Great service. 100% focused on what I needed! Got my products and got me out of there quickly! The young lady who helped me was very knowledgeable even though she was a newer employee. What a sweet kid too! Thanks you g lady.

My fiancé and I walked into the store at 7pm. The cashier stood at the register and informed us we couldn’t be In The store without mask on. There was no one I could see shopping In The giant store. My fiancé and I turned around and left and let the cashier know I will just order my filter off Amazon. It’s cheaper there anyways but I was trying to shop local but I will not be told I have to wear a mask.

After reading all the terrible reviews and seeing how many the manager Jerry or jimmi has I cannot understand how he is in the position, no customer service skills. We’ve spent hundreds of dollars here, the ONE time we return (we have the receipt and within the time frame) he gives us the hardest time to get our money back and refused. The product DIDNT work and then he accuses us of using it for a one time purpose. Like really ? If it would of worked we would of kept it but it didnt. He makes us not want to come back at all. The photo below was the policy posted at the register ( we did not purchase any cleaner or chemicals, so we should get our refund right ?? Well NO he then goes out of his way to tell us some bogus online policy even though we did not purchase this online. And when confronted about it he just walks away, terrible service.

Went in looking for a support foot for my wedding cake ladder that is no longer produced. I only needed one and did not want to buy a new ladder. Holly went beyond expectations and found the only one they had left in the back storeroom. I am very impressed with her customer service and the willingness to go above and beyond expectations! Great job Holly!!

It was great! Shawn was very helpful from my initial phone call through our entire sales experience. He was very knowledgeable and straightforward which is rare in a salesperson.

The team is helpful and knows how to handle any chemical related pool issues we have had. Recently we also had great customer service from Megan when she helped us with the purchase of a cantilever umbrella and base.

Staff was reasonably pleasant, although when walking into the Ladies room, I saw a manager smoking a cigar inside and could definitely smell it. Even one of my kids saw and smelled it. Bathroom - more gross and disgusting than an abandoned truck stop. Sinks were just as gross.

My husband and I were very happy working with Jerry to find and purchase our very first hot tub. We have our new deck going in now and wanted to purchase a hot tub that could be delivered around the completion of the deck. Jerry explained which tubs met that requirement and then explained the specifics of each tub. We made a large purchase that day and walked out of the store excited for our delivery in a few weeks!

When I purchased my pool this year from The Great Escape Peoria location, they recommended having their subcontractor, Bureau County Pool Builders, install it, this was a terrible mistake. I had nothing but problems with Bureau County Pool Builders including excavation amount, the numerous piles of dirt scattered around, not being it is my responsibility to backfill around the pool and removal of all excess dirty prior, the pump not being installed close enough to the outlet I specifically had installed for the pool, the pump leaking around two seams, hose clamps coming off and water spraying against the side of my pool, too much excess hose that it is causes kinks, and the lack of response from the company. Since encountering all of these problems I decided to call and inform the manager, Jerry, at The Great Escapes in Peoria of all the issues I was facing with the company they recommended. Jerry was not sympathetic at all, he made excuses for them, and even at one point yelled at me because he could not hear my response until I yelled back at him. He did apologize and stated he would call Bureau County Pool Builders, however by this time I was fed up! I also noticed I did not receive a pool pole (for cleaning) in my pallet with all my other pool items and equipment. So I went into the store to purchase one, the sales person was surprised that I had not receive one and looked at my invoice, the invoice stated that I should have received one. The sales person stated that this happens, a lot of times the pole does not on with the pallet so they take one off of the floor stock. They did give me a pole for free, however I feel that I should not have had to go through that. I am giving this rating 2 stars only because the sales person made it right by giving me the pole at no extra cost, and because the staff has always been very helpful and knowledgeable.

