The Great Escape Schaumburg — Attraction in Schaumburg Township

Well I’ll start off by saying 5 start to the manager Mark for trying everything in his power for me, well I bought a pool from the great escape, the people that dropped it off couldn’t be bothered to bring the pool in, he says pallet drop off only, so I had to figure out a way to get this pool in while it was pouring rain, luckily I was able to hire someone to help me, and me with heart problems should not be lifting this heavy stuff to begin with, so I get it into the yard as far as I can, the boxes are all wet because of the rain, the installers are coming in a few days to set it up, so I left it in the yard, as I have nowhere else to put it, the installers show up a few days later, and say the pool is too big to fit in my space, that the pool is not 18 ft round but 18feet 10 inches round, they said that they would have to do a bunch of cutting on my deck to make it fit , well that was a lie, the pool my salesman Mark sold me is exactly 18 ft round, and will fit without any cutting, I’ve had 18ft round pools all my life, well the installer said that I should get a 15 ft pool, only because it would be easier for him to install, they leave and I call my salesman and tell him that they are trying to blame the great escape for selling me a pool too big, my salesman assured me that the pool is exactly 18ft round, and couldn’t understand why the Instalers would lie , and I think it was because they just didn’t want to do the job, anyway my salesman tried getting me different installers, but no luck, so for about 3 weeks my pool sits in a box, and I decided to return the pool and go look elsewhere, well the great escape informed me that I will have to pay a 15 percent restocking fee and a 900 dollar fee for them to pick it up, so I’m supposed to spend close to $2000 dollars, and not have a pool, 🤦‍♂️the even funnier thing, I told a friend about the great escape with the deal they were having on pools a week after I bought my pool, so he went there and bought a pool , and his is already installed and running, while mine sits in boxes, so disappointed with the great escape, I thought they were better than this,

• update ** Your missing the whole point, the pool will fit , your installers just don’t want to do the job, and the great escape can not find anyone else to come to the city to put this pool in, installation was part of the contract too , I’m not getting any installation, I should have to pay to...

If I could give this store & staff 10 stars I would in a heart beat. My family and I went into the store 3 times before purchasing our pool because we weren't sure of the size we wanted. Each time we went back Brian N. Helped us out and was awesome, he answered all our questions, gave us ideas about the pool sizes, had a lot of patience with all my questions about the credit card & the installation. I called the store a few times after that with questions and he never seemed bothered to help me out. The pool liner was never delivered, so the store manager Tim went out of his way & personally delivered it to my house while I was at work the day before installation. I had an issue with the installation company & had to call the store & speak to the store manager Tim again. After the damage the installation company caused Tim was soo quick to fix the issue on a store level, had amazing customer service, always called me back & even reached out to the installation company. As I mentioned Tim went out of his way and fixed the issue on a store level, he went above & beyond customer service. Today my pool liner started leaking and once again Tim to the rescue. He reached out to the installation company, and is trying his best to get the liner fixed as soon as possible. My pool journey has been stressful, but customers service at the great escape Schaumburg location is making this process as easy as possible for me. Brian is a great sales person, was never pushy to get a sale out of me, Tim is a great store manager & is soooo good with customer service & is always helping & makinging sure customers are taken care of on his end. I will continue to go there & buy all my pool supplies as well. 100% best...

2025 update: I can honestly say that I enjoy going here again. Staff is awesome and really help customers out. Seems staff changes really improved this spot. You can absolutely count on their service and support. Thanks again :-) This is my go to spot for pool supplies.

Update: I recently visited a few times and have to change my review from 1 star to 4. I'm not sure what happened but the staff is a lot more helpful and greeted me every time. Maybe some bad seeds were remove . Keep up the great work

Recently moved to the area and was in need of suggestions on what to purchase. My wife was completely furious that no one offered to help and everyone was hanging out at the main desk. I was only approached regarding a hot tub purchase but was not provided help at all after mentioning i was new to pools and needed advice. the worker immediately uninterested to help or have any drive for a customer to purchase products from the store. Seems that everyone checked out from this place. The lack of enthusiasm or customer service is unreal. The only benefit is some prices. In regard to being greeted upon entry that did not happen at all. Why would any store ignore the fact that 1. im new to pools and need advice. 2. your have a clear sale to make as your recommend products. 3. greeting is completely worthless if you dont follow up with a did you need help with anything.

Id rather drive to american sale and spend the time and gas...