Moss Bros Reviews

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MOSS BROS
Unbelievable service at every level. Avoid at all costs. Service was so bad this is the first time I have taken the time to post a review about a company!

Avoid at all costs. My experience was not just one problem but multiple problems with service and customer service! I had problems with incorrect sizes, missing items, items ordered months in advance not being available on the big day, top hats being odd in colour, having to make 3 journeys to the store in the 3 days before my wedding, no response from customer service-I had to chase at every stage, 6 weeks between being offered refund and actually getting it.

If you have time see full details below.

1) Went to measure suits 2.5 months before wedding and they refused to measure my 5 year old nephew in Brighton despite him coming over from Portsmouth so we could all be measured together and I told Moss Bros who would be coming to the fitting. Hiring 7 men's suits, 1 junior.
2) Nephew went for fitting in Portsmouth and told Moss Bros do not do top hats for Juniors!
3) Phone head officer...no top hats for juniors...phone Brighton to complain...they do supply top hats...phone back Portsmouth...they do supply top hats for juniors!!!
4) Order suits in Brighton, Leicester and Portsmouth, arrange collection for Wed 1 July. Go to collect suits, half the shirts missing, my suit (the groom) all measurements wrong, GREY top hats all odd, father of the bride has PINK trim top hat!!! Other measurements wrong sizes. My waistcoat unavailable in correct size advised by staff brother-in-law can have the incorrect one so I can have correct one, "It'll do".
5) Go back next day to collect correct items...staff still advising they could not arrange for hats to match, the trims were a mixture of GREY and BROWN! My waistcoat was still unavailable in correct size. Staff go through order reading out the sizes on the garments to check as I cross sizes off list to ensure they are right. Big mistake...see 6. Ask for discount, informed by branch manager he cannot do anything because of previous staff with "sticky fingers" and tells me to call customer service, refuses to take up complaint with them on my behalf...I have to waist more time 2 days before my wedding.
6) Get home and my nephew's trousers are the wrong colour!
7) Call Moss Bros customer service and they arrange for replacement trousers for me to collect...third time in three days to the store! Pass FULL details of my complaint on the phone and Moss Bros advise they will look into it and get back by email following week.
8) Wedding 4 July...was fantastic (no thanks to Moss Bros).
9) 19/07 Return from Honeymoon...no email from Moss Bros.
10) 22/07 Chase up Moss Bros RE complaint using their email address on their website...no reply in three weeks.
11) 14/08 Call Moss Bros and they advised they had not received my email in point 10 and that in response to my phone call in point 7 they had sent me an email asking for details of the complaint...the same complaint I had passed all details of over the phone in point 7! I hadn't received the email due to them sending it to the wrong email address but they say I gave the wrong email address despite my email address being made up of my name, a name I have had for 27 years. THEY spelt my name wrong despite the fact I spelt it for them and it is on all documentation they have. They advised me they had received an undelivered email notification from their email to me but didn't think to call me on the phone number they confirmed they had for me or check the email address!
11) Send details of my complaint again also asking for complaints policy and how to escalate if not satisfied.
12)18/08 Received email offering refund of one suit hire (out of 8!), failed to address any of the issues or apologise for the failings, the email appeared very generic and did not advise of a complaints policy other than to write to customer services (which I had been trying to do since the day before my wedding!) no details of how to escalate complaint.
13) 18/08 replied to Moss Bros stating the offer and email were totally unacceptable and asked again how to escalate the matter.
14) 26/08 no reply...called Moss Bros, they had not yet read my email.
15) 01/09 Received unclear email advising my details would be passed to customer services manager.
16) 16/09 No response from Customer Service Manager I write a letter
17) 17/09 received email from Customer Service Manager apologising completely for the lack of service from start to finish advising me this is the sort of service they are trying to eradicate. Offer of 3 full suit hires. I felt more would be appropriate but it took so long to get this far I accepted the offer. Passed details of my card and waited for the money.
18) NO MONEY!!!
19) I complain by email, no reply, phone up to be told (again) despite a number of days passing since my email they had not got round to reading it...how many emails do they get??? 30/09 advised there was a problem with the money going through.
20) Two further calls by me chasing the money (note: never Moss Bros calling me) I was advised they would post a cheque to me and get back to me to advise when I should receive it. No call back but today 29/10/09 I got £237. It took 3 months to resolve my complaint and 6 weeks to receive the money since I gave them my card details for a refund.
I thought I was getting 3 FULL suit hires, under the circumstances I thought this would be 3 full suits including the damage waiver I paid and the tops hats with the suits, oh no. I only got the £79 basic suit hire...what does THE PRICE OF 3 FULL SUIT HIRES mean???
21) 30/10 will be another call to Moss Bros.......

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Absolutely disgraceful company. Hiring for a wedding - Wrong suits, missing suits, matching suits that didn't match. Only partial refund, rude staff, unanswered e-mails - diabolical!

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Dreadful service in every sense - they did give a discount (in the form of a voucher) but then refused to honour this when presented.

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In Moss Bros the best man was given completely the wrong outfit, you can guess how that went down, exacerbated by the offer of only a partial refund!

