Moss Bros. 

Not shocked in the slightest to come on here and see the poor rating. I’ve had the most unprofessional service in Moss Southampton. I made a complaint over two weeks ago and have still not heard anything back.

The store in question have the most unhelpful, patronising and morbid employees. I rang up to check if I was able to return items that had been purchased using Klarna, the colleague kept me on hold a few minutes to check. He came about and assured me it was fine. I then drive to the store (30 minutes away) only to be told it’s not possible. No apology was given. I was told to go and see someone upstairs, when I got there, I was told to go back downstairs.

And two weeks later, still no reply about my complaint.

Ordered a suit. 14 days later still has not arrived. I receive generic, automated responses from both Moss Bros and Hermes. They have taken the money from my account. I have been unable to speak to a human being and it appears that Moss Bros will dignify their customers with a skeleton staff CustServ dept during the pandemic. Go to Brigden's if you're in or around Derby instead.

Retail nightmare. Rude. Nasty. Couldn't care less attitude. The Kingston store is clearly following the company culture and customer service reputation. You have to work at it to be that appalling. You feel unwanted and a nuisance the second you enter the shop. Despite having an appointment booked to buy several suits for a wedding, the manager and staff did everything possible to convey a rotten-to-the-core attitude. Avoid at all costs. Actually you won't need to for long, they are doing a fantastic job of putting themselves out of business. The faster the better.

So decided to hire a suit for a family wedding, 1 month from the appointment date shown below, this was the email received after booking online the appointment.....
Store Expert Advice Appointment | July 9, 2021, 5:30 PM BST |
We are looking forward to seeing you soon for your personal and safe appointment, whilst these are challenging changing times you can be assured, our priority is the safety of you experience.....
As you do I got there a wee bit early to the Leeds Trinity store and patiently waited for a member of staff, note 2 other people were in store only at the time, I spoke with the female assistant about 20 mins later who asked why I was here, to hire a suit for a wedding and I wanted measuring prior to choosing and placing my order, quite standard I think.
The assistant then informed me rather abruptly that the online booking is only to get in to the shop and not for measuring, understably I was a little perplexed and informed that the hire suits were there and pointed to and the garments would need to be ordered in and I needed to make a measurement appointment. How?
The conversation went round in circles and I left, rather frustrating for a supposed high street leading suit vendor.
Suggest you look elsewhere if looking to hire and not buy, I on the other hand will visit a local independent company and get some proper customer service.

Do not use this company. They dont even deserve one star! I sent the below email 2 days ago and yet to get a response! Disgusting customer service, absolutely shocking company! I wish we had read the other reviews before we used them!!

Hello, i writing to you today to make a formal complaint about our suit hire order placed in April for hire on the 3rd of July.
When we originally came in and my husband was measured for his groomsman suit it was great, Elliot was very helpful, and everything went smoothly, however everything after that just went from bad to worse.
First of all, one of the best mens measurements were lost because your systems were down and the lady who wrote them down lost them, resulting in him having to make the 40 mile round trip back up to Plymouth from where we lived to be remeasured, but this was only the start!
When the suits arrived we then noticed that the same best man was sent the completely wrong sized suit, which resulted in another 40 miles round trip to your store. When he took it back to the store and was told a replacement would be sent out the next day. In the meantime everyone else checked their suits and we then found that my husband, the grooms waistcoat had a hole in it. We called that next morning (2 days before the wedding) and was told a replacement for that would also be sent out.
This is where it gets worse and what I'm extremely disgusted about! Later that day the bestmans replacement suit arrived and when he checked it he noticed that the waistcoat was not the silver one that was ordered was in fact a navy one, and completely different to the rest on the groomsmen. He called up and was basically told “sorry but its to late to send a replacement!” (For my wedding 2 days later!) My husband then called and was told the same thing but that they could change them all to navy! He spoke to me and then i called. I spoke to the manager Pete, who's customer service most definitely needs some work! He basically said that as it was after 12pm it was to late for a replacement to be sent, even though my wedding in two days time and i had the other replacement waistcoat coming the next day. He told me there was nothing they could do, i cant have it so ill either need to change the whole colour for the men( which would then not match my wedding) or all of the groomsmen apart from the groom could wear a different colour making the groom different, or in his words special and stand out! Little patronising especially as there was an extreme lack of apology from him. If you ask me! I felt like he thought he was doing me a favour making these suggestions, none of which resulted in me getting what we had ordered when this was your companies error! Anyway my husband went and collected all the blue waistcoats, like he suggested but it just looked wrong and was not want we wanted or ordered!

