Excellent Customer Service from sale to post delivery. Ordered Hot Tub and Salesman called us periodically to let us know delivery status. Delivery was on time and delivery team was patient and very helpful in placing in my hard to reach patio. We did have a small leak in the tub, called next day and they had a Service Tech here same day. Diagnosed the leak and was back the following day to repair. Please know we are 50 miles away from the store.
The great Escape is wonderful when it comes to salesmanship. They bend over backwards to get you the product you want, and get it installed. Unfortunately, that's where the customer service ends. They have one service person to deal with any and all issues related to service, repair or warranty. If he is unavailable, you wait. Even when you have a scheduled appointment for a warranty repair, as I did two days ago, he fails to show up and you get no phone call or notification as to why, or when he might reschedule. When you call the store, all they will do is take a message and tell you he will get back to you. I am beyond frustrated. I have had several problems with this hot tub that weren't covered by warranty, unfortunately, so in the past I have just used Fox Service, because they are professional, responsive and very customer friendly. Unfortunately, this time, since it is a pump failure which is covered under warranty, I am forced to deal with Great Escape. I paid over $10K for this unit, and you think they would be interested in my possible future business for other products. Apparently not!
We have had two major purchases, in the last two years, from The Great Escape, Peoria. Our salesman on both occasions has been Patrick. He's awesome! Last year we purchased a large above ground pool. He was knowledgeable, professional, courteous, and prompt. This year, we purchased a hot tub. Same experience, and we asked for him by name. I've been in intermittently purchasing supplies when needed. Again, Patrick is great. Our hot tub was delivered last week, and we couldn't get it to power up. Spoke with their technician, and he was professional, courteous, and knew the problem from the beginning. I took his advice, went home, and it worked! We've had nothing but a great experience! We will be back up in the next couple of weeks for pool toys. We, like another customer, live over 50+ miles away. I wouldn't go anywhere else!
Friendly service. Good selection of pools and pool supplies. Reasonably priced. Will match prices of online pool suppliers if you ask them.
Amazing customer service. Regardless of making a purchase on the spot or trying to learn about pools and spas, very helpful and professional. Always willing to work with people and respectful, not just trying to make a sale. All staff was friendly and courteous. Sales rep I had was Patrick Fitzgerald, from beginning to end great pleasant experience. I have recommended him to all my contacts from the Bloomington area where I'm from. 5 stars plus for great escape peoria!
The Great Escape is a US Furniture Store based in Peoria, Illinois. The Great Escape is located at 5000 West Holiday Drive, Peoria, IL 61615, USA.
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