While my plaint is in the Customer Service category my real grief lies with Pastime's management and their apparent policy not to "stand behind" the products they sell. I purchased a $14.99 single cord, roll-out/up clothes line from Pastime in February. I used it frequently but only deployed about half of its length. Recently, I unreeled its entire length and as soon as I put some clothes on the line its tethered end popped out of its "shell." Unfortunately, the device wasn't designed so that I could open it up and retie the cord to the retracting drum. I attempted to return the item on May 6 but was informed by a manager named Terry that since they had a "30 Day Guarantee" my problem wasn't their problem. To add further insult I was informed by Terry that I was so far out of "contract" that I "...had it for longer than we had it." Exactly what I was supposed to do with that factoid I'm still chewing on. I have shopped at Pastime over many years and have enjoyed their informed and courteous staff but now I am incredulous as to how Pastime has employed a manager or developed a policy whose function is to be as dense and impermeable as the concrete they sell. Is it Pastime's return policy to just mindlessly stonewall customers rather than work with them to solve a problem with a defective product? Was it Terry's choice not to just prorate my defective item (which would have been reasonable to me) or to frustrate a customer who was ready to purchase a $27.99 clothes line replacement that was clearly visible in his shopping basket (along with many other items)? Needless to say I left all of the items for Terry to restock. Gotta go now, I'm off to good 'ole OSH, or maybe Ashby Lumber. Anywhere but Pastime now. read more

Great hardware store. As with all great hardware stores, sometimes they get busy, and you have to patient. As with all great hardware stores, they have shelves and shelves and rooms of stuff that you didn't realize you need. This is the birthplace of projects, not merely the battlefield and armory. They have hidden deals. For instance, the other day I was wandering through the store talking to myself, comparison shopping hedge clippers. I said, "Hmmm. I see that there are these crome plated ones made in china with the plastic handles that look sharp. I also see these sturdy wood handled ones with carbon steel pruners and an eco-friendly tag that are made in Wisconsin. They seem to be $5 cheaper than the crappy ones. I'm going to take these home and find something to cut down." There is good stuff to find at pastime, and if you have some time, take a number, and ask about your project. They'll help you out in a good way. read more

I am, admittedly, a hardware junkie. Pastime fulfills all my desires. Sometimes I just wanna walk around and buy stuff I didn't realize I needed. Other times I need to to run in, get exactly what I want, and run out (after paying of course). Business Week named the Ace Hardware 10th on its 2008 Customer Service Elite List. As the parent company of Pastime Hardware, Ace provides good customer service throughout its supply chain so good service values are passed from the top down. I value the knowledgeable staff, many of whom have worked at Pastime for many years. I also appreciate the wide selection of every sort of hardware item. I rarely find Pastime is out of stock on the things I buy. In these days of shrinking inventories, this is a valuable resource. I've never been disappointed or had a bad experience at Pastime. If you live or work in Berkeley, Albany, El Cerrito you must get to know Pastime Hardware. read more

UPDATE: Alas, it must have been a bad day at Pastime Ace Hardware for THREE of the employees to be rude to me. Bad day or not this place took a serious hit in my estimation after today's events. It was sort of sullen surliness from two of them (e.g. "No that's not how it works, YOU write t down!") but one of the men was behaving like a petulant child being told to clean his room...some guy with greasy black hair and a smirk. We were waiting in the line to get customer service. The clerks started to show up and my friend with the smirk called for number 6. A gentleman standing next to be had that number but an older man had been waiting ahead of us so we both indicated that he should help that older man first. Smirky didn't seem to like that answer and kept perseverating about the number. I again informed him that while I had a earlier number the older gentleman had been ahead of me. So smirky steps back and instructs me and this older man to "fight it out". Well, we hadn't been fighting about anything and in fact I had clearly stated that this other customer was up first. So I pointed this out (AGAIN) and smirky finally got the hint and helped the older gentleman...frankly I felt a little bad inflicting this guy on the older man but he did get quicker service than me. Am I being petty and sensitive about this? Possibly. Do I need to tolerate belligerence and smarminess from sales clerks when I go shopping? Absolutely not. There are plenty of other local franchise or independent hardware stores where I get consistent good service from all the staff, not this hit or miss stuff. I won't downgrade my original 5 star review to a one star based on this single day's experience but I'll likely not be back to this place. ORIGINAL REVIEW Friendly staff that sells you what you need, not what earns them the most. I was sort of entranced by a fancy drill they had on sale; the clerk pointed out that for my needs a much less expensive version would more than suffice. They have a pretty extensive selection of home supplies at good prices, most of what one would need for everyday projects. Lots of housewares and kitchen stuff too. They don't have the massive selection of a Home Depot or Lowes but by shopping at a store like this you are supporting a local small business franchisee; I'll choose that over a big box store any day. read more

