Rooms To Go in Destin was a great experience for us, until it wasn't. For our 2nd home, we purchased 2 sofas, 2 living room swivel chairs, a dining set and several bar stools each with their own service protection. Our main dwelling is in TN and upon our last visit to our place in FL we discovered the metal on 1 of the swivel chairs was coming through the fabric. We contacted the company the service plan was through and because the chair was less than a year old, we were advised that the manufacturer's warranty would cover it. Rooms To Go sent out a service tech who advised the metal back needed replacing. We then received a call from a customer service rep who said they would rather replace the entire chair for us at no cost but the chair is now discontinued. Because we bought 2 matching chairs to go with our new sofa, the rep told us we could go in any Rooms To Go and pick out 2 new chairs to replace our matching set for no charge. Today we visited the closest store to us near Nashville and had great service in that store as they showed us our options. However, when it came time to complete our paperwork, they had to go through the Destin location to complete the order. We spent over 2 hours in the store and had to call the main customer service line to finally have our needs met. We were told per the Destin location that we would have to pay the delivery fee for chairs that were being delivered due to defects in our originally purchased chair, chairs that we were told by a Room To Go customer service rep to go into the store and choose since the chairs we bought less than a year ago were discontinued. When we questioned why we should have to pay for delivery to replace defective chairs, the female in the Destin location simply said "Respectfully, the delivery people need to be paid also." Which merited another call to the main customer service line. Bottom line is after over 2 hours, a very helpful and patient salesman and his manager in TN finally were able to complete our order and get us on our way no thanks to the original location (Destin) that sold us the several thousands of dollars of furniture. Backing up your products is important and I fear what may happen if we need to use our service protection plans that we also paid good money for. It seems it is no problem to complete several sales on the front end but when it comes to customer service for an issue, the Destin location was a terrible experience for us.

Tried to go to website and was having issues thought I could do it easier. Called the store in Destin the associate i got was named Lisa Samuel. She was super helpful and easy to work with she worked hard and diligently to get it all squared away. It was actually cheaper to go through her and easier.