Moss Bros. Reviews 

Needed advice on selection of a suit/shirt/tie for a wedding. Neil (manager) at the Guildford High Street store could not have been more helpful! Advised on various selections, took great care and time to make sure of fit and suitability, and was very patient!

Absolutely superb service and customer experience! Would highly recommend!

I contacted customer service for a stock enquiry, I was told the item was in stock at Stratford. I rang the store continuously as I didn’t want to go all the way up there as it was the last one. No answer from the store just a recorded message. I rang customer services again to be told it was now out of stock but there was one available in the Oxford Street West store. Continuously rang that store, no answer. In fact I rang three other stores to see if any store answered, not one single store answered my call. Please do not waste your time calling as they definitely do NOT answer the phone. Customer Service I’m sure are aware of this but fail to pass this information on. They obviously do not value their customers!

My experience with Moss Bros for my wedding suit hire (Order #56904103) was nothing short of a complete disaster, adding immense stress and disruption to what should have been one of the most memorable days of my life. I urge anyone considering their services, especially for a significant event like a wedding, to proceed with extreme caution.

The issues began long before the wedding day itself. Despite attending a consultation and a full groom's party sizing appointment, I was given repeatedly misleading and contradictory verbal information by Moss Bros staff regarding the collection process. I was explicitly told on two separate occasions (in February and May 2025) that suits could be collected any time during the week leading up to my wedding on May 30th, 2025. This direct advice was later revealed to be entirely incorrect.

Upon attempting to collect the suits on May 28th, I was informed that a mandatory final group fitting should have taken place days earlier – a critical detail never communicated to me by staff. Worse still, the order was riddled with errors: I had requested pinstripe trousers for all suits, which were incorrectly logged as plain grey, and three of the nine suits arrived with mismatched waistcoats. These errors, shockingly, were attributed by Moss Bros's own Cardiff store staff to the failings of a former employee known for not following procedures.

The immediate consequence was a five-hour ordeal in the Cardiff store just two days before my wedding, desperately trying to rectify Moss Bros's mistakes. This resulted in significant stress and lost earnings for two of my groomsmen who had to unnecessarily lose half a day's work.

However, the most egregious failure occurred on the wedding morning itself. Due to Moss Bros's errors and the last-minute scramble, the replacement suits had to be delivered to the church at 10:30 am, just 90 minutes before the ceremony. This forced the entire groom’s party, including the bride's father, to get dressed in a public toilet near the church. This undignified and stressful situation completely disrupted the start of my wedding day, adding immense pressure to an already high-stakes morning and causing significant upset to the bride.

When I raised an official complaint, detailing these fundamental service failures and the profound impact they had, Moss Bros's response was deeply unsatisfactory. They offered a mere 25% "gesture of goodwill," refusing to acknowledge the clear breaches of their obligations under the Consumer Rights Act 2015 (including failing to provide a service with reasonable care and skill, and providing misleading information). They attempted to shift blame back onto me for not scrutinising paperwork, despite their own staff's misleading advice and procedural failures. Their final stance was a categorical refusal to offer further compensation.

This entire experience demonstrates a severe lack of professionalism, attention to detail, and accountability. As a consumer, my legal rights were clearly disregarded, as acknowledged even within Moss Bros's own Terms and Conditions (Clause 8.2 states consumer rights are unaffected by their T&Cs). Having spent nearly £1,000, I expected a level of service far beyond this disastrous outcome. I have now been forced to escalate this matter via a formal dispute with American Express.

Save yourself the stress and potential ruin of a key event. My experience shows that Moss Bros falls well short of expected standards when things go wrong, and they are unwilling to appropriately compensate for their own glaring errors.

Appalling system failures from the outset when hiring wedding suits in the Cardiff store. The result was the suits being delivered to the church 1 hour before the ceremony and the entire grooms party having to get dressed in a public toilet! Moss Bros have refused to take any responsibility for their failings. Avoid at all costs.

I ordered a 2 piece suit on-line. It was sent from two different locations and the trousers arrived over a week after the jacket. The fit was not good so I returned them and ordered a different size, which was shown online as being in stock.
I received an email saying that both items were on their way, and I received the jacket and again waited for the trousers. They did not arrive and I contacted Moss, who told me that they were out of stock.
The quality of the suit was very good and the refund was paid back onto my card correctly. Unfortunately the service was not good. Why does the website show items as in stock if they are not? Why was I told both items were on the way, when the trousers were not? If the customer orders a suit, but the trousers are out of stock then sending a jacket is waste of time and money.

Placed an order for 2 suits , they only had one suit on the order , the Watford store don’t answer their phone , customer service said they only have emailed contact which could take 2 days - took a chance on date of collection , 4 days before our wedding only for one of the suits trousers to be 2 sizes to small . VERY DISAPPOINTED

Purchased summer suits from the Tunbridge Wells branch. Incredibly helpful and thoughtful staff. Particularly Rowan and Aisha was also great. I went in with little idea what I was looking for and left with shirts and suits that I felt comfortable in and hadn't been oversold either. Great experience!

