Just before dawn, Mike Troeger received the kind of call every local business owner dreads. Mountain Hardware, a cornerstone of Wrightwood for more than 60 years, had been broken into earlier that morning. The familiar front glass door was shattered, a sight many of us pass by regularly. In the early morning darkness, thieves grabbed whatever they could before disappearing into the night.
But this wasn’t an isolated incident.
Just days later, Mountain Hardware was targeted again, this time in broad daylight. A so-called customer walked out with merchandise and threatened employees who tried to stop him. Soon after, two women entered the store, demanding a refund for items they claimed to have bought, but they had no receipts, and there was no record of the sale. Another shoplifter brazenly walked out with stolen goods before anyone could react, illustrating the boldness of these thefts.
Unfortunately, Troeger’s experience isn’t unique here in the Tri-Community. Down the mountain in Phelan, Jeanna Mills, owner of Mills Hardware, has been facing similar challenges. “Ours is more shoplifting,” Mills shared, frustration evident in her voice. “It’s usually someone running out the door with something. That’s the most obvious.” At Mills Hardware, the theft of high-value items like tools, electrical parts, and copper fittings has become all too common. “A lot of torches, tools. Our electrical tool section, in particular, was really bad at one point,” Mills said. “We have it locked in a cage now.”
For years, local businesses like Mountain Hardware and Mills Hardware felt secure in our close-knit community. But now, with thefts on the rise, that sense of security is slipping away.
“This is the worst we’ve ever seen,” Troeger reflected, noting how minor shoplifting incidents, once involving schoolkids, have escalated into more serious and frequent thefts. Mills has seen a similar trend in Phelan. The shrink rate at her store, which is inventory lost due to theft, shoplifting, or damage, has doubled from last year and is now twice the national average. This is a critical issue for Mills Hardware, which, like many of our small businesses, is struggling to keep shelves stocked and turn a profit.
The financial impact of these thefts is severe, especially for small businesses that operate on tight margins. Troeger explained that losing even a single item to theft means selling many more to cover the loss, straining their already stretched operations. Mills echoed this, noting how theft disrupts their entire inventory system, making it challenging to keep the right items on the shelves.
For customers, this can be incredibly frustrating. Many of us walk into our local hardware stores with urgent problems to solve, only to find that the item we need is out of stock—either stolen or misplaced. “If it’s supposed to be there but isn’t, that hurts us,” Troeger said.
Beyond the financial losses, the psychological toll on business owners and their employees is significant. Both Troeger and Mills described how, once relaxed and trusting, their staff is now constantly on edge. “It’s made us a lot more observant, a lot more nervous, not so much just trusting everybody,” Troeger admitted. Mills added that her employees are now more focused on preventing theft, which creates stress, especially when working late or alone.
Given the increasing frequency of these incidents, business owners like Troeger and Mills are finding it necessary to reassess and strengthen their existing security measures. While they have always taken precautions to protect their stores, the recent surge in thefts has led them to consider additional strategies. Alongside these efforts, they continue to rely on law enforcement for support, although this has presented its own set of challenges.
The need for law enforcement intervention is obvious, but both Troeger and Mills expressed growing frustration with the San Bernardino County Sheriff’s Department. Troeger recounted how he provided the department with security footage on a flash drive, but the sheriff never came to pick it up. “He never decided to come and get it,” Troeger said, his disappointment echoing what many in the community feel.
Mills shared similar frustrations. The sheriff’s department, tasked with policing a vast and often sparsely populated area, has been slow to respond to theft and burglary incidents. When they do respond, follow-up is often lacking, leaving business owners feeling isolated and unsupported.
Both Troeger and Mills acknowledge that the sheriff’s department is facing significant challenges, including being stretched thin with deputies covering large geographic areas and responding to various calls. Adding to these challenges is California’s Proposition 47, a law passed in 2014 that reclassified many nonviolent crimes, such as theft, from felonies to misdemeanors when the value of the stolen property is less than $950. This change in legal classification means that thefts which previously would have been prosecuted as felonies are now often treated as misdemeanors, resulting in shorter sentences or fines. “People know they can walk out with hundreds of dollars’ worth of merchandise, and the law sees it as a slap on the wrist,” Troeger said, highlighting how the reduced legal repercussions have emboldened some individuals to commit more frequent thefts.
Faced with rising crime and limited help, our local businesses are taking matters into their own hands. At Mountain Hardware, Troeger has implemented several security measures, including laminated glass on doors, anchor locks, and security hooks on shelving to deter break-ins and theft. Mills Hardware has also stepped up security, locking up valuable items and closely monitoring the store. However, these measures come at a cost, both financially and in terms of customer service. “We try to prevent going to the extreme of locking things up, it feels like such poor customer service,” Mills said.
While the San Bernardino County Sheriff’s Department has launched Operation Smash & Grab to target retail theft in urban centers such as Rancho Cucamonga and Victorville, rural areas like the Tri-Community continue to face unique challenges. The focus on these more densely populated areas means that communities like ours often have fewer resources and slower response times from law enforcement. This disparity highlights the need for crime prevention strategies to be tailored to all areas, including rural communities.
There’s a growing sense among local business owners to work together to address the problem. Though still a thought being discussed, the idea of a group chat for local stores is gaining traction. “If we could connect ourselves together on shoplifting, like a neighborhood watch, it would be better,” Troeger suggested, a sentiment shared by many in the community.
According to a recent study by the state’s Little Hoover Commission titled “Retail Theft: A Data-Driven Response,” security consultants advise businesses to continue investing in physical security and staff training to better handle potential threats. Economic analysts also warn that the financial impact of these crimes could have long-term repercussions for our local economy, especially if small businesses like Mountain Hardware and Mills Hardware are forced to close.
In response to these growing concerns, on Aug. 16, Gov. Gavin Newsom signed a set of new laws addressing property and retail crime in California. These 10 public safety measures increase penalties for repeat offenders and enhance law enforcement capabilities. The legislation focuses on retail theft, property crime, and smash-and-grab robberies by introducing stricter penalties and allowing prosecutors to combine the value of stolen goods from different incidents to meet felony requirements and provide law enforcement with more tools to hold offenders accountable.
Despite these challenges, the resilience of our Tri-Community’s business community remains a source of hope. Local brusinesses like Mountain Hardware and Mills Hardware continue to serve their customers with dedication and care, even as they navigate increasingly difficult circumstances. Moving forward, it will take a concerted effort from all of us, including business owners, law enforcement, and the community, to restore the sense of security that once defined our community.