Great selection... really big store! The cashiers are always super nice. The customer service staff in the back are kind of disgruntled, grumpy old men. Every time I've needed their help, they've hissed and growled at my simple requests or questions. I end up getting the help I need, but I wish it wasn't with so much resentment. I've worked retail for most of my life, so I know I am cautious on how and what I ask for. I feel sorry for those 'clueless weekend warrior customers'. read more

I stopped in Pastime to pick up some Christmas lights, and immediately I was approached by a smiling, friendly and helpful salesperson. She took all of my purchases to the register and then showed me wherein the store I could find some other items. While checking out, the Cashier was also smiling, friendly and helpful. She called for someone to help me out to my car with bags (it was raining) and when no one showed up, she carried them out herself. Wonderful, prompt and best of all friendly service! A great experience. read more

I've been a customer for many years. In recent months I have seen a decline of customer service and the stock of specialized hardware that they used to have. The guys with the black polo shirts are very rude and impatient. Avoid this ACE. Drive a little more and go to Bowlin Equipment Co. near Gilman & San Pablo. read more

I can't help but browse this hardware store for at least an hour whenever I'm there. They stock tons of fantastic items that I haven't seen anywhere else. They have an especially great inventory of containers, cases, bins, bottles, boxes, etc. I'm the type of person who loves to get organized, and their selection is fantastic. I might even like it better than The Container Store. Lots of Made-In-USA stuff here and there too, which is nice to see. read more

I've shopped here off and on for about 30 years (my mom lived nearby). I, too, have wondered about the managers sort of hanging around the registers. One day, I happened to go in with a relative who works loss-prevention (security) in retail. He spotted them right away and explained it's a sign the store has had to deal with a lot of theft. He also said their scowls may be on purpose. This is an area where there are transients, and the store is chock full of stuff to steal for the heck of it. Dealing with that is not their fault. Selection: Like any store, they have some things found nowhere else (love the clear plastic things that hold a light switch up or down, the roast racks, and hot pads in many colors), and don't have other items. The prices are in-line with other Ace hardware stores I go to. I've mostly had very good service there, including happily letting me return about three different sets of door knobs. You do need a receipt, but that's no surprise. Sometimes the younger guys know less than the old farts do, that's no surprise for a hardware store, either. read more

This was a mixed experience. Here's the good news: I picked up my sharpened knives on Saturday, February 24. As always, perfect job. Their monthly sharpening service is excellent. They get five stars for that part. Here's the odd news: As I always do, I asked the staff member who gave me the wrapped knives to open it to make sure they were all there. I added, "You've never made a mistake in the past." In other words, I wasn't expecting a mistake, I was being extra careful. Following is as best I remember the staff member's reply. "I wouldn't mind," he answered, "because I'd know it wasn't my mistake." "It would mean more work for me, though," I answered. "I'd still be happy because it wouldn't be my fault." Here's a hint for ACE management: The only right response to any mention of error is, "If we made a mistake, we'll make it right." That's all you have to say. The customer doesn't care who made the mistake. The customer only cares to see the mistake fixed. That's all it takes, folks. It's not brain surgery. read more

Forget all of the other hardware stores you've been to...Pastime Ace is the best hardware store in the East Bay! While the store is on the smaller side, they stock pretty much anything you can think of - even little doilies to serve with your tea and crumpets. The employees that work here are knowledgeable and you can always find someone to help you. Love this place. read more

I love this hardware store. They have a wonderful selection of everything you need for your home. There are constantly staff who are happy to help. If they are a little busy, they even have this great number system where you can wait to have your question answered. The staff there are very knowledgeable and friendly. My last trip there, I was trying to decide on a shower hose, and really couldn't decide. The lady there, was great. She explained the differences and told me what she has in her shower and how it worked. It really helped me make my decision. It is definitely a place I will continue to go. read more

Lots my set of keys on Bart (car, apt, and mailbox) a few months ago. Fortunately I have a roommate who has his copies and thank god that ace hardware is right there and opens pretty early. Took his set in the morning and made copies of all my keys and purchased a new D-ring for my keys. All included less than $15 and all keys work like a charm. They are very quick and efficient. At first they had little bit of trouble with the mailbox key, but were able to find the right blank and everything since then has been right as rain. I ended up making additional duplicates of all my keys from there as an insurance policy in case I lose my set again, god forbid that ever happen. Great job ace hardware and thanks for saving my life on the cheap! read more

