Moss Bros. 

I placed two orders before Christmas. Despite all the items showing as in stock at the time of ordering AND afterwards, the first order was partially shipped.

Not good for a SUIT!

For that partially shipped order, I received 2 eMails with contradictory information in them! Apparently the whole order was cancelled ... but the item was delivered to store.

Involving Moss Bros' so-called Customer Services resulted in even more confusion as the CSA didn't bother to actually read my eMail and simply cut'n'pasted a vanilla response which in no way addressed the matter or clarified anything.

Ultimately, by way of an apology for their incompetence, I received a voucher ... valid for ~3 weeks during a lockdown! Needless to say, I did not spend it. Why would I?

The second order (2 pairs of trousers) eventually shipped but they were far too small. I visited the shop to collect these as I was simply going to have them refunded in-store if they did not fit ... but Moss Bros systems were 'down' (according to the Telford staff) when I visited, so had to take them away and go to the Post Office instead.

Unfortunately, >2 months later and there's STILL no refund, despite having received an eMail confirming the returns shipment (via Royal Mail) had been received.

Attempting to actually SPEAK to someone at Moss Bros is impossible. eMail this. eMail that. eMail the other. This company have absolutely no concept of that misnomer Customer Service and the stores cannot (or will not) assist with an online order.

My considered advice: don't bother - there are far better formalwear companies than this - especially the independents - regardless of what particular offer or enticement Moss Bros have on at the time ... and there are always offers on because no one wants to shop here after their first visit!

Avoid. Seriously, AVOID.

I had ordered a trousers online. Since I found out it is too large, I want to alter or refund. However, they refused because I carry it with my bag so it is a bit wrinkled. After I asked for the name of the staff, he refused to tell me about his name and push me out.

I went to moss bros about 12 days ago to buy a suit . The suit i wanted was not in stock but was at other stores , the assistant said he would contact the other stores to get them sent to the uxbridge branch which was very helpfull and be in touch to let me know. I was in uxbridge and popped into the shop and without looking at the slip i was given , was bluntly told there was no suit and nothing they could do ! How they knew there was nothing they could do with out looking at the paperwork was a joke , the shop was empty and if moss bros are happy not to sell suits , i dont know what there , there for ? If they couldnt be bothered to help , why waste my time , and why not just tell me when i went in 12days before ?

I needed to hire black tie. Moss Bros Kingston didn’t pick up their phone. I went to the store and the service was dithery / uninterested. I also dialled the phone when I was there - it rang in the background and they ignored it. Poor selection too.

Went into reading store (oracle) to purchase 3 suits for my wedding. Order palced on 05/02/2022 and was advised they should have the missing items within a week or two. Fast forward to today, 8th March and I'm still yet to hear as to whether they have all the correctly ordered items in stock. I call and they either don't answer the phone or promise call backs which never happen. If any management of Moss Bros see this, please look into this further. My wedding is less than 3 weeks away now, we still need alterations to the suits and posting to us. Had I known this was the service I would have received, I would have completely avoided!!

Don’t get me wrong, I’ve been to Moss lots of times and their staff are very helpful and accommodating no issues there.

However it would be great if the store stocked more clothes in a wider variety of sizes. My size is always sold out or not available.

The reason why I’m giving a one star is because I bought three pairs of trousers online, tried them on and two didn’t fit. So I sent them back via Royal Mail tracked using moss’s own label. 3 weeks later I hear nothing. It turns out they don’t have the parcel.

I’ve sent numerous emails with my tracking number and order number and responses are few and far.

I’m still waiting for my refund!

My order was cancelled. 'We're sorry to advise that we are unable to dispatch your order due to a stock error in our warehouse.'

Can't begin to explain how frustrated I am. Why show stock as being available when it isn't? I don't understand how these businesses operate, no central system of stock control.

They have refunded me immediately which was hassle free but that's besides the point. It's about the principle.

Incorrect Jacket sent - no customer service number you can get through to anyone on - just cuts the call off.

Emailed and they respond saying log into your account and claim for an exchange- I have no online account - they close the ticket immediately after sending that email despite the issue not being resolved. I'd heard their service was poor and I should have listened. Shame as the rest of the suit (Hugo Boss) was lovely -

Abysmal service. Avoid at all costs. Stick with retailers who care for their customers and provide means of contacting them.
Paid for next day delivery. One part of my delivery turned up. The rest just disappeared. Tried to phone Moss Bros but they haven't got a telephone number that actually gets answered. The courier company referred me back to Moss Bros who ignored every email I sent them.
Only after posting on their Twitter account did I get a response. Even then it was trying to act as if they were trying to resolve the issue but in reality they weren't doing a thing.
After a week or so of nothing from them, they cancelled the sale and refunded me the money with no explanation as to why.