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My husband and his friends went into Moss Bros, waited over an hour to be served and was then told that there was nothing to try-on! (so why was everyone left waiting for an hour!!!!)
rude staff, poor service , it is a wonder anyone shops here at all.

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hired suits from Moss Bros ,will nevr set teh foot in store again. unhelpfull staff rude managment and condition of stock is unacceptable, endup geting suits frm elswear,

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Moss Bros Shirts all wrong, page boy trousers to small, loose stitching, cravats missing, i could go on but you get the idea.

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I would urge anyone planning to hire suits for their wedding or special occasion to avoid Moss Bros like the plague. My experience of the Milton Keynes branch was a total nightmare. It's not merely the fact that they were incompetent, slow and unhelpful - it's the fact that at no point did they apologise for their numerous mistakes or even attempt to pretend that they gave a flying fig about us. I won't go into specifics but suffice to say if it hadn't been such an important time, we would have ...

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MOSS BROS HIRE? What a joke. To say that we are less than impressed with the level of service we had is an understatement. Staff in the Cheltenham & Cardiff Store were rude so in turn we placed the order with Bristol. We chose Moss for our wedding because they are supposed to be No 1 on the high street in their business. The charge a premium for co-ordination whereby party members can visit the local store and get measure. Ideal we though as we are in S.Wales and some of our party members were f ...

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essentially i was given bad advice by the Moss Bros shop assistant who peruaded me to buy the whole set for a white tie event, which wasn't necessary. On top of that the cuff links that they provide are appauling, not only are they very plain, and boring, but they aren't secure and are easily lost.

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All i can say is simple - if you're thinking of hiring from moss bros. DON'T it's the most shambolic organisation i've ever know. I'd explain the whole story but i'd be here all night. Long story short - 4 vistis to get suits sorted- still not sorted - twice suits were missing - had to have one of the suits and missing parts from other suits delivered a few days before wedding as it was the only option left. Never been so stressed about something that should have been so simple - TELL YOUR FRIEN ...

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Moss Bros are a diabolical company, use only as a last resort, they charge a lot of money for a wedding coordination service so that guests can attend a local stores to be measured. This was a disaster from the outset. when the guests went for a fitting to their local branch the wedding details and order information was not on the system and seems to have been deleted, this in itself took considerable time and energy to sort out, you really dont need this sort of stress when your paying somebod ...

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I went to Moss Bros. Initial suit fitting was good, staff were very helpful. when I went to pick the suit up by the time id got it I did not have time to try it on. When I got home and took the suit out of the bag it smelt like an ash tray. I'm a very tolerant person but i felt it was borderline unwearable. When I mentioned this once I took the suit back the shop assistant seemed to lose the ability to smell and said It was fine. Eventually after ten minutes of me and (mostly) my girlfriend comp ...

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Went into my local branch of Moss Bros in cardiff, booked 10 suits paid in full for my daughter extremely happy with suits, the two staff was very helpful and made me feel confident in taking up the hire with them.

My only gripe with moss bros was when it came to measurement a few weeks later i was treated not to good to put it politely There seemed to a group that was waiting after me that seemed to get better treament, probalbly had not paid a penny yet, i did complain to the store manager bu ...

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We went to Moss in Lakeside to have a look at wedding suits, but there were none there to try and no one to talk to. We left.

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I ordered a linen jacket online in June this year and when it arrived i was initially pleased. The linen quality only seemed mediocre and thin, but i did like the slim cut of the jacket and that was what i was looking for. However, at closer inspection i noticed a nick to the inner side of one arm, the material was frayed and there was a small hole so jacket was damaged. I foolishly thought this was no problem as they offered a return and refund policy, so i returned the item for an exchange. A ...

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I feel disgusted with the service from the central hire department - goods not having been washed from the previous use. Having experienced these problems and spoken to other people we have found so many similar issues experienced by most people who have hired from them. I would never recommend them or use them again (unless i really didn't like the person i was recommending to)

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We originally decided to use moss bros as we had some of our party in London and some in Birmingham and as there are moss bros stores in both locations as well as in ours (Milton Keynes) it seemed like a good option. we went in and ordered all six of our suits 6 months before the big day, we were each told to go in to our local stores to get measured 6 weeks before. when I attended the Milton Keynes store with my two sons, we waited well over an hour to be measured it was busy and that can't be ...

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Ordered the traditional top hat and tails suit for the ushers at our wedding. It transpired on the day of the wedding that my uncle suit jacket was the wrong style to which we had ordered and did not match the other men.
He was an extra large size and they said that this should not be a problem when ordering.
I feel this ruined the wedding pictures. Felt that the staff morale was low in shop, staff member we dealt with in the shop seemed very negative towards Moss Bros. Not what you want to he ...

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Moss Bros - My husband needed the trousers shortening for our son's wedding... they appeared to be altered at the last minute by two tacking stitches at the seams. They looked as though they had not been pressed, and needed further stitching at home to be even remotely satisfactory for him.
There was no waistcoat in my husband's size, so he was given a backless (and sideless) waistcoat. We felt this was totally impractical, and definitely could not be worn without the jacket.
The shirt was a poo ...