Moss Bros. Reviews 

Great customer service over the phone today, thanks very much for helping us out of a tight spot

Writing this review to express my extreme disappointment and frustration with Moss Bros, specifically the Cabot Circus branch in Bristol.

On 29th June, we visited the Cribs Causeway branch to select a wedding suit for my fiancé. After looking at several options in various stores, we finalised a suit in Moss Bros that was within our budget and was the perfect colour. We took a photo of the barcode because my fiancé wanted to lose some weight before purchasing it in August, closer to our wedding date.

We visited the Cabot Circus branch on 3rd August to finally get the suit we were excited about for our wedding in September. We were told it was a busy season with proms and weddings, and the tailors were in high demand, so we needed to act quickly. We gave the shop assistant the code from the photo we took in June, my fiancé even said the code out loud a couple of times, and she checked it in the system and then went to look for it in the stockroom. She brought back a 46R jacket, which we had requested, and found matching trousers and a waistcoat.

In a hurry to get the jacket to the tailor for alterations, I quickly paid without double-checking the price. When we got home, we realised we had been charged much more than expected. After looking at the receipt carefully, we discovered we had been given the wrong suit – one that was similar in type and colour but much more expensive. This is not what we asked for, and now we feel deceived.

I requested Moss Bros to check the CCTV cameras in both stores – Cribs Causeway (29th June around midday) and Cabot Circus (3rd August around 3pm) – to see exactly what I am saying. It's unbelievable that Moss Bros is unwilling to understand or investigate the issue. My fiancé is furious. When we request an item in store, we trust that we've been given what we asked for. The whole responsibility cannot be put on the customer to double-check the codes, especially when the code was given to the staff member twice and they checked it in the system too, yet still brought the wrong and more expensive suit.

I understand upselling, but this is deception. Moss Bros staff sell suits every day; are you telling me they don't have the ability to find the right suit? Between checking the one in the system that we asked for and bringing it from the stockroom, they messed up and got the wrong suit. How is this our responsibility? We provided them with the correct code for the suit we liked and wanted, hence we took the photo to avoid any mistakes. I provided them with a code for a £119 suit jacket, not a more expensive one.

From a trusted retailer like Moss Bros, we didn't expect deception or such incompetence. Now, not only will my fiancé have to wear the wrong suit on our wedding day, but we also had to pay much more for a suit we never wanted.

I am extremely unhappy, not just with the staff members on the shop floor but also with the apathy and robotic approach to this matter from Moss Bros customer service.

Will at the Manchester Arndale was extremely accommodating and delivered outstanding customer service. Our group “snooker club” of 9 gents were promptly seen too with precision and care for sizing and comfort. We all left feeling extremely well looked after happy with the service. Thanks again Will, I hope you get a bonus / commendation for this.

Well we can't thank Moss Bros (Shrewsbury) enough for there super professional help in finding us the best suit for a special wedding event next week... Erin especially was fantastic in guiding us once we knew what we were looking at ...we can't thank you enough for your patience Erin and your gentle pushes in the right direction!! Thank you 😊

I cam in quite worried that I would not be able to get a suit 3 weeks before a wedding. I went into Moss Bros Exeter to be very well looked after by Chris (I believe that was his name, he was blond and had longer hair than the others.) He just knew. I asked him about being a little bit different, but still being stylish. He picked out the best fitting suits, the best colours and a wacky combo that still worked and looked amazing. Thank you Chris. I would definitely recommend Moss Bros. Exeter and will come back for another soon!

Moss Bros (croydon, Greater London)
Awful experience - pushy shop workers. I ended up paying nearly £300 for a suit and was led to believe that I would be paying £165. The clothes are really expensive. I could have got 2 suits for that price at M & S. They tried to match the suit with a shirt, without telling me that it was £50. Ask for a hardcopy receipt - don't let them pester you by email.
Take your custom elsewhere

Cannot praise the Moss Bros Preston team enough. From start to finish, the level of care, detail and enthusiasm they showed in helping me order my wedding suit and groomsmen outfits, they turned a daunting prospect into a thoroughly enjoyable one.

Mark and Zack are an absolute credit to the company, putting to one side the amazing job Zack did in measuring up and creating an amazing suit, their customer service and people skills are second to none.