In a world full of crummy customer service from Big Box chain stores, Pastime hardware is the real deal. First of all, they have about everything you want from a hardware store, including actual hardware. I went looking for an obscure hex bold that works as a bat pin for a potters wheel, and they had it.. 58 cents. Or I could go to the ceramic supply store and get the stainless steel ones for 2.75. Good garden section. Nuts, bolts, nails and handles. Weather stripping. Light bulbs. Paint. Cleaner. Storage bins. It's all there. Best of all, they will find it for you, tell you how to use use it and you'll get in and out in just a few minutes. Home Depot? Fuggedaboutit! We gotta stand by the remaining local businesses that actually understand what customer service is all about. read more

Having been coming off and on for a couple of years. They have good customer service, but their prices are a bit steep compared to the big box stores. Great place when you only need a couple of items. They carry items that most don't like S type fuses {1920's} electrical system... which I found in a pinch, and since then rewired the house! read more

Talk about Customer Service!!! I'm not much of a do-it-yourselfer so i really appreciate the friendly and helpful staff at Pastime ACE. They always know what I need and exactly where in the store to find it. So instead of aimlessly roaming the aisles of Home Depot, not knowing what exactly im looking for and trying to ask question of clueless employees.. I'd way rather be in and out of ACE with a smile on my face! read more

No big box store for me. Best thing for me has been the information that enabled me to take on home repairs that included repairing old stucco walls, replacing faucets and electrical switches and outlets. Last year my partner and i went in with a disagreement over a large purchase and staff expertly helped us settle the disagreement in time to benefit from a sale. I like the men and women who work there loads. read more

This is my favorite hardware store for almost anything. (Ellis on Martin Luther King in Oakland is my other favorite for small hardware and hard-to-find replacement stuff and general helpfulness.) What are you to think about these YELP reviews? How can this be? It's just crazy. A lot of 5's and a lot of 1's. This is just not useful information. I do notice that most of the 1's are for attitude or rudeness or service. I have NEVER had that experience, but maybe some people have had one bad encounter and run right to YELP. Maybe when something is all ones and fives, just figure that this is not a place that YELP can help you with, and move on. Same for a lot of restaurants. read more

Adore this place. Been going here ever since we moved nearby. I've been here mainly for cookware (bought my beloved cast iron Lodge pan here; found a substitute coffee carafe for the coffee maker). I can get my Ball canning jars and paraphernalia. I got my cleaning supplies (my Fels-Naptha soap, Borax, and Washing Soda to make homemade laundry detergent); and of course I know where to go for household repairs. Most of the time, I know what I need to buy and where to buy them. During those times when I need help, I happily know to get a number from the ticket machine and stick around browsing by the housewares until they call my number. Very, very knowledgeable and helpful staff. I don't think I've ever had a bad experience here. (Except when I buy soil, which is not their fault. Organic soil = no pesticides = tiny gnats that will fly out of that soil and infest your place.) read more

I love it here. Can always find what I need and then something else just for fun. People are very knowledgeable. Community feel.

I heard from a friend that Ace would assemble the grill I wanted to purchase. I called Pastime & spoke with Joseph who answered all my questions about the Weber Spirit 2 natural gas grill to directly hook up to my house. I ordered online, came in on time to the store, they assembled for $40, I picked up, set up at home & had an awesome bbq tonight! The Weber Spirit 2 is a very nice grill. Easy to use, good size for space. Love it! read more

Ace is the place, right? It's nearby and usually has what I'm looking for in one way or another. The staff is hit or miss, depending on who you get. Some people are really knowledgeable and helpful, and others give you the look like they could care less to talk to you. And if you're lucky, you'll get to overhear them talking about their nightly exploits with one another. :) Having just moved into a new place, I've been heading over there fairly often for this or that little thing that I need. I'm sure I'll be heading back soon. read more

