They have taken more money than I agreed on checkout and now refuse to refund

BEWARE getting nowhere with a refund from Moss Bros, just being asked 101 questions and no mention of when I will be refunded. They keep saying I have been refunded when I have not been FULLY refund, still owed over £250!

I tried to exchange a pair of trousers (bought as part of a full suit) and thus entered a 3 month ordeal of attempting to track the elusive Moss Bros customer service team. An epic quest unfolded as I sought answers from anyone loosely affiliated with Moss, but alas, that pesky customer service team was always one step ahead - ducking and dodging calls & emails at every turn. Finally, 3 months later, a haggard and weathered version of this weary, suitless traveller cornered a customer agent. Like a James Bind villain outlining their plans already in motion, the agent cackled that the item was now out of stock. And now, I begin a new adventure, in the hope of seeking a refund. My hopes are low. Journey on curious soul. If you are reading this, much better suit suppliers await you far from the evil grasps of Moss Bros.

Spent over an hour trying to hire a suit online - kept returning errors despite all information being filled out. Then tried to go into the Croydon store to hire the suit, 3 staff on the shop floor, 1 serving a customer, and I was told to wait 10 minutes to be seen! Went to Debenhams, far better service

Went to Bluewater store to buy suit for son. Staff disinterested unprofessional and lacking any sales advice or support. Purchased a suit which needed trouser alteration which I paid for. When went to collect said item on the day and time requested was told it was not ready till the following day. No apology or explanation other than one sales advisor saying the alteration team were too lazy to do it. On my insistence that they were to honor the agreement made, they subsequently returned with the altered item. Which leads me to believe that neither sales staff or alteration staff could be bothered to look for it. Disgraceful service. Such a shame great products but will definitely not be returning to Moss Bros!!!!

Sloppy measuring at first session. Only one of five suits fitted first time. Replacement suits only available after 3.00 pm two days before wedding. One suit inadvertently returned to warehouse. One tie had a black felt tip mark on front. Supposed to be sending missing suit to venue tomorrow, won't hold my breath!! Whatever you do DON'T use Moss Bros.

Strongly recommended not to use the Leicester store. They are incredibly rude and unhelpful

After being warned by a friend not to use Moss Bros for wedding suit hire, we decided to go ahead. As the family were split between Oxford and Wakefield we found a branch in each city, Oxford branch at Carfax .and X.Cape outlet Castleford. Staff at both branches were helpful at the initial measure up stage, after that it went down hill fast. There were mix ups with measurements between stores, a complete communication breakdown. The groom duly picked up the suits from the Castleford outlet Thursday 13th April assuming all was ok. How wrong could he have been, shirts/trousers/jackets both adult and child were either to small or to large. The groom on visiting/contacting the Castlford branch was confronted by an extremely arrogant member of staff who's prompt reply was we cant do anything about it as it is Good Friday. Both sister's of the groom had to purchase new child white shirts/trousers from the local Morrisons at cost, the brides father had to drive from Wakefield to Castleford as luckily there was a pair of trousers off the peg in his size. All in all rubbish service/staff and will be demanding some recompense, WATCH THIS SPACE. Father of the groom. OXFORD

We are not awkward people but 2 of us and wives went in to get a fitting for my daughters wedding to sum up Rude, Disinterested, Inept staff in fact I thought we where being filmed for a stunt simply THE WORST SERVICE WE HAVE EVER RECEIVED also we are very worried as so many mistakes where made on the paperwork if we will ever get the suits AVOID MOSS BROSS AT ALL COSTS CUSTOMER SERVICE DID NOT EVEN PHONE ME BACK

poor service, attitude, wrong size suit which was hired

all company is cheat. there cloth material is cheap you will find better quality and price in Primark. moss bros expensive than Burberry. Please do not enter moss bros.When I went to exchange they did not exchange I have to complaint to trading standard department.

Wanted to hire a suit for my wedding. They measured me and everything. Had to pick up the suit the day before wedding day to find the size was too big and didn't fit right. Page boy suit was also too big and didn't fit. Moss bros refused to do anything! Ended up BUYING a new suit for my wedding day! They are stressful to deal with and do not care about their customers. Spoke to the manager at the branch after my special day to be told that there nothing they can do and will not refund anything back even though I did not use the suit and had a receipt to prove this. They are so rubbish and I wish I paid a bit extra and went somewhere else. Moss Bross almost runied the big day!!

Moss bros website is rubbish and does not fit for purpose. Customer service agentLEE are rude, incompetent, cannot sort out queries, cannot keep up promise and finally they take your money. My first and last experience with MOSS BRO online service, never again.

