UPDATE 2:Come to think of it. I was originally approved for $9100. You called and asked wells Fargo to increase it to the exact amount of the sale. Thats on you. Not wells FargoUPDATE 1:Youre telling me, wells Fargo just so happened to grant me $10,600 credit limit for a tub that cost $10,600. It just worked out exactly that way?No...Its not the credit check or new account that crashed it. It was the maxed out credit card that crashed my score. I carry no balances on my credit cards so it kills my score when it shows a maxed out card. You requested only the amount needed to purchase the tub. If it was $5000 more my credit limit would have been $5000 more. Guaranteed.Great tubs. Terrible credit system. They give you a 0% credit card and only give you enough credit for the exact tub youre buying whether its $1000 or $20,000. Crashed my credit score from 820 to 665 overnight. Good thing Im not buying a car or house soon.

The Great Escape was recommended to me by two people for buying and having an above ground pool installed. I was so glad I asked around and were very happy that we went with them. The sales people there are so friendly, not just through the buying process but also afterwards. Great experience with them, and I recommend!

I was happy ordering, but received product months & months late! ended canceling some of what I ordered and my very large over priced umbrella was broken when it arrived and it was fixed and never returned, I had to call 3x till they said they found it to set up a day later only to break down again 👎well that’s what Warranty’s are for,Il ask to give me a definite date for delivery before ordering again

Horrible experience, went in March to purchase a pool and was discriminated because I looked like I couldn’t afford a pool. Nobody approached me to help me. When I went to look for someone to assist me the sales man told me I am to late, that there was no pools available and sent me on my way, the same day I contacted great escape in Algonquin and was able to order a pool that arrived in June that I paid in cash for. Never judge a book by its cover. When we finally received the pool 4 months later the liner leaked two days worth of water and no compensation was given. Asked for a new liner with a different design and nothing in stock or could be ordered. But they have no problem taking the money. Good luck everyone.

We were in need of new patio furniture in June. Due to the pandemic every place had limited stock. Frank was very accommodating as we mixed and matched a table that was in stock with different chairs that were in stock. Price wasn`t too much more then what the big box store had to offer and 10 times the quality. A month later I went shopping for a hot tub and again Frank was great giving us the best price over the competition in the area on a Sundance spa. We knew going in we would have to wait for a spa due to covid. Soon November will be here and so will my spa.

The Great escape is a great place to buy a hot tub. We are treated so nicely and all questions we have are dealt with in a way it is easy for us to understand. The sales people are all great! The delivery people were wonderful. Also so many other items in the store are great quality and look beautiful. Thank you Everyone that helped us!

Best Great Escape around, will not go to the Algonquin or Schaumburg locations due not poor service.

Great place to shop, very professional help in Christina, she know the ins and outs of the business. I really enjoyed my purchase process.ThanksMartin

Frank really made us comfortable in our decision to purchase the 27 Athena. Highly recommend!

Terrible customer service! I was blackmailed and bullied by Frank Guadio to not call his boss for resolution for the mess ups from the Batavia store. His boss, Reid P wouldn’t return a call after four attempts. I sent an email to corporate with dates and times explaining the lack of customer services. Here are a few things. Wrong pool equipment, manager refusing to listen (even once he realized in a legal binding document we paid for and ordered a certain product).Frank insisted it was normal to have employees selling pools who did not know about the products. Such as Christina telling me they are not trained on salt water pools. I tried to explain to Frank I could have ordered the pool from the Great Escape website, Frank insisted again, the pools on the Great Escape website were not as the same quality sold in the store. How is this possible? I asked several times to make sure I understood. Even during a pandemic, when the world is shut down, the Great Escape is selling poor quality on line? Per the district manager himself?Frank was frustrated and said for the inconvenience he would give us “free chemicals” for the pool. I asked how if Christina stated the chemicals for a salt water pool where not sold in the store. He said that I was lying. I explained that it was in emails and asked Christina (she confirmed). Christina stated in an email on March 25, 2021 she was not sure where I could get these materials as they are not kept in the store. Once Frank realized the store actually sent the wrong parts for saltwater he said he would send the new equipment but was no longer going to give us chemicals for the inconvenience? I asked for his boss (Reid P ext 1101), Frank said he would not send the correct equipment if I called his boss. That’s blackmail! Blackmail is bribery and bullying. I have all documentation, dates, times of everyone I have emailed and spoken with. I recommend spending the couple of extra dollars and paying a private business for peace of mind and customer service. Please note the owner responded but we did not have a pleasant conversation. No resolution. BBB advised me to contact the government agency also.

