Ace Los Gatos Hardware

Will not shop here again! Bought a $ 9 hose yesterday that I tried to return it for a refund. Had my receipt in hand. Receipt says receipt is needed for returns. The cashier would not refund my $ 9 w/​o my credit card. After a second trip I spoke with Mgr. The cashier kept interrupting. I guess customer satisfaction is worth less than $ 10. Orchard Supply Hardware is the way to go.

Sorry guys — customer service fail. I bought a NEW propane tank from this Ace maybe 6 months ago. I could never get the tank to work. We thought our grill was broken, but when we swapped out tanks with the one from our fire pit, that one worked fine. I took both tanks to this Ace to exchange them — one empty and the defective one still completely full of propane. The cashier was super nice but because I didn’t have my receipt, she called her manager.
The manager told me they were sold out of propane (huh?), and he couldn’t help me anyway because I didn’t have a receipt. He offered no gestures like «we’ll have more propane on Tuesday so come back then», or «here’s a coupon», or «we apologize we couldn’t help you» — just attitude. After I asked for nearby alternatives he pointed me dismissively to the gas station across the street (which turned out to be out as well). The most annoying part of my exchange with the Ace manager was when he tried to «catch» me by asking what brand I had and I mistakenly speculated it was Blue Rhino — he clearly felt validated and corrected me that they «don’t carry that brand». I marched out to my car and took a photo of my tank — of course it was exactly the brand they carry (Pick Up BBQ Propane Tank Exchange) because I bought it here at this Ace!
Los Gatos is surrounded by Home Depots, Orchard Supply Hardwares, Lowe’s and even other Ace locations, including on Santa Cruz Ave downtown. The reason local stores like the Los Gatos Blvd Ace stay in business — despite their much higher prices — is about more than their convenient locations — equally important is their supposedly superior customer service. When that key differentiator breaks down, that’s when they lose customers to their bigger and cheaper competition.
This manager also erred in purely mathematical terms as well. I bet their marketing cost to acquire a long-​term customer is substantially higher than the cost of one propane tank refill. Just a guess but I have to think their license agreement with Pick Up BBQ Propane Tank Exchange also allows for returns of defective units.
I’ve been a loyal customer at this Ace for years. I don’t know whether I’ll stop going altogether, but I certainly won’t pass over other options to keep my business here going forward. Bummer for them.

Such a great store! If you need help, there are plenty of sales people to assist you. It’s a friendly, upbeat place, well stocked in hardware and household goods. They also make good key copies, including car keys with chips in them, and that can be hard to find. This is my go-​to place for all kinds of hardware.

I always come here great customer service and they go beyond and above to make sure you get the right products. So far at a least for past 7 years I didn’t need to make a second trip to the store to change or return the item that purchased. 99% of the staff are knowable and if they don’t know about it they will make sure someone else with the specific knowledge to come and help you out.

Very rude people working there, it seems that they think they are doing you a favor by waiting on you.
Try to avoid it until management realizes that good service is the key to business.

I went in today to buy a small bag of mortar mix from the shelf. Made with cement. «Known to cause cancer» the signs say. All the bags in the pile were filthy with cement dust. I take one to the cashier where we discover a big rip in the bag seam and fine mortar and dust falling out everywhere. I pay cash, go find a better one, and on the way out ask for a paper bag since it was filthy and still wheezing dust. Both our hands are filthy. The cashier said I needed to pay $.10 for the very same bag she had offered for free for the first ripped mortar bag.
By the time I got to my car and thought about being charged that extra dime to contain a product «known to cause cancer» by the people who should be responsible… I walked back and returned it and their bag. The manager was nearby and backed her up, said they were required to charge me the dime. I don’t care what the town law says, they need to contain their known carcinogens. Period. I am willing to work with the filthy bags but I don’t know why they want the customer to deal with leaking carcinogens from their product packaging — inside or outside their premises. He offered to tape it up, but pointless since it was covered in dust and too late for my mood. The cashier then said I needed to give her my name and phone number before she could return my $ 3.03 + .10 for the paper bag. my oh my.
Went to Rural Supply where the cashier said they were aware of the problem with the bags from that mortar vendor (Quickcrete) and vacuumed the area every week. She also gave me a paper bag without even asking. A big bag at that. $.20 cheaper too.
It will be a very long time before I set foot in LG Hardware again, I’ve been going there 30 years, at least until that idiot manager disappears…
I will give 2 stars because the young man who greeted me did try hard to be helpful (but did not know they sold small bags of mortar).

This place is fine accept the front register area.
I was standing waiting. I thought I was second in line. Apparently the snobs next to me formed their own line and bum rushed in front of me. Even though there were about 7 people in line behind me. The line was clearly formed but the people of Los gatos won’t be bothered to follow the rules. Two grown men cut me off and then the third woman behind them said she’d been in line behind them and I told her I had been in front of them but they cut in line. She didn’t care though. She still went. Mmk.
This store is good for stuff, a little over priced.
11.99 for a pack of pre cut fire wood. The convenience of precut pre dried pre packaged wood apparently has a return value of 500%. Lol
And I bought about 15 solar powered Christmas lights that just steak into the ground. 2.99 a piece. 9 of them worked. 9 of 15. And the ones that did stayed illuminated for an hour, worked for a week and then died. Definitely will make me think twice about buying seasonal items from this place again. I know they’re just cheap things, but if you sell a product, it should work a majority of the time. Just sayin.

