Sundance Spas

Do not use this bissness to buy your pool. The sales members will lie to you about the warranty. They told us the pool and liener were covered but not even a year later about 10 months the liener ripped. We thought Great Escape would help but they didn't. They wouldn't back the product or warranty they sold us. Very unhappy with this company .

Been going to the Mentor store for years now, always a great experience with exceptional service. Dave goes above and beyond to help and make sure we leave happy. Highly recommend.

We really enjoy the service and quality of products at the Mentor Great Escape store. Dave and his staff do a wonderful job of making sure you find something that really fits your needs. And they stand behind what they sell and that's super valuable as a customer. AAAAAA+++++

Great selection of furniture. They took care of us extremely well. We had an order that was going on for almost 1 year. But they made good on it. The new manager took over and found out everything we were missing and got us taken care of in one day.

My wife and I traveled from Erie to visit this store. What a selection! I'm really impressed by the store as well as the employees. Charlie and his store manager Dave were awesome to work with and we can't wait for our pool to be installed! I hope the install goes as smooth as the sale!

Well a lot of bad experiences at this particular place so I'm going to share my experience with you really quick Fantastic I have been having problems finding supplies for my above ground pool ever since Covid took over our lives. Yesterday I began what I thought was going to be a long drawn out process. Finding supplies to close out my above ground pool for the winter.

It took one phone call to this location and it must have been my lucky day. I spoke to a gentleman named Ian, he couldn't have been more courteous, helpful, and outgoing. I told him what I needed and he took his time to insure I was getting everything. Our conversation ended with him assuring me he'd hold onto the supplies until I could get in there today to pick them up.

I got there bright and early and true to his word he was there and so were all the supplies I needed and we spoke about. It may seem minor but with everything that's going on these days Ian made sure I got what I needed Thanks Ian you're a shining example of what customer service is all about. I'll see you in the spring Respectfully Bob C Chicago, Il

I first went to the store in St Charles. I was ignored for almost an hour. The store in Wilmette seemed more inviting. I was helped rather quickly, but the store was empty. I was promised a delivery date of August 5. The day came and went without any notification. I called the store and was told repeatedly that the store never guaranteed an arrival date, which was not the case when I made my purchase.

My service provider, Micky, never apologized but blamed the shipping company for a glitch. "What can you do?" he said. Then, he demanded the second payment. My chairs are supposedly now arriving on one day with the table done unspecified day in the future. He said that he needed to deliver mine "before someone else takes them from under you. " I asked to talk to a manager who was more apologetic, but still blamed everyone else for the lack of notification.

He stated that the world is too crazy to predict if and when my table would arrive, promised that my delivery would be perfect, but stated that any problems would be addressed and that he's had problems with a few customers having damaged furniture and having to wait months for a replacement. I said that I had 0 trust in the company. He basically said, "well, that's too bad."

We had a few hiccups along the way with our pool installation, but Great Escape has made good on any issues that have come up. Weather was not our friend this year and supply shortages due to the pandemic did not help. Our pool is finally up and running and looking beautiful. We are very happy with the final product and our yellow lab is enjoying her upgrade from a kiddie pool. Thank you Greg and Dave for the great customer service. I highly recommend Great Escape for quality and value.

The Great Escape Mentor staff has been outstanding to work with over the past 8 months. When we purchased our pool last fall, we knew little about being pool owners. After Greg sat down with us and discussed the various options, we felt well informed and were able to make decisions that fit our needs. He is very knowledgeable, responsive and courteous and was able to make our big family purchase into an awesome experience.

Many years of memories are ahead of us and wanted to thank Greg for helping us out. Also a shoutout to Ryan, thanks for loading the ladders and basketball hoops into the car for us, he is a hard worker and we appreciate his efforts!

I have purchased many items from Great Escape. Dave has been a really good guide: I feel that he's honest and forthcoming about all issues. I love my elliptical machine, got my patio furniture on schedule, got the sauna ahead of schedule & will let you know about the spa (Sundance Optima) which is scheduled for September. Delivery and installation is excellent.

I also like that they only take a nominal deposit to place the order -- so even for a $12K spa, you are not waiting for months having already paid. That's been the case with everything I've purchased: deposit and then balance before delivery. Very fair. I'm reading negative reviews about delays during COVID, and I haven't had the experience -- so far -- of being told one thing and something else happening.

A driver for this company just crossed two lanes of traffic, ran a red light while turning left and HONKED at the cyclist trying to go bc the light was green! Corner of Irving Park and 25th St. Completely unacceptable. If they drive recklessly, what do they do in your home?

