Willow Glen Ace Hardware — Local services in San Jose

Maybe I caught them on a bad day?

I came looking for a specific storage tote that after much research was pleased to find only ACE carried in-store (Amazon, big boxes, container store all required shipping). I love to support local businesses so was pleased.

This is the closest ACE to me and the totes were specifically stated as in stock online, so I head over.

First, the shelves are packed to the gills. Even with broken merchandise. It was more overwhelming than exciting. I managed to use the decent signage to figure out where the totes weren't, but saw random stacks of totes everywhere. Eventually found the largest collection of them at the back of the store, but the ones I was looking for were nowhere to be found. Only in a smaller size.

Second, when I ask the wandering store clerk who I should go to to help find the ones I want, he replies that the woman at the front "doesn't really read or write English". The comment came off as judgemental and rude, a huge turn off. No "let me help you", or "just a moment I'm with another customer", or even a "try the front desk first".... I decide to give the woman at the front a chance. For the record, she seemed to at least speak English just fine, and she said that the totes should be somewhere because "we don't hide anything in the store."

10 minutes pass while I wander around staring at every square inch of the store before I give up and call the Los Gatos location to confirm their stocking records are accurate. While I'm on the phone with Los Gatos, the store clerk finally comes around the corner to chastise me for walking into an unmarked "employees only" area. It looked just as chaotic as the rest of the store, and I'm just looking for the fricken storage totes.

Needless to say I hightailed it out of there, and headed to Los Gatos, who had them all neatly stacked and accurately stocked, and also had someone to help me both ring them up and help carry...

First of all let me say buyer beware!! I ordered online because it said they had curbside pickup. And it said they had the item I wanted in stock. So I paid and it said that I could pick up my order the same day. I waited for the email that I never received and decided just to drive down there and go ahead and pick it up inside the store. I walked in the store.and gave my order number and was told that there was none in stock even though I had already paid and the website said that they had them. So the man behind the counter said what did I use the item for.? I wasn't able to answer the question. Because its something.for my husbands work . I don't know what he uses it for. Upon that being said they said that they didn't have it. I could cancel my order or since they bamboozled me down there ( Because of course I stopped looking when I thought it was secured and paid for) . Of course a similar item was available but with all the attachments we didn't need. Well needless to say there bait and switch worked. By the way the old cashier was insinuating that since I couldn't answer what my husband uses it for it must be drugs. At that point my husband was just ready to go. The cashier also blamed the homeless for stealing and tried to tie an insult in a compliment. All the other employees were sweet and professional... One bad...

I don’t come to this store very often, however the times I have, I have always received such great service. The members here are so knowledgeable and helpful! When I called in to check a stat on my online order Nick assured me it would be fulfilled by the end of day, he then called me about an hour later letting me know its done even though I got an email stating it was shortly before his call. I love love the communication and customer service. I felt like Nick went beyond to reach out to me about my order.

There was another gentleman who I forgot his name, but stated he doesn’t always work at this location. He was extremely helpful when I needed help looking for a product. Not only was he able to find it within seconds, but he also asked me if I needed any other supplies and ask me what kind of project I was doing. He was very engaged and helpful.

Prices are great and although the store may be a tad small for my liking, they have SO much to offer. I am always amazed by their inventory and...