Moss Bros Reviews

Name: Moss Bros
Address: moss.co.uk Customer Services8 St John's Hill, London
Rating: 2.24

2.2 Rating 50 Reviews

32 %

of reviewers recommend Moss Bros

Company Reviews

Questions

Metrics

2.2

Based on 50 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email

Visit Website

Phone:

0870 950 7654

Location:

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

Write Your review

Tell us how Moss Bros made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 9 months 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 10 months 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 2 years ago

“Suit wasn't delivered two days before wedding and you couldn't care less. You are useless”

Helpful Report

Posted 2 years ago

“I used the Tailor me service, I wanted a lightweight summer jacket, looked at options and made my choice. I've had suits and Blazers made for me but the price my tailor is now charging has become silly so I thought the Tailor me would be a viable option, how wrong I was. Even after sending it back a couple of times it still isn't perfect and doesn't fit like my other suits/Blazers, I suppose you get what you pay for. I've learnt my lesson.”

Helpful Report

Posted 2 years ago

“Moss Bros at the Metro Centre Gateshead WHAT A LET DOWN!! I'LL NEVER SHOP HERE AGAIN! Having read their claim to produce a tailored suit in 21 days, I spent over an hour being measured for a bespoke suit, only then to be told that it would take 5 weeks to make. As I needed it for a Graduation on the actual collection date offered, the manager phoned someone and it was agreed that it would be ready for collection a week earlier. I received 3 emails re its progress and collection. BEWARE THAT YOU CANNOT JUST COLLECT YOUR ORDER - YOU HAVE TO MAKE AN APPOINTMENT SO THAT THEY CAN HAVE THE TIME TO DEAL WITH YOU! I made an appointment to collect my suit, but on arrival, the assistant looked blank and had to be prompted to go look for it. He was missing for quarter of an hour and then came back and had the cheek to ask me if i had received an email to say that it was ready. I told him that I had received 3 and had made an appointment with his shop to collect it. he then went away again and eventually arrived with it. FROM THEREON THINGS DETERIORATED EVEN FURTHER - THE SUIT DID NOT FIT!! the trousers were too tight and the legs too long and the jacket was so tight that i could not fasten it and the sleeves were to long! I requested and received a refund. Needless to say, I did not continue with my intention of ordering a bespoke Dinner Suit and a Sports Jacket. BEWARE!”

Helpful Report

Posted 2 years ago

“Absolutely appalling service - if I could leave no stars, I would. The staff at the Rushden Lakes store failed us at every opportunity; we were measured for sizes, they ordered the wrong sizes, tried to make us walk away with items clearly too small (saying "it's supposed to look like that", until an actual tailor in the shop pulled them up on it), we re-ordered items and they entered the wrong details on the screen as we watched them! Tried to complain to their "Customer Support" department (I assume that title is their as a joke as they do anything but support their customers) but was met with the same lack of interest and incompetence. The list goes on but I don't want to waste any more energy on this useless bunch of time wasters. DO NOT SHOP HERE.”

Helpful Report

Posted 2 years ago

“Rated 1 out of 5 stars Awful, Avoid at all costs! My fiancé and I are extremely unsatisfied with the unprofessional service we have received from Moss Bros. My fiancé's waistcoat has arrived to the store today and is incorrect. We made changes to the original order a couple of times and throughout the whole process there have been issues with things not being documented, the staff unable to find our order on the system or us turning up for fittings where the correct items were not in stock (we had several unnecessary hour round trips - particularly frustrating with the price of petrol these days). We were not filled with confidence to begin with... Because of this my fiancé requested to have the items delivered to store earlier than quoted (which was the week of the wedding). He was told this could only be done if he paid more money, and was assured that with the set delivery time, if anything was wrong there would be time to get replacement items sent in time for the wedding. This was a lie. He has now been told there is no stock and they will not be able to obtain the waistcoat for the wedding day. My father's waistcoat is also missing from the order and we were told it would be delivered on Friday - the day of the wedding - until we protested... The lady from the store who spoke to my fiancé today was unempathetic, unapologetic and rudely implied it was his fault as the original order stated a different waistcoat. It did, but we then changed that in the store with a Moss bros employee who assured us the change would be made. The service has been absolutely appalling. We are thoroughly disappointed with our experience with Moss Bros, please do not use them, especially for important events like weddings as you will be let down. Moss Bros promise things they cannot deliver and it is the customer who suffers. ^ Since writing this original review earlier today, we have now found that both of the best mens' trousers are far too small, one best man received 2 shirts, and the other's jacket and shirt are badly creased, you literally couldn't make it up!”

Helpful Report

Posted 2 years ago

“Poor customer service. Left me hanging when the suit trousers they promised to source to complete my sons wedding outfit were no longer available. They failed to let me know.”

Helpful Report

Posted 3 years ago

“Disgraceful service from David - the Deputy Manager no less - at the Exeter branch who told me no one could help me with making adjustments to the £1200 of purchases I made three weeks ago because I didn’t make an appointment. When I told him I tried multiple times a day to call to make an appointment (I live 40 mins away), including first thing in the morning, he told me ‘that’s the way it is, we’re always busy. Try upstairs.’ Nice service, thanks David. When I went upstairs, the staff were slightly confused as to why their Deputy Manager had sent me there as they were the hire team. What a shambles. So basically, no one picks up the phone in order to make an appointment, and when I turn up as a result, the guy in charge says ‘I’m too busy’. Hmm. Leaves a very bad taste in my mouth given I paid over £1000 for this lot. My advice - give this place a miss. By the looks of the other reviews my experience is sadly not an isolated incident.”

Helpful Report

Posted 3 years ago

“Worse service I have ever come across.Ordered a tailor made suit 7 weeks in advance for my daughter’s wedding day and was told it would be ready with time to spare. 5 weeks later after not hearing anything from them I called and was told it would not be ready till 4 weeks after the wedding!!!!!!!!! Was told to use one of there hire suits ( what planet are they on ) . Even now still waiting for a refund and some correspondence from head office etc they cannot do that . So NO SUIT NO REFUND , great day .Great customer satisfaction NOT”

Helpful Report

Posted 3 years ago

“Super bad customer service”

Helpful Report

Posted 3 years ago

“If I could have given 0 stars honestly I would have. I bought my last 4 suits from Moss Bros and never had a issue. I purchased a suit from the Trafford centre store and the manager of the store accused me of wearing the suit and trying to return it. I literally wore it to try at home as I wasn't sure about the colour with the low lighting in the store changing rooms. Andre blatantly refused to return it and accused me of lying which I'm baffled by. I've contacted head office twice and both times they said they will stick with the stores decision without even looking at the suit! I honestly don't know what to do as I'm at a loss for words at how they can treat me like this. I won't stop with this and will take matters as far as possible. It's more about the service since the matter that I am disgusted by and cannot understand how a company as reputable is behaving this way.”

Helpful Report

Posted 3 years ago

“Horrible customer service! Wrongfully sold items. Lack of manners from staff.”

Helpful Report

Posted 3 years ago

Moss Bros is rated 2.2 based on 50 reviews