If you’re on the hunt for a suit, don’t go anywhere else, you’ll struggle to find better quality and service elsewhere.

As a loyal customer, I typically spend my company's bi-annual suit allowance of £300 at Moss Bros, but my latest visit left me unsatisfied.

On my visit, I specifically requested a very light suit suitable for my job, which involves a considerable amount of walking. I was recommended a navy blue Moss Performance tailored suit. While only the trousers were in stock, I paid for the suit and planned to collect the jacket at a later date. Due to my schedule, I was unable to collect the jacket until two weeks later.

Upon taking the suit to work on a Monday, I wore it and promptly removed it within the first 5 minutes of my shift. The suit was extremely heavy, made of a wool and polyester blend that retained heat, making it unsuitable for my needs. The trousers and jacket are double-layered and heavy, suggesting it is more appropriate for winter wear. These features were not apparent during my brief try-on in the air-conditioned store, where I did not walk around in the suit.

Although I removed the tags, I kept them with the intention of returning the suit. When I returned to the store at my earliest convenience, I was questioned about the 28-day return policy. Despite explaining that I collected the suit two weeks after purchase, effectively making it within 28 days, the store representative had to repeatedly consult her manager. Each time, she returned with different reasons for refusing the return.

After confirming I was within the 28-day period, the representative questioned why I did not notice the suit's heaviness during the try-on. I explained that the air conditioning and lack of movement in the store made it difficult to detect. Eventually, I was told that the suit could not be returned or refunded because the tags were removed, despite showing that the suit was brand new and unworn.

I have always valued the quality of Moss Bros suits and have been a loyal customer. However, this suit does not meet my needs for work purposes, and I feel it was mis-sold to me. I had hoped the staff would recognize their mistake and correct the issue, but this did not happen.

Visited the Moss Brothers Dalton Park store today, Sunday 7th July 2024, having made an appointment for "Store Expert Styling" having been looking online for a suit for a wedding in the near future.
I can't praise staff members Erin and Brandon highly enough for their overall service and friendly approach.
Erin's advice made the difference between my ordering a suit that would have been no doubt too big and not really the "look" I desired.
Her effort and attention to detail together with the cheerful banter with the pair of them made the difference and turned what can be an awkward process into a really pleasant experience.
Most importantly I walked away convinced that I had just ordered the ideal suit for the occasion which would create the smart but casual look I desired.
Not only that but the outlet price was considerably less than I had expected to pay and with free standard delivery.
Brilliant experience all round with two dedicated people who are a credit to themselves and the business as a whole.
No doubt I shall return.

I purchased several items online, totaling over £500. The delivery company delivered the items on a weekend and left them at my front door without my explicit consent. The package is now missing, and Moss refuses to take responsibility or issue a refund. Be cautious when shopping online from Moss Bros.

Awful customer service. Was told to return suit on the Saturday, so did so and was charged an extra tenner for “being a day late”. Didn’t seem to matter that they said Saturday because the contract said something else. Foolishly I assumed they would not give me false information and set me up for a penalty charge. Then they Implied I was lying and refused to refund.

Will never give them my custom again after this experience.

We went to the Cheshire oaks store today. I bought two suits thanks to Evan’s great service and patience! He helped me for at least an hour and a half to buy my two suits and they had everything I needed. Alan the manager was also very kind and welcoming. We definitely recommend this store and will definitely return.

Awful hire process from start to finish, several mistakes leading up to hire and even mistakes when the hire arrived - company actually blamed me for picking the hire up 2 days before my wedding day and said they would not offer any form of compensation despite multiple errors and a lot of my time taken up. Do not hire from Moss Bros, they do not care about you, just your money.

A special mention to Eva and Stuart in customer service who lack even basic human warmth and empathy!

I have used the Holborn Moss Bros for over ten years.
One event is an Annual black tie formal dinner.
I always hire my suit from the Holborn branch.
The staff at Holborn are fantastic.
Darren is especially particular about ensuring my suit and white formal shirt are correctly sized and spotless, offering advice on shirt styles that are available.
Notifications about when to pick up and drop off are a great help.
Getting my hire suit is a build up to the event itself, and part of the fun of the day.
Always sharp, pleasant, professional and helpful service.
Thank you to the Holborn team and Darren.
See you next year,
Paul

Incompetent is the best word. Order went missing. Multiple phone calls later order finally came, turns out the ‘free’ alterations they lied to us about aren’t free at all. We’ve wasted a month on this when we could’ve had a better experience somewhere else. Wish I could say it’s the first time but we had problems with them last time we got a suit from them. Will never use again and will make sure everyone knows how utter dishonest and incompetent they are.

