I have been reluctant to writing this negative review mistakingly thinking that my bad experiences with Ace Hardware on Clement Street were isolated incidents with certain employees but after shopping here for years (dating back to their previous location on 12th Avenue and Clement), my opinion is that their poor customer service and attitude towards customers are part of their store culture. There were times when I would start approaching an employee to ask a question and have them see me coming and then watch them turn and walk in the other direction. And when I am able to ask a question (usually where something is located), the employee points in the general direction of where it’s located in the store then walk away. My most recent experience was an employee telling me forcefully (there was no diplomacy involved) to get down from a stepladder, when in the past, employees had routinely watched me use the ladder (again due to the fact that they weren’t willing to help me). The employee got the item and when I told him it wasn’t what I wanted and was looking for something else which I had purchased on several occasions in the past, he replied “that doesn’t mean anything” and pointed to something which was “the closest thing we have now”. I have finally concluded that though the store has a large selection, I will shop for the item I want at either smaller stores in the City or find it online where the shipping is typically free, arrives within a day and I don’t have to put up with the consistently poor treatment I receive at Ace Hardware on Clement Street.

Sadly, this is my 1st neg review post. I needed 2ft length of 1.25" PVC pipe (plus assorted fittings) & the Geary store referred me to the 3rd & Clement store (same owners). When I got there, I was told that I had to buy an entire 10ft length though their website listed 2 & 5ft sections as being available. After quick consideration, I agreed to buy all 10ft but since I had biked over there, I asked them if they could cut it roughly in half to make transporting it more manageable. They responded by saying yes but for a $2 cut fee (& no, they wouldn't loan or allow me to use any of their tools to cut it myself). It's only $2 but after pleasantly agreeing to buy more than I needed, a little customer service would've been nice. I guess they thought I must've had a plumbing emergency for me to show up & pay their high prices... but it wasn't urgent & when the guy kept asking if I wanted it cut, I politely said "no" to the cut, said "no" to the pipe & put the approx $45 worth of add'l items I had in my basket back where I found them. So by insisting on their $2 cut fee, they lost it on $65-$70 sale & any future business.... how's that for the "the place with the helpful hardware guy"?

Like some bad reviews said, this location is steps away from where I live, and I usually go there first to get my YETI cups as I gifted everyone around me expensive, but good quality cups. However, I always had bad experience with this associate named Allison. First time was the apartment keys that I had them cut there, and they were not working, so I tried to get my refund. She responded with huge attitude. I just walked off and tried to blame my keys that they weren't original. Next I tried to copy a brand new mailbox key, again it didn't work. I was unlucky to walk into her again. She asked the same question why am I refunding my key? Because it didn't work I said. Recently, I had to return a Yeti cup that had scratches on it, she asked where the scratches are. I was like eh when your customer is not satisfied, you tried your best to accommodate us. Not asking bothering questions. And I've spent over $400 on Yeti cups from this store. Next time, I would just walk further to 5&10, so I don't get judged by Allison, or better yet if you are Yeti nuts like me, go to Sports basement for 10% discount. ;)

Incredibly frustrated by the experience I just had at this store. I purchased two propane tanks a while back from this location after running through the first tank I went to install the second, despite being full, the tank did not seem to function. After explaining the situation to the staff, a member of the staff told me to go and pay for both because he didn’t want to “deal with the headache of looking it up via my credit card” - since I didn’t have the receipt. He even check and confirmed there was an issue with the tank. This whole situation really impacted my idea of what it means to be a neighborhood store, I live right down the street from this location and this is not what I would have expected from my “neighborhood Ace” Frustratingly, all the other staff members stood by and not a single one tried to help a visibly upset customer. I ended up paying for both tanks, but will never return to this store and will encourage others to avoid this store.

