Moss Bros. 

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

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!

I had written this to their Customer Services department in an attempt to rectify the issue, but after hearing nothing back for over a week and a half I feel I need to share our experience more widely.

We have encountered numerous issues with the suit hire department in the Solihull branch, for what should have been a straight-forward service for our wedding.

During our first visit, I was given the opportunity to try on a small selection of suits that were available in store. It was extremely difficult to make choices based on limited choices both of suit styles and colours of accessories. At the time, we were assured that the cravat colour that was chosen would be available for hire. However, at the time of our order being processed in our final fitting a month later, we were informed that these colour choices were no longer being stocked and were discontinued – essentially wasting hours of our fitting time over the previous weeks! It is extremely disappointing to show off products as part of the fitting that were no longer stock.

Additionally, we were incorrectly told (at the point of hire) that the package we had been fitted for was not the standard package and so an amendment had to be made to every individual order to ensure the jacket and trousers would match in colour. The orders had to be amended one-by-one over several hours and needed manager approval. However, we only found out a few weeks before the event that this was COMPLETELY INCORRECT and a different colour trousers had been ordered for no reason. The assistant processing the order had got it completely wrong, wasting hours processing unnecessary orders and it is only because we contacted the store did someone else notice the error, on a rare occasion when the store phone was answered. This is completely contradictory to your website pledge that states ‘the store team will be there to assist and will always endeavour to resolve any issues with your order.’ Not only was it a struggle to contact your Solihull store at any time of day but your staff members were incompetent and continually blamed a ‘legacy system.’

Furthermore, the majority of our (eight) outfits had been sent to the Solihull store, despite all of my groomsmen requesting that theirs should be sent to their local store – in various locations across the UK. After receiving an email stating that all suits were in transit to Solihull (against our wishes), we then needed replacement orders to be dispatched for some, but not all recipients for the correct trousers and pick-up locations. To add to the confusion, some groomsmen received the correct trousers from the original order and others received wrong items. This was a stressful time for us all in the build up to such an important event.

Overall, this whole process has been absolutely frustrating and has added unnecessary stress to our wedding planning. Due to appalling communication in the store, I have been forced to make numerous trips during my working hours to resolve these issues. There was nothing on the order sheets that gave any indication that the trousers would not match the jacket – and I trusted that the staff would have the expertise in this area. Promising your customers that you will ‘resolve any issues with your order’ is only applicable if your Store Assistants are aware of the issues in the first place. It should not be the customers job to make your Assistants aware of their mistakes. This is unacceptable.

We feel incredibly let down as we have paid you Full-Price, almost to the amount of £1,000, for what should have been a premium service. Issues with communication and the poor-quality customer service have overshadowed our whole experience. We will be very reluctant to use Moss Bros in the future, nor would we be inclined to recommend your services to others.

We did not feel that the branch showed any sympathy towards our issues and we often felt like an inconvenience when communicating with the store with our service issues. Being told to ‘pass my issue onto Head Office’ simply is not good enough

Went to collect my father of the bride suit on Friday for wedding on Tuesday. Jacket was wrinkled and blistered all over the front, waistcoat frayed.

Store manager orders replacements to be couriered to me Monday. Monday comes and I get an email saying they'll deliver Tuesday afternoon - too late for the wedding.

I try and call the branch for hours, but one answered. I emailed - I'm still waiting for a response to that. I found a local tailor who managed to make the distinctly sub-standard suit look almost presentable.

Absolute shambles from Moss Bros; never again

Went to Cribbs Moss Bro today along with my husband today to buy him some suits as he’s starting a new job.
Since the time we entered till we left, we just feel racially we were judged! as though we couldn’t afford their stuff.
Customer service is ridiculous! The gentleman in the counter was not bothered at all!! He made us feel we do not understand what “ tailored fit” is? My husband has been wearing suits right from his early times. He buys suits from T M Lewin, Hawes& Curtis. Unfortunately, this time, they did not have the right size, hence we explored Moss Bro.
Expectation was very high but unfortunately, we were let down due to reasons mentioned above.
After we decided to purchase three suits, went to the counter to make the payment. The young lady in the counter with a very demeaning way asked us- are you buying all these three? I responded yes please. She then went and called a lady, not sure if she was a manager or a colleague.
We finally paid £787.00 for the suits, to our surprise was then asked if we would like to buy suit covers for £5.00 each or a paper bag for free. After spending that much money, they are charging me £5.00 each for the suit cover. Are you kidding me!!! This is a rip off!!! Beware guys!!
Oh just noticed my receipt, does not have a VAT breakdown!!!!

Total let down!!! Not visiting ever! Please train your staff on customer service, that will help!!!!

