The Great Escape

If I could give them a zero I would! We didn’t even get furniture from there, but they are delivering our neighbors furniture right now. They decided to set up their furniture ALL over our drive way and when I was trying to leave I asked them to get it off of our driveway and they put it in our yard, which was just recently reseeded and were supposed to stay off of it. I asked them to please get off of our yard and they laughed at me and continued to put it in our yard. To hire such ignorant delivery men speaks a lot for the company.

The store is great but the post purchase service is TERRIBLE. We are 5 visits and counting from their service department in the last 3 weeks, with 2 different service technicians, a new heater in the hot tub among other various repairs, and yet the tub still won’t heat (the heater stopped working after 1 week and $ 500 later). On top of which, we cannot get straight answers from the «supposed» supervisor named Shannon who adding insult to injury, has a very poor attitude. Very disappointed and frustrated. As a result, we will never shop at your store again and recommend all local friends to steer clear of any purchase that may at some point require service.

Do not shop at this location!
My husband and I were in the market to purchase a pool table, we went there and found one we really liked. The salesman informed us all the pool tables are 30% off, great I thought. He knew which one we liked and while we were picking out fabric told us our price. The price did not include 30% and we asked why, he said «oh that table is not 30% off. OK well that is what you said we argued. Needless to say we left, here is the KICKER people. We decided to give them another chance and went back over the week night in hopes we would have a different sales man with a different experience. We selected a pool table and he told us «great the pool tables are on sale.» I asked what him what would the out the door price be. He told us $ 1600 something, awesome lets pick out fabric. As my husband is putting money down magically the price is now $ 1800 something. HERE WE GO AGAIN! We explained that is not what we were just told, this happened the other week to us the price changed. Needless to say they did not give us the table that was quoted originally and they lost a customer. I would be very cautious about shopping in this location as the sales men are not trained on their merchandise, prices or how to make customers happy. It seems their ony tactic is a bait and switch.

8÷2÷15: DON’T EVER SHOP AT ‘THE GREAT ESCAPE! especially the one in Algonquin, IL on Randall Road! their merchandise are pricey and yet MADE CHEAP! and customer service is HORRIFIC! Today we bought patio umbrella regular price $ 199 and was half off, paid $ 100, within an hour of use the poll broke, we went back same day within 2 hours… and they would NOT even do an exchange or a refund! They obviously sold us a defective merchandise and would not take it back within 2 hours of purchase? seriously??? So pretty much, they sold us a lemon merchandise and they were even rude about it! Seriously, this is within an hour of use and poll just broke no wonder they sold us the display! What a way to rip of a customer! SHOULD BE 0 rating but will not allow me to post without clicking a star… really???

We just purchased a new basketball hoop for our home and had a great experience using Rob and The Great Escape. Rob helped us through the sale and was extremely patient answering all of our questions and helped us get the right hoop for our needs. The service team on the install end was great as well. We had a tricky situation where the home we purchased had a pole that needed to be removed. They asked me to send pictures a head of time so they had everything they needed to remove the pole and install the other one. I appreciated their efforts. All in all great experience!

We have been coming here for pool and hot tub supplies for years and have always received great service — the employees here are very knowledgeable about pools and hot tubs.
Just this past week we were in the market for a workout machine and shopped the various sporting good/​workout stores and finally settled on a device here at Great Escape. Chad seemed to know a lot more about the machines he sells than other stores’ employees did — the fact that he used to be a personal trainer was definitely clear in his ability to explain what machine (s) would be better based on our goals. He did not simply recommend the most expensive piece on the floor like what happened when I went to 2^nd Wind.

I purchased my hanamint set from this location and absolutely loved my salesman Robby! L Was super knowledgeable and incredibly pleasant to work with. Overall great experience.