Mark is what the ideal salesperson should be like - employees like Luke should not be working in a sales environment, as they represent the entire company. I would have taken my business elsewhere had it not been for Mark’s excellent service, even though he made no commission on the sale.
Finding people to help answer questions you have is fairly easy. Staff is friendly and knowledgeable. Items seen reasonably priced.
I went into the store today around 5PM, looking to purchase several pieces of furniture (I knew exactly what I wanted, and was ready to check out with whatever lucky sales person was ready to assist me).
On a different note, Mark went out of his way to help me w/my purchase and had me in/out quickly. He was also apologetic for his coworker’s behavior, even though he did nothing wrong. He took 10% off my entire order, and gave me free delivery/install on top. Mark also cared about me on a personal level - he has done business w/my parents in the past, and is caring/compassionate, and showed genuine interest in my family’s wellbeing.
Mark is what an ideal sales employee should be like, and I applaud his dedication and willingness to go above and beyond the responsibilities listed in his job position.
I will be taking my business to the Great Escape in the future, but Luke will get none of my business, nor would I (As a vice-president of a large online game company) ever hire him. Mark was working the entire store (It was only him and Luke) while Luke was sitting on the couch, talking loudly to his friend(s) with his legs kicked up and the floor model couch reclined. His comment at the end regarding why he ignored me (Where I had thanked him for being absolutely useless, and having his coworker pull his weight) made any remaining sympathy/understanding for him vanish (I would’ve been understanding if an emergency was occurring, or it was a very urgent phone call), but Luke was just a lazy couch potato who could count the amount of dedication he gave to his job on both hands (0).
Sales staff is very helpful, especially Mark. If I need something, I always ask for him. Not to say others aren't helpful, I'm just more familiar with Mark. He helped us buy our first pool. There wasn't any pressuring for sales and he was very knowledgeable about all the products.
Therefore, I’m “Having at it” by writing this review.
The individual who greeted me at the door (Luke) was talking loudly on his phone, said hello once and didn’t make eye contact with me. I was testing out home theater chairs and he didn’t ask once if I needed help. I ended up buying $9000 of arcade cabinets and sofas for my home theater, and he showed no interest in helping with the sale at any point during the process. I approached him after another associate (Mark) offered to help, but didn’t work in the home theater department, and asked if he wanted to make a quick and easy sale (Had cash in hand ready to walk out the door), and he said, “Nah I’m fine”. Very rude and showed no interest in helping - Luke looked like a couch potato who had his head up his rear end and his phone was surgically attached to his ear. After I finished working with the other associate (Mark), I confronted him about why he ignored me, and then asked if there was a specific reason that he ignored me before I wrote this email/review, and he said, “Nah, have at it man”.
Good selection of items to choose from. Some really good prices when they have sales on certain items.
The store itself has decent selection of stuff but the staff leaves A LOT to be desired. I was in there mid day on a Saturday and it was busy but not crazy. I waited for almost 15 min in theater seating area before someone finally asked if I had any questions. That was after 3 staff members walked right past me and a group of four were talking by one of the adjacent pool tables about how they could build their own table. It was at that point I realized nobody in the store was being helped and I saw 4 families walk in and out and nobody even acknowledged them. When I finally did get help, the sales person was nice, but he was not well versed in the theater seating at all. Not sure why the sell stuff that the staff is not educated on. This was the third time I had been in there in the past few months looking for something and the staff was oblivious the previous two times as well to the point I walked around store and just left without ANYONE even acknowledging me. However, those were mid-day on weekday so I just chalked it up to them not having "the A sales team" on a Thursday in the early afternoon. So I was very disappointed to see the exact same treatment of customers on what I would think would be a big sales time for them on Saturday afternoon. Clearly they do not work on commission based on the poor salesmanship that I have seen there the past few times I have been to this particular store.
The Great Escape is a US Furniture Store based in Merrillville, Indiana. The Great Escape is located at 2409 W Lincoln Hwy, Merrillville, IN 46410, USA.
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