Ace Hardware — Local services in Menlo Park

Racially Profiled

I (Latino male) recently visited the store to pick up a yeti I had ordered online, and the two gentlemen at the front were very friendly and helpful (one Caucasian, the other latino). Since I was also carrying my son in a car seat seat, I tucked the yeti I just purchased into my hoodie pocket, with a little bit sticking out for visibility. I had parked in the back of the store, entered through the back door, and picked up my item at the front. After that, I went back through the store toward my car. On my way out, I stopped by the tape measure section to see what they had available. While there, a worker approached me and asked if I needed help, to which I politely declined. I then noticed she spoke to one of the other staff members. As I was leaving, the other employee called out, “excuse me, do you need help?”. I explained that no, I had already picked up everything I needed, and then he said, “oh, OK, because I saw the yeti in your pocket”.

I was confused by this comment. What exactly was he implying? It was clear I wasn’t trying to steal anything, as it would’ve been absurd to leave it sticking out of my pocket if I were trying to hide it. I told him that if he was concerned, he should check with the staff upfront.

What bothered me even more was that when I first entered the store, neither of these two employees acknowledged me or asked if I needed help, despite walking right past me. They were speaking in a language I didn’t understand, which I only noticed as I walked back towards the exit, and leaves me to wonder (since they spoke to me in English) if they were doing so to avoid me overhearing.

What really upset me, though, was seeing a Caucasian man do the same thing just as I was entering the store. He was walking out and placed his items in his pocket, and was not questioned at all.

This experience was frustrating, and unfortunately, made me decide not to return to the store ever again. I hope the staff will improve their approach to customer service and consider how their actions...

I usually love every Ace Hardware I have been to. I’ve shopped at this one more than a dozen times. I usually get great service at every ace I’ve been to and this one does not live up to that expectation. Today, I had a particularly disappointing experience. I was shopping for a toilet paper roll holder and I asked at the register if they would price match with Amazon. I totally understand if they cannot do this. However, instead of politely explaining that it’s not possible for them and telling me they appreciate my business regardless, the person at the register, the owner I imagine, essentially scoffed at me. I got it, he’s annoyed that he pays rent and Amazon doesn’t and so Amazon beats him on pricing. I would’ve been happy to pay the extra five bucks had he been polite and empathetic about it. However, he seem to be taking out his bad day on my question, which has compelled me to write this review and avoid the shop for the time being. I don’t want to hurt his business, but I’m writing this review hoping that it nudges the team in a positive direction for customer service. Best of...

Rude and illegal behavior. The woman decided I was stealing, and started tailing me close up and unmasked, because I'm disabled and wearing an n95 I guess? I decided to just pay and leave and as I was trying to pay, the woman sticks her hand in MY PURSE and says what about this? At which point I just left. I realize reading other reviews that the two rude women must be related to the owner because there is no way you'd let a normal employee behave like that.

They also don't meet ADA laws for accessibility. Nor do...