This is a company with year of experience providing suits. They are also completely unable to use there years of experience to provide even a basic level of customer service. I have been waiting on a suit for over 2 months. About 3 weeks ago they cancelled my order without any notification. I had to find this out for myself. They also decided to keep my money and attempting to make contact with them is a complete waste of time. I have been fobbed off twice with generic answers and am unable to reply back because they will close the case. I would strongly urge anyone thinking of spending money with them to spend it elsewhere.

If I could have given 0 stars honestly I would have. I bought my last 4 suits from Moss Bros and never had a issue. I purchased a suit from the Trafford centre store and the manager of the store accused me of wearing the suit and trying to return it. I literally wore it to try at home as I wasn't sure about the colour with the low lighting in the store changing rooms. Andre blatantly refused to return it and accused me of lying which I'm baffled by. I've contacted head office twice and both times they said they will stick with the stores decision without even looking at the suit! I honestly don't know what to do as I'm at a loss for words at how they can treat me like this. I won't stop with this and will take matters as far as possible. It's more about the service since the matter that I am disgusted by and cannot understand how a company as reputable is behaving this way.

Second chance to rectify a delivery issue from Hermes . Ordered a new suite from moss and the send it out using Hermes again and they throw a £200 suite over a wrong wall in which the people are away till after Christmas. And in true Moss style no one what to know about it saying wait till the people come back . New suite left out in the rain for the next 2 weeks do you think it’s worth waiting for . Shambles of a company.

If possible I would give minus o review for this company or wouldn’t waste my time, I went to shop today at Trafford centre branch( the tall, white lady with blonde short hair) was extremely useless she didn’t even put much efforts to help us instead she too busy to do her own things. We chose one suit the size was big then I called her to help us, we asked her for skin fit 42 size suit, she brought us one with broken faulty button, I noticed straight away, first she said I will go have a look if we got another one, then she came over and said it wasn’t broken we have fixed it, I said no it’s not fixed it’s meant to be cross, and it’s still broken, I said how much discount would you give us if we still want the same one? She said we don’t offer any discounts, she said I will sew for you,, I said what about home delivery? She went inside after few minutes she said we don’t have another one, I said why would we pay full price for the faulty suit? I said very poor services, she said I have tried , she was very rude. She already made her mind that she did not want to bring another suit she wanted to sell us the faulty suit without giving any discount. I was really disappointed. We wanted the full suit and my son was excited, but that women was arrogant and ruined my sons mood, very unhelpful, rude, bad customer service. Moss bros should train their staff with better customer services by reading al these reviews you have received from public…. You have so many bad reviews even then you made zero efforts. Please avoid Moss bros, as they are horrible people, this shop should be closed because of their poor behaviour with public. The lady was argumentative and was bad at her job…

Absolutely appalling - we had an experience so bad I came away nearly in tears as I was so disappointed and frustrated! Would give 0 stars if possible.

We booked an appointment (first mistake) here to explore a few options for my fiance's wedding suit, alongside his six groomsmen. We weren't sure whether we would hire all seven suits, or maybe purchase the groom's suit and hire the rest. On arrival, we went to the desk and said we had an appointment - the lady who served us could not have looked more bored. She didn't check our names or anything so really there's no point booking an appointment anyway - if you go along I'd suggest just looking around on your own, as our experience with the staff today was below poor. She barely spoke to us the whole time, looked like she couldn't imagine anything worse than being there and had a complete lack of people skills, let alone sales acumen.

She showed us to one rail and just stood there, not making any suggestions, or asking how many people we were trying to suit up, when the wedding was or any question that might have helped her suggest some options to us. It already felt like pulling teeth but we just thought maybe this is what it's like to shop for suits. So we picked up a couple that he liked and the sales assistant went to find a shirt. We said we'd like to try a waistcoat that was a different colour to the suit (dark navy) and she said she didn't really have any (????) only one black one.

