I am trying so hard to shop local, but this Ace is testing my patience. I went in the other day, and 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. read more

I like to support local businesses but very often this Ace location doesn't have what I need or presents 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 read more

Amazing people and most friendliest in the county. Just wanted to thank you all for helping me through years. BEST of Marin county.

I wanted to thank Shelley in the Nursery. She was so helpful and friendly. I had so many questions and she answered all of them. She even helped me load bags of dirt into my car. She made it so easy. Thank you Shelley and I will be a return customer. I will definitely recommend that my friends come and see you for any gardening questions they have. read more

Shelley has really transformed the nursery at this Ace Hardware. Very beautifully staged with a very large selection of premium plants. PLUS Shelley knows much more than any professional plant person I have talked with and is very happy and willing to answer any questions or help in any way.. I encourage you to go by and visit this nursery and ask for Shelley if she is not in the nursery at the time and you need help.. This is also a well stocked hardware store as well. read more

Asking if someone needs help is great... ignoring their indication that help is not needed is condensing, rude, and bad for business. One experience with a pushy man inflicting his unneeded "advice" is enough to make me reconsider this location. Do better! read more

Never would I think that I would write a negative review of an Ace Hardware. Typically, no matter where I go, the employees are always friendly and eager to help. Not here. Rude and unfriendly. Couldn't tell you if it was a bad day, if they just didn't like the way I looked or if they don't like dogs. I had my greyhound with me at Pini Ace the other day and the employees there were so welcoming and friendly with her. I can assure you I will not come back to this particular Ace again. Plus the selection is pretty bad. read more

We remember when this place stopped being a Sizzler and became Ace - It's been up and down, but at, Aug 3, 4:15, we paid our last visit. I attempted to have some paint made, but the angry guy in paint refused, since the tint base was the wrong one, and he only had the more expensive base in the right tint. I explained it was for my 3rd grader, who was standing there with me, but he said he didn't have the right shade of base. I explained, I was not concerned about anything but leaving with a gallon of paint, and I was not concerned about the tint base. He again said he could not. I pointed out he was refusing to, not that he was not permitted, as a third grader was not especially concerned about whether the tint base was right. It was at this point he began to shout at me in front of my little one. Concerned that he might escalate, we headed for the door, all the while seeing customers laughing about his outburst. Bizarre. We headed to the 4th St Ace, and as a matter of principle, ordered the exact mix and base we picked at Marin Ace - Less than 30 minutes after the mantrum, we had the paint you see here. Seriously a shame. read more

Marin Ace Hardware - The Ace Hardware paint the Marin Ace refused to mix for us. - Hardware Stores Near Me - San Rafael, California

This ace hardware store has very helpful staff. They really want to help you choose the correct product for your project.

A saleswoman named Yareli helped me and when I told her product I was looking for she said she would try and help me. Unfortunately, she sold me the wrong product so I had to make another trip to the store and return it and the handyman will have to come to my house again to install the correct product. She should have got a salesperson who could help me or told me to return when there was someone who could help me. read more

Needed a specific size toggle bolt and found the right one on their website. Printed out what I needed and a friendly staff member greeted me immediately and directed me to where I could find them. He knew exactly what it was and where it was. Also allowed me to carefully remove the item from the package to match it up to the old one and make sure it was indeed the correct size. Checkout was quick and easy. I'll be back next time I need something else. Much more pleasant than going to H*** D**** and I like supporting local businesses. read more

Shopping at this Ace Hardware store was a memorable experience, it doesn't happen very often these days when you have online choice(s)!... Andrew was very professional and went above and beyond to exceed all the expectations! Highly recommend this place! ***** Cristian M read more

Was advised that someone (unknown if staff or patron) at this location tested positive for COVID which is why they closed the store sometime in the afternoon on Saturday 5/16/20 to decontaminate. When I called to simply verify if that info was true as I shopped there on Fri 5/15 and Sat 5/16 when they opened that day, the guy I spoke to was extremely rude and said his manager said it was privileged information and they didn't have to provide the general public any information regarding the circumstances surrounding the closure. He did state they did decontaminate the store but he would not say why and further stressed he didn't have to tell me why. What a horrible way to treat members of the community who have elected to shop at ACE to support small business. I will never shop at this ACE location again and I will definitely pass along this disgusting interaction to friends and neighbors so they can consider shopping elsewhere for their hardware/ garden needs. read more

Marin Ace Hardware - Hardware Stores Near Me - San Rafael, California

I will NEVER go to this Ace again! I tell myself that every time but I keep coming back. Not anymore!!! There is ALWAYS a problem! Today I had keys made and none of them worked. I'm SO frustrated. As I stand here it's taking 3 people to try and remake the key. I don't understand what the problem is. One of them smells so bad like cigarettes that I can't even stand near him. Yuck! read more

Of the thousands of little bins containing various screws, bolts, and nails, show one of the employees, and they know which one by heart. They are awesome! Chris very friendly on the phone and checked for wooden pallets for us too. read more

