Moss Bros Reviews

Name: Moss Bros
Address: moss.co.uk Customer Services8 St John's Hill, London
Rating: 2.20

2.2 Rating 60 Reviews

30 %

of reviewers recommend Moss Bros

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2.2

Based on 60 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email

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Phone:

0870 950 7654

Location:

moss.co.uk Customer Services8 St John's Hill
London
SW11 1SA

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very disappointing experience with Moss Bros suit hire for a family wedding. From the initial fitting, the service was poor. We weren’t able to try on the correct items, and the alternatives provided were nowhere near suitable. Staff seemed unsure and unable to give clear guidance, which didn’t inspire confidence at all. The overall professionalism in-store was also lacking — staff were dressed very casually, and one was drinking from a large energy drink can during our appointment, which felt inappropriate for what should be a formal fitting experience. There were multiple issues with administration too — incorrect sizing was entered despite being checked, and the store recorded the wrong email address, meaning I never received a notification that my suit was ready. We were also given incorrect information about when the suits would be available, which added unnecessary stress close to the event. Although the issues were eventually resolved in time, the overall experience was disorganised and far below expectations. For something as important as a wedding, the process should feel smooth and reliable — this was neither. I also raised these concerns with customer services, but the response was generic and failed to properly address the issues raised, which was equally disappointing. Based on this experience, I wouldn’t use Moss Bros again or recommend them to others”

Helpful Report

Posted 1 month ago

“Booked an appointment with Moss Chatham for suit hire for my son’s prom, not to buy a suit. When we arrived, it quickly became obvious it wasn’t really a personal appointment at all — it felt more like a sales push. When I mentioned that I had booked a hire appointment, the assistant said he could only see it as a general appointment in the system and not specifically for hire. He then pointed us towards around 10 random hire suits in random colours, many of them looking very worn, and basically said “have a look there”. There was very little interest in actually helping us. Even when we said we were open to looking at suits to purchase instead, the service didn’t improve. The assistant kept disappearing, and the measurements he took felt completely pointless because he was bringing random sizes that were clearly far too big or too small. The whole hire service felt like an afterthought and honestly a bit of a joke. In the end, for almost the same price as hiring, we bought a brand new suit from "next" with far better service and no hassle.”

Helpful Report

Posted 1 month ago

“Again was fantastic. Taken my wedding suit back and decided to buy a new suit and Again the hole team was amazing, straight forward as always and very professional at what they do. I've had a few suits from Burtons ,Greenwoods ect.. but never had a level of service as amazing as this as they go above beyond for there customers and the prices WOW spot on. Moss bros is absolutely 💯 the best place to buy or rent a suit. Thank you again and look forward to coming back to moss bros in Fleetwood. Even my wife decided to buy a suit”

Helpful Report

Posted 1 month ago

“Ordered a made-to-measure wedding suit from Moss and despite careful measurements and assurances from staff, the suit was significantly oversized and required substantial alterations just to be wearable. After being told no further alterations would be made once the suit had been made, I was told by customer service I had failed to engage with their “aftercare process” — which was never explained or offered at the time despite commenting on the size of the trousers. Moss repeatedly refused to acknowledge this contradiction or take responsibility for the their product. They refused any refund or reimbursement for the additional alteration costs required for the suit to be wearable for my wedding. For a service costing over £800 and marketed as made-to-measure, I expected the suit to at least fit. This experience has added nothing stress ahead of my wedding and left me feeling completely let down.”

Helpful Report

Posted 1 month ago

“I went to Moss bros today in Stratford city and Hibaq King absolutely out done herself, she met all my requirements answered all my questions and honestly offered me the best customer service I have ever received. Her resilience, professionalism and customer care was outstanding and out of this world.”

Helpful Report

Posted 6 months ago

“Avoid at all costs. Returned a shirt that didn’t fit using their returns procedure. No refund after weeks of waiting, contacted customer service, was asked to send proof of postage which I did, after many emails they refused the refund and emailed saying my claim was fraudulent and were blocking me from purchasing again. Un-fu****-believeable! Whatever you do please do not buy from these people.”

Helpful Report

Posted 8 months ago

“Here's a possible review: *1/5 Stars - Disappointing Experience with Moss Bros Milton Keynes* I'm extremely disappointed with the white shirt I purchased from Moss Bros Milton Keynes branch. The shirt was packed and looked fine in the store, but when I unpacked it at home, I was shocked to find that it was worn with visible dirt marks around the cuffs and collar. What's even more disappointing is the lack of customer care I received when I called to report the issue. With a wedding to attend and no time to find an alternative, I explained my situation to the customer service team, hoping for some understanding or assistance. Instead, I was met with indifference and no offer of compensation or discount. Given the distance I had to travel to the store (a 30-minute drive), I expected a more satisfactory response. Unfortunately, this experience has left a sour taste, and I wouldn't recommend Moss Bros Milton Keynes to anyone. *Improvement Suggestions:* - Quality control checks on merchandise before sale - Empathetic customer service that acknowledges customer inconvenience - Consideration for compensation or discounts in cases of faulty or substandard products Until these issues are addressed, I'll be taking my business elsewhere.”