Extremely poor service after sale.I purchased a new patio set, the furniture is amazing and my wife and I love it except for the missing piece. The set delivered the following week but it was missing the glass top for the coffee table (wouldnt be a problem except drinks fall over without the glass). I called the store the same afternoon after the delivery, someone answered with a rude Hello?, I responded Hi, is this the Great Escape?, they responded Yes. After an awkward silence I explained my issue, the person said that the sales associate who sold me the set will need to take care of it and they arent in today so they will leave a note and Ill be called back tomorrow. I was never called back.After some time I just assumed the mistake was on my end, perhaps I was supposed to purchase the glass separately so I went into the store to do so. I explained my situation to the sales associates, I was confronted with Why did you wait so long to bring this up?. I explained I called the same day but was never called back, I showed them the work order with pictures showing the missing component. After some digging on their end they determined the glass top should have come with the coffee table and didnt need to be purchased separately. They said that I will receive a call from the service department sometime in the following week and I left the store.Fast forward to today (6 days later), still no call from the service department. I called the store again to explain the issue, I was told that the person who sold me the set will need to look into it and give me a call back.I understand mistakes can happen, but my treatment and observations lead me to believe this is the culture of the business. There is no sense of urgency in addressing the mistake (they already have my money). Im also not surprised I was never called back because of how messy and unorganized the sales desk area is, the note was probably lost under one of the piles of paper laying everywhere. I will not be coming here for my next purchase.

Horrible customer service.... unrealistic promised delivery dates and endless excuses. Too bad there isn’t an option to rate this less than one star

Everyone at The Great Escape in Batavia is always very knowledgeable and super friendly! I drive from Big Rock to go to The Great Escape which is about an hour round trip...I live 5 minutes from Swim Shack in Sugar Grove but I prefer to go to TGE because they always answer my questions, always give me multiple recommendations, and are just really nice people all around.

Must be in the minority with experiences at this store. Have actually been a customer there for almost 20 years-ever since our first pool. Recently we’ve not had the greatest experiences. Last year, we placed an order for opening our pool and asked for “curbside” pickup. We were given a time range to pick it up. It happened to be pouring rain that day. We went to pick it up and found the order outside in a cart, soaking wet. No one to help us load it in the car(my husband is disabled), and everything soaked-which made it hard to load those cardboard cases of chlorine into our trunk.This year, my husband phoned in an order that I was to pick up. Called when I got there-was told they didn’t see an order for us-maybe we ordered at a different location. Yes, that’s why we were given their number to call when we got there! It was paid for. After some time, someone came to the phone who finally figured out the order was there. They put it in my trunk and I discovered later they put it in such a way that the trunk wouldn’t close! But they didn’t tell me my trunk was open as I was leaving! Believe me, if other places we checked weren’t so much more expensive for the items we needed, we would go elsewhere! Guess you have to sacrifice service for cost there.

Extremely helpful and knowledgeable on the right products I needed to get my pool back up and running for the summer. Frank and his staff put the customer first and are very professional. Will definitely be back!

Nice furniture but somewhat pricey unless on sale.

Salesman very helpful. I have purchased several pieces of lawn furniture at your store in the past

We wanted to get a head start on picking new furniture for our patio redo this early 2021. We wanted to shop local rather than online. The great escape is where we got our dining table last year and loved the selections there. We went back in hopes to find matching Baran Ash sofas. Fell in love with a piece and Tim was nice enough to share the other pieces and prices. We went back and chose a fire table and seating set. Tim helped us and was very personable and helped us select the best pieces on furniture! They are helpful and not pushy and Local!!

Bought a lovely LED umbrella from the batavia location, all employees were knowledgeable and respectful. Overall great customer service and we are so happy with our new umbrella, works like a charm!

I recently bought a house that came with a pool. My husband and I have zero experience with a pool, so I thought going in-store with my manuals and information that was left for the pool would be helpful, but I would have been better off just going to google. There was a younger female employee who was able to tell me what chemicals I needed to add to the pool, which was helpful. There was a middle-aged woman and man also working who were no help. When I was asked what size pool I have, I didnt know. The man working told me without knowing my pool size theres nothing they can really do to help me. Considering the pool was purchased from The Great Escape, I wouldve thought they could at least estimate the size instead of just telling me they cant help. I had to buy a new piece of equipment for my pool filter/pump setup, and I asked the younger woman if she could show me how to hook it up. She didnt know, so she went and got another employee, a woman who was older than her. I asked her to show me or explain how I change the part, and she said I cant really say without seeing your set up. So, I showed her a picture I took of it. She wouldnt take the pump piece out of the package to show me, or even give a simple explanation of what I need to do to change the part out. I left the store feeling frustrated and upset (after driving 45 minutes to the store,) to be told I cant be helped. The entire time I was in the store it felt like my presence was bothering the employees and they were just waiting for me to leave.

