Moss Bros. Reviews 

Placed an order for 2 suits , they only had one suit on the order , the Watford store don’t answer their phone , customer service said they only have emailed contact which could take 2 days - took a chance on date of collection , 4 days before our wedding only for one of the suits trousers to be 2 sizes to small . VERY DISAPPOINTED

Purchased summer suits from the Tunbridge Wells branch. Incredibly helpful and thoughtful staff. Particularly Rowan and Aisha was also great. I went in with little idea what I was looking for and left with shirts and suits that I felt comfortable in and hadn't been oversold either. Great experience!

Went into the store not knowing what suit i even wanted for my graduation. The customer service i was given by Mustafa in stratford westfield was top tier. He went through every detail with me taking into account my preferences and came out with a very lovely navy suit for me for my graduation. Thanks Mustafa

With 8 weeks before the wedding we originally went to Slaters for 4 Groomsmen and 1 Groom 3 piece suit, which they had next to no stock. Went to Moss Bros on a whim as we were in the city centre with a plan and no options. The sales person Andrew was amazing. We told him what we wanted and he kitted out everyone perfectly, all sizes stocked and prepped ready for each try on. My partner got the experience i felt a Groom should have. Wasnt rushed (it was a Saturday too) wasnt pressured into things he didnt want. Everything was bagged and tagged gently and with care. Very professional with humour, which i think is a great quality. He told us the price all in after the Groom was in his and before the Groomsmen tried theirs on so it was all upfront. Gave us 10% off then also told us what discounts they can offer (Bluelight etc) which we had. I felt my partner had a much better experience than i did when i got my Wedding dress 😅

I am very very disappointed by moss bros Croydon and the hire service in whole. I would highly recommend you buy a suit else where and don’t bother with the hiring service at all!! Waste of time and a waste of lots of money.

We hired suits last August for our wedding, that didn’t go ahead due to a family illness. When we received one of the suits it was in an awful state, the sleeve of a jacket looked liked it had been altered with a massive bulge in the shoulder. It was so hard to try and reorganise an alternative one and get it in time for the wedding date. Also when we went to the Croydon store to collect it the doors were locked, it was gone 9:30am, pass opening hours and the guy who came and unlocked the door was very rude as if we had interrupted something. When I asked what time they opened he didn’t like that I questioned the timings of the store opening hours, which was 9am. The customer service at Croydon was not helpful and they did not have the time to be of any assistance. Also I was there with my parents in law who had travelled over from another country, so to get this service in front of them was not impressive.

What topped it off was when we returned the suits, Moss Bros had the cheek to say the suits had been worn, when the wedding didn’t even go ahead. The suits hadn’t been worn once.

I’m definitely not one to complain, but with everything that went on last year it has been very stressful for my family and for ourselves and it’s only now I’m writing this review.

On a positive side we have set another date and have just brought the suits else where that where a lot cheaper and better quality.

We needed a mans suit for our son's wedding. We had a very clear idea from the website what we wanted and phoned Plymouth Moss on the Sunday. After checking they said that they had the jacket size and colour in stock. The next day we went to the store. We arrived about 5pm and were really impressed by the whole layout of the store especially the upper suits floor. We had a great assistant Toby who really went out of his way to measure my partner's size and then find the correct sizes. He was brilliant!! We were very late in the day but we had the suit jacket, trousers and the shirt all going through the till at 17.48 and left shortly afterwards. Quality clothes and a really great price. A really great experience. We can highly recommend Moss Plymouth to anyone. Thank you!

I booked for 12 hire suits and was told by store to do it online as it was easier, it took close to 2 hours to complete and I was later told by customer service that the website is still under development and I shouldn't have been recommended to go home and do it. My issues were:

1. Suits not available during sizing for me to try my actual suit
2. When people were inputted online the automatic system got it wrong and got roles & people wrong.
3. I paid 50% upfront and at a sizing later found out that childrens suits are cheaper than adult and that id been over charged
4. Customer services made commitments to call me and failed numerous times.
5. gesture offered and then retracted once I accepted that some of my concerns had been reduced.

Im still approaching my collection date but im not confident of it going well.

Pablo helped us out at the Manchester Trafford Centre store.
He was helpful and knowledgable and able to find my son just the right look and fit he was after. We left very happy. Would 100% recommend anybody to Pablo if looking for a suit.

This is a warning to potential Moss Bros suit hire customers based on my extremely negative experience. I urge you to read the fine print very carefully, as the standard customer service you might expect does not apply to their hire agreements.

