The Great Escape Rockford — Local services in Rockford Township

I'm not exaggerating when I say that I have never been more disappointed in a company's service. We recently spent over 6 thousand dollars on a gazebo and outdoor furniture, and the experience has been horrible on every level, so much so that I don't know where to begin.

First, the saleswoman promised that the gazebo and furniture would be delivered and installed within two weeks of purchase (which is one of the main reasons that we purchased through The Great Escape and not elsewhere). This was also the reason why we made the purchase so quickly, since the saleswoman told us that we needed to act fast before they got bogged down with pool installations. To prepare for the quick delivery, I dismantled our existing furniture and pergola, then cut tree branches in order to make room for the larger piece. When we first inquired about a delivery date (which we were told to do), we did not receive a follow-up call. When they did finally get back to us, they told us that the soonest they could deliver would be the end of May, which would be well after my son's first birthday, for which we wanted to have our new furniture.

When we explained that this was not what we promised and was unacceptable, they were able to schedule a sooner date, but still beyond what we were told. When we spoke to the scheduler, she was very rude and made a point to explain how her people were coming in on their off day in order to make us happy, as if we were making unreasonable demands. She even joked with my wife that we should "make it up to them any way we can."

This morning, the installers came. They are currently working and have been doing a great job and are very courteous. However, they came without our furniture, and said that the Gazebo was the only thing waiting for them. Mind you, we specifically were told it would all be delivered together. My wife and I decided to call the store thinking that we could at least pick it up ourselves, but when we called, we were told that the furniture was still in the Chicago warehouse. The manager was very rude and once again seemed to suggest that we were being unreasonable to expect what we were told would come, despite the fact that he admitted the reason that we didn't have our furniture was because the saleswoman forgot to put in the order.

The last little tidbit about this experience relates to the gazebo. The saleswoman had told us that the roof is sealed and that no water would get through; however, the installer informed us that there is no sealant and that it isn't exactly waterproof, and we should expect some water to come in from the roof.

Needless to say, I will never do business with them again.

Edit: spoke too soon on the installers. As I was going around the gazebo to figure out where to hook in lights, I noticed two screws on the aluminum roof that missed the frame entirely. Now I have to drill a new hole to make sure the roof won’t be damaged when a strong wind lifts it.

Additional update: we were informed that the rest of the furniture will be delivered tomorrow, which I appreciate, though what upsets me is that store employees made my wife feel as though we were putting them out after they’d failed to deliver on their initial promise. If you take our money and fail to meet the promises you made, I shouldn’t have to feel like you’re doing me any favors when you finally get around so dealing with...

I bought a pool from this store on 6/14. They go through someone else to do the installation and excavation. That company was supposed to call me and let me know when they would be out which we were told would be 2 weeks from our purchase. We waited and waited. We called the great escape the Wednesday before they were supposed to install our pool and told them that we have not heard from anyone about the installation. They said if we hadn't heard anything by Thursday night to call them back. Thursday came and went and no call. I called Friday and talked to the manager. I told him that we should have had our pool installed on Thursday 6/29 but we still hadn't gotten a phone call from the other company. He pulled our sales ticket and said that someone had been calling me from the other company since 6/15. Why was I not told this wednesday or Thursday? Someone screwed up my phone number when they gave it to the other company. So because of that mix up I have had to cancel my fourth of July party because my pool will not be installed until July 11th. I now have to wait another 2 weeks. The manager emailed the other company to see if they can fit us in any earlier but we have yet to hear back from them. This whole situation is rediculous. I never even...

Just bought our pool after my last one suffered injuries. Thought I'd write a nice note because most people only comment if they're upset. I called and spoke to Caden told him what I was thinking about getting. He gave me a rough price over the phone and I was happy with it. Had him email me a quote and after about 20 emails of me modifying and asking questions I was happy with the deal and told him I'd be in today to sign. It all took less than 24 hours from when I made the call. I called 2 other places to get quotes before I called here mainly because of logistics. I have yet to hear anything back from them. I don't know when, or even if they'll get back to me on pricing if they'll be higher or lower than what i just paid? I really don't care tho.

When you call and get that quick of service that's what I want! I'll gladly pay a premium to get answers and results. I got a month to wait before my pool is in, but happy with this purchase strictly from how quick and easy Caden answered me emails, and Ben, and a couple others I dealt with in the store were to me!

I'll be back and if people ask me about this store I'll happily tell...