I had a pleasant shopping experience at Great Escape last Saturday. Jimmy was knowledgeable and understood all my questions in purchasing a hot tub. Im anxious to feel those warm jets on my back soon! Thanks Great Escape

We had a great experience. Went in to purchase a pool and spa to upgrade our old ones. It was fast and easy. The gentleman made it fun! Every time we’ve been to the store we’ve had a great experience.

I bought my pool in April and still waiting for it to be installed. I was first assigned to BCPB but they wanted me to cut down my vinyl fence so they could get their equipment in the backyard which I declined to do. They called and left voicemails harrasing me saying to take their name off the pool permit which they were never on it. My husband also had to yell at the guy to stop texting and to leave the property. BCPB does not conduct their business in a professional manner at all. I am currently working with JJ installations. Waiting for them to call me back to find out whats going on as the lady at the front desk could not find me on the list. I wish I would have bought the pool through a different company. I have not had the greatest experience working with Great Escape.

We walked in to look at pools were shown them instantly and was given complete information on all of them. We then decided which one would serve our purpose and proceeded to check out for our new pool. Gentleman was polite and full of information speedy check out! Will recommend to all our friends 🙂 Cant wait till it comes in to pick up then get it installed in early June!

Sales associates are always available but they aren’t hovering over you. Great place to furnish your rec room and theater furniture.

Just walk around the whole store not one person asked can help u. Also no one was in store really so sad

I went in looking for something. I was greeted and offered assistance by a friendly associate. I will come back in the future.

Jerry and his staff have been very helpful as I learn how to regulate the chemicals in this new hot tub.

The Great Escape was perfect for grabbing our jacuzzi chemicals. They offer water testing, and their employees have always been friendly and helpful to help diagnose what we need to add with out water. We find the prices are very similar to those that are on Amazon; no overcharging.

Great service from Shawn with the hot tub and pool and great service from Taylor with the fire pit and furniture.... awesome folks... it was a hard year for everyone with Covid-19... and they handled it very well... appreciate both of you and your eagerness to make the customer happy and satisfied We will be back... Bob

Great salesman..not only price matched but did better..I had a multitude of questions and the ones the sales rep didn’t know the answers to he got answers online..GREAT JOB Great Escape

They were friendly and informative.

Very low certain pool supplies, staff always very helpful

Megan was very helpful answered all our questions, this is our 2nd time in, anxious for our new furniture to come!

Jerry was awesome! Cant wait for my pool!!

The Great Escape provided a miserable experience for their customers this year and I for one will never return for anything. With travel plans out for the summer of 2020 we, like many, headed to the store for a pool in May. Jerry, the salesman, showed us one and only one pool, stating I can get you this pool by June10 and installed a week or 2 later. Everything else will be later. We paid cash that day. The pool came in as expected and we picked it up. I called the installer and they said we were on for the end of July or early August. I called Jerry and said asked why we werent getting the pool set up as he had promised. He said he would talk to the installer and then called back to say he got us moved to mid-July. Mid-July came and I called the installer for an update on an installation date. The lady reviewed our file and said there were no notes regarding a call from Jerry. She told me The Great Escape failed to communicate with both customers and the installation company, selling 1000s of pools. They oversold and overpromised and did not verify with the installer before telling customers when they would have their pools in. I have come to the decision this was done maliciously to capitalize on the pandemic stay at home situation. They knew they were making false promises. Their communications were dishonest and when confronted with it they do not respond. Our pool was installed the last week of August, just in time to shut it down for the winter and we are completely disgusted with this company. If I could give a negative star review, I would.

Nice store. They could use more sales people.

A bit pricey, but you get what you pay for. Jerry, the store manager, is hard to read, but he is a great guy. Very accommodating and helpful. Doesnt try to sell you the most expensive item, seems you what you need. I keep going back because of the large selection and nearly everything is in stock. If its not, they can order it pretty quickly. When my filter/pump combo was loaded into my truck, some young kid did it very hastily and without much care for the item.

