Collectibles by Jeannine

After purchasing a hot tub I was told I would be contacted within 48 hours to schedule a delivery. After 3 days I call and was told someone would call within a few hours after 4 days and still no call I spoke with the store manager to find out my paperwork never went to the delivery company and that I now needed to wait again for 48 hours for a call to schedule delivery. The store manager was uncaring and clearly unconcerned that I was upset and disappointed. Well today the tub was delivered finally and after 3.5 hours of my electrician's time it was found that the hot tub itself had a bad component and was shorting the system. We called service and got a recording that they were closed. We called the store and were told they would put in a ticket and call me right back. After 2 hours I called back and was told sorry the service department was closed until Monday. The salesman said he left a voicemail and sent an email to the service dept and hoped someone would call me on Monday. he could not say when someone may or may not come out to correct the problem on the faulty hot tub. I will likely never step foot in a Great Escape store again!

I purchased a [redacted] pool heater fron The Great Escape in April and it was not instaled until May. The heater worked great for 3 months before it broke. I contacted The Great Escape about it and they refered me to a repair guy. It has been 4 weeks and my heater is still broken and in pieces in my back yard!!! I spent 1300 on this product so I can keep my pool open longer. I have called your repair guy multiple times and he never returns any of my calls. I called to voice my complaint and dissatisfaction with the Manager at the Avon Oh location where I made my purchase. I believe his name was Seth. He informed me he would contact the repairman and call me back. Needless to say that never happened. I have spent thousands of dollars in your store but NEVER again. I am a General Sales Manager for a large Auto dealer and I will let everyone know that The Great Escape is great as long as you dont have any problems.

After reading other reviews,I too have had a issue with products, (theater furniture) and poor service results.After 4 months 1 of the power chairs would only recline and not return to it's upright position.So it was next to impossible to get out of. we called Great Escape s for service of a warranty item. we were told we were #18 on the list,and were told to take a picture and e-mail it to the service dept.No response after 24 hrs.so another call to service and another e-mail and all of a sudden '' oh yes now we have it''. Were told we would receive a call for a date when a repair tech would come out and that they would have all the parts needed to make repair and if they could not, they would have another NEW chair to replace it with.After 3 weeks, a tech came into our house with a switch which he claimed was a common issue. Plugged in switch,and nothing.Asked tech if had the motor or the control box, and said he was only given a switch did not have the other parts of a new chair. We called his boss,who right away called him to ask what was the issue with the chair.He said the motor,than he hung up and said let me look in my truck.He came in with a motor (not in a box or any packaging) and started to remove the original motor while I looked at the replacement.It was not new and looked dirty and scuffed up. He replaced it ,and the chair was working,so I asked if he was going to order a'' NEW'' motor and come back since the motor he installed ,though working was not new.He said he would call his boss ask to order a NEW motor. He called his boss to tell her the chair was now working and that the customer seen it was not a new motor and wanted a NEW one in place of one that was clearly NOT new, and her response which we heard clearly through his cell really was a sarcastic REALLY? So all we are looking for is a NEW part to be installed in our 4 month old chair.After the RUN AROUND with Allisa,she said I would have to speak with her supervisor. Now a call form SHANNON and was a total run around of 22mins. and 41sec. according to her as she keeping time of our conversation. Her bottom line ''ALL the motors come NOT wrapped in anything in a container all the way from CHINA.You now have a working chair and AND I AM NOT going to send out a tech just to give you a NEW motor.So when you spend good $$$$ for there items, DON'T EXPECT GREAT ESCAPES TO GO OUT OF THERE WAY,to satisfy you. And you bet SHANNON, I will tell far and wide of your company's practices and attitude towards the no longer loyal customer we are.BUYERS BEWARE once the $$$$$ in GREAT ESCAPE pocket you get what clearly looks like used parts and that IT,YOUR CHAIR IS WORKING SIR. They are the GREAT ESCAPE...ESCAPE from any liability!!! Don't trust their customer service!!!