Moss Bros. Reviews 

Shocking. Ordered a suit online, then I received an email telling me my order had been cancelled due to a stock error. A couple of minutes later, another email telling me it's been sent.

So called.customer services, to be told that the jacket is unavailable but they've sent the trousers?? why??

What's the point of a suit without the jacket! To add to the incompetence and insult, I have to pay to return it.

Won't order again. What a joke.

Absolutely shocking company. The week of my wedding, I was informed that all of my groomsmen suits had been delivered to the incorrect stores despite being personally told when paying for the hire suits, that they would be delivered to where the groomsmen conduct their fittings.

I tried contacting the watford branch to resolve the issue but they do not answer their phone in store. I then called customer services who said there was nothing they could do because they can't contact the Watford branch and they refused to pay for a next day courier and left me to sort it out myself. Unfortunately, I was away with work at this point so I could not go and collect the suits, and a number of the groomsmen were also away with work. After arranging someone to pick the suits up, the suits were not available for collection in time so they had to make a second journey.

When the groomsmen eventually did try on the suits, there were sizing issues (one groomsmen got given a 42 waist instead of 36), leading to yet another trip to moss bros right before the wedding.

This was not what I needed a few days prior to my wedding. Not to mention the huge amount of stress and personal expense this has caused which after contacting customer services after the event said they will not compensate for.

For a company that provides a service for weddings, this is extremely poor as the groom/groomsmen can't just 'wear something different'. I strongly advise not to use this company as you a taking a gamble to save a few pennies.

60 days notice required for a single suit hire?!
I thought 16 days was plenty early to book a measuring appointment for a hired suit for my son's prom. I went through the hire section of the website, and then the booking section and NOWHERE said they need 2 MONTHS warning to supply an off the peg suit. I wasted a precious Sunday afternoon travelling to Eastbourne to the appointment, to be told we were wasting our time. What kind of rental company needs that much warning? Imagine having to give Enterprise 2 months warning you want to hire a car, or Jewson 8 weeks notice to rent a cement mixer. Even more bizarrely, you can buy a made-to-fit suit from them in 28 days!
Hats off to the salesman who tried to turn this bad joke in to a sale though.

1. Moss accidentally put the whole hiring order into a groomsman name and now they won’t speak to the groom who paid.
2. Didn’t input any of the sizes on time.
3. Was told to secure each person and now they have no sizes for a fifth groomsman.
4. Blamed it on Royal Ascot but we wanted a tuxedo not a morning suit…
5. Will say they will call back/ email back and just never do.
6. Can’t just add orders online easily or pay.
7. Sent back into the shop three times to pay to be told I couldn’t as the sizing isn’t available but the call centre believes it is.
8. Messed about so badly you have to cancel to be told they won’t refund you.
9. Had to phone 10 times and still getting nowhere with refunds.

EDIT: we believed moss had resolved this but to our horror it now turns out the shop let us believe we had hired a tuxedo they only sell- not hire. We have found out 6 weeks before our wedding-I would have been horrified to have picked up a tuxedo 5 days before our wedding and we had never seen it before. Luckily, we went into a different shop who showed us what they had hired for us and it was entirely different and not one we liked at all. Moss bros are currently trying to now swap the tuxedo with less than 60 days to go before our wedding.

Awful. Ordered a two piece suit for my son. 4 days later the trousers arrived and I got three emails in quick succession saying ‘order dispatched’ then ‘order cancelled’ then ‘order dispatched’. Contacted customer services to be told jacket is out of stock, despite there being 2 on the website. I asked how this could be. Got a reply the next day and was told to put the jacket on my wish list in case it came back in stock. At that moment, there were 4 on the website. So I bought it again, thankfully it arrived today.

