I had a great experience. Mike was my sales person and he was fantastic. My pool table had a long back order but Mike kept me informed and called me when it came in to set up the install. The installers did a great job also. I couldnt be happier.

Steve has been amazing! He is extremely knowledgeable and has answered every question/email I have had, which has been a lot! He is very responsive, timely and professional! He has made our pool purchase super easy and is always there to answer any questions/concerns we might have! We highly recommend Steve and the DG Great escape!

A big thank you to the sales and customer service provided by Evan and Mike! I had a complex issue with an older pool part of mine, and they took the time to explore my options and ultimately resolve it. I got home and installed the new part, and it works beautifully. I appreciate their knowledge, patience and pleasant attitude. I will definitely shop there again!

Salesman was knowledgeable, enthusiastic and understanding of our needs and desires. He didnt try to sell us but instead listened and directed us to the best fit. He answered all questions without hurry and with patience. Overall it was a very pleasant experience and I will gladly offer my business going forward to your establishment.

Bought our first spa/hot tub at the great escape. Evan was extremely helpful. He made the process very easy and answered all our questions. He is a true asset to your team. I never felt pressured or steered toward a certain product. Evan was knowledgeable regarding al products. I would come back for other products due to my very positive experience.

I am very happy with our hot tub from Great Escape!We love our hot tub so far but still waiting for warm water to jump in! Mike was awesome as our Sales person, Steve was wonderful every time I called for help, the gals at the front were always helpful and nice and delivery guys were really great and helped us through the beginning stage! Excellent customer service and everyone is very nice and helpful! I highly recommend the Great Escape in Downers Grove!

I have been going here for years. I am always able to find what I need and the staff is so helpful. Steve is very knowledgeable and always willing to help find what I need. Highly recommend it for all your pool needs.

The Great Escape is definitely my go to store for patio and front porch design. The Downers Grove location is exceptional. I worked with salesman Steve Borque. I am in a wheelchair and Steve was able to show me the exact products which fit my needs. The order was placed and Steve set up a quick delivery date so my patio furniture and front porch furniture will be delivered and set up before a birthday party at my house for my nephews!

My order was handled so poorly that Im actually looking into filing a lawsuit against the company. I incurred costs making modifications to find out from employees at other Great Escape Locations that my item I had been waiting for was never ordered. After being put off and assured it was in and on its way by the staff at Downers Grove multiple if not dozens of times over months of time, had I relied on the Downers Grove staff, Id be waiting forever. I will be seeking relief and my attorney will be introducing himself soon.

The service and experience was amazing. Steve was very accommodating on our request for a new massage chair. Thanks so much!

Great place to shop for a pool. You definitely wont be disappointed. They are very informative and will to work with your needs. I especially felt Evan (an employee) did above and beyond with his customer service. I will be back in the future!

The Great Escape in Downers Grove Illinois were the most helpful of all the places we had checked out. Our pool collapsed last year and we needed to replace it. We went there and the salesman that helped us new his products and ask us questions. Based on the information our salesman found us the perfect product. Told us when it would be delivered, and gave us his name and number in case we had any problems. I highly recommend the Downers Grove Great Escape

They Always Have What I Need.

Great initial experience with knowledgeable and friendly staff.

We had a great experience at The Great Escape Downers Grove. We were undecided walking in the door. Steve was very helpful. He was very knowledgeable and honest. I felt very confident making a decision about our pool purchase.

Staff was very helpful. Thanks.

Purchased a pool with Steve and he couldnt of been a nicer guy and awesome to deal with. Found out afterwards the pool wouldnt work with the house but he made the process easy, I had fun dealing with him, and his customer service was top notch. If I ever need anything from TGE I am going straight to him!

Whether if its in the middle of pool season or the during winter we always have a great experience here. The seasoned staff is very knowledgeable and resourceful and always steer us in the right direction of what we need.

Great experience as usual. I have made several purchases from the Downers Grove store. They have a great selection of bar stools and the sales staff is always extremely helpful.

Great experience! Steve was very knowledgeable and answered all of our questions!

This store is horrible! We got our pool from this location and have been in there many times and no one is ever useful or friendly. It’s so frustrating.

Mike was great from beginning to the very end! Not only did he answer all of our questions since we were first time pool owners, but he was incredibly honest and took his time when helping us out. I got the best deal versus other stores and was happy with my purchase. Highly recommend!

I am sending compliments to Downers Grove Store Manager, Steve. He is knowledgable and took time to inform us about pools. Our pool was held until the following year, and Steve was easy to work with on the spring install. We had a couple of mishaps, but Steve resolved all issues efficiently with our installer. He provides great customer service and returns our calls.

