here! A bunch of kids just sat behind counter and ignored customers! Other staff was in chairs throughout on their phones! This place needs management bad.

Bought & had installed an above ground pool June 2018 from Great Escape. The first year everything was wonderful. Upon opening the pool this May, I found small amounts of sand from the filter was shooting into the pool thru the jet. I called the store and spoke with an associate who informed me that an internal part of the filter must have cracked and would need to be replaced. Since the pool was virtually new I assumed it was still covered under warranty. Not so...certain parts are not covered due to severe weather conditions (harsh winters) So the next day I drove to the store where I asked to speak with a manager. I met Miguel and explained my situation and expressed my unhappiness at having to pay for a part on a new pool. He was very nice...took the time to hear what I had to say. He first explained the whys of parts & coverages and then told me that he would replace the broken part at no cost to me . He continued to say that he appreciated my business and wanted to keep me a happy customer. Thank you Miguel!

Inside sales Ben was awesome. So helpful, The guys that installed were great, they have a syustem - 123 amnd all goes together, all very nice they use a little kids pool and fill it with water and pump into big pool to start and when i asked them whats that, 1 of them said your pool Julie- we all laughed. So very happy about the whole great Escapes experience.

I called GReat Escape because my Jacuzzi motor was going out. I received a phone call from Steven who said he could come out the same day. After checking the Jacuzzi and dermining what needed to be done, Steven was back the very next day and replaced the motor. Great Service.

Its an awesome place with fun home products. Staff was very helpful and kind. I would recommend stopping by and checking out this store. My kids enjoyed it.