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

The five stars is meant for the older Black gentleman who works there on weekends and other times…read moreat a local lumberyard. (My poor memory means I totally forgot his name.) He was very helpful when I visited several weeks ago. My father had not heard his answer to me and asked him the exact same question I just did but he was patient and answered him again. Followed his suggestions and they helped me and my neighbor fix our plumbing issues. Otherwise, service can be hit-or-miss depending on who you encounter. This hardware store has the a great opportunity to garner more business by being helpful to customers. As a long-time home owner and HOA Board member, I am willing to pay more for service when it comes to home repairs/ renovations since while other places might have cheaper supplies, it's often advice I seek at the same time, even something as simple as 'Where is A located?"

Poor poor customer service. Older Asian male , short with his responses and rude. Zero help. Go to…read moreanother Ace Hardware if you need helpful assistance.

I have been here twice in the last six months and really appreciate the help that I have received…read more Both times I was helped by a pretty young guy (including today). And both times the young guy genuinely tried very hard to come up with a creative solution to my problem--and both times succeeded. That effort and attitude are really appreciated as compared to my experiences at Home Depot. Thanks Ace Hardware!

​I am absolutely furious. My order was confirmed and ready for pickup, but Mary Ann canceled it…read moreright to my face with a massive attitude. They claimed the item was "sold out," but when I went outside to make a phone call, I watched multiple people walk out of the store with the exact product I had just been denied. They literally canceled my order just to sell it to someone else and lied straight to my face. Unbelievably shady and unprofessional. Avoid this place.

I have always thought Home Depot could be a fine place to take someone on a first date, provided…read moreneither person had any interest in a second date. It would be revealing. You could learn a great deal about a person in the aisle with the toilet seats. Some people become practical there. Some become philosophical. Some pretend not to see the padded ones. This is valuable information. You go in for a light bulb. This is how it always starts. A light bulb is innocent. A light bulb suggests maturity, responsibility, a small errand performed by a person whose life is under control. But I always feel slightly fraudulent in Home Depot, as if at any moment an employee will ask me to identify a flange and I will be escorted out past the riding mowers. The people around me seem to belong there. They move with confidence, carrying ten-foot lengths of Schedule 40 PVC, half-inch EMT conduit, pressure-treated two-by-sixes, boxes of Tapcon screws, five-gallon buckets of joint compound, and coils of PEX tubing with the calm authority of people who know what all of those things are for. I carry a light bulb I removed from home like evidence. I hold it up to the rows of soft white, daylight, dimmable, non-dimmable, A19, E26, 800-lumen possibilities, hoping one of them will recognize it as family. Then you pass the cabinet hardware and suddenly remember that every drawer pull in your kitchen was chosen by someone with no affection for you. You wander into paint and realize your walls are not beige, but sad. You look at faucets and begin to think your bathroom has been lying to you. The store has a way of exposing the limits of your adulthood. You may pay taxes, own furniture, and have opinions about insurance, but then you stand in front of wall anchors and realize you have been pretending for years. There are anchors for drywall, plaster, brick, concrete, hollow doors, and situations described only by weight limits and quiet menace. The genius of the San Mateo Home Depot is that it does not shame you. It simply presents evidence. Here are better hinges. Here are shelves that imply you might one day fold towels properly. Here are storage bins that suggest your closets could stop being legal incidents. The store is not selling lumber and grout and extension cords. It is selling the possibility that your house, and therefore perhaps your life, could be adjusted. I love it. I love the smell of cut wood and fertilizer. I love the paint samples with names that sound like retired racehorses. I love the garden section, where I briefly become a person who grows basil instead of buying it in a plastic coffin at the grocery store. Home Depot in San Mateo is wonderful in the way useful places are wonderful: unglamorous, forgiving, and full of people who can turn your vague description of "the little plastic thing under the sink" into an actual object you can take home.

Went in to return a few items, including a rug that I ordered online. The rug came with some spots…read morethat appeared to be a manufacturing defect. Called home depot customer service number and was told that I can just bring the rug back into the store, where a full refund would be issued along with a credit of some sort for the inconvenience. Brought the rug in and Courtney over at the return department saw the notes associated with my order, unfortunately it was not noted as to how much the credit would be. Courtney could have just given me the run around and not help me try get the credit that I was told over the phone. She went out of her way to ask her fellow peers and call customer support to get the credit that I was told over the phone. A thank you Courtney, Joseph and Olivia (store manager) for stepping in and going above and beyond to make sure that I'm a happy customer. It's individual such as these that makes a difference in customer service and what's sadly lacking in businesses and industries all across the board. They are role models and examples of what customer service should be!

