Moss Bros Reviews

Name: Moss Bros
Address: moss.co.uk Customer Services8 St John's Hill, London
Rating: 2.24

2.2 Rating 50 Reviews

32 %

of reviewers recommend Moss Bros

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2.2

Based on 50 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email

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Phone:

0870 950 7654

Location:

moss.co.uk Customer Services8 St John's Hill
London
SW11 1SA

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Rated 1 out of 5 stars Awful, Avoid at all costs! My fiancé and I are extremely unsatisfied with the unprofessional service we have received from Moss Bros. My fiancé's waistcoat has arrived to the store today and is incorrect. We made changes to the original order a couple of times and throughout the whole process there have been issues with things not being documented, the staff unable to find our order on the system or us turning up for fittings where the correct items were not in stock (we had several unnecessary hour round trips - particularly frustrating with the price of petrol these days). We were not filled with confidence to begin with... Because of this my fiancé requested to have the items delivered to store earlier than quoted (which was the week of the wedding). He was told this could only be done if he paid more money, and was assured that with the set delivery time, if anything was wrong there would be time to get replacement items sent in time for the wedding. This was a lie. He has now been told there is no stock and they will not be able to obtain the waistcoat for the wedding day. My father's waistcoat is also missing from the order and we were told it would be delivered on Friday - the day of the wedding - until we protested... The lady from the store who spoke to my fiancé today was unempathetic, unapologetic and rudely implied it was his fault as the original order stated a different waistcoat. It did, but we then changed that in the store with a Moss bros employee who assured us the change would be made. The service has been absolutely appalling. We are thoroughly disappointed with our experience with Moss Bros, please do not use them, especially for important events like weddings as you will be let down. Moss Bros promise things they cannot deliver and it is the customer who suffers. ^ Since writing this original review earlier today, we have now found that both of the best mens' trousers are far too small, one best man received 2 shirts, and the other's jacket and shirt are badly creased, you literally couldn't make it up!”

Helpful Report

Posted 2 years ago

“Poor customer service. Left me hanging when the suit trousers they promised to source to complete my sons wedding outfit were no longer available. They failed to let me know.”

Helpful Report

Posted 2 years ago

“Disgraceful service from David - the Deputy Manager no less - at the Exeter branch who told me no one could help me with making adjustments to the £1200 of purchases I made three weeks ago because I didn’t make an appointment. When I told him I tried multiple times a day to call to make an appointment (I live 40 mins away), including first thing in the morning, he told me ‘that’s the way it is, we’re always busy. Try upstairs.’ Nice service, thanks David. When I went upstairs, the staff were slightly confused as to why their Deputy Manager had sent me there as they were the hire team. What a shambles. So basically, no one picks up the phone in order to make an appointment, and when I turn up as a result, the guy in charge says ‘I’m too busy’. Hmm. Leaves a very bad taste in my mouth given I paid over £1000 for this lot. My advice - give this place a miss. By the looks of the other reviews my experience is sadly not an isolated incident.”

Helpful Report

Posted 2 years ago

“Worse service I have ever come across.Ordered a tailor made suit 7 weeks in advance for my daughter’s wedding day and was told it would be ready with time to spare. 5 weeks later after not hearing anything from them I called and was told it would not be ready till 4 weeks after the wedding!!!!!!!!! Was told to use one of there hire suits ( what planet are they on ) . Even now still waiting for a refund and some correspondence from head office etc they cannot do that . So NO SUIT NO REFUND , great day .Great customer satisfaction NOT”

Helpful Report

Posted 2 years ago

“I wanted a nice shirt for my partner for an event. A member of staff offered to help me choose. She was friendly and asked lots of questions to find out what I wanted. I chose a lovely white shirt and it was perfect! It was the right fit and looked so nice on. Thank you for the pleasant experience at the Castleford outlet store.”

