I've been going to this Ace Hardware store for over 20 years. Since I live in the Kaimuki area, this was my go to store and I would be there several times a week to get items I needed for any number of projects. In the past several years their attitude has gone through a drastic change and now I only go there if I am pressed for time and absolutely have to. It's one thing to ask a customer if they need help finding something when they walk into the store. It's an entirely different thing when you tell them no thanks, you know what you need, but then they follow you around the store like they think you are going steal something and keep asking just what it is you are looking for. I know I am not the only one who has noticed this, several of my neighbors have said the exact same thing. A piece of advice, if I come into your store and say I know what I am looking for and want to look around, please just leave me be to do my shopping. If you do that, chances are I will end up purchasing more than just what I initially came for, and will be a repeat customer. If your people are continually pestering me and watching me suspiciously, more than likely I will just leave and go down the street to City Mill, or I will quickly buy only what I came for and leave as quickly as I can. As I said up top, this used to be my go to hardware store, not I only go there out of desperation or if I am in a rush. After all City Mill is only 2 minutes down the road. read more

Took my Dad's old Kawasaki string trimmer that hadn't been run in about 10 years and Ace's mechanic got it running like brand new! They now are a Stihl dealer and you can be sure that I'll bring my chainsaw and brush cutter here for a much needed service! read more

Knowledgeable, helpful. I get acknowledged there which is huge for me. I feel invisible too often! Thanks ACE.

Superior customer service!!! As soon as you step into the store someone is there to help you. I always take my lawnmower there to be serviced and they do an excellent job AND at a reasonable price. Highly recommend this store!!! read more

I'm not sure what they put in the water here but all the employees are very friendly. Not fake friendly but genuinely friendly. They are also very attentive and present. I thought maybe it was a fluke that I got great service from 3 different employees on one visit but when I returned for a follow up visit, I worked with different employees who were equally pleasant. I was beyond surprised because this is a hardware store not an ashram. Cheers read more

This is a horrible pass as a hardware store. The employees here are very uneducated In the 'hardware' field. I am basically wasted my time on this company writing this. Too bad there isn't a 0 star rating. Along with being very stupid, the customer service was horrible. I asked if they had any 5 gallon gas cans, and the stupid woman didn't know what that was. read more

I purchased a doorknob this week for the first time. The employee told me it was easy to install and guaranteed it was a one-size-fits-all standard doorknob size when I asked if it should fit. When I went home, I opened the case and tried installing the doorknob. I didn't have any luck so I had my boyfriend give it a try. It wouldn't fit. I live in an older Palolo home and the doorknob for my door is not today's standard size. It was too wide to fit in the small hole cut in the door and since I rent, I cannot cut a larger hole to fit the knob. I went to return the knob today with all the pieces, packaging and receipt and was told they will not honor the return. I was not aware of the strict return policy here. The receipt does say near the bottom that it will not accept opened items. I was surprised though and haven't been to a hardware store with this policy before so I didn't think to check the return policy before buying. I was very annoyed at this though because the man helping me assured me it would fit my doorknob. The manager would not even honor my return and now I'm stuck with a doorknob I have no use for at all. I will stick to shopping at City Mill down the street for now on. When I shopped for doorknobs there, the employee helping me actually OPENED the package it came in to show me the size of it and said they would accept returns on anything. After my great experience at City Mill and my useless one at Ace, I know I won't be returning to Ace ever again. read more

Never knew I could have so many feelings about a hardware store. I went in looking for something suggested by my son's therapist to add weight to his pencil...and I had two employees going completely out of their way to help me out and problem solve with me for something that was a $7 purchase. Thank you to the employees at Ace that made this mom's day. read more

I like coming here because its convenient for me..parking available..friendly service n i usually find what i need

Customer service is lacking. I feel like they are doing ME a service for shopping there. Most of their answers are negative - can't rush, don't have this/that. Grumpy people work there - feel like you are a burden to them, so humbug to help me. I'll shop elsewhere, thank you! read more

