Moss Bros. Reviews 

Wouldn't recommend anything about Moss Bros hire. Booked for a wedding two weeks out, tried to cancel for credit or refund two days later as I didn't need the suit anymore. No flexibility, just pointed repeatedly to Ts & Cs that refund is only available before 60 days out from the event.
Then left a tie in the suit when I returned it, came back the next morning and they said that there's no names on the suits (despite the receipts showing names), went and 'checked' all the suits they had with no sign.
Additionally, tried to call them a number of times and they never pick up at the Jermyn street branch.
Am sure there are options in this price range where people actually try to assist customers and aren't so difficult.

While the product itself is decent, my experience has been ruined by the company's aggressive marketing. They spam my inbox every other day and show a blatant disregard for GDPR laws. Worst of all, their unsubscribe link does not work. I cannot recommend a company that refuses to respect the customer!

I needed to attend a work function which required me to wear a tuxedo … I’ve used moss bros before to purchase suits but not to hire … this time I went I was only needing to hire being that it was for the one night event …. I’m familiar with central London so I thought it best to try the first moss bros I could think of so I went to the jermyn street branch …. From the moment I stepped in I was greeted with smiles and was also told by one of the staff members if I needed any help just let them know once I’ve had a look around and they would be more than happy to assist me …. But as I was not familiar with the hire side of things I straight away told the staff member yes I would like some help please … so they answered every question with great knowledge and assisted me with every item I needed to complete my tuxedo hire…. So I ordered for delivery which took about a week to arrive with my specified fittings…. Once I returned to collect my items they were so polite and welcoming once again … and it was a quick and easy transaction …. Once I attended my event I returned the items within the time period given and again I could only praise them for how they treated me ….. if I can describe all 3 times I visited the store I can say I will definitely be hiring and buying from the jermyn street branch in the future because it was an overall amazing experience with the staff members that attended to my needs …. And those members were

FEE ( store manager )
MUQY ( staff member )
ENZO ( staff member )

Thank you all.

If I could rate 0, I would.

Disgusted by Hygiene Failure & Appalled by Customer Service

Unhygienic Filth Found in Wedding Suit and Handled with Utter Contempt by Customer Service (Agent Grant)

My experience with Moss for my wedding suit hire was an absolute disaster, transitioning from initial disappointment over sizing to outright disgust and fury due to an egregious hygiene failure and a subsequent investigation defined by incompetence.

The Unacceptable Discovery

The primary issue was NOT an in-store sizing problem, as misconstrued by Customer Support Agent Grant. The critical failure was this: on the MORNING OF MY WEDDING, as I was preparing for the ceremony, I discovered a used tissue and a cigarette packet in the pockets of the hired suits.

This is not only unhygienic but utterly appalling. To provide a garment for a major life event that has clearly not been thoroughly checked or cleaned, containing waste from a previous user, is unacceptable. This discovery caused significant and unnecessary stress on what should have been a perfect morning.

Customer Service Failure: Grant

I flagged this issue. However, Customer Support Agent Grant has provided a response that is nothing short of insulting. He stated that because the items were not "flagged either on collection or return," no goodwill gesture or refund could be offered. When we tried them on in store, we did not check the pockets, why would you?

This refusal is based on a deliberate failure to acknowledge the facts:

The discovery was made hours before the wedding, not during the in-store try-on.

The discovery was witnessed by SIX people in my home.

My partner and I were previously told by a retail store member to formally report the issue, a conversation which my partner witnessed.

Grant's investigation clearly failed to grasp the timeline or the severity of the hygiene lapse. It demonstrates a profound lack of care, attention to detail, and a dismissive attitude towards a customer who was provided with unhygienic, contaminated wedding attire.

Conclusion

Moss not only failed to provide a clean, professional garment but has also failed spectacularly in customer recovery. The investigation was weak, and the outcome, a categorical denial of responsibility, is unacceptable.

I advise anyone considering Moss for an important event like a wedding to exercise extreme caution.

I can recommend going elsewhere.

I have stopped buying things from there for a while now, given the how bad quality their shirts are, but I gave them another chance because of their navy trench coat.
After three weeks I Iost one of the straps on the sleeves, because it's such a hideous quality, that it was kept unfastening. I wrote to customer service that if there's any way to replace it - I was happy to buy one - just to be shut off in a two sentence email that they're don't selling spare parts. So basically £250 down the drain because of the subpar quality of the clothes they are selling. Do yourself a favour and go somewhere else.

Can I say what an absolutely wonderful shopping experience I had with Moss Bros Crawley last week.

Staff were immensely helpful and offered some real dress advice
Specific mention must be made to Nabeel - great bloke nothing was to much trouble.

For Context: this was my first time in a suit shop. I was guided by the DM there named Ali.
He was incredible at helping me figure out what I wanted. He Went through the pros and cons of different choices, explained different money saving deals and suggested things dependant on your time constraints.

Overall he was a Star and not only put me at ease in a very nerve wracking first experience but also helped me design my own custom suit for an incredibly reasonable price.

Since my visit I have recommended moss bros to almost everyone.

