Moss Reviews 

Fantastic service in the Preston branch today!

Ordered something online, didn't appear for two weeks, then was told it was 'lost in transit' - which I find difficult to believe as Royal Mail tracking said they never received the parcel.

Prompt refund from customer service is the only reason it's not a 1 star. Sort yourself out Moss.

AP at the Preston store was brilliant, clear with the hire process, options available, recommendations
Highly recommended

Thanks Akbar, massive help! You did a great job helping me find the perfect suit for my event, you knew just what I needed and gave great styling advice.

Online ordering is brilliant. I've had several suits and items all of which were delivered really quickly. Unfortunately, my latest order was shown as delivered by Royal Mail, but it wasn't delivered to me. No problem, Moss asked some questions, contacted RM and then gave me a full refund, no quibbles. Great service.

York Designer centre Mccarthur Glen. Moss Bros. Just been shopping here and received what I believe is fantastic service from all the staff. Very impressed. Felt very much like travelling back 50 years to receive the kind of attention that was common in those days. Thinking about it, today’s experience would have been classed as exceptional even then.
Well done Moss Bros. Definitely recommended.

I'm a large guy who doesn't come suit shopping often. My father in law died and I need a nice suit for his funeral. The staff were measuring up some men before me so I waited with my wife. The guy measuring then passed me to his colleague because they didn't have my size in stock. The second man proceeded to try to sell to me call me love and when I requested to know my size he looked at me and said sizes that I know are wrong. Not even trying to measure me with a tape! I'm now furious that I have driven all the way from Corby to specifically get measured and these people make me feel like crap. They need sacking for driving customers away!

Superb service they know what they are talking about and get something that suits you.

I ordered a custom made suit and spent well over £500 to get it, only to have it split on my wedding day. When I complained about this, Nicole at customer services said they would repair the fault, but offered no compensation for this embarrassment. I am thoroughly disappointed at this abysmal service.

I’ve been shopping at Moss Bros for over 10 years, including purchasing my wedding suits from them. A few days ago, I bought a suit jacket, which I later decided to return after changing my mind and choosing a different one from Moss instead. Naturally, I ordered the new jacket online and went into the store to return the previous one.

Before even checking the receipt, the lady at the counter (wearing a headscarf) began inspecting the jacket suspiciously — despite the tags still being attached and the jacket never having been worn. She disappeared for several minutes to “speak to the manager,” and when they both returned, they refused to process the refund, accusing me of having worn and used the jacket.

They claimed it had creases on the arms and a perfume scent. The gentleman, presumably the store manager, was likely smelling my own cologne, as I was standing right next to him. My wife and I smelled the jacket ourselves — it had a completely neutral fabric scent. I even asked others to check later, and everyone agreed it smelled of nothing.

I explained that I had purchased the jacket from the Manchester store and that any slight creasing could easily be from travel, as I’m currently on vacation. Despite this, both staff members remained dismissive. I felt humiliated and insulted to be accused of returning a used item when it was clearly in brand-new condition. The manager simply said, “I can’t do much — would you like me to place the jacket back in the bag for you?”

The lack of professionalism and basic customer service was shocking, especially from a brand I’ve trusted for so many years. Because I had budgeted for only one jacket, I told the staff I would not be taking the new one I had ordered, as I could no longer return the previous one.

Later, I visited the Kingston branch, where a lovely Albanian gentleman and the store manager assisted me immediately and processed the return smoothly without any issues. This clearly proved that the jacket was unworn, unscented, and in perfect condition.

My question to the Colliers Wood branch staff is this: how could I have worn the jacket when there was still a large front-facing tag hanging on the button placket? It’s unreasonable — and frankly insulting — to suggest otherwise. If the jacket was truly “worn,” why didn’t the Kingston branch reach the same conclusion?

Unfortunately, due to this horrible experience, my perspective on a brand I once loved has changed completely. I will now think twice before buying from Moss again.

Amin Croydon branch 5 star service from the moment we went in the door.

