Pedrotti Ace Hardware — Local services in Benicia

I don't know what it is about Ace Hardware, but some of their locations have the most friendly and helpful staff that I've ever encountered (at any store!), and its consistent - every single time I go in. I was in the Benicia location just recently for my first time and it reminded me of the Walnut Creek store, which is absolutely my favorite for customer service. Benicia has the same level of enthusiasm that I was hoping for. Their employees totally made me feel welcomed (with a greeting when I entered); valued (the gentleman that helped me - wish I could remember his name - Robert? - didn't laugh at my dumb questions or comments when he helped me find a door sweep for my front door - and explained to me reasons I might not want certain types of this product as opposed to ones that would be better for an outside-accessing door); and also appreciated (I had a sincere thank you from the cashiers when I left (receipt says Krish but there were two of them together). I was in and out of the store in less than 5 minutes with the item I needed. I almost brought a pie home too, but I wasn't going straight home and I didn't want it to defrost in the car (the frozen pies are out of this world, and they're actually a couple of dollars less at this location than they are in Walnut Creek). If you've never tried one of their bake-at-home frozen fruit pies, take my advice and pick your fave fruit, bake it according to the instructions you can find online, (egg wash and all), and be ready to sing these same praises. Theyre really, really good! Which I guess goes right along the Ace theme of setting the customer service standard very high, and then exceeding it...

I dread going to hardware stores when I know I'll need help to get certain things. Usually it takes forever to get any help, I often encounter people who are simply overworked and could no longer care about their job, along with a very high attrition rate which directly translates to a bunch of new not-yet-fully-trained people to the store who have no idea what they are doing. This Ace store is a glaring Exception to all that, and after going there for the last five years or so I feel compelled to write this review, as that's the least I could do. I never felt the staff were unhelpful, even in the middle of a pandemic they had plenty of people eager to help their customers. Pretty much every single time I have been there someone (or often three people) asked me if they can help me with finding anything. When I was not sure exactly what size/shape of a lock would fit my application, someone from the store grabbed a few and walked with me to the parking lot so I can try them out before buying anything just so I don't have to deal with the hassle of returning it later. There are many such examples, whoever is in charge of their hiring, and customer service/satisfaction deserves a gold medal. Btw, their selection of nuts and bolts is probably the largest in the entire Solano county, and last but not the least, they have delicious...

One star for the initial customer service....I called Ace Hardware to inquire about their carpet cleaning machine rental. I was told by a young woman the pricing and the rental information. She also offered to hold the item. At this point, I was well pleased with the customer service. I told the young woman that I should arrive to the store in the next hour. I arrived within 30 minutes and went to the cashier area and gave her the story. She went on to mumble about how the last one was just rented. I explained to her that I spoke to (gave the person name again) At this point, she didn’t want to deal with me. This is when it gets worse. I am guessing the older woman, was the supervisor. She absolutely did not want to deal with me. I explained to her the dilemma. She went on to say in a hostile voice, “WE DONT HOLD THESE ITEMS FOR THIS VERY REASON, AND I AM NOT SURE WHO YOU SPOKE TO” I proceeded to mention her name and she totally disregarded. She goes on to say, “well why don’t you go to Raleys and purchase from them?” Wow!!! She was basically trying to push me out of the store. More was said afterwards. But I will just leave it there. I will not be returning to this company and plan to contact the rug company and Ace Hardware about...