We like to give business to local merchants. We wanted to purchase a replacement faucet set for our…read morebathroom. We found a set we liked and asked for help. We had 2 questions , how much was it and did it come in other finishes. The "faucet guy" brought us over to the customer service counter and stated to look up the item we were interested in buying. He had just started his query when another employee walked up and "faucet guy" stopped working on our question and got into a long discussion about what he wanted. The 2nd guy left and the "faucet guy went back to his computer to answer our question. Two minutes later another employee asked him for help on her computer. "Faucet guy" stopped helping us and went over to help his coworker. After several minutes he returned to us but was again interrupted by his coworker for hep with another customer. Once again he stopped helping us and went to her assistance. Now 15 minutes had passed and we still had no answer to our questions. We finally decided to heck with it and left. "Faucet guy" was still busy helping his associate with her customer. We went home found what we wanted on line at Amazon, got it cheaper and had it show up in 24 hours. If Jackson wants to keep in business they need to teach staff to handle one customer at a time. We will never go back.

I've been here several times for specific items for projects. They have an excellent knowledgeable…read morestaff ! Every size and type of screws. They had masonry screws, and bits to fit into our British made address plaque to replacement screws to secure a face plate to a Makita chain saw! And way more specialty tools, etc. the even rent out equipment. Don't waste your time and head right over to solve any project dilemmas.

Being on my own recently, I was not familar with hardware purchases. On my last two visits at the…read moreSan Rafael location I was assisted by Thomas Sousa. Thomas spent as much time with me as I needed. He didn't make me feel rushed and answered all my questions with a smile and went out of his way to assist me with my needs. Great service and friendly staff. What a breath of fresh air to have customer service back!

Visited last Sunday to buy flap valves for the most standard Kohler toilets. Bought their higher…read moreend "universal" flaps, 2 of them for around $30. Each leaks 4 gal/minute. When I explained the issue over the phone to the associate, he asked his "boss". Came back with "all sales final". This is their policy on replacement of substandard goods. This is the problem with trying to support local businesses. Save the headache and just go to Amazon. When I said as much to the associate, they agreed with a "yeah, there you go". Definitely wont ever be back.

I am trying so hard to shop local, but this Ace is testing my patience. I went in the other day,…read moreand it was a bit of a clown show. Most of the employees only semi-understood their jobs (cash register, key-making, etc). Additionally, there was no one on duty "running the place". It was all very haphazard. When I got home, my new keys didn't work, so I went back today. It was the same scenario- a clown show. Hardly anyone working in the store around 10:15 am. I poked my head down every aisle, and only found one employee who was deep in conversation on her cell phone. I did find an employee that looked like he was just arriving to work, and he said he could help me with my keys. He then forgot to give me the original key back, and the new ones don't work...again. Simultaneously, another man became very frustrated with the cashier because the price wasn't ringing up correctly, and the cashier couldn't understand what the problem was. Meanwhile, I began to wonder, is there a manager at this place? I did notice a man in a button down Ace shirt sitting in the back room. I presume he was an owner or manager, but whatever his position, it was a shame he wasn't on the floor helping the employees better understand their jobs.

I like to support local businesses but very often this Ace location doesn't have what I need or…read morepresents me with other bad shopping experiences like items ringing up for significantly more than the shelf tag or long waits to check out. I'll have an irritating experience so will avoid going there for a while, then there'll be something I need in the middle of a project and I'll decide to try again. Part of the problem is the store has limited stock and because of the small size, things are sometimes not easy to access or find- like up on the top of shelves so you need to get help to even see what they have. I will say they seem to have done re-organization and the layout seems a bit better- also the nursery has gotten better recently (plants look better and prices are easier to identify). Maybe just bad luck but today I needed a few spring planting items that I was pretty sure they carried. It turned out they were out of both of the products but I found substitutes that could work- especially since I didn't want to drive to Novato or downtown San Rafael. When I went to pay, after standing in a long line, I found the total came over $5 more than the shelf tags indicated and also they didn't accept the Ace Hardware gift certificate I planned to use towards my purchase so I cancelled the transaction. While I would love to shop locally, both for the convenience and to keep money in my community it's not worth the potential for frustration so will continue to go to Pini or the Chase locations for my hardware purchases

