What do you call clerks who avoid eye contact, look away as you approach, or break into a trot in the other direction when you round the corner? If you replied, "Employed at Pastime Ace Hardware," you'd win the prize, though "jack holes" is also acceptable. It's a very Berkeley place, so if you want to get that "Asking me for help makes you a problem" experience in Contra Costa county, this is the Ace for you. read more

Covid protocol is good at the front of the store, but falls apart inside. Wanted to go into plumbing, both rows were full, with people crowded in. An Ace guy was there, not making people social distance AND his mask did not cover his nose. Waited at the end of the row for about 5 minutes until he and the customer moved out of the row. As we stood there getting a host bib faucet, they CAME BACK. And then they tried to move past us. We Said "Go around" 6 Feet is ACE policy. They both mocked us and laughed at us. ACE needs to get all its employees with the program, we've been doing this for a year. read more

As others have stated the employees are rude. Why work in retail if you don't want to deal with customers. New staff and management please!

Over the years I have come into this store for various situations that require going to a hardware store - and I always walk out with what I need. Whether it be respirators during the fallout from summer fires, or a random pair of utility gloves or car washing materials, this Ace has what I need at a reasonable price. These days I tend to buy everything online, but sometimes you just have to go in person for small purchases that require a bit of reconnaissance. It's also nice to know that this location has offered knife sharpening services at the same time every month. It's the sort of place that hasn't seemed to change with the times but still has a pretty up to date range of merchandise. A pretty great place that I've evidently returned to time and time again. read more

I've been coming here for 48 years, my family is from the area and I used to come with my Grandpa. It's always been great. I still am a fan of the people who work on the floor, they are usually incredibly helpful and go above and beyond. But I have had three successive extremely negative experiences with the managers. Condescending and rude AF. I'd detail the experiences, but frankly, the place isn't worth my time. I already made three trips within 24 hours exposing myself to the abuse and I feel like a chump for spending money there. I have even recommended them on my website for my vacation rental in the neighborhood. No more. I'd rather go to Home Depot. read more

We love this shop. Have been going here for years, and they seem to have everything. So many times they've had the small, random part that helped me repair a beloved vintage lamp or something. And I love that we can quickly grab an item while in the middle of a project - no huge lines, crowds, parking lots, drives to a big box store. And the staff is super helpful. read more

I like it here. Consistently, through the years, I have had great personal customer service. Keys not cut right; they re-do, no questions asked. Came yesterday for some casters, because guess who is getting a piano?!!! Realized that they are one of the few outfits that I spy who still sell the Mrs. Meyer's large soap bars.. verbena, lavendar, lemon.. they're all there!!! Dont' mind if I do.. just in case I cannot find them again (as was the case when B/B&Beyond discontinued them). Small, neighborhood place. Not the most competitive prices, but that's the way the cookie crumbles when one doesn't patronize giants like Lowe's. read more

Possibly the best hardware store in the world. If they don't have it, only specialty stores will have it. Been going there almost 50 years now. Always professional and prompt. read more

I've been going here for years. The location and hours are very convenient. I was worried several years ago when Home Depot moved into El Cerrito and Emeryville. Yet they have actually expanded! They carry stuff for the older East Bay houses that others don't. More important, their service kiosk is great. They're helpful, creative, and don't make you feel dumb by asking. Home Depot certainly doesn't have this service model and I haven't yet found an ACE-affiliated or hardware store anywhere that matches Pastime's level (although the ACE on University Avenue is not bad and they have trains!) read more

Wow Pastime is close to PERFECT!! In 30 years i have found everything i need at Pastime. The staff is terrific. Nothing negative to say. Check them out. read more

Just went into Ace and approached two employees in red vests. A woman was ahead of me. Both appeared to offer assistance. One walked off to help her. When I approached the other male (middle aged), he attempted to ignore me until I made clear that I was not going to let hIm ignore me. He reluctantly assisted me and was dismissive. While he was talking with me, he smelled like a distillery. Despite this, he did seem knowledgeable and may just need to not work on Sunday morning. Not sure why he didn't offer help when I clearly was seeking assistance but the interaction felt like it was due to my ethnicity. Manager should probably address this soon. read more

