Regret. That's all I feel about my purchase of a hot tub here. It hasn't even been set up yet. The company delivered the hot tub on February 22, but an ice storm had just begun and they didn't think they could get it to the back yard. They asked if they could put it in my garage and come back later to move it to the back yard, and we were absolutely fine with that. It wasn't worth someone getting hurt. The first available date they had to come and put it in the back yard was March 4, 10 days later. Disappointing, but ok. We received a call the day before stating the delivery window was between 9am-12pm on the 4th. Perfect. We hired an electrician to come out the next day, a Sunday, because we couldn't wait to use the hot tub. We anxiously awaited the crew's arrival on Saturday. At 11:50 we hadn't heard anything from them. My husband found the number he received a call from on February 22 and called it. No answer. I called the store a little after noon. I was told the crew called at 9:17am this morning and we didn't answer. I was also told the crew had been at my house at that time. We had no missed calls. There was no voicemail left. No text message was sent. No second attempt made. Nobody knocked on my door. I have three dogs who would have gone crazy. Regrettably, I lost my mind on the regional manager, Tim, when he basically told me they tried to call, so we were out of luck. He insinuated that I was lying when I said our phone never rang. Since Tim had difficulty believing our phone never rang, he was provided with Verizon Wireless call history screen shots. Tim called us back later and the hot tub is now scheduled to be moved to the backyard on Thursday. I'll believe it when I see it. It sure is an expensive thing to just look at sitting in my garage. If you want customer service after your purchase, I wouldn't buy from this store. There was another store we considered purchasing from that had superb customer service, but the brand of hot tubs they carry isn't as good. I would have taken the lesser tub for better customer service. Lesson learned.

We have had our Jacuzzi for a few days now. We went to The Great Escape in Gurnee to look at hot tubs. We wanted a good brand name tub with a good warranty. Our sales associate was very knowledgeable about all of their products. We decided on the Jacuzzi due to price and quality. The tub was delivered two weeks after our purchase which met our expectations. The delivery team was very efficient. They called first and arrived on time. Total set up took about 30 mins. We were very satisfied with our experience at The Great Escape.

The only reason I gave one star is That there was no option to give 0. I believe the Great escape trains the salesman to be highly agitating. I should have know better than to go back to the great escape for parts after such a horrible experience after buying our Jacuzzi j365. But after 10 years the mind Fades, and after all the store does have a nice selection of outdoor furniture and spas! You see my reason for a poor rating is after explaining our issue with the diverted valve, and missing head cushions, the salesman stated "I can't help you, we don't do that here" <---thats not a joke or an exaggeration! I guess it's just a very poor choice of words and inflection. No Apology for the stores lack of service for the equipment, nothing but snippy attitude. Now I hear ya ! why don't you go to the store manager with your complaint! Well the store manager 10yrs ago was also our salesman back then ! Now I don't know if the man is still there but I still recognize the after the sale attitude. So see you later Great Escape our business went elsewhere.

Very happy with my recent purchases. Bought a hot tub, and some patriotic furniture. I used Scott and he was very helpful. Tim also helped out with financing and I am very happy with what we got.

We were given tons of useful information (what's in stock, lead time, available options etc.) that helped us make a decision on the spot to move forward with the purchase of a new hot tub (which we had been dragging our feet on). Super helpful, painless process!

I bought a Jacuzzi for the reasonable price and supposed quality of the brand , after 3 days after filling the spa it shut down and wouldn't work anymore , we didn't even get to use it and the service department is gonna take over a week to even send a service tech out. Really disappointed with something that we haven’t been able to use!!!!

The salespeople were very helpful with helping me get all my spa products and educating me on what I needed. Great explanation of the difference between chlorine and bromide. They are a very knowledgeable and nice group and I continue to go back for all my spa and outdoor living needs.

We were impressed with the entire process. Our guy John Wisch was professional, courteous and not pushy at all. Excited to receive our patio set!!

Every customer service worker has always beeb helpful and attentive in person or over the phone!

John was extremely helpful. We came in with basically no hot tub knowledge, and he took the time to educate us and show us our options. He is very knowledgeable about different brands, features, and maintenance. He quoted us a price and I came back later that day to buy it!

John, our sales guy was informative & was accessible to us without hovering. He walked us through the various options as to their costs, which made for easier decisions. Best of all we’ll be getting our patio furniture in less than two weeks. A good shopping experience.

Could not be happier with our experience. Tim and John patiently answered all of our questions with regard to multiple models and manufacturers. It was a great low pressure sales environment. After our purchase they even managed to pull in the delivery date when someone else cancelled. We have ordered product from Tim and John multiple times over the years and will continue to do so. Great product and great people!