Normally decent service, however this weekend the B team must have been working. Not one associate approached me and my daughter to offer assistance,

Frank and the entire team do a tremendous job each and every time I visit! Their customer service and product knowledge is always on point whether I’m buying pool chemicals, a pool or patio furniture.

A great pool supply store knowledgeable staff.

Tim was WONDERFUL.... it was his day off and he still went above and beyond to accommodate us!! His pool knowledge is EXCELLENT.

My wife and I went into this store looking to buy a patio dining set. We found the set we wanted. Communicated that to our salesman. They didn’t have it in stock, so he had to check with other area stores. Said he’d call us back within 2 days. We left our number. Never received a call back. We called twice to check in. Left our number and name. No one called us back for 6 days. We moved on... The furniture is high quality, not so much the customer service. Our friends warned us about this store. We gave them a shot.

Chad and Christina made buying our new pool easy. They were both knowledgeable and very patient in answering all our questions. We look forward to spring and the installation process.

Purchased a pool.... Chad was very helpful and knowledgeable.. He knew all the answers to my questions. Let hope the install goes just as smooth..

Great experience! Highly recommended! Knowledgeable staff, great customer service. Five stars across the board.

Friendly helpful employees and inventory always available. We travel 30 miles to do business with this store.

Ive been doing all my pool needs from great escapes in Batavia for years great service friendly people never had any problems

Great selection and prices. Our items were in stock, too.

Rep was very knowledgeable & steered us to excellent choices within our parameters

Frank G. was very knowledgeable and professional!I highly recommend this store!

Awesome experience the salesperson was very knowledgeable and gave us every option that we couldve asked for. They also beat all other prices we had received from other places.

Staff was eager to assist and attentive.

We’ve purchased several items throughout the years and have always been happy with the service.

Because they test the water and tell you whats needed to balance it out! Very friendly

Never had an issue here. They dont carry everything Im looking for, but theyre mostly friendly & helpful. Their prices are pretty great too.

Lots of stuff sold outOverpricedUse Wayfair instead

Wonderful place to work with, great selection, and pleasant people working there.

You can’t beat the customer service from Frank G and The Great Escape. We use them for all of our pool needs.

Knowledgeable and helpful. They had items we needed to close our pool for winter, less expensive than what we could order from online, and we got helpful service and advice on the process.

I purchased a hot tub from there about 2 yrs. ago and had a good experience. I called there Monday to ask if they had a pool liner to fit my pool and they said they had two kinds to choose from in stock. They were closing soon and said they would be open at 10am. Tuesday morning. So got there the next day at 10am. and asked the guy at the desk if he had a pool liner to fit my pool. He never looked up to acknowledge me and said they dont have any, never even checked his computer and I told him I spoke with someone yesterday and they said they had two to choose from. He still wouldnt look at me and said well we dont have any without even checking. He must have a great memory to know all the different size liners they have in stock. Never said that he can order me one or sorry we sold both of them late yesterday...Nothing.. Its a shame I live two minutes from there and will never go back for my supplys or future purchases. I am a ideal customer for them with a pool, hot tub and a billard room.

Great experience every time! That’s why we keep coming back to the Batavia store.

Very helpful & nice people

They have everything you need for your pool. We bought a ladder this year and it didnt sit corrrect in the pool, and keeps gloating up. They wouldnt take it back, even though we called right away. Now I have a brand new ladder that I cant use. Youd think theyd try to do something, but no.

Is super over priced.

My husband called about whether Great Escape assembles pool stairs. Christina checked and they had a floor model, already assembled. We picked it up today. We were lucky enough to get to meet Christina! She is a whirlwind and has so much knowledge! She even helped get the stairs ready for our car and helped load it! Havent seen this excellent customer service in a long time! We will definitely be back!

Came in about a month ago looking at hot tubs. It would have been nice if someone would have come over to help me. I watched as employees stood around their center desk area, look up at me, and then completely ignore my presence. Thats fine, as I got the best service from Hot Tub Tonys. Great tub, low price, and you feel like family there. Big box stores dont hold a candle to a caring small business.