We managed to try on one more suit, again asking if there were any more waistcoat options (again we were told no, only a grey one apparently. In a whole shop dedicated to suits.) Eventually I asked one of the other shop assistants who seemed like he might have a more managerial role if there was anyone a bit more specialised in wedding suits (trying not to sound too rude to the shop assistant who was attending to us). I said we hadn't been asked anything which would help any of us work together to find a couple of options and he said "It's not like when you go to a bridal shop." At that point we just decided to leave. I'm fairly certain the second shop assistant said something to another store attendant under his breath as we left as well.

I've never ever experienced such appalling service or such a lack of interest or salesmanship. With seven suits to source you'd think there would be an element of wanting to impress or find a solution, but every time we asked any questions or if we could try something else the answer was basically no, but for no clear reason. I would never, ever recommend Moss Bros. We've booked in with a local suit specialist now and I would absolutely tell everyone to shop locally instead of wasting your custom here.

I went to my local store to buy a suit for a dinner. Last time I used Moss was about 10 years ago and I remember that I was absolutely happy with a service received.
How wrong I was this time…

1) Constantly pushing sales on you; the first thing I’ve noticed was that the staff were pushing sales on me all the time. You either need to buy right here right now or buy to reserve or buy and then wait for deliver but either way – you need to buy right here right now;
2) Forceful consent to marketing - When I paid for my items I was asked for an email address. I thought that this was for an e-receipt so I provided my email address. I have received the e-receipt to my email address and at the very top of the receipt there was a line saying – “Consent to marketing: YES”. At the time of sales no one had asked me if I consent to anything so I asked about this section and I was told that this is automatic. Later I discovered that apparently there is a tick that needs to be ticked by Moss’ sales clerk to allow marketing emails to be sent to my account. The store clerk has enabled the marketing emails without even asking me!!
3) Majority of items are out of stock in store, for something you like you need to pay and wait for the item be delivered otherwise you need to buy what you do not like. Delivery to store is free, delivery to a home address is for a charge
4) A hired suit takes 3 weeks to get delivered to a store. Apparently, that is because a suit is coming from… Scotland. Really? 3 weeks to get something delivered from Scotland when it takes 5 calendar days for an item to arrive from China? Staff are just lying all the time;
5) The offered suit was dirty;
6) Refused to sell shoes – a pair of shoes that I wanted was not in stock. I was offered another pair of shoes just to see if the size fits me. Although I did not like the shoes, I decided to buy them. At the till the shoes ended up costing more than the same pair on display. The ones I was expected to pay for have had a new price tag affixed on top of the old price tag. I won’t be surprised if the store clerk quickly affixed the price tag before they brought the shoes from the storeroom. Either way, when I questioned why is there a price difference we ended up in a heated conversation after which the store clerk said to a person behind the till - “cancel the shoes from the order. We have rights not to sell to you if we do not want to. Customer is not always right. Cancel the shoes.” No wonder I IMMEDIATELY requested a refund for everything I purchased

Also, when I asked for a refund and a member of staff was processing the refund, I was asked about my home address and my mobile phone number. When I asked for how long the data will be kept at Moss’ system I was told – “It does not matter, it is data protection”. The staff are using terms that they do not understand. When I refused to give my mobile number, I was told that I will not be given the refund.

When I asked what is the phone number for customer services, I was told that there isn’t one because of COVID.

This is all non-sense. Moss Bros = crooks and liars.

Verdict: awful, no dignity, customer service per se does not exist. They collect data about you without your consent. Hopefully they are going bust!

Haven't used their other stores so this is a specific review of Trafford Centre store on Sunday 31/10. Thank you to Rocco who spent nearly two hours helping this 'fashion blind' reviewer pick out and coordinate a new style!

Even though he didn't have stock of all the items on the day, I was able to try on comparable sizes/fabrics to be comfortable enough to order a full 3 piece suit, waistcoat w/ alterations, plus several shirts, ties and accessories. The out of stock items were ready to pick up several days later, thanks to the efforts of the store manager.

Truly above and beyond service and very much appreciated. Have since worn the suit at a marketing retreat and was repeatedly complemented as looking sharp!

Norwich store 1st of November.
Fantastic Experience from Mary and her colleague (forgotten name sorry).

I desperately needed new work suits for my return to my London office. I entered the store and quickly found the suits I liked.
But they required alterations that week.

However the store was very busy with customers and the Two ladies were expertly handling various customers and deliveries, then I arrived in store with my needs.

Despite this the service I received was fantastic. Mary helped me select suits and matching ties etc. She pinned my suits ready for alterations which were made within just 4 days. She also found a matching belt from another moss bros store whilst on her personal time within those 4 days.