Bought my pool there 3 years ago. My kids have had nothing but fun in the summers. Awesome for pool and outdoor supplies too!

Great experience at the great escape! They make you feel at ease.

Great service makes all the difference. Shopping these days. Mike was great and helped us find the best solution for our patio needs. He was really helpful.

Staff here is just top notch! Knowledgeable and patience in answering all questions. Our experience was outstanding. Our sales rep was EXTREMELY knowledgeable and personable and answered all our questions as well as gave us answers to questions that we didnt think to ask.

After visiting the oakbrook location in need of a sauna and not finding much help at all by any of the salesmen working, I decided to head home. Still desperate for a sauna I decided to call the downers grove location and I’m thankful I did! I had the pleasure of getting a hold of the salesman named Mike, I’ve worked plenty of customer service gigs and in my professional opinion this man is top of the class in all departments. He checked the company and seen the model I needed was sold out (which is what the other guys told me at the oakbrook location). What the other salesman’s didn’t inform me of was that there was a small batch coming in December and that I could “preorder” a unit to secure one, not only that a few weeks later the price increased! Even though I am still waiting for my unit, mike has been in contact back and forth with me every week giving me updates on the unit. Mike is the best ! 5 stars for him

If you want good customer service, go somewhere else— like the Joliet location. Even though there were 4 employees sitting at the front and a only few customers, no one greeted, was attentive or even asked if we need help. After I walked to the front to ask for help, the young woman who, I am assuming is the daughter of an owner, checked me out proceeded to respond to Snapchats on her phone while checking me out. Not fun.

We recently had an experience in which a driver drove through our backyard fence and through our pool wall, ultimately destroying our above-ground pool and deck. There were no injuries to the driver or my family, but my yard was a disaster. I needed to provide replacement cost information for my insurance company, and since we had purchased our original pool at The Great Escape, I called them for help. I was fortunate to speak with salesman, Mike Spatafora, and with a series of simple phone calls with Mike, I not only had the information for my insurance company, but a replacement pool, and a date for installation of it. Mike Spatafora took care of every detail! He truly went the extra mile during a very stressful situation to make sure I didnt have to worry about a thing. Now I can look out my window and see a beautiful new pool! I hope The Great Escape knows what an asset they have in their employee, Mike Spatafora, and to anyone looking to buy a pool, my advice to you would be to go see Mike at The Great Escape in Downers Grove! Hes the Best!

Ordered a pool heater a week ago, gave them a deposit was supposed to get a return phone call with answers to some delivery and technical questions ........still waiting for that return call.

Went in to get help with pool parts needed.. very little help..basically said we dont have that...I was attempting to explain my issue and was told show me pictures..and I said exactly what my issue was.. no help..didnt care to help..first and last time i will visit your store...Side note:zero masks by employees..yet customers had masks on...fail

Its a great store, although its pretty pricey. They have what you want, but they wont give it away. I go there for pool supplies, which are always top quality. But they also have an extensive collection of high-end outdoor furniture. Pool tables, exercise equipment, etc.

I purchased a pool from The Great Escape (Downers Grove, Il.) two years ago. The service was suspect then (no follow up, bad communication), it is worse now. I called yesterday at 11:00 a.m. for a part for my pool, I was told the salesmen were too busy to speak to me and I should leave my number and theyd call me back. They never called. I called again today at 11:15 and was told I probably wont get a call back, theyre too busy. The blatant lack of customer service is unbelievable. The only time you will get any customer service is when youre handing over your money. There will be no such service afterwards. Buyer beware.

They are wealth of information. I met the owner today, he was very kind and knowledgeable.

Well they got me a pool and Mike was awesome well put up a pic when it installed . Very nice people and so reccomend..

Embed reviewEdit review1.0 star rating 1/15/2019Extremely disappointed with customer service and sales person. We purchased a hot tub from them but they did not inform us about all the necessary items that are needed to install the hot tub. I.e. even though we specifically asked them if there any permits needed to install the hot tub they told us that no permits are needed for an hot tub installation. We just need an electrician to install the hot tub. Later on we found out that in all towns and villages of Illinois you need to have a permit for the hot tub and electrical installation adding over $300 to the hot tub price. They also did not mention that most likely we need to upgrade our electricity system to 200 Amp even though we asked them specifically how the electrical system installation works. Since we did not have enough power and room on our electric panel the upgrade to 200 Amp added another $2000 to the hot tub installation. Furthermore at the time they delivered the hot tub they did not install the lift system that we bought claiming they can not install the lift yet because we still needed to finish the deck around the hot tub. Thereby the Delivery guy told us that is no problem. We paid for the installation and they just will come back after the deck is finished. When I called them to do the installation later they told me they would charge me $120 for the installation and what the guy told us (even though he is an agent of The Great Escape) was not true. I guess you cannot trust neither the Sales guys nor the Delivery guys of this company. They just want the quick Sale and dont have their customer satisfaction in mind. I therefore strongly recommend buy from somebody else.

