I looked tirelessly online for a small bistro set for my mom. You never know about the quality online, so we stopped at The Great Escape where we met Andrea. She priced out several different options for us and we ended up purchasing one. She was efficient, thoughtful and on subsequent purchase inquiries, went the extra mile to get us what we wanted in addition to our initial purchase. We couldn’t be more pleased- great experience, great product, great person in Andrea!

Fantastic! I’ve had multiple questions and never a problem getting answers. Terry has been working with us the entire process and couldn’t have been more helpful! Love you guys!

Josh and Shay did a amazing job installing my pool. Very knowledgeable and answered all my 50 million questions... My whole experience with the Great Escape was amazing from start to finish. Sure beat my horrible experience with lighthouse..

Bought a high quality basketball hoop at a great price. Matt and his team made it easy to get all of the details figured out and handled very quickly, including the installation.

Great staff, awesome customer service & communication was excellent about delivery of our spa! All around great experience.

Very pleased with our experience here. Our salesperson Terry was excellent. He spent ample time with us explaining and answering questions that we had. He was a contributing factor in making our decision to buy. We cant wait to enjoy our new purchase in a couple of months.

My father purchased a pool and they installed the pool, left a huge pile of dirt and did not put up the deck that came with the pool. Who does that to an 81 year old? The pool had not started to be filled with water when they left the dirt piled. The dirt around the pool is so uneven that it is a hazard to walk around it safely for anyone. He also has to spend an additional 900 dollars to have the deck installed. Poles were missing for the vacuum and the skimmer, we had to go purchase two from Litehouse pools. I left a message for the manager and he did not call back.

It was the best visit and purchase Experience! We had Terence who sold our hot tub to us this Sunday, today we went for a wet test just to make sure .... and Larry, knocked it out of the water, showing us all the features and truly reassuring us this is the best choice for our needs! Top notch service ! Thank you

Very disappointed at the moment, purchased a sand filter system for my above ground pool ( mind you I have had an above ground system for 20 years ) and for some reason I can’t get pressure to push out. I called a few days ago with not a ton of help ( the guy tried but didn’t seem to have the knowledge) so I’m trying to get ahold of someone with some experience as my pool is getting greener by the day. I will update if someone has the time to discuss with me and help figure this out

Paid $3,000 for a Goalrilla basketball hoop with delivery and installation back in March. The service department called me and said it would be installed the third week in April (not a problem). Then they told me I need to call the 811 number to have the utility companies measure and the lady told me to lie and say I was doing a “self-install” to generate a ticket faster! Over the entire month of May I have called the service department at least 4 times asking when an installer would contact me to schedule an install. They kept putting me on the run-around until I finally told them I would not get off the phone until I had an answer. The installer (Assembly Required) texted me the next day saying he was working on the schedule and would provide a date and time. That was THREE WEEKS AGO and I have not heard back since. I’ve tried contacting the installer multiple times to no response. It is not almost the first week of June and I called the Macedonia location today and asked for someone on their management team and the guy replied “we don’t really have any management team here?” What?!!! He then said the service department was closed until Tuesday and they can’t do anything since I purchased the order online. Please be wary of purchasing anything from them that requires an installation because they are a very unethical company with terrible customer service.

We bought a patio set which cost over $6700. We were told that we would be called to set up delivery. After receiving no call, we decided to call. Voicemails were left requesting a delivery date. No return calls. When we called the store we were told that the delivery location has moved and they don’t know when the phones and computers will be up and running. No apology. They took an, “it is what it is.” attitude. I think we may cancel our order and shop elsewhere .

Such a smooth process at the Macedonian location. Excellent customer service but not overbearing, price and value made us return to purchase in comparison to competitors AND received a call from the delivery department within 30 mins of leaving the store! Will shop here again.

Great location for all your pool/outdoor needs.

•Very helpful staff•Jacuzzi, Sundance, Viking, Bullfrog,•Sells a large volume of spas garnering the best prices from manufacturers

Great selections. Easy check out process.

We had a great experience buying our 3 seasons room furniture from Great Escape. The delivery crew were awesome guys. Very careful and professional.

Big selection, prices were ok, but not great.

Very knowledgeable sales people Ask many Questions and he had all the answers ended up Buying a Pool from them and it was a great experience looking forward to more interaction with the team at The Macedonia Location

Tony T. was great, very informative and asked a lot of questions to steer us in the right direction. Only gave them a 4 star because when we walked in there were 5-6 employees at the front desk and we were not greeted or approached for assistance. After about 10 minutes of looking around I had to find someone for assistance.