We had not been to this hardware store for a while, and were tired of the big box department store. I certain you know which one - where can wonder for what seems for hours before you can get any help, and where what you want is never where it is supposed be or mislabeled. At ACE, the store personnel know where their merchandise is, and are glad to help you find it. I was particularly impressed with Jackson who was friendly, knowledgeable, and willing to help. I had a hose on which painters tripped and pulled the faucet fitting off an otherwise new hose. When asked for a tool to fix it, he went to the back room, and spent about a half hour to fix it, and saved me the price of a new hose. I(f you need help getting hardware, you should try them out. read more

I went here for the first time this weekend. 6 employees standing at the front, no one acknowledged us and we had to ask for help with paint. There were opened boxes in the aisle which made it difficult to walk in the aisles, not to mention hazardous. When checking out, the cashier did not greet us or thank us after the transaction. We overheard what appeared to be the manager have to tell the staff upfront that they have to answer the phone. Truly a poor experience and we will never go back there. Do yourself a favor, go to Pini in Novato. Their staff is excellent, will approach you to offer assistance and are just overall excellent. read more

I used to have a decent view (never stellar) of this Ace Hardware but today it slid way downhill. Last week I purchased the most expensive hand trimming shear they sell, today the latch that keeps it closed broke off so I returned to the store for an exchange. They refused an exchange as well as a refund. They told me I had to take it up with the manufacture. Do not shop at the Ace on Merrydale if you want normal customer service. And do not purchase a Corona Hand shear, expensive and break with normal one day usage. I will go back to Home Depot where I know they give full refunds on defected products. My response to Marin Ace Hardware: Yes, I have have an Ace Rewards Member Number. I was never asked for my Ace Rewards Member Number or told it would would solve any of this. I was only told no exchange, no refund, contact the manufacture. This is after I asked "why have you been collecting every purchased I've made here for the last nine years, I know you have a record of this"? read more

Marin Ace Hardware - Broken Corona Shears - Hardware Stores Near Me - San Rafael, California

Larry patiently searched and found the washer needed to repair our leaking faucet handle. He took the time to make sure it would fit our valve, and was the right one. Next he helped me find two other less-common items in the store. Excellent customer service! read more

I always find exactly what I need at this store. Amazing inventory for a small store. Plumbing supplies, bird seed, bird feeders, plants and gardening tools. I also found a new pour over coffee carafe! The staff are very helpful and friendly. One of the few places you can get a key cut correctly these days as well. read more

This was THE BEST customer service today I've had in ALL the Ace hardware stores in Marin! I've lived in Marin for 23 years & have been to every Ace Hardware store in the County - and this was THE BEST customer service I've had in recent memory! Willy was great - I received outstanding service today! I called in advance to ask if someone could please help me with 2 repairs, reached him on the phone, and met him with my projects. I had 2 hoses that burst and needed repaired, which he did expertly, and then a weedwacker that needed parts and cord, he assembled them all for me, checked everything to make sure it worked properly. It was hardware service as hardware service should be! We come there to find something and fix something much of the time! Willy is friendly, a supervisor there, and although young - he really knows his stuff (learned from his grandpa we spoke of!) he is smart, bright, a good learner, and/or will look to learn up on topics to answer questions if needed. Problems solved today, yay! I spent the whole rest of the day getting everything done that I needed to after those 3 items got fixed and running again! Thank you! read more

I have to congratulate Ace for two exceptionally knowledgeable and friendly staff. Oscar and Jackson were polite and extremely helpful. As long as you employ fellows like these two, I'll remain a very loyal customer. Thank you!! Georgia read more

My back garden patio was flooding due to the rain. I called Ace at Merrydale for a specific small outdoor sump pump. They did not carry it-but the staff person (male) said he uses a ACE brand that is like the one I wanted. He put the pump aside for me the store opened at 8am- I was there at 8:30am. He explained how to use it/what I needed. I had everything I needed at home-I just needed the pump. It has been working great-keeping up with the flooding. Thanks ACE for a easy purchase during a horrific morning. read more

Scott helped me quite a bit with a fence staining project. He told me about a step I hadn't considered, and then showed me what applicator might be best. Great customer service! Seems better than I've experienced in earlier years. read more

Let's talk. I went to Marin Ace because I could not face the stress of Target or Costco. I thought to myself, I will pay more, but I will save time and support a local business. Well I was pleasantly surprised to pay less than I expected to pay even if I had taken the time to go to Target. The team at Marin Ace was so friendly and helpful. What a great experience. read more

Like many businesses since the pandemic, they face staffing challenges. However, they are always friendly and helpful and have an excellent return and exchange policy. We are fortunate to have a local hardware store that tries hard to do a good job. read more

Convenient, well stocked, and good prices. Friendly and knowledgeable staff. I can usually walk in, get what I need and be through the line in minutes. What else would you need? read more

When you called to check on stock for a stain, mentioned the color, said you'd be there at 7am ish the next morning & it was ready for you with out paying up front & not asking for the favor! Here's to great customer service! Shout out to Zack in the paint department ! read more