Was buying my third suit from moss. V Happy with the first two. Ordered on 1st Jan and 5 weeks later after many frustrating emails was told they had lost my suit and then another week or two of terrible customer service replies I was told I would get a refund. Two weeks later no sign of any refund. Amazingly bad customer service.

Very rude and unhelpful people! Don't buy from this shop because if you want to return something it is a nightmare!

Shirts had stains on them (collars, sleeves etc) Waistcoat fits for everyone were not good and all appeared too small Considering cost of suit hire this is very poor

We ordered four suits from the Liverpool St shop for our wedding. Over our visits, half of the staff seemed competent, half didn't. But the whole company is a joke. Over four suits there were three major mistakes. We provided exact measurements five months before the wedding, double checking nearer the time. Still, we found out that the trousers for the two dads and the best man were "long" when the measurements meant they should have been "short". We picked up on the mistake ourselves on paper and this was rectified...still, when the best man and my husband's dad went to try...The trousers were "long" and therefore too long. They had to send for short ones to be delivered later. Still, we had time and it was ok. The worse came as my dad (bride's father) arrived in the UK three days before the wedding. We picked up the suit and then realised that the waistcoat was at least three sizes too small. The rest fitted perfectly but the waistcoat would have fitted a schoolboy, not the large man who fitted in the large shirt and jacket they had provided. We wouldn't have thought they would make such am obvious mistake. We were leaving the following day for the wedding, 2hours away from London. In the morning I called the customer service at 9am and a lovely lady (who didn't apologise but fine) said a new waistcoat would be delivered at our home before noon. Even two waistcoats to make sure one would fit. I gave the measurements again to be sure and waited. Nobody came at noon. A long list of phone calls ensued while we were waiting with the car loaded. Every time a new person told me the delivery van was ten minutes away, stuck in traffic. Once, twice, three times. At 1pm I tried to tell the person on the phone that this was becoming very stressful and they hung up on me! At 1.30pm the van finally arrived. And guess what... Both waistcoats were still too small! I called again and I had the first and only "sorry about that", which was really appreciated. They said they didn't have anything bigger in stock and didn't seem to think it was unprofessional to have nevertheless accepted an order five months earlier if they knew they couldn't fulfill it. I finally had a man on the phone who said they might have a backless one which could work. Hurray! But, I said: it was now 2.30pm, we needed to leave, all our guests had arrived at the venue and we hadn't departed yet! The wedding was the following day in the morning and we were late for the small rehearsal of the evening. Moss brothers offered to deliver to our venue that evening but first wanted to charge us. True, it's a two hour drive but they made the multiple mistakes! Still, they eventually confirmed this would be free of charge. Last but not least: they eventually delivered the waistcoat, if delivered is the word: someone working at the venue (a mansion with wide fields with sheeps etc) found a small cardboard box dumped between two sheeps, over the wall of the property. No name, no note, nothing. They opened it before throwing it away and realised there was a waistcoat in there and brought it to me. Unbelievable!! So in the end it worked fine but the level of amateurism and lack of care is beyond belief. There are a fee competent people in there but the company itself is appalling. Clearly they know they're making their money out of people coming for a one off event and don't care about keeping or even pleasing customers. Avoid at all costs!

Never go there again (Moss Bross Horsefair), one staff member particularly awkward - Ch**s? Go to Cribbs, at least you can park close to it.....

absolutely disgusted in the service and standard of the suits my wedding was recked due to moss bros and still ent got nowhere with it if your getting married I strongly dnt recommend this company as it went badly wrong for me and it's messed my day up massively and still fighting my corner today with no refund yet given just a simple sorry.never felt so let down when you had such high expectations of a store I ent one to complain but I will do on this accasion as my big day that was ment to be perfect was taken away from me by this company suits didn't fit and also didn't match dnt even want to rate them the one star as I feel like that's being to genrous

Moss Bros, Kingston review Wedding suit hire is unbelievably incompetent and set up to fail. In 2014, I hired my groom's suit as well as my 2 best men's suits here. Worst mistake ever. Waiting times and queues were atrocious (typically 30-45 minutes long) although there were at least 3-4 sales staff who were not attending to anyone. The hire staff appeared ill-informed or untrained, unable to answer many of my questions, including when our suits would be ready to pick up, if the outfits would be the correct size, and other basic matters. Due to my weight loss, I had 3 fittings and they still managed to provide trousers which were too short the day before my wedding. I did want to pick up my outfit a few days earlier, but they didn't have enough stock to do this! One of my best man had to come back the morning of my wedding to pick up my adjusted trousers. His jacket was still the wrong size though. We spent a lot of money on terrible service. I will never use them again. I'd prefer a smaller chain / independent shop.