Shocking. Ordered a suit online, then I received an email telling me my order had been cancelled due to a stock error. A couple of minutes later, another email telling me it's been sent.

So called.customer services, to be told that the jacket is unavailable but they've sent the trousers?? why??

What's the point of a suit without the jacket! To add to the incompetence and insult, I have to pay to return it.

Won't order again. What a joke.

Absolutely shocking company. The week of my wedding, I was informed that all of my groomsmen suits had been delivered to the incorrect stores despite being personally told when paying for the hire suits, that they would be delivered to where the groomsmen conduct their fittings.

I tried contacting the watford branch to resolve the issue but they do not answer their phone in store. I then called customer services who said there was nothing they could do because they can't contact the Watford branch and they refused to pay for a next day courier and left me to sort it out myself. Unfortunately, I was away with work at this point so I could not go and collect the suits, and a number of the groomsmen were also away with work. After arranging someone to pick the suits up, the suits were not available for collection in time so they had to make a second journey.

When the groomsmen eventually did try on the suits, there were sizing issues (one groomsmen got given a 42 waist instead of 36), leading to yet another trip to moss bros right before the wedding.

This was not what I needed a few days prior to my wedding. Not to mention the huge amount of stress and personal expense this has caused which after contacting customer services after the event said they will not compensate for.

For a company that provides a service for weddings, this is extremely poor as the groom/groomsmen can't just 'wear something different'. I strongly advise not to use this company as you a taking a gamble to save a few pennies.

60 days notice required for a single suit hire?!
I thought 16 days was plenty early to book a measuring appointment for a hired suit for my son's prom. I went through the hire section of the website, and then the booking section and NOWHERE said they need 2 MONTHS warning to supply an off the peg suit. I wasted a precious Sunday afternoon travelling to Eastbourne to the appointment, to be told we were wasting our time. What kind of rental company needs that much warning? Imagine having to give Enterprise 2 months warning you want to hire a car, or Jewson 8 weeks notice to rent a cement mixer. Even more bizarrely, you can buy a made-to-fit suit from them in 28 days!
Hats off to the salesman who tried to turn this bad joke in to a sale though.

1. Moss accidentally put the whole hiring order into a groomsman name and now they won’t speak to the groom who paid.
2. Didn’t input any of the sizes on time.
3. Was told to secure each person and now they have no sizes for a fifth groomsman.
4. Blamed it on Royal Ascot but we wanted a tuxedo not a morning suit…
5. Will say they will call back/ email back and just never do.
6. Can’t just add orders online easily or pay.
7. Sent back into the shop three times to pay to be told I couldn’t as the sizing isn’t available but the call centre believes it is.
8. Messed about so badly you have to cancel to be told they won’t refund you.
9. Had to phone 10 times and still getting nowhere with refunds.

EDIT: we believed moss had resolved this but to our horror it now turns out the shop let us believe we had hired a tuxedo they only sell- not hire. We have found out 6 weeks before our wedding-I would have been horrified to have picked up a tuxedo 5 days before our wedding and we had never seen it before. Luckily, we went into a different shop who showed us what they had hired for us and it was entirely different and not one we liked at all. Moss bros are currently trying to now swap the tuxedo with less than 60 days to go before our wedding.

Awful. Ordered a two piece suit for my son. 4 days later the trousers arrived and I got three emails in quick succession saying ‘order dispatched’ then ‘order cancelled’ then ‘order dispatched’. Contacted customer services to be told jacket is out of stock, despite there being 2 on the website. I asked how this could be. Got a reply the next day and was told to put the jacket on my wish list in case it came back in stock. At that moment, there were 4 on the website. So I bought it again, thankfully it arrived today.

Dreadful stock management, disinterested and inaccurate customer services. Don’t believe what it says on the website about product availability