Moss Bros. Reviews 

The staff at the cheapside store are unprofessional. Bought 2 pairs of shoes to collect at the store. I received a notification to come collect the shoes on May 2nd. I came to the store on May 5th. Impossible to physically find my order. A middle-aged man working at the store gave me reassurance he would call the next day to sort it out as it was a public holiday. Next day no calls from the store. I called myself and told I have to contact customer support to basically sort it out myself. Got in touch with customer support which was fast to respond. They me a nice email with the tracking details. Turns out the package was never delivered to the store to begin with. I then received a call from the store to notify me that my order has been delivered. I checked the tracking details and yes the item is at the store. At around 5.15pm I went to the store to collect, a lady behind the counter tells me to fetch my item downstairs. Why, I don't know. Lucky for me the package was put aside otherwise I would probably have had to search it myself amongst the 100+ packages they have at the store. I went back upstairs to get my box checked out. I told the man called Oliver dressed in a green suit white man late thirties with glasses, that I am not happy. Without much interest to hear me out, he said that I can't complain to him about my package being delayed because I bought it online. I found it quite appaling to hear that. I don't see how I am responsible for the miscommunication. I was happy to receive the tracking details so I could patiently wait end of the week or perhaps early next week to collect my order.
This comment by Oliver felt as if I made the mistake of buying my items online. Was he implying that somehow you can't trust the moss.co.uk website?
I didn't like this first experience at that particular store. My problem sits with that Oliver guy. He wasn't nice.

Wouldn't use again
Staff are friendly enough but 2 days to return your suit or £10 late fee is shocking.
Event was Friday collected suit Friday, returned bank holiday Monday but only had 2 days to return the suit.

Would go out my way to never use them again shocking and money grabbing could understand if it was 3 working days.

I’ve been a huge fan of Moss Bros for about a decade, having spent $1000s in that time buying probably 50% of my wardrobe from them. I have not had a single bad or faulty item until this week. My mum bought me a shirt from them a few week ago for my birthday. She left it in the original packaging, wrapped it, and when I opened it, there was a hole in the shirt. We reached out to custom review to ask to exchange it and apparently because we didn’t do it with 14 days there is nothing they can do despite their policy saying for damaged goods they can flex this. Not only that, their tone has been rude and not even interested in trying to be helpful to my mum and in fact blamed her for damaging the shirt.

Years of loyalty thrown down the drain because they wouldn’t exchange a faulty £60 shirt.

Disappointing.

I used Moss Bros in Chelmsford, Essex, and had a positive experience.

There was a small hiccup about sleeve lengths when i collected my dinner suit for a wedding, and i would have liked the sleeves an inch shorter, but they said that this is an XS jacket and the sleeves can go no shorter than this. I was sore about this, but they gave me no trouble on the day of the wedding.

When i returned the suit, to my horror, there was some marking to the fabric on the seat of the trousers - I had no idea how this could have happened & I cursed my poor luck for maybe having brushed up against a brick or stone wall, and so prepared to have to cover the damage..... I had the 'Peace of Mind' cover (£9.75 i think), but the small print was not encouraging and i prepared myself to be shafted.....

I took my suit in, explained to the Manager the issue, he said "don't worry, you have the Peace of Mind cover". I asked if it covered this damage, and he said "no problem, these things happen..." We shook hands and i left the shop, Peace of mind indeed!

In conclusion:
1/ If you feel that you like your sleeves shorter than they do, talk with them first.
2/ The tailored dinner suit was worth the little bit extra.
3/ The 'Peace of Mind' cover is worth having, and was not a rip-off - when accidental damage happened, they honoured it without a quibble!!

Well done Moss Bros Chelmsford, and thank you Branch Manager, Harvey, and Emily.

I bought a quality Moss Bros Dinner Suit several months ago which I was very happy with. Sadly, within two days, at a crucial first time of wearing, a button fell from the front of the jacket. I sewed it back on as best I could. Several months later the other button fell off and was lost.
I returned to the shop at Dalton Park, Murton, County Durham when Lesley and Cora were very helpful. They explained some other customers had experienced the same problem which appeared to be with the auto buttoning machine.
As I required the suit for the next day, the staff were at pains to help and, indeed, as one had been a seamstress previously, they not only sewed the button on professionally but did the same with the other front button to ensure perfection.
I would highly recommend this shop for their service, helpfulness and understanding.

Moss Bross - Stratford

We went there for my husband’s groom suite, Roger was extremely helpful and had great vision, extremely glad that we have chosen this store.

We are glad for the time and attention Roger gave, perfect decisions were made.

Although we had some issue with the waistcoat of the suite my husband chosen; we found a similar one in the store.

Overall we are extremely happy with the service received.

