Moss Bros. Reviews 

Ask them not to put the invoice in the package as it was a gift and got a confirmation email that they wouldn't put an invoice in with the price ...and what did they do? you guessed it they put the invoice in with the price ....Thanks a bunch Moss Bros

My son returned a 3 piece suit because it was too small. Moss Bross are saying they only received the trousers yet everything was packaged together.
In the unlikely event that the courier opened the package on route and stole the waistcoat and jacket, we are looking at fundamental inadequacies in their returns procedures and warehouse management.
It has now been a month since the items were returned and still they are investigating...and still no refund... Really not good enough for a company I once held in relatively high regard. Very poor customer service and from what I can see in many of the reviews on TP its not a unique experience either... He wont ever buy from them again and neither will I..
If you ever see a Yodel delivery driver at your doorstep looking somewhat over dressed for the role then the issue may lie elsewhere...otherwise Moss Bross please get your act together

Very poor quality. Had trousers rip after a few wears - same with a suit jacket. I contacted customer support and it was made apparent that Moss' stance is that their clothes are only meant for "single occasion wear, and are not intended for regular use". If you wear an item of clothing more than a handful of times, expect them to fall apart.

Absolutely atrocious quality from expensive suit trousers.
My fiancé bought them for a new teaching post a few months ago, hasn’t needed to even wash them yet, and they’re practically falling apart! Don’t buy any of their wood blend stuff because within a couple of weeks you could see it getting bobbly and the elastic tearing. This is not from heavy use either!
I’m annoyed I can’t write a review on their website to warn others, so Trustpilot it is I guess.

Absolute disgrace of a company. Firstly, the suits were just chucked into a bag, two of the items stunk of cologne, one trousers had a security tag attached and the other had no new tags. Now they are refusing to refund me!

Absolute scam of a company!

Avoid at all costs.

AVOID AVOID AVOID

This is the worst company I have ever dealt with for returning items and having to fight tooth and nail to get a refund!

Still owe me £50.
NEVER AGAIN!!

Ordered a £400 suit.
And you guys decide Evri is the best postal service for that item?

The guys left my suit trousers outside my door in the rain without knocking. So thanks for that.

Congrats, Moss won't be a company I use moving forward. If you are charging me £400 for a suit, and skimping on post, it truly smells of taking the micky.

My sales rep., Timothy at the Romford Moss Bros. branch really went above and beyond the normal call of duty ensure a perfect customer experience for myself.

Apparently the Wimbledon Store is not a real store but a concession so they don’t do online exchanges or refunds - over 5000 pound spending this store and no more - quality is not what it used 10 be - staff not what they used to be. Clearly a brand that was great years ago but has lost its relevance

We went to Moss for or wedding suit hire as they are such a recognised name but the service we received was severely lacking. Maybe a sign of the days but there is a real lack of professionalism or care and you are made to feel like organising your special day is disturbing their social day! I went for 3 fittings and on each one advised them that the waist coat was too large and each time they brought one off the shop floor that fitted perfectly, when I went for the final pick up the large waistcoat was the one waiting. I explained that on 3 previous fittings I’d asked for the smaller size only to be told that size is only available ‘to buy’ (at £110 and all i would have to have the large one and tie it tighter at the back! Why not explain this at the first fitting so you can change designs/suits or look elsewhere? No they leave it to 3 days before the event to break that news and offer NO assistance in resolving the issue! would not recommend nor use the service ever again!

Wouldn't recommend anything about Moss Bros hire. Booked for a wedding two weeks out, tried to cancel for credit or refund two days later as I didn't need the suit anymore. No flexibility, just pointed repeatedly to Ts & Cs that refund is only available before 60 days out from the event.
Then left a tie in the suit when I returned it, came back the next morning and they said that there's no names on the suits (despite the receipts showing names), went and 'checked' all the suits they had with no sign.
Additionally, tried to call them a number of times and they never pick up at the Jermyn street branch.
Am sure there are options in this price range where people actually try to assist customers and aren't so difficult.

While the product itself is decent, my experience has been ruined by the company's aggressive marketing. They spam my inbox every other day and show a blatant disregard for GDPR laws. Worst of all, their unsubscribe link does not work. I cannot recommend a company that refuses to respect the customer!