Returned a shirt that didn’t fit using their returns procedure.
No refund after weeks of waiting, contacted customer service, was asked to send proof of postage which I did, after many emails they refused the refund and emailed saying my claim was fraudulent and were blocking me from purchasing again. Un-fu****-believeable!
Whatever you do please do not buy from these people.

Dealt with Gary in the Gunwharf (Portsmouth) store and he was fantastic. He went out of his way to find me a dinner jacket that I needed the following weekend. Top quality service, really felt he was invested in sorting it for me

Re 409195 John White Ivy Black Patent Dress Shoe. Terrible customer service from Nicole (customer support agent) and Sam (customer support agent). I paid over £100 for a pair of shoes. They arrived in faulty condition (this was even accepted by the garments teams) however Nicole has decided this does not warrant a refund??? Absolute joke. If you pay for anything you expect them to be in perfect condition regardless of price, let alone well over £100.
If I could give 0 stars I would.
I will leave a 1 star review every day until my refund is processed.

For my recent wedding, I hired suits for my Best Man and I from Moss Bros, with them both being delivered to different Moss Bros stores prior to my wedding to assist us with logistics.
I would like to say that the guys at Moss Bros Hire arranged everything perfectly, and kept me informed along the way.
When my Best Man and I collected our suits 4 days before the wedding, they were both immaculate, perfectly sized for each of us and were everything we hoped they would be.
The quality, and the fit of the suits was absolutely superb, and I cannot thank Moss Bros Hire enough for providing us with exactly the suits we were hoping for.
The whole experience with Moss Bros hire helped with making the day so special, and I would recommend anyone hiring a suit for any occasion to visit Moss Bros.
Thank you to Moss Bros Hire, and especially to Nicole and the management team at the Bluewater store!!! Nick

I was served at the Royal Quays branch at North Shields and the service was excellent from start to finish great quality great price great fitting and great staff I even took some chocolates as a thank you to Clover and Terry. I was surprised to see a lot of negative reviews of this company but these guys were great

Very disappointing service. Will never purchase from this website again. Returned unsuitable items that didnt fit. Most items unopened as one item didn't fit so entire suit was unsuitable. Refusing to refund they have used the excuse of not being returned on time and secondly said items are defective but they will not show pictures or any proof. Items were returned promptly after they arrived. Shop with caution at this store. You will constantly get told they are looking at it or a certain member of staff is out and continue to get responses from various different staff members who won't deal with it and advise someone is dealing with it. When in fact they are just fobbing you off hoping you will go away. They have both my money and the items I returned now, it's an atrocious service.

Absolutely appalling clothing company. I ordered two shirts and a pair of shorts in August. The quality of the clothes was so poor I returned them immediately for a refund. The returned items were delivered to Moss Bross according to Royal Mail, but a month and a half later I still haven't received a refund and their customer service has stopped replying to my emails. I've had to open a dispute with my bank to receive a refund. Very dishonest company. Avoid at all cost!!!

I’ve had a poor experience with Moss Bross Clothing after they refused to replace a blue pair of suede loafers which after a short period of time the product began to look extremely poor. After discussing with customer service team they refused to exchange. Overall, I expected a better experience from a well known brand I won’t be shopping here ever again.

When I walked in at the Oxford Street West branch, the gentleman, Sidi, who served me, knew exactly what size I needed. He was quick to help me with my outfit requirements. Excellent customer service!

Customer service on first visit was.. not rude, but certainly not polite. Far below what you'd expect from a grocery store, without mentioning a "high quality" suit store. Staff were incapable of finding my booking despite that I turned up on time and gave my name and other info. (took ~10 minutes)

Second visit was arguably terrible. Two employees were talking at the counter, when I entered one left to go to another room. The other one (A lady) was on the phone (clearly to a friend/family member and not business related) and completely ignored me despite me obviously waiting at the counter and asking for help. I didn't get served until another employee came from upstairs and talked to me.

Suit is nice and fitted well. Only thing this store does right clearly.

Norwich store.

Kilt hire for 5 people. Sent to wrong address, 3 outfits were MISSING THE KILTS!!!! 2 of which were sized wrongly all leading to an awful panic pre-wedding. I won't bore you with the ins and outs of the continued TERRIBLE service. My advice is to dodge Moss Bros at all costs.

My recent visit to Moss Bros, Cambridge was for an alteration to a made to measure suit I purchased from this very outlet in 2018.

On enquiring by telephone of the possibility to provide this service, the procedure was explained in plain language. I attended an hour later where the procedure and cost was once again explained. The entire procedure was started and completed in good time with zero fuss or loss of valued time.

The altered three piece suit will be ready for collection just 6 days from remeasurement procedure.

The assistant, Megan displayed enviable degrees of confidence, manner, attitude, diligence and enthusiasm throughout.

I feel completely assured whilst looking forward to the collection day.

Wanted to commend Darren at FENCHURCH st branch Moss Bros. Made me feel comfortable, was very patient with me during & after my purchase. Showed me different suits & shirts willingly & although I didn’t buy a suit in the end I still returned to buy a shirt because of my experience with Darren.

Thanks & praise to him👍