Dreadful stock management, disinterested and inaccurate customer services. Don’t believe what it says on the website about product availability

I went to Rushden Lakes with my son for his prom and the man in there (Ajad) was amazing. He was so helpful, knew what size my son needed just from looking at him and didn't just try to sell us the most expensive thing in the shop. My husband recently died suddenly, and this experience was exactly what we needed as I had no idea about mens sizing, what colours tie would look best with the suit etc. He was very complimentary to my son and gave him some great pointers. I would not hesitate going back there again. Thank you so much

I can only describe the operation at the 'flagship store' of Moss Bros as useless and completely unprofessional. I arranged two appointments wanting to buy 9 wedding suits and was being served by a girl by the name of Loki or Lauki? We spent over 3 hours and were ready to pay. We had picked out all of the groomsmen suits and chosen all of my tailormade bits and pieces for her to tell me that the system couldn't process the order. She promised to call me with an update the next weekend and of course I never heard from her. I went back in the following weekend to see what was going on. She then told me she'd lost all of our information and measurements we'd taken and flat out denied she ever said she'd call me. I gave her the rest of the measurements and she kept saying how hard it would be to source any of them despite there being availability. The lack of care and professionalism is quite honestly a disgrace. It was clear she was rattled and was trying to get me out of the store. We've been trying to spend a large some of money with them for a while and they have made so hard, putting multiple obstacles in place at every turn. Please avoid this place for any high profile occasions or large order. They don't know what they're doing and won't treat you with any courtesy.

Had to book an appointment for a hire of a prom suit, upon arrival the assistant was very curt and dismissive, I had to give all my details of what I wanted it for, names address, blood group, how much it was going to cost and when I need to return it by, before even starting to try on suits! My son was fed up at this point, he then gave a 3 piece suit to try must have been a magician because he didn’t even ask what size?! Resulting in wrong size given, so sorted that then waistcoat which son liked however that was NOT the hire option, so why was he given it to try, he’d taken enough details to know what we required the suit for, he then attempted help by touching my sons shoulder and sleeve before announcing that was the correct size and not to size up! Poor lad was busting at the seams and so uncomfortable, I called a halt and husband then went to the desk to let them know we would think about it and being as they had all the details it would be easier next time BUT no because we weren’t purchasing or putting down a deposit we would all have to come again and start from scratch!! Not a hope in hell, we left really shocked at the dire service and appalling debacle of hiring, so purchased a beautiful Mark Darcy. Avoid Moss Bros at all costs

Snotty and rude sales assistant. Contacted HQ who were quick to reply, however I did not receive an apology for the poor service. Will give this company a wide birth!

Awful customer service. Sent a return promptly using their own returns service. Tracking shows return delivered 9 days ago and no email from them confirming they had received it or processed it or refunded it. No refund email from paypal. It says on their own website all refunds will be processed within 7 days of them receiving the return. Costumer service from Declan was also worse than useless. Did not care in the slightest, even when I pointed all of that out to him. Breaching their own website terms and conditions and they couldn't care less. Not a good experience.

Don't specifically state something on your website if you are not going to keep to it.

If I don't receive my refund within the legally required 14 days, I will be submitting a complaint to the consumer and competition protection Committee. Also think I might shop elsewhere in future.

This email to their "laughingingly named customer support explains it all

"Trying to get information and sending feedback is near impossible on your website, for instance why doesn't an answer that says "go to our international web site" provide a link to that web site? When trying to send feedback it requires a captcha, fine but the box is only 1cm x 2cm and not expandable.

I was going to order about £500 in goods now I won't order anything.

In disgust

PL

Excellent service from Tom in Moss Bros in Cheltenham. Great customer relations and knowledgeable regarding the stock, extremely helpful.
I wouldn’t hesitate to recommend.
Gavin

I was going to rate their service 2 stars as when Myself and best man visited, the staff who attended of the initial visit and the second visit just could not be bothered to help.
The reason for one star is that when I returned the suit I was charged £20 for being 2 days late. A late penalty charge was not mentioned also in the email advice to return a penalty was not mentioned either. This is a lovely trick to con Moss Bros customers. My best man is also returning his suit today and he will also be fined £20 so £40 in total. I would of returned the suit earlier but my new wife and I went on a 2 day break after the wedding.

Really poor service - unacceptable
I ordered a full morning suit. Branch staff very helpful, all measured correctly. Delivered 4 days before I needed it. Did not check the order (as they ask), so when I went to put it on the day of the wedding (I was an usher) found that they had delivered 2 of the 3 items unwearable - waistcoat too small, and completely the wrong jacket! I had to go in a suit, as the only usher not in morning suit. I know their terms say check 4 days before and report incorrect items, but no willingness to refund one penny of the £179.90 hire cost! Just unacceptable, and a warning to others who hire from Moss Bros. 23 August update - To be fair to Moss Bros, they have now given me a credit note for the full amount, to be used for purchases at Moss Bros within 2 years. A reasonably fair outcome

Cheshire Oaks , frustrating time trying to find items that fitted, absolutely zero interest from staff , no offers to assist , no checking of items taken into tiny fitting cubicle.
I will not be coming here again!