I needed to attend a work function which required me to wear a tuxedo … I’ve used moss bros before to purchase suits but not to hire … this time I went I was only needing to hire being that it was for the one night event …. I’m familiar with central London so I thought it best to try the first moss bros I could think of so I went to the jermyn street branch …. From the moment I stepped in I was greeted with smiles and was also told by one of the staff members if I needed any help just let them know once I’ve had a look around and they would be more than happy to assist me …. But as I was not familiar with the hire side of things I straight away told the staff member yes I would like some help please … so they answered every question with great knowledge and assisted me with every item I needed to complete my tuxedo hire…. So I ordered for delivery which took about a week to arrive with my specified fittings…. Once I returned to collect my items they were so polite and welcoming once again … and it was a quick and easy transaction …. Once I attended my event I returned the items within the time period given and again I could only praise them for how they treated me ….. if I can describe all 3 times I visited the store I can say I will definitely be hiring and buying from the jermyn street branch in the future because it was an overall amazing experience with the staff members that attended to my needs …. And those members were

FEE ( store manager )
MUQY ( staff member )
ENZO ( staff member )

Thank you all.

If I could rate 0, I would.

Disgusted by Hygiene Failure & Appalled by Customer Service

Unhygienic Filth Found in Wedding Suit and Handled with Utter Contempt by Customer Service (Agent Grant)

My experience with Moss for my wedding suit hire was an absolute disaster, transitioning from initial disappointment over sizing to outright disgust and fury due to an egregious hygiene failure and a subsequent investigation defined by incompetence.

The Unacceptable Discovery

The primary issue was NOT an in-store sizing problem, as misconstrued by Customer Support Agent Grant. The critical failure was this: on the MORNING OF MY WEDDING, as I was preparing for the ceremony, I discovered a used tissue and a cigarette packet in the pockets of the hired suits.

This is not only unhygienic but utterly appalling. To provide a garment for a major life event that has clearly not been thoroughly checked or cleaned, containing waste from a previous user, is unacceptable. This discovery caused significant and unnecessary stress on what should have been a perfect morning.

Customer Service Failure: Grant

I flagged this issue. However, Customer Support Agent Grant has provided a response that is nothing short of insulting. He stated that because the items were not "flagged either on collection or return," no goodwill gesture or refund could be offered. When we tried them on in store, we did not check the pockets, why would you?

This refusal is based on a deliberate failure to acknowledge the facts:

The discovery was made hours before the wedding, not during the in-store try-on.

The discovery was witnessed by SIX people in my home.

My partner and I were previously told by a retail store member to formally report the issue, a conversation which my partner witnessed.

Grant's investigation clearly failed to grasp the timeline or the severity of the hygiene lapse. It demonstrates a profound lack of care, attention to detail, and a dismissive attitude towards a customer who was provided with unhygienic, contaminated wedding attire.

Conclusion

Moss not only failed to provide a clean, professional garment but has also failed spectacularly in customer recovery. The investigation was weak, and the outcome, a categorical denial of responsibility, is unacceptable.

I advise anyone considering Moss for an important event like a wedding to exercise extreme caution.

I can recommend going elsewhere.

I have stopped buying things from there for a while now, given the how bad quality their shirts are, but I gave them another chance because of their navy trench coat.
After three weeks I Iost one of the straps on the sleeves, because it's such a hideous quality, that it was kept unfastening. I wrote to customer service that if there's any way to replace it - I was happy to buy one - just to be shut off in a two sentence email that they're don't selling spare parts. So basically £250 down the drain because of the subpar quality of the clothes they are selling. Do yourself a favour and go somewhere else.

Can I say what an absolutely wonderful shopping experience I had with Moss Bros Crawley last week.

Staff were immensely helpful and offered some real dress advice
Specific mention must be made to Nabeel - great bloke nothing was to much trouble.

For Context: this was my first time in a suit shop. I was guided by the DM there named Ali.
He was incredible at helping me figure out what I wanted. He Went through the pros and cons of different choices, explained different money saving deals and suggested things dependant on your time constraints.

Overall he was a Star and not only put me at ease in a very nerve wracking first experience but also helped me design my own custom suit for an incredibly reasonable price.

Since my visit I have recommended moss bros to almost everyone.

Returned a shirt that didn’t fit using their returns procedure.
No refund after weeks of waiting, contacted customer service, was asked to send proof of postage which I did, after many emails they refused the refund and emailed saying my claim was fraudulent and were blocking me from purchasing again. Un-fu****-believeable!
Whatever you do please do not buy from these people.

Dealt with Gary in the Gunwharf (Portsmouth) store and he was fantastic. He went out of his way to find me a dinner jacket that I needed the following weekend. Top quality service, really felt he was invested in sorting it for me

Re 409195 John White Ivy Black Patent Dress Shoe. Terrible customer service from Nicole (customer support agent) and Sam (customer support agent). I paid over £100 for a pair of shoes. They arrived in faulty condition (this was even accepted by the garments teams) however Nicole has decided this does not warrant a refund??? Absolute joke. If you pay for anything you expect them to be in perfect condition regardless of price, let alone well over £100.
If I could give 0 stars I would.
I will leave a 1 star review every day until my refund is processed.