Went into the store not knowing what suit i even wanted for my graduation. The customer service i was given by Mustafa in stratford westfield was top tier. He went through every detail with me taking into account my preferences and came out with a very lovely navy suit for me for my graduation. Thanks Mustafa

With 8 weeks before the wedding we originally went to Slaters for 4 Groomsmen and 1 Groom 3 piece suit, which they had next to no stock. Went to Moss Bros on a whim as we were in the city centre with a plan and no options. The sales person Andrew was amazing. We told him what we wanted and he kitted out everyone perfectly, all sizes stocked and prepped ready for each try on. My partner got the experience i felt a Groom should have. Wasnt rushed (it was a Saturday too) wasnt pressured into things he didnt want. Everything was bagged and tagged gently and with care. Very professional with humour, which i think is a great quality. He told us the price all in after the Groom was in his and before the Groomsmen tried theirs on so it was all upfront. Gave us 10% off then also told us what discounts they can offer (Bluelight etc) which we had. I felt my partner had a much better experience than i did when i got my Wedding dress 😅

I am very very disappointed by moss bros Croydon and the hire service in whole. I would highly recommend you buy a suit else where and don’t bother with the hiring service at all!! Waste of time and a waste of lots of money.

We hired suits last August for our wedding, that didn’t go ahead due to a family illness. When we received one of the suits it was in an awful state, the sleeve of a jacket looked liked it had been altered with a massive bulge in the shoulder. It was so hard to try and reorganise an alternative one and get it in time for the wedding date. Also when we went to the Croydon store to collect it the doors were locked, it was gone 9:30am, pass opening hours and the guy who came and unlocked the door was very rude as if we had interrupted something. When I asked what time they opened he didn’t like that I questioned the timings of the store opening hours, which was 9am. The customer service at Croydon was not helpful and they did not have the time to be of any assistance. Also I was there with my parents in law who had travelled over from another country, so to get this service in front of them was not impressive.

What topped it off was when we returned the suits, Moss Bros had the cheek to say the suits had been worn, when the wedding didn’t even go ahead. The suits hadn’t been worn once.

I’m definitely not one to complain, but with everything that went on last year it has been very stressful for my family and for ourselves and it’s only now I’m writing this review.

On a positive side we have set another date and have just brought the suits else where that where a lot cheaper and better quality.

We needed a mans suit for our son's wedding. We had a very clear idea from the website what we wanted and phoned Plymouth Moss on the Sunday. After checking they said that they had the jacket size and colour in stock. The next day we went to the store. We arrived about 5pm and were really impressed by the whole layout of the store especially the upper suits floor. We had a great assistant Toby who really went out of his way to measure my partner's size and then find the correct sizes. He was brilliant!! We were very late in the day but we had the suit jacket, trousers and the shirt all going through the till at 17.48 and left shortly afterwards. Quality clothes and a really great price. A really great experience. We can highly recommend Moss Plymouth to anyone. Thank you!

I booked for 12 hire suits and was told by store to do it online as it was easier, it took close to 2 hours to complete and I was later told by customer service that the website is still under development and I shouldn't have been recommended to go home and do it. My issues were:

1. Suits not available during sizing for me to try my actual suit
2. When people were inputted online the automatic system got it wrong and got roles & people wrong.
3. I paid 50% upfront and at a sizing later found out that childrens suits are cheaper than adult and that id been over charged
4. Customer services made commitments to call me and failed numerous times.
5. gesture offered and then retracted once I accepted that some of my concerns had been reduced.

Im still approaching my collection date but im not confident of it going well.

Pablo helped us out at the Manchester Trafford Centre store.
He was helpful and knowledgable and able to find my son just the right look and fit he was after. We left very happy. Would 100% recommend anybody to Pablo if looking for a suit.

This is a warning to potential Moss Bros suit hire customers based on my extremely negative experience. I urge you to read the fine print very carefully, as the standard customer service you might expect does not apply to their hire agreements.

I ordered a suit hire at the Oxford Street East store on 5th May. Due to several issues (rushed appointment, no sizes available in-store to try on leaving me stressed about the fit, inconvenient collection times requiring changes due to a pre-booked holiday), I sought to cancel the order just four days later on 9th May, with the collection date still weeks away. My request for a refund was flatly refused, both in-store and by customer service.

Beware: Moss Bros will not make it clear that hire suit agreements offer effectively no right to cancel and receive a refund, even if attempted within days of ordering, let alone within the 30 days one might associate with standard retail returns. The digital receipt they issue is highly misleading, prominently stating a 28-day return policy for 'items bought', while burying the crucial hire exclusion ("For Hire and Custom Made returns, please refer to the Hire or Custom Made T&Cs") in smaller print. This lack of transparency is unacceptable.

They rigidly enforce their policy, offering no flexibility or understanding, even for a long-standing customer who has purchased multiple suits previously. I paid for insurance, which proved useless for cancellation. I have been left significantly out of pocket for a service I have not received and no longer require due to the poor initial experience.

Based on my experience, the hire service feels inflexible and the terms unclear. I cannot recommend their suit hire service. Approach with extreme caution and be absolutely certain before paying, as you will likely forfeit your money if you need to cancel for any reason.

