Moss Bros. Reviews 

Hired a suit as part of a wedding party. Very slow process getting 4 of us sized up, maybe 3 hours it took. And even then couldn’t spell the grooms name correctly. This then caused problems collecting the suits as they couldn’t find the party name, helpful.

In regards to collecting the suits, 2 of us had wrong size jackets, which you’d have thought it would be have been correct in the 3 hour sizing process we had.

My jacket was to then be delivered next day by midday, was then delivered late and close to the wedding date, what if that was wrong again ??

Suit jacket clearly wasn’t cleaned properly as it had crumbs in the pockets from the previous hire.

Upon returning my hire, it felt like an interrogation as I was quizzed on where ‘the wrong jacket size was’. I mean in my mind it’s quite obvious I didn’t take the wrong size jacket and it was left at the store at the final fit 😂

My overall experience was very poor, you’d expect a lot more from a ‘high street name’, and at £130 it should be perfect from start to finish.

I will not be returning, plenty other places that will appreciate custom.

Ordered two suits from a “SUIT SPECIALIST” apparently for my mums funeral. Well I was expecting the suits to come on hangers but nope. 2 suits tightly squeezed into a small bag. When opened they were all creased and the trousers fell straight on the floor! Tried them on. Jackets fine. Trousers massively under size. When I got the tape measure out they were both 2 inches too small and didn’t fit. Went back to store and they didn’t have any to exchange with. They checked the system and said “there is only one of each size you want in stock. If there were 2 I would be able to order here, but as it’s only 1 I can’t!!!” So… the warehouse clearly can’t grab one item if it’s there on its little own. Pathetic. Complained on FB messenger - no reply! Whole lot taken back to store and refunded and I went elsewhere. Store experience was good though to be fair. The guys in whiteley shopping centre were very friendly and did try to help… it’s the head office and warehouse side that let the company down. I won’t be returning!! *** Just for the record… I went to Next online. Ordered 2 suits. They came on hangers and were bagged. Both fitted perfectly and cost less. Take a lesson moss bros***

awful customer service !!

DO NOT USE THESE AWFUL PEOPLE
talk about making a mountain out of a molehill!

We were happily looking at the waistcoats, when an assistant shouted from the other side of the shop, "They're rental only." His tone was dismissive and he offered no other help, didn't even come over to us or enquire what we were looking for. Felt like a bit of dirt on his shoe. We left the shop immediately with no further help. We are looking at wedding suits to buy, so this rude employee lost you quite a bit of business, from your Chichester shop today

Please do not order from this company. The reviews speaks for itself and the customer service team refuse any compensation for any inconvenience caused no matter how extreme.

I ordered a backpack as a gift for someone and it was delivered with a white stain on the front. After speaking with the customer service team, I re-ordered and returned the original backpack to my local store. The next backpack I received was sent with security tags on, meaning I once again have to go back to my local store!

This is extremely frustrating and the customer service team accept no blame. I asked for a reasonable solution, hoping for some type of compensation due to the inconvenience caused, but at most they offer a gift card despite me explaining I have no trust in ordering from them again.

After weeks of emails, Nicole has just confirmed they will ignore any emails going forward. Similarly, the man I spoke to on the phone has said that because Nicole has decided that, no matter what I said, they would not discuss it any further.

Please do not waste your time. There are reviews much worse than this from people being let down for weddings and proms etc, it really isn’t worth it.

Nicole and Stuart are extremely blunt and show no remorse.

Great customer service over the phone today, thanks very much for helping us out of a tight spot

Writing this review to express my extreme disappointment and frustration with Moss Bros, specifically the Cabot Circus branch in Bristol.

On 29th June, we visited the Cribs Causeway branch to select a wedding suit for my fiancé. After looking at several options in various stores, we finalised a suit in Moss Bros that was within our budget and was the perfect colour. We took a photo of the barcode because my fiancé wanted to lose some weight before purchasing it in August, closer to our wedding date.

