Walked in to get keys made, and pick up a few items for the house. Three workers were standing, and…read morelaughing with each other, at the register in the center of the store. I walked to the key counter, and stood behind a man that had been waiting for someone to help him. I asked him how long he'd been waiting, and he said it had been ~5 min since he asked for help. I walked back to the center cashier, who said there was now no one on the floor to help as everyone was on lunch break. I asked for the manager, and he said he was on a break. There were now three people waiting to get keys copied, and no staff to help. After waiting a few more minutes, I walked back to the center of the store and spoke loud enough so that the manager could hear in the back. The message? That customers needed help at the key counter. Finally, a staff person came to the counter, clearly annoyed, and said they were having problems with their staff-to-staff communication device. Unlikely. What they were having a problem with, was a clear misunderstanding of what customer service means. Talk about a failure to train employees. Never coming back, nor recommending this business to my friends or family. There are better businesses nearby, ones that actually understand the importance of customer service ... and they're just a short drive away.

BEST selection of gardening gloves by far -- I visited every nursery and hardware store I could…read morethink of between Sunnyvale and San Mateo, and this Ace had the best selection by a long shot. Go to the back of the store and you won't be disappointed

Pretty decent selection of home repair items like adhesives, wall mounts, light bulbs, plastic…read moreutensils, paper plates, etc. Everything is packed in there, but somehow was able to find the things I needed without any help. Items are priced a bit higher than Amazon or Walmart, but if you are in a bind or short on time it might be a necessary evil. Service here is severely lacking - I was trying to make a return and the man at the front was straight rude about it. They dont accept returns outside of the three franchises stores owned by that specific owner. That is ok, but this wasn't explained well and when I asked further, they rolled their eyes and said "like I already said, I can't help you - this isn't Fremont ".. uhm. ok. Still 3 stars cuz it would probably be clutch when you need something last minute, but dont expect any kindness here.

I came to Ace Hardware after wasting an hour at Home Depot, though the elderly gentlemen seemed…read morebusy. The younger fella was absolutely patient and helped me locate two screws that I needed for an item that was not standard. I really appreciated his patience and diligence to ensure that I walked out with the right part. We were still busy talking about locating the part after I purchased it. I ended up leaving it at the counter. I called back. They were nice enough to leave it outside the store for me to pick up after hours.

The Customer Service went above and beyond today to help me with the return and I really appreciate…read morethe extra effort!!! I received so much kindness today and I gotta say... I really appreciate businesses that take good care of their customers!!!!

I've been shopping at this Lowe's for at least 20 years now and while I can't really say that it's…read moreever been an enjoyable experience it did, at one time, get the overall job done. Since the 2019 lockdowns the current manager seems to be hell-bent on making it the most miserable place to shop on Earth. All the cashiers are gone. Now there are just an array of self checkout kiosks and at least 8 of them are closed at all times just to make sure that you still have to stand in a ridiculous line while some old woman looks over your shoulder to upsell you on a rewards membership. Item doesn't scan? Welp. You'll just get to stand there for half an hour while somebody figures out what to do about it. Need to push a large cart full of drainage pipes to one of those three open self-checkout kiosks? Well surprise, idiot. Mr. Manager Man has decided to put giant display racks in the middle of every aisle making that completely impossible under the best of circumstances. 99% of the time there will also be a waddling gaggle of morbidly obese people obstructing whatever's left of the aisle because they want to look at the moose scented candles or whatever stupid bullshit they're carrying for no apparent reason. Need to find a particular electrical or plumbing fitting? Too bad. Every single box has had its contents thoroughly shuffled with every other box in the store so there's absolutely no chance the fitting you need is anywhere near where it's supposed to be. Asking anyone where they put them just gets you a stoned "Uh, like... What?" from the random idiot wandering around. Entire aisles will be cordoned off for the entire day because someone eventually plans on restocking something. They're not stocking it now and they won't be stocking it in the next hour but it's closed. If you dare walk down it anyway a pimply kid will yell at you and that's like really threatening or something. Just in case you haven't been run off yet, there's also an obnoxiously beeping inventory robot ramming into you from behind and a scam artist from some solar incentive sales ponzi scheme following up shortly thereafter. He got his job on the TikTok. Given what an unbelievable hassle it is just to set foot in this place, you might think that you'll be clever and order whatever you need on their website so they have to go burrowing through their own randomized inventory piles but you'll be screwed there, too, because the website automatically reloads itself at least a dozen times so the search field clears itself out and is absolutely worthless. The actual order pickup process is also every bit as time consuming as it involves a stoner doofus reading numbers on a tag to find your order. The manager needs to be removed so things can get back to their usual degree of mediocrity.

Ok I like this place. TheRe is a lot of stuff here. More than you expect. Everything you need…read more Some of the stuff has been on the shelves, in the sun a long time. I have never went there and not found what I need plus a few other things. If you want something you may have to ask for it. I didn't have a problem. I will be back.

So the range of opinion here is valid in terms of customer service and selection. It isn't really a…read moretypical hardware store. An odd mix of contractor oriented wholesaler and an old school neighborhood hardware store in terms of parts and "hardware". The reason for my high(er) score, is that if I am looking for plumbing/faucet parts, or nuts/bolts/screws, I am more likely to find it here than one of the Ace Hardware stores, or even Home Depot or Lowe's, which really surprises me.

I had a lock that I did not keys for. Called him and he said bring the keys for us. It was my first…read moretime to open up a lock, and it was easier than I thought. His shop is busy, but as soon as it was my turn, he quickly built a key for me. I will def go there if I have any lock problems

Very nice and welcoming guys. Offered a great price and recommended a solid solution.read more

Outstanding! Thank you Patricia for your excellent time and details to explain the why for what we…read morepurchased. Needed a sealer for cedar wood that we are installing, but definitely left with a better appreciation for how extrinsic factors can damage yet, sealer will help maintain overall finish. Excited for final steps of this project now that we are putting final coat from purchase.

Not the cheapest place in the world but it's well-organized, the folks behind the counter are…read moreattentive, and they have, by far, the most complete selection of colored caulking I've ever seen outside of San Rafael. There's frequently a lot of annoying lookie-loos loitering around on their phones inside--presumably waiting on a life-changing text from their AI Feng Shui consultants. You have to physically push them aside because they are totally oblivious to the existence of other people and will never respond to a simple "excuse me." Obviously not the store's fault that Burlingame is lousy with entitled Karls and Karens.

I am obsessed with this place! Our home renovation was daunting, but Arlene and Arad made the…read moreselection of our plumbing and hardware so seamless. They really went above and beyond, can't recommend them enough!

I cannot say enough good things about Designer's Brass, and I am so grateful to have been referred…read morehere! I am a repeat customer because of the impeccable service and time Arlene has dedicated to my projects. Not to mention the incredible selection of hardware that runs the full range: from brands you're familiar with to the more bespoke, under-the-radar companies. Arlene is a fountain of knowledge and expertise, and she truly offers a white glove service from inception to project-closing. She makes a genuine effort to get to know you not only as a customer (and what will look fabulous in your home), but also as a person. I love this place.