Let’s just say severely lacking in customer service skills….
Sunday 11th May
My son and I went to Moss Bros in Rushden Lakes looking to purchase 2 x suits for my pending wedding also to understand the process of hiring another 5.
We were in the shop for around 30 mins looking at the different styles of suits and actually found one we like.
While there were staff on the shop floor, we were never approached never asked “ how can we help you”.
I appreciate when people are busy they may not have time to help you directly… but this guy…. “Speak to them they do the same as me” comment does not tick a box when it comes to customer service.
Now as a potential customer the right etiquette would have been …. “Bear with me sir let me get one of my colleagues to help you” not difficult is it !!
I looked at him and said “so your telling me to f*ckoff because your too busy” his response,
Take it however you want ….
Customer service skills severely lacking at this store and needless to say I won’t be going back…..

The staff at the cheapside store are unprofessional. Bought 2 pairs of shoes to collect at the store. I received a notification to come collect the shoes on May 2nd. I came to the store on May 5th. Impossible to physically find my order. A middle-aged man working at the store gave me reassurance he would call the next day to sort it out as it was a public holiday. Next day no calls from the store. I called myself and told I have to contact customer support to basically sort it out myself. Got in touch with customer support which was fast to respond. They me a nice email with the tracking details. Turns out the package was never delivered to the store to begin with. I then received a call from the store to notify me that my order has been delivered. I checked the tracking details and yes the item is at the store. At around 5.15pm I went to the store to collect, a lady behind the counter tells me to fetch my item downstairs. Why, I don't know. Lucky for me the package was put aside otherwise I would probably have had to search it myself amongst the 100+ packages they have at the store. I went back upstairs to get my box checked out. I told the man called Oliver dressed in a green suit white man late thirties with glasses, that I am not happy. Without much interest to hear me out, he said that I can't complain to him about my package being delayed because I bought it online. I found it quite appaling to hear that. I don't see how I am responsible for the miscommunication. I was happy to receive the tracking details so I could patiently wait end of the week or perhaps early next week to collect my order.
This comment by Oliver felt as if I made the mistake of buying my items online. Was he implying that somehow you can't trust the moss.co.uk website?
I didn't like this first experience at that particular store. My problem sits with that Oliver guy. He wasn't nice.

Wouldn't use again
Staff are friendly enough but 2 days to return your suit or £10 late fee is shocking.
Event was Friday collected suit Friday, returned bank holiday Monday but only had 2 days to return the suit.

Would go out my way to never use them again shocking and money grabbing could understand if it was 3 working days.

I’ve been a huge fan of Moss Bros for about a decade, having spent $1000s in that time buying probably 50% of my wardrobe from them. I have not had a single bad or faulty item until this week. My mum bought me a shirt from them a few week ago for my birthday. She left it in the original packaging, wrapped it, and when I opened it, there was a hole in the shirt. We reached out to custom review to ask to exchange it and apparently because we didn’t do it with 14 days there is nothing they can do despite their policy saying for damaged goods they can flex this. Not only that, their tone has been rude and not even interested in trying to be helpful to my mum and in fact blamed her for damaging the shirt.

Years of loyalty thrown down the drain because they wouldn’t exchange a faulty £60 shirt.

Disappointing.

I used Moss Bros in Chelmsford, Essex, and had a positive experience.

There was a small hiccup about sleeve lengths when i collected my dinner suit for a wedding, and i would have liked the sleeves an inch shorter, but they said that this is an XS jacket and the sleeves can go no shorter than this. I was sore about this, but they gave me no trouble on the day of the wedding.

When i returned the suit, to my horror, there was some marking to the fabric on the seat of the trousers - I had no idea how this could have happened & I cursed my poor luck for maybe having brushed up against a brick or stone wall, and so prepared to have to cover the damage..... I had the 'Peace of Mind' cover (£9.75 i think), but the small print was not encouraging and i prepared myself to be shafted.....

I took my suit in, explained to the Manager the issue, he said "don't worry, you have the Peace of Mind cover". I asked if it covered this damage, and he said "no problem, these things happen..." We shook hands and i left the shop, Peace of mind indeed!

In conclusion:
1/ If you feel that you like your sleeves shorter than they do, talk with them first.
2/ The tailored dinner suit was worth the little bit extra.
3/ The 'Peace of Mind' cover is worth having, and was not a rip-off - when accidental damage happened, they honoured it without a quibble!!

Well done Moss Bros Chelmsford, and thank you Branch Manager, Harvey, and Emily.

I bought a quality Moss Bros Dinner Suit several months ago which I was very happy with. Sadly, within two days, at a crucial first time of wearing, a button fell from the front of the jacket. I sewed it back on as best I could. Several months later the other button fell off and was lost.
I returned to the shop at Dalton Park, Murton, County Durham when Lesley and Cora were very helpful. They explained some other customers had experienced the same problem which appeared to be with the auto buttoning machine.
As I required the suit for the next day, the staff were at pains to help and, indeed, as one had been a seamstress previously, they not only sewed the button on professionally but did the same with the other front button to ensure perfection.
I would highly recommend this shop for their service, helpfulness and understanding.