Was having a difficult time finding a solar cover for my above ground pool. Called TGE in Bridgeview and they said they had four in stock so my husband and I drove to get it. By the time we arrived (30 min later) they had shipped them out. Frustrated, I called The Great Escape in Downers Grove and spoke to Stephen. I explained my situation, so he had someone physically check stock and had it waiting for me at the front desk. Once we arrived, Stephen was very nice and asked where we lived, when I said Chicago he gave us a 10% discount for our inconvenience. Its really hard now a days to get great customer service, so thank you Stephen for all your help.

Great store! A+ Customer Service! Worked with Mike Spatafora for buying a new patio set. He was very friendly and very knowledgeable about the products. This store is a little drive for me but it is worth it. I will be shopping there again - without a doubt.

Steve is the reason I will keep coming back to the Great Escape! He gives the best customer service when I need help on maintaining my hot tub. I live in Chicago but still come all the way out here because their customer service can’t be beat!

My husband and I went to the Downers Grove store yesterday and had a great experience. Everyone was friendly and helpful. Mike the salesman went way beyond what we expected.. We had a great experience there.

The product and value is good. The level of professionalism is surprisingly bad. No follow up, bad communication, messages not returned. Over all terrible organization and lack of customer service. Youd think that you would get better service especially considering the large dollar amount spent purchasing a pool. The installation was done correctly, but not clean. They left everything... dirt, boxes, skids and any landscaping damaged is not their responsibility. If it wasnt for myself being extremely persistent asking questions, Id have been completely in the dark. Over all very stressful experience.

The manager, Steve, was rude and ignorant to me!! While buying a vacuum brush, there was only 1 price on 2 different models and several different hooks. There was a clear blue model marked $7.99. We figured it was more expensive but it was the only one marked. When we got to the register, it came up $19.99. I said it was marked $7.99. He said that is the solid white one. I said, ok, I will go back and get the white one. When I went back there, I snapped a picture with my phone just to show him so he didnt think I was lying. He snapped back at me, Well, I cant sell it to you for that price! I calmly replied, I didnt ask you to. I also said I just showed you so you can change it! And again he barked, Im not selling it to you for that price!!!!! Now I am not happy about being spoken to in that tone when I have done NOTHING wrong!! I said, I just told you so you can change it! He said, WE WILL in a very condescending tone! I have a feeling it wont be changed! If anyone goes in, check it out! False advertising hoping we as the consumer wont notice!! Shameful!! Disgraceful! So happy this isnt our regular Great Escape!!

No one wants to help you! Walked in to employees playing on their cellphones. One person on a call asked if we needed help. He didnt bother getting up though. My husband had to ask someone to get off their phones and help us in the back. Was belittled by the man who decided to answer my questions. Worst customer service Ive ever had in a store. No wonder I never see anyone in there!

Had a great experience thanks to Mike Spatafora! His knowledge was surprising and he was willing to look up whatever he did not know. He was very patient and not in a rush for us to decide which patio set fit our needs. Will be back and asking for Mike. Thank you again!

Had a great experience with salesman, mike. Very happy with the bar chairs I purchased! Will definitely be returning for my new living room set!

My favorite pool place. People there are very helpful too.

We had a bad experience with Steve from the Downers Grove Store.

The sales team does an excellent job of taking your order (ie encouraging you to buy their product) but they do a HORRIBLE job of fulfilling the order. Had multiple deliveries of damaged goods and missing parts. The sales person was useless in trying to rapidly correct the problem - it falls on you to make the requisite calls and make the follow ups. There is a reason why some people call this place The Great MISTAKE.The real annoying thing is I called another store and was told point blank I dont have time to help you because there are 12 people in the store. You would think a store with knowledge of customer service would at least offer a call back.

Very nice people Mike was awesome

I tried to buy patio furniture! The first and second delivery attempts had defective merchandise (stains on fabric of the chairs). The third attempt I received a call from the trucking company saying the store didnt release the merchandise. Very disappointed. Wasted 1/2 month waiting for it and now have to start shopping all over again. Elsewhere.