Helpful Report

Posted 2 years ago

“Super bad customer service”

Helpful Report

Posted 2 years ago

“If I could have given 0 stars honestly I would have. I bought my last 4 suits from Moss Bros and never had a issue. I purchased a suit from the Trafford centre store and the manager of the store accused me of wearing the suit and trying to return it. I literally wore it to try at home as I wasn't sure about the colour with the low lighting in the store changing rooms. Andre blatantly refused to return it and accused me of lying which I'm baffled by. I've contacted head office twice and both times they said they will stick with the stores decision without even looking at the suit! I honestly don't know what to do as I'm at a loss for words at how they can treat me like this. I won't stop with this and will take matters as far as possible. It's more about the service since the matter that I am disgusted by and cannot understand how a company as reputable is behaving this way.”

Helpful Report

Posted 2 years ago

“Horrible customer service! Wrongfully sold items. Lack of manners from staff.”

Helpful Report

Posted 2 years ago

“Paid for a suite that I never got due to poor delivery but I have to wait for a refund . Because the company they contract to are having delivery issues and don’t know what is happening with my suite so I have to buy another one and wait and see what happens. Not a good company”

Helpful Report

Posted 3 years ago

“Outstanding service from Moss Bros, Cribbs Causeway and in particular from Nikita - a friendly, polite, efficient staff member who is a credit to the company. Excellent made to measure jacket ordered for my husband - arrived exactly in time frame promised. Thank you!”

Helpful Report

Posted 3 years ago

“I came into moss bros cribbs causway Bristol about the beginning of July to hire 4 suits for my wedding. Two of us turned up to have our suits fitted. You had none of the suits we were ordering but tried on other suits for size. Suits were ordered. I then said I would bring the other two for fittings on Sunday. When I arrived I was turned away because we weren't booked in. We then booked in for the following Wednesday. When I arrived I had an extra person. They were all fitted with general suits from the store.we never got to see the suits we were ordering before they arrived so didn't know what the would look like only pictures from the website The orders were placed and I was told the suits would be in about 5 days before my wedding. Sometimes as much as 10 days but whichever there would be plenty of time to sort any problems. The wedding was on the sat 7th August. I popped into the store on the Sunday before my wedding as I had been trying to call the store but only got a answer machine with no option to leave a message. On arrival at the store I was told my suits were on order and would arrive soon I would get a call when they arrive. I get a call on Wednesday to tell me that my suit had arrived but the others were not in the store yet. Thursday I get told that my suits had arrived. I turn up at the store to find only 3 suits had arrived. The other two should be in by Friday. But to be on the safe side you would make a replacement order to be delivered to my girlfriend's address on the day of the wedding. I took the three suits that I had and returned home. When I got home one of the suits was too big. I returned the suit to the store on Friday to find the other two suits had arrived. We tried these suits on in store. The suit that was too big couldn't be replaced in the store the waistcoat and jacket were too big and the trousers were a bit baggy. We couldn't change the trousers as they fitted in the leg and waist. We were told their wasn't a waistcoat small enough so that couldn't be changed. But an emergency order would be put in for 2 new jackets the following day before 12pm for the wedding On the day of my wedding no suit jackets turned up meaning we had to rush around and find a pair of trousers and safety pin the waistcoat at the back to look alright at the front. But the back looked a real mess. Again no way of contacting the store to find out what the situation was. So not only did I have to get ready myself I had to spend time trying to chase up your suits on the day of my wedding The main reason for choosing to hire from moss bros was to make the suits a easy and stress-free option. This was not the experience I had After the wedding I took the suits back to the store told the management that the suits did not arrive and I was not happy with the service. They told me to put my complaint in on your online form on your website which I did. I went on honeymoon and I have since got back and still had no reply back from your company. I am now sending you this email as a last chance attempt for you to try and sort this problem out. I am looking for a complete refund on the suit that didn't arrive and also some compensation for the amount of stress and bad service that I received I await your reply Derek leppier”