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I purchased the GLD LINEN SAFARI L 22 jacket on February 8, 2025, at 17:07 and was initially excited about it. However, after trying it on at home, I realized it wasn’t suitable for my lifestyle. As someone who travels across globe 20–30 times a year, I need clothing that maintains its structure, and unfortunately, this jacket creased too easily.
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On February 16th, I returned to the store and spoke with a staff member named Wiu about the return. Since I originally purchased the jacket from Mr. Callum , I specifically left the item with the expectation of finalizing the return with him when he was available. I had already been to the store three times regarding this return, so I trusted the process would be handled correctly.
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However, when I returned on February 22nd, Mr. Callum was not working, and I had to deal with Wiu again. This was a complete disaster.
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From the moment I spoke to Wiu, his rude, aggressive, and condescending attitude made it clear he had no interest in helping me. Instead of handling the return professionally, he refused to cooperate, spoke to me in an offensive manner, and dismissed my concerns entirely. His behavior was completely unacceptable and unprofessional.
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At that moment, I no longer wanted to deal with someone so hostile and unprofessional, so I decided to take my item and leave rather than continue being disrespected.
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Additionally, I never received any response from the store regarding my return—no email, no call, no explanation. This is a complete failure of customer service.
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This situation demands immediate action.
• This return request was completely ignored for seven days.
• A staff member like Wiu, who lacks basic professionalism and respect, should not be dealing with customers.
• I demand a formal response from management explaining how they will correct this issue.

Until I receive a proper resolution, I will be sharing this experience widely. Customers deserve far better treatment than what I experienced at this store.
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Excellent services in Leamington Spa. My husband found a beautiful suit for himself. Very good quality and good price as well. Highly recommended for any occasion!
Thank you, Mark.

Getting married in April 2025 and went to Moss Bros Winchester for our suits. Had a custom made suit made as well as 6 suit hires. Could not be more pleased with the custom tuxedo, all thanks to Jack who went above and beyond. Truly excellent service and expertise, highly recommend this store!

Excellent service from Raymond in the Derby store , I went in with my Son to order 8 DJ’s for wedding suits and Raymond was the ultimate professional, our appointment ran over its time which he ignored . Placed an order to buy one ( Son’s ) and to hire 7 more . Excellent service all round .

I've just been in moss bros in Bournemouth with my son and the sales assistant was extremely rude and off and when we came to leave and we said goodbye and he couldn't even look up and say goodbye. It's a shame because one of them was nice but the other ruined the experience.

If you are thinking of buying more than one suit from Moss Bros then I would suggest ordering on 2 separate orders,
When collecting 2 suits, one was offered with a suit cover, the other was without, I was told only one suit cover is provided per order, therefore, the company are saying it is better to order one suit at a time.... not very Savvy at all.... a funny way to do business.

Very professional and knowledgeable staff. Made us feel so welcome and comfortable. Highly recommend as clearly very experienced. Thank you.

Terrible £250 and it’s falling apart after 3 wears 2 of the 3 Buttons have fallen off and the Stitching is coming off the sleeve already! will not be going back! looks like Chinese rubbish

Your a joke of a company 🫡

Thank you to Daniel (manager at Bournemouth) for the wealth of knowledge - fit/material/alterations - & superior customer service which helped us get the correct suit after we ordered the completely wrong size & fit online ourselves! Your patience & expertise was very much appreciated & needed. Love the suit too.

Moss Bros charge their customers for refunds (even for an item which they sent damaged). Not only that, they are propsoing to refund me an amount that was £15 less than what I paid for the item. Will update if I actually ever see the money.

If I could give zero stars I would. If you’re getting married do not use Moss Bros!!

I paid for my4 groomsmen's suits at one store and agreed that they would be delivered to the local stores to where my groomsmen lived. Things started going wrong when Moss then delivered all the suits to the store at which I had paid, not as agreed to local stores.

When I complained to customer services I was effectively called a liar. It took a call from one of the local stores to Moss centrally for them to admit they had made a mistake and that they would forward the suits on to the local stores for my groomsmen to collect them.

On collection none of the suits was correct. Either wrong size / wrong shirt etc. it took an age to correct this.

So in short if you need suits for a wedding go anywhere but Moss, they are beyond awful!!

Our experience with Moss Peterborough suit hire was deeply disappointing from start to finish. Communication was nearly nonexistent—we struggled to get any clear details about the suit’s availability, pick-up, or return, leaving us stressed right up until our wedding day.

When we finally picked up the suit, the quality was appalling. Several pieces were stained, and one even had a burn mark. It was shocking that these flaws passed any sort of quality check. Trying to resolve these issues in person only added to the frustration, as the staff were dismissive and rude, especially over the phone.

To make matters worse, Moss Peterborough promised a compensatory refund due to the poor service and condition of the suit. Days later, we were told that a refund was only due if some of the items did not show, and because they did, albeit on the day of our wedding, they could only offer voucher as ‘goodwill’. This lack of professionalism is unacceptable, especially from a company that presents itself as a trusted provider for formal events.

If you’re considering suit hire for a special occasion, look elsewhere. Our experience with Moss Peterborough was a source of unnecessary stress on our wedding day.

Terrible delivery service, paid for expedited delivery, order came in multiple parcels - some took 2 weeks and some have still not arrived. No communication. Hugely unreliable and created stress as needed suits for an event. Would not order from them again.

I was so disappointed with the girl at check out
My partner has put some weight on and we were having banter between us at paying the bill
She commented on our banter saying I didn’t need to go to the gym
That does not sit well with me when my partner knows he does
He was upset and feeing down because he had to go up size and your service didn’t help his self confidence