The Great Escape Gurnee — Local services in Gurnee

Regret. That's all I feel about my purchase of a hot tub here. It hasn't even been set up yet. The company delivered the hot tub on February 22, but an ice storm had just begun and they didn't think they could get it to the back yard. They asked if they could put it in my garage and come back later to move it to the back yard, and we were absolutely fine with that. It wasn't worth someone getting hurt.

The first available date they had to come and put it in the back yard was March 4, 10 days later. Disappointing, but ok. We received a call the day before stating the delivery window was between 9am-12pm on the 4th. Perfect. We hired an electrician to come out the next day, a Sunday, because we couldn't wait to use the hot tub.

We anxiously awaited the crew's arrival on Saturday. At 11:50 we hadn't heard anything from them. My husband found the number he received a call from on February 22 and called it. No answer. I called the store a little after noon. I was told the crew called at 9:17am this morning and we didn't answer. I was also told the crew had been at my house at that time. We had no missed calls. There was no voicemail left. No text message was sent. No second attempt made. Nobody knocked on my door. I have three dogs who would have gone crazy.

Regrettably, I lost my mind on the regional manager, Tim, when he basically told me they tried to call, so we were out of luck. He insinuated that I was lying when I said our phone never rang. Since Tim had difficulty believing our phone never rang, he was provided with Verizon Wireless call history screen shots.

Tim called us back later and the hot tub is now scheduled to be moved to the backyard on Thursday. I'll believe it when I see it. It sure is an expensive thing to just look at sitting in my garage.

If you want customer service after your purchase, I wouldn't buy from this store. There was another store we considered purchasing from that had superb customer service, but the brand of hot tubs they carry isn't as good. I would have taken the lesser tub for better customer service. ...

My experience with The Great Escape was amazing. We purchased both our hot tub and pool there and Tim was an amazing sales person. He was very knowledgeable about the products and really helped us decide on which would be a great option. That’s the easy part though, right? After our pool was installed we noticed a tear in the liner. We have no idea when it occurred and it was upsetting because we hadn't even been in the pool to swim. The installers came out and said that it wasn’t something that would be covered by the warranty and they weren’t liable. I was pretty upset and didn’t know what this would mean. I went into the Great Escape to let Tim know what the installers said and he was amazing. He really didn’t have to do anything to help us. The liner wouldn’t have been covered under warranty and he had literally ZERO obligation to help me but he discussed with me either patching or replacing the liner. He offered to pay for either option. Who does that?! It was incredible customer service and he’s made me a customer for life. I would strongly recommend Tim and the Great Escape for anything you’re looking for especially knowing that they stand behind their products...

The only reason I gave one star is That there was no option to give 0. I believe the Great escape trains the salesman to be highly agitating. I should have know better than to go back to the great escape for parts after such a horrible experience after buying our Jacuzzi j365. But after 10 years the mind Fades, and after all the store does have a nice selection of outdoor furniture and spas! You see my reason for a poor rating is after explaining our issue with the diverted valve, and missing head cushions, the salesman stated "I can't help you, we don't do that here"