Moss Bros Reviews

Great service from
your Cambridge store the hire department in particular, we didnt get his name but he was so knowledgeable and helpful we have booked to get all our suits hired in the next couple of weeks!!

I bought a suit from them, I've only worn it once and a button has already fallen off

Wedding in 3 weeks time. As groomsmen we have just found out that the Cardiff branch have lost all of our measurements. Cue mass panic.

Order Number: 589605

Ordered a jacket online with express delivery for an important job interview.
Jacket arrived with two marks on, heavily creased and no tags. I would suggest it looks like it’s been worn!
I contacted customer service who suggest I take my ‘trousers’ on a 60 mile trip to my nearest store for mending!! Would expect so much more & will not be using again.

What terrible service. Went in to hire a suit, as not having my size, a suit was ordered to try before renting, waited 6 days, no contact, Oxford Street store never answered phone. Contacted customer service, was told order was cancelled, I never cancelled it. A complaint was made to store manager and area manager. To date no contact from any manager or resolution. I have had to more pay money out than original.Definitely worst experience and lack of customer service ever.

All appeared fine until I opened the suit bag to find Moss Bros had supplied the suit with a broken hanger with the hook gaffer taped to the hanger! Clearly this didn’t hold up and fell to pieces, leaving the suit dumped at the bottom of the bag and I was left with a creased tux for an event. Customer service were terrible and washed their hands of the situation. Awful company - avoid!!

My friend organised suits for his wedding. The ‘tailored’ fitting is not tailored: it involves trying similar garments and then roughly estimating any adjustments. The suit is made in a central depot and it was 3 weeks late. You then come in again where they inevitably have got the fittings incorrect. Staff were rude and disinterested (Oxford Street West store). I was planning on using them for my wedding: I am not now.

I hired a morning suit for a wedding taking place tomorrow, 2nd July. My suit was meant to have been delivered on Tuesday, 28th June, i.e. in plenty of time. I don't have it and won't be getting it either so basically have to attend the wedding looking like a total idiot as I'll be the only one incorrectly dressed. Moss Bros have been totally disinterested and weren't prepared to actually do anything to fix the issue. Basically I've just been abandoned and suspect trying to get a refund will be just as painful too. Awful experience.

An absolutely awful experience of using Moss Bros for hiring our wedding suits. First of all it was very expensive but thought I was paying extra than others because of their expertise (how wrong was I) when measuring you up they have NO clothes to try on, when measuring my children they were guessing the age size they needed, we wouldn’t know these would fit until a day before the wedding, I was later charged an adult price for a small 12 year old as the children sizes didn’t go big enough, this wasn’t discussed when they gave me a quote. On top of this their customer service are a joke and dealt with my complaint with templated replies. AVOID AVOID AVOID

HORRENDOUS! I WAS OFFERED BY A SALES PERSON IF WE WANTED CUFFLINKS INCLUDED (NOT OUR PROBLEM IF THE SALES PERSON MADE A MISTAKE!) MY PARTNER WAS 10 MINS LATE TO OUR CEREMONY. CUSTOMER SERVICE IS ****! AVOID. I WONT GET THAT DAY BACK.

Went to the Ealing branch to hire a suit for my son's graduation, to say the staff were uninterested was an understatement, unfriendly, unhelpful, moody. It's not that they were understaffed, the shop had a couple customers and 4 staff that I counted but all customers were kept waiting. It's probable one of the worst customer service experiences I have ever had. I hired a suit then the next morning decided to cancel on reflection. I call to cancel to be firstly told I cannot cancel, then when a persisted I was told I would be charged £45.00, I did not agree to this, so then I was told the computer has allowed me to cancel (aren’t I lucky) but I would be charged £8.00 - WHY! I would suggest avoiding this store and going elsewhere.

Went into Lakeside Moss Bros on the 25th of June 2022. I thought no one would ever beat John Lewis for customer service! This store is as good.
Young lady who served me was superb! I run my own business and can be critical, this young lady was amazingly polite, knowledgeable and couldn’t do enough.

This review is purely about the service at Moss Bros Leeds (Trinity Centre) as I am yet to receive delivery of the goods.

My visit was for a hire fitting and advice (which was free). The chap in store was friendly and helpful, I explained what the event was and he helped me to pick out a tuxedo.