If you want to have a delivery that's an hour late with no notice dumped on the sidewalk so it's…read moreunusable for everyone call these guys! They'll be rude and unaccountable:)

If you have no other reason to go- this *feels* like a hardware store. I know when I say this I am…read morespeaking to a very specific subset of people. However, when I was a kid, my dad would take me with him to the hardware store, and I would get a lollypop while he and whomever from behind the counter would wander around looking for an eyebolt or the right shade of caulk. Giulio- who I assume is the owner, is easily 10 years older than my mom, who lives in the assisted living up the street. My mom can't be bothered to go to the chair yoga we're paying for, but Giulio went to work. He's not totally mobile, but he knows his s#!t. Whenever I come in, he or whoever else is behind the counter is happy to chat through my issue and suggest something. It's not a Home Depot- so they may not have what you're looking for every time- but they have a lot of things, and it makes me happy to know my money is staying local. Also, side story: One day during the summer, it's like 90, and I am behind a contractor who's getting a bunch of stuff - lumber, rocks...I don't know- but he's paying for it, and he grabs some water bottles for him and his crew and puts them on the counter. Giulio totals him up and says a number; the guy says, "Oh, don't forget these waters". Giulio says, "The town where I come from in Italy has the best water in the world, and it flows right off the mountain. If my father knew I was charging people for water, he'd come back from the dead and strike me down. Those are free." C'mon. How can you not go here first?

I've been coming to this building for my hardware needs for over 20 years. Regardless of the name…read moreon the wall I've come here because I wanted to support local millbrae business. I've spent THOUSANDS of dollars here over TWENTY PLUS YEARS! I'm a "member " here. Basically they track my spending habits with my phone number. (I guess. Because I've seen no benefit to me from it ). Anyways that ends here and now. I've never been made to feel more unwelcome or unappreciated than I was 45 minutes ago. I work hard. I started my day at 5 am. Midday my trusty Carhartt jacket tore and I spent the rest of my 13.5 hour work day with cold drafts and a plan to come here for a new one. This is after all the same place I'd bought all my other high priced Carhartt gear. Put yourself in my shoes. 5 am start. Off at 6:30pm with a torn jacket. A feeble lunch of whatever it was I had and enough coffee to get me through. Race to the Outdoor supply and walk in the door to be "Greeted" by "You have one minute to shop!' We close at 7!!" (Mutters to coworker. Loud enough for me to hear "I know I know I shoulda locked it !" ). But I look at my watch it's 6:58. So apparently you don't "close at 7" you close a little before that. I'm followed by 2 men that are acting like children telling me "we close soon ! We close soon ! He's closing the register !!" In the MOST WHINY AND PATHETIC way I've ever heard. As I say. "I know I know I was already told. But I NEED A JACKET!" I'm followed to the jackets then I'm told again. "We close soon he's closing the register !!" (Look at my watch. It's 6:59) I find my jacket. It seems to have increased in price nearly double what I remember having paid previously but I'm literally so uncomfortable because I have two grown men and a teenager pacing and acting like they'll all be punished or something terrible will happen in the next 12 seconds. So I quickly find my size jacket. Only to discover that it's literally CHAINED UP!! With a steel cable and padlock ! In MILLBRAE. Not a third world country. Millbrae. Let me be clear. They've chained up the jackets and you can't even try them on!! Then as the three employees pacing around me figure out that they can't annoy me away. They begin to frantically try to unchain my $150 windbreaker while conversing loudly how inconvenient I am and how "he's closing the register !!" (Question ? Does ... like ?? I dunno. A BOMB GO OFF? Does like little Timmy lose a thumb if the register closes at 7:01? ) Cuz by 7:03 as I walk ran to the register in time to see another man shooed out the door with the entire rest of the store staff pacing by the door as If they all need a wee wee and the potty is closed .. the cashier is hurriedly ripping the cash drawer out of the register and trying to leave. Making me wonder what woulda happened if he left my sight ?? Would I have been told in that same whiny tone "sorry. We told you. He. Closed the register .." Seeing me ; his shoulders slump , he turns to the cash drawer and shoves it closed and BEFORE I can even ask "what's the easiest way I can pay and get out of this awkward mess?" He says "card only we're closing ". (Ok. I get that. It's literally all I've heard In the 4 minutes I've been here. ) I (for some reason) give my phone number even tho I already am seething and also oddly feeling guilty like I've somehow ruined 6-7 people's night by being their last customer. I pay and I'm followed out by 2 people. Only hearing my first friendly "thank you " as I walk out. Thinking to myself it felt like "thank you for FINALLY LEAVING !" It was 7:05pm So. I'll say online. Publicly for all to read what I said to her. "I'm sorry I came in .." I mean it. And when I say "I'm sorry. " the man I am means that it won't happen again. So don't worry Outdoor Supply. I won't bother you all again ever with my patronage. I'm sorry.

