I have been nothing but surprised and blown away by the level of service from this store. their pricing was very competitive and any issues that I have had were dealt with immediately and thoroughly! they replaced a chair even though it was a small issue with the foot coaster. I would recommend they and Joe my salesperson in Vernon Hills was excellent!

The experience in the store was a 10! The 9 comes from the delivery, which was done excellently. The only complaint I have is that the delivery folks didnt take the packing material with them, including the box that the cover came in. I think you should rethink that policy. Also, with the spa, theres an @ease plastic piece that goes in the spa, and a sheet that has instructions on how to insert the pods, but it didnt come with any pods. Is that normal? Im assuming you guys sell them, and I dont have a problem with that, it just seemed kind of strange that it came with the plastic piece and instructions, and no pods. Anyway, love the store, and the people in it that we dealt with.

First time pool owner.Experience from start to finish has been pretty intimidating.Kathy/Assistant Manager has been beyond terrific!Always available.My pool looks great and she continually consuls me on keeping it that way.

Great. Landon is always terrific to deal with. Love the products weve purchased. Delivery has always been quick.

Kathy was great to work with! We needed a new custom liner and the wait times from the manufacturer were very long but Kathy was also checking in to let us know what was going on! We also purchased new patio furniture this year and she was great to work with!

We have made several purchases from Great Escape over the years and have found their customer service to be excellent. Strongly recommend them.

Joe was exceptional! I called in at first to get more information as I did not know much about what I was looking for in a new spa. Joe was patient, very courteous and extremely knowledgeable over the phone. So much so that I wound up going in that same night and purchasing his recommended spa. He is passionate about what he does and it shows. I would say my decision was largely based off of my direct interaction with Joe. Pricing seemed very fair and the experience was awesome. Thank you Joe!

Joe and Keith,Joe was terrific in answering questions to help me decide the right machine for me. Then, he made efforts above and beyond to speed up the timing of delivery so I could get started with my new program from home.Excellent knowledge and wonderful service - the complete package!And on a day off by Joe, Keith stepped in to answer further questions. So fantastic teamwork all around.Will definitely recommend wholeheartedly to others!Patty Chandler

HORRIBLE, RUDE customer service!!!!!! Tried telling us that chlorine was suppose to be 1per “family” when clearly worded PER customer. I tried to explain it was 2 separate households, 2 separate pools. Asked for a manager, he came said it was ok. Made my purchase and the employee, which I didn’t catch his name but was of Mediterranean descent said, “it’s people like you that there’s no chlorine” manager just let him keep rambling. Wow……people like us, the customers is the reason why you have a job!!!!! I couldn’t believe how little respect the employees have at this location!

Love this store and the staff! So happy that they enforce the 1 bucket of chlorine per customer during this shortage! Because of that, there’s enough to go around for all of their customers. Too bad some customers want to give the employees such a hard time about it.

Horrible customer service!!! Walked in and a service representative looked at us and walked away without a word. I had to hunt her down and ask where your products were. She then told me where they were, instead of showing me. I couldnt find them and Ive decided to purchase the item and my other items elsewhere. I originally needed a pool patch and a new patio set with a jacuzzi. I will be purchasing these elsewhere.

Excellent service! Great communication and always willing to answer questions. Weve worked with both Landon with multiple purchases and Joe more recently, and both have been wonderful to work with.

Kathy has been very helpful. I had many questions and she always answered or found out what I was looking for. Thank you

We have purchased several large items from this store over the years. 2 hot tubs, high end treadmill, patio furniture and now recently a pool. The sales people are very knowledgeable, the products are high quality and the customer service is superior.

Dont expect friendly staff. Extremely short on any question asked. Store manager is a real treat! If it wasnt for the pandemic craze I dont know how anyone would want to shop here. - Thanks for the response however I felt the need to respond. There was no one else in the store and 3 employees behind the counter.

Great experience.Landon is the worlds greatest hot tub salesperson.Knowledgeable, and keen to find out his customers real needs and satisfy them.:)Derek

Great staff there. It feels like family. They have had the same half dozen people working there for years and they are friendly and knowledgeable about their products and services.

All is good while you’re making your purchase, don’t expect that to last. The smug attitudes, and general feeling that you’re bothering them is what you get after the commission checks are cashed.Very little help after purchase, they have seemingly no knowledge of the heaters they sell, and no one will install the heater either. Words can’t describe the frustration in dealing with this store.

