Moss Bros. Reviews 

Purchased a pair of suede loafers, wore them once to a wedding abroad and after cleaning the shoes discoloured badly. Contacted customer services who advised me the shoes would not change colour if the care instructions were followed and that the sole of my shoes looked different to the shoes I had purchased - insinuating I had provided pics of a different shoe and was lying. Have not experienced being treated in this manner when dealing with other companies customer services. IMO extremely poor service!

I wish I had read the reviews before hiring a tuxedo from them.

Even though I am usually dismissive of bad reviews, I usually think there is always one unhappy customer or unreasonable customer until you become that customer.

I was shown brand new suits during fitting and pristine tuxedos and had to place the order over a week in advance as it would get delivered to store few days before my event.

Unfortunately when I went for collection I was shocked by the state of the tuxedo they wanted to give, I refused to try it on, it was flimsy, creased, and worse than my son's school uniform quality

To be completely clear, my rejection wasn't just about transit creases. The garment supplied is completely different from the premium item advertised. The trousers have multiple visible snags, scratches, and structural fabric pulls. The jacket suffers from severe fabric puckering and bubbling around the pockets—a permanent defect caused by poor care or shrinking that cannot be remedied by pressing. Furthermore, the material is dull, worn out, and does not match the premium fabric advertised.

I spent 3.5h in store waiting for their customer service to find a solution, I asked for a credit note that I can use in the store instantly as my event is in couple of days. The assistant made it clear they have no refund policy for items not cancelled before 30 days of the collection date !!!!!!!!!? I tried showing her that under consumer rights act 2015 I am entitled to a refund as it wasn't fit for purpose and they can only offer a replacement arriving on the day of the event which is obviously unacceptable, I thought I was paying for peace of mind by visiting a store opposed to going online, unfortunately it was worst than ordering from online.

Anyway the assistant kept insisting that she is a law graduate and she knows best, and I have entered a legal contract with no refund policy 🤔😅😭

Anyway after 5 hours of walking in store for routine collection, customer service emailed to say they are willing to offer a gift card - £25, 😒😒 unfortunately I had left the store by then and was actively searching for other solutions from alternative store to salvage anything acceptable to attend my event.

Oh yeah, I paid additional insurance to relive me from having to return the hire tux dry cleaned and pressed, yet one of the assistants kept on trying to explain that I haven't paid for pressing services and they are not obligated to hand me a suit pressed. 🙁

Anyway, I'll let you be the judge of this, have a look at the suit and let me know how much would you pay for the tux they wanted me to collect.

Disappointing tuxedo hire at Moss, Westfield Stratford

I paid around £180 to hire a tuxedo for an important event. My measurements had not been entered, so the outfit did not arrive as expected. The staff tried to help, especially Rafa, and I appreciated their effort.

I left the alternative suit at the store to be pressed and collected it the next day. The same staff were there, but the manager said the smart shirt I’d been given was a retail item and took it back. The replacement hire shirt was poor quality and fitted me very badly.

When I raised my concerns, the manager told me to contact customer service. I felt dismissed and wasn’t offered a fair compromise, despite the event being only hours away. I was told around £30 would be refunded. Rafa was helpful, but the manager’s handling made a stressful situation much worse.

Extremely disappointing experience with a custom-made tuxedo from Moss Bros

I am extremely disappointed with the custom-made tuxedo I purchased from Moss Bros for my upcoming 50th birthday ceremony at the end of November.

I specifically went to the Cheshire Oaks store to have my measurements taken, as I expected a custom-made garment to fit properly and to be made to a high standard. Unfortunately, the finished jacket is completely unacceptable. The trousers are fine, but the jacket is so poorly fitting that I simply cannot wear it.

This is particularly frustrating because this was not an inexpensive off-the-rack purchase. I went through the process of having measurements taken specifically so that the finished tuxedo would be suitable for such an important occasion. I trusted Moss Bros to get it right, and they have let me down.

My 50th birthday is a very important occasion for me, and I purchased this tuxedo specifically for the event. Instead of being able to look forward to wearing it, I am now having to find another tailor and pay for another jacket to be made just weeks before my birthday.

