Moss Bros. Reviews 

When I walked in at the Oxford Street West branch, the gentleman, Sidi, who served me, knew exactly what size I needed. He was quick to help me with my outfit requirements. Excellent customer service!

Customer service on first visit was.. not rude, but certainly not polite. Far below what you'd expect from a grocery store, without mentioning a "high quality" suit store. Staff were incapable of finding my booking despite that I turned up on time and gave my name and other info. (took ~10 minutes)

Second visit was arguably terrible. Two employees were talking at the counter, when I entered one left to go to another room. The other one (A lady) was on the phone (clearly to a friend/family member and not business related) and completely ignored me despite me obviously waiting at the counter and asking for help. I didn't get served until another employee came from upstairs and talked to me.

Suit is nice and fitted well. Only thing this store does right clearly.

Norwich store.

Kilt hire for 5 people. Sent to wrong address, 3 outfits were MISSING THE KILTS!!!! 2 of which were sized wrongly all leading to an awful panic pre-wedding. I won't bore you with the ins and outs of the continued TERRIBLE service. My advice is to dodge Moss Bros at all costs.

My recent visit to Moss Bros, Cambridge was for an alteration to a made to measure suit I purchased from this very outlet in 2018.

On enquiring by telephone of the possibility to provide this service, the procedure was explained in plain language. I attended an hour later where the procedure and cost was once again explained. The entire procedure was started and completed in good time with zero fuss or loss of valued time.

The altered three piece suit will be ready for collection just 6 days from remeasurement procedure.

The assistant, Megan displayed enviable degrees of confidence, manner, attitude, diligence and enthusiasm throughout.

I feel completely assured whilst looking forward to the collection day.

Wanted to commend Darren at FENCHURCH st branch Moss Bros. Made me feel comfortable, was very patient with me during & after my purchase. Showed me different suits & shirts willingly & although I didn’t buy a suit in the end I still returned to buy a shirt because of my experience with Darren.

Thanks & praise to him👍

This company have hurtled downhill. Their prices are too high, their service is non existent, their staff arrogant and indifferent. They have introduced terms and conditions that are either not explained or are concealed and are onerous to the point of illegality.

I tried to hire a suit for a formal family funeral.
I booked a fitting service. The sraff were friendly and after several attempts found a fit and size that fitted. Once ordered the delivery was day before the funeral. It was a work day so I had my suit collected. Sadly it was not the correct fit I ordered. Too late change. The trousers fitted but not the jacket. I returned to the store and explained the wrong fit was ordered. Only the trousers were suitable.. I said I didn't want pay for a service and an item that I couldn't use. They were not able to offer a refund even though it was not my mistake. I offered a partial refund but no manger was in to help so I had leave. Customer service emailed once but never followed up. Talking to the store staff I learnt that even though I booked a fitting appointment the ordering is still a gamble. Such a waste of customers time. Happy to take money and gamble on a hire but never compensate when it goes wrong. Avoid the hire service. Too big a risk if you have an import event. Still no follow up from the store manager or customer service a week later. Shocking

I went into the Moss bros store to exchange 2 groomsmen shirts that were the wrong collar size. We bought 4 shirts 2 weeks before but only took 2 that day. They were brand new and not unpinned from the packing.Exact replicas were on the shelf. I chose different collar sized ones but was refused because I couldn't provide the receipt. This is very frustrating & shocking as I didn't ask for a refund, just an exchange for a similar shirt. I will think 10 times before shopping at Moss Bros again.

Numerous failings with purchasing and hiring suits for our wedding. One complaint brushed under the carpet regarding my husband's custom suit order. A second complaint underway regarding subsequently failings of the hiring process met with constant deflections. Poor quality suits, poor quality - if any - customer service, and complete lack of detail when fitting.
An utter disgrace of a company with no regard for customer 'care'.
Do not give them your money.

Absolutely shocking service from moss!! Refused to refund me on a a £70+ shirt that evri left on a door stop, The service is abismol! To refuse a refund on a parcel that the carrier left on someone’s doorstop is shocking. I’ve told so many people about this and i will continue to post this till the kingdom comes…. You jokers!!

These people shouldn’t be in business. Ordered five outfits for a black tie event and they managed to get it wrong eight times…..

- Delivered suits to the wrong branch.
- Sent different coloured trousers - blue instead of black.
- Sent suit jacket for a child for a 6’5” bloke.
- Managed to get a shirt order wrong three times.
etc etc etc

The sooner a company arrives to provide a decent service the sooner Moss Bros will be gone. Absolutely hopeless.