Idk much about this store, but 5 stars for the sales attendant with a cool fro, wearing a tribal necklace (maybe this is just what we have reconstructed you look like). Remember when we two girls walked into your store completely clueless and you were like "WHAT! You want me to WORK? WHAT!?!? UGH. Ok." You are awesome. I didn't know sticking a garden hose in a person's mailbox was great for revenge/people that suck, but you convinced me of it. Also, remember that hooker we ran into outside who was screaming into her phone "HEDUNDIDTHAT!?!?", and you were like "WAS THAT FOR REAL?" and were like "HOLY SHIT I THOUGHT WE WERE IN THE SUBURBS" ...??? And then you made fun of us for not knowing where "DELNORTEBART!?" was because we are Berkeley students. I like that you said it like it was one word. We wanted to invite you to our party that week so badly (the party for which we showed up at your store looking for a garden hose plug) but we weren't allowed to. Rest assured, every time me and my friend with the dreads drive by, we give you a shoutout. And think about going in to say hello. You might think we're creepy, but we think you are awesome. Come party with us, please. No, seriously. read more

At Pastime Hardware, most of the aisles only have numbers, not labels, but it's not a problem because of Pastime Hardware's excellent customer service. At any given time, there are tons of employees on the floor who can help you find what you need or come up with a creative solution to your hardware problems. When the store is crowded, there's an efficient system where you can take a number and wait (not usually for more than a couple minutes) for the next employee. read more

Pastime Hardware is the bomb! They carry everything most people need in a very small store. They specialize in non-heavy home activities - BBQ, organizational goodies, and gardening. But there's tool, cleaning supplies, paint, etc. The staff has always been very pleasent and helpful to me and I find things there I can't find elsewhere and other stuff I never knew existed. It's also in a great location, across the street from the massive El Cerrito Plaza. The parking lot is a little odd. read more

i can't think of anything wrong with this store so I gave it a rare (for me) 5 stars. I like to go to this store. For one thing, they have a great assortment of different kinds of lightbulbs. They have some cleaning (house) products that I can't find anywhere else. They have a number system where you can get skilled help when your turn comes. The store is fun to look around in while you wait and the helpers are always friendly, nice and, most importantly, knowledgeable about handyman problems; they also make keys that work. For a hardware store, this place is neat, organized, clean. Last, but not least, they have over-the-counter reading glasses for the unheard of price of $3.99 As far as I can tell, they are no different from those sold in the drugstore...! read more

I love going to this Ace and pretty much head straight for the customer service pole upon my arrival. Those guys and gals are very helpful. Makes me proud to support a local biz vs. Home Depot even if I don't necessarily agree with their stand on some of our local issues. read more

They sold me a Dremel 7700. I fell for it because I virtually grew up with Dremels for light hand machining. This thing cost a crazy amount of money but worked about 12 times and probably cut less than a 1/2" of soft material before it died. The battery stopped taking a charge so it only ran for about 30 seconds in that time at the same time as the motor was giving out and failing to start at the same time as the switch contacts were giving out. The original Dremel worked almost forever and you could rebuild the motor's bushings and brushes if you managed to run it for so many hundreds of hours it wore out. No self respecting hardware store sells garbage like this. If our small independent hardware stores are supposed to be good for anything, it's a reprieve from utter garbage like this. You failed me. read more

Well, being that I am not much of a yelper, I had such a good experience, I have to mention it! I have been to Ace hardware quite a few times and the customer service is always very good, but yesterdays experience was exceptional. Lets face it, Im pretty "girly" when it comes to hardware stuff and I went in to see if they could simply poke a hole in a penny for me. I spoke with a gentleman named Lucas who told me that this was not something they could do for me, but then proceeded advise me on the tools I would need to get this hole in a penny. I think he picked up on my clueless nodding and smiling and chose a few "thingys" that I would need to get started and began to SHOW me how to do do it. I am much more of a visual person so this was a perfect touch! Lucas was wonderful, friendly and patient and it was fantastic!! Thanks again Lucas! read more

5 stars for the old timey "take a number" system (and thank you for keeping this in place after becoming an ACE!) 4 stars for having a pretty good inventory, ranging from all the usual hardware type stuff and garden supplies to basic kitchen essentials. 3 stars for the maybe-you'll-get-a-helpful-person-maybe-you-won't customer service. Perhaps it's generational, but a lot of the younger people could use a reminder that the customer is their bread and butter, and attend a little class in Attitude Adjustment. I'll be back because it's in my neighborhood, but the Berkeley ACE on University is way more fun to shop at! read more