We have had a terrible experience with Great Escape. I called them in early May to order a pool. With the Covid issues, my call was routed to Andy, who said that he would need to check to see if we could actually get a pool. After 3 weeks of waiting & checking with him, we finally called around & found a pool at another place. However, we discovered our credit card was charged over $3200 by Great Escape for a pool we were never able to confirm! I called AND emailed Andy, asking to have the charge removed. That has not happened. I emailed the company through the website, no one responded back. I called the Peoria store, was given a number to call for Eric to take care of this, the number is disconnected. When I call the Peoria store back now, I get a voice recording. We want our money back! We have spent a lot of time dealing with an issue for a company that we have not received any services or product from. AND were having to pay interest on a bogus credit charge. We will NOT recommend Great Escape at all.

Good place but not many workers there

They have the worst customer service.I will never come back here.

Great service and the prices are very good Shawn is great to work with

Taylor helped me with the purchase of my new patio set and she was phenomenal! She took her time showing us our options and answering all of our questions making us feel like valued customers!! I would highly recommend asking for Taylor for any of your patio needs!!

5 stars! Professional, punctual, responsive, friendly!I cant say enough good things about the crew from Bureau County Pool Builders. It seems like everyone is putting in a pool this year because of the COVID, so I was prepared for a long wait for my install. Much to my delight I only had to wait about a week. I had an 18 hardside above ground pool that I had considered installing myself. After seeing how much work goes into doing it right Im extremely glad I decided to hire it done. The landscape crew showed up at 2:15 pm and they were filling the pool by 7:00, and that included digging a trench for a main drain and a 45 minute break because my brand new liner had a massive tear in it (Totally not their fault. I had that liner for 5 years and never opened the box. It was probably like that from the factory). Anyway, they did a fantastic job. 100% happy! Well worth every penny and well worth the wait!

Ordered replacement parts for robot vacuum, 10 days to ship and they shipped the wrong product. 10 days later still waiting on resolution. Ordered on our own the right part in the meantime on our own dime because we need the right part ASAP, still hasn’t shipped, no order status and app and website are of no help. I can honestly say this place is not customer service friendly not with the times at all!

This place is crazy expensive. Look at the price of an outdoor patio set and see $350, think okay not bad for the whole set only to then realize its $350 PER CHAIR plus another grand or two for the table. And Im not talking about fancy stuff. Very basic items.

We bought a Jacuzzi from The Great Escape several years ago. Overall we have had a good experience. Justin who does repair work has always been great to us.

Terrible experience. Have experienced nothing but problems. Our salesperson Jerry has failed to address our issues. Have paid two different companies to look at the 2 month old pump, both stared the pump is bad. Have given up on Great Escape and have shared my terrible experience with as many possible

Beware when purchasing pools from here! Great Escape Peoria and Davenport both contract through Bureau County Pool builders. Unfortunately all they do is Delay, Delay, Delay.... excuse after excuse. This one contractor with multiple crews can not handle all the orders within a timely fashion. We purchased our pool and scheduled on May 3, 2020. We received a build date of June 7, 2020. Every week we are told to check back on Monday and are told sorry but you are not on the schedule, maybe you’ll be on the schedule in the next two weeks. The secretary told us because of the rain over the weekend we are looking at a July 19 build date if you’re lucky. East Peoria has received less then 2” of rain since the end of May. I’ve been told that this is an ongoing issue with them being behind every summer.

Found it to be very pricy to just set furniture on a normal deck or patio. Other places offer good outdoor items at more affordable prices. They do have some unique items there though.

I want and need to thank all the employees, especially Shawn for all their help with making my pool clear again. We worked so hard to get the water clear from green swamp color. Turned out not algea but metal in my water. Great experience and super helpful team there!!!!

Customer service nightmare. Bought a basketball hoop over 2 months ago. Still dont have it. Was told it would be installed on June 8 and no one ever showed up and I never received a call. I finally called the Peoria store to find out the hoop was to be delivered on the 1st to the store but it wasnt. So they knew 7 days prior that they couldnt install it but never informed me. I was told i would get a call back 3 scallseparate occasions and Im still waiting for those . Still no hoop and still no calls. Not sure what to do next.