I rarely go to the hardware store, but I needed some nuts and bolts because, in a nutshell, Ikea…read morefailed me. I tried and retried to work with the too-short bolts, but rathe than to force-fit something together using a hammer, I decided to just go buy longer bolts. Will was so helpful and knowledgeable. He assisted non-handy me and he helped me figure out the exact right sizes to buy. He offered solutions to the Ikea assembly problem while explaining why the short bolts didn't work (I'd brought one bolt and it turns out the bolts were made for wood and my Ikea cart is all metal). I am so happy with the great, no-wait service on a mid-day Saturday. I didn't even have to wait in line to pay! I encountered NO grumpy people. I love how close this hardware store is to where I live (since Home Depot is a relative trek and they can get pretty crowded). It's all good at Fairfax Lumber, at least it was today.

We've always had wonderful customer service at Fairfax Lumber, which is why today's experience was…read moreso disappointing. My husband was picking up tools for a project and had been waiting in line for quite a while because a customer ahead of him was handling a return. We understood--these things happen. When another register finally opened, I moved over with him before another line formed. At that point, an older employee sharply told us, in front of everyone, "You two can just wait in line like everyone else!" My husband explained, "We were waiting." Another employee nearby immediately confirmed, "That's right, he was in line." Instead of simply acknowledging the misunderstanding, she responded, "Well, next time wait until you're called!"--loudly enough for everyone behind us to hear. Fortunately, another employee stepped in and helped us and was both kind and efficient. What makes the encounter particularly disappointing is that my husband is elderly and has difficulty standing for long periods. My moving quickly to the newly opened register was largely out of concern for him, not an attempt to jump ahead of anyone. We had also intended to ask Fairfax Lumber for an estimate on gravel for our parking area. After this experience, we'll probably take that part of our business elsewhere. It's unfortunate, because we've always thought highly of Fairfax Lumber. One unnecessarily rude encounter left a very bad taste in our mouths.

A couple of weeks ago I decided it was time I learn to hang and mount my own TV. I ended up needing…read morea torque wrench to finish the job, walked into Jim Corbetts and the associate at the desk was so helpful came out helped me find the most affordable option and even opened the box to check it was the right size! Thank you so much it was exactly what I needed and will return for the customer service! also bought a pie and I'd give it 7.5/10 as I like my pie on the sweeter side would still try another!

I hate writing bad reviews. Really, I do. I know this is someone's job, their life and maybe they…read morehad a bad day. But dang it guys work with me! First they refused to return an item partner bought the day before. Had to hunt up the receipt. Alright, I can understand. Then came the Great Hex Nut Saga. I have a dresser. An antique one. The hardware needs these little hex nuts and the originals are like cast brass and are missing or shot. So off to the store partner goes with the ONE nut that worked. Came back with wrong size nuts, except for ONE that was correct size. (Stop laughing! It wasn't funny!) Mildly irritated. Partner went back, they were closed. Went back following day. I sent original nut and the ONE right sized new nut with partner. Somehow came back with THE SAME WRONG SIZE NUTS. I SAID DON'T LAUGH!! Apparently the staff wouldn't help partner, just pointed to the same spot and let them go. Take this how you want, but I mean, is it really that hard to help someone find the right size hex nuts? And they were like $4 something. I don't know if that's the going rate for very small hex nuts in general. Plus they don't give you popcorn like another hardware store I could name.

Jacob (reddish bearded guy?) in the paint dept. needs to be promoted - or given a raise, or both…read more Today we brought a large piece of chipped paint that peeled from our house to get a match paint color. The first guy put the piece in the matching machine and made our paint. It was too dark. So then he tried again - this time it didn't match at all. His solution - "oh well - that the best we can do." I asked if the machine was broken - we've never had this problem before. The first guy just shrugged and said it wasn't gonna be perfect. It wasn't even close! He basically said - take it or leave it. So I asked for a manager - first guy just wasn't capable of problem solving. Jacob heard and came over, took a look, knew exactly how much white to add to the first can - and boom...perfect match. Home Depot - if you lose your "Jacob", you're stuck with "the first guy" who makes $100 worth of bad paint that will eventually end up on the discount shelf. And you also lose customers. Jacob needs to train, he needs to be promoted, he needs to be a decision maker. We're tired of the first guy. The "take it or leave it"guy. The shrugging guy. Please retrain him to be like Jacob. Please hire more Jacobs.