Helpful Report

Posted 10 months ago

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Moss Bros 3 star review on 5th August 2025

Helpful Report

Posted 10 months ago

“Suit did not arrive in quoted time meaning I did not have it for event.”

Helpful Report

Posted 11 months ago

“Review Title: Disappointing Quality and Service Despite Loyal Spending I rarely leave reviews, but after spending over £2,000 with this brand, I feel compelled to share my experience. I recently purchased 5 suits shirts ties tie pins and shoes from moss After the wedding my youngest son wore his shirt again at the races only to find the stitching at the cuff was torn and with noticeably poor quality – substandard fabric and questionable stitching that didn’t reflect the price or brand reputation. Moss recognised this but offered a gift card instead of a refund. Why would I return to a substandard company? I contacted customer service on numerous occasions expecting at least a fair resolution, especially as a loyal customer. Unfortunately, the response was slow, dismissive, and unhelpful. There was no genuine attempt to address the issue or retain my loyalty. A gift card was all they were offering! It’s incredibly disappointing to invest so much in supposedly a good company/brand Definately do not recommend !”

Helpful Report

Posted 1 year ago

“I used Moss Bros Bradford for wedding suit hire this year. Four adult suits, and one child hire. I had an initial appointment, in which we picked out suites (a three piece with tails). We then booked and scheduled a fitting. All good so far. Terry dealt with us then, it was seamless. One of our hire, due to geographical needs was measured at the Lincoln branch and not Bradford - ISSUE #1 - Lincoln then highlighted that the waistcoat we had selected and paid for didn't exist in the sizes needed, something Bradford hadn't picked up on but gladly took the 50% deposit for (£300+). If Lincoln hadn't highlighted this, we wouldn't have known. So we then had to go in and select different suits. So all good. Every member of the party sized, suits on order... Three suits going to Bradford, one suit going to Lincoln - we checked this and verified with Jensen at the Bradford store. Who is supposedly a deputy manager, not sure what he can manage though... Two weeks to the wedding, I get the email outlining delivery will be X date to Bradford, but then so does the party member whose suit is meant to be going to Lincoln - ISSUE #2 - Turns out Deputy Manager Jensen didn't do anything that he said he did - and the Lincoln suit was going to go to Bradford. This only came to light as we went in to to validate. 20 minutes of "oH nO tHeRe Is NoThInG wE cAn Do", finally had it resolved with a new order for the suit to go direct to home address. Lots of unnecessary faff 2 weeks before a wedding. However, during this same visit - ISSUE #3 - Jensen then asks "Is there a child on this order?". Turns out when we went in, Mohammed who took all the measurements DIDN'T LOG THE CHILD SIZES ON THE SYSTEM. Had we not checked, I'd have been paying £80+ to hire a tie and pocket square. So we had to scramble to get the child in 2 weeks before the wedding to get sized. All this took place on the Saturday, we got the child in on the Sunday for measurement. I asked Jensen if a manager was in, he said no. At this point I didn't know he was a deputy manager... So not sure how valid that no was, or it was just a cowardly response to not wanting to deal with a complaint. We go in on the Sunday, Terry and Shoaib and doing the measurements... They ask why we're in this position, bring them up to speed - their facial reaction and body language to it being Mohammed that caused this issue was telling... With my father-in-law, we verify that the child suit would be delivered for the Tuesday. Terry informs us he can see on the screen it's gone to picking, and he knows this as "when he ran stores, the vans moved over night". Gave the big speech about how he was a big manager and no stepping back, and Tuesday would be fine. So we make arrangements with it being school holidays, for grandaprents to have the children, different days - again unnecessary faff but needed to be done. Monday comes about, and the store manager calls me. Fozia. ISSUE #4. Turns out Terry's information on how astute the deliveries are was BS. Suit wouldn't be there until Wednesday at the earliest, never would have been there for Tuesday. Ever. So we had to then re-coordinate childcare for two children and mess about multiple people to then get them in to try the suit on the Thursday. Fozia calls me a couple of times over the coming days, and herself says that she's speaking to head office to get the remaining 50% of the order refunded as it's not been good service. Thursday comes, suits fit. Friday comes, I go in with my best man, suits fit. ISSUE #5 - the money off/refund Fozia said she'd do, not transpiring. No other apology offered. Incompetence is one thing, but dishonesty is another. I'd avoid Moss Bros Bradford like the plague and look at other vendors to supply - or even buy suits. £600+ was meant to take the hassle out of it, but all it did was add stress, issues, and complicate things. It's suit hire, not rocket science. Other branches and us (myself, my partner, our families) picked up on the continues comedy of errors.”