We purchased a pool last year and were told it would be put in April! The pool boxes are in my driveway falling apart! They have rescheduled us 7 times!!! Still NO POOL!

Nice place, friendly staff and clean store. Shawn answered all our questions and got us what we needed. I recommend this place.Nice job to you all there!

Great people here. We have been using them for over 10 years

Bought a hot tub works great even with the hot temps lately. Jerry the store manager was great knows his stuff over all great experience

Great selection of higher end products. If your looking for cheap options you might not want to purchase here but if you want high quality and are willing to pay for it you won’t be disappointed.

Good People....when things are wrong they will make it right....

Great place to shop for your outdoor and pool supplies. Very friendly staff and knowledgeable especially Shawn. If you don’t know, ask Shawn. He will help you with friendly manners.

A good friend of mine just had a pool installed. They nickle and dimed him like crazy, kept rescheduling (even promising a team would show up on Memorial Day! - they didnt) and once they were done, left him with a huge pile of sand that they didnt need all of, but made him buy anyway. Now I see why its referred to as The Great Mistake. Only one pool installer and they overcharge for everything.

They require customers to wear masks but yet their employees have their masks off their faces visiting with each other when i went in. That was after calling all day and no one answering the phones all day. I told an employee i had tried calling all day And no one answered. Mind you they were not busy. He said this is the slowest weve been all day. The employees are hateful and act like your bothering them when you have questions. They have nothing in stock so it was a wasted trip!!

I made a purchase over the phone for a pump and sand filter and a few other small items. I received a call from them stating that their computers froze and my payment didnt go through. The next day I checked my account and the full amount was pending, so I called them to make sure if I drove out there I would be good to pick up my items without being charged again and I was told yes it would be taken care of when I got there. By the time I got to the store my account now tells me its a complete transaction. This store refused to give me the items that I clearly had paid for. They even told me that they dont know if it is just a pending transaction on my account and thats why they couldnt give me the items, which isnt right since any other store I can swipe my card and it will be a pending transaction and I still get to take the items I paid for. I am currently waiting for them to talk to corporate before I can get a refund even so Im out over $600. This is not the first time Ive had issues with this store and I wont go back because of this.

Great Escape in Peoria is the best place to shop if you are looking for a pool, hot tub, or patio & game room fun items for your home. Jerry and his team make shopping for a major entertainment purchase a pleasant, no pressure experience. He is very knowledgeable and honest and will do the right thing to meet the customers needs. Highly recommended!

Great service and nice prices..

My mom and I came here looking for a patio set. We were greeted by a salesman but when we tried to ask questions he kind of kept walking. It was obvious he was just greeting not really interested in helping us. When we decided on a table it had a price listed for “a la carte” meaning it could be sold separately. Right? Wrong. We went to the register and had to wait for 5-10 min for a sales person to become available. When it was our turn the sales person said that that table was the only table that could not be sold individually in the store. It had to be sold with 4 chairs. She showed us one more option and that was it. She was one her way to help the next customer. Overall, we felt like we were not valued customers and went to Pier One and bought a set of equal value but were treated so much better by the employees. If the employees at great escape took the time to actually “sell” we could have made a purchase. Instead we felt unimportant and more of a bother to all staff involved.

I just recently purchased a pool and a patio set. First of all, it was such a pleasure doing business with Taylor Mercer and Abby Loizzo. They were very knowledgeable women and I would highly recommend going to see them! My patio furniture looks great and with my new pool coming I can not wait for summer! Thank you Great Escape I will be back time and time again!

Wonderful customer service. Very attentive to all questions and issues. Jerry is amazing! He is extremely knowledgeable and truly cares about the customer and not just trying to make a sale! ❤

Taylor was beyond helpful in my quest to find a perfect pool. I was nervous and had a million questions. She answered every question with ease. Thanks again for all your help and I cannot wait for summer now!!

