Moss Avis 

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
*** 6 May 2026 Why did Moss ask me to contact them when they will not do anything. Not sure this is good customer service..Are they trying to be seen as having customer needs at heart.. I stand by my review.

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

Sent a suit with security tag still on. A long time to respond to complaint. Will not send replacement but offering £20 voucher to have to take my time to drive to a shop which is over 10 miles away.
Absolute terrible service. Just send me a suit without security tags on. How hard is that?!?

UPDATED FOLLOWING RESPONSE
Following the response from Moss bros it gets worse!
At no point was I told a replacement was not in stock. Having gone into your website I have been able to order the exact same jacket. I have taken a screenshot shot to prove it.
So on top of horrific service you now also lie on trust pilot responses. Wow.

John Luke, he made my day extremely special.

He saved me weeks before my wedding with a custom outfit that I would never of imagined wearing.

From the confidence and the selection, I wanted to say thank you so much for everything John

Me and my now wife really appreciate everything you’ve done to make our day even more special and making me look like the groom I’m supposed to be.

Absolutely legend 11/10 in every department!

Many thanks John!

Dee

Bailey at Teesside Park store was amazing from start to finish.Had 2 appointments one for choosing and fitting and the 2nd for highly anticipated collection of custom made suits for son’s wedding. We were not disappointed!!!!
Bailey was friendly knowledgeable,professional and personable from start to finish.
The finished suits are amazing . He helped with choice of shirts and accessories so no need to go elsewhere.
Thankyou for a great customer care and experience.

What has gone on with this company? Used to be reliable and great quality but this latest seasons items are inconsistent with sizes (two items of the same product, two different colours both mens m, 3 cm difference in chest size). I also recently ordered a suit 30" trousers now messure 27" and the jackets seam at the back was twisted. They now also charge you £3.99 to return items even when they have defects but only allow returns either to store of very specific post office locations.

Avoid now not worth it, quality has vanished and their service is shockingly poor

Went in with my Son for his pre booked apt ., to the store in Chichester, Sx.,
We were greeted very well.
The guy who took care of fitting my Son out with his entire Prom outfit was awesome.
Knowledgeable, patient ,offered good advice . Measured him etc
We left feeling we had had a great experience.
Thankyou.

Went to your Truro store for some advice on what size, colour and fit of suit I needed and was helped by Phoebe. She was brilliant, a credit to your company. I told her I probably wouldn’t be buying a suit on the day and just needed a professional eye and advice on what would suit me. She told me of your bespoke service that was available at your Plymouth store, which at that time I considered it bit far to travel. But thanks to Phoebe I would certainly consider that option. Great service and patience with a smile.

Hi we went to moss today in bullring Birmingham. One staff named Tom was really really helpful he helped us throughout.
We got very confused with getting the items but Tom helped and adviced us. Very highly recommended. Thanks Tom!

I have just been into your Crawley branch looking for a nice smart fitted pink shirt. The 2 members of staff that morning were very,very helpful, allowed me try on a shirt after measuring my neck. The shirt was a great fit, the guy working also let me try a tie with the shirt as the neck was a little tight but the body was a perfect fit. I left feeling happy with shirt and pink socks. These 2 members of staff are a great asset to Moss Bros. A lot of other clothes shop staff could learn a lot from these two.