The whole point of paying for a custom-made tuxedo and having professional measurements taken is to avoid exactly this situation. Having a pair of trousers that fits is not much consolation when the jacket — the most visible and important part of the tuxedo — is effectively unusable.

I am extremely disappointed with both the quality of the finished product and the fact that the measurements taken in store did not result in a jacket I can actually wear. For a company such as Moss Bros, I expected considerably better.

I would strongly advise anyone considering a custom-made tuxedo to think very carefully before placing an order. My experience has been extremely frustrating, costly and disappointing, particularly with such an important personal occasion approaching.

I bought a formal white slim fit double cuff shirt from a Moss store and was impressed by the quality and the fit. I subsequently received a marketing email advising of half price deals on shirts, so I ordered another 2 shirts online. When they arrived, I removed all the packaging and popped them in the wash. When I then came to iron the shirts, it was apparent they were very different to the one I had originally bought. The quality of the fabric was awful, more like thin linen and impossible to iron out the creases. It really was a very shoddy version of the original. The collar straighteners were even som then they failed to keep the collar flat. I would certainly not be able to wear the shirts to work. I complained to Moss but was told they could do nothing as the shirts had been washed and it was not outside the time period for returns. They ignored the fact that the defects were not obvious until I came to iron the shirts.

It is pretty clear that Moss entice customers to buy products in their online sale, but then send out cheap copies of the products actually sold in their shops. It's a real scam, so please avoid buying anything from them online.

Rented 4 tails suits for our wedding, 5 months before the event, the process after the initial rental was abysmal, nothing fitted correctly, we were told 4 days before the wedding that the waste coats didn’t go up to the same sizes as the tail coats….. we had to have the waistcoat buttons moved to make it work due to no other options….the trousers supplied did not match what was ordered (we had picture evidence of this) to top it all off they had to have one suit DHL’d to the venue as the Cambridge branch screwed the order up so badly… this arrived at 10:30am for a 12noon wedding…. Yes it arrived but how they got things so wrong is beyond me, theh are meant to be experts in these things… when we complained the first reaction from customer services was to say they would charge is a fee for moving the buttons, which were moved back with no evidence of it occurring, they only knew because we told them. So we escalated the issue siting contact failures and abysmal service and multiple wasted trips…. Again the customer services gave zero funks….. third complaint resulted in a £50voucher to spen at moss… great….not…. The company couldn’t care less about customer service and I couldn’t discourage people to use them enough….. the only way that large companies will that a lack of customer service will be their down fall….. never again……. Go to your local tailors/suit hire shop not this disgrace of a high street brand.

Do not go near this place to buy or hire a suit as they can’t get the hire sizes right & when buying / paying they overcharge you by not showing a breakdown, when the receipt received by email arrives it’s very obvious, revisit store immediately for them to refuse to refund….theft / deception in my eyes. Items in store seem to not match online prices, but that’s ok as you pay the higher online prices……really?

We hired 2 suits for own wedding. The gentleman that served us, Ryan, was fantastic! So articulate in his appearance with great attention to detail. He spent so much time with us ensuring we got exactly what we wanted and ensuring that the suits fitted perfectly. I'm sure Ryan is a huge asset to Moss at Rushden Lakes. Thankyou so much for your assistance.

Awful customer service. Bought suit at Cannock outlet, paid to have it altered to fit, worn once at wedding abroad, jacket split immediately at back, trousers split shortly afterwards, ruined day. Registered complaint when home , chased twice, absolutely no response just being ignored. Be warned terrible quality and terrible service.Long term customer … never ever again! You learn how good a company are when something goes wrong and Moss Bros have been awful, terrible, be warned and shop elsewhere!

Bought 3 suits at £180 each in preparation for my sons 6th form. We bought 28 waist but asked to swap them for 30 waist. All unused and still had tags with receipt.

This was declined as more than 10 days had passed. They happily sold us those same 3 replacement pairs though.

I have bought literally £2000 of clothing from this store in the last 2 years. Sadly it will be the last.

Rushden Lakes store, not ideal way to treat a returning customer.