Helpful Report

Posted 3 years ago

“Romford & General Head Office / Customer Services They have missed one of the suits I've ordered and will (as told to me) to deliver the suit before the date needed. Did I mention it was a for a wedding?! Please do not think this is a mere bitter post, this is what is happening now... Their head office is closed, therefore nobody is picking up the phone. The store can't do anything but email the hire service (useless). The customer services do not reply, or at least are yet to (regardless of urgency). They do not use their social media well enough. The suits often come with incorrect measurements and I have even picked up a shirt that is both dirty and creased. So, if you want a suit, consider somewhere else... Moss Bros, if you are reading this... CHECK YOUR EMAILS”

Helpful Report

Posted 3 years ago

“Where do I start? Staff are all nice to you until you ask them questions about an update on when we will have to pay and when they will have our suits ready. Then the staff don't care about you and say we can't guarantee we will have all the suits but you can take a chance and pay for the suits now. Our wedding was in 5 weeks and they wanted us to chance whether we would get all the suits or not. Lucky I found our suits in Next and I have saved money and love them.”

Helpful Report

Posted 3 years ago

“Horrible experience buying a suit from them They cancelled my ordered after 5 days I couldn't attend wedding Avoid”

Helpful Report

Posted 3 years ago

“Would leave zero stars if possible. Ordered a suit a month ago for my wedding and have not gotten any correspondence from company other than initial bill payment (which they gladly accepted). After that nothing even after many attempts to contact just to get a tracking number. Mind you they advertise five to seven day international shipping. Just a little bit of courtesy would go a long way but this company has none. I remember when an exchange of goods and services both parties abliged. But this company doesn't even have the decency to follow with a simple email. Will never do business with them and recommend you do the same. Will be returning the suit on principle if it ever arrives.”

Helpful Report

Posted 3 years ago

“Moss is a rip off ! I dont understand why for click and collect its not free unless I do a shopping of £35. It was never like this before so why during corona? think that's really reckless considering click and collect was normally free. You don't even offer prime delivery services in which many retail brands such as ASOS , BOOHOO, DORTHY PERKINS offer . The facts that I have to pay £35 in order to get collection free (otherwise pay £4.95) or do online shopping over £75 (otherwise under pay £4.95) is stupid especially in a time where there is corona and everyone is suffering! !”

Helpful Report

Posted 4 years ago

“Ordered several items from Moss Bros recently, always super fast delivery! When there is an issue I pop into my local store who are more than willing to assist with anything!”

Helpful Report

Posted 4 years ago

“despite me specifically detailing that i do not want my clothes thrown over the garden fence - they still do it! Although Hermes is the courier, Moss Bros are the ones with whom I have a contract, and they need to take responsibility and care about the entire contract and that they have entered into, not just the part that they fulfil themselves (and ignore the part they 3rd party sub-contract out, i.e. the actual delivery) I have specified multiple times PLEASE DO NOT THROW MY CLOTHES OVER THE BACK GARDEN today, again, i came back to find 2 bags of new clothes, sitting in a puddle of water in my back garden, not exactly the experience i paid for or would be willing to accept again. You have lost a customer!”

Helpful Report

Posted 4 years ago

“Moss bros Liverpool bold street, staff very rude and no customer service what’s so ever and the manager was just as bad no help at all . Avoid moss bro , slaters is much better customer service.”

Helpful Report

Posted 4 years ago

“I am leaving a 1 star review for the Moss Bros in Norwich on White Lion Street. We purchased 2 suits and a pair of shoes from the Moss Brothers in Leeds when we were there for Christmas. They didn’t have the sizes we needed so they arranged for us to pick up from the store in Norwich where we live. I went to pick it up yesterday. First of all, both gentlemen at the till had no smiles on their faces! Secondly, when asked if I can have the suit cover for the suit they told me it will cost £5!! I have just spent £500 and they want to charge me £5 for the cover? Seriously?? They told me it is standard policy and I know it isn’t!! Gentlemen at the NORWICH store, I will definitely not be going back!! You guys need to think long term and not short term!!! You sure have a thing or two to learn about customer service!!”

Helpful Report

Posted 4 years ago

Moss Bros is rated 2.2 based on 50 reviews