Helpful Report

Posted 1 year ago

“A shout out and some recognition for both Kevin and Alex at the Canterbury Moss Bros store! After the Guildford Moss Bros store consistently messed up a big wedding order just a few weeks before the event, I visited my local branch in Canterbury where Kevin and Alex were on hand to save the day. Friendly and patient they did everything they could to get my alterations done in time. I've just picked up the suit and it now fits a treat. Thanks again :)”

Helpful Report

Posted 1 year ago

“Everything went wrong, literally everythin. The delivered the wrong colours, the wrong sizes, the wrong suits for gods sake! Utterly useless. We even gave them 3 days to fix the issue culminating in a promise to send suits on the morning of the actual wedding. Of course they did not arrive. We carried out a 50K wedding looking like Gypsies.”

Helpful Report

Posted 1 year ago

“I've placed a order for 10 shirts. A few days later, I get a email that due to stock count error they are unable to dispatch 9 out of the 10 shirts. And instead can only dispatch one shirt. It is the 16th of may, and the one single shirt has still not arrived, and not even a tracking number being provided. They seriously need to work on their online commerce side, as it's currently being managed by cowboys that cannot do something as basic as stock count, and dispatching orders. Terribly disappointed and frustrated.”

Helpful Report

Posted 2 years ago

“Received my suit today, extremely quick delivery, excellent quality and fit. Thankyou. Very happy.🙂🙂”

Helpful Report

Posted 2 years ago

“Visited the Clarke’s Village store in Street today to buy a black dinner suit and was served by the store manager. I must say what excellent service ! Cannot fault how easy it was to sort my outfit, made comfortable with the sizing and overall choice. She really is a credit to your company and also impressed of how she managed the other members of staff. Will definitely be back to buy and highly recommend to others who are visiting Clarke’s Village.”

Helpful Report

Posted 2 years ago

“I ordered a custom made suit for a funeral with 4 weeks notice. I was assured it would be ready a week before, with a week allowed for alterations. Needless to say it didn’t arrive in time, but I’ll give them credit for lending me a suit for free. When I did collect the suit it was pretty tight fitting, and the alteration didn’t really satisfy me so I rejected it. They offered me 50% discount and another alteration if I took it, which I eventually did. Not a great experience overall, I’ve now got an ill-fitting suit waiting in my wardrobe for someone to die”

Helpful Report

Posted 2 years ago

“Never hire a suit or buy a suit from here. I went into the York designer outlet store to purchase a hire suit on the 26th February 2024 for an event that was on the 14th March 2024. The day after I purchased the hire suit which was £150, the event was cancelled so as you would I asked for a refund of my money as I won’t need the hire suit anymore. When I emailed the customer service email I was told that as my event was within 30 days I couldn’t have a refund, bare in mind that I was never told about these terms and conditions nor was I told that I won’t receive a refund by the employee. I tried to sort this issue out asking if I would be able to purchase the suit in full instead of hiring it however I was told I have to do it fast or it won’t be possible, this would have also cost me a additional £150, which these days no one has to pay. As a last chance I asked if I could get a credit of £150 to spend in shop or online therefore the business doesn’t lose out on anymore but again this was denied. My experience was very poor and I am extremely disappointed with the outcome of my issue, I gave the business over 2 weeks notice and told them the event was cancelled a day after I made the purchase. I won’t be returning to the business and wouldn’t recommend it to any of my friends or family as well as anyone looking to purchase or hire a suit from Moss Bros. Extremely disappointed from a business which I thought was professional and about their customers.”

Helpful Report

Posted 2 years ago

“Terrible service and really bad customer service attitude. Bought online and as my email address was incorrect they refused to take a return on the item.”

Helpful Report

Posted 2 years ago

“Absolutely terrible customer service for an online purchase which I returned. Zero communication over it and no refund in over 14 days after them receiving it. 14 days is the maximum time retailer's are allowed to issue a refund by law and they also specifically state on their website that refunds will be processed within 7 days of them receiving the items which hasn't happened so they're in breach of their own T+Cs as well. Customer service useless too. Total disregard for their responsibilities under consumer law and they clearly don't care about or value their customers. Shop elsewhere and save yourselves some hassle”

Helpful Report

Posted 2 years ago

Moss Bros is rated 2.2 based on 60 reviews