Moss Bros. Reviews 

Went into the Guildford branch today as my husband spotted a Mack he liked in the window display. Asked the assistant if he had a size medium to try on. After looking in the stock room they only had a small We discovered the manakin was wearing a medium. We asked if we could try it on for size but the manager refused and said my husband could only try on the small and if he liked the style then order it online for a home delivery. We said but couldn’t he just try it for size and style and again the manger refused stating that absolutely nothing was allowed to be taken out the window. He was very surly and totally unhelpful. The sales assistant was very apologetic,
It’s beyond belief that we encountered this kind of service when shops are struggling to stay open in the high street It would have taken a few moments to remove the coat as it was over a suit
My husband was trying on trousers and a shirt that he really liked but after our engagement with the so called manger, his rudeness was totally unnecessary we decided to take our business elsewhere Very disappointed!

My first issue is with the lack of transparency in your booking process. There is no mention on your website or in the booking confirmation that suits available to try on during a consultation may differ from the one I intend to hire. Had this been communicated clearly, I could have made an informed decision about proceeding and would have acted on the 14 day cooling off period until I could have tried on the suit.

My second issue is with the consultation itself. I booked an appointment to try on a navy morning suit. Instead, I was presented with mismatched items — black trousers, a white shirt that was not my size, a satin maroon-purple waistcoat, a navy blazer, and a tie simply held up next to the jacket. The jacket I was told I would be hiring also appeared significantly lighter in colour than the one shown on your website. This does not reflect the experience your website describes, which explicitly states that customers will "look and feel their best" and that a Tailoring Expert will "sort everything for you in-store."

I was not given the opportunity to properly try on or assess the suit I am expected to hire for my own wedding. To then be told the suit cannot be tried on until four days before the wedding is, in my view, an unacceptable standard of service for an occasion of this significance.

I was apart of a wedding party and we dealt with Pauline and Penny from your lakeside store.
The knowledge that Pauline had was amazing and how she was with my autistic/adhd son was amazing she took her with him and made him feel welcomed and at easy to try on the suit Pauline even remember us when we brought the suits back by name and even took the time to ask how the day went.
Penny was also involved with us getting suited for the big day and was very good and down to earth getting to know us and getting us ready for the day.
These 2 lady's are a credit to your lakeside store.

Would rate 0 if I could and suggest to people to never use them for wedding hire. ever.
Used them for wedding suit rental (tails) and they gave us incorrect outfits for 2 of the 7 three piece suits. Staff did nothing to help given it was their mistake and my husband had to run across London trying to sort (getting the correct colour waist coats and trying to find the correct trousers) as the shop staff just said it wasn’t their problem ‘as the rentals come from a warehouse outside of london’!!!!! Didn’t once try to resolve more than suggesting trying other stores. We ended up with incorrect sized trousers and hence all our wedding photos are shambles. The customer support team won’t even refund for the two suits even though they weren’t fit for purpose because technically we ended up with 7 three piece suits- ridiculous!
Totally regret using them and will never use them ever again.

MOSS BROS ARNDALE AVOID!
Despite booking an appointment for suit fitting, we were treated appallingly. Their appointments were running late so the mgr told us to return in half an hour but assured us that two assistants would be available. They weren’t. We ended up with a woman who couldn’t be less interested and advised that we could only try one suit on, anything more and we would need to pay a deposit! We asked to try one suit on and we never saw her again. She decided to help someone else so we walked out and went to slaters instead which was a far better (and cheaper) experience!

Ordered a jacket via click & collect to avoid delivery issues. Got an email saying it was ready, but when I arrived the store couldn’t find it. A few days later they called saying it had been found, so I went back — only to be told head office had already cancelled and refunded the order. Two trips for nothing, and honestly the jacket wasn’t even worth the hassle.

I purchased 3 full suits, over £700.

I returned 1 suit from my order in good faith, I didn't need three and kept my favourite two. I noticed only the jacket was refunded, not the trousers. I had to chase to find out why only one item was refunded. Days later I was informed that a refund would be refused because they claimed a label had been removed — something I categorically deny. No tags were removed, and the item was 100% returned in the condition it was received.

What makes the situation more frustrating is that part of the same return (the jacket from the suit) was accepted and refunded, while the trousers were rejected based on an unproven assertion.

Communication has been unhelpful and inflexible, and the decision feels arbitrary given the inconsistency in how the return was handled. As a result, I have been forced to escalate the matter and open a dispute through PayPal to recover my money.

For a large retailer, this level of customer service and dispute handling is unacceptable. I would strongly advise customers avoid this company, if you have to use, photograph everything before returning items, as you may need evidence to protect yourself.

Disappointing Experience and Not Worth the Wait.