RUDE MANAGER #2 (Chris) I had the worst retail experience in many years today at Pastime (ACE) Hardware with a manager there (Chris). The store employees are terrific and its been a convenience to use the store over the last 6 years but this interaction left a really bad taste. For the interested: We have spent enough $$$ there over the years that we get decent coupon discounts ($5, 10) mailed to us. Twice over the years, we forgot the coupon at home and the cashiers/managers were nice enough to let us check out and allow us to bring the receipt and the coupon back the next day and credit us. On this occasion, this particular manager very rudely told me that they have never done this since "it takes up time at the register". I pointed out that this was not true since they had done this earlier this year for me. He got louder and ruder and insisted that they do not do this, have never done this. I told him that he could tell me they changed their policy but telling me that they have never done this was lying to a customer. In a bizzare & frightening turn, he then loudly accused me of swearing at him (presumably for calling out his misrepresentation) and started to make a scene, perhaps as a way of digging himself out of his hole. I don't think I've ever had a such a crazy experience at retail. Don't care about the discount do expect courtesy from the people in charge. I'll try to send a note to the store owners but for the moment, I'm taking my business to the ACE downtown and waiting eagerly for the OSH replacement on Ashby. read more

Find another source for hardware until they clean up their customer service act. I've been a loyal customer here because I want to support local business and non-chain stores, but I have found this store to be consistently inflexible on routine hardware store matters like returns. Today I picked up an item from the hobby Metals section which was unmarked as is everything in that cabinet, I checked the price on the bin and went to the register, told them exactly what it cost and they found it for the price I stated in the inventory on the register. However having done so the senior cashier directed my cashier to call for a price check. This caused a long line to form on a $2 purchase, and when the manager arrived he was unable to understand why a loyal customer would expect to have her word taken for it on a $2 item that clearly matches the exact description in the register. If they care so much about precision they'd better mark all of their stock with price tags, or put a notice on the display and provide materials for us to write down our own information. So now like a lot of other people here on Yelp, this Ace Hardware has just burned me for my effort in paying a little more and taking more time to support a local business. Home Depot has price tags on everything and I am reliably in and out. Live and learn. Let no good deed go unpunished. So much for small local business. These folks are actually less generous and less tolerant than a chain. read more

Most of the staff is nice and helpful but I avoid shopping there after a particularly bad experience with one of the managers there.

I go here often becuase of the selection. The staff in the back, where you take a number, are sometimes very helpful but sometimes really not. This time I was trying to bring back a box of those fireplace logs made out of coffee grounds. I used them last winter and they worked fine. This year I lit one and the flame was enormous, to the point of filling up the chimney and lasting at that level too long. i thought make it was a freak so tried another, same thing. So I said, "This is a safety issue." I took the box (2 remaining) back. The staff in the back said I had to talk to the manager. The manager's reaction was to get loud and angry and demand if I had adjusted the damper. Over and over again! I expected him to say, "Thanks for alerting us to a safety hazard, we will look into this and stop selling them until we find out what's behind it." No way! I was so surprised I just backed off. Luckily I had written up my complaint so i handed it to him. He said they'd send it to the company. But in the meantime, DO NOT try to use those Java coffee-ground logs in your fireplace! Something i the matter with them. And that manager should get some customer service training. read more

RUDE MANAGER or OWNER? (Tall lanky bald guy) We've been supporting the local Ace Hardware with our business for 10+ years instead of going to the Big Box Stores (Home Depot/Lowes). Even though we might pay more for the same product we wanted to support the local community/economy. After the unprovoked rude and disrespectful customer service from the manager we received today, I can promise that we will NEVER buy from Ace Hardware again. We went to buy a shovel around 1~1: 30 pm. Went to the checkout counter to pay. Credit Card reader said "No Apple Pay/ No Google Pay" which is fine because we have Samsung Pay which has completely different technology. (Samsung pay uses MST which essentially mimics the magnetic strip of your credit card as if you were swiping it. This means that any payment terminal that takes credit card will take Samsung Pay. Google and Apple Pay don't have this since they only use NFC "near-field communication.") #Facts. #GetThemStraight We've also used Samsung Pay several times before at this exact Ace Hardware without incident. Anyways we tapped our Samsung Pay on the Credit Card reader machine and it started processing, this is when the abrasive store manager came in and stated they don't subscribe to Apple Pay or Google Pay and cannot process the payments and would not get paid. We explained it was Samsung Pay and had worked many times before. He said it was "all the same" and it wouldn't work. Anyways, he proceeds to check in the backroom computer to see if the payment went through and IT DID. As we are leaving he comes up to us, points directly at our phone and starts ranting about how Samsung Pay isn't a secure form of payment, how we could easily dispute the charge and they wouldn't get paid, how he wants us to use the chip because chip = security. etc etc. We responded by saying "Samsung Pay is one of the most secure payment platforms." He fires back "YOU CAN RUN YOUR BUSINESS HOWEVER YOU LIKE. THIS IS HOW I RUN MINE." His abrasive tone and condescending demeanor was very offputting. TLDR: Store manager is a dick. Out of my 117 reviews, I only have 2 other non-restaurant businesses rated 1 star the first being a scam shop and the second for false advertising. Pretty hard to be this bad. read more