The employees here alone are enough reason to shop here instead of Home Depot. Not only do they know what they are talking about but they are actually AVAILABLE and happy to help! When I go to home depot, and rarely do I ever go because I hate that place... I find myself spending more time hunting down a sales associate than my entire stay in the store. And half the time you get someone, they either don't know WTF they are talking about or they are just rude. Anyways, back to ACE. They don't call this place the Helpful Place for nothing. I'm not sure about the other locations, but the El Cerrito store in general is great. I've been coming here for years (less than before since I sold my rental property last year), and I'm always grateful for the help and service that is provided by the employees here. Some of the cashiers can be a little ehh, but you cant expect a place to be perfect. The best way to get help from this place would be to walk directly to the back and grab a number. Once they call your number, an associate will help you with whatever you need. The only downside about this place is that it is rather small compared to it's competitors such as home depot, lowes, and Osh, so you won't find everything you need. But typical repairs and home improvement supplies should be readily available. The prices are decent and you can probably find stuff cheaper at Home Depot as well, but it's much easier to find anything here. read more

Uhhh.. YEAH!!! By far the best overall hardware store in the Bay Area. It's not too big and it is definitely not small. They have almost everything and anything you could be looking for from a variety of bolts (including metric), household, gardening, plumbing, electrical, automotive... I mean YOU NAME IT!!!!!! In addition, they have little things you can't find anywhere else. On top of all this, their customer service is truly uncomparable. You pull a number and a clerk will genuinely answer all questions, take you to all the places, spending as much time as needed to figure your bind out. I was helped for literally 40 minutes with a plumbing issue once. If you go anywhere else your only fooling yourself! read more

WOW - A hardware store where they actually help! And they are not at all condescending to me as a woman looking to do some home improvements. I love this place. I also like the selection of garbage cans and plastic organizers. They even have cute French contact paper - or they did last I looked. I like that I can find interesting little things I need as well as big things like fans and heaters. I actually had a conversation with one of the managers about which fan would make the most pleasant whirring sound. He cared that much about my concerns. read more

Went into this Ace hardware store to make purchases. A new padlock and some fasteners. Padlocks are locked in a glass case, so help is needed. Elderly white female clerk said she would help me after helping someone else. But it was very apparent she wasn't going to help. It's hard to tell if it was apathy or just dislike, but ignoring a customer for fifteen minutes tells you to take your business somewhere else. It must take a White customer to get this sales clerk to show a better attitude, sadly. read more

I love hardware stores. I always have, even as a kid. I've been shopping at Pastime for the past 24 years. My Chiropractic practice is two short blocks away and there isn't a month that goes by when I don't have to go in for something. Once you go in the main door, head straight to the back of the store, take a number if you have to and prepare to experience old style customer service. You know, the kind where they say "yes sir" and "thanks for coming in". In our post-Home-Depot-takes-over-putting-the-independents-out-of-business world service by staff that actually know what they are doing is a rarity............. Pastime has it in spades read more

Whatever it is, they have it. And more! And even choices. No other hardware store or lumber place comes close!

After lots of research, i figured out that coyote urine might keep stray cats out of the yard and, more to the point, our cats IN our yard now that they have learned how to jump the fence. I called the nursery on Dwight, who referred me to East Bay Nursery, who referred me to Berkeley Hort, who suggested a big hardware store like Ace or Orchard. So I tried the Ace, which clearly had no idea what I was talking about. Then I searched Yelp for hardware stores and I found this one. They lived up to their reviews: the guy asked around and immediately told me that California didn't allow the liquid coyote urine anymore but that he would find out if they had gotten any in or if there was something else people were using now. Within minutes I was talking to someone who had found the powder form on the shelf and tracked down the Anti-Cat flavor for me. He let me know how much it was and how much it covered and what ingredients were in it (just "urea," no specifics). He did pretty much everything but buy and apply it for me! These people will be my first try for anything else I need around the house and yard from now on. read more

These folks are the best. Excellent selection, good prices, unparalleled customer support with their numbered system, and most of all a local business with really nice people. I never go anywhere else, and it's always fun to come here for my projects. read more

I always have to go here to make copies of keys for our office. Walk to the back pull a number and someone will help you on the double. I usually have to make like 10 copies at once so I have time to cruise the aisles. It seems like alot of the stuff there is more expensive than Home Depot or other such stores. They have everything from kitchen needs, beware of dog signs, heaters, tools, organizing accesories.. you name it. You can park on the street or in the lot. read more

Best customer service ever!!! We are in the middle of redoing our back yard and every time we need anything from sealers to bench brackets, we know we'll get the best detAiled advice from Harlan, Chris or whoever it is that answers the phone. Thanks a lot Pastime Hardware. read more