I used to like shopping here when it was two stores, across from each other and have been going there for 35 years. Never again. This last incident was the last straw! I needed a motion sensor nightlight for my infirm mother: emergency. Since I was sick myself, i phoned first before driving over there for nothing and was told by saleswoman " yes we have that item and it is 6.49". when I got there I was lead to a locked up case, i knew something wasn't right. I was shown a battery operated stick- on- the -wall type motionsensor for about 20 bucks. the saleswoman wasnt listening to what i needed and quoted me a price for a LIGHT sensor, not a MOTION sensor. I decided to buy the correct one for 3x the original quoted price of the wrong light cause my mom needed it ASAP.(she was falling at night in the dark) the guy took it out of the LOCKED case to bring it to the registe, but didnt get ther in a timely manner, and I had to chase him down so I could buy it and get out of there. They wont let you pick up the items you want to buy, and take their sweet time in getting them to the register. are they afraid of therf? Is that why 18.00 items are locked up? Disguested, i went to home depot and bought two motion sensor plug in night lights. They work great and were 12 bucks each. I have read other recent reviews of this store, and I agree. Crappy service, inept sales people. it is worth the time to drive to Hardware Hawaii or the big box stores for better service, cheaper prices and staff that knows their okole from their elbow. marcy read more

I bought a small torx screwdriver yesterday and it didn't fit. I went to return it and they wouldn't return money or give me credit because it says on receipt, "all sales final on hand tools!" What? I never heard that before. I called Ace customer service and they told me Ace hardware is a franchise and owners set policy. I couldn't believe it, "No returns?" City Mill is a quarter mile down the street and they don't have that policy. What gives? Don't they want to stay in business? First off the sales person never mentioned this when I bought the hand tool. I didn't have my eye glasses to see, said policy and third I never heard such a thing. I should have questioned them when I discovered their tools are kept in a locked cage. Well I spend hundreds of dollars on building materials and thought Ace was a good place to shop, but now I'll spend my money elsewhere and don't reccommend a dishonerable establishment where owners are reluctant to serve customers and inhibit growth or sales. Go figure? Save your money and shop elsewhere. No stars if possible. Wake up the owners! read more

Warning what type of bag you bring into their store!!!! In ALL my life walking into a store a CLERK YELLS AT ME TELLING ME TO REMOVE MY MAN PURSE AND PUT IT IN THERE LOCKER!!!!! WHAAAAAT???? I felt like I was a CRIMINAL before I even started shopping?!?! I was shocked and I SHOULD OF JUST GONE TO CITY MILL INSTEAD, however a staff member assisted me in placing my man purse in the locker and he mentioned to me to choose a combo that you will remember. I told him that's alright if someone wants to steal it let him have it this is embarrassing as other customers watched me follow their instructions like I was being padded down before I can shop?!?! the staff member who was helping me was a older local guy so out of RESPECT I stayed with him and he guided me to everything I needed. When it was time to check out I asked the cashier IS IT OK TO GET MY BAG? she replies yes you can! As I grabbed my bag I looked for the Clerk who yelled and embarrassed me and he was gone?!?! I will never go there ever again. AS a born and raised local boy NO ONE should be treated that way!!! As a SOLUTION to this problem 1. place a large readable sign that says PLEASE ALL LARGE, BACKPACKS, PURSES MUST BE PLACED IN THE LOCKER BEFORE ENTERING? 2. DO NOT YELL AT A CUSTOMERS, WHAT HAPPEN TO ALOHA, AND CUSTOMER SERVICE!?! JUST REMEMBER THIS IS A SMALL ISLAND!!! ALOHA AND A HUI HOU read more

Never again. Everything is locked up. I had to search for a clerk who finally came but then followed me all over the store, trying to hide. I finally left, purchasing nothing because they couldn't find the item in their computer register! read more