As you can well imagine telling any bride all this 2 days before her wedding was extremely upsetting. We should not have had to deal with this issue 2 days before our wedding.
What should have happened is that your company should have gone above and beyond to fix this issue and get what we had ordered to us on time as this is was what we had paid for, but by not doing this along with the unhelpfulness of your plymouth manager, just showed how unprofessional a company you really are. You then left me with no choice but to take the grooms faulty waistcoat to be fixed the day before my wedding just so all groomsmen could wear that same.

I am truly appalled by everything that happened and will never use your company again and will be sure to tell people i know to do the same! This was our wedding our special and your Company could have ruined it for us. So i look forward to hearing what you have to say on this matter and what you are going to do about it

Regards

Kerrie Hamley

DO NOT USE THIS COMPANY!
My partner ordered him and his best man tailor made suits for our wedding. We were promised the suits would arrive at least 2 weeks before the wedding. 2 weeks before I rang and asked if they were here and they said sorry there has been a delay (No communication to let us know this) they will be here on 7th July our wedding is on the 10th. So I said along as they both definitely will be here as I don’t want the stress if there is another delay so close to the weddings they promised it would definitely arrive. I then received a phone call today 6th July saying we are really sorry but the best mans suit will be arriving but unfortunately yours (The grooms) suit will not be here on time. So then we thought now the best man has a suit just the way my partner wanted it and he is left with nothing. Other than a suit of the shelf. So we go to pick the best mans suit up like they said we get there and that one hadn’t arrived either!! 2 days before the wedding and all the lady in the shop couldn’t admit they were in the wrong she just kept saying don’t call me a liar. The couldn’t even prove or show us the tracking or proof that the delivery was suppose to arrive on that day. Disgraceful company, paid good money and expect good service. Do not recommend!!
We then asked for a full refund and apparently they couldn’t do this they would have to go through head office and process it the next day baring in mind we needed the money to find 2 new suits 2 days before the wedding. She said there was no way to do it I refused to leave the shop untill we had the money back and then we eventually got the refund there and then!

Ordered two suits for myself and best man for my upcoming wedding in store at Bluewater,these suits were then delivered to my house a week later.
Upon inspection there was damage to the jackets and the both suits did not fit (sizes ordered by moss bros employee totally wrong)
I then returned these items for a full refund via the courier they instructed Hermes, over a MONTH later and I still haven't received my refund (nearly £800) literally no way to contact the company and chase this up??? NO customer service number,NO reply from the contact us button on the website and NO REAL HELP ON SOCIAL MEDIA....

Ive gone through the website Resolver to possibly help me but again NO RESPONSE from moss bros.

Im left with no other choice than to proceed with taking moss bros to the small claims court to recoup my money....

STAY WELL AWAY!!!

I had my wedding on Saturday. I bought a suit from you and paid extra for tailoring. However my suit trousers ripped at the back which meant not only could I not wear my suit but it left me embarrassed and ruined my day. I will never get this day back! I had to spend the whole day taking photos while wearing trousers that left me on show!

To add insult to it all, there is no customer service number on your website to complain!

#Mossbros
Very professional and affordable service…
Very professional and affordable service from Moss Bros Watford's branch. I was looking for a specific style for my wedding suit and fabric. A few minor tweaks and the suit looked fit for a King. Very impressed with the final result. Would definitely recommend if you need a bespoke suit.

Do not use moss bros. My local branch closed their shop on the day they told me to pick up my suit (a Tuesday). This was two days before my wedding. The next day (the day before my wedding), the shop was closed. They have taken my money and ruined my wedding. Avoid at all costs

Ordered a suit in store which I was told was in stock in the warehouse and would be delivered within a couple of days.
Waited for a week with no sign of the suit being delivered. No customer service number to chase up the order and the online site never changed from “picking” in the warehouse.
Eventually rang the store to be told that the warehouse had cancelled the order because the suit trousers were not in
stock.
I had not been informed by phone or email about the cancellation.
To be fair the shop was helpful and arranged a refund with no problem but plainly the computer ordering system is not working and any communication about the order is non existent.
I would be very wary about ordering anything from them in the future.

