The Great Escape Mundelein — Local services in Mundelein

We purchased patio table and chairs , and when furniture was delivered they sent the wrong chairs . I spoke to my see in store and they said they made a mistake and the chairs I wanted are more money and I need to pay $350 more to get them. I told them that I showed salesperson the chairs we wanted and they then told us the total we agreed on that . I’m not going to pay for their mistake . After talking with them a second time they wouldn’t do anything to fix the issue and told me if I wanted the chairs I ordered I would need to pay the difference so I told Joe that I want a full refund and they could pick up all my furniture if that is how they fix their mistakes . He said that’s fine. Again no options to fix the issue or come to an agreement. So I and my family will not be doing business with great escape in the future . Terrible customer service.

Reply to store response . I contacted corporate and they said they will be looking into this and get back to...

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 he's 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...

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 woman's attitude. I went in recently to look for a pool ladder (we had a ladder so didn't purchase one when we bought the pool) and again, was met with a less than satisfactory sales experience due to attitude. Lesson learned....