Name: Moss Bros
Address: moss.co.uk Customer Services8 St John's Hill, London
Rating: 2.13

“Do not rent suits for a wedding from Moss bros Plymouth or Exeter.I wish I’d known of Moss’ low ratings on Trustpilot before going there. My son in laws suit had to be swapped due to body odour smells. Meanwhile I (father of the bride) was told via emails to pick mine up from Exeter as it was there - I dutifully made the hour long trip only to be told that actually, it wasn’t there! They then told me they’d get it delivered to my address the following day -I’ll leave you to guess if it turned up-(it didn’t). Eventually drove to Plymouth branch - my suit was there but the jacket smelled and had to be swapped. If this is the kind of stress you want two days before your wedding, go ahead and give Moss your money months before and, well,..good luck!!!”

Helpful Report

Posted 1 week ago

“shocking company dont bother, I haired a kilt two years running and the same problems happened, we will never ever use them again.”

Helpful Report

Posted 2 weeks ago

“Extremely disappointing experience with a custom-made tuxedo from Moss Bros I am extremely disappointed with the custom-made tuxedo I purchased from Moss Bros for my upcoming 50th birthday ceremony at the end of November. I specifically went to the Cheshire Oaks store to have my measurements taken, as I expected a custom-made garment to fit properly and to be made to a high standard. Unfortunately, the finished jacket is completely unacceptable. The trousers are fine, but the jacket is so poorly fitting that I simply cannot wear it. This is particularly frustrating because this was not an inexpensive off-the-rack purchase. I went through the process of having measurements taken specifically so that the finished tuxedo would be suitable for such an important occasion. I trusted Moss Bros to get it right, and they have let me down. My 50th birthday is a very important occasion for me, and I purchased this tuxedo specifically for the event. Instead of being able to look forward to wearing it, I am now having to find another tailor and pay for another jacket to be made just weeks before my birthday. The whole point of paying for a custom-made tuxedo and having professional measurements taken is to avoid exactly this situation. Having a pair of trousers that fits is not much consolation when the jacket — the most visible and important part of the tuxedo — is effectively unusable. I am extremely disappointed with both the quality of the finished product and the fact that the measurements taken in store did not result in a jacket I can actually wear. For a company such as Moss Bros, I expected considerably better. I would strongly advise anyone considering a custom-made tuxedo to think very carefully before placing an order. My experience has been extremely frustrating, costly and disappointing, particularly with such an important personal occasion approaching.”

Helpful Report

Posted 3 weeks ago

“I rarely leave negative reviews, but I’m extremely disappointed with my experience. I purchased a blazer from Moss Bros which developed a fault after around an hour of normal wear. I exercised my rights under the Consumer Rights Act 2015 and returned the item. After holding the item for several weeks, Moss rejected my claim, relying on comments about missing tags and perfume, despite these not affecting my statutory rights. When I challenged inconsistencies in their inspection report and asked for evidence, I received very little meaningful engagement. They have now confirmed they do not participate in an Alternative Dispute Resolution scheme. What has disappointed me most is not simply the outcome, but the way the complaint has been handled and the length of time it has taken. I expected far better customer service from a long-established retailer.”

Helpful Report

Posted 3 months ago

“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 5 months 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 5 months 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 5 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.”

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Posted 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 2 years 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 2 years 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

“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

“Awful arrogant staff in WHITELEY BRANCH. Suit was for my daughters wedding. When suit was ordered I was given different trousers and jacket to try on ‘for size’ and assured that suit would be ordered from measurements taken whilst in a very strange choice of jacket and trousers not remotely similar to suit ordered. I was assured that suit would only need tweaking once it arrived. Suit arrived and further visit to store, more measurements taken and again assured that everything would be fine and that their tailor was more than competent to make adjustments required. Sleeve lift and trousers lengthened were required. Advised that tailor has already collected items that week so wouldn’t be collected for another week!(we purposely went in on the Saturday because we were advised that tailor collected on a Sunday). We are now less than two weeks away from the wedding and collected the suit today. Trouser waistband is tight, legs look different lengths and the sleeves are puckered and still have chalk lines on them. When we pointed this out to shop assistant we were told that was how sleeves looked after alterations! During the whole process from start to finish the staff consistently told us that this was how suits were supposed to look, trousers should be worn an inch above your ankles and refused to listen to my wife’s concerns regarding length and fit of my suit. A complete and utter waste of money, my time. DONT TRUST THEM WITH SUCH AN IMPORTANT ORDER AS A SUIT FOR A WEDDING. Off to a competent tailor tomorrow in the hope that the suit may be rescued. Exactly where I should have gone on day one! Learn from my mistake. If I could have given Zero stars I would have.”

Helpful Report

Posted 3 years ago

“David the assistant Manager is part of an inherent problem at this store. The arrogance of some of the staff is obviously fed from management given my discovery today that David is the worst offender and is actually management himself. Rude, obnoxious and lacking in customer service skills. You chose a career in retail David, step up and deliver or find an alternative career.”

Helpful Report

Posted 3 years ago

“Bought this shirt online: Tailored Fit Double Cuff Sky Stretch Shirt. Absolute waste of money. Impossible to iron. More creases than a bulldogs face. Awful, awful material. Chucked all the packaging so can't return. Off to the 2nd hand shop after zero wears. Can't leave a review on Moss website. Appears only accessible for fake 5 star reviews. Fuming!”

Helpful Report

Posted 3 years ago

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