Appalling experience. I went to this store to get bolts for a screw that's attached to my bed. All I had a pic I'd taken and an associate basically pointed me to the aisle that had screws and bolts, saying it's self service. Since I couldn't figure out the exact size, I spoke to a cashier who advised me to bring a screw. I went home to bring it and it was then that I realized it's attached. I went back to the store, picked 4 different sized bolts. Essentially, I'd take them to my home, find the one that fit perfectly, come back, return the 3 and purchase 3 more of the perfect fit. Cashier told me they don't do returns while another associate advised me to go to True Value who might be of better helpful. His exact words were "true value will be more helpful for this kind of situation!". This was the most appalling situation I've ever experienced in shopping anywhere. These tiny things cost 50 cents/piece or even less. Truly bizarre and pathetic.

They did a great job cutting my key, but $16+tax is too much. I recommend getting a price completely agreed on before you have them do any work or you might be in for a bad surprise like me. I had a mailbox key that I had in the past taken elsewhere to copy with no problems, and had my own blank to use, so I wanted to see if they would cut it for me if I paid for a new blank plus cut (should be $4 plus tax for the new key). Transaction went down awkwardly, they cut the new key and then tell me it's going to be $8 (surcharge that other places never charged me) and won't cut my provided blank. They later agree to cut my blank but charge me $8 for that as well, which with tax ends up being almost $18. I feel ripped off and won't be going back here. Nice guys, just really did not handle this well. Other reviews seem like there are cultural problems here and I'm not alone. Luckily there's lots of better options in the city!

These smaller hardware stores compete with Home Depot and other big box stores by offering better customer service than the big stores. I have bought literally thousands of $ worth of tools etc at this store for that very reason and I like to support small business. But today is my last day ever at this store, straight forward insults when I asked about a small tool adjustment that I has purchased there a few weeks ago. When I asked for advice I was told “a sane person would know how to do that” and 30 seconds later “I’m busy I don’t have time” while he was stacking boxes. Another employee, seeing the woeful customer service said “maybe I can help you sir” only to be told “Don’t waste your time, I’ve already told him”. I know it’s difficult to get decent employees today, but really incompetent and bad mannered staff are a dime a dozen. Well stocked store, always nice to shop here, but no more.

I stopped going there years ago when they refused to accept a legitimate refund - product fully in tact and receipt in hand. Along with this unacceptable 'service,' the staff person I was unfortunate enough to be dealing with believed it was fine to be rude, abrupt and insulting. Now, I read on a local Nextdoor post that one of the managers at this store actually punched a customer. Perhaps Anger Management should be included in your training and I see another reviewer suggested this a year ago - seems you should take serious customer feedback. Apparently, their customer service hasn't improved over the years. Time and time again I've heard and read about the rude way customers are treated here. No store who doesn't have a clue about what the term 'customer service' means deserves your hard-earned money.

This is the successor to the ace on 12th and Clement of yesteryear. Many of those workers we all loved came to this location, and this may be the sister/brother/yet undefined sibling pronoun of the ACE over on ~ 25th and Geary based on the same awesome staff that i see at both places. The only downside (for you.. I enjoy free entertainment in all forms) is that you may be called out or be treated (according to of course) somewhat rudely for being an un tethered imbecilic moron. The staff are good people... but if you lack the basic comprehension required to distinguish a lightbulb from your rectal opening or a standard light socket from a personal silicone massager..... no help nor assistance is available your avoidance of pending receipt of one Darwin award.

This is my go-to Ace Hardware location. This is the only place nearby that carries the Ecos and Meyer's cleaning supplies, which make it all the more convenient when I receive coupons in the mail. What's not convenient is that something is wrong with their credit card readers. I visited the store 2 days ago ready to make a purchase, and all 3 of their card readers rendered an error with my credit card. My credit card is fairly new, and has a smart chip. I don't carry cash or my debit card, so using their ATM was not an option, although I shouldn't need to have to use their ATM. After not completing my purchase, I visited both the neighborhood Smart & Final and Walgreens immediately afterward, and my card worked with no issues.