Delivered the wrong suit, had to reorder and pay for again - customer support couldn’t reorder the suit even though they got it wrong. Go figure

If I could give Moss a zero review I would. Delivered completely the wrong suit to what I ordered for a wedding. Customer services were atrocious. Apparently a £42 refund for a £200 suit hire will resolve it. Bullet dodged as I was going to use moss for wedding suit purchase and hire of 10 others for my wedding but now I’ll go elsewhere. Avoid at all costs.

Extremely disappointed with Moss. I ordered trousers in my usual 32R size, but they were clearly smaller than all my other Moss trousers. When I raised this, customer support refused to acknowledge any sizing inconsistency and hid behind their returns policy because I had removed the tags.

I wasn’t asking for a refund — I wanted them to check if there was a manufacturing or sizing issue. Their response felt dismissive and unhelpful. After years of being a loyal customer, this experience has really damaged my trust in the brand

Moss Bros has shown me the worst customer service I’ve ever experienced in my entire life. I bought a pair of trousers that shrank after one dry clean, despite following the care instructions. I reported the issue within 30 days and was ignored for weeks. When they finally replied, Moss demanded an impossible dry-cleaner’s report, then claimed “no shrinkage,” yet admitted no inspection report even exists. They provided zero proof, no measurements, and no transparency. To make matters worse, they shipped the trousers back to an address I no longer live at, even after I clearly told them not to.

This company hides behind policies, ignores customers, and refuses refunds for clearly faulty items. Their “leadership team” supposedly reviewed my case, but if this is how Moss handles legitimate complaints, it says everything about their standards.

Appalling communication, dismissive attitude, and a complete lack of professionalism.

Avoid Moss at all costs. They do not care about their customers, and they do not honour basic consumer rights.

I purchased a suit from the Moss Cardiff store and asked the sales assistant to put the receipt in the bag — but he never did. I later travelled to another city and wanted to return the suit as it wasn’t right for me. That’s when I realised the receipt was missing.

I contacted the store, but they were completely unhelpful and showed no care or responsibility for their mistake. I also emailed customer service and received an even more disappointing and dismissive response.

This has been one of the worst shopping experiences I’ve had. Avoid this shop at all costs – the staff are unhelpful and the customer service is terrible. If you’re looking for quality service, I’d recommend going to TM Lewin or ordering from reputable retailers online instead.

Bought shoes at the Cheapside store on 2nd October. I wasn't sure about the fit as they didn't have my size, but the assistant said I could take them home to try and return them if they weren't right. That's the only reason I went ahead with the purchase.

Tried them on properly at home (on soft carpet, thick socks) and they were completely the wrong size. When I returned them a few days later, the manager refused, claiming there were signs of wear. He literally pointed to the seam where the sole meets the shoe as evidence.

I contacted customer support hoping they'd sort it out. They asked for photos, I sent them, then they just backed the store's decision anyway. They wouldn't escalate to management and suggested I should go back to the store to get the original assistant to confirm what they'd told me - ridiculous!!

The staff member made me a promise to secure the sale, and the company won't honour it. I'm now doing a chargeback through my bank. Honestly, just go for Clarks - can't trust Moss anymore and they clearly know their shoes are substandard which is why they're not willing to stand by them.

The Norwich sales manager has a very interesting approach to customer care. I certainly haven't experienced anything quite like it before.

Had my suit a few weeks now, along with some accessories, wore yesterday to a wedding and very pleased overall. Delivery time was good, came in a bag and also, when I returned a few items to change size, the whole refund process of changing sizes, then being collected and a good delivery time back; just meant the whole process was very easy if like me you left it a little last minute. Easy recommendation of Moss from me, would buy a suit from again!

I bought a top, took it home, and ironed it as you do, as it was creased from being folded. Found a small hole in the seam. Returned the item to the shop, they said the item looked like it had been worn, but as I told them, it hasn't. So I tried customer service, what a waste of time that was. They just tell you the same rubbish and that they can't overrule the store's decision.
I purchse from Moss Bros quite frequently but after this experiance I may look elswhere in future.