Outstanding knowledgeable and prompt service. I went searching fora small specialty hand tool. The staff knew exactly what I needed and directed me to exactly the tool I was seeking. read more

Pros: Parking is usually available Varied selection Old fashioned nostalgia confections Convienient location Open earlier than most stores in area Cons: Repeatedly ignored then vague answers Cash bills over 20 repeatedly refused Credit card system down quite often Cant or wont type in cc numbers when chip on card doesn't work. Unfriendly staff especially unfriendly. managers Manager talked down to employees. When there are so many ways that they turn away your money and they are unfriendly or unhelpful in suggesting other options when they do so, it makes their great selection, Null and Void. I've had to leave the store probably two or three times without the things I was trying to purchase because my cards which work everywhere else and my cash wasn't to their standard ? So I guess you have to go here with a lot of small bills in cash. I both look forward to the selection and dread how irritated I might get when I know I have to go here. read more

Boss slams door in my face at 5:58 because they close at 6, also don't recycle or take back batteries. What a shitty store! read more

Owner or manager is EXTREMELY rude and unhelpful, often stands outside his office making rude comments about the patrons entering the store.......the store DOES have all the hard to find parts that you wouldn't find at H.D. or the big box stores. In the past, the clerks who help one find things were uniformly good at their job, but in the last six months I have gotten two who were inept and had a difficult time understanding and visualizing the problem I was trying to solve. UGH! I will still continue my 25 years of going there rather than the big box up the street, but sad to say, I no longer expect much from the employees. I learned to avoid the owner/manager a long while back. read more

If you're looking for anything hardware related, go to Home Depot because it's substantially cheaper. I get it, most people go to Ace because of the so-called, "service." Here's my experience about this "service" I received today: I went there today to purchase items I needed to complete a project at home. I didn't know what size I needed so I purchased two different sized items to avoid having to come back to return in case I needed something else. AFTER I paid, I was told I couldn't return my stuff. The cashier told me that it was "policy" because people often use the same type of item and return them after using it. I get it. If I had known that policy PRIOR TO PAYING, I wouldn't have bought two and went home first to measure the size. I told the cashier I didn't know what size fit, hence I purchased two. She then told the manager about my concern and he said, "don't buy things if you don't know they fit." First, the there should have been a disclosure PRIOR to me paying. Second, learn better customer service skills to avoid pissing off customers. Finally, that "manager" needs to go. I will NEVER purchase anything from this Ace Hardware again. read more

Selection is pretty good here and the men who work there are very helpful, if the customer is a man. If you're a women, you're treated in a very condescending way, as if you must be incompetent. At least 50% of the men you ask for help grudging answer questions, with no explanation, and in as few words as possible then walk away. I'm relatively handy using drills and other hand tools but I always want to do things right so I need to ask questions. I try to find one of the women to help me when I go in but their take-a-number system makes it hard most of the time. read more

Historically, Pastime Ace has been the best and I'm having trouble adjusting my thinking about it. There are lots of nifty things and some very knowledgeable sales clerks. I like it. After reading quite a few other reviews just now, I'm realizing that some of the criticisms are true and I just haven't wanted to admit it. Recently, for example, I went in looking for a kind of tape that you put on the edge of an exterior step to make it stand out so people can see where they're stepping at night. The young clerk confidently took me to absolutely the wrong product and left me there. I considered it for a while and realized it very likely wouldn't work. Then I hunted around until I found the right product, in the downstairs room. I couldn't cut it myself, though, so I had to wait in line for another clerk to do that. I asked for 10 feet of white tape. At home, it turned out to be six feet of clear tape. (The clear tape has a white paper backing, so it's not completely easy to tell. Still, I had an expert cutting it for me, right? So...) I went back to Pastime and got back in line and had someone else cut me the right thing. Then I went to the cashier and explained the situation and asked for a credit on the product that was wrong. She said they don't take that tape back once it's been cut. "But your clerk cut the wrong product, in the wrong length," I said. She gave me the credit. Obviously, that's not the worst experience in the world. But it took me three clerks and two trips to the store to get $10 worth of tape. And I was treated a little like someone trying to scam the system. In the end, it's that personal relationship thing where Pastime has really failed over the past few years, I think. During my afternoon trying to buy tape, I passed the young clerk who took me to the wrong product and the other clerk who cut the wrong product and neither indicated that they'd ever seen me before. They assiduously didn't look at me. That's kind of the culture there, for some reason. It's odd. I've been at Home Depot or Macy's lots of times when I pass a clerk later who's helped me and they say, "Did you find that thing you were looking for?" or some other friendly thing. I'd been to that cashier who challenged my tape return, too, dozens of times. And I realize that that's what's truly weird about Pastime Ace Hardware. It doesn't matter if you've been a customer for more than 20 years, as I have. You're always nobody. Even the miserable, exhausted, and underpaid baristas who change all the time at local coffee shops are more personable. It's a very weird thing. read more

