This review has been way overdue. I just finished a plumbing project for my mom, and I thought that this was the best time to visit Yelp. My family has been been doing business Ace/Pini hardware ever since it was on Grant Avenue, Novato . The customer service has never changed since I was in my teens and now in my 60s. The staff is extremely knowledgeable and helpful on DIY projects. When entering, I'm always, ALWAYS greeted by an associate and asked if there's something he/she can help me do, explain and or find. It's my humble opinion that this is one of the best Customer service examples in the industry. Thank you, Pini Hardware!!! read more

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I had a replacement window screen order, thinking having a new one made is better but it was too big to fit and they put the retention clip on the top instead of the side. I specifically pointed out the clip issue when I brought it in originally and the kid apparently didn't pay attention, nor did they probably compare the old screen which I actually left with them, but is now disposed of. When I went in to speak to a manager they were kind of quick to offer a refund to get me out of there. To be fair they would need me to leave the screen, but I don't exactly want them to give me another screen that won't fit where the reference is disposed of - what will I do then? I just don't trust the Novato store and will have the San Rafael Chase store re-screen one and create duplicates. I said as much and they said nothing to reassure me. I want to point out a couple of things with the reply on Google reviews, supposedly by the owner. Why is there any kind of reply when the original was a rating with no review? Just for the 5 stars? When someone mentiones something specific they say to email and then when people say nothing they are busy celebrating. And of course they don't do that here, I guess Yelp users don't count even though it doesn't have the link that says claim this listing, they just ignore this site. And for those who had a key issue, I think that generic reply to email the company for training purposes is ridiculous. In this case the manager I spoke to could have said they would look at the situation to ensure it doesn't happen again, I am right there so that could be addressed before I go online to write this review, but it doesn't look like they care and just said "I don't know what happened" and most likely want to get rid of the customer. The "email us" reply is what big companies do who want to project an impression that they are responsive when they are not really. I don't buy it. Growing up in Novato I had the image that Pini is a nice local business that care about what they do, I don't believe that anymore. I'd like to support local business but not so much when I don't feel like they care about supporting me. The customer is not paid to do training. Why does it require a separate email taking our time when we already wrote detailed information in the review? read more

Looking for, among things, a better-than-Windex car glass cleaner, and finally, with help, found it. Helpful, but not entirely knowledgable, staff. Prices reasonable. read more

Excellent service and excellent selection of what seems like anything I'm looking for - as always :)

Usually, everyone is so nice and helpful here. But the cashier Claudia kind of ruins the experience.

Love Love Love this location and all of the people! There is always someone to help you! They are always extremely friendly and nice. Carlos and Sam!! You guys are awesome and helped me out A TON during my project. I swear I came in to see you guys half a dozen times in 3 days. I have never met a rude employee, and they never rush you even when they are busy. This place is fantastic. Their selection was great, they had everything I needed for my project and the prices were very reasonable! read more

For a small hardware store they have a lot of stuff. Staff is super helpful as well. I always try to go there rather than ordering from the evil Amazon read more

I like having a local hardware store in the neighborhood. Having two is even better. I try to shop at one or the other, except when I need to purchase construction supplies. My one pet peeve is the coupons. Not being able to use them on sale items is understandable. But their lowest price policy is just crazy. Items that are designated as such are not marked and you only find out about them at checkout when you try to use a coupon. I was purchasing a kitchen faucet that was $10 cheaper if I bought online and had it delivered to the store. But I figured I'd give the store the business and use a $10 coupon to even out the cost. At the register I found out about the lowest price exception. A manager came over and explained the policy and that they could not possibly label all lowest cost items. It would just be too much work! So why even have coupons since figuring out what products qualify is a crap shoot. Again I could have purchased online and saved $10. The manager did allow me to use a $5 coupon. I also had a $20 one (in addition to the $10 one) that met the $100 purchase requirement, but he would not honor that one. I guess he figured $5 would be splitting the difference, My issue here is the principle and lack of transparency. $10 is no big deal, but an unclear incentive program is. read more

There are several metrics why Pini is a great place to shop. Customer Service Knowledge Community Involvement Value Leading off, their customer service is EXCELLENT. It's like they actually like to be there and their management treats them well. What a concept! Every time I go there, they are happy to help. I actually love shopping here because I love fixing things but the fine folks that work there are happy to help you too. I have gone there for many different projects ranging from home to auto. Whatever project I'm shopping for there is a knowledgeable associate there ready to help (also see not above willingness to help). Got a busted toilet? many associates know their stuff, have a sagging bumper that require the most obscure piece of hardware ever? Yep, the guys in hardware know whats up. One of the really cool things (I think) is that they have boy scouts, Girl Scouts, Associate BBQ and other events there to help community groups or to educate the community. A someone that pours a lot of time into community events, I appreciate that. (Buy some girl scout cookies or some popcorn next time lol). Lastly, there is a value aspect of shopping there that I like. Value is a metric that is tricky to measure. Some measure it by the lowest price found in a large warehouse like store. Ok, that's fair but I like to measure it in going in, getting what I need, getting out QUICKLY and wrapping up my project asap. I also appreciate that they occasionally send out coupons for things (I am NOT a coupon guy). With all that being said I think PINI is a superior shopping experience and a great way to support a community business. Enjoy! read more