It was a great experience, Terry was extremely knowledgeable, found us a hot tub for our needs even with the long wait, he was able to find us a tub that is critical for my husbands medical needs.

Tony Taylor was absolutely amazing ! After buying our pool from him we had forgotten how to care for a pool he answered every call and returned every call. We were missing hose hook ups for the filter with our shipment and Tony brought them to our home the next morning on his way to work so we can get the pool running for our kids being it was installed so late on the year. And then we had a problem with the pump he exchanged it with one in the store and we couldn’t get it running so he came the next morning again to try to help us get it running . He goes above and beyond as a sales employee ! Exceptional!

Store was in great shape and everyone was extremely friendly and knowledgeable. Took the time to find exactly what we were looking for.

Terry helped us get into our first pool very professional. Pool has been great. We moved and need a new pool i just spoke to Terry and they have the same pool available. I called around but not going to over think it. Going back to the great service at the Great Escape. Thanks 😊

Second year of buying items for my home porch and patio spaces. Last year Tony and this year Andrea assisted and both are professional friendly personalities that offered personalized assistance with no pressure sales style. We were able to spend time selecting the right items. When certain items were not available to see, Andrea got someone in another store to text a video of the item to me. Delivery staff (Amy) called in a timely way after the sale and allowed us to defer delivery and final payment until our patio construction was nearing completion. Will go back to them in 2021 for more matching seating pieces!Also, felt safe during Covid 19 shopping, social distancing and most customers were wearing masks.

Great price and service for our latest outdoor furniture pieces!

Purchased a hot tub here several years ago. When looking for a phone call back or any help with service, questions about repairs or any help whatsoever... the Great Escape has escaped every single request for somebody to talk to or get help from. The name fits. The service has been a disaster for me.

Terry did a nice job with our hot tub purchase.

So much awesome products but they are all so expensive you cant afford any of them. Had to buy my 80 dollar pool filter so then i couldnt even look at all three other products.

My wife and I looked at outdoor furniture. There are a lot of options, but the majority was lightweight, aluminum frame furniture. We were interested in HPDE furniture. They had a few Adirondack chairs on display, but no dining sets or conversation seating. We wandered for about 40 minutes before anybody approached us to ask if we needed any help.

For the past week, Ive been trying to find some liquid chlorine for my pool. I called Great Escape around 4:00PM m who said they had it but they close at 4:00PM.. The person I talked to, Matt, said I could pay for it with my credit card over the phone and put the chlorine out back for me to pick up. Perfect solution!

Great service Great Pricing. They beat Furniture Factory Direct by $400 and much better in quality. Make sure you ask for Tony Taylor awesome customer service

So far only window shopping. Second time through I didnt interact with the staff at all. Just looked around.

My wife and I were looking to purchase a pool. We went to a couple different stores, and decided to stop by the Great Escape. We were sadly disappointed in our trip.No one welcomed us when we walked in. When we walked back towards the pools, no one asked us if we needed help. We went outside to look at their fully built pools, came back in and still nothing.We decided to take a lap around the store to look at other items and no one said a word to us.Hopefully it’s not like that normally. It wasn’t busy. One worker kept walking around eating and drinking but always seemed to be walking in the opposite direction than us. Maybe it was just a weird day for them.

We purchased a Vienna cast aluminum table and 8 chairs from The Great Escape store I’m Macedonia,OH. In October 2016. After the second season, when uncovering the table, I noticed the finish was wearing away.The table has gotten very little use and is covered 6 months of the year. I did not react right away since I saw we had a 10 year warranty. Unfortunately, the next year, the finish was really coming off. I contacted the store only to learn I was about 7 months too late to file a claim. The 10 year warranty did not cover the finish which was only 3 years. The store manager filed a claim and I left one of the chairs at the store as evidence. I waited over a month, but no response. I contacted the store in mid July and the receptionist expressed her apologies and would have the manager contact me. He never did. I went to the store and expressed my concern. The store manager then told me the claim from the manufacturer was denied. No real acceptable response. They did offer 50% of purchase price towards a new purchase. That is unacceptable since we paid over $1,800 I will never go back to the Great Escape. I recommend buyer beware. You can spend a lot less money at a big box store will not have quality issues.