Today, I decided to check out Kaimuki ace hardware for some plasti dip; since my friends talk about how they have all the colors and they sell by the gallon. So I had to see it for myself. I always work on my own cars. Since HIN is almost here I needed a few finishing touches. I rolled up and they have two parking lots one in front and one across and to all you lowered cars I recommend across street since it's slammed friendly lol. So I parked and went across. Once I walked in I was greeted by the cashier really nice to get greeted once u enter the door she then asked did u need help with anything and so I asked do u folks have plasti dip she said yes we do follow me. I got to the aisle and my jaw dropped they had like every color I was like oh sh*t what to choose. So i decided to get the gold metalizer since it sounded bad ass and it would make my car have a little pop. They have awesome customer service. So I headed to the check out the girl rang me up and asked what are u using the plasti dip for and I was like oh my car gonna spice it up a little bit and she said nice what kind of car you have I was like the slammed is300 with the full kit across the street lol she was like that car Is like on the earth lol I told her if your gonna drop it mine as we'll go all the way and touch the earth. she uses the same product on her car she said then told me she drives a is250 dropped with rims lol gotta love the Lexus family lol recommend everyone to kaimuki ace hardware for great service and slammed friendly parking lot lol. There customer service is really good and they have a big variety, it's all in stock, and a slammed friendly parking lot that's why I gave them a 5 star rating. I Will be back soon. Aloha!!! read more

I think I've made my last trip to Ace Hardware. I go there when I am desperate to find a part but don't want to drive to Iwalei. Today I went in looking for some receptacles and a breaker. It turned out that they had everything I needed but the prices were so crazy that I bit the bullet and drove to Home Depot. They wanted about $4.00 for a $0.50 receptacle and almost $16.00 for a $5.00 breaker. It turned out to be a little bit of a pain in the ass to drive to Iwalei but it was worth it to not support that kind of extortionist pricing. Go somewhere else. read more

I went to return 3 unopened packages of upholstery nails with the receipt and they would not accept the return because it was over the one month return policy(By two weeks). It is unfortunate because I was going to purchase several other items but left without buying probably $50 in additional items. I will no longer be shopping there because of the unreasonable return policy. read more

My wife brought the cover of a paint can with the formula to make an identical batch. It even had some of the original paint on it.When we opened it we were shocked to see they had made the wrong color.When I took it back the sales person made every excuse I have ever heard why it wasn't their fault.They threw out the cover because my wife didn't think it was needed any more.They did not put a spot on the new lid so the customer can at least check. They said it wasn't their policy to do so.Please if you do have paint mixed at this store, ask them to open the can to inspect it.They have very poor customer service regarding this! Now I cannot get the color again for touchup unless I cut off a piece of the wall. read more

Great service but prices are very high so i only go if i am in a rush and only need a small item, if i'm not in a rush or need a lot of something i go somewhere else. read more

The owner is very helpful and epitomizes the Ace Hardware slogan. There are a couple cashiers who are very courteous and say the near-extinct words, "thank you." That is the reason for my "okay" review. read more

I purchased a valve a few weeks ago from Kaimuki Ace Hardware. The store clerk told me it would be the correct fit or bring it back for exchange. The item did not fit so I brought it back on 02-11-17. The cashier was friendly but seemed to be new she did not know what to do. She told me to get the correct item and with the help of another clerk I found the correct item. The manager TYLER ZANE told me he could not find the purchase in the computer and asked for my ID. He checked further then asked more questions. I offered my credit card which I used to purchase the valves but he refused. He asked questions like I was being dishonest and made me feel like a criminal. The items were unopened in the ace packaging . Finally I had enough of his attitude and demanded to know why he was giving me such a hard time exchanging the item. His customer service attitude "sucks" . His family owns the store so he thinks he can do what he wants. ACE POLICY says exchanges are accepted, especially since their store clerk showed me the item to purchase. I refuse to shop there anymore and encourage everyone to go somewhere else. read more

Usually I love ace hardware, they have a mix of items that really makes them a one stop shop no matter how bizarre the project you're working on. I even made a herringbone coffee table out of ace hardware paint stirrer sticks! But not this one, they've confused customer services with hurrying the customer out the door so they can keep working on whatever they were doing before the customer came in. Also they've managed to lock-up nearly everything in the store so unless you want to drag a employee around with you good luck! I left with half my list un-purchased and went to city mill down the street... They might not be helpful but at least you can buy things. This ace hardware seems to only employee people on autopilot who don't want to actually think about your question but give you an aisle number so you go away..... Then you have to find another employee to unlock the case in that aisle!!! read more