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

I have been to this Burlingame Ace Hardware store several times and always received great customer…read moreservice. It is well stocked for any item that you could possibly need for your home or other repairs. The staff is always excellent, polite and helpful. I was very fortunate to be helped by an experienced staff who understood completely about screws, nuts, washer, and the spring screw to fasten the bug deflector on my hood of my car. He explained to me how to put the parts together so that the screw will not fall off with movement. When I got home and tried to put the screw on the hood, I forgot the order of how the screw, washer, spring screw and nut were to be arranged. I called the store back and talked to the same staff who was very helpful to me. He explained in detail the process again and I was able to complete my task. Thank you so much for your help. I had gone to the dealership to try to find the appropriate part, but it was not in stock and discontinued. The dealership was not helpful in directing me on how to find appropriate parts.

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.

The Customer Service went above and beyond today to help me with the return and I really appreciate…read morethe extra effort!!! I received so much kindness today and I gotta say... I really appreciate businesses that take good care of their customers!!!!

I've been shopping at this Lowe's for at least 20 years now and while I can't really say that it's…read moreever been an enjoyable experience it did, at one time, get the overall job done. Since the 2019 lockdowns the current manager seems to be hell-bent on making it the most miserable place to shop on Earth. All the cashiers are gone. Now there are just an array of self checkout kiosks and at least 8 of them are closed at all times just to make sure that you still have to stand in a ridiculous line while some old woman looks over your shoulder to upsell you on a rewards membership. Item doesn't scan? Welp. You'll just get to stand there for half an hour while somebody figures out what to do about it. Need to push a large cart full of drainage pipes to one of those three open self-checkout kiosks? Well surprise, idiot. Mr. Manager Man has decided to put giant display racks in the middle of every aisle making that completely impossible under the best of circumstances. 99% of the time there will also be a waddling gaggle of morbidly obese people obstructing whatever's left of the aisle because they want to look at the moose scented candles or whatever stupid bullshit they're carrying for no apparent reason. Need to find a particular electrical or plumbing fitting? Too bad. Every single box has had its contents thoroughly shuffled with every other box in the store so there's absolutely no chance the fitting you need is anywhere near where it's supposed to be. Asking anyone where they put them just gets you a stoned "Uh, like... What?" from the random idiot wandering around. Entire aisles will be cordoned off for the entire day because someone eventually plans on restocking something. They're not stocking it now and they won't be stocking it in the next hour but it's closed. If you dare walk down it anyway a pimply kid will yell at you and that's like really threatening or something. Just in case you haven't been run off yet, there's also an obnoxiously beeping inventory robot ramming into you from behind and a scam artist from some solar incentive sales ponzi scheme following up shortly thereafter. He got his job on the TikTok. Given what an unbelievable hassle it is just to set foot in this place, you might think that you'll be clever and order whatever you need on their website so they have to go burrowing through their own randomized inventory piles but you'll be screwed there, too, because the website automatically reloads itself at least a dozen times so the search field clears itself out and is absolutely worthless. The actual order pickup process is also every bit as time consuming as it involves a stoner doofus reading numbers on a tag to find your order. The manager needs to be removed so things can get back to their usual degree of mediocrity.

Ok I like this place. TheRe is a lot of stuff here. More than you expect. Everything you need…read more Some of the stuff has been on the shelves, in the sun a long time. I have never went there and not found what I need plus a few other things. If you want something you may have to ask for it. I didn't have a problem. I will be back.

So the range of opinion here is valid in terms of customer service and selection. It isn't really a…read moretypical hardware store. An odd mix of contractor oriented wholesaler and an old school neighborhood hardware store in terms of parts and "hardware". The reason for my high(er) score, is that if I am looking for plumbing/faucet parts, or nuts/bolts/screws, I am more likely to find it here than one of the Ace Hardware stores, or even Home Depot or Lowe's, which really surprises me.

I had a lock that I did not keys for. Called him and he said bring the keys for us. It was my first…read moretime to open up a lock, and it was easier than I thought. His shop is busy, but as soon as it was my turn, he quickly built a key for me. I will def go there if I have any lock problems

Very nice and welcoming guys. Offered a great price and recommended a solid solution.read more

Outstanding! Thank you Patricia for your excellent time and details to explain the why for what we…read morepurchased. Needed a sealer for cedar wood that we are installing, but definitely left with a better appreciation for how extrinsic factors can damage yet, sealer will help maintain overall finish. Excited for final steps of this project now that we are putting final coat from purchase.

Not the cheapest place in the world but it's well-organized, the folks behind the counter are…read moreattentive, and they have, by far, the most complete selection of colored caulking I've ever seen outside of San Rafael. There's frequently a lot of annoying lookie-loos loitering around on their phones inside--presumably waiting on a life-changing text from their AI Feng Shui consultants. You have to physically push them aside because they are totally oblivious to the existence of other people and will never respond to a simple "excuse me." Obviously not the store's fault that Burlingame is lousy with entitled Karls and Karens.

I cannot say enough good things about Designer's Brass, and I am so grateful to have been referred…read morehere! I am a repeat customer because of the impeccable service and time Arlene has dedicated to my projects. Not to mention the incredible selection of hardware that runs the full range: from brands you're familiar with to the more bespoke, under-the-radar companies. Arlene is a fountain of knowledge and expertise, and she truly offers a white glove service from inception to project-closing. She makes a genuine effort to get to know you not only as a customer (and what will look fabulous in your home), but also as a person. I love this place.

I am obsessed with this place! Our home renovation was daunting, but Arlene and Arad made the…read moreselection of our plumbing and hardware so seamless. They really went above and beyond, can't recommend them enough!

My husband and I visited on multiple occasions and have always been greeted with the most friendly…read moreand helpful staff. We learned about the different paint finishes and what accessories would be required for our diverse projects. While all the staff are great, we especially loved working with Emilio. He is always quick to help and makes us feel very welcomed. The staff also does their best to give you the best deal so if you want to save, this would be the best place to go.

Good quality paint and excellent service staff at the store. They are very knowledgeable and…read moreanswers my questions thoroughly.

They are not opened during the stated times which is unfortunate as the place def has potential!…read more Would recommend they update the store hours.

This business had one other review that said they weren't open though they said they were open on…read moreline. My clients' and my experience was exactly the same. Nobody there! We arrived at 11:45 am because they said they opened at 11am on a Tuesday. Lights aren't on...nothing to indicate when they would be back. Walked around the building...no movement. I wouldn't go to this place again even if you paid me. Disrespect for the customer who made time to come to their store.. I'm not even sure if their products are worth it. I'm out.