Great experience shopping for a spa at the Peoria location. Abby is great 👍very helpful and knowledgeable. The owner allowed us to delay delivery for 5 weeks while we prepped our deck for the new spa! The delivery crew was on point making the task look easy raising our spa over 5.5 feet in the air to our elevated deck. The service technician was very knowledgeable about our spa answering all of my questions regarding start up, winterization techniques, and all the spa components and their functions. Seems like adding an additional well rounded service technician to the Great Escape Team may help alleviate some of the work load placed on just one technician.

We had a friendly older salesperson who wasnt pushy, but gave us the info we needed for comparing spas. The spas in stock had the options we wanted. We felt the price was reasonable compared to other area stores, and delivery was fast. I appreciated having the hot tub delivered onto our deck. That isnt something Id want to do myself for sure.

We purchased our pool package from the Peoria Location. Shawn was our salesman. He went above and beyond for us Labor Day Weekend when we were expecting about 30 people and had an issue. Great Guy!!

Very helpful

Jerry sold us our first tub and we loved it! Several years later we gave it to friends and upgraded to a Bullfrog. The home service has been awesome, solely due to one man ... Justin! He knows the problem when there is one and hes a great human on top of his wealth of knowledge! I couldnt live without my daily dunk especially when the snowballs fly and the temps dip below zero. Thanks Justin, and Jerry for getting us on the right spa!

We have had two major purchases, in the last two years, from The Great Escape, Peoria. Our salesman on both occasions has been Patrick. Hes 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. Ive been in intermittently purchasing supplies when needed. Again, Patrick is great. Our hot tub was delivered last week, and we couldnt 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! Weve 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 wouldnt go anywhere else!

Service is non existent. We bought a hot tub last spring. We were told to find somebody else to service it because they dont want to drive all the way to our house. Over the years we have made many purchases from The Great Escape. Doubt I can say that in the future. Absolutely horrendous service experience.

Jerry is the man! I was having a terrible experience with a local pool supplier who sold me on big box stores wont give you a level or service that I will. 6 weeks after taking my $5500 for pool, equipment and install, I called local store and was told youll get it when it works for us, if you dont like it, Ill drop it off in your driveway and you can deal with it. I went into The Great Escape and spoke with Jerry, told him my problems and he said come with me....he walked me over to the showroom floor, showed me a larger pool with more equipment for almost $2,000 less. I have been in several times and spoke to the big box store man Jerry and hes been super helpful every time! Dont mind driving 1.5 hours there because excellent service is delivered here!!

Not a single customer in the store and we waited 15 minutes for someone to acknowledge us.

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, thats 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 werent 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!

I just recently picked up a new patio set for my backyard! We love it and we will definitely be going back! The Great Escape has great customer service and I would highly recommend buying your pool and patio furniture from them!

My son purchased a beautiful Brunswick pool table. There was some confusion to sizing so when the table was delivered and set up he realized the next size up is what he was really wanting and thought that is what he had special ordered. In talking with Jake and Eric they gave him an excellent option to upgrade to a 8ft. They were so kind and willing to work with Jacob. Thank you guys for all your help.

Best place in central Illinois to buy a pool!! Once you buy from Jerry you make a friend for life!! You are not just a customer you feel more like family. We go there for all our pool needs and he will not just sell you something for the money!

Always helpful

Horrible place. Go in to buy a round pool liner. Tell the girls repeatedly i need a round liner. Question them when they gave me an oval liner, but they assured me it would work with my pool. Go to put the liner in and surprise it doesnt work. Call and talk to Gary the manager. Utter jerk from the minute I answer the phone. Talked down to me like I was an idiot and proceeds to tell me that I asked for an oval liner when I didnt. Its my fault because I trusted the idiots at the counter that the liner they sold me would work. Never again. Dont trust this place because they dont listen and they refuse to admit they messed up.