Moss Bros should seriously take note of this employee and her colleague. Before I steal them to work for me :)

Thankyou Mary, her colleague and the alteration person

on Saturday 30th October 2021, I purchased my suit as I needed it for Sunday 31st October 2021, The trousers was out of stock and available online for '' next day delivery''Derryn the women working there in the OXFORD STREET store who took my order told to me if I order it for '' next day delivery' I should get it by 2pm 31st October 2021. I went ahead and purchased the blazer in the store and the trousers online, thinking it will arrive by 2pm as I need it by 7pm for special occasion.

Anyways on the 31st October 2021, I received an email from DPD informing me the delivery will be delivered to me on the 1st November 2021 !! So of course I paid the next day delivery fee for no reason, was given false information by Derryn on the day I purchased the trousers online with her.

So now I called to the store directly and mentioned to the manager about my situation and that the suit wont be needed and the £8.00 to be refunded as it's not a '' next day delivery'' the manager could not care less and all he said '' we have nothing to do with the delivery this is all to do with DPD !!

What sort of a joke is this, can someone explain to me if that was meant to be funny ? As a manager you should find alternative solutions for your customers who spend over £200.00 for a suite, and not be told they have nothing to do with the delivery !!!

Overall the refund was not issued, the manager did not help me, as mentioned on the phone he didn't sound to interested !!!

Thanks for ruining my Sunday !! and for taking £200.00 out my account and £8.00 for next day delivery or should I say 2 day delivery, and for giving false information and for having such '' manager'' who didn't care of what was going on !!!!

I SHOULD NEVER USE THIS COMPANY AGAIN AND I WILL REVIEW AS MUCH AS I CAN IN ALL SOCIAL MEDIAS !!!

ordered 13 items totalling £263 from Moss Bros online sale. Paid extra for next day delivery as was going away and was going to use the new clothes.
Got an email saying parcel will be delivered next day (Wednesday) as paid for Great...
Then on the Wednesday received email saying delivery between 1 and 3.. Great ...
Then got an email saying parcel delayed 24 hour delay.. not great..
Then courier turns up with a tiny parcel. Ask him what about the rest? "Don't know mate, that's all there is"
Open parcel and there are 4 Shirts and 2 polos inside. The delivery note inside lists completely different items to the contents.
Tried to call Moss Bros, they don't have a phone number, email them,
Then research the company and see all the negative reviews. Apparently you'll it get a response if you tweet them.
So tweet them aswell.
Get a Twitter reply from a Hannah on Thursday afternoon saying the parcel is delayed. ( I know that !!!) And within minutes I got an email from Hannah from the customer service department saying as a Hannah is dealing with it on twitter the case is closed as resolved by the Hannah from the customer service department.
If I haven't had my goods it isn't resolved.
I had assurance from Twitter Hannah that she would definitely get back to me either way by Thursday evening to give me an update.
It's now Monday morning, 3 days later and despite several messages on twitter, I've had no response from Moss Bros.
This is the worst company I've ever dealt with. Impossible to contact, impossible to get them to care about the issues they've caused.
In the same few days whilst I'm away on my break, I've dealt with other retailers who've sorted out issues within minutes or a few hours. Easy to phone or online chat, minimal wait times, caring staff who take responsibility and take action to resolve issues there and then.
Moss Bros on the other hand. Just a brick wall. Deliberately obstructive, deliberately hiding from customers to avoid dealing with issues. Just a Shambles. No idea where my missing item are, when I will get them, if I'll get them, what the next step is, will I get a refund? How long will that take?
Just stress.
First and last time I will deal with this bunch of charlatans.

I visited the Hove branch on Friday 29th October in a bit of a panic as I needed a suit at short notice. There were two gentlemen in the branch that were incredibly helpful and provided me with some great advice and service.

I was apprehensive at first as I was not well dressed and had had my 3 kids with me and can understand this may be distracting when shopping for a suit, much to my surprise the staff were unphased by the distraction and gave some great customer service.

They didn't have the size I required in-store but i was swiftly told this could be ordered for next day delivery for the Tuesday as it was Friday, I was happy with this and placed an order for the item's they didn't have in stock.

Well to my complete delight they arrived the very next day on Saturday all in very good order and I must say the suit is incredible.

You have gained a loyal customer for the future and I will be sharing this with my colleagues, family and friends.