Horrible experience…read more I purchased a refrigerator/freezer from Home Depot and was specifically told that it came with an ice maker. When the appliance arrived, it did not have one. I then had to order the ice maker separately--even though I had already paid for installation on the original refrigerator receipt. Now Home Depot is telling me that they do not install the ice maker and has referred me to its "Pro Referral" service to find someone else to do it. This is insane. I relied on the information Home Depot gave me, paid for installation, and still ended up without an installed ice maker. Home Depot should take responsibility for what its employees promised and the installation service I already paid for--not pass me off to another company.

Today I went to Goodman's Back to School Fair. It was a FREE fair put on my the employees of the…read morestore with a bouncy house, majician, face painting, games with prizes petting zoo and balloon twister. They also gave away free snow cones, and per the norm, free popcorn. We were there for close to 2 hours, and still I had to pull my kids away when it was time to leave. All I can say it THANK YOU, THANK YOU, THANK YOU to whomever at Goodman's does all the hard work to put this on, and whomever approves the check to pay for it. The community of parents and their kids who enjoyed it today are very, very grateful.

Twice now I've come in and the lady cashiering has been unusually rude. First time she said I…read morecouldn't return a defective item, manager overheard and returned it and apologized for her. Then this time I come to use a 100$ bill and the same lady gives me the dirtiest look and rolls her eyes. Her coworker asked if she had change, and she did of course. She then smirks at me while handing me my change with no other words. She was cashiering at this time today. She needs to have better customer service. Absolutely so rude I couldn't believe she still had her job

This review has been way overdue. I just finished a plumbing project for my mom, and I thought that…read morethis was the best time to visit Yelp. My family has been been doing business Ace/Pini hardware ever since it was on Grant Avenue, Novato . The customer service has never changed since I was in my teens and now in my 60s. The staff is extremely knowledgeable and helpful on DIY projects. When entering, I'm always, ALWAYS greeted by an associate and asked if there's something he/she can help me do, explain and or find. It's my humble opinion that this is one of the best Customer service examples in the industry. Thank you, Pini Hardware!!!

Always helpful. Always knowledgeable. Easy place to shop. They have almost everything.read more

I called in earlier and honestly, this was the best customer service I had from Harbor freight…read moretools! Levi answered and did a stocked check for me an item I need. Answered all my questions, didn't rush me, honestly I can tell this location values and treats their customers very well. I would definitely recommend this place to my friends and family ! Thank you for having such a great team .

Yes, I still hate shopping for tools. But after spending a LOT of time in the past 2 years at Home…read moreDepot, Lowe's and Builder's Supply, Harbor Freight definitely has the best values. Builder's Supply has the best customer service, but Harbor Freight is second. Let's not even discuss HD or Lowe's because they don't have customer service at all. I'm typically ready for a nap after a trip to Harbor Freight (tool shopping is exhausting) but I'm not mad. That's a good thing.

Weekend projects away from home, going to forget something. But luckily there's FURGENSON. ...Hard…read moreto find parts for plumbing and hydronic heating. They got propress, mega press, copper, large copper fittings, brass fittings, pex, pex connections, toulets, faucets, and lots more. Stuck, Chek them out.....I do even drove up from Hillsborough to Marin and back for some Viega gas press fittinngs!

This business is probably one of the most blatantly sexist and rude plumbing places I have ever…read moreencountered and I have been in many! It is clearly a man's man world with rude customers as well as the staff. And, specifically a plumber from Tarantino Plumbing which I will now never call for assistance if I need a plumber, given the rudeness he displayed to the staff and talking over customers like he was the only person that was in the store. It's 2026 not 1950!!! Not great business practices. Kindness goes a long way. This place does not have that at all!