Moss Avis 2 580

Michael in Manchester Arndale very helpful even though new to store
Wish him well

We went to Westfield shopping centre yesterday to buy a Suit for my Son. We randomly went inside Moss to have a look.

We met Sarah, who was a friendly, helpful, informative, experienced and a highly professional Staff member. My son is a shy and quiet natured fine young man and Sarah guided us throughout our shopping with amazing patience and made our first Suit shopping experience stressfree and wonderful.

I would like to say Thankyou to Moss for hiring such a lovely and knowledgeable person in their team.

A huge big Thankyou to Sarah at Westfield shopping centre for helping us out with so much care and respect, such a sweet and polite attitude and impeccable manners.

We went for a Suit and also bought a few shirts, again for which Sarah helped us out with so much attention to detail. We have been looking for a Perfect fit since a while. I found that the fitting of Moss formal shirts is just fabulous.

Moss would be our go to place from now on for my husband and both of my sons.

Thankyou Moss and Thankyou lovely Sarah.
Sarah, you are a Star!!

I really wanted to like shopping at Moss Bros as the clothes and especially the shirt quality are genuinely excellent. The products themselves are a big reason why I’ve returned multiple times, but unfortunately, the staff experience has been consistently poor across different stores and has now put me off going back.

The team members often don’t listen to customers, seem disinterested, and make you feel like you’re an inconvenience. On my most recent visit to the O2 Arena and Westfield Stratford branches, this was particularly bad. They sold me items but refused to provide a receipt on the spot, simply telling me I’d get an email when it was ready for collection. No explanation, no apology for the inconvenience.
I also had to wait around 15 minutes just to get a shirt in the right size, with very little effort from the staff to help or check stock properly. It felt like I was bothering them by asking for basic service. From what I’ve seen and witnessed, multiple customers have had similar experiences with certain teams there who seem to treat shoppers as the enemy.

Everyone is wondering how long Moss Bros survive like this.

Moss Bros has the potential to be a great retailer thanks to their product range, but the indifferent and sometimes rude staff completely undermine the experience. Strongly recommend improving customer service training, especially at the O2 (with some exceptions) and Stratford location (probably the whole team there needs training although I believe their team culture is so bad that maybe replacing the entire team would the right choice).

Sent spam letters to my home address months after ordering, even though I opted out.

Do not use Moss from Cheapside London branch to hire a dinner jacket, as their customer service is very poor . My wife became ill and i wasn’t able to attend the event i hired the suit for . But , despite giving Moss 3 days notice of this situation they would not let me cancel and have charged the full amount of £150.

From the moment we walked into the shop the service was excellent, we went to the Dalton park store and was served by Brandon , He took his time to help sort a prom suit for my nephew and advised on the best suited for him , he was really knowledgeable and put my nephew at ease , would highly recommend a visit to this store and will certainly be returning in the future

Less than a month ago i visited the shop to purchase my suit.I have a very great experience and received the best customers service from the guy who attended to me ,he was so friendly and helpful..Yesterday i visited the shop again because of the great service i got last time,but i had a very disappointing experience, the shop attendant ignored me while attending those who came after me...Even when i went to the till i had to wait there without being attended to....Today i visited the shop again for my trousers ,the guy who attended me last time was there ,i really felt welcomed ..The guys is very patient and friendly to customers.

I had an extremely disappointing experience with Moss Bros and their customer service team. The entire interaction felt rigid, dismissive, and completely lacking in basic customer care.

Despite raising a reasonable concern, the response I received was a copy-paste of policy wording with no attempt to understand the situation or offer any practical solution. There was zero flexibility, zero ownership, and no effort to resolve the issue in a fair way. The tone of communication made it clear that once a deadline passes, customer satisfaction is no longer a priority.

What stands out most is the lack of discretion. Many retailers take a balanced approach when dealing with genuine cases, especially when items are unused and in resalable condition. Here, there was no willingness to even consider an alternative such as exchange or credit. Instead, the response relied entirely on policy as a shield, rather than using judgement.

This experience reflects poorly on both the brand and its customer service standards. A company that focuses only on enforcing rules, without any regard for fairness or customer experience, risks losing long-term trust.

I would strongly caution others before purchasing, especially if there is any chance you might need support after the sale.

Great quality.
Great value for money.
My default go to for work shirts and shackets..

I phoned their customer helpline. You cannot contact any store directly (like John Lewis same problem). The chap could provide no information on mens suit ranges and could not advise in which store actually had any stock. The help line simply gives you the address of your nearest store. Pointless !!!

