Moss Arvostelua 

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!!

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.

Great quality.
Great value for money.
My default go to for work shirts and shackets..

I phoned their customer helpline. You cannot contact any store directly (like John Lewis same problem). The chap could provide no information on mens suit ranges and could not advise in which store actually had any stock. The help line simply gives you the address of your nearest store. Pointless !!!

Bought a suit , tie and accessories. Had gone to same shop 3 days in a row could not get size, sales staff advised me l can come back and exchange or get voucher to go to different location. Phoned them to say l need alteration as they did not have right sizes, Was told £40 for jacket and £16 for trousers. l requested to get voucher instead . When l went in to drop of suit, the sales woman /duty who was on duty refused to honour that. I had the tags off but they were in the suit . Even though she admitted that l was not given the correct information ,she said they would not take suit back or alter it at no cost. The staff l dealt with were not on duty, and they were very good and proffessional . Would not say the same about the on duty manager who was from the Gretna branch. She mentioned l should have checked the receipt as terms and conditions were there. Even though it was an ereceipt. NEVER ACCEPT YOUR RECEIPT TO BE EMAIL BY MOSSBROS read the small preint especially if buying for an occassion. EDINBURGH
*** 6 May 2026 Why did Moss ask me to contact them when they will not do anything. Not sure this is good customer service..Are they trying to be seen as having customer needs at heart.. I stand by my review.