Mr. S Leather — Local services in San Francisco

What companies call "product" and "customer service" has become so dodgy that when I find a great company like Mr. S. Leather it feels like a national holiday should be declared...and the least I can do to encourage this kind of business is write a review.

Orders are always on time and always right and most reviews cover that ground alone. But isn't that the minimum any company should be doing? It's not really an accomplishment. In reality it should be 3 starts out of 5; for more stars a company should do more, and Mr. S. Leather does.

I asked a question by email a few months ago; I got back a researched answer with several good suggestions.

And when my stuff arrives - correctly and on time - I open the box and there's the signature Mr. S. treatment. A few fun words hand written by who I presume is the packer, signed. And in addition to the obligatory protective packing materials, the purchase is placed in the box with care and wrapped neatly.

Who cares, right? Isn't taking that extra time a waste of money? No, it's not. Even if you "don't care," that kind of obvious concern makes an impression, even if only subconsciously. And I care, because it says something very important on where I'm spending my money. THEY care. They WANT to make a good impression because they know it's important. Unlike the bulk of companies who've come to believe that profits come from cuts and paring away quality bit by bit, Mr. S. Leather knows that profits start with the customer - and that's a big deal these days.

What the HELL does any of this matter? (And don't we just want it delivered fast so we can lube up that new butt plug and stick it?) Out of your last 10 calls to any "customer service" departments, how many left you completely satisfied? If you said 3 you're lucky because most of corporate America couldn't pass Business 101, and that's why you're unsatisfied with 70% of your interactions with customer service.

The people at Mr. S. Leather did pass Business 101. Here are a couple of lessons from that class that matter TO YOU: (1) There's no such thing as being utterly stupid in one department and really smart in another. Organizations are smart or dumb and it affects all of operations. If not now, eventually. It's a law of the universe. Getting the packing perfect is an indication of how the rest of the business is run, and the likelihood that "always correct and always fast" is always going to be true. (2) Keeping an existing customer is cheaper than finding a new one. Mr. S. works at keeping existing customers. Companies that focus on finding new ones to the detriment of existing ones are damn fools. See (1). Damn fools in one area means damn fools in all areas.

Again, it's not enough that a company delivers fast and right today; doing it tomorrow depends on being smart. That extra sheet of packing paper, neatly wrapped around your new harness - it...

Amazing Customer Service and High-Quality Products at Mr. S Leather

I had the pleasure of purchasing a yellow pup hood from Mr. S Leather a couple of summers ago, and after a couple years, I decided to order a new pup hood, this time in green, from their website. The staff on the phone were incredibly helpful, thoroughly explaining the process of my order. Despite not initially noticing the fine print about the additional time required to make my hood, I was happy to pay the extra fee to expedite it for my first Pup event.

As Pup Emerald, I want to give a huge shoutout on Google Reviews to this amazing company. They support such a good cause, and having a pup hood is so important to my mental health—I hadn't realized just how much it meant to me until now. Throughout the process, I spoke several times with Nick and Yan-yin, both of whom were exceptionally understanding, patient, and quick to help figure out exactly what I needed and wanted. They made me feel like part of the Mr. S Leather family, which was a wonderful experience.

Despite being a kink-related store, Mr. S Leather provides an essential and professional service. Their customer service is top-notch, ensuring I had everything I needed and more. Nick was incredibly personable and friendly, while Yan-yin's kindness and reliability truly stood out. They both went above and beyond, even searching the warehouse to locate my order. 🙌💚 That level of dedication speaks volumes about their customer service.

I encourage anyone reading this to leave more reviews for Mr. S Leather and to acknowledge their outstanding customer service. ❤️ The quality of their products from my previous purchases has been excellent, so I am excited and confident about receiving my new hood soon. Nick and Yan-yin’s commitment to customer satisfaction truly shows how much they care about their customers. Thank you, Mr. S Leather, for an amazing experience.

Sincerely, Pup Emerald...

I am absolutely blown away by Mr. S Leather and their exceptional customer service. From the moment you step into their store to the ease of online shopping, the experience is nothing short of spectacular. Recently, I found myself in a bit of a bind—my pup hood went missing just days before a wedding I am going to be a part of, and I needed a replacement immediately. I reached out to Mr. S and explained my urgent situation, and they truly went above and beyond to help.

I had the pleasure of speaking with Dalton, who jumped into action right away. He was incredibly responsive, attentive, and made sure to address my needs quickly and efficiently. The level of care and dedication this business offers is unmatched, and I can’t speak highly enough of their staff and the service they provide.

Though I live in Texas, I’ve had the privilege of visiting their store twice, and each time, the in-store experience was flawless. The staff was incredibly knowledgeable and took the time to help me find the perfect Chasity cage, ensuring I was comfortable with the fit and style.

In another note as someone who is colorblind, I truly appreciated the extra care they took to help me choose the right colors for a harness, something I’ve never encountered elsewhere I was hoping to find a specific piece that had been discontinued, and I thought I was out of luck. But after a detailed conversation with Plur, they helped me put together a custom solution by combining various items to recreate the exact harness I had been searching for. The result was nothing short of perfect, and I walked out of the store a very happy pup.

There are simply no words to adequately express how incredible my experience with Mr. S has been. Their staff, their commitment to customer satisfaction, and their willingness to go the extra mile make this company truly exceptional. If you’re looking for high-quality products and outstanding service, look no further than...