I'd been a regular and enthusiastic customer of Mr. S Leather for years. I've got rooms of leather gear, collected over a decade, from Mr. S, and from Europe. I wish I could say that my later experiences with Mr. S Leather have been in keeping with continued enthusiasm, but in fact, my last four in-store visits have produced more and more distance between myself and Mr. S. I'm not sure when exactly it started, or why it's gone that way. But gone that way it has, clearly. Was it the time I was buying a full body harness, and was told they needed to check the fit? Coming out of the dressing room, I stood for 20 minutes (no kidding) in a body harness, the clerk having forgotten I was there waiting for him. Standing two feet from me (two other customers browsing in the store), he was engaged in a conversation with a coworker, telling her how he had been up all night vomiting. Is there any gentle way to get someone's attention back to checking the fit of a harness, when the clerk is busy telling puke stories two feet from your codpiece? I've become invisible to Mr. S, it seems. Both standing in the middle of the retail sales floor in a body harness, and in every subsequent dealing I've had with them. Perhaps it was the time I had emailed them asking about replacing a broken rubber strap on a harness I had purchased from them. I wanted to custom order a replacement strap, but in leather. My question was whether they could make a strap without the piece being shipped to them, or should I box it up and send it in to have the custom leather strap made? The response? Like the Bighaired Lady at the Candy Counter scolding a child for no reason, I read the words "We will NOT REPLACE OR REPAIR RUBBER ITEMS THAT HAVE BEEN MISUSED OR ABUSED," then going into detail that rubber does not handle the stresses, tightness or rugged play that leather gear does. And that they are NOT responsible for damage to rubber gear resulting from misuse or abuse. Ask a simple question, get a ballistic Lady at the Candy Counter nonanswer. Maybe it was the time ordering a box of goodies from the website, indicating expedited UPS Second Day Air shipment? When I didn't get an order confirmation or shipment status (confirming 2nd Day Air), I messaged them. Some five days later -- FIVE -- I got a response, saying they would get the order out the next day. In the end, the 2nd Day Air expedited delivery took some three days longer than UPS Standard Ground, and cost $30 more. And here we are again; my latest purchase. Same story: Order $500 of merchandise from the website, ask for Expedited Delivery, follow every single shipping requirement, and sit back and wait. And wait. And wait. No status, no tracking number, no response to messages. Not one. When the package arrives out of the blue (no email alert sent, as stated on the website), I open the box and surprise! It's not what I ordered! Repeated emails sent to try to return the items I did not order and do not want have been ignored. Not a single reply, none, in two weeks. And while I may seem invisible to them, they still charged my BofA card for those items I did not order and do not want, as well as for the expedited delivery charges to receive those unordered and unwanted items. Two weeks later. Frankly, from the view I now have of Mr. S, after a decade of trying? It would have been far easier, more convenient and probably less expensive to get better leather gear from Berlin or Hamburg, even with a delay at US Customs, than what it took to visit Mr. S Leather in person or through their website, and being forced to endure their continued, unending indifference.