My wife and I purchased a deck and pool for our family and while there were some bumps in the road Frank went above and beyond to make sure that customer satisfaction was achieved.Had it not been for Frank I have a feeling the outcome would have been very unfavorable but he did what it took to make things right.

I have been a customer for many years. My experiences have always been perfect. The staff and General Manager, Frank, have a vast knowledge of the products and have always had the right answer for any follow up questions. I have referred many friends and coworkers who have always been completely satisfied. The store is always super clean and organized with everything I have ever needed at a very reasonable price. Great leadership and a great experience. Truly a shining example of caring for the customer.

Great customer service and good products. Many years ago we purchased a pool from The Great Escape and still have it. We have had it serviced once from them. More recently we got an infrared sauna and love it. I would highly recommend this location and the salesman Frank.

Purchased 7000 dollars worth of patio furniture, it was delivered incomplete, and slightly damaged. They where supposed to fix and didn’t, I called customer service who did nothing and told me to contact the store myself because no one would call them back. Eventually was resolved, but the poor follow up and terrible customer service was not good. Hard to go back for future purchases.

Great Escape Batavia was very friendly and helpful when we bought our pool. We also were very happy with the installation company that they set up for us, Marks Backyard Oasis. Installers went over and beyond expectations when helping us get our pool installed and ready to go!

Went in looking to gather more information regarding above ground pools and was pleasantly surprised with what I found. Not only were the products offered superior to their nearest competitor American Sale the service and knowledge provided blew their competition away. Despite not being ready to buy that day they treated me as if I was their most important customer which was extremely different experience I got from their competitor who seemed turned off when I said I was not ready to buy. Needless to say I will be purchasing a pool from these guys and while I was in there I noticed some beautiful patio furniture as well that I will be shopping for in the near future. Frank and his crew are top notch and have definitely earned my loyalty!

Always get good help from the staff in Batavia

Great place to shop. Top quality product and TGO stands behind what they sell. Frank G has gone out of his way the past 15 years to make sure we have been satisfied with every purchase. Jacuzzi, A.G. Pool and all the replacement part. Value is more than price!

The employees are really helpful and very knowledgeable about their products.

No calls back from these people after promised calls back....their website takes your money for items they dont have in stock. Then it keeps your money and you think items are coming and they dont even let you know until you start calling that they have no intentions of sending your item.

My wife and I came to the Batavia store to buy a hot tub when we bought our house. Chad was our salesman and we had the best experience ever. We have since bought a pool and many other things there. We love the service we receive from the employees there especially Frank. Always willing to help and to teach if there are any questions. Frank and Chad are two of the reasons why we will continue to shop at the store.

When purchasing an outdoor bistro set & 2 extra chairs today, sales associate, Christina, was EXTREMELY patient & helpful! Her friendly & professional approach was much appreciated!

We purchased a pool from Frank close to 15 years ago and been a customer ever since. I can’t think of a store where I am treated more professionally and with kindness then the Great Escape in Batavia. Frank and his staff are always there to greet you with a smile and help with whatever you need! I actually enjoy going in to the store, it’s like running into a good friend!! Thank you for all the years of outstanding customer service and friendship!!

I love going to this store. The staff is always there to help. I go there for my spa, pool supplies. They have the best prices I have found. Looking at some game room furniture. Which will prob purchase next week. If you want a great experience go see Frank and his crew at Batavia you will not be disappointed.

Just walked in searching for a part that broke off our umbrella. The handle that pushes upward to open. The manager said wait, a few minutes, while he checked the stock room for any handle parts. He didnt have any in stock, but took down my name/email, so that he could forward me the information as to where I can order the parts. By the time I gave him my info he quickly down loaded it into the computer and bang I received it. Wow! Outstanding service. And friendly too! I highly recommend the place for your patio equipment.

Bad service looks like unders staff, walked around for 39.mins., 4 qty store employees walked by not one said hi, or offered to Help...

Very very helpful and great to work with

Employees are not very engaging here. Every time we go in the are young and are always having side conversations when I am checking out. They watch us wonder around on the sales floor without asking us if we need help. We usually dont go to this one thats why we have no idea where stuff was. Have been there 3 times and everytime thats the same result

Prices are high for outdoor furniture but nice things here. If you can afford it check it out. But the salepeople are always friendly and helpful when we buy our chemicals.

I have been going to Batavia Great Escape for over 10 years. Frank G. and the team there are awesome. Pool issues they are knowledgeable and will help anyway they can. Patio sets are great. I really appreciate this group and how professional and supportuvecthey are to myself and Renee.