Wow, what exceptional service we got with Matthew Coughlin at the Great Escape in Macedonia. He is the manager and he was extremely attentive, and gave A +++ service. Our pool is gorgeous and he walked us through every single step. I can’t recommend him enough!!!! Customers for life!!update..... We have been loving our pool! I also wanted to say that if your are on the fence about buying a pool here just do it. Not only has the pool been great, Matthew Coughlin has answered our questions day and night. He has answered simple questions like pool chemicals to what are we doing wrong with the heater. He has been a God sent! The customer service of this man is amazing. I hope his bosses get to read this, because this man deserves a raise!

The worst customer service ever!. No one greated us to help us make a purchase. Never shopping here again. Purchased our whole recreation room furniture (pool table, bar etc.) from Great Northern location a few years ago. Service there was impeccable

Im a big fan of TGE in Macedonia. Their staff is helpful, they have a tons of stock, and their prices are very reasonable. Top notch sales and service for your pool and outdoor needs.

Even though it’s a box store, the sales & managers are so over the top helpful and friendly. I’m always glad making a stop to Great Escape.

When you need it they usually have it.

Just purchased a 27’ pool. 15 minutes after the pool was installed the liner started leaking! Loosing water that I just paid for! Called the Great Escape and Larry sent someone out immediately and made it right! Great service.. love my beautiful pool and I’m looking forward to a wonderful summer filled with pool days😎 I’m a very happy customer!

No complaints. Everything as promised.

Larry was a great salesperson to deal with!! Very knowledgeable on the pools and we got exactly what we wanted.

Great Escapes is recommending a pool service, Douglas Pool Services. Do not use this company. Single owner Marr Smith, did not correctly close or open our pool. I had to pay another service to property open my pool. Being new pool owners, we were ignorant and trusted him.

Made an account just to leave this review. The staff and service was so good I felt moved to write this review. Bought a pool table, and Matt, the delivery, guy was not only personable, but hauled the whole one-piece slate down the steps with one hand. Talk about a pro. You can tell he’s a family guy because all he had to say was how supportive his wife was of picking up weekend work. I would give six stars if I could.

If you need service on your hot tub, dont call the Great Escape. For a part that I could have gotten for $300 and 15 minutes to install ended up costing me over $700. Fees up the wazoo including a 3% credit card transaction fee. I will never call them again or buy another thing from them.

I worked with Brian to purchase our new family pool. I questioned the possibility of hunting online to find a lower price. I did not and I am extremely happy. Getting a new pool made me nervous because of the new devices and water treatment. Brian has been very helpful getting me comfortable with my pool. If I purchased online, this type of service would have not been available. Its really hard to put a price on good service and face to face interactions. I shopped The Great Escape and Ohio Pools & Spas. The Great Escape followed through on their promises and Ohio Pools & Spas did not. I highly recommend The Great Escape and Brian.

I am not very satisfied with the service over all. The sales man implied the installers would not only set up the pool, but teach us how to use the equipment and maintenance it, as we purchased the premium installation plan. They hooked up a hose and left. We were also given the run around and frankly lied to when we called inquiring about installation dates. The heater we ordered arrived damaged and pieces were missing.

Wasnt there

We bought a top of the line jacuzzi tub ... like the most expensive one they have... once the tub was delivered and promises were made... the service went in the crapper... responsiveness was nothing more than a brush off and the BS on their behalf increased!! We have had the tub replaced once already for something that happened while it was being serviced... after a month the touch pad went out... the pad was replaced but the service guy broke the side panels...(so they switched out the tub - now the new tub has leaked since it was installed so it needs attention and isnt getting it.... its ridiculous) it would be confusing to tell the entire story... in a nutshell ... we have had nothing but problems from the day it was delivered in January... if you love a headache ... want to argue with the staff ... never want to hear from your salesman after you order it... wonder why they arent doing what they say they would... love having buyers remorse and need a kick in the nuts... by all means spend your hard earned money at The Great Escape...

The store manager at this location was amazing. Matt provided a level of customer service that truly exceeds expectations. He took time to come out to our house and fixed our pool just days after we called with an issue. It was our mistake, but he took care of it. And he did it with such a kind heart, knowing that our daughter had a pool party planned for the weekend. I cannot even express how grateful we are. Thank you to Matt for saving our summer!