Pini Hardware - Hardware Stores Near Me - Novato, California

I am really disappointed with the workers inside. I was asking for help like 20 minutes the electrical staff, and nobody help me and even. They're not really nice. They're not greeting the customers so what I did it's walked out to the store. and it was today this morning so probably cause it's Monday so anyways it's not the first time it happens to me so I have to split it up all my neighbor around. read more

I recently had knives sharpened through Pini and was completely satisfied with the service and price. We have used Pini for countless home renovation projects and they always offer the best advice and attentive service. They give super advice and never make you feel "stupid." The employees at both locations know their products and I appreciate the fact they don't guide you automatically to the most expensive items but are considerate about prices. We recently needed to buy some paint matched to a unique wood siding stain, and their ability to match the color was perfect. They deserve the HIGHEST recommendation. read more

My experience here was appalling. I was told one thing, only to discover later that it was completely untrue. When I asked about it, I wasn't met with accountability but with dismissiveness and blame. It's profoundly unprofessional to mislead customers and then double down by making them feel at fault. What makes this even worse is that I later saw James B's review describing the exact same treatment in the key department -- so this isn't an isolated incident, it's a pattern. Integrity and respect are clearly absent here, and I would strongly caution others to take their business elsewhere. The only reason I'm giving them two stars is the Christmas light selection is pretty damn good even though it's overpriced completely overpriced. read more

This is a great store, but customer service is.. off. I'm a male, early thirties, and I've never ever been asked if I could be helped finding something. I've noticed a lot of semi-retired dad types whom only speak to the pretty housewives. Other staff pretend I'm not there like it's a Home Depot. I notice how the employees behave and I don't care for it; I am a manager at a different Ace store and we are 100% customer service first. We greet every customer, help them every step of the way, and have far less staff than Pini. I was looking for a precision screwdriver or a set, appearing obviously confused, because I was actually not seeing the kind of variety I was looking for. There was a guy, silver short hair, shorts, leg tattoos, stocking the aisle not 10 feet from me. I looked at him a few times, even stared for a few seconds to see if he'd notice me. No way he didn't, and he pretended I wasn't there. Does this store have staff trained not to greet customers? I eventually found something suitable, but was as usual, unhappy with the lack of customer engagement by the floor staff. read more

I needed new plexiglass for a framed poster. Bryan not only cut the plexiglass, he installed it and repaired the frame, which is far beyond his job description. The picture is ready to hang now. Thanks, Bryan! read more

Chance in the key department is great. He goes above beyond to help you. He helped me get a spare key for my old car at very reasonable cost. I just needed an extra one without the remote part. read more

Shout out to local community engaged businesses! I have to hand it to the Novato Pini Ace and their new store by Harvest Market. They are awesome. Yeah they might be a tad more expensive than the big box store (HD, L, F) but their customer service is outstanding. Since the pandemic I have become a serious DYIer with just some basic skills decent reasoning. Most weekends when I take on a project, it always requires at least one trip to Ace. The staff always greet you when you come in and while perusing the isles. It's like they can read minds that you have no idea what you are doing or looking for. Every time I have been approached while mentally trying to figure out what I need, the staff patiently listens to what I'm trying to do and what I think I need. Not only have they consistently been able to help me but more often than not, they have been able to suggest better solutions and have saved me money. For example, I went to buy a new garbage disposal because mine wouldn't drain even after I took it out and cleared all pipes and openings. Ace staff helped me find correct replacement. However, after he asked what the problem with my current one was, he suggested I run a cleaner/degreaser down it first before dropping $150+ on a new one. Well lo and behold, after 4 degreaser packets, it finally cleared out and fixed the problem. So, I ended up only spending about $15. Problem solved and I have extra packets for future clogs. read more

Every time I visit Pini Hardware, the employees are so very knowledgeable and helpful. Especially, Jim who is always so pleasant and seems to know every inch of that store. I literally go out of my way (to Novato from San Rafael) if I need anything from a hardware store. read more

Very friendly & knowledgeable people who work here. They have a good amount if hardware and services. Too bad the Pini Hardware on San Marin Dr is not yet open. read more

The staff are very nice to their customers. I want to thank the owner for always doing an amazing job and also making sure that the customer gets what they need. read more

Pini is the hardware store we all have wished for. It stocks almost everything we have needed since we moved to Novato and started shopping there 15 years ago. In addition to its inventory, it employs people who are very experienced in the trades and who can offer help on almost any home problem or project. I strongly recommend you shop there. read more

I was very blessed to meet DON, who was working at the hardware/keys counter today. My task was to try to repair my "expandable garden hose" coupling. Don was amazing, highly skilled, eager to help, and he successfully repaired my garden hose. Thank you DON for your expertise, skill, patience, and persistence in repairing the 'the unrepairable' hose!!! And thank you PINI ACE HARDWARE. HIGHLY RECOMMEND PINI HARDWARE to anyone in Marin County, and southern Sonoma/Napa. It's well worth the drive!!! read more