I ordered a suit hire at the Oxford Street East store on 5th May. Due to several issues (rushed appointment, no sizes available in-store to try on leaving me stressed about the fit, inconvenient collection times requiring changes due to a pre-booked holiday), I sought to cancel the order just four days later on 9th May, with the collection date still weeks away. My request for a refund was flatly refused, both in-store and by customer service.

Beware: Moss Bros will not make it clear that hire suit agreements offer effectively no right to cancel and receive a refund, even if attempted within days of ordering, let alone within the 30 days one might associate with standard retail returns. The digital receipt they issue is highly misleading, prominently stating a 28-day return policy for 'items bought', while burying the crucial hire exclusion ("For Hire and Custom Made returns, please refer to the Hire or Custom Made T&Cs") in smaller print. This lack of transparency is unacceptable.

They rigidly enforce their policy, offering no flexibility or understanding, even for a long-standing customer who has purchased multiple suits previously. I paid for insurance, which proved useless for cancellation. I have been left significantly out of pocket for a service I have not received and no longer require due to the poor initial experience.

Based on my experience, the hire service feels inflexible and the terms unclear. I cannot recommend their suit hire service. Approach with extreme caution and be absolutely certain before paying, as you will likely forfeit your money if you need to cancel for any reason.

Let’s just say severely lacking in customer service skills….
Sunday 11th May
My son and I went to Moss Bros in Rushden Lakes looking to purchase 2 x suits for my pending wedding also to understand the process of hiring another 5.
We were in the shop for around 30 mins looking at the different styles of suits and actually found one we like.
While there were staff on the shop floor, we were never approached never asked “ how can we help you”.
I appreciate when people are busy they may not have time to help you directly… but this guy…. “Speak to them they do the same as me” comment does not tick a box when it comes to customer service.
Now as a potential customer the right etiquette would have been …. “Bear with me sir let me get one of my colleagues to help you” not difficult is it !!
I looked at him and said “so your telling me to f*ckoff because your too busy” his response,
Take it however you want ….
Customer service skills severely lacking at this store and needless to say I won’t be going back…..

The staff at the cheapside store are unprofessional. Bought 2 pairs of shoes to collect at the store. I received a notification to come collect the shoes on May 2nd. I came to the store on May 5th. Impossible to physically find my order. A middle-aged man working at the store gave me reassurance he would call the next day to sort it out as it was a public holiday. Next day no calls from the store. I called myself and told I have to contact customer support to basically sort it out myself. Got in touch with customer support which was fast to respond. They me a nice email with the tracking details. Turns out the package was never delivered to the store to begin with. I then received a call from the store to notify me that my order has been delivered. I checked the tracking details and yes the item is at the store. At around 5.15pm I went to the store to collect, a lady behind the counter tells me to fetch my item downstairs. Why, I don't know. Lucky for me the package was put aside otherwise I would probably have had to search it myself amongst the 100+ packages they have at the store. I went back upstairs to get my box checked out. I told the man called Oliver dressed in a green suit white man late thirties with glasses, that I am not happy. Without much interest to hear me out, he said that I can't complain to him about my package being delayed because I bought it online. I found it quite appaling to hear that. I don't see how I am responsible for the miscommunication. I was happy to receive the tracking details so I could patiently wait end of the week or perhaps early next week to collect my order.
This comment by Oliver felt as if I made the mistake of buying my items online. Was he implying that somehow you can't trust the moss.co.uk website?
I didn't like this first experience at that particular store. My problem sits with that Oliver guy. He wasn't nice.

Wouldn't use again
Staff are friendly enough but 2 days to return your suit or £10 late fee is shocking.
Event was Friday collected suit Friday, returned bank holiday Monday but only had 2 days to return the suit.

Would go out my way to never use them again shocking and money grabbing could understand if it was 3 working days.

I’ve been a huge fan of Moss Bros for about a decade, having spent $1000s in that time buying probably 50% of my wardrobe from them. I have not had a single bad or faulty item until this week. My mum bought me a shirt from them a few week ago for my birthday. She left it in the original packaging, wrapped it, and when I opened it, there was a hole in the shirt. We reached out to custom review to ask to exchange it and apparently because we didn’t do it with 14 days there is nothing they can do despite their policy saying for damaged goods they can flex this. Not only that, their tone has been rude and not even interested in trying to be helpful to my mum and in fact blamed her for damaging the shirt.

Years of loyalty thrown down the drain because they wouldn’t exchange a faulty £60 shirt.

Disappointing.

