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October 2023 by Michael Mace
I have never experienced better customer care from any type of store of any kind, than The Great Escape located in Canton, Ohio. A friendly staff, knowledgeable, and they always do their best to help me, or answer my questions. In my opinon, I have closer options, but the 40 minute drive frm my home is worth the trip. This is MY pool store!
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October 2023 by Larry Andrews
We bought a spa from GEC during early Summer or late Spring of 2020. They upsold us from the smaller model we wanted so it ended up being almost $10K. It may have been true that there was nothing lower available bc during the pandemic there was a run on spas and pools, but they didn't actually make any attempts to call around for us.Delivery and installation went as well as could be expected, with some delay due to aforementioned conditions affecting supply and workers. Shortly after it was installed I noticed that there was a cracked panel on the back right corner. The salesman said to send him a picture which I did and it was made right in a month or so.Then maybe a year ago we had a service call bc of some electronic problem that had to be reset and a part replaced; this was done in good time. The repairman had to open up the whole front panel to test and assess the situation. When he went to put everything back together, he said that the one screw wasn't long enough and he didn't have any of the longer ones with him. This happens to be right below where the big lift hinge of the cover is. Because the screw was too small and the pressure of the cover going up and down, it worked its way out which put further pressure on the hinge, which continued to become looser and looser, and the panel is hanging open.When I spoke w the salesman, he said he'll get back to me after he investigates. He did call back and said that the serviceman said "no, he did NOT use too small a screw" that he had used the correct one. And furthermore, since my warranty was up, I would just have to pay for a service call. The point is, the damage was instigated by an action of a serviceman who was working under warranty at the time.He was not conciliatory in the least, but rather, his tone and attitude were condescending and aggressive, and there was no attempt to reason through this situation. (I want to say that his name was Jake, but I may be wrong on that.)Beware of doing business with this company, at least this branch.
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October 2023 by Donna States
Great place. Used to go to another local pool place. Never again. Customer service and pricing is so much better at great escape.
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July 2023 by Victoria Boskovitch
We just completed a huge patio project and are looking to furnish it as well as add a semi in ground pool. Brian was amazing. We showed him pictures, he made awesome suggestions and educated us on different brands and styles of furniture. He was professional and extremely PATIENT! We had tons of questions, he was very knowledgeable and informative. He was enthusiastic and never appeared irritated with any of my questions, unlike the Macedonia store, where the sales person continuously walked away from us and we had to continually call him back. We had a wonderful experience at the Canton Great Escape. Ask for Brian!!! Thank You Brian!!!
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July 2023 by William Ballas
The customer service here really hit a new disappointingly low point and leaving me with the most bitter taste of ever shopping here again. I could not honestly recommend it to anyone.On June 9th, 2023 I ordered a complete Polywood outdoor dining set and was assured up and down by the sales staff I would have the set in before the July 22nd Birthday party at our house.I was sold on the wonderful ease of warranty and open line of communication on when I could pick up the furniture, and how its more beneficial than ordering direct from polywood website, who by the way guarantees 7-10 business days!!!!In a nutshell, they never communicated to me, they did not load the furniture at the great escape warehouse, and a month later than promised we will get the furniture but we are going to miss the birthday party.And the kicker is the $5,000 is not even refundable or transferable to any other patio set that could be used for the party, and they have no labor or capacity to even delivery or assemble the set.Dozens of problems and zero solutions.
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July 2023 by beth brown
Went in to looking at hot tubs as we just sold ours. Too busy on their phones to bother to walk back to offer assistance. You just lost a 15K sale.
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June 2023 by Susan Patterson
Sales people were very friendly & went back & got the items I needed. They helped me as soon as I walked in the door!
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June 2023 by Amy Smith
I felt d*** going to a “real” pool store when my pool is just a 14’ Intex softside from Amazon. But they were beyond awesome, testing my water and treating me great. Explained everything so well and took a lot of time making sure I knew how to safely handle the chemicals I was buying. I think his name was Tony. Super nice! Another guy offered me help over in the chemical aisle. Then the first guy went to the basement to look for what I needed when we couldn’t find it on the showroom floor. I am so happy to have this resource to help me keep my starter pool looking great. This is definitely where I’ll shop one day when it’s time for a big pool!
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June 2023 by Sharlee S.
We purchased our pool about five or six years ago and have nothing but good things to say about Great Escapes in Canton, Ohio, and the staff. we live an hour away and don't mind the drive up there at all... BUT what one particular staff member did for us a couple weeks ago goes way above and beyond 'the call of duty'!!' we have a family member who has a pool... they have a different filtering system than what we have.. unfortunately, due to illness, they were struggling to get the pool up and running. We volunteered to do it..,watched some YouTube videos and thought we had it pretty much figured out.... But, we kept coming up with a hose end with no where for it to go! lol. Finally we thought we had figured it out but wasn't sure. I called Tony and explaiNed to him what was going on... he had me send pictures of the set up and confirmed we had everything right! such a great guy! He knew it wasn't his pool, and not his problem, but it didn't matter to him! Thank you so much, Tony!!!!
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May 2023 by Matt Anders
would be 5 but sale guy should pick ears and not butt.ordered a pool liner. delivery was prompt less than a week. liner is of quality. Was just wrong style, management ordered correct liner and it arrived 4 days later
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May 2023 by Keith “HAPPY” HD
Great place to go if you have any outdoor remodel jobs or just new features added to your yard and they include water this would be a great place to start for ideas etc., Or products that are unique.
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October 2022 by CHERI'E WHITE
SALESMAN WAS VERY HELPFUL AND GAVE US BROCHURES
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September 2022 by aMae Zing
Great experience from start to finish. Pool school is a must! Great service since and love that they offer water testing!
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September 2022 by Joanne Brady
They do a great job testing water samples and letting you know what your pool needs
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July 2022 by Gayle Grdina
I walked around for a good 15 min.. b4 someone asked me if I need help.. then the price was wrong on the item.. so I left.. nice sales guy very helpful.. but it took a bit to have him/someone ask me if i needed help..
