For Moorestown Hardware, the Nuts and Bolts Is Service

Walk into and chances are Bing Crosby is crooning on the sound system, The Honeymooners is replaying on a black-and-white TV, and fresh-popped popcorn is waiting next to a vintage Coke dispenser that offers ice-cold glass bottles of soda.

Did a time machine transport you back to 1950? Probably not. As Moorestown Hardware celebrated its 10th anniversary this month, owners Pete Bender and his wife Julie want to assure you that this is a 21st-century business, albeit one with an emphasis on old-time service.

“I want our customers to be reminded that this is the type of environment that made our country great,” Pete explains. “Change is inevitable, but good service remains an important part of who we were and still are.

“The old stuff is a daily reminder. When customers leave this store, we want them to know we sincerely appreciate their business. Sure, we all have bad days, but we are happy when customers come through our door.”

For the Benders, it has been an incredible 10 years.

What exists today as Moorestown Hardware originally opened as McChesney’s Hardware on Main Street around 1923, according to Bender. In 1972, it moved to its current location at the old Collings Lumber Yard. After some fits and starts, the dwindling business was about to go under when Bender decided to take a risk and purchased it in 2001.

And so he left 22 years of retail management behind to pursue a dream.

“When we signed the papers on March 1, 2001, I officially became the proud owner of a business that lost money every day,” Bender remembers. "At the time, I wondered, 'What had I done!'"

After a career of turning around under-performing retail stores, Bender knew where to start: inventory. “We used every penny to stock the shelves,” he remembers.

In late March, he held a grand-reopening. And something amazing happened. The store exceeded all expectations by experiencing startling growth.

“In six months, we exceeded our five-year plan,” Bender says. “It was as though people had been waiting for us and wanted us to succeed.”

Today, Bender estimates that 85 percent of his business comes from Moorestown residents, but consumers from Cinnaminson, Mt. Laurel and Cherry Hill also have become regular customers.

Julie joined the business full time within the first year, leaving behind her job managing the Peter Pan stores on Main Street. And today son Pete Jr. is also a full-time employee.

Moorestown Hardware has developed a specialty niche in Weber Grills. The store offers to assemble and deliver the grills as well as a full line of replacement parts.

“We always say, if they make it, we stock it. Weber is a product we believe in,” Bender says.

The store also features mailboxes, doorknobs and specialty hardware. But it’s the service the keeps customers coming back.

Bender tells a story of an older customer who came in to buy glue to fix a broken drawer. The staff soon realized this customer was not going to be able to fix the drawer by herself and told her to bring it into the store.

“She’s a regular customer, and the drawer needed fixing. So we did it at no charge,” Bender explains. “Whatever we can do to help our customers, we do. It’s not always about making a sale. Of course, we can’t do this for everyone, but sometimes, it just means doing what is right.”