I used Moss Bros in Chelmsford, Essex, and had a positive experience.

There was a small hiccup about sleeve lengths when i collected my dinner suit for a wedding, and i would have liked the sleeves an inch shorter, but they said that this is an XS jacket and the sleeves can go no shorter than this. I was sore about this, but they gave me no trouble on the day of the wedding.

When i returned the suit, to my horror, there was some marking to the fabric on the seat of the trousers - I had no idea how this could have happened & I cursed my poor luck for maybe having brushed up against a brick or stone wall, and so prepared to have to cover the damage..... I had the 'Peace of Mind' cover (£9.75 i think), but the small print was not encouraging and i prepared myself to be shafted.....

I took my suit in, explained to the Manager the issue, he said "don't worry, you have the Peace of Mind cover". I asked if it covered this damage, and he said "no problem, these things happen..." We shook hands and i left the shop, Peace of mind indeed!

In conclusion:
1/ If you feel that you like your sleeves shorter than they do, talk with them first.
2/ The tailored dinner suit was worth the little bit extra.
3/ The 'Peace of Mind' cover is worth having, and was not a rip-off - when accidental damage happened, they honoured it without a quibble!!

Well done Moss Bros Chelmsford, and thank you Branch Manager, Harvey, and Emily.

I bought a quality Moss Bros Dinner Suit several months ago which I was very happy with. Sadly, within two days, at a crucial first time of wearing, a button fell from the front of the jacket. I sewed it back on as best I could. Several months later the other button fell off and was lost.
I returned to the shop at Dalton Park, Murton, County Durham when Lesley and Cora were very helpful. They explained some other customers had experienced the same problem which appeared to be with the auto buttoning machine.
As I required the suit for the next day, the staff were at pains to help and, indeed, as one had been a seamstress previously, they not only sewed the button on professionally but did the same with the other front button to ensure perfection.
I would highly recommend this shop for their service, helpfulness and understanding.

Moss Bross - Stratford

We went there for my husband’s groom suite, Roger was extremely helpful and had great vision, extremely glad that we have chosen this store.

We are glad for the time and attention Roger gave, perfect decisions were made.

Although we had some issue with the waistcoat of the suite my husband chosen; we found a similar one in the store.

Overall we are extremely happy with the service received.

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I purchased the GLD LINEN SAFARI L 22 jacket on February 8, 2025, at 17:07 and was initially excited about it. However, after trying it on at home, I realized it wasn’t suitable for my lifestyle. As someone who travels across globe 20–30 times a year, I need clothing that maintains its structure, and unfortunately, this jacket creased too easily.
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On February 16th, I returned to the store and spoke with a staff member named Wiu about the return. Since I originally purchased the jacket from Mr. Callum , I specifically left the item with the expectation of finalizing the return with him when he was available. I had already been to the store three times regarding this return, so I trusted the process would be handled correctly.
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However, when I returned on February 22nd, Mr. Callum was not working, and I had to deal with Wiu again. This was a complete disaster.
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From the moment I spoke to Wiu, his rude, aggressive, and condescending attitude made it clear he had no interest in helping me. Instead of handling the return professionally, he refused to cooperate, spoke to me in an offensive manner, and dismissed my concerns entirely. His behavior was completely unacceptable and unprofessional.
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At that moment, I no longer wanted to deal with someone so hostile and unprofessional, so I decided to take my item and leave rather than continue being disrespected.
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Additionally, I never received any response from the store regarding my return—no email, no call, no explanation. This is a complete failure of customer service.
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This situation demands immediate action.
• This return request was completely ignored for seven days.
• A staff member like Wiu, who lacks basic professionalism and respect, should not be dealing with customers.
• I demand a formal response from management explaining how they will correct this issue.

Until I receive a proper resolution, I will be sharing this experience widely. Customers deserve far better treatment than what I experienced at this store.
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Excellent services in Leamington Spa. My husband found a beautiful suit for himself. Very good quality and good price as well. Highly recommended for any occasion!
Thank you, Mark.

Getting married in April 2025 and went to Moss Bros Winchester for our suits. Had a custom made suit made as well as 6 suit hires. Could not be more pleased with the custom tuxedo, all thanks to Jack who went above and beyond. Truly excellent service and expertise, highly recommend this store!

Excellent service from Raymond in the Derby store , I went in with my Son to order 8 DJ’s for wedding suits and Raymond was the ultimate professional, our appointment ran over its time which he ignored . Placed an order to buy one ( Son’s ) and to hire 7 more . Excellent service all round .