Was in search of a metal 33" inch tomato basket for a plant that we had grown inside but now…read moreneeded to be planted outdoors in our yard. Initially I was going to go to a local Ace Hardware but soon learned many locations did not have it in stock. As it happened, I was in the area and stopped by OS in Millbrae where they had several baskets of which I selected the 42" which was actually the size that I really needed. Great service by the employee who was working in the paint area as initially I could not locate the item and he provided specific directions.Thank you OS for my $6 purchase.

Always have what I'm looking for and more. Friendly and knowledgeable staff. Easy to park, easy to…read morespend an hour there looking at tools and wood and screws.

First time I went there today and boy, what a great experience. The folks there are not only…read moreknowledgable and super friendly, they actually take their time and help you out. It felt like the "good old days" when customer service was an art. Which is what they practise at San Mateo Lumber. Thanks for your all your help!

Studio Belmont has been awesome to work with. Amy helped us select all new kitchen and bath…read morehardware for a remodel and they were very knowledgeable and patient as we explored different options. Their prices were also fantastic. No haggling, and when Amy gave me the price, I price shopped with some other plumbing and bath showrooms and her initial price was better than everyone else's even after I asked those other showrooms for discounts etc. Also, better than internet pricing. When the products came in, they were delivered straight to my house with no issues whatsoever. A fantastic experience from start to finish. Highly recommend Amy and the team at SB.

Diana was the best! She helped us pick all plumbing fixtures for our new home build. Diana's…read moreproduct Knowledge and customer service is unmatched!

I went to Home Depot on a Thursday night around 6:45. Alex in the paint section was solo and busy…read morewith several guests but when each guest asked for help he was very friendly and polite, as well as helpful. His attitude was amazing. He is a great example of excellent customer service. He was very knowledgeable and dealing with him made my night. I wish more employees at Home Depot were as great as Alex.

Very disappointed in the Home Depot personal at this location. I went in there yesterday to get a…read moregloss lacker finish for a table my partner is crafting. Now I went the general location of where it would be found a asked a crew member in a Home Depot vest exactly the brand and type I was looking for and that I didn't want it in the spray can I wanted it in a quart as so my partner and put it in his own spray gun. The man looked at me like I was crazy and was no we don't have I haven't even heard of that brand I said oh okay well it doesn't have to be that brand but could you point me in the direction of that product. He then look at the guy in a blue Adidas zip up and was like do you know what she is talking about and he said no I don't think we have that. Then pointed to the spray cans and then was oh well this is probably what ur looking for and it was a quart can of lacker. I said okay well this can be sprayed right and he said yes and then walked away . I bought it come to find out that one could only be brushed on. So great then I go back to return it I ended up picking up some spray cans instead. That same man in the blue jacket was there behind the paint counter I the. Asked him where the stir cups are because I needed to pick up a couple more things since I was already back there he looked at me and was like I don't know. I think we have some plastic cups down on the aisle to your right. And then turned back around to the computer.... I ended up finding the cups that I needed so thank God for that but the attitude and the judgment and the clear unhelpfulness from the crew members. There was really appalling. I've had plenty of other experiences at different. Home Depot's. That have been completely different team. Members are always happy to help walking you to the sections, but I received none of that at this Home Depot. Hopefully, they can shape up their team.

I recently had a door issue that a HOA property management company could not get correct for over 4…read moremonths. I did my own research and discovered this gem of a store to get it correct for me all within 7 days. The customer service was friendly and very helpful as soon as I walked in. I discussed my issue and they took it upon themselves to review the project and make the door, supply the necessary supplies and deliver it to me. Going above and beyond without blaming anyone made me confident General Hardware in Redwood City is a "Go To" place! Thank you!

I went to this store a couple years ago to get a few hinges for my kitchen cabinets and had a very…read morepleasant experience. Then last Thursday I went to get more hinges and a young man helped me and gave me hinges I thought were correct. I took them home and my husband said they were the wrong size. I went back today to explain and from the minute my interaction started with the older gentleman there he was rude. I won't support this place in the future. Now I am left to track down the correct hinges and out 32.00.