Bought a suit , tie and accessories. Had gone to same shop 3 days in a row could not get size, sales staff advised me l can come back and exchange or get voucher to go to different location. Phoned them to say l need alteration as they did not have right sizes, Was told £40 for jacket and £16 for trousers. l requested to get voucher instead . When l went in to drop of suit, the sales woman /duty who was on duty refused to honour that. I had the tags off but they were in the suit . Even though she admitted that l was not given the correct information ,she said they would not take suit back or alter it at no cost. The staff l dealt with were not on duty, and they were very good and proffessional . Would not say the same about the on duty manager who was from the Gretna branch. She mentioned l should have checked the receipt as terms and conditions were there. Even though it was an ereceipt. NEVER ACCEPT YOUR RECEIPT TO BE EMAIL BY MOSSBROS read the small preint especially if buying for an occassion. EDINBURGH

I visited Edinburgh store last week and had great service from Katie- She seemed confident with the product and didn’t pressure me too much. I got a tux for my ball and felt great walking out, great enthusiasm and top service from Katie and the rest of Edinburgh crew. Will be back

The bibbing on one of my groomsmen’s tuxedo shirts only went halfway down his torso. Told customer service about it and they claimed that was the style, despite that not being the case with any of the other groomsmen’s shirts. Told they wouldn’t do anything about it 3 days before my wedding, and I had to solve it myself. Do not use Moss for suit hire!!!!

I would just like to give some positive feedback for Ryan at your Rushden Lakes store.
Having been invited to my first black tie event I have never had to lease a tux before so was quite nervous.
But Ryan approached me immediately and made the whole process quick and easy, helping me feel confident in my choice.
Great customer service and a great attitude.

Their business model is to provide poor quality items and not accept returns.

Purchased two merino zip jumpers in January and they have shrunk - I've followed the cleaning instructions as per tag, I'm not new to this.

Fault is with Moss Bro's and there are multiple online reviews stating the same issue too with the selection. Customer service offered a gift card for the full amount, but as there is no alternative style I want, I'd have the same problem again. When I declined and asked for a refund instead, the case was quietly closed and the items were returned to me without any proper explanation or follow-up.

I had an issue 2 years ago where I purchased 2 identical shirts in Oxford Street but the sizing was different, when trying to return the Stratford Area Manager was just rude and refused to accept the return despite me showing the issue quite clearly.

I've only had these issues with Moss Bro's labeled products, their items are poor quality, customer service poor - avoid at all costs.

We bought ties and pocket squares that was quite considerable amount of money £200 worth the sales guy asked if we wanted it delivered to Home or the shop we had it delivered to our house but still awaiting delivery two weeks on the courier is now telling me they’ve sent it back to Moss. But we have an ad confirmation that the refund has been put on my partner‘s card. We contract the parcel now and I have asked in an email for moss to help track our parcel down, but no one has come back to us we want for refund we do not want the goods no more service is not very good if you’re going.

Bought suit in store, salesman agreed to alter length foc if required once tried on at home with shoes. Returned to shop, different sales staff refused to honour agreement. Very short sighted and awful customer relations. Be sure to get agreement in writing with this lot.

Went in to the Chichester branch on Good Friday to purchase a pair of black suit trousers, having damaged the previous pair. Approached one gentleman to explain what I needed to be met with 'well, we haven't sold that in ages but I'll see what I can do'. Gentleman then disappears for around five minutes.

On his return, he approaches two staff at the front desk - one male, one female - to discuss a wedding suit fitting taking place upstairs. As he starts heading upstairs, male behind counter asks 'if he's serving the gentleman (myself)' - his response was along the lines of 'I'm really busy right now...'

Gentleman behind the counter then offers to take over, approaches me and asks what I require, whilst simultaneously listening/talking to the other gentleman, still venting on the stairs. I start to explain what I require, and he then looks at me and mouths 'FFS'. For a third time, I then explain what I am in the shop for (bearing in mind I had my 4 and 11yr old with me) to again be told we haven't stocked that suit for years (yes I know, I came to Moss as I hoped I'd get a close match to the original jacket!).

Eventually, two pairs of trousers were found, tried on and one pair purchased, however on purchasing, a debate then ensued with the second gentleman and the lady to decide on who was putting the sale through - I assume for commission.

All in all, a pretty laboured process and one that puts me off returning. I came to Moss in 2013 to purchase my entire wedding parties suits but would go elsewhere now. Not what it used to be which is a real shame.

I just had a great shopping and service in Moss in Tottenham Court Road branch by Diana
Thanks very much Diana for your great service

Kieran from Salisbury store was so attentive and knowledgeable with helping my son choose a suit for his wedding today and for his brother also . He is an asset to the store and made the whole experience stress free and enjoyable . We really appreciated his help