I attempted to get some assistance finding a piece of hardware and the associates basically kicked me out of the store because they were “closing in 10 minutes and didn’t have time to help me look”. They told me to come back tomorrow and as they were ushering me out (even though online it says they’re open until 7 when I was there at 5:50) they also told me they probably didn’t have what I was looking for. So why would I bother coming back to an establishment that was so rude and also completely unhelpful. If you are open until a certain time that means you are helping customers until that certain time. If you can avoid coming to this establishment go to a real hardware store like Lowe’s or Home Depot

Have been shopping here since they opened but had a bad experience today. I asked one of the employees where the trash can was so I can discard an empty plastic cup from my hands so I don't have to carry it around the store. I was told that they didn't have one. That just didn't make sense to me so I left the cup by the entrance and went to look for parts. After awhile, I was approached by another employee and was let know that this is a private place and that I shouldn't bring my trash in there and that I need to pick that cup and take it with me. Wow, amazing customer service! The irony is when you look at their sign outside it claims "The Helpful Place"

I bought a Makita angle grinder that lasted, literally 15 minutes before it blew smoke all over and croaked. I've been busy so I didn't get back to the store to return it until 27 days later when the cashier informed me that the return policy is 14 days. Well a week or so later I was telling a friend of mine about the angle grinder and he thought the return policy was 30 days, so I checked. Low and behold it is indeed 30 days so great job unfriendly gray haired cashier you saved the store $91, that's fantastic! You also lost a fairly regular customer who's spent over a grand in there since Jan 1st, good for you.

I have frequented this store for decades when it was in its previous location buying supplies for myself and the Homeowners’ Association. In May 2021 I ran into Ian, one of the sales associate. I take my business elsewhere now. Ian was rude, obnoxious, offensive and unprofessional. All I did was asked about rubber boots and if they could order my size. I go now to the hardware store on Irving Street, close to 9th Avenue. Those guys know about customer service. My husband has refused to set a foot into Clement Street store now as well.

Ace on Clement is a quality local hardware store with a diverse selection of home improvement needs. Like most local hardware stores, they try to cover a lot of different hardware needs so the variety of parts or brands isn't great. That being said they staff is very friendly and helpful and overall they probably have the product you need. Prices are more expensive than the big box stores but for the city the process are decent. Definitely a place to get a missing part or piece, probably not the place to shop for a large project.

I just had an amiable chuckling conversation with someone about how great the people always are at Aces so i thought i’d write a review. This Ace is especially fantastic because everyone is very kind, helpful, and knowledgeable. They truly have great advice and help you make the best decisions and or figure out how to resolve your issue whether it be a door that needs to stay shut or getting all the right pieces to replace your p-trap under your sink. Purchase in store not online and support them next time!

Got five keys cut and not one works. Shame on me for not scrutinizing them before I left. You can see they don’t even come close to lining up. Each one is slightly different. It would be comical if it weren’t so expensive and time consuming. And it’s not like they are polite or kind while doing it. I’m not sure if it’s retaliation for bothering them or just utter incompetence. Regardless don’t get your keys made there. Now I have to find the receipt and get a refund. I’m going down the street this time.

Hate to put out a bad review (which I hardly do) but, when it drags down a store I usually patronize, I have to report it. One star for store employee! Girl in the hardware section really needs to be moved to the register! Maybe she’d be more useful there! Hardly helpful in the “Customer Service” area. As helpful as a pot hole on the freeway. Totally worthless! Overall for the store itself, 4 1/2 stars!

Best team of employees I've every met. I walked in Monday morning and asked the cashier a question, he immediately called someone else, because he didn't know. The guy came instantly answered my questions, called another employee to confirm what I needed, which helped me out be confident in my purchase. They walked me to where I needed to go instead of me finding it so I was in and out fast.

This location and the location on Geary & 25th are owned by the same folks. The staff here is always so friendly and helpful. James is the best, super knowledgeable, and attentive. There isn't much that you can't find here that you can find at one of the big box hardware stores. If you live out in the Richmond, try here first before heading to Lowe's or Home Depot.

