Customers frequently praise the knowledgeable staff for their friendly assistance, wide product selection, and willingness to help with specific needs like tool borrowing or project advice. However, recurring complaints highlight strict return policies, unfriendly interactions during exchanges, and inaccurate posted operating hours that cause customers to arrive when the store is closed.
Google rating: 4.7 out of 5 from 361 reviews (78% five-star).
Reviews on this page: 361 Google reviews (220 with written comments, 4 with photos).
Owner responses: the business replied to 0% of reviews.
Most recent review: September 14, 2026.
Service: Hardware Store serving Santa Cruz, California.
Data from Google, last updated October 27, 2026.
Photos
Customer reviews
4.7
★★★★★
361 reviews on Google
5★283
4★54
3★11
2★5
1★8
Reviews from Google, shown as published (original wording, unedited).
What customers talk about
We read 220 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Reagan went above and beyond helping me set up my account so I could get a discount, super patient through the whole process.”
“Excellent service and lots mod Saturday morning project must-haves.”
“Poor quality service would not honor the warranty on my broken craftsman sockets.”
“Great selections and wonderful experienced service and fair prices.”
“Fast service as they have multiple cashiers available all the time.”
“…courteous and they really take their time listening to questions and explaining concepts, no matter how simple the topics may seem.…”
“I highly recommend this location.”
“His words " you look like an honest man," I took bolts to tried then on before buying it.”
People customers mention
Stihl10 reviews
Depot3 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Jobs customers hired them for— from Google's service tags and the review text
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Loved By Us Pet CareLocal Guide · 62 reviewsiTotal number of Google reviews Loved has written across all businesses on Google Maps, not just this one.
Had a great experience at Ace Hardware today. Liz walked me right to exactly what I needed, no wandering around trying to find it myself. Reagan went above and beyond helping me set up my account so I could get a discount, super patient through the whole process. Jade jumped in too and helped make sure everything came together smoothly.
It's rare to get that kind of attentive, friendly service all in one visit. Really appreciated the team effort. Will definitely be back!
Bill ShultzLocal Guide · 43 reviewsiTotal number of Google reviews Bill has written across all businesses on Google Maps, not just this one.
The store had just had their soft opening when we were in... Beautiful store! They were still stocking, but looked like they were going to have a nice selection of inventory
Jeff ParkerLocal Guide · 84 reviewsiTotal number of Google reviews Jeff has written across all businesses on Google Maps, not just this one.
TL:DR
All it takes is one person to ruin it; in this case, Erin.
I have been coming to Ace Hardware to support local businesses, but I will no longer be supporting THIS Ace Hardware.
I purchased a faucet and found that does not fit with out style of sink and ended up returning it. I understand making sure that the parts are present for a return, but if the faucet is there, just smile and return the item, don't be suspicious of the customers whom are supporting your business. The phone call the following morning telling me that a wrench and aerator tool are missing didn't need to happen. After I told you (Erin) that I did not take anything out, you should not have continued asking me to look for the tools. Drop the matter, thank the customer for their continued support.
Michael DzyubaLocal Guide · 47 reviewsiTotal number of Google reviews Michael has written across all businesses on Google Maps, not just this one.
You can't beat a hardware store that makes you feel cared about. Scarborough has retained that small-town friendliness. Great selection of widely varied goods. Staff is knowledgeable and very helpful without being pushy or overwhelming. Too bad they don't stay open later, but in keeping with old fashioned standards, their staff can keep normal hours and go home to enjoy their families!
brett rogersLocal Guide · 22 reviewsiTotal number of Google reviews brett has written across all businesses on Google Maps, not just this one.
Had a loose screw on my cars air box. Noticed omw to sj so i stopped here and asked to borrow a flat head screw driver. Cameron was very polite and helpful and allowed me to use one. Thank you ace for the great employees and encounter. Couldnt ask for anything more
Jim RobertsLocal Guide · 143 reviewsiTotal number of Google reviews Jim has written across all businesses on Google Maps, not just this one.
Don’t try to return anything here. They are strict about forgetting to use your rewards and then returning something you didn’t use yet to put your rewards on it. They looked at me like I was crazy. Go to Ben Lomond ac. They are much nicer there.