This is a tough review to write, as I completely understand the impact of COVID-19. However, what I don't understand is the lack of transparency and communication this store has provided me for the last 5 months. I ordered a custom Jacuzzi back in October. I was told 14-16 weeks. At week 14 I called and the estimate was now pushed out another 4 weeks.

After that 4 weeks, the estimated time was pushed again. I called today and the associate who answered wouldn't even provide me with an estimate. The last I heard is that Micky, the store manager, promised I'd be on the list for March delivery, still waiting to hear from him and setting myself up for disappointment again. Look, we've all been impacted by the pandemic, but being honest with people, especially customers, is what will get us to the other side of this. The pandemic is not to blame for poor customer service.

I ordered my custom Jacuzzi hot tub from Mickey at The Great Escape Wilmette on August 11. At first I was told it would take 8-10 weeks to get it. I came to understand that with the pandemic things might take longer, but I have been waiting SO long. When I called the store I was told that they have NO way of checking with the company to see the progress of my over $13,000 purchase, and that delivery was delayed due to Covid delays. Honestly I just don't understand how they can't call Jacuzzi and ask them! I am disappointed with my experience. It's been 20 weeks now. Still waiting!

Honestly, I can't say enough about the positive experience at the Mentor, Great Escape. We purchased patio furniture in October of 2020. and everything was exceptional. Dave is the MOST PATIENT person to work with, as he spent hours answering my husbands many questions. My husband typically looks all over town for the best deals and service. After our experience in 2020, we now don't even hesitate when needing to make another purchase for the deck/outdoors. Dave and the staff members are knowledgeable, patient, and very helpful.

Not one bit pushy. Very helpful and they follow through with every purchase, with suggestions and scheduling delivery, if needed. Just made another purchase, in April 2021. Dave remembered us as soon as we walked in, and gave us the same positive customer service we had in 2020. Truly appreciate a positive experience and highly recommend shopping at the Mentor, Great Escape.

The rudest salesman's I've ever seen, very disrespectful. Don't recommend this store!

I went to Great Escape to look for a fire pit table and the salesman was the rudest, nastiest man I have ever dealt with. We were both wearing our masks but I asked him to stay 6 ft as I am kind of paranoid about Covid and this was my first outing into a store. He seemed insulted. His reply, "well I'm here every day". Like he was judging me for not wanting to go out.

Then he quoted me facts about fire pits that are totally false, I have done extensive online research and when I challenged him on his "facts" he said "you know it all" and "you won't let me get close enough to talk to you so you should just go." I was not about to be "dismissed" by this a----le so I yelled, "is there anyone who would like to help me?".

Another man, came forward and very patiently did answer my questions although some of his facts were not true either. I'm just glad they didn't have the item I originally went in to see because I really didn't want to buy from them. And after reading some of these horror story reviews I am SO glad I didn't buy from them. What a disappointment they were.

And that first salesman, yikes! he needs a refresher course on customer service! Maybe the constant mask wearing has made him short tempered. Whatever it is, I sure won't go back. Can you imagine, handing over thousands of dollars to someone who yells at you? I don't think so.

Do NOT order patio furniture from this store. You would think that going in person and spending thousands of dollars on patio furniture would get you some at least decent customer service. We ordered a very nice firepit that was delivered last week. From the start, it did not work. We were able to light the fire, but the fire would not stay lit. The knob you pushed in to light the fire and keep it lit was broken.

We immediately called the store, but of course the salesperson we spoke to was skeptical and seemed to think it was our fault. He asked if we had read the manual and we pointed out that no manual had been included with the delivery. He then assured us that someone would come out Monday to fix it. Monday passes by and no one came. I called the store back and he said if I didn't hear from the service team the next day that I should call them myself. Tuesday passes with nothing.

I just called the service department now who informed me that they had no record of us needing this service. The woman then refused to schedule anything with me over the phone and told me I had to email them. What kind of customer service is this? I just can't. Edited to add: Hi Micky, the service department eventually called us back. They aren't coming until next Thursday.

You probably don't recognize my name because it was under my husband names. Thanks. Update 7/23: service guys finally came, immediately confirmed it was broken and that they needed to order new parts before they can come back and fix it! Also they then left our backyard gate open and one of our dogs got out. this whole thing has been a complete mess.

I ordered my son a basketball pole/hoop. It started off taking a month which i understood due to the pandemic clearly. As the delivery date neared, and i still had not recieved a call for installation (which i was told would happen 3-5 days prior) to delivery. I was then told it would be another 2-3 weeks (once again, never was called and would have not been told)--no apologizes, nothing.

I then was delivered the wrong size pole for the backboard i was given--the installer told me this has been happening to multiple people. This was a gift for my son, that is now 2 months late.and still dont have the correct pieces! The customer service has been terrible and nothing has been offered to correct the situation.