We visited the Cabot Circus branch on 3rd August to finally get the suit we were excited about for our wedding in September. We were told it was a busy season with proms and weddings, and the tailors were in high demand, so we needed to act quickly. We gave the shop assistant the code from the photo we took in June, my fiancé even said the code out loud a couple of times, and she checked it in the system and then went to look for it in the stockroom. She brought back a 46R jacket, which we had requested, and found matching trousers and a waistcoat.

In a hurry to get the jacket to the tailor for alterations, I quickly paid without double-checking the price. When we got home, we realised we had been charged much more than expected. After looking at the receipt carefully, we discovered we had been given the wrong suit – one that was similar in type and colour but much more expensive. This is not what we asked for, and now we feel deceived.

I requested Moss Bros to check the CCTV cameras in both stores – Cribs Causeway (29th June around midday) and Cabot Circus (3rd August around 3pm) – to see exactly what I am saying. It's unbelievable that Moss Bros is unwilling to understand or investigate the issue. My fiancé is furious. When we request an item in store, we trust that we've been given what we asked for. The whole responsibility cannot be put on the customer to double-check the codes, especially when the code was given to the staff member twice and they checked it in the system too, yet still brought the wrong and more expensive suit.

I understand upselling, but this is deception. Moss Bros staff sell suits every day; are you telling me they don't have the ability to find the right suit? Between checking the one in the system that we asked for and bringing it from the stockroom, they messed up and got the wrong suit. How is this our responsibility? We provided them with the correct code for the suit we liked and wanted, hence we took the photo to avoid any mistakes. I provided them with a code for a £119 suit jacket, not a more expensive one.

From a trusted retailer like Moss Bros, we didn't expect deception or such incompetence. Now, not only will my fiancé have to wear the wrong suit on our wedding day, but we also had to pay much more for a suit we never wanted.

I am extremely unhappy, not just with the staff members on the shop floor but also with the apathy and robotic approach to this matter from Moss Bros customer service.

Will at the Manchester Arndale was extremely accommodating and delivered outstanding customer service. Our group “snooker club” of 9 gents were promptly seen too with precision and care for sizing and comfort. We all left feeling extremely well looked after happy with the service. Thanks again Will, I hope you get a bonus / commendation for this.

Well we can't thank Moss Bros (Shrewsbury) enough for there super professional help in finding us the best suit for a special wedding event next week... Erin especially was fantastic in guiding us once we knew what we were looking at ...we can't thank you enough for your patience Erin and your gentle pushes in the right direction!! Thank you 😊

I cam in quite worried that I would not be able to get a suit 3 weeks before a wedding. I went into Moss Bros Exeter to be very well looked after by Chris (I believe that was his name, he was blond and had longer hair than the others.) He just knew. I asked him about being a little bit different, but still being stylish. He picked out the best fitting suits, the best colours and a wacky combo that still worked and looked amazing. Thank you Chris. I would definitely recommend Moss Bros. Exeter and will come back for another soon!

Moss Bros (croydon, Greater London)
Awful experience - pushy shop workers. I ended up paying nearly £300 for a suit and was led to believe that I would be paying £165. The clothes are really expensive. I could have got 2 suits for that price at M & S. They tried to match the suit with a shirt, without telling me that it was £50. Ask for a hardcopy receipt - don't let them pester you by email.
Take your custom elsewhere

Cannot praise the Moss Bros Preston team enough. From start to finish, the level of care, detail and enthusiasm they showed in helping me order my wedding suit and groomsmen outfits, they turned a daunting prospect into a thoroughly enjoyable one.

Mark and Zack are an absolute credit to the company, putting to one side the amazing job Zack did in measuring up and creating an amazing suit, their customer service and people skills are second to none.

If you’re on the hunt for a suit, don’t go anywhere else, you’ll struggle to find better quality and service elsewhere.

As a loyal customer, I typically spend my company's bi-annual suit allowance of £300 at Moss Bros, but my latest visit left me unsatisfied.

On my visit, I specifically requested a very light suit suitable for my job, which involves a considerable amount of walking. I was recommended a navy blue Moss Performance tailored suit. While only the trousers were in stock, I paid for the suit and planned to collect the jacket at a later date. Due to my schedule, I was unable to collect the jacket until two weeks later.

