Moss Bros. Reviews 

This company have hurtled downhill. Their prices are too high, their service is non existent, their staff arrogant and indifferent. They have introduced terms and conditions that are either not explained or are concealed and are onerous to the point of illegality.

I tried to hire a suit for a formal family funeral.
I booked a fitting service. The sraff were friendly and after several attempts found a fit and size that fitted. Once ordered the delivery was day before the funeral. It was a work day so I had my suit collected. Sadly it was not the correct fit I ordered. Too late change. The trousers fitted but not the jacket. I returned to the store and explained the wrong fit was ordered. Only the trousers were suitable.. I said I didn't want pay for a service and an item that I couldn't use. They were not able to offer a refund even though it was not my mistake. I offered a partial refund but no manger was in to help so I had leave. Customer service emailed once but never followed up. Talking to the store staff I learnt that even though I booked a fitting appointment the ordering is still a gamble. Such a waste of customers time. Happy to take money and gamble on a hire but never compensate when it goes wrong. Avoid the hire service. Too big a risk if you have an import event. Still no follow up from the store manager or customer service a week later. Shocking

I went into the Moss bros store to exchange 2 groomsmen shirts that were the wrong collar size. We bought 4 shirts 2 weeks before but only took 2 that day. They were brand new and not unpinned from the packing.Exact replicas were on the shelf. I chose different collar sized ones but was refused because I couldn't provide the receipt. This is very frustrating & shocking as I didn't ask for a refund, just an exchange for a similar shirt. I will think 10 times before shopping at Moss Bros again.

Numerous failings with purchasing and hiring suits for our wedding. One complaint brushed under the carpet regarding my husband's custom suit order. A second complaint underway regarding subsequently failings of the hiring process met with constant deflections. Poor quality suits, poor quality - if any - customer service, and complete lack of detail when fitting.
An utter disgrace of a company with no regard for customer 'care'.
Do not give them your money.

Absolutely shocking service from moss!! Refused to refund me on a a £70+ shirt that evri left on a door stop, The service is abismol! To refuse a refund on a parcel that the carrier left on someone’s doorstop is shocking. I’ve told so many people about this and i will continue to post this till the kingdom comes…. You jokers!!

These people shouldn’t be in business. Ordered five outfits for a black tie event and they managed to get it wrong eight times…..

- Delivered suits to the wrong branch.
- Sent different coloured trousers - blue instead of black.
- Sent suit jacket for a child for a 6’5” bloke.
- Managed to get a shirt order wrong three times.
etc etc etc

The sooner a company arrives to provide a decent service the sooner Moss Bros will be gone. Absolutely hopeless.

I strongly object to being asked for my email and mobile number when returning unwanted ties to your Bracknell store. I see on my receipt that this is a requirement to get a refund but do not understand why. No other shop has asked for these details. I will not be using Moss Bros again. I am refraining from commenting on the person who served me - I will give them the benefit of the doubt and put it down to them having a bad day........

Hired white tie for a second time, which had not only doubled in price but also arrived with a tatty waist coat and a yellow-stained tie. When mentioning this at pick up, I was told briskly that if I want a better product I should buy it. After an unpleasant conversation, I received a second waist coat and bought a clean tie. Over the past three years, I have bought four suits in this store, but I don’t think I will shop there again.

Absolutely super service from Dev and Laura at the MacArthur Glen Mansfield store. I needed a new suit for a social occasion but didn't want to simply buy off the peg at a mass market store. I wanted professional advice from people who could not only ensure I was fitted correctly, but could advise on what would actually suit me personally. I'm now kitted out, the suit looks great and was reasonably priced. I'm way more than happy. You can often see the difference between someone who's simply grabbed a suit at a major retailer because it looks "near enough" and someone who's coordinated and really does look the part. If you want the latter with an enjoyable retail experience, these are your guys. Thank you.

I have reached out to your customer service multiple times, but unfortunately, I have not received any meaningful assistance. The responses have been repetitive and unhelpful, and my concerns remain unresolved.

Additionally, my in-store experience at your London location was equally disappointing. Staff seemed uninterested and unwilling to assist when I asked questions, which reflects poorly on the overall customer care standards.

It is extremely frustrating to make a purchase with certain expectations, only to find that the service and product fall short of what was promised. I strongly urge you to review your service procedures, as the current approach is not sustainable and leaves customers feeling ignored and misled.

The man left a TAG on my pants which was for a special wedding day.
Romford

Bad customer service. Parcel get lost asked for help. And I explain I can’t track my order anymore as it’s not updating and company who were delivering my order told me we can’t find your parcel anymore it’s lots.

Went contacts the moss bross explain situation, they send me the link where I can see when’re is my parcel. It’s seems like they don’t listen when I said I contacted them they told me parcel lost and system not updating minke. Then they told me keep waiting maybe it’s arrived!

What do you mean maybe it will arrived when I was told it’s lost. After that no replay on emails and went silence!

Make yourself a favour and avoid.

I wanted to purchase tho suits for my wedding. The first time suits came all creased and one of them damaged.

The second time one of the suits stitching came apart after less than one hour of wearing it on my wedding day.

You’re getting at best SHEIN quality for quadruple the price.

And don’t even get me started on the awful customer service you get at their store with stuff that must be receiving training on how to be dismissive and judgmental.

On Tuesday the 1st of July 2025 i visited the store in Edinburgh. I was visiting from Sheffield with my Fiancé with the rest of her family who had flown in from the USA. We are getting married in October and i needed to find a suit.( yes my entire family including my fiancé was helping me look for a suit.).

At first we were approached by a lady who said she would be with us in a moment, after 5 minutes or so a gentlemen approached us. His name was Set. He helped first to just find a jacket that he initially attempted to judge by eye. It was fairly accurate but he of course saw it wasn't perfect. Set then proceeded to measure me.