We just purchased a spa through Ian Miska at the Great Escape Wilmette location, for the holidays. I have to say that the level of support and expertise as it pertains to spas was impressive. I'm greatly appreciative of Ian for facilitating getting me the exact spa I wanted and equally as important in the time frame that I was hoping to achieve. Thanks for making our holiday a hot tub holiday!

Nice guys in the store, they tried to help but THE WORST service department! I was going to mail order a tub through spa depot but my wife talked me into these guys to have local " customer service". I would definitely mail order next time myself but if your not handy and need plug and play I would use someone like north shore pool and patio. I wish I looked at reviews before I bought.

My wife and I retired to our new home overlooking a pond, ready to relax and enjoy our new furniture. Unfortunatley no enjoyment and only stress in dealing with the GREAT ESCAPE. The pillow system on the out door furniture absorbs water and requires many rotations for it to drain dry. The store manager responded quickly to our request to return the merchandise with a resounding NO!

He did offer an optional pillow which is new to market and promised delivery two weeks later. Its now 30 plus days and he has gone MIA at the store, no response to several messages left for him. My daughter ordered a different set of out door furniture from another company and we have enjoyed numerous activities in her back yard. We have lost much of the summer and still cant sit in our back yard although many of our neighbors enjoy their yards. Just left another message at the store.lets see what happens? I just want a refund and the furniture picked up!

Absolutely horrible customer service from Doug. He yelled repeatedly at me within 1 minute of a phone call regarding a broken component of a hot tub cover. He is rude and intimidating. If you wish to be yelled at, demeaned, and never get any follow through.this is the store for you.

I feel like I was sold a bill of goods. I bought a hot tub and grill here spent 11,000 only to have the hot tub delivered damaged, told it was unused but upon arrival it had dirt and water stains in it which was not in the showroom when I bought the dry floor model, now that it's hooked up valves are leaking. This place is an endless nightmare and now I have to take multiple days off from work for repair men on what is a new hot tub! The only excuse I get is "don't worry it's all warrantied"! This place sucks at service and I'm regretting my jacuzzi tub!

I desperately want to like this place. Specifically, it's the only store that has a billiards-supplies section in my part of Chicago. But, sadly, I just can't. I went a few years ago to buy a cue and a case for that cue. They had some chalk, they even had some cues.but not much of a selection at all I ended up leaving empty-handed and going online. Today, I needed a chalk holder, since mine got lost.

You know, one of those stick-things that has chalk attached to it that you can shove in your waistband? Super handy. Also - super absent from the store. One of the most basic pool-playing supplies.and they don't have it. The gentleman who helped me said that they used to carry it, but don't anymore. My advice? Just get rid of your billiards section.

If you don't want to have the basic supplies for it, just get rid of the section as a whole and focus on your core business (which I think is hot tubs and playsets?). Billiards doesn't even make sense, since the rest of the inventory is "stuff for outdoors."

The Great Escape in Willmette has a very impressive line of high end hot tubs for purchase. The problem is that once I purchased the tub, everything went downhill from there. Doug, the manager, was very eager to make the sale, but was very disappointing thereafter. Once the tub was purchased, I was directed to contact the delivery service part of the company.

There is very little communication between the delivery unit and the sales unit. It was very difficult to get through to Samantha (the person in charge of scheduling deliveries) but she eventually called me back and we agreed on a time for delivery. The hot tub was delivered within the window of time that was stated, but not placed in the correct position despite the fact that I had sent over detailed drawings with regards to its placement. Further, I paid extra for an arm to retract the hot tub cover which was not attached.

When I called Doug at the store, he basically told me it was my problem and that I would need to contact the delivery man on my own and he couldn't help me. I was shocked! It would seem to me that a big part of this business is customer service. Doug, the manager at the store, should certainly understand this. However, ALL he cares about is getting his money.

After that, it seems he could care less. It would seem to me that an appropriate response from Doug should have been "let me call the delivery guy and we'll get someone out there to make it right". Rather, I was told it was my responsibility. I am sure there are some good salespeople at this Great Escape; Doug just isn't one of them.

Buying a hot tub is pretty much as stressful as car shopping. Which makes some sense, considering a new hot tub can cost more than a used car or truck. I went to three places around town that had tubs setup to demo, and left unimpressed with the sales folks -- other than Doug at the Great Escape. Doug was, frankly, one of the best sales folks I've ever dealt with- and I generally hate dealing with sales people.

