The Great Escape Macedonia — Local services in Macedonia

On 5-11-22 we puchased a patio set. We had to walk to the front to get a staff member to hel us. Jeff stepped in and we told him which set we wanted. He asked if it was for delivery or pick up. We said we would like to have it soon to enjoy the rest of spring and summer. He said it could be in the store and we could pick it up on Saturday. We went ahead with the purchase then at the end he said someone would call and schedule a delivery with us and that it would be more convenient because the delivery team would put the set together and set it in place. We accepted this because at this point we had already paid and it did seem nice that we wouldn't need to assemble. It seemed a little shady but overall fine. We get a call a couple days later from delivery stating the soonest delivery would be Wednesday June 1st. I accepted this date and made arrangements to be home to take delivery. When the delivery arrived two members of the delivery team took all the items out of the truck. They tossed the cushions on the ground getting one of them extremely dirty. The female in the group said she would put it in the notes for the item to be replaced.

They then began assembling the furniture. They weren't exactly careful so there are a couple of rought marks on the front of the chair and the back of one of the couch peices. After total assembly it was immediately noticeable that this was the wrong set somehow. The couches were supposed peices of a sectional but instead one of them had two arms. The other had one high arm like a chaise lounge, this was also incorrect. We were also missing the corner peice of the sectional. The delivery team called store and Jeff called me shortly after. Jeff said he didn't understand and wanted me to text photos to his cell phone. Being now very suspicious of Jeff I was not going to text him and I informed him that the drivers from his company were here and they should take the the pictures. I informed them of the situation and that Jeff wanted pictures. Neither of them were willing to send Jeff any pictures and infact were also very leary of Jeff. I was told it would be noted in the delivery that our set needed replaced and that someone who was not Jeff from great escape would be calling. It's now been one week without contact and we still can't utilize the set we paid for. Home Depot and Lowes have some equally nice sets and for the service, wait and hastle we have gone through so far we should have just purchased from there and at this point would not recommend shopping at the Macedonia Great Escape.

Received a call from Matt shortly after the review was posted. The message had apparently never made it to management. Matt had our issues corrected by Saturday at noon. Updated the rating to reflect the corrections. Big...

• Though my initial experience with the products and services rendered by Jacuzzi were less than favorable. THE GREAT ESCAPE has continued to offer excellent help through education and excellent customer service. A big kudos goes out to Matt and his team at this location. I would absolutely buy from this location again, simply for the staff.

I purchased what I thought was a (2023) Jacuzzi J365 and a 27’ above ground pool from The Great Escape in February 2024 set for delivery in May / June. On initial delivery I contacted the store as I found pools of water and a manufacturer date on the Jacuzzi of February 2022. The store assured me this was NOT a floor model and that there were no changes to the model from 2022 to 2023. I voiced my concerns that I am buying a 2-year-old tub and feared the problems that would come with it. Reluctantly I kept the tub. The tub has now been in use for one month. Since then, I have discovered a broken LED light, a broken Bluetooth receiver and a broken thermostat sensor. I had my tub set to 92 degrees, the tub registered the temperature at 96 degrees, I used digital thermometer and got a temperature of 102 degrees. Along with violent temperature reading fluctuations more than 20 degrees. I then asked the store to have Jacuzzi reach out to me as I now hate the product I bought, due to all the issues. When the Rep (with Jacuzzi for 15 years) called, he started off the conversation by saying, “Well you bought a floor model, right?” It’s to be expected to have an issue or two. I then stated no I was told this was in the warehouse. He replied, “From my experience these don’t sit on the shelves that long.” Odds are it was a floor model. After reigniting my initial concerns about the tub, he continued to talk in circles about how great Jacuzzi is. He asked what it was he could do to make it right? Yet, everything we discussed I had to bring back to the store as he couldn’t do anything. I asked him what he was offering, and he responded, “Assurance that Jacuzzi is a good product.” To add to the frustrations of it all, the pool was installed and filled about a third of the way. In the morning it was discovered that the pool liner also had a tear and was leaking out. I specifically asked if they will be adding more sand to the base to account for the areas that were saturated and moving. I was told they will have their truck with sand and will replace it in those areas. Per my outdoor cameras no such effort was made, and we now feel more ripples / bumps in that...

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 "I'm 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...