Friendly. Seems like everyone knows exactly where everything is located. Without having to think about it they tell you the isle on the right or left. . And are willing to show you. If it’s too high they’re willing to get it down for you. But it’s like no problem at all. Translation... training training training. It starts at the top. Darryl

This is a nice store except for a Manage/employee that gets upset if a person ask for more information on an item or anything that is of a critical nature. I wonder how long the store can lose customers and the profits they produce. Maybe someone should get this person to an Anger Management Class before it is to late.

Sure the prices are high, but it’s conviennent until it’s not. had to make two trips to get the correct loose hardware because their bins are not maintained properly. Not returnable despite being the wrong part. Sales people didn’t care about the waste of my time. So much for supporting a local business.

Everything is ridiculously over priced as a standard, the manager is pretty rude and they price gouged people during a heat wave raising the cost of their fans. The same gallon of Swan 99 alcohol at another Ace is $10 cheaper. The staff is nice which is the only reason it gets two stars instead of one.

It's new, it's like an Ace Super Store. Its bigger than your average mom& pop owned Ace. HUGE selection of fasteners of all types! Lots of in store power tools, tool accesories like drill bits, some Sds+ masonry bits via Bosch, a lot of gardens supplies, esp in the automated drip irrigation ga

This has been my neighborhood hardware store for years. It's a great shopping experience. I never have to hunt around to find an employee. there's always someone ready to help and they always listen to my problem (no matter how ignorant my description of it is) and give me sound advice.

This store has everything you could possibly want! Great selection of tools great selection of materials for all the trades electric, plumbing, carpentry, gradening you name it. Employees are kind and attentive always go the extra mile to make sure I get the job done right.

This is my go-to store for hardware supplies. People are helpful, and knowledgeable. Great selection and service. Unlike many hardware stores, this one is nice and clean, as they moved into this location a few years ago (they were near Clement & 10th, where NEMS is).

This store and location is very well stocked and the staff is always friendly and helpful. There's only 3 parking spots (located at the front) and they are usually full and parking on Clement can be difficult so I always try to park if I see a spot on the way.

Uneven customer service. It typically takes flagging down 2-3 employees to find something - they tend to disappear before fully resolving a question. Once ready, I'm often hassled at the register for not following some unknown process.

I’m so grateful to have such a great hardware store in my neighborhood! Super knowledgeable staff provides service with a smile, every time. It’s rare to find such a neighborhood feel in the big city. Thanks for the great service JR!

The best hardware store in SF! The staff are always great and helpful. The store is family run and the owners are always super nice and make you feel welcome. They have a great selection of items and can do stuff like cut keys.

The tools bought here are very poor and do not work at all. Worst customer service ever. Staff clearly hate their jobs. And to exaggerate to sell the goods, the after-sales service is extremely bad, very bad! ! !

rude and terrible employees did not allow me inside and said they don't want anything to do with me because they believed prank calls from people that were watching my live stream trying to ruin my life.

Great location and really a small store that has everything! Employees are really knowledgeable. Although sometimes they are quite busy and I do feel they need more staffing, great people!

Ok , now this is a great place to buy hardware. I am a contractor and I really enjoy shopping here . The people who work there are very kind . I will be there again tomorrow. Take care

Prices here are a little higher than going to Ho me Depot / Lowe's, but definitely beats leaving San Francisco. I've found just about everything I've needed here and staff is helpful.

Helpful and friendly staff, good enough selection of all the basic hardware store stuff. Parking is a challenge, though you can usually find a spot on the street within a few blocks.

Very friendly employees they love to help you out if needed prices vary some of the items are a little over priced, but I love shopping at smaller stores to keep them going.

I've come in a few times to buy random household items and always found what I'm looking for. the staff has been helpful and knowledgeable each time I've needed assistance.

For knowledgeable employees who can actually answer home improvement questions (looking at you home depot), this is the place to go. Great advice here everytime I've been.

Best staffed hardware store. Everyone is super friendly and knowledgeable, and they always have plenty of staff on shift so it’s easy to find someone to help!

Thank you Ian and Jr for amazing service. They made me about 50 keys in under 20 minutes! They made me feel at home and took care of me. Thanks again Ian!!!