Awesome gadgets. Salesman arent pushy

I went in to their store and I was one of 2 customers total in the building and they asked me to put on a mask and I informed them I have a medical condition with a doctors note that I showed them that prohibits me from wearing a mask. They said they didnt care and I had to leave.... I will just find a more accommodating pool supply store for all my future needs as I cannot support a business that discriminates against people with disabilities

Awesome very helpful and friendly

Great people and they go above and beyond expectations. Kathy is an excellent pool expert and very knowledgeable about all your pool needs.

I was in today for simple hot tub supplies. Just had a few questions. To say that the lady was rude is an understatement. Not friendly at all.

They always have what I need with great service.

We worked with the New Manager Joe, and hes one of the most knowledgeable guys weve ever worked with. We bought a pool table and an infrared sauna. He owns one of them today and truly showed us the way, and we are all in now. Love the store to include Dave whos also a great guy and very helpful since Joe is so busy...guys like Dave keep us shopping and are all very helpful.

This is a company that truly cares about service to their customers. We bought our pool through them nearly 5 years ago, and nearly 3 years ago, a patio set. The patio set gave us issues after the warranty expired, and Andy STILL worked with us and the manufacturer to get a generous credit toward a new table. (Andy is in customer service at the home office). Kathy at the Mundelein location was also exceedingly kind and helpful. Ian at the Wilmette location is always available to help with pool issues and hes truly an expert at pool care, very knowledgable. But the real star in our situation is Andy. Every email from him regarding our issues was worded with true concern and looking out for the our best interest. That is hard to find nowadays. Definitely give The Great Escape your business, you cant go wrong!

Today I bought an Inversion table or chair. Tony the salesperson took the time to explain the details of how to use it properly. He also gave me an excellent price. I shopped around and then purchased it from Great Escape Tony said if I had any problems assembling it to icome back and he would help me. Well, I did . A part was put in wrong at the factory. Tony reassembled it for and helped me put it together. It works wonderfully now. I can not thank him enough! ! Great product and Great Customer Service.

Go here if you want great customer service and fast delivery of a great product. They deal in top class furniture which am sure will amaze you also!

Got a great deal on my Hot Tub

Folks in the store were fantastic. On the other hand, the delivery service that Great Escape outsources is less than sub-par. The incompetence of even the delivery service manager is astounding (and this is not a good thing). I would buy again from Great Escape, as long as I was able to pick the items up from the store.

The Manager, I have not been back in over 3 years, if he is still there seems so to very upset he has his job. Never a smile, never a hello. He seems very bitter. Average height guy, overweight and balding. The only reason for the description is because I am not sure if he is still there. Everyone else is super helpful and well educated about the services provided. The Manage is just so bitter and unfriendly.

Just spoke to Joe the general manager spent $9000 on a hot tub Can NOT use because install is out of square nowhere close to level.CAN NOT FILL, per jOE THE STORE MANAGER, THEY ARE MUSCLE AND JUST DROP IT IN THE HOLE. WOW !!!! this could have been avoided and been no issue if they would have taken an extra 10 minutes to do the job properly. NEVER BY ANYTHING FROM THESe PEOPLE. Cant imagine if we bought more from them GO SOMEWHERE ELSE BUYER BEWARE!!!!!!!

Needed ping pong paddles for 4th of July and they had them and were open! Thank you

Joe is extremely knowledgeable, the staff is friendly, and you cant beat the pricing.

Staff not very knowledgeable of the products they sell. Will probably never return to Mundelein location. I will however continue to shop at the Gurnee location as the staff there is very knowledgeable of their products, and always have an answer to my questions and a solution to any pool related problems

In separate purchases over the years, I have purchased a discontinued floor model Weber grill and a pool from the Mundelein store.The grill had a lighter issue occur soon after purchase and I received good customer service from The Great Escape and the Weber Grill Co. This was about 3 years ago.I purchased a pool about 2 years ago and had issues / questions with the install and the sales woman was very rude. The pool and install are solid-issues were with install backfill and refuse along with the sales womans attitude.I went in recently to look for a pool ladder (we had a ladder so didnt purchase one when we bought the pool) and again, was met with a less than satisfactory sales experience due to attitude.Lesson learned. Shop elsewhere.

Incredible selection - good deals - helpful and friendly staff. This is the go-to place for your patio furniture, exercise equipment and hit tubs.

Overwhelming show room with so many choices for outdoor furniture. Nice sales staff with no heavy pressure to buy.

Good seasonal products

Love my pool

Lots of selection and staff to help.