Moss Arvostelua 2 592

Do not rely on Moss / Moss Bros whatever they have tried to rebrand themselves as. My partner ordered his wedding suit from here, as well as his best men's suits. He booked an Appointment at the Trafford Centre Store for them to try suits on ahead of them purchasing. My partner informed me that the 'appointment' was absolutely shambolic, the guy who was supposed to be running the appointment was dealing with other people/ walk ins and were leaving them all waiting for 30 mins at a time. There was absolutely no point in actually making an appointment there. My father also informed me that he received the same treatment at the Sheffield Meadowhall store. When my partner went to pay, they informed him the printers were not working so couldn't provide him with a copy of his order or a receipt - they did not provide an email copy either.

Forward 4 months and it comes to collect the suits. My dads suit that was purchased in Sheffield was sent to the wrong store - Manchester Arndale and therefore had to travel to collect. My partner then collected his suit and the sizing was completely wrong - they have messed up his order entirely. Baring in mind, they told him he had to collect 4 days before the wedding. Now we are 4 days out, with a suit that would fit someone double his size. No real apology from the manager in the Arndale store, just 'well we are better than the trafford centre shop, you should have come here for it' - what a joke. The staff in the Arndale store didn't even update their system to say my dad had collect his - so they are as useless and shambolic as each other.

Absolutely appalled the service and complete lack of organisation throughout multiple stores of Moss / Moss Bros. Save your time, money, and stress and order your special occasion suits from literally anywhere else/

Very disappointing experience with Moss Bros suit hire for a family wedding at their Basingstoke branch.

From the initial fitting, the service was poor. We weren’t able to try on the correct items, and the alternatives provided were nowhere near suitable. Staff seemed unsure and unable to give clear guidance, which didn’t inspire confidence at all. The overall professionalism in-store was also lacking, with a very casual atmosphere that felt far removed from what you’d expect for a formalwear brand.

There were multiple issues with administration too — incorrect sizing was entered despite being checked, and the store recorded the wrong email address, meaning I never received a notification that my suit was ready. We were also given incorrect information about when the suits would be available, which added unnecessary stress close to the event.

Although the issues were eventually resolved in time, the overall experience was disorganised and far below expectations. For something as important as a wedding, the process should feel smooth and reliable — this was neither.

I also raised these concerns with customer services, but the response was generic and failed to properly address the issues raised, which was equally disappointing.

Based on this experience, I wouldn’t use Moss Bros again or recommend them to others.

Booked an appointment with Moss Chatham, specifically for suit hire for my son’s prom, not to buy a suit. When we arrived, it quickly became obvious it wasn’t really a personal appointment at all — it felt more like a sales push.

When I mentioned that I had booked a hire appointment, the assistant said he could only see it as a general appointment in the system and not specifically for hire. He then pointed us towards around 10 random hire suits in random colours, many of them looking very worn, and basically said “have a look there”. There was very little interest in actually helping us.

Even when we said we were open to looking at suits to purchase instead, the service didn’t improve. The assistant kept disappearing, and the measurements he took felt completely pointless because he was bringing random sizes that were clearly far too big or too small.

The whole hire service felt like an afterthought and honestly a bit of a joke. In the end, for almost the same price as hiring, we bought a brand new suit from Next , with far better service and no hassle.

I bought a pair of navy linen trousers online, and as soon as I saw the the dispatch company "Everi", I knew I had to make sure I would be home when the trousers are out for delivery. So on the 16/05, I received the notification that it will be delivered on that day between 1 and 3 pm. So I was waiting for the bell to ring but unfortunately I received an email saying it was delivered. I went rushing downstairs and luckily I found the parcel left outside my building (I was lucky to find it because usually there were situations where stuff went missing or stolen when left outside). Moss could have easily offered other delivery options but they don't. One thing for sure is, I won't order from Moss again simply because they use Everi.

A pleasure seeing Barry again today. Thank you for your welcoming smile, professionalism and manner. A quick thank you to Jim as well. Your telephone manner and meeting you today, defines what our high streets require more of. Well done gents, you’re what Moss should have more of👍

I went in to moss to buy a suit for my prom and Saheed was always there to answer questions and was helpful throughout the whole process, Saheed went above and beyond and I would recommend this store and Saheed himself to anyone looking for a friendly and helpful staff member to buy a suit, I will definitely be coming back!

Abid at the Wembley Outlet store went above and beyond in sorting a number of issues with a suit. A different store had ordered the wrong size/fit. He recognised the issue and ordered a replacement. We then found a fault on the jacket and he ordered a replacement. Nothing was too much trouble. I will definitely use this branch again.

Rude staff and terrible customer service. I ended up leaving and going to another local suit shop 5 minutes away, where I was blown away by the difference in service. Shame really, because the suits seem nice, but the staff definitely need customer service training. I’ve also spoken to five different people who visited the store for the same wedding, and they said they had exactly the same experience.

Ordered a made-to-measure wedding suit from Moss and despite careful measurements and assurances from staff, the suit was significantly oversized and required substantial alterations just to be wearable.

After being told no further alterations would be made once the suit had been made, I was told by customer service I had failed to engage with their “aftercare process” — which was never explained or offered at the time despite commenting on the size of the trousers.

Moss repeatedly refused to acknowledge this contradiction or take responsibility for the their product. They refused any refund or reimbursement for the additional alteration costs required for the suit to be wearable for my wedding.

For a service costing over £800 and marketed as made-to-measure, I expected the suit to at least fit. This experience has added nothing stress ahead of my wedding and left me feeling completely let down.