I strongly object to being asked for my email and mobile number when returning unwanted ties to your Bracknell store. I see on my receipt that this is a requirement to get a refund but do not understand why. No other shop has asked for these details. I will not be using Moss Bros again. I am refraining from commenting on the person who served me - I will give them the benefit of the doubt and put it down to them having a bad day........

Hired white tie for a second time, which had not only doubled in price but also arrived with a tatty waist coat and a yellow-stained tie. When mentioning this at pick up, I was told briskly that if I want a better product I should buy it. After an unpleasant conversation, I received a second waist coat and bought a clean tie. Over the past three years, I have bought four suits in this store, but I don’t think I will shop there again.

Absolutely super service from Dev and Laura at the MacArthur Glen Mansfield store. I needed a new suit for a social occasion but didn't want to simply buy off the peg at a mass market store. I wanted professional advice from people who could not only ensure I was fitted correctly, but could advise on what would actually suit me personally. I'm now kitted out, the suit looks great and was reasonably priced. I'm way more than happy. You can often see the difference between someone who's simply grabbed a suit at a major retailer because it looks "near enough" and someone who's coordinated and really does look the part. If you want the latter with an enjoyable retail experience, these are your guys. Thank you.

I have reached out to your customer service multiple times, but unfortunately, I have not received any meaningful assistance. The responses have been repetitive and unhelpful, and my concerns remain unresolved.

Additionally, my in-store experience at your London location was equally disappointing. Staff seemed uninterested and unwilling to assist when I asked questions, which reflects poorly on the overall customer care standards.

It is extremely frustrating to make a purchase with certain expectations, only to find that the service and product fall short of what was promised. I strongly urge you to review your service procedures, as the current approach is not sustainable and leaves customers feeling ignored and misled.

The man left a TAG on my pants which was for a special wedding day.
Romford

Bad customer service. Parcel get lost asked for help. And I explain I can’t track my order anymore as it’s not updating and company who were delivering my order told me we can’t find your parcel anymore it’s lots.

Went contacts the moss bross explain situation, they send me the link where I can see when’re is my parcel. It’s seems like they don’t listen when I said I contacted them they told me parcel lost and system not updating minke. Then they told me keep waiting maybe it’s arrived!

What do you mean maybe it will arrived when I was told it’s lost. After that no replay on emails and went silence!

Make yourself a favour and avoid.

I wanted to purchase tho suits for my wedding. The first time suits came all creased and one of them damaged.

The second time one of the suits stitching came apart after less than one hour of wearing it on my wedding day.

You’re getting at best SHEIN quality for quadruple the price.

And don’t even get me started on the awful customer service you get at their store with stuff that must be receiving training on how to be dismissive and judgmental.

On Tuesday the 1st of July 2025 i visited the store in Edinburgh. I was visiting from Sheffield with my Fiancé with the rest of her family who had flown in from the USA. We are getting married in October and i needed to find a suit.( yes my entire family including my fiancé was helping me look for a suit.).

At first we were approached by a lady who said she would be with us in a moment, after 5 minutes or so a gentlemen approached us. His name was Set. He helped first to just find a jacket that he initially attempted to judge by eye. It was fairly accurate but he of course saw it wasn't perfect. Set then proceeded to measure me.

During the measuring , i proceeded to describe my scenario. And that i was just looking to try out suits but i likely wouldn't be purchasing from this store, as it's not my local one. He was not phased by this at all, and at no point was i made to feel like i was wasting his time.

He proceeded to get me all the components i would need, even when there was a manufacturing fault with one of the trousers. Either I'd lost a lot of weight or they were manufactured incorrectly, which he measured to check the dimensions, unfortunately i hadn't lost weight... But some many iterations and sizes later and we had found the one.

Set came to the resourceful conclusion that we could purchase the suit from Edinburgh and have the alterations made at the Meadowhall store. He was able to give us educated guesses on prices and time frames at the Meadowhall store, which we will not quote directly when we make our visit there. It felt like he was utterly knowledgeable in his field, with his experience, he advised us in things we didn't even know we needed to ask.
After 45 minutes of his time i left the store with a suit and a very emotional family.

It's very refreshing to find someone of Set's age (I'm presuming he's in his 20's) using their drive and passion for their field of work. His mannerisms and friendliness were very complimentary to the entire experience he provided. There should be more Set's in the world of retail and i hope wherever he finds himself employed, that he is greatly appreciated for his skills and personability.

Please make sure that Set sees this message and that he gets the recognition he deserves.