During the measuring , i proceeded to describe my scenario. And that i was just looking to try out suits but i likely wouldn't be purchasing from this store, as it's not my local one. He was not phased by this at all, and at no point was i made to feel like i was wasting his time.

He proceeded to get me all the components i would need, even when there was a manufacturing fault with one of the trousers. Either I'd lost a lot of weight or they were manufactured incorrectly, which he measured to check the dimensions, unfortunately i hadn't lost weight... But some many iterations and sizes later and we had found the one.

Set came to the resourceful conclusion that we could purchase the suit from Edinburgh and have the alterations made at the Meadowhall store. He was able to give us educated guesses on prices and time frames at the Meadowhall store, which we will not quote directly when we make our visit there. It felt like he was utterly knowledgeable in his field, with his experience, he advised us in things we didn't even know we needed to ask.
After 45 minutes of his time i left the store with a suit and a very emotional family.

It's very refreshing to find someone of Set's age (I'm presuming he's in his 20's) using their drive and passion for their field of work. His mannerisms and friendliness were very complimentary to the entire experience he provided. There should be more Set's in the world of retail and i hope wherever he finds himself employed, that he is greatly appreciated for his skills and personability.

Please make sure that Set sees this message and that he gets the recognition he deserves.

Needed advice on selection of a suit/shirt/tie for a wedding. Neil (manager) at the Guildford High Street store could not have been more helpful! Advised on various selections, took great care and time to make sure of fit and suitability, and was very patient!

Absolutely superb service and customer experience! Would highly recommend!

I contacted customer service for a stock enquiry, I was told the item was in stock at Stratford. I rang the store continuously as I didn’t want to go all the way up there as it was the last one. No answer from the store just a recorded message. I rang customer services again to be told it was now out of stock but there was one available in the Oxford Street West store. Continuously rang that store, no answer. In fact I rang three other stores to see if any store answered, not one single store answered my call. Please do not waste your time calling as they definitely do NOT answer the phone. Customer Service I’m sure are aware of this but fail to pass this information on. They obviously do not value their customers!

My experience with Moss Bros for my wedding suit hire (Order #56904103) was nothing short of a complete disaster, adding immense stress and disruption to what should have been one of the most memorable days of my life. I urge anyone considering their services, especially for a significant event like a wedding, to proceed with extreme caution.

The issues began long before the wedding day itself. Despite attending a consultation and a full groom's party sizing appointment, I was given repeatedly misleading and contradictory verbal information by Moss Bros staff regarding the collection process. I was explicitly told on two separate occasions (in February and May 2025) that suits could be collected any time during the week leading up to my wedding on May 30th, 2025. This direct advice was later revealed to be entirely incorrect.

Upon attempting to collect the suits on May 28th, I was informed that a mandatory final group fitting should have taken place days earlier – a critical detail never communicated to me by staff. Worse still, the order was riddled with errors: I had requested pinstripe trousers for all suits, which were incorrectly logged as plain grey, and three of the nine suits arrived with mismatched waistcoats. These errors, shockingly, were attributed by Moss Bros's own Cardiff store staff to the failings of a former employee known for not following procedures.

The immediate consequence was a five-hour ordeal in the Cardiff store just two days before my wedding, desperately trying to rectify Moss Bros's mistakes. This resulted in significant stress and lost earnings for two of my groomsmen who had to unnecessarily lose half a day's work.

However, the most egregious failure occurred on the wedding morning itself. Due to Moss Bros's errors and the last-minute scramble, the replacement suits had to be delivered to the church at 10:30 am, just 90 minutes before the ceremony. This forced the entire groom’s party, including the bride's father, to get dressed in a public toilet near the church. This undignified and stressful situation completely disrupted the start of my wedding day, adding immense pressure to an already high-stakes morning and causing significant upset to the bride.

When I raised an official complaint, detailing these fundamental service failures and the profound impact they had, Moss Bros's response was deeply unsatisfactory. They offered a mere 25% "gesture of goodwill," refusing to acknowledge the clear breaches of their obligations under the Consumer Rights Act 2015 (including failing to provide a service with reasonable care and skill, and providing misleading information). They attempted to shift blame back onto me for not scrutinising paperwork, despite their own staff's misleading advice and procedural failures. Their final stance was a categorical refusal to offer further compensation.

This entire experience demonstrates a severe lack of professionalism, attention to detail, and accountability. As a consumer, my legal rights were clearly disregarded, as acknowledged even within Moss Bros's own Terms and Conditions (Clause 8.2 states consumer rights are unaffected by their T&Cs). Having spent nearly £1,000, I expected a level of service far beyond this disastrous outcome. I have now been forced to escalate this matter via a formal dispute with American Express.

Save yourself the stress and potential ruin of a key event. My experience shows that Moss Bros falls well short of expected standards when things go wrong, and they are unwilling to appropriately compensate for their own glaring errors.

Appalling system failures from the outset when hiring wedding suits in the Cardiff store. The result was the suits being delivered to the church 1 hour before the ceremony and the entire grooms party having to get dressed in a public toilet! Moss Bros have refused to take any responsibility for their failings. Avoid at all costs.

I ordered a 2 piece suit on-line. It was sent from two different locations and the trousers arrived over a week after the jacket. The fit was not good so I returned them and ordered a different size, which was shown online as being in stock.
I received an email saying that both items were on their way, and I received the jacket and again waited for the trousers. They did not arrive and I contacted Moss, who told me that they were out of stock.
The quality of the suit was very good and the refund was paid back onto my card correctly. Unfortunately the service was not good. Why does the website show items as in stock if they are not? Why was I told both items were on the way, when the trousers were not? If the customer orders a suit, but the trousers are out of stock then sending a jacket is waste of time and money.