Why didnt I believe people when they called this place The Great Mistake. They were right, it was a HUGE HUGE mistake buying my pool from them. The WORST service and outright customer disrespect Ive ever experienced. STAY AWAY.It all started with installation. Their installers (A&J Recreational) broke the fittings on the pump when they installed it, which I didnt find out until we filled the pool and found water spraying out of the pump. I called Great Escape and immediately got attitude. Apparently if you have any issues, its your fault for shopping in their store.I pushed on them to get someone to come look at it, and sure enough, the sales guy who came out told me their installers installed it wrong which broke it and they had to replace the ENTIRE pump. They told me the installers would be out that night or in the morning. When the installers never showed up, I called A&J Recreational directly and they told me that Great Escape never told them to come out. WHAT?!So when the installers finally DID come out, they hooked everything up and told me they were going to leave the pump running. Great. Fast forward 10 hours later and I come out to check the pool at 10 pm at night and realize the pump is making a horrible rattling sound. Obviously something is wrong. I open up the skimmer basket to check and find that the water inside is BOILING. After some internet searching I find out that this means the pump was running dry the whole day and is RUINED. I couldnt figure out how until I noticed that there was NO water coming out of the return jet. I look down and realize the installer never opened the chlorinator valve, so my pump was running ALL DAY without being able to pass water through. WHY would the guy turn on the pump and not make sure water is coming out the jet? Total incompetence. I call Great Escape again, the sales guy Steve (who sold me the pool) wont even let me talk. He interrupts me the whole time, tells me Im wrong, (he hasnt even heard what the problem is yet), tells me that its water under the bridge (um, NO its not, the problem isnt solved) and flat out tells me that Ive been difficult since we purchased the pool, etc, etc. He will not take any responsibility for his installers ruining TWO pool pumps and just keeps talking over me. I finally got him to agree to order a new pump but he wont tell me when it will be in and wont tell me when hell call me back with more details.We spent $5,600 in this store and this is how they treated us. Save yourself a hassle and Steves huge attitude problem, buy from ANYONE but them.

Mike Spatafora was my salesman. I called the day before and discuss models they had in stock for couches and billiards. I visited them on a Saturday, shopped around with Mike for a while, discussed a few options and I am extremely happy with the decisions I made. My basement is full of toys for the kids and I (e.g. couches, pool table and ping pong).

Excellent selection, knowledgeable employees. Store is clean and always has what I need. :)

Ive been dealing with Mike I believe he is the store manager and so far his been great, was going to buy a nice patio set worth 5K on sale for 1K but he notice he didnt have the end table and right away he call me to let me know he didnt have it but right away he call a different store that have it and place the order on my behalf, Im supposed to get the set on Saturday. Thank you again Mike.

So, every time I go into TGE, the folks that work there are very helpful. Thats a given for us. Well, the deep freeze of this past winter caused a huge non-repairable tear in our 1-year old pool liner that cause 1/3 of pool water to leak out. The manager of TGE was kind enough to provide a free replacement filter very quickly once discovered and hooked me up with AJ Recreational who dispatched very soon after to perform a great replacement. TGE turned a really bad experience into a great positive for us. We are so pleased.

We went in specifically for a pool table. Mike helped us above and beyond what we were expecting service wise. And the sales they have going on right now are excellent.

MikeWas great to work with he went thru ever detail of the pool and the options. Could not be happier with the product and the service we received.

Find another place. Rude and unprofessional

Helpful staff. Always leave with what we came for.

Do not go to this location! They are uninterested in helping you, or gaining your business. I went in to get my slings (fabric) replaced for Belden patio set. The first person I encountered was on the phone (personal call). When he finished his phone call he asked if he could help, and proceeded to pawn me off on any other salesman he could find. Both of the salesmen actually told me they were Too Busy. They originally told me to go to the Joliet location. Thanks, that is where I will take my business.

Not a great place to buy an in ground basketball hoop. Not reliable at all.

I talked to Mike on patio furniture, It seemed that Mike was more concerned on selling the product and not helping me . He is a vacuum cleaner for my wallet. very pushy

If you dont know what chemicals you need for pool start up dont go here. They upsell you a lot of extra stuff and are always out of kits. They will take advantage of anyone who just got their pool.

Beats online prices for pool / hottub chemicals

Great shop with excellent services.

Ass of a place and the owner is a racist, go somewhere else if your looking to shop here or a whole other location

Just chemicals

Prices rather high.