We've been waiting over three months for Moss Bros to launch their new line of materials for custom made suits for our wedding, and unfortunately the experience has been incredibly disappointing.

We booked an appointment expecting proper guidance and attention, but it felt like we were an afterthought from the moment we arrived. The staff didn’t seem to know anything about the materials and the overall selection was surprisingly poor. After months of anticipation, the visit felt rushed, unprepared, and not at all reflective of the service you’d expect for a custom order.

Overall, it wasn’t worth the wait, and the experience left us feeling let down rather than excited.

I visited Moss Bros Clarks Village Feb 26 for a full suit fitting for interviews. The shop was tidy and clean and very well presented and I was greeted warmly. I met Katanya who seemed immediately happy to help and took my relevant measurements. She was positive and professional throughout, offering guidance and suggestions through the entire shape and colour/pattern choice process, while also being happy to listen to my thoughts and bounce ideas back that fitted my instructions. I tried a few combinations of sizes and fits and Katanya was again very helpful, always noting the positives with a good eye for possible changes which made me feel good about the suits. She even went above and beyond and made some suggestions for other trousers and shirts that would go with my suit of choice for less formal events which I greatly appreciated. Overall, I am extremely happy with the service I received at Moss Bros and would happily recommend this store and particular branch to anyone.

Returned a ill fitting suit. Received confirmation of receipt and still waiting nearly 3 weeks later for a refund. Even an update is too much for them to handle. Think twice before you hand over your money.

Ask them not to put the invoice in the package as it was a gift and got a confirmation email that they wouldn't put an invoice in with the price ...and what did they do? you guessed it they put the invoice in with the price ....Thanks a bunch Moss Bros

My son returned a 3 piece suit because it was too small. Moss Bross are saying they only received the trousers yet everything was packaged together.
In the unlikely event that the courier opened the package on route and stole the waistcoat and jacket, we are looking at fundamental inadequacies in their returns procedures and warehouse management.
It has now been a month since the items were returned and still they are investigating...and still no refund... Really not good enough for a company I once held in relatively high regard. Very poor customer service and from what I can see in many of the reviews on TP its not a unique experience either... He wont ever buy from them again and neither will I..
If you ever see a Yodel delivery driver at your doorstep looking somewhat over dressed for the role then the issue may lie elsewhere...otherwise Moss Bross please get your act together

Very poor quality. Had trousers rip after a few wears - same with a suit jacket. I contacted customer support and it was made apparent that Moss' stance is that their clothes are only meant for "single occasion wear, and are not intended for regular use". If you wear an item of clothing more than a handful of times, expect them to fall apart.

Absolutely atrocious quality from expensive suit trousers.
My fiancé bought them for a new teaching post a few months ago, hasn’t needed to even wash them yet, and they’re practically falling apart! Don’t buy any of their wood blend stuff because within a couple of weeks you could see it getting bobbly and the elastic tearing. This is not from heavy use either!
I’m annoyed I can’t write a review on their website to warn others, so Trustpilot it is I guess.

Absolute disgrace of a company. Firstly, the suits were just chucked into a bag, two of the items stunk of cologne, one trousers had a security tag attached and the other had no new tags. Now they are refusing to refund me!

Absolute scam of a company!

Avoid at all costs.

AVOID AVOID AVOID

This is the worst company I have ever dealt with for returning items and having to fight tooth and nail to get a refund!

Still owe me £50.
NEVER AGAIN!!

Ordered a £400 suit.
And you guys decide Evri is the best postal service for that item?

The guys left my suit trousers outside my door in the rain without knocking. So thanks for that.

Congrats, Moss won't be a company I use moving forward. If you are charging me £400 for a suit, and skimping on post, it truly smells of taking the micky.

My sales rep., Timothy at the Romford Moss Bros. branch really went above and beyond the normal call of duty ensure a perfect customer experience for myself.

Apparently the Wimbledon Store is not a real store but a concession so they don’t do online exchanges or refunds - over 5000 pound spending this store and no more - quality is not what it used 10 be - staff not what they used to be. Clearly a brand that was great years ago but has lost its relevance

We went to Moss for or wedding suit hire as they are such a recognised name but the service we received was severely lacking. Maybe a sign of the days but there is a real lack of professionalism or care and you are made to feel like organising your special day is disturbing their social day! I went for 3 fittings and on each one advised them that the waist coat was too large and each time they brought one off the shop floor that fitted perfectly, when I went for the final pick up the large waistcoat was the one waiting. I explained that on 3 previous fittings I’d asked for the smaller size only to be told that size is only available ‘to buy’ (at £110 and all i would have to have the large one and tie it tighter at the back! Why not explain this at the first fitting so you can change designs/suits or look elsewhere? No they leave it to 3 days before the event to break that news and offer NO assistance in resolving the issue! would not recommend nor use the service ever again!