After Searching and comparing prices, we decided to go with The Great Escape. This was my first pool so needless to say it was very overwhelming but our sales rep Brian was extremely helpful and guided me every step of the way. He was professional, knowledgeable & I never felt pressured. Even after the purchase & installment Brian continues to be available to answer all my questions (even after hours or on his days off). I am beyond impressed with the customer service I have received and I highly recommend this store. Thank you again Brian

While The Great Escape offer a wonderful selection of hot tubs and outdoor furniture and our sales guy was great, their service/delivery side of things we have come to find is subpar.PROS - Terry (our sales guy) was AMAZING. He was very knowledgeable and really helped us pick the right products for our needs. The sale went smoothly, they even gave us chemicals to get us started with the new hot tub. We would buy again from him in a heartbeat. Not pushy, and really knew his stuff.The installation team who actually delivered the tub were great. They were very careful around our deck and got it where we wanted in no time.CONS- Everything else. We purchased a Jacuzzi from them almost 9 weeks ago and it was just now delivered even though they gave us a 5 week delivery estimate. The lady at their installation side of the business (Amy) was unfortunately not knowledgeable. She scheduled delivery when they didnt even have the hot tub in. She told us we would need to rent a crane to get the tub on our deck, so we did and had to reschedule multiple times because they couldnt get us an exact delivery date/time. She did not seem to know anything about the actual hot tub installation process. When the guys came to delivery the tub, they said they didnt need a crane and installed it just fine without...My advice to anyone buying from this location is buy anything that you can deliver yourself or is in stock at the time of purchase and you can get a delivery date right then. Otherwise, dont waste your time.

Too High‼️

Great service and great products! I purchased my spa from here a few years ago from Matt and he was extremely knowledgable about everything. Everyone is always very helpful whenever I call or come in. Would definitely recommend going there!

Helpful employees, great selection of products for the outdoor space. I was more surprised at their prices and how competitive they were. I shopped a couple things online while in the store and could not find it lower.

I purchased a couple of hot tubs for my home. Brian was great in letting me know which tub is best suited for a top floor, based on weight/dimensions, etc, and for a bottom floor. I walked out a happy camper! Thanks again Brian.

Checking out pool n spa prices..

Great place to window shop, but I find the prices are quite high.

I knew and still know very little about pools but I knew I wanted one. Matt helped out so much, explained everything, came out to Mayfield Village twice and helped. From day until today, the opening of our pool in our second season its been an incredible experience ! We had 1 issue, Matt sent the crew back out and rectified it Fast ! The installers were polite, explained alot also and were neat and organized.

Great help from terance. Bought pool heater better price than internet. Knowledgeable about hot tubs also. Looking at one as price real good now

Had what I needed.

I have bought a pool and hot tub from this establishment and they know how to treat their customers! Their manager/Matt has been just stellar to me over the past eight years! They go above and beyond. Very satisfied customer.....definitely buy items at this Great Escape!

Great service here. I buy all my spa chemicals here as the prices are as good if not better then online. I havent shopped for much else yet but the show room is really nice.

DO NOT BUY A POOL FROM THIS PLACE.. After my installing of my pool. I found 6 of the 12 pool post are not level. The install people said in the small print. That my pool post can be 1 inch off. That is ok. REALLY!!!!It looks horrible.I would say that when they say worry free. Let us install your poolNo way.NIGHTMARE

Love the Ecco hot tub. Unfortunately, the pipe burst for the second year in a row. Water ALL OVER the deck room. Will no doubt have to pay for repairs, because Great Escape will not fix.

Unlike the Canton store the store never seems to disappoint. Ive never had an issue with the staff at this location. The Canton store needs to be retained on customer service!

We went there to look for some outdoor furniture. We found a bunch of different stuff, a great selection of things and good prices.

My husband and I went in there to price pools and to ask some questions. There was a salesman helping another customer which is understandable, but he didnt even acknowledge that we were there the 10 times he walked by us. Then another salesman walked by and also ignored us. Horrible customer service and we will be taking our business elsewhere. Doesnt take much to say hello and that someone will be with you shortly.

They sold me a hot tub and delivered it broken. They refuse to honor their OWN return policy and insist on only repairing it. The management is unreasonable and apparently believe they can bully their way into me accepting it.

Bought a jacuzzi from Matt and I couldnt be happier! He was very professional and exceeded expectations even when I had questions. Would highly recommend this facility.Bruce R

I always have a great experience when I shop here. They are very knowledgeable. I will travel farther then to go to there competition around the corner

Horrible customer service! I have been here for 15 minutes and have yet to be serviced.

