The Great Escape

Worthless service and delivery. They promised a date which they missed… I left time for a planned party, but could not come for another week, Party postponed. Then They came without the full order and sand for umbrella. Having trouble even getting a sense of urgency for the THIRD delivery. Missed work 2x now a third. Clearly customer’s time isn’t worth their little bit of extra time to get things right.

They had what I’ve spent 2 months looking for. I went here on a Monday afternoon. There were 3 workers standing around talking and 2 more helping on the phone. After I stood there for a minute, the talkers finally acknowledged me. I told them what I needed, they discussed what they had and got me what I wanted. I was in and out within 10 minutes. If I ever need patio furniture or grill things, I’ll go here first.

My husband and I recently found our perfect patio set at the Great Escape. Great solid furniture that won’t blow away during the harsh Ohio winters, with a 10 year warranty at a great price (on sale). The woman that helped us select the furniture at the store was very helpful. We ordered a table, 4 chairs, and 2 swivel chairs.
The table and 2 swivel chairs were in stock and we were told that the 4 chairs would be in a week later. No problem — we can wait a week. We got the table and chairs delivered a few days after we purchased them and waited patiently for the 4 remaining chairs. The week goes by and no call from the store. I called the store and was told it would be another week wait. I got the same excuse every week for over a month. It wasn’t until I really put pressure on the store rep that someone actually decided to do something to get me my chairs that we had already paid for.
Worst customer service I have ever experienced. I have no idea why the store would not have even taken charge of the situation and called me. Instead, I had to call and follow up with my order approximately 6 different times throughout the month. I would never order anything again from this store. I would recommend going across the street to the Litehouse instead for similar quality patio furniture.

Our family patronizes the Great Escape for 2 reasons — nice selection of merchandise and reasonable prices. We have purchased a pool, hot tub, and patio furniture there — not to mention many small miscellaneous items. The one huge negative is customer service — not so much on items you carry out of the store but items that are delivered. Not sure where things go wrong, but we ordered a patio set, were told it would be delivered, rearranged our schedule to be home, and finally had it delivered several days later — minus 2 chairs. No apology or anything. We had a similar situation with our pool and hot tub. We continue to go back because of the competitive prices and selection. Our neighbor had a similar negative experience with customer service. They really need to work on that!