Upon taking the suit to work on a Monday, I wore it and promptly removed it within the first 5 minutes of my shift. The suit was extremely heavy, made of a wool and polyester blend that retained heat, making it unsuitable for my needs. The trousers and jacket are double-layered and heavy, suggesting it is more appropriate for winter wear. These features were not apparent during my brief try-on in the air-conditioned store, where I did not walk around in the suit.

Although I removed the tags, I kept them with the intention of returning the suit. When I returned to the store at my earliest convenience, I was questioned about the 28-day return policy. Despite explaining that I collected the suit two weeks after purchase, effectively making it within 28 days, the store representative had to repeatedly consult her manager. Each time, she returned with different reasons for refusing the return.

After confirming I was within the 28-day period, the representative questioned why I did not notice the suit's heaviness during the try-on. I explained that the air conditioning and lack of movement in the store made it difficult to detect. Eventually, I was told that the suit could not be returned or refunded because the tags were removed, despite showing that the suit was brand new and unworn.

I have always valued the quality of Moss Bros suits and have been a loyal customer. However, this suit does not meet my needs for work purposes, and I feel it was mis-sold to me. I had hoped the staff would recognize their mistake and correct the issue, but this did not happen.

Visited the Moss Brothers Dalton Park store today, Sunday 7th July 2024, having made an appointment for "Store Expert Styling" having been looking online for a suit for a wedding in the near future.
I can't praise staff members Erin and Brandon highly enough for their overall service and friendly approach.
Erin's advice made the difference between my ordering a suit that would have been no doubt too big and not really the "look" I desired.
Her effort and attention to detail together with the cheerful banter with the pair of them made the difference and turned what can be an awkward process into a really pleasant experience.
Most importantly I walked away convinced that I had just ordered the ideal suit for the occasion which would create the smart but casual look I desired.
Not only that but the outlet price was considerably less than I had expected to pay and with free standard delivery.
Brilliant experience all round with two dedicated people who are a credit to themselves and the business as a whole.
No doubt I shall return.

I purchased several items online, totaling over £500. The delivery company delivered the items on a weekend and left them at my front door without my explicit consent. The package is now missing, and Moss refuses to take responsibility or issue a refund. Be cautious when shopping online from Moss Bros.

Awful customer service. Was told to return suit on the Saturday, so did so and was charged an extra tenner for “being a day late”. Didn’t seem to matter that they said Saturday because the contract said something else. Foolishly I assumed they would not give me false information and set me up for a penalty charge. Then they Implied I was lying and refused to refund.

Will never give them my custom again after this experience.

We went to the Cheshire oaks store today. I bought two suits thanks to Evan’s great service and patience! He helped me for at least an hour and a half to buy my two suits and they had everything I needed. Alan the manager was also very kind and welcoming. We definitely recommend this store and will definitely return.

Awful hire process from start to finish, several mistakes leading up to hire and even mistakes when the hire arrived - company actually blamed me for picking the hire up 2 days before my wedding day and said they would not offer any form of compensation despite multiple errors and a lot of my time taken up. Do not hire from Moss Bros, they do not care about you, just your money.

A special mention to Eva and Stuart in customer service who lack even basic human warmth and empathy!

I have used the Holborn Moss Bros for over ten years.
One event is an Annual black tie formal dinner.
I always hire my suit from the Holborn branch.
The staff at Holborn are fantastic.
Darren is especially particular about ensuring my suit and white formal shirt are correctly sized and spotless, offering advice on shirt styles that are available.
Notifications about when to pick up and drop off are a great help.
Getting my hire suit is a build up to the event itself, and part of the fun of the day.
Always sharp, pleasant, professional and helpful service.
Thank you to the Holborn team and Darren.
See you next year,
Paul

Incompetent is the best word. Order went missing. Multiple phone calls later order finally came, turns out the ‘free’ alterations they lied to us about aren’t free at all. We’ve wasted a month on this when we could’ve had a better experience somewhere else. Wish I could say it’s the first time but we had problems with them last time we got a suit from them. Will never use again and will make sure everyone knows how utter dishonest and incompetent they are.