Good prices and very helpful staff, a far cry from the terrible service at Kensington ACE!

I went there twice within a month recently. First time I purchased nails and yesterday two bumjicords. Each time the pricing was more than listed on the display shelves. Even though service was okay. Buyers beware. read more

One of my favorite hardware stores by far. They have what you need - they have what you don't know you need - yet. I've not had any experience with grumpy employees, everyone has always been very helpful and friendly. I needed a wind screen for a triple-ring propane burner. The store where I purchased the burner did not have them in stock, and I did not have enough time to order one online. Plus, they are fairly expensive and I was not willing to pay for expedited delivery on top of it. I started thinking that aluminum siding might do the trick. I was near an OSH so I went in and hunted through the aisles until I found what I was looking for. A sales associate approached me and offered his assistance. I asked if aluminum siding was fireproof (I didn't know). I told him what I would be using it for and if it would work. He couldn't answer my questions and asked if I had a computer, and suggested I go home to do some research first then come back. Umm, okay. I thought that was what I was doing by coming into your store. And no, I don't mind driving 30 minutes home in traffic and driving back. He didn't think anyone else would have an answer to my questions. I said "fine" and left while he went back to whatever it was he was doing. I made a couple more stops on the way home then realized that Pastime was in my radar. The first person couldn't answer my question so she referred me to another associate. I got the answers I was looking for and made my purchase. Next time, I will just to go Pastime. The price difference between them and OSH was minimal - and I could have saved myself some time and aggravation. read more

Rude staff person steadfastly refused to bend the nonsensical "we don't have a public bathroom" policy despite the possibility of a young child wetting themselves in the store. "Where is your restroom?" "We don't have one." "She's going to pee her pants." (shrug) "Where do YOU go?" "Well, there's a Peet's a block that way" (points vaguely) OK, that's your policy. So peed in the parking lot and spent our money elsewhere (and won't go back.) read more

A lot of employee turnover at the cash registers. Very weird. They often have good sales, but overcharge for everything else. Strange vibe coming from some manager always hovering over the sales clerks. read more

This is El Cerrito's hardware store. Everybody goes here and has for decades. Even me. One experience shouldn't ruin a reputation -- bear that in mind. But I will make an effort go anywhere else but this store from now on. As inconvenient as that may be its better than being given the public run around over a $12 cash refund with receipt on a purchase made of a defective item 15 minutes earlier. read more

I love this place and honestly would give it 5 stars if it weren't for one HUGE problem. The manager of the store has never once been even close to friendly. Every encounter I've had with has been bad enough for me to want to walk out and go elsewhere. He is rude, dismissive and condescending. Every other employee that works there has always been friendly, helpful and some have gone above and beyond what's expected of their role. I'm shocked that they would continue to have someone like him in a leadership position. read more

Went in today having never had a problem shopping here before and always plenty of people to help, found the saw blade I wanted and had to have someone with a key get it for me. Only it seemed to be a day with just one key clerk and this after asking 3 associates... So I spot the manager standing at a closed register looking bored and asked if he had a key for the saw blades to which he responds "yup, just go wait for a clerk" so by this point it had been nearly 15 minutes since I walked through the door and even though I was only there for a saw blade I managed to find several other things I was going to purchase so I put them in a cart that appeared to possibly be a (go backs) cart anyways and I said "ok I'm done, I'll try another time" and as I was walking out I'm pretty sure I heard the manager (the only male at the front at the time) call me a "Jerk!" So after 20yrs of being a patron I think I'm now done with Pastime ACE Hardware. read more