These guys go above and beyond. Always helpful staff that directs me exactly to what I am looking for. I recently had my car battery die when I was at an adjacent business, and the staff was eager to help out and give me a boost. Big thumbs up for Ace Los Gatos!!!

Great experience! Attentive, friendly service. Got exactly what I wanted. I came in looking for 100% lye for a soap-​making project, and I was quickly welcomed and directed to its location.

Wow the customer service was amazing. I came in looking for a binding post. It is a rare piece, anyways Collin seen me looking and came to assist. He was able to find all my other nut/​bolt items except the specific size binding post. He asked me to leave my contact info. He called within a few hours after searching their catalog and speaking with other staff. Unfortunately ace does not carry this item. He went above and beyond and gave me the info for another place that would probably carry it. THANK YOU COLLIN! You have superb customer service.

I came here to look for fittings to connect my fridge water line. It was a cheap project but they still took care of me well. I got all my questions answered and they took the time to make sure I got exactly what I needed for the job. They wouldn’t let me go until they made sure I knew how to use the tools and fittings I bought correctly.

Excellent customer service, great staff. Has a friendly, neighborhood vibe to the store. Usually has everything I need and if not, they try to make it happen. So nice not to have to go to Home Depot sometimes.

Incredibly helpful and available staff, last time I went to Home Depot last week and struggled for over 20 mins to find a helpful person, Ace staff was very proactive and friendly and we got everything done that was needed

I just about always come here — in part to support local business, but also because the help is so personal and so knowledgeable, I leave knowing I got what I needed. They pretty much have everything you might need as well as fanta and coke with real sugar in bottles!

The staff all know where everything is. They know the answers to my questions before I ask. They are knowledgable and helpful. I love this place. So much better compared to Home Depot and Lowes!

Great place, when you need something fast, and you really don’t know what the name of it is. thatthingysmallmetalicround one. The staff are great, and ready to look around and found what you need, or direct you to the nearest place that fits your needs.

ACE is a great hardware store, a place where you can always find what you are looking for, great selection of product including Benjamin Moore paint. Their staff is very competent and friendly; furthermore they take the time to understand the issue and figure out the best solution. Also, their Rewards bonus works and entices me to support their business.
Friday, I was in a pinch in need of an electrical switch and it was my lucky day. Carl S helped me to find the replacement for the broken electrical switch, he took the time to show me a variety of them and which one will be the best one to replace it.

Always great service. Latest example — they were out of hanging flower plants. Chris whose wife works at Trader Joes gave me the top that TJs was currently carrying potted jasmine with lots of blooms. I grabbed those and went back to Ace where Chris helped me find appropriate moss lined baskets for my new plants. Highly recommend this store for their great service.

This store is B. S!!! So I was looking for another way to get a key remote for my car. I heard that Ace Hardware does this and was eager to call. The first Ace I called did not do it but was very helpful to identify this store to do it. I called the store and the lady told me that they did in fact, MAKE REMOTE CAR KEYS. You could not believe my excitement because the dealership wants to charge me over $ 200 for this key. So I drove 20 minutes to get to this particular store just for them to tell me, that they CANNOT make my remote car key. Granted, I have a 2011 Toyota Camry (nothing fancy) so it is an extremely popular car.
Pretty much I was extremely disappointed and just pissed off. The customer service attendants pretty much just blew me off and told me that they could make my a blank key that would UNLOCK my car but not start it. Yea, doesn’t that sound helpful!!!

CaddyShack review
Everybody is always nice and extremely helpful at this Los Gatos Ace Hardware. Very attentive and the store is very clean.
Los Gatos Ace Hardware is the ONLY store around that sells the Macabee gopher traps. Actually it’s not a trap it’s a great device that basically decapitated them or cuts the gopher in half right inside their tunnel home.
You never see it. You can leave the dead gopher in his hole as a deterrent to the others as a warning what is in store in their near future or if you want to be grossed out, pull him out and throw it away.
My cheap neighbor reuses the traps because they cost $ 8.95 a pop. But I refuse to wrestle with pulling out a bloody gopher from a spikey hinge.
Anyway a Los Gatoan made the Macabee gopher traps over 100 years. It’s patented and nothing comes close to working as well at killing gophers. And I’ve tried them all!
The Macabee unfortunately are now made in China, so sometimes you have to check if they work properly. So if you buy them, make sure you ask for directions on how to use them. The staff here will make sure you choose one that works.
I just find an open gopher hole and hook up a rope or wire to the end and put it down in their home. You get to be pretty good at it. surprisingly each gopher has their own tunneling style and some are smarter than others.
While I am at LG Hardware I usually buy a few plants, tarp, birdseed, light bulbs even seasonal items. There is lots of parking and very convenient near H85 & H17