Marin Ace Hardware - Marin Ace - Hardware Stores Near Me - San Rafael, California

This is our home Ace and it used to have good customer service, but the last 3x I've been in, staff has been beyond rude and . They seem to be very unhappy, but they should know a lot of 1st responders do not shop in uniform so when your rude and say you shouldn't be working, that person you're rude to may have just gotten off a shift doing real work. Today I went in for something simple and the store was almost empty. A staff person was on the phone so I waited until she was off to ask to have $20 tool unlocked from the shelf. She laughed at me acting like she was helping someone who wasn't even in sight. All she had to do was ask me to wait or refer me to any of the other 4 people standing around to help. I'll be shopping somewhere else for this stuff now. I see the manager responds to every complaint, but the response is inadequate. Your staff needs training on how to treat people. When a customer is polite, but gets a sarcastic or demeaning response, it has nothing to do with the customer or being tired. I went to the Novato Ace today and it was a night/day difference. Not disorganized or cluttered and staff assisting everyone happily. read more

I really want to support my local hardware store but the customer service in this store needs improvement. Courtesy, politeness and constructive dialogue go along way. I a, writing this in hopes to appeal to management so some action can be taken. There's no reason why I should feel bad when I need to go to the hardware store. Seems like this is long lasting impression I am given. read more

Great store with helpful staff. Will be using this location every time I need a key made because Mike Moon is the best key maker around! Thanks for saving the day Ace Hardware! read more

I have shopped here regularly since they opened. I have always received good service until today. I went to repurchase several of an item always previously in stock. When I went today the items were not on the usual shelf. I asked several employees if they had any of the product and they did not know and finally I was referred to a tall gentleman with glasses who I assume was in charge today. When I asked why there was none on the usual shelf and if he knew when more may come in he replied in a very condescending tone "I heard your monolog talking to the other guy. Don't you read the newspapers?" I guess he was implying that that was some kind of poor excuse. Well, I read several of the major domestic newspapers daily and never saw any articles in the last years about this product being in short supply. I am writing this less than stellar review as I found this man's reply and it's tome way out of line, unprofessional and of no help. This man, especially if he is a manager, needs to learn some customer courtesy. He also was of no further help. There are a lot of hardware stores around and to treat customers in a condescending manner will certainly result in shopping elsewhere. One bad apple can spoil the whole bunch. read more

Second time within a week I had very bad experience with one of the service people, he is very rude , yelling at customers. Something very wrong with this guy! Take him out of customer service. read more

These guys went WAY above and beyond helping me get a grill for my husband. They delivered the grill and setup all on the same day. When I found scratches on one side they came out again to my house on the same day to replace the scratched side. I was honestly floored to get this level of customer service. Shout out to Owen and Oscar!! Rockstar employees!! The hubby is going to be super happy!! Thank you Ace. read more

Marin Ace Hardware - The new grill! - Hardware Stores Near Me - San Rafael, California

Worst customer service! Every store I go to with a child, considers child a customer. This store refused to sell me a small bottle of hand sanitizer stating child is not a customer. Supervisor spoke rudely refused explaining their definition of a customer and walked away, another employee just screamed at me assuming I took a picture inside the store because I had my phone in my hand. Even though there is no signs "no pictures allowed". She literally chased me and my toddler out screaming and threatening to call the police. This is definitely not a community store that caries about its customers. P.S. store is messy Be careful walking around aisles are narrow and messy, very difficult to shop with a stroller, can't imagine wheel chair... Also no price tags on a lot of "high demand" items such as hand sanitizers, paper towels, cleaning sprays. Employees don't know prices, so you need go bring each item to the register to scan. Very inconvenient! read more

They had what I needed. Staff were courteous and helpful. Social distancing was encouraged but not oppressively enforced. Good experience!

We just had a great customer service experience at our local ace. The store manager John was extremely helpful and his team put together and delivered a barbecue for us in record time. It was great to support our local Ace and we will definitely continue to stay on as valued customers. read more

Chick helped me out -- calm and cool. Truly, knows his stuff. What he wasn't sure about, he took it upon himself to troubleshoot and find a solution for me. Thank you so much for helping me out. I truly appreciate it. read more

Really happy to have this place as an addition to our neighborhood. With the closure of Pacific Lumber and Hardware a couple of years back, it left people in the Terra Linda/Smith Ranch area of San Rafael with the unfortunate option of having to go much further South to Jackson's or (worse) Home Depot. It's in a small spot for a hardware store - used to be a Sizzler for a long time - but they managed to pack in a lot of stuff you would want or need into the space they are working with. Top that off with friendly employees (a big problem with the former Pacific Lumber and Hardware), I have been made an instant regular of this place! read more

Marin Ace Hardware - Marin Ace - January 2012 - Hardware Stores Near Me - San Rafael, California

Great store with helpful staff!! It's a small place but it packs a punch! They have lots of things that you need for small home projects. The service is what sets it apart. Excellent staff who will walk you to the aisle where the item you need is located. Perfect! read more