Pini Hardware - Pini Ace Hardware on S Novato Blvd in Novato CA - Hardware Stores Near Me - Novato, California

This is our go to hardware store. It is just around the corner from our house which is very convenient. Sometimes we just need to get a thing or two or we forgot to pick something up from another store and we can always count on Pini. They have a great selection of hardware and garden supplies. They also have a beautiful kitchen section and a small garden center on the side of the building. The staff are always friendly and knowledgeable. We always get coupons in the mail which is a nice perk. It is inside a small shopping center next to Grocery Outlet. I love that they are open 7 days a week. read more

Even at 5:58 I was welcomed with smiles and assistance!!! I just LOVE Pini! And feel so Happy & Spoiled to have one right down the street! Wonderful Business with Helpful and Smiling employee's. They must be doing something right!!! read more

I love Pini hardware, but I just came from there and they were selling masks, which are very well-needed now because of the Corona, The SALES PERSON WORKING the register Didn't have a MASK on!!!! They really need to change that. Especially working at the register no plastic covering to shield them no masks on employees don't they know the corona Can be spread so easy! People are staying home quarantining to do their part. I strongly believe they Are not doing enough to protect their employees which in turn would protect the people that shop in there. Hopefully they will read my yelp. Or somebody else will say something to them also. Stay safe everybody read more

Pini Hardware - The Tyler at the key counter so nice! - Hardware Stores Near Me - Novato, California

The people that work there are always helpful and knowledgeable. They have a wide variety of things from hardware to paint to gardening supplies and more. It's a very complete store. read more

Pini is the best Ace Hardware in the the whole country!!!! The staff is always knowledgeable and helpful AND FRIENDLY!!!! I'm always looking for an excuse to go to Pini!!!!! read more

Always helpful and competent. Everyone in the store seems to know details that you would not see in big store like home depot

Thank goodness, I live close to this great hardware store! It's the only place I can bring in screens and they will re-screen or fix screens for my clients plus make copies of keys with a smile. Now that I own my own home, I'm coming in here often for all kinds of fix-it goodies. Staff is always knowledgeable and helpful and I'm so appreciative for their expertise! read more

Pini Hardware - The Screen Guys ROCK ! - Hardware Stores Near Me - Novato, California

First time visit yesterday because I live in the East Bay. This is the best hardware store!! They have everything and the staff is so helpful and nice. Well worth the drive. read more

No better place to have nice people help you and get the best minor home repair help or hard to find things and they sell things got the big companies don't carry. They seem to have a little bit in all the different categories for inside and outside your house, which comes in very handy. But the people that work here really make the place great and they're all very friendly. read more

Unbelievably great service. It's like the bizarro Home Depot. Ace Hardware somehow finds wonderful people to hire read more

It is nice to go to a place where folks know their trades, are helpful and can actually answer questions.

Very good customer service! Always helpful and have many things. I wish they opened a little earlier.

I had a list of things that I needed to get for my contractor and so I went to Ace Hardware. Biggest mistake. The employee in the plumbing section was so rude and condescending, but apparently he's right because he used to be a plumber. I told him I was sent there by my contractor and had no idea what I was getting and he was acting as if I was an idiot for buying what my contractor had requested because according to him, no one needs those things. It got to a point where I was just agreeing to whatever he suggested... needless to say, I had to return everything because my contractor needed none of it. I will definitely be going to Home Depot next time. read more

Closes at 6 pm when I get out of work. Where I'm from hardware is open til at least 8 pm. This is irritating.

They have everything here; plants, kitchen stuff, outdoor BBQ, and of course hammers, nails, and irrigation equipment. On top of that they are friendly and helpful. This is one of my favorite places to shop. Who would have guessed - a hardware store? read more

Went there for the first time. Since I was unfamiliar, I asked 3 different male employees for help. First two were rude, acted like I was bothering them. At least the third called for help and a very nice man helped me. The check out young man was very polite. Your management needs to have a talk with employees on the importance of being friendly, and helpful. We the customer are important to your success. read more

There is a reason why I would rather spend my hard earned money with Pini Ace Hardware than the big box hardware stores....that is SERVICE!!! I walked in today with a problem that would have knocked out my kitchen faucet replacement project, but the expertise, knowledge and culture of customer service at Pini saved the day for me. Thank you DAN for your help today, very much appreciated! read more

I've only been in here a couple of times and both times every staff person I ran into or asked for help went above and beyond. They somehow have hired people who like to help other people (rare in retail these days). The two people who helped me today were thoughtful, knowledgeable, and friendly. And even though it was a Saturday afternoon, they weren't rushed or inattentive. I used to like Home Depot, back in the day, but now a days, I get so much better service here which is great for me sinceI live in Novato. The employees are masked and so was I. They take Apple Pay. 5 stars for sure! read more

The best Ace Hardware I've ever been to! Attentive staff, plentiful inventory and amazingly all sorts of housewares from decorations, kitchen items, seasonal goods, cookware, stationary, cleaning, building and repair supply, as well. Painting goods are topnotch. Good quality, prices commensurate to quality. It's also surprisingly a great place to find a useful gift. Get thee to Pini posthaste! read more