We've been using this family-owned SF hardware store for years. It almost always has what we need. Owners and staff very knowledgeable. Highly recommended.

They were very helpful over the phone by checking on a product to see if they had it before I had to come and pick it up. Customer service was great

Great store. Genuinely polite and helpful. Good selection and they are knowledgeable to answer questions about the projects you are working on.

If you need plumbing assistance, ask for Will. Very knowledgeable, professional, kind advice. Thanks Will, and Ace Hardware, Clement Street!

The manager is an openly hostile individual and I will not shop here ever again. I have never had a worse experience in a store in my life.

NICE ACCESSORIES STORE FOR HOME OR BUSSINRSS IMPROVEMENTS. GREAT PERSONAL RECOMENDED. GREAT DEALS. TRY. YOU CAN FIND EVERYTHING YOU NEED.

Always friendly, and great customer service. Ready to go out of their way to either find something you need or give you good advice.

Love to fix things around the house but I dont know much about house maintenance but I always get great help at this place. Super!

Very friendly employees. Some seem to be much more knowledgeable than others about products and suggestions. Prices are high.

The store is large and well stocked. The staff are courteous and helpful. A definite 'go-to' store for hard to find items.

All hardware stores should be like this store. Big, has everything, and fully staffed with friendly helpful employees.

Took 2 minutes to get a key copied here. Staff is always ready to answer my questions and help me find something.

Great hardware supplies and household goods. Very impressive inventory. Parking available in front of the store.

Good service staff with helpful, and a pretty good selection of all the different options I was looking for

Helpful and knowledgeable staff. As one guy mentioned:”If we don’t have it, you won’t need it “ …

Great open and spacious store for the se crazy covid days. Extensive selection and very helpful staff

Great place to buy supplies. They have a great selection of materials for homeowners and contractors.

Great service and advice. They've got everything in hardware. Free 15 min parking out front.

They pack a lot of inventory into a limited space. Staff is very helpful and knowledgeable.

Definitely the friendlies and most helpful guy behind the counter. No eye rolls at all....

Friendly staff and great selection of products for most small home improvement and repairs

Limited selections and high prices. Employees are nice and very willing to help though.

Great hardware store to find small items so you don't have to go to the big box stores

Friendly, expert, patient helpful people. This store is why you don't shop at Amazon

Didnt have what i was looking for, but manager says that he'll look into it. …

For whatever reason this place is 30% more expensive than the ACE a few blocks away

Great got a real good deal on a pocket knife. Parking sucks , but service was good

This place has the best group of employees I've ever seen at any hardware store.

Typical hardware store, friendly, knowledgeable staff, with competitive prices.

Friendly people with a sense of humor. Found what I needed for a client, too!

They have lots of different items. Whatever you want it's there, except food.

Super helpful staff, plenty of options. Parking is available right outside.

My "go-to" store when I don't need or want to go to Lowes or Home Depot.

Helpful in finding what I was looking for. All employees had masks on.

Really excellent selection of hardware across your typical categories

They have everything one could ever need and the service is amazing!

Very helpful staff and a good selection of items. Great location.

it gud! amazing place that's got everything you need babyyyyyy

A huge upgrade from their old store. See you later true value!

Great staff, they have everything you need! Highly recommend!

Great store, very helpful people, and the go the extra mile.

Expert staff, awesome selection for all needs. They got you.

Worst customer service ever. Staff clearly hate their jobs.

The staff is super friendly and always incredibly helpful.

Best selection in the City. Great neighborhood resource.

Great service and selection, prices higher accordingly

Best neighborhood hardware store. A bit of everything.

Great local hardware store with very helpful staff.

Super helpful staff. Have everything. Great store.

Friendly and very helpful staff/manager I thought.

Have most of what you'd find at a hardware store.

Great selection. Fair return policy and prices.

Needed to get some special paint. Helpful staff

Ace is the place with the helpful hardware man.

Awsome place. Very helpful and friendly staff!

Manager and all staff are fast and so helpful

It is packed to the ceiling. WONDERFUL! …