The hire cost was reasonable (in my opinion). I mentioned I couldn't make it down to the store to collect the items due to work commitments, this wasn't a problem as they offered to courier them to my address.

All in all, a really good service.

Please read the following email I sent them. I took about 3 weeks from me sending this email to get them to do something (although I haven't actually received my refund yet, and they have only agreed to compensate me for the cab fare – but I have not yet received this either).

I have never seen anything this bad – awful company.

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Dear Sir / Madam,

I purchased a tuxedo from yourselves from your store in Norwich on the 16th of May.

I bought it to attend a black tie wedding that took place in London on the 22nd of May.

We arrived at our hotel, the Blakemore (just round the corner from Hyde Park) at around 4pm to get changed, having driven down from Loddon (Norfolk) that morning. The ceremony was due to start at 5pm.

After putting the trousers on, we realised, to our horror, that the seams had come undone on both sides. Pictures attached.

Obviously this rendered the outfit next to useless. So I got a cab down to Oxford Circus and managed to arrive at the Moss Bros store, just before closing time.

One member of staff was relatively helpful – the other didn’t seem that fussed by the situation – which I must say, I was taken a little aback by. If this was my company, I would have been very embarrassed. Anyway, they were able to find a pair of dark navy trousers that didn’t look too out of place. I purchased these for an additional £90.

All of this faff meant that I missed the ceremony, and was only able to join the event at around 6pm. This was the wedding for one of my wife's close friends, so as you can imagine, she wasn’t best pleased by this whole situation.

I’m in manufacturing myself, so I appreciate that things can, and do sometimes go wrong. But, I think it’s fair for me to ask for both a full refund, and some compensation.

I incurred various expenses (cabs to and from your store in London), and of course, this put a bit of a ‘downer’ on the whole trip – which obviously cost money to organise (accommodation, petrol etc).

I do not know what caused the fault, but it would appear that the stitching had not been done properly – again see attached photos.

I would like for the following to be arranged, please:

1.) Full refund on the outfit and the additional pair of trousers I had to purchase. I can provide receipts, and will send the items back to yourselves, or drop them off in store – whichever you prefer.

You will of course, cover any postage costs, should I need to mail them to you.

2.) Compensation for out of pocket expenses (mainly cabs) – I need to total these up, but think we’re looking at about £30.

3.) Compensation for the fact I missed the ceremony. Obviously, it’s impossible to assign a monetary value to this, but I think it’s fair for me to ask you to cover the cost of our hotel and travel.

Again, I would need to total it all up, but I think we’d be looking at ~ £200 – £250. I don’t think this is unreasonable, given the fact I was very close to not being able to attend the event at all, and was only able to do wearing items of clothing that don't match (not overly noticeable thankfully – but really not ideal).

Please let me know if this is agreeable to you, and what you need from me in order to progress this.

My fiancé and I are extremely unsatisfied with the unprofessional service we have received from Moss Bros. My fiancé's waistcoat has arrived to the store today and is incorrect. We made changes to the original order a couple of times and throughout the whole process there have been issues with things not being documented, the staff unable to find our order on the system or us turning up for fittings where the correct items were not in stock (we had several unnecessary hour round trips - particularly frustrating with the price of petrol these days). We were not filled with confidence to begin with... Because of this my fiancé requested to have the items delivered to store earlier than quoted (which was the week of the wedding). He was told this could only be done if he paid more money, and was assured that with the set delivery time, if anything was wrong there would be time to get replacement items sent in time for the wedding. This was a lie.

He has now been told there is no stock and they will not be able to obtain the waistcoat for the wedding day. My father's waistcoat is also missing from the order and we were told it would be delivered on Friday - the day of the wedding - until we protested... The lady from the store who spoke to my fiancé today was unempathetic, unapologetic and rudely implied it was his fault as the original order stated a different waistcoat. It did, but we then changed that in the store with a Moss bros employee who assured us the change would be made. The service has been absolutely appalling. We are thoroughly disappointed with our experience with Moss Bros, please do not use them, especially for important events like weddings as you will be let down. Moss Bros promise things they cannot deliver and it is the customer who suffers.

^ Since writing this original review earlier today, we have now found that both of the best mens' trousers are far too small, one best man received 2 shirts, and the other's jacket and shirt are badly creased, you literally couldn't make it up!