I booked an appointment at your hove branch for my fiancé to try on suits for our wedding in September. We arrived at 2.30 in time for our appointment and waited to be acknowledged by a member of the team. A staff member asked us if we had booked and was very unhelpful from the beginning. He didn’t ask our name or give us his. He briefly showed us 2-3 options in a completely disinterested manor and said for my partner to begin trying on, he didn’t measure him simply asked what size he thought he was. He then gave him a cream pair of trousers and blue jacket different sizes to what my fiancé had told him he was. The trousers didn’t do up and were shorter than ankle length and the jacket was also very poorly fitting, however he said that the trousers were a good length juts needed to be bigger round the waist but he didn’t have any that size. The sales assistant walked away multiple times and came back and simply told us if we wanted him to try on a suit in the correct size we would have to buy it online and get it delivered to our house. He said there wasn’t any in the whole shop that would fit ( my fiancé is a standard size 40 jacket and 32-34 waist trousers so I don’t know how this is the case)
To be honest I don’t think this is good enough customer service. Buying a suit for your wedding is obviously a very important event hence why we booked what you advertise as a ‘store expert advice appointment’
I don’t believe expert advice is buying something online and putting it on at home or being handed an item that clearly doesn’t fit and being told to buy it from that!!
I didn’t get the name of the staff member but believe his attitude was very poor and when I said that before we left he told me I ‘went crazy’ when he said about delivering it to our house, I can assure you that I didn’t.
I told the shop assistant that we had driven over from Eastbourne for the appointment which is a 42minute drive. We have wasted not only time, but money on fuel, parking etc. We were looking to buy suits from you for 4 groomsmen, and both my dad and my fiancé’s dad as well as him.

I would not recommend the shop to anyone, there was zero customer service and I wish I had got the employees name. I have actually never complained before about anything and it is not in my nature at all but I was made to feel extremely uncomfortable and like we were an inconvenience and I strongly feel that is not ok.
I look forward to your response to this,

I went to the Meadowhall location and was served by Andrew who i later found out was the store manager and although he was busy dealing a few customers at the same time he never let me feel like he was busy.

I wanted a 3 piece suit for my wedding and thats exactly what i got a nice suit for a great price and really good customer service, as there was issues with the system i had to wait a couple weeks but was no issue when i rang the store the guy i spoke to was able to help.

Great work lads and thank you.

Do not use this company. Ordered shirts on 2 for 40 pounds for our sons wedding. Spent a fortune on suits. Ties etc. One had to be ordered as didn't have size in stock. When picked up shirts from Dalton Park Murton store was told had to pay 50 pounds as offer no longer available. I am sure this must be covered under sale of goods act but moss bros refused my complaint. Their customer service is atrocious.

The suit I ordered turned up after the 3-5 days delivery period (of course also after the wedding I needed it for). It was sent back and I have now got money back, although I was expecting to have to fight for it after all of my contact attempts were ignored.

I am mainly giving one star as I didn't hear back anything from the Contact Us email I sent, the company's phone line goes dead after an automated message. Twitter DMs were ignored, and the message I sent on Instagram to chase up my order was reported as 'Seen' and ignored. All of this on top of the late delivery was just really poor, when you're dealing with wedding suits.. you can't be shipping orders late.

I had to order a new suit from John Lewis..thankfully that was a much better experience. I'd never bought from Moss Bros before, I thought they were reputable, I'll never order from here again.

Awful company. Went into Worcester store and ordered morning suit hire. Systems were down so they promised to load it onto system and email me it never happened. I belive the system was down for more than a month.After trying over a week to contact them via telephone (and no help from Head Office customer services) I rang the Leamington office who confirmed that my order details had not been loaded onto the system and that Worcester office were renowned for being difficult to get hold of. Again no after 27 tried calls that were not answered I give up. A shadow of what they were, no wonder they are losing money and I am sure will close down. It seems that I am not the only one that has problems with this company.

Dreadful company.... purchased online delivery stated withing 3 - 5 days not delivered after 20 days , they have taken my money and no delivery, there is no customer service contact accept via messenger and a response from 'Steve' which is automated. I want to cancel and there is no way to do so.

Ordered a suit on the 20th of may the suit was never delivered and for an order of over £300 they didn't even use a courier that needs you to sign for it.

Went in store to get a refund and they're saying they can't help without proof and have to go through head office. How am I supposed to provide proof it was never delivered.

Used to be a reliable company but seem to have gone down the toilet in recent years.

Ordered several suits in-store using the Tailor-Me service. Both the originally quoted 30 day lead time, and current 6 week lead time cited on the website at time of writing have passed without any form of correspondence beyond the original confirmation.

Cannot get hold of the Peterborough store by phone, and the 'Contact Us' page on the website doesn't actually give any brand-level contact information.

Save your time and money, avoid Moss Bros.

One of the worse experiences I've had. Ordering was fine but trying to get a refund was a nightmare. First trying to return in-store, they were unable to process the refund for 2 weeks. Finally got them to process the refund then had to wait another 3 weeks. I will not be shopping at Moss again and I will never recommend them to anyone. Customer service a complete joke!