Marin Ace Hardware - San Rafael, California

Cindy

MarinAce Hardware is an absolute gem! They have a fantastic selection of high-quality products, and we always find what I’m looking for. Their customer service is truly outstanding—friendly, knowledgeable, and always ready to help with a smile.

On top of that, their discounted membership program makes shopping there even more rewarding. We've even found better prices here than on Amazon or Home Depot, especially with their coupons and the Monday senior discount. I love supporting a local business that consistently delivers such an exceptional experience. Highly recommend to anyone in the area!

jean H.

Open today at 7, as posted! Lovely lady at the front counter was very helpful. Owen quickly helped me find the appropriate nut for my battery hookup and saved my morning !

Ann K.

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!

Manuelle A.

A bad experience with three employees.

Jackson sold me the wrong part. I found out when I looked at it after leaving the store.

Called and talked to Oscar who said he was the supervisor in charge. I asked for when an employee experienced in plumbing who could help me. He gave me the names of three employees who would be in the next day at 10:30am. I got to the store and told two of them didn't work that day and one would be in at 11:00am.

The store manager Scott turned out to be a jerk. While helping me, he went to a help another woman customer and spent fifteen to twenty minutes helping her while I waited.

This woman customer asked if I was in her way and I said, "Yes." and she said she needed to get to work, and I said I need to get to work also. And then Scott the manager who really shouldn't be raised his voice and said to me if you get confrontational with other customers, you will be kicked out of the store. That was totally out of line, and he should be fired.

Scott the manager was very slow and between waiting and helping other customers while helping me, I was in the store for forty-five minutes.

Scott ordered a part for me that isn't ideal, but hopefully it will work.

In fact, all three of the employees I discussed above should be fired.

I called and emailed a national number several times and requested to hear from a supervisor and they never got back to me. I also requested an email address for a district manager, and they forwarded my email to one of the owners of the store.

The store owner apologized to me by email and told me those three employees had been talked to in order to improve customer service.

I will say again all three of those employees should be fired. If you have difficulties with any employees especially these three, contact the owners.

In all fairness, I will say that with simple things I have had good customer service.

Here is an update a year later:

I went in the store for a big light bulb with a picture. Once again I dealt with Andrew the manager. He had trouble understanding what i was saying and I tried to make it as simple and clear as possible.

Maybe he was screwing with my head. He really shouldn't be manager.

Finally, he called Owen who promptly understood what I was saying and gave me the correct bulb which I wasn't sure at the time it was correct. It works in my light..

Owen did say several things in a weird fashion.

Dianne R.

I have always received excellent customer service from Ace Hardware in Marin. Yesterday I was greeted with the comment, “May I help you?” And the service provided could not have been fully anticipated. John Troller went to the source; that is, the instruction manual of a new faucet available on the shelf. Three of us at home had worked on this faucet trying to fix it. John was able to fix it quickly, efficiently. I am very appreciative of his assistance. Now I do not have to call a plumber. The whole experience was actually enjoyable for me. Another fine Ace visit.

Allison M.

best customer service - we love our neighborhood ACE hardware! Larry was helpful and Andrew, the manager was the most accommodating! cannot thank this crew enough for their helpfulness and willingness to make our experience the best!

Christian B.

The staff was super helpful, and the manager Andrew was amazing. Super awesome team run by a super awesome guy. Best Ace Hardware out there!

edward R.

Had the only mechanical pasta maker i needed near me. Worth the 30 minute drive, great service with the guy over the phone but not so much the ladies when I got there, they were too busy talking amongst themselves to even open a 2nd register with the line. Store is great though