About
Chain retailer offering outdoor furniture, hot tubs, swimming pools, and billiard tables.
As 'The Great Escape Algonquin' at 2421 Randall Rd, Algonquin, IL 60102 could not be identified as a facility containing pools, specific pool temperature information is unavailable.
What are people saying (AI review summary)? The reviews for Great Escape show a stark contrast in customer experiences. Multiple customers highly praise a sales associate named Zack (also spelled Zach) for his exceptional customer service. He is consistently described as knowledgeable, intelligent, customer-focused, proactive with follow-ups, and making the buying experience smooth and seamless for items ranging from patio furniture to shuffleboards. Customers recommend asking for him, noting his 'best in class' service. In contrast, one customer recounts an extremely frustrating experience with a hot tub purchase, involving two defective units delivered months apart, extensive leaks causing property damage, long wait times for service calls, and significant out-of-pocket expenses for repairs and replacement. Despite a positive mention for service tech Oscar, the overall process was deemed severely lacking in quality service, timeliness, and reassurance, leading the customer to seek damages.
Location
Gallery
Amenities
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Accepts Credit Cards
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Accessible Entrance
Reviews
Listing Reviews
June 10th, 2025Sophia Agoranos
I went to Great Escape and was greeted by this very knowledgeable intelligent young man who helped my husband and I pick out outdoor patio furniture. He went above and beyond in every aspect of finding us the right set for our backyard and even got us great pillows. No really, i was a pain. He messaged me to see if everything went ok with the delivery and set up. That was last year! I went back this year to add on to our set, perfect experience again!!! Thank you Zack for making the whole buying experience smooth and seamless in buying this quality product!!! Very happy customers!!! Always ask for Zack if you go this location! He’s awesome!!!! Thanks again young man! Keep up the great customer service! Love Great Escape!
June 30th, 2025Paul van den Heuvel
Sales Rep Zach was terrific! Very customer focused and service oriented. Even gave us his cell number to coordinate and facilitate final details regarding our order! Very happy with our nearly $6k purchase, from showroom experience with Zach to delivery and assembly.
May 9th, 2025Mandy O
Great experience! Zack expertly and patiently listened to what I was looking for at the Great Escape Algonquin today. He walked me around, making suggestions and helped me find exactly what I was looking for. Great quality and looks terrific!
June 14th, 2025Natalya Bright
Work with Zack! His customer service and support was phenomenal from start to finish. We ordered a shuffleboard from him. He helped us check all measurements before ordering to ensure we would be able to get it down to our basement. And, followed up right away after deliver and assembly to assure we were 100% satisfied. Zack is best in class.
August 11th, 2025Jenn Jacobs
I cannot tell you how frustrating my experience has been with The Great Escape. I ordered a brand new Viking Hot tub in February 2025 and it was delivered and placed in a custom screen porch I had built. Unfortunately, after hooking it up for the first time, it immediately leaked. After not 1, not 2, but 3 service calls (that took place over months because the wait time for service calls, even when its an emergency, is a while). At first I was told I may be liable for the leaking (??) but eventually they admitted I received a malfunctioning tub, despite it being brand new. Oscar was an amazing service tech but everyone else I dealt with gave me appointments 2 weeks apart and not much assurance. I understand mistakes happen and things being out of control, but at no point did I feel that the several $1000s of dollars I spent should garner me this level of "bad luck" and waiting time. Meanwhile, the leaking ruined the flooring of my brand new decking and I was told I would have to pay an uncharge for a replacement hot tub model since they no longer made the same model. I eventually argued for weeks about the construction costs I've accrued and did not have to pay extra. Yet, I literally had to take down a wall of the porch to get the new one in which cost a ton out of pocket. Well *update* - the replacement tub just got delivered and it is cracked on the side. I'm told maintenance will give me a call to come and replqce the piece "at some point." I can't believe this low quality service. At this point I'm seeking damages. So if you're looking for a stress-free route to buy a hot tub with service people that will help you see the process through to the end in a timely, reassuring, and positive way, The Great Escape is not it.
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Opening Hours
| Sunday | 11:00 AM – 5:00 PM |
|---|---|
| Monday | 10:00 AM – 8:00 PM |
| Tuesday | 10:00 AM – 8:00 PM |
| Wednesday | 10:00 AM – 8:00 PM |
| Thursday | 10:00 AM – 8:00 PM |
| Friday | 10:00 AM – 8:00 PM |
| Saturday | 10:00 AM – 6:00 PM |
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