Bought many suits & accessories from Moss Bros
Recently purchased a couple of suits for a wedding we’re going to in Rhodes
There was a small issue with systems going down and after reaching out to the amazing customer service team more specifically Kirsty
The order was found and collected from our local branch guys were so quick to complain nowadays it’s a must to say well done when credits due your help resolving this was brilliant 🤩

Moss almost ruined our day.
Moss at Gretna did not have the size of trousers our son required for his sister's wedding. The assistant sold him a pair which she said we could have altered. We bought them (along with goods exceeding £1k) and took them home where we discovered they could not be altered. This meant we had to make the 140 mile round trip back to the shop to return them and buy another pair (not in stock) which were then delivered. The trousers arrived in the nick of time and were hung on a coat hanger untried. On the day of the wedding we discovered a large cumbersome security tag was attached to one of the legs. Impossible to remove and too far to travel back to the shop. Luckily an assistant at a nearby M&S store was able to remove it for us.
This kind of service by Moss is completely unacceptable.

I went into store to purchase a suit. The team stated they did not have my size available and would get it sent to my home address. The delivery company left the package on my driveway floor whilst I was away from home for two days. On my arrival the package was no longer there. I spoke with Evri who did an investigation which took two weeks and confirmed they could not locate the package and someone from Moss would reach out.

I heard nothing from Moss and wrote to the customer support team myself who had no idea what had happened. After another two weeks of going back and forth with the team, they have not provided any support or resolution.

Michael in Manchester Arndale very helpful even though new to store
Wish him well

We went to Westfield shopping centre yesterday to buy a Suit for my Son. We randomly went inside Moss to have a look.

We met Sarah, who was a friendly, helpful, informative, experienced and a highly professional Staff member. My son is a shy and quiet natured fine young man and Sarah guided us throughout our shopping with amazing patience and made our first Suit shopping experience stressfree and wonderful.

I would like to say Thankyou to Moss for hiring such a lovely and knowledgeable person in their team.

A huge big Thankyou to Sarah at Westfield shopping centre for helping us out with so much care and respect, such a sweet and polite attitude and impeccable manners.

We went for a Suit and also bought a few shirts, again for which Sarah helped us out with so much attention to detail. We have been looking for a Perfect fit since a while. I found that the fitting of Moss formal shirts is just fabulous.

Moss would be our go to place from now on for my husband and both of my sons.

Thankyou Moss and Thankyou lovely Sarah.
Sarah, you are a Star!!

I really wanted to like shopping at Moss Bros as the clothes and especially the shirt quality are genuinely excellent. The products themselves are a big reason why I’ve returned multiple times, but unfortunately, the staff experience has been consistently poor across different stores and has now put me off going back.

The team members often don’t listen to customers, seem disinterested, and make you feel like you’re an inconvenience. On my most recent visit to the O2 Arena and Westfield Stratford branches, this was particularly bad. They sold me items but refused to provide a receipt on the spot, simply telling me I’d get an email when it was ready for collection. No explanation, no apology for the inconvenience.
I also had to wait around 15 minutes just to get a shirt in the right size, with very little effort from the staff to help or check stock properly. It felt like I was bothering them by asking for basic service. From what I’ve seen and witnessed, multiple customers have had similar experiences with certain teams there who seem to treat shoppers as the enemy.

Everyone is wondering how long Moss Bros survive like this.

Moss Bros has the potential to be a great retailer thanks to their product range, but the indifferent and sometimes rude staff completely undermine the experience. Strongly recommend improving customer service training, especially at the O2 (with some exceptions) and Stratford location (probably the whole team there needs training although I believe their team culture is so bad that maybe replacing the entire team would the right choice).

Sent spam letters to my home address months after ordering, even though I opted out.

Do not use Moss from Cheapside London branch to hire a dinner jacket, as their customer service is very poor . My wife became ill and i wasn’t able to attend the event i hired the suit for . But , despite giving Moss 3 days notice of this situation they would not let me cancel and have charged the full amount of £150.

From the moment we walked into the shop the service was excellent, we went to the Dalton park store and was served by Brandon , He took his time to help sort a prom suit for my nephew and advised on the best suited for him , he was really knowledgeable and put my nephew at ease , would highly recommend a visit to this store and will certainly be returning in the future

Less than a month ago i visited the shop to purchase my suit.I have a very great experience and received the best customers service from the guy who attended to me ,he was so friendly and helpful..Yesterday i visited the shop again because of the great service i got last time,but i had a very disappointing experience, the shop attendant ignored me while attending those who came after me...Even when i went to the till i had to wait there without being attended to....Today i visited the shop again for my trousers ,the guy who attended me last time was there ,i really felt welcomed ..The guys is very patient and friendly to customers.

I had an extremely disappointing experience with Moss Bros and their customer service team. The entire interaction felt rigid, dismissive, and completely lacking in basic customer care.

Despite raising a reasonable concern, the response I received was a copy-paste of policy wording with no attempt to understand the situation or offer any practical solution. There was zero flexibility, zero ownership, and no effort to resolve the issue in a fair way. The tone of communication made it clear that once a deadline passes, customer satisfaction is no longer a priority.

What stands out most is the lack of discretion. Many retailers take a balanced approach when dealing with genuine cases, especially when items are unused and in resalable condition. Here, there was no willingness to even consider an alternative such as exchange or credit. Instead, the response relied entirely on policy as a shield, rather than using judgement.

This experience reflects poorly on both the brand and its customer service standards. A company that focuses only on enforcing rules, without any regard for fairness or customer experience, risks losing long-term trust.

I would strongly caution others before purchasing, especially if there is any chance you might need support after the sale.