Costello's Ace Hardware of Pasadena

The manager would not honor a 50% off sign for outdoor Christmas lights. It was clearly marked with the product, but he claimed that they were for summer decorations.. not on sale????? Not, as a "manager' he should have honored the sign. We are exceptional custo ers of this Ace and a manager has foregone our business over 20 $.It was a 10 light driveway stake light for 19.99. Very disappointed 😞

This was my first time to the store and I am going to avoid this Ace because they are so unhelpful. Usually when you walk into an Ace people are asking if you need help and ready to direct you to what you need. Today I walked through out the entire store and the only help and guide I had was the store cat who followed me around. When I went to the paint section to ask questions and I was shooed because they were helping another customer, and instead of coming to me after they were done they just started to chat among themselves. I would rather drive further away to get help at a smaller Ace Hardware that will actually help me and be friendly. I’m only giving 2 stars because the place was clean and organized, plus they have a friendly store cat who followed me around while I shopped.

The staff are always friendly and helpful, the location is super convenient near other shopping stops, and the store is always clean and well lit. YES, the prices are about 20-25% higher than Home Depot or Lowes, but this is so much easier than farther away to the bigger box stores and fighting the larger crowds and parking lots. You should check their inventory online because they do have smaller selection being a small store. Sign up for the rewards program to get the regular % off and $ off coupons, which makes the prices much more comparable....also they do discounted specials on their own gift cards around Black Friday and Christmas. Strangely, the Ace store in Severna Park is owned by a different family so the computers don't cleanly accept each other's coupons but they always are willing to match and do an override. We bought our gas fireplace here as well and overall had a nice experience with them too.......so overall, we like supporting this little local store.

I somehow lost a peg in my car that holds up one side of the hatch privacy cover. Tried to get a replacement part to no avail so decided to go into Ace to see if I could find something that worked. I turned down the aisle with all the little drawers of nuts, bolts, screws, etc. And there he was. Ralph asked me if he could help and worked with me, going back and forth to my car to help me. He innovated a solution that isn’t just a temporary solution but actually works perfectly. There’s no need for me to keep trying to get the actual part. And his interactions with other employees and customers during that time was 5 stars too. Just a kind human and deserves to be recognized. Thank you Ralph! Signed, Mini Cooper lady

Contacted Costello's Ace about installing a pellet stove insert at my house. During the discussion, I expressed concerns about the existing fireplace setup and provided photos/measurements to the sales person. He spoke with someone and they said it was not going to be an issue. Fast forward to the pre-installation. The person measured and we realized it would not work (the surround would not fit). The pictures provided definitely show that it would have been an issue before the pre-installation visit. In the end, I was refunded the deposit, except they charged a $100 pre-installation visit fee. Rather ridiculous as they should have not even gotten that far along in the process. In the end, don't buy a stove insert from Costello's. The sales person will tell you what you want to hear. Update: Their sales manager reached out and profusely apologized for the issues I encountered. They refunded the cost of the pre-inspection and offered to look into alternatives for getting a pellet insert.