Had a suit made to measure by Moss Bros but the trousers an inch too long.
Took them into Basingstoke branch to get them taken up. The young man in there did not really know how to tuck up the trousers and pin them so we just guessed at having them taken up an inch. Due for a wedding (all matching suits and promised back within 2 weeks. 2 Weeks now up and no trousers. No one ever answers the phone in the store so will have to travel now to try and get them back - probably unaltered.

I experienced some of the best customer service of my life recently in Mos Bros Wimbledon Branch from Maria. I arrived on Saturday to a very busy shop and saw the staff working so hard to service everyone. I worried that my requirement which was quite tie consuming would cause a queue to form and other potential customers to simply leave. I needn’t have worried as Maria was amazing. The shop itself didn’t have my exact size, she called other nearby branches and went online to assist me in piecing together the suit that I needed. All the while she was servicing other clients, keeping on top of everyone’s requests and never making me feel rushed at all. The ability to dedicate her time and attention with such a high level of detail, whilst still servicing other customers was very impressive and I hope this branch is aware of just how much of an asset she is to the brand.

I've got my event ruined by a smelly tuxedo. I got my rented tuxedo to the gala dinner and while dressing it I that's when I noticed this very intense mold/damp smell, like as if it has been inside a show that ran a 2 hour marathon. No way I could remove that smell and it ruined my dinner and my confidence. Completely unacceptable by Moss Bros

I bought late April for a black tie event in late May. For two weeks the order was supposedly with courier but nothing. No response from Moss when I chased them - two day response rate took two weeks. Courier lost the order. Money refunded with no explanation. Really poor. Had to rent last minute elsewhere.

Bought a pocket square and tie online (for mah wedding!) and when they arrived I was pretty disappointed with the quality and fit of the tie. I'm not tall or large yet the tie was ridiculously short. No problem, the returns process was simple to go through so off the tie went!

I checked my registered post tracking and it says the tie was delivered to them on April 23rd. Today is May 12th. Still no sign of a refund and the tie was returned unworn (aside from trying it on), so no idea what the delay is.

Seeing the reviews here, I can see that I am not alone. AVOID AVOID AVOID! The site is slick, the prices look good. But there's a reason for that. Absolute garbage and insulting service. I'd have more respect if they were honest and said they didn't do returns, but it's clearly to make you feel more comfortable about taking a gamble on their products.

Please do not waste your money with this crowd! Go and spend a little more and save yourself the hassle.

I bought a lovely, much more expensive tie, from Eton Shirts. I hate spending that much but it was worth it for the day!

The suits Looked great all sizes correct and it was convenient that we could use different stores to do sizing for the same order as the wedding party was spread across the south I ordered from the Crawley branch and specifically Saheed really looked after us I was a little nervous towards the end as the suits only came in 3 days before the wedding but all was perfect in the end

Absolute shocking service from Moss Bros. Ordered hire suits back in March only to be told 2 weeks before the wedding that they are not available. Now have to source suits at short notice. Feel so sorry for their store staff having to deal with very upset customers. AVOID at all costs.

Great service from the moment we walked in. Lady was knowledgable and got my sons suit fitted quickly.

Went to the Royal exchange store this week especially to get a suit for a wedding. Got totally ignored by the three shop staff who all seemed to be on phone calls. I was dressed in jeans and got the feeling that they did not want to even acknowledge my presence. I must say that I don't like being pestered when I shop but to at least get a flicker of recognition that I existed would have been nice. Went to Hugo Boss round the corner and was approached respectfully without being pestered or ignored for that matter.

I bought a tailor me suit from Moss Bros concession at Pearsons in Enfield Town, London for my wedding, which cost me £500. The staff who measured me and dealt with me to design the suit were very attentive and helpful. Sadly though on my wedding day despite being a tailored suit the stitching on the trousers went as I bent down to pick up my wife’s dress. Though an entertaining moment for all, it was incredibly disappointing to have a suit, which I had paid so much for fall apart on me after 30mins on my special day! I went back to store to complain about what happened and get some form of compensation but was greeted by the manager who offered little support and a meagre apology. The level of customer service was abysmal!! I was told because it was a tailor me suit they could nothing to help except repair the trousers, i was simple just told to go online to complain. After spending so much money not only on my suit and also my groomsmen’s, after this level of service I will never shop or recommend Moss Bros to anyone else.
I would also like to add, reading other peoples poor experience with Moss Bros they clearly don’t care about their customers as there isn’t a single reply to apologise or resolve any issues.

Went into Moss Bros in Chelmsford. The only assistant was on his mobile phone and ignored me. Waited for some attention. Assistant appeared to finish one call and start another while continuing to ignore me. Walked out - assistant still busy on his mobile and ignoring me. Visiting this shop was a complete waste of my time.