Massive disappointment. 12th of October booked a meeting on 29th October just to be told when I arrived if my event is on 18th of November therefore, is less than 60 days so they cannot guarantee that tuxedo will be available. I was advise by the rude lady from Leicester branch that I can try to rent it but it can be cancelled anytime without refund. She explained to me that this is stated in T&C’s. What I do not understand why when you booking appointment there is no clear information about it. Very disappointed and will avoid at all cost for the future.

Terrible experience at Milton Keynes store. Very rude blonde haired woman shouted at us as we attempted to go upstairs to look at hire suits as there were no staff up there. She made us wait like lemons whilst she slowly processed a refund of a customer in front of us. When she was free we requested to hire a morning suit and a suit for black tie for 2 different occasions. She asked if we had an appointment. We didn’t and it makes no mention of needing to make an appointment on the MossBros hire website. She then told us we needed to have a consultation which she could do today but then needed to come back for sizing and then back again for collection. This is not great as we don’t live near Milton Keynes and we thought we could do the order and sizing all at once and then get it delivered to our door - this is what the website seems to suggest. She then barked at us demanding to know when the event was and when we stated the first event was 11 days away she said she couldn’t do anything less than 14 days away. Again no mention of this on the website. We therefore turned on our heel and walked out and will never return to Moss Bros. Thankfully found Rathbones Tailors online who can do exactly what we need in the time and all online.

Went to collect my father of the bride suit on Friday for wedding on Tuesday. Jacket was wrinkled and blistered all over the front, waistcoat frayed.

Store manager orders replacements to be couriered to me Monday. Monday comes and I get an email saying they'll deliver Tuesday afternoon - too late for the wedding.

I try and call the branch for hours, but one answered. I emailed - I'm still waiting for a response to that. I found a local tailor who managed to make the distinctly sub-standard suit look almost presentable.

Absolute shambles from Moss Bros; never again

Went to the Ashford branch in January to arrange suit hire for my wedding this week.

My Father is having to pick his up from the Lincoln branch. He decided to call them yesterday to check it would be ready in time for his journey down to Kent on Friday. It's just as well he did as they had it ordered for next week.

This made me attempt to telephone Ashford about the other 8 suits. Not for the first time, there is nobody free to answer the phone at the Ashford branch, having closed both Canterbury and Maidstone and routed everything though there,

So we had to drive all the way over and got there at 8pm.

When we mentioned this to the assistant Oliver, he thought it appropriate to tell us 'they are busy dealing with important clients in the shop'. Obviously, my £1500 is not regarded as 'important'. Oliver then persisted to argue about customer service with me.

I asked why we had not been contacted for the final fitting that Christopher assured us they would do and they could not answer this.

The other associate assured us that despite the bank holiday they can still obtain items form their warehouse if there were any fitting issues.

They ordered another shirt for me as it appeared they had ordered one far too big with a 21" collar - whilst I have lost weight since January I was never that size.

We got a call from a female associate today to say everything was in. One of my best men picked all 8 suits u on his way home and paid the balance.

Where to start. My son's trousers are several inches too short. His jacket does not do up. My jacket does not do up.

I phone up and miraculously, perhaps as it was a bit later, someone answered, I asked why the smaller shirt was not there and was told this was a separate order. I asked if they felt it was good customer service to have not told us this before collecting the other items, now another trip was necessary. This was argued as well. On top, they cannot get anything from the warehouse now until next week, despite assured yesterday that they could.

I only wish I had read the other review on here before booking with this company.

So I am a groom without a wedding say suit, my son looks like someone out of Madness, one of the best men cannot do his jacked up, the rest are yet to try theirs on.

I will be taking legal action against this awful company.

All we wanted were suits that fit for our wedding,

Thanks Moss Bros for managing to ruin that.

See you in court.

I IMPLORE EVERYONE TO AVOID MOSS BROS

I've got my event ruined by a smelly tuxedo. I got my rented tuxedo to the gala dinner and while dressing it I that's when I noticed this very intense mold/damp smell, like as if it has been inside a show that ran a 2 hour marathon. No way I could remove that smell and it ruined my dinner and my confidence. Completely unacceptable by Moss Bros