Suit fitting session with Joe at the Bristol branch today. I cannot recommend this guy enough. Personable, great attitude and knows his stuff intimately. Went through the whole ‘custom suit’ shenanigans with consummate ease, good humour and great perception for what I was after.
Pity he didn’t have the ‘right’ material in stock (yet, it arrives tomorrow) but otherwise absolutely brilliant. Thanks Joe.
Richard

We visited Moss Bros Teesside Park today and was served by Sam. He was very informative and very polite. He gave us excellent service and advice. He made my son feel at ease as this was his first suit purchase

Visited Moss Bros in bluewater today, very professional service and we where looked after to a very high standard. The member of staff Aaron (hopefully I remembered his name correctly) was exceptional and made us feel very special as looking for a suit for our sons wedding day .

"Absolute shambles at the Moss Bros Ealing Broadway branch. I went in simply to return a jacket, only to be told by staff that I had to sit around and wait half an hour just for the manager, Chris, to deign to return to the store. Expecting customers to waste their valuable time kicking their heels for 30 minutes over a basic return is completely unacceptable, utterly unprofessional, and a joke of an operation. A brand of this size should have staff capable of handling basic transactions without needing a manager on site for every single step. Completely disgusted and disappointed with the utter lack of basic competence. Avoid this branch if you value your time."

Really disappointing customer service from Moss

We hired suits from Moss for our wedding, but unfortunately one of our groomsmen was unable to attend due to completely unforeseen circumstances.

His suit was never worn and was returned to Moss two days before the wedding, so I contacted them to ask whether they could offer a refund, or at the very least some form of partial refund or goodwill gesture.

Their response was simply that because the suit had been reserved for our dates and was therefore unavailable to hire to somebody else, they would keep the full hire fee.

I understand that Moss may have terms around cancellations and reserved stock, but I found the complete lack of flexibility or goodwill really disappointing, especially considering the suit was returned unused before the wedding had even taken place.

I went back to them explaining that I thought this was a very poor outcome and asked them to reconsider, but there seemed to be no interest in finding a reasonable compromise.

For a company dealing with something as important and expensive as wedding hire, I expected much better customer service. Sometimes circumstances genuinely are outside a customer’s control, and a little understanding goes a long way.

Sadly, based on how this was handled, I wouldn’t choose Moss again for wedding suit hire.

I ordered a shirt on the 8th of August and it is yet to be delivered. I contacted customer services which were useless, they have told me I have to wait until the 21st August (13days) for an update on an item which I paid for quick delivery. Also if you want to try and find out when an item is going to come back into stock, good luck

Horrendous customer service at the Oxford Street West, London store. I bought a suit but changed my mind on the color and went to return. I was refused outright. After much discussion, the store manager returned the trousers but showed me "inconsistencies" on the suit jacket. He mentioned that the tags are not properly attached like a new jacket would have. Their employee packed this in a suit bag at checkout and passed on a "not so new" jacket by exploiting my trust. I didn't know I'm supposed to open the whole thing again and check their work. This is cheating. I am raising a complaint and will dispute this with my credit card provider. I have never seen such unhelpful and deceitful customer service in the UK. Never again.

Went in for a last minute suit that I required, due to prom and grads everything had sold ! kind of my fault for leaving it last minute. The 2 ladies at the branch ( one had a nose piercing and the other was of far east asian ethinicity ) were both so helpful and terrific ! They helped me with sizing and even found me a suit that I eventually got tailored ! will be getting more custom off me.

Called 02037807183 to reach Moss Broadgate, Unit Lg-9, Broadgate Central, 1 Broadgate, London.EC2M 2AW. However after atleast 15 calls no one picked up and no idea about my order. Hence very kindly could you atleast call back 07436595741. As no updates on email recieved since 11 days now, this appaling is the service level.

Leeds Briggate branch.. I needed help with just about everything for my wedding suit: style, fit and colour.. I’d seen a few online that I liked but I decided to go and see some in person (recommended).. special mention to Nadine whose service was top drawer.. she gave me guidance and advice which was a massive help - a gem and a true asset to Moss.. I had some preconceptions on style put into perspective & after trying on a couple of things, made it much easier to compare and make a choice.. I’m really happy with the suit and pocket square I ended up buying - at a very affordable price too.. I will use again and recommend.. a very positive experience :)