The first thing he did was take us through the offerings they had in the store- starting at the low end and working our way up until we cried uncle. Once we honed in on a range, Doug was helpful and knowledgeable, and answered questions without either being condescending or applying any high pressure tactics. Hot Tubs are one of those things where the price is never posted on the website, or clearly marked in the store, and always on sale, or some kind of promo- basically there is some level of obfuscation built into the process, which is kinda lame.

After getting some literature and a firm price quote, I was able to go home and do some digging and saw that it compared very favorably to prices others had paid or been quoted. The only other bit keeping the review at 4 stars instead of 5 were some delivery hiccups- my original date was missed due to warehouse/damage issue, and on the second attempt they arrived a little later than the agreed upon window (and left the packaging in my alley instead of taking it back offsite on their truck).

But anyhow, if you are in the market for nice hot tub, I highly encourage you to go talk to Doug. He's real good at his job, and we're loving our tub. (Hopefully we don't need to see how the after sales service and support is needed for years to come).

Do not buy a pool here. I found an above ground pool online for $1200 and Ian talked me into paying $2400 which included installation. The installers charged $330 extra for materials and then left 5 cubic yards of soil and sod piled in my yard. I had to pay $150 to have it hauled away. They didn't roll the liner which showed over 8 inches around the pool perimeter and left at least two feet of soil piled 6-8 inches high around the perimeter of the pool.

They didn't break down the boxes and left all the operating instructions and CDs in the garbage. The also left sand residue all over the driveway. Their work was subpar and unprofessional and their attitudes were arrogant. If you want to be nickeled and dimed to death, would love to pay jerks to destroy your yard, and like to feel scammed, then buy a pool from the Great Escape. REPLY to Micky S.: Yes, it is true that I spoke to Ian and he sent the installers back out.

They did a fair job remedying the schlocky work. And for my trouble, Ian did give me a free $9.99 bottle of chemicals, but let me continue. If a pool is listed at $1299 and advertised online for free installation, and we paid $2399, then by my crude calculations, we paid $1100 for installation, a 200% mark up from the product cost. When I spoke to Ian about the poor work, he comforted me by sharing that the installers receive very little money for their work.

So $1100 divided by 6 hours x 2 guys is nearly $100 hourly which I am pretty sure wasn't going directly to the workers based on their angry attitudes. So I must deduce that either the Great Escape is taking a huge percentage of said "installation fee" or the installation company you hired has you snowed. Let me remind you that I had to pay an additional $ 480 for sand, concrete blocks and soil removal.

If you are still keeping track, now the installation fee is up to $250% of alleged pool cost. Lastly, I had to return to the store once again to speak with Ian about how to get the motor to turn off and get some instructions on how to change the filter. He explained that "these motors come from China and don't come with instructions" and didn't really seem to be able to explain how to work it.

I told him I would figure it out. I left the store with over $90 more of accessories including a $60 timer and plugs and valves which are needed in order to stop the flow of water in order to change the filter. What else will I need to purchase besides a pool cover which was surprisingly not included. Ian called after seeing this Yelp Post. I would love to hear directly from a manager or owner. Respectfully, Susie Posnock

As soon as the temps hit 60+ degrees (hopefully any day now!) I plan on spending every minute possible outside. And that includes taking advantage of the backyard we haven't set foot on since October. The people we bought the house from left their playset behind.and Im pretty sure it's as old as our 15 year old house. It was fine for last summer and my husband claimed it's safe enough to hold even his weight, but still made me nervous.

And so I've been in the market for a new playset. I've been looking for something that's appropriate my for my now 3 yr old and 1 year olds, but also something they'll still enjoy when they are 7, 8 or whatever age is too old for playsets. Then again at 33 I don't feel too old for playsets! I started my search at the guy on 41* (review to come) since most of my friends have had good experiences there.

And then just for price comparison I checked out The Great Escape. They have way more than playsets here at The Great Escape. Looking for a treadmill? They've got it. A hot tub? They've got that too. And playsets among many other things. There aren't many options to look at.actually you can see most of them as you drive by The Great Escape on the highway.

The sales rep, Ian, was very nice. He wasn't very knowledgeable about the materials or anything else when it came to the playsets, but told me I could check out their retailer Premier Play Systems (http://www.premierplayusa.com/) and he'd let me know pricing and find out any other information. I went home, picked out a few I liked and then called for prices.

The installation was about half the price of The Guy on 41, but the overall price was more expensive due to a current sale at The Guy on 41 (thru april 15th). Based on price and overall knowledge of the playsets we decided to go with The Guy on 41, but I'd check out The Great Escape again when looking for one of the other things they sell. A hot tub sounds lovely after this winter! * http://www.yelp.com/biz/fenceworks-the-guy-on-41-highland-park