Pini Hardware — Local services in Novato

There are several metrics why Pini is a great place to shop.

Customer Service Knowledge Community Involvement Value

Leading off, their customer service is EXCELLENT. It's like they actually like to be there and their management treats them well. What a concept! Every time I go there, they are happy to help. I actually love shopping here because I love fixing things but the fine folks that work there are happy to help you too.

I have gone there for many different projects ranging from home to auto. Whatever project I'm shopping for there is a knowledgeable associate there ready to help (also see not above willingness to help). Got a busted toilet? many associates know their stuff, have a sagging bumper that require the most obscure piece of hardware ever? Yep, the guys in hardware know whats up.

One of the really cool things (I think) is that they have boy scouts, Girl Scouts, Associate BBQ and other events there to help community groups or to educate the community. A someone that pours a lot of time into community events, I appreciate that. (Buy some girl scout cookies or some popcorn next time lol).

Lastly, there is a value aspect of shopping there that I like. Value is a metric that is tricky to measure. Some measure it by the lowest price found in a large warehouse like store. Ok, that's fair but I like to measure it in going in, getting what I need, getting out QUICKLY and wrapping up my project asap. I also appreciate that they occasionally send out coupons for things (I am NOT a coupon guy).

With all that being said I think PINI is a superior shopping experience and a great way to support a community...

Shout out to local community engaged businesses!

I have to hand it to the Novato Pini Ace and their new store by Harvest Market. They are awesome. Yeah they might be a tad more expensive than the big box store (HD, L, F) but their customer service is outstanding.

Since the pandemic I have become a serious DYIer with just some basic skills decent reasoning. Most weekends when I take on a project, it always requires at least one trip to Ace.

The staff always greet you when you come in and while perusing the isles. It’s like they can read minds that you have no idea what you are doing or looking for.

Every time I have been approached while mentally trying to figure out what I need, the staff patiently listens to what I’m trying to do and what I think I need. Not only have they consistently been able to help me but more often than not, they have been able to suggest better solutions and have saved me money.

For example, I went to buy a new garbage disposal because mine wouldn’t drain even after I took it out and cleared all pipes and openings. Ace staff helped me find correct replacement.

However, after he asked what the problem with my current one was, he suggested I run a cleaner/degreaser down it first before dropping $150+ on a new one.

Well lo and behold, after 4 degreaser packets, it finally cleared out and fixed the problem. So, I ended up only spending about $15. Problem solved and I have extra packets for...

AVOID THE ACE HARDWARE AT 1535 S NOVATO BLVD IN NOVATO.

Arrogant, rude, cocky. Giving out incorrect information to the customer and then trying to convince the customer that they are lying after the fact. Despicable customer service. Damien in the key department told me one thing and suggested I come in at a later date for a particular service. He then backtracked on said date when the manager Adam was present and proceeded to gaslight me as though I was delusional. Another coworker who I spoke with on the phone about ten minutes earlier spoke to me as though I was a liar. Adam the manager was completely callous and these individuals have made me feel very deflated and disrespected. I'm feeling pretty down after this interaction (from a friggin trip to a hardware store) that could have gone quite differently if the staff were all on the same page and also were sensitive to the needs and experiences of their customers. Wow. This was gross and extremely hurtful. The worst interaction was with the guy on the phone who i spoke with in person briefly at the store. Tall skinny white guy with medium length brown hair. I don't know if your massive ego stems from a deep insecurity thing going on but I pray that your social skills evolve, not only for the people that feel slighted by your arrogance, but for your own sense of...