Do not buy a pool from here if you would like to have it installed. Manager Jerry is horrible to deal with. The worst experience

We love the Great Escape in Peoria ! They are great to work with and Jerry is the best!

This store has one yes one service tech to work on hot tubs. He is by far the worst tech in the state. And his supervisor is his best friend who will do NOTHING about him and his attitude. They both treat people with ZERO respect! And want nothing to do with WORK! I will never buy from here again. Our hot tub threw a code and drained itself empty. I was told by the tech if it was empty to turn it off so I would not hurt the tub. Now he said that it will probably not be covered under warranty due to us turning it off when it is cold outside. And it would probably be over $200 for him to drive to our house to fix it. Not including parts thats just the drive.

Thank-you, Friendly and Knowledgeable staff

Friendly service. Good selection of pools and pool supplies. Reasonably priced. Will match prices of online pool suppliers if you ask them.

We have purchased many items form the Peoria store and quality is generally good. I understand a few of the negative comments as we also bought a pool several years ago and they did not offer service when we had installation problems, and it was thier installers.We recently purchased a bar and table with 8 chairs. The sale was several thousand dollars. When the chairs were delivered they were much lower quality than ones on display, and not even same look or material. I called the manager and they said that they delivered correct ones and we should accept them. We went to store and ones on display were different than ones delivered, we pointed this out to the manager and he still argued with us. After threatening to cancel entire order he gave us the proper chairs.To add insult to injury he tried to make us feel bad by saying he lost money by giving us what we bought in the first place! The store is good but managed horrible. The Chicago locations are managed more honestly so that is where we will shop in the future.

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 Im from. 5 stars plus for great escape peoria!

I have had nothing but the best of service from the Great Escape. I bought a pool table, ping pong table, lamp, pool cue/ball holder (one that they special ordered for me) and intend to buy a pool. My sales rep is wonderful - ask for Patrick. They have a great selection and are fair in what they do.

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.

I would give them zero stars if possible also. I bought a hot tub from them and it has been slowly falling apart from about the 1 year mark. I called about a month ago and have gotten 2 apts. canceled and good luck with returned calls. I have tried calling other places to work on this tub and no one else will work on it. So today I finally got the repair guy to come to my house. He called at 945 and said he would be there within an hour. Almost 2 hours later here he comes. All the pipes on the tub are frozen now. So much for coming out a month ago when nothing was frozen. This place sucks, like most of the reviews say. Take it to heart, what you are reading in these reviews. IT ITS THE TRUTH!!! I should have paid attention to them. BUY AT YOUR OWN RISK!!!!

Was taken care of very well we bought a pool and believe we will be very happy

The Great Escape offers outstanding quality products with top-notch service and knowledge from the salespeople. We bought a patio table and chairs and are very pleased with the product and the service we received.

This is our go to pool store. Prices very reasonable. Staff helpful. Easy to get in and get out.

Good staff but disorganized pool parts displays.

Inviting and friendly staff. Recommend to stop in for anything you want

The store is great, helpful staff! Bureau County pool builders did an amazing job with our pool!

Jerry helped us with buying a hot tub and everything was done as promised including prompt delivery and competitive pricing.

Had what I needed, but no one to help me find it.

Awesome furniture and pools spread and more. A bit pricey but worth it.

I buy all my pool supplies there I have lots to offer

Had a great experience picking up a hot tub cover. Worked with Shawn and Brian

Great place to shop and do business.

Jerry loizzo and Jimmy titone two of the best stand up guys around. Ill be a repeat customer and so will everyone I talk to about pools spas and billiards!!

Good customer service

Shawn help me get my pool started this year. He is very knowledgeable and friendly.

A little pricey but great quality items.

I personally do not care for this store I think their return policy is B.S. and the staff is far from friendly or helpful if they did not carry items no one else does I would never shop there. I can not recommend this store as a good place to shop.

Friendly and professional staff. Made buying what I needed that much easier