If I could give less than one star I would. I've been shopping at Pastime hardware for decades. Today I was in line to make a purchase, and a manager was standing nearby. I asked a question that i've always wondered about: "Why do you have three separate lines," I asked, "instead of one line that goes to the next available clerk?" He said that I might prefer it that way, but others don't. I asked why anyone would prefer a system that can often take longer- maybe there's a reason that's never occurred to me, I thought. I wasn't angry or upset- simply curious. I wasn't in a hurry, but the three lines system has always baffled me. He said basically if I don't like it, then don't shop here. He immediately got confrontational and another manager came out- I said I just asked a question- I've been shopping here for 20 years, and this is how you treat a customer? They both literally said "F*** you!" as I left. This was in plain hearing of all other customers. "F***ing f**k!" one said as I left the building. I didn't ask my question to create an argument- it was a simple question and I could not believe the response I got. This was so beyond the worst customer service I've ever received. I will never set foot in this store again. read more

If you filter past reviews on the word "manager," they're all negative. The staff is nearly always great, but the managers are often disrespectful and unhelpful to customers. When staff take their cues from management's bad attitude, the longer drive to Home Depot seems worth it. read more

I can't believe they are closed at 5:00 pm on a weekday. People are back to work, would be nice to shop at a local store instead of a big box store. read more

My family and I have known this business since at least the 70s. It's been a go-to spot for everyone in the area for generations. Most of us have chimed in and given Pastime high marks, and in spite of the occasional employee who was having a bad day or didn't like his job, we always counted on these folks to know what we needed, have it around for us, and explain how we could solve our problems. Businesses like this used to be proud members of a community, passing from generation to generation. It's sad to say this, but the writing is on the wall. They're reducing their hours, and that's the first sign. They've made their business the model of the old Country Store, targeting householders rather than contractors and professionals. They know that we householders are under pressure, with everyone who's able to be employed holding at least one job, and trying to keep up with a family and a household, and yet they're making themselves less accessible to us and saying it doesn't matter. These folks are getting tired of the hardware business. They think Amazon and the Big Box stores are pushing them out, but they're doing it themselves. People want to shop in places where they can discuss their real problems with real people. If they simply made themselves ambassadors for their business model and made their customers feel appreciated and supported, they'd last forever. But it seems that they don't want to. They'll be missed, the same way Atalic Ace Hardware is missed now, Maybe we'll be lucky, and someone who understands what they represent will buy the business from them. read more

I used to love this place. I was taken aback by the boards that were put up for the demonstrations, even though nothing ever happened near them, figuring they'd go away when things calmed down. They didn't. Then Covid, and I understood their change of hours, also figuring "normal" would return. It didn't. I am so supportive of local small businesses, I prefer to go to them even if it means paying a bit more. But here I'm done. I love everything about this Ace hardware, except these two things. Especially now, the hours. I get off work at 4 pm and Sunday is one of my only days off to do home projects. It's become too inconvenient to shop here. So now, I'm going to OSH, which is much more welcoming. read more

The real service is with people in back. Expertise, tact, go-to attitude. You can't beat them for helping you and being patient. This is the legacy of Pastime hardware. The store may have changed in some ways since they have become part of Ace Hardware, but the service in back has not. Thankfully. The downfall lies with check out counter. No hello, no please, no real customer service. I can't tell you how many exchanges I've had there where it would've just taken a simple thank you or even one moment of eye contact to make it feel better. They do not know how to finish a sale. You are standing there, just having paid, and they turn their back to you to speak to a colleague. Partly they hire high school students who have no manners whatsoever, but even the older people up there could improve their manner. read more

Not sure what happened, but my last two or three trips there have been disappointing. It's as if they've given up entirely on customer service. Few items are priced and the electronic price checker does not work. The checkers are rude, impatient even when there is no one else in line. The pushy woman who was ringing up my order grabbed my credit card when the machine balked. No, you may not do that. I miss the little store in my neighborhood. But Pastime used to be a decent alternative. Not worth the drive now. And because of their attitude, I saved quite a bit of money going on line. Another good store bites the dust. read more

I called ahead to inquire about a staining product I needed. The guy came back on the line to say that they carried it. I drove over. I spent an hour of my time on the whole thing in-person, only to find out they don't carry the product and never have. If you need to deal with leather staining and dye jobs, you won't find anything helpful at this store. You're far better off getting it online. read more

Well .... three of us are standing at the front door on a Sunday night. Locked out. It's 6:00pm. Not 5:59. Not 6:01. **6:00pm**. The daily store hours are through 6:00pm. All I need is a teeny weeny 1225 3v button battery, which I try to show through the glass to the tall guy inside. He shakes his head from left to right. The man next to me bemoans that he'd just gone to get a hotdog and had hustled back to make it in. Nope. Not our lucky night. Come on people! Lock the doors at 6:01pm like your sign indicates, and leave your customers smiling instead of needing to vent. To Home Depot it is... read more