Los Gatos Ace Hardware — Local services in Los Gatos

Horrible customer service. I called yesterday and ask someone if they are able to look up my debit card to return some items since I lost my recipt, and she said yes they can. After 20 minutes driving going to the store in Los Gatos, CA, a girl at the register told me I can’t return my items by looking up my debit card. I told her that I called earlier and Someone told me I can return it if I i don’t have my recipet and they are able to look up my debit card. After calling the manager, I believe his name was Ralph. He was so rude, talking loud and yelling in front of other customers. Seems like he had some mental issue. That was a first time I shop at ACE HARDWARE because I usually go to homedepot. I will never ever go back there and I will file a complain about the store manager since he can’t manage his anger and made me feel really uncomfortable and scared because I thought he was about to attack me. They need to train their people about the return policy since the employees are not on a same page, and traine them for customer service as well. Since they don’t know anything about customer satisfaction. I will never go back there and I just realized how much I love homedepot and their customer service is...

Heads Up - Be careful about getting Keys cut here.

I brought in 2 OEM Toyota keys with the hope of getting them cut and programmed before a road trip. I arrived at 4 pm, and their programming service closed at 3:30 since the program tool customer service closes then. They said they could at least cut the keys, though, which I took them up on. The first key was cut with no issues.

The second key was messed up by their machine somehow. After using my original key to try and manually retrace the cutting, it was still not working. They offered to take care of me and get me set up with another key (Not my OEM key) but then realized that they did not have the correct key so they could not do anything to help me.

On top of this, because they had retraced my original key so many times, it wore it down somehow and has not been the same since, and is quite rough on some locks.

Ultimately, I was able to get 1 key cut, 0 keys programmed and lost the money from the OEM key...

Love this Ace Hardware in Los Gatos and glad it is so close to our home. I never get my questions answered at Home Depot even if I ask several employees questions about a specific product. Every employee at this Ace Hardware goes above and beyond to answer my questions or they find someone who can assist me. I’m there at least once a week. I’ve bought paint many times and I’m always there for garden flowers, soil, mulch and flower pots. They were very helpful in helping me find different types of fertilizers for different flowers; now, all my flowers are healthy and in bloom. Sometimes, I find unique flowers here that I couldn’t find at nurseries. I bought my Christmas Tree lights here and found some really nice Christmas ornaments. They have great service with a smile. They even have the best cleaning products as far as brands I have not seen at grocery stores. All staff members and owner are very polite and...