Andy and matt were nothing but helpful, they answered every question I had and were patient while we worked out the details! Such a wonderful experience, I will absolutely be back again!

We got our 24 foot above ground pool here.They have been great.My salesman Larry came over immediately when I called with a pool concern.They have gone above and beyond to make sure we are satisfied and we definitely are.Thanks Great Escape !

Bad service. I waited for help in the pool supply section to buy a salt chlorination system. After over 20 minutes of browsing. i went up to the counter for help they paged a salesmen to help me. He never came over. Instead he went to help a couple looking at hot tubs that just entered the store. I get they work on commission and a 10,000 dollar hot tub might be a better rip then a 800 dollar pool part but service means allot and you dont get a whole lot there. I just purchased online probably at a better price.

Very helpful sales staff!!! Beautiful facility

This place uses gimmicks to get you in the store. All but one hot tub that they stock, are white or silver. They can get them in other colors, but since they arent stock, they wont honor the sales prices. I cam understand if it was something brand specific, but it is nog. It is every brand that they carry. So, It leaves you without any sale options. We drove about an hour to come and check this place out and were very disappointed in the service and selection.

Great service. And tons of great products.

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.

We spent over $7,500 in one purchase including a 14 shuffleboard table. Yes, the shuffeboard table, it was delivered in an UNPLAYABLE condition, throwing a puck down the middle ended with it rapidly going right or left. Calls to the store did bring about a visit by an installation expert who knew nothing about adjusting the table. The table was UNPLAYABLE !!! I later saw online some videos on adjusting the table which takes a very long time to do so I ended adjusting over a 2 month span a little at a time. Their best technicians KNOW NOTHING ABOUT THIS, who delivers a $3,000 shuffleboard table in an unplayable condition? And then knows nothing about how to adjust it? Whoa !!!!! And their the experts? Buy your shuffleboard table elsewhere because it wont be playable when it hits your floor. Unfortunately, I am now the expert.

Great staff, outdoor furniture is premium stuff so its a little more pricey than your Lowes or Home Depot

Wouldn’t give me a pool for free but still good people. But seriously I’ll take a pool for free

Purchased a jacuzzi hot tub from Matt and love it! Great service.

Great patio furniture that can be handed down for generations

Always easy to shop here

I already have submitted this to your customer service department twice and have received no reply at all.I am new pool owner so of course I am in the market for my go to pool store. I am sorry to inform you if all of your locations are like your Strongsville retailer you will not be it. I live in Bedford but work in Strongsville so I stopped into that location on the way home at 3pm on Wed May 10th 2017. I was greeted by a friendly women who who pointed me to another asscociate who knew about pools since hot tubs were her speciality. The employee was at the other side of the store playing billiards with what looked like 4 or more other emplyees. After taking his shot he came over to help me. I told the associate I was a first time pool owner and was pretty ignorant to what I may need. I knew I needed hoses and clamps. Very little was actually suggested to me with out asking about it myself. The associate was helpfull enough (kinda) but it was obvious that I did not have his full attention. More than ounce he made the statement Im not rushing you or anything take your time if that statem ent is said more than twice and it wa s.....that is a pretty good indication that you are rushing me out of the store. He asked no quilifying questions and explained nothing about what I needed or how to use it even after telling him I was new to pool ownership. I made my way to the check out were all of the employees engaged in conversation amongts each other while ringing me out. I purchased four clamps, two 6ft hoses, a opening kit, and a vacum head. Now I am not sure if your company has shopping bags but I was offered none and carried the items out in my arms with out even one of the many employees at the cashwrap offering to hold the door. I am gonna be completley honest here. It will take a peerless act of liberality for me to shop at one of your locations again and it will not be the Strongsville location if I do decide to.Thank you muchVincent J Fiocco

The best service I’ve ever received!

Great service, well organized store, with lots of product variety. Especially the patio furniture and hot tub selections.

Friendly staff who are always willing to help.

Sales team was nice and friendly.

Hot tubs, pool tables, out door bars. More stuff for paycheck to paycheck families to go into debt with, competing with jones.

Great selection and Excellent customer service!

They tested my pool water

Always helpful!

No free shipping like Amazon offers.

Love this place!!

Escaped in one piece

Bought a hot tub from great escapes started falling apart within 6 months headrest fell apart top became water clogged and they refused to replace them and the lid became water clogged

Great selection of outdoor furnishings!

Had what I was looking for but other than that a little pricey