The Great Escape Orland Park — Local services in Orland Township

I tried. I gave this location many, many chances to do the right thing, respond to my requests, etc... and over and over they failed. We purchased a patio set in April for approximately $3500. We were told they could not guarantee a delivery date but likely we'd receive the furniture by Memorial Day. Because they had not promised a delivery date I did not call or inquire or bother them knowing eventually the set would come in. In July I received a call from Jennifer, the patio manager stating that most of the set was in and asking if I'd like a partial delivery and set-up now and when the remaining missing chairs and cover came in they'd call me and deliver. I agreed and the entire set less 1 chair and the cover were delivered. The set was in good condition and the delivery company was friendly and all was great for the 1st portion. I waited approximately a month and decided to call the store to inquire about the remaining items. First, when u call, anyone other than Jennifer seems to not be able to assist and always indicates that a message will be given to Jennifer. Jennifer is not good at returning calls at all. When I was able to finally speak to her she seemed surprised that I had not gotten the whole set and then agreed that "it rings a bell" in her head that maybe I didn't get the whole set. She agreed to look into it and call back. She is good at promising a call back on a specific day but the call never comes. So, again, I call, and am given excuses why she didn't call back as promised and she again agrees to look into it. I do get a call back after calling her twice over 2 weeks and she promises a delivery. The chair and cover are delivered but the delivery people refuse to unpack and set up the chair. We paid for and were promised full delivery and set up. So I unpacked the chair myself as the delivery person watched as I would not sign for the chair until I was able to look at it's condition. The chair was in good condition but the cover was opened, dirty, and missing the bag that was supposed to hold it. I refused delivery of the cover and the delivery company said I could not refuse. They ended up leaving without any signatures from me as I guess the delivery person was tired of waiting for me to unpack the chair. So...again I had to contact the Great Escape. Of course, Jennifer was not there and they had no idea of her schedule. The gentleman I spoke to indicated there are no more covers which is why I received the one I did. I asked for Jennifer to return my call as I intend to get a refund for the money I paid for the cover. She was to call me back last Thursday. It is Monday. I do not expect a call back as I normally do not get one. The moral of this story.... The furniture is nice, find what you want and maybe order it online. Do not accept partial deliveries as you pay for the whole thing regardless of the fact that you don't have the whole set and you may never get what you paid for. Jennifer Peters, while I am a patient person, I would have been happy if you called as promised and just either left me a message, texted, anything to tell me you were at least working on it. Constant excuses why you couldn't make a 2 minute call is just bad service and you do not represent your store or the Great Escape very well. Get an assistant or empower the other employees to assist if you are so busy that you cannot provide standard...

If shopping for patio furniture just keep going. They act like they care about you to get your business. Once the sale is final they can care less about you as a customer. It took me over a year to get the clips that hold my sectional together. I literally had to go through the downers Grove location to get them ordered. We got an umbrella that broke after 2 months of use. It's now been 4 months waiting for service to resolve. They refuse to pick up the phone and call vendors or customers. I was told the contact at the company for my umbrella was out sick for a month. I asked well why don't you call and speak with someone else? I was told they dont that. Then I got an Email 3 months later the parts are in but because of inventory they won't ship until Oct 1.well it's Oct 22nd and still crickets. So we paid 7k for furniture that we couldn't really use for a year because the pieces came apart when sitting now I have a 2k umbrella I haven't been able to use all summer. This location sucks!!! Their service is horrible.

RUN go to one of their other locations or a different company all together.

a good company would have just swapped out the umbrella by now. Not leave me with a useless hunk of metal. Now I need to prep my patio for winter and can't because I sti have this broken pos on my patio.

Response to company's reply: This has nothing to do with inventory with your suppliers. This is lazy staff that won't pick up the phone and make calls, don't have any follow through, don't look for other solutions. This is clear by my statement that I had to go to the downer's grove store to get the clips for my patio sectional ordered. My Tinley sales rep couldn't be bothered. Staff at downers were aware of her and said she only cares if she gets commission therefore replacement parts etc. not surprised she didn't follow up.

To prove your service department is clueless and lazy I did get a hold of a sales Manager Steve who called the company direct. Got specific information about when my part would be ordered, even found out it would be the wrong color and the correct color would ship until November. He then searched his floor and supply room for solutions and decided to take the part I need from the floor model and have my umbrella repaired. When the correct part actually arrives they will put on floor model. This took him all of an hour!!!!!! NOT THE 4 MONTHS I SPENT GETTING JERKED AROUND BY KIMBERLY WHO CAN'T MAKE PHONE CALLS, RETURN CALLS NOR DELIVER MESSAGES TO MANAGERS. LANDON HAS NO BUSINESS BEING A MANAGER IF HE COULDN'T BE BOTHERED TO FOLLOW THROUGH LIKE STEVE DID EITHER! THE HOW SERVICE DEPARTMENT NEEDS TO BE RETRAINED...

we've been customers of The Great Escape for over 20 years. Purchased pools, heaters, hot tub, outdoor furniture, weber grill and all of our supplies as needed. we've been so impressed with the service from Jason, the store manager, that we literally drive past 3 other pool stores to go to his store - knowing we are going to get the best backed product at the best price - along with solid advice on what we need.

first impression upon walking in is a clean, friendly environment. it's organized and has enough open space not to feel like we're tripping over products. much better than most other places we've been.

peak times are hectic - but, it's worth the wait to get what we need and be confident in it. we like that when we have questions we can call and Jason gets back to us as quickly as he can. we've seen the stacks of messages he has to follow-up on - and witnessed his commitment to the company itself. it's pretty impressive to find someone so dedicated at a time when brick and mortar businesses are disappearing and customer service is pretty non-existent in most places.

the distance is nothing compared to the service we get from both Jason and his staff. spring will be here before we know it - and we'll be making our first run back to The Great Escape to get our outdoor area ready. we're even looking at interior furniture at the store - their sale prices are really good and it's all quality product.

we've referred many people to Jason through the years - and they have all been happy. anyone who's questioned the timing of an install or wait for a call back has to understand - when someone/someplace is one of the best you are going to wait to get the service you expect. installs depend on weather - and if someone had nothing better to do than return my phone call within a few minutes i would wonder just how much business and how good they truly are.

i don't normally write reviews, but as my husband and i were discussing all we want to do in the yard this summer Jason came up and I wanted to take the time to give him a big KUDOS. Thanks, Jason! you've been a tremendous help...