Normally I’m not a fan of the big box chains when it comes to large purchases like the pool we purchased last year; however, Frank and the rest of the staff at this Great Escape in Batavia are definitely an exception. We ran into a couple of issues upon install and instead of blaming the installer, Frank went out of his way to make sure EVERYTHING was done correctly and in a timely matter. He’s certainly made us a life long customer and will go there for any our our future needs for what they cover.

I’ve been a customer at this location for five years, the staff is great and very helpful. In addition recently I had a problem with a robotic pool cleaner I purchased and Frank in good faith was able to help me with a resolve

Huge sales floor with nothing but high quality goods at competitive prices. Ive been a customer of the Batavia location for several years and could not be more satisfied with their customer service. Frank Gaudio (store manager) and his team are very knowledgeable and friendly.

The store service itself and the products I have purchased are good. I would give those 4-4.5 stars, however, the corporate customer service is poor, 1-2 star. Has taken a long time to resolve a simple issue with missing parts that were not delivered with the product. Delivery was in the fall, but I didnt use the outdoor furniture until the spring, so it is too late for warranty coverage. Thats understandable, but it has been more than 3 months and a lot of effort for them to even track down the parts. Now they want my credit card information before they tell me how much the parts are going to cost. Goofy.

These Guys are amazing and their prices are more than fair. i bought a hot tub 8 years ago and it still works great.

Bought a house that has an above ground pool. I came in for the first time and met Sophie. Awesome experience there, she gave me the info I needed to get my pool up to speed. I will be shopping there again in the future. Thank you team!!

These people are the best Pool Spa any kind of recreational retail sales I wouldnt deal with anyone else they recommend only the best people to help you install your products I had a pool installed over the summer but Mark kubista of MK Construction he had my pool up and no time explained everything I needed to know now I have a beautiful pool I can enjoy with my family thank you Great Escape now only for my pool before recommending the people you did to install it I could not be happier

Love this place. I purchased my pool and patio furniture here. The sales are awesome & The staff is super friendly.

Ask for Frank! He is fantastic, I have been shopping with them for the past few years and will continue to do so!

Update to my last review: About a month after we got the table, a store manager called to rectify the situation. Although we had issues with the delivery and installation, they cared enough to call back and apologize and offer us a small credit for our troubles. The table game has been great, and we have enjoyed the quality of the table with friends and family.We ordered a game table almost two weeks ago, and the table is still not here. The first time they tried to deliver the table, the table top was broken. That is understandable, things get broken in transit. They tried to redeliver again several day later, this time a leg of the game table was missing. The delivery scheduling coordinator is unsympathetic and was rude when we tried to reschedule both times so far. Hopefully this weekend it will be third times the charm that we get our table delivered. I will not be ordering anything from The Great Escape ever again.

Everyone here is very helpful with any pool or hut tub related need!

People complain too much,I got my pool table from here. People were friendly the installation was quick. They respected the fact that it was a present and where trying to be quiet and fast. I would go back for anything else.

Frank is always very helpful and knowledgable for all of my hot tub and pool needs. He is one I can always count on and I specifically go back to this location because of him.

Great selection and nice outdoor furniture selection. Service was good too

Always friendly and helpful. Great service

Wasn’t able to purchase the umbrella we specifically went into the store to buy. Staff was rude and unhelpful. My advice, shop online and not from Great Escape .

The store was clean, but the sales staff are way too pushy and wouldnt leave us alone to browse. Prices are high in comparison to some of their competitors.

Great service at a fair price!

Staff was super nice and helpful even though we were only getting a couple small things

Helpful and knowledgable staff, good prices for pool chemicals but the furniture is high end and high price...

Top of the line pool, hot tub, and furniture collections. Great, dedicated service

Unreal prices for the coolest product. Super friendly staff.

Very helpful

Great store go to Frank, he is the best!

Excellent Service & Friendly Staff! :)

Great pool store, very helpful employees!

Excellent customer service!

Friendly service.

Horrible experience, Ill NEVER!!!! go back

I walked into the store ready to purchase a $4,000 plus dollar pool table to replace the one I had that was lost due to a flood.when i walked in the store not one employee welcomed me, i was looking at their pool table selection and not one employee on site and no one approached me to ask if i needed help.The one employee that passed by me only stared at me as I said HI to him and he did not even respond he just looked and kept on walking.I honestly felt discriminated, i will never shop here and they also lost a $4,000 sale.

Friendly staff, always has what we need.