Moss Avis 

Bought two suits from Moss Bros. I am a regular customer but tired of the company using poor couriers to deliver their quality products. This time it was Evri who delivered to the wrong street , confirmed by Evri , who also delivered the parcel before mine and dumped under a bush in the pouring rain and the wrongly delivered the parcel after mine , not to be seen again.
Regretfully Moss Bros have been very poor with customer service and don’t appear to be sorting refund or replacement (stated only if not using Evri). I have received no reply in 4 days after 3 emails I've sent them and feel frustrated , regretfully poor service and even worse at sorting problems out. Be very careful when buying from this company.

Sady was amazing!! So helpful we shall definitely return.

Bought a cashmere jumper from Moss and carefully washed it according to the label instructions as I know this type of material is delicate. After also drying it carefully I was gutted to see the jumper had become really stretched and is now unwearable. Contacted support but was dismissed as too much time had passed since I bought it. What happened to customer service at Moss?! It used to be brilliant and now it's all about cost cutting.

*UPDATE - They've replied to my review with empty words about sharing my feedback with the team.

I thought I might get lucky with fourth order of shoes.
Actually had a delivery but upon opening, realised that the shoes were not new.
Left review and photos.
Generic response from”Nicole”. Email to discuss the issue. Waste of time.
Again, no offer to replace the item. Apologies for my experience but no admission on the failings of Moss.
You’ve only got to look at the reviews on this site to realise that Moss are losing customer loyalty.

I went onto the moss site in December to buy a gift card. I found I couldn't designate the amount and had to chose two,predetermined, amounts approximating to the sum I had in mind. When the recipient recently tried to purchase an item on-line he was informed that he could only use one card for one transaction. So they had devised a system not mentioned in the t&cs whereby they could force people redeeming to spend more as of course people when using a voucher tend to pay the extra for the item instead of gettingone for the exact amount. A cynical ploy in making people doing it at least twice.
Raised this by complaint to customer service and got the reply yesterday 'I am sorry for your experience' etc. No addressing the issue, just pointless.

We were looked after by Hamza, top class experience from start to finish. He was very polite, professional and most helpful. Wembley outlet store😊

Worst customer service i did order online for collection from Birmingham Nee street its been 3 weeks received an email saying order is ready for collection been to store twice they said they didn't receive the order and refused any help and said its not our responsibility contract customer services which i did and been told the order is in the store rang the store again and been told same thing again the didn't have the order contact service again no response and after 48 hours i called them again and they said store sent us en email saying they have half of the order without an apology or any explanation wouldn't recommend anybody to do shop online with them. I wish if i can give them less than 0.

Brian at Fossee Park Leicester was attentive patient and offered solutions around fitting and styles.
Pleasant welcoming attitude.

I placed a store collection order with Moss Bros on 2 January. The item was dispatched the same day and Royal Mail tracking shows it reached the local sorting office on 5 January, where it has remained ever since with the status “item retained”.

Despite the tracking showing a clear issue, Moss Bros have refused to contact Royal Mail to investigate. Instead, they have said their process is to wait 10 days from the last tracking update before taking any action or issuing a refund.

This is a store collection order — the item has never reached the store and has never been made available to me. As the retailer, Moss Bros are responsible for ensuring the goods reach their store and for dealing with their courier when delivery fails. Expecting the customer to wait indefinitely while no investigation is carried out is unreasonable.

The lack of ownership, poor communication and reliance on “process” rather than resolving the issue has been very disappointing. I would expect far better customer service from a retailer of this size.

I would not recommend Moss Bros based on this experience.

We are buying suits for multiple weddings this year. Jessica (in the Harrow-on-the-Hill branch) was incredibly helpful throughout the process. Providing loads of advice and opinions that really improved our sense of style! She was really friendly and approachable!

I bought a suit online but they only send me the trousers because they said they made a mistake and suit jacket was no longer available, even though it was available when I ordered and I even got an order confirmation. So instead of telling me that the suit was no longer available and asking me if I still wanted the trousers, they just sent me the trousers and if I dont want them I have to return them my self. Thats the poorest customer service I have ever seen in long time! Next time its gonna be shopping from Hawes & Curtis, Charles Tyrwhitt or T M Lewin!

To be fair, the quality of the products is exceptional, but never try their ‘click & collect’ - if you order 2 items, they will be sent to the pick-up point in 2 different packages and one of them surely will be never be found. I received a jacket without the matching trousers and they wont care about you at all!
My order reference was 6926474

I bought a suit online and collected it in-store — no issues at that point.
When I got home and tried it on, it was clear the trousers were too long and the jacket was too big, so I returned to the store a week later.
The sales assistant immediately questioned why the jacket tags had been reattached. I explained that this is exactly how the jacket was delivered to me. They then claimed the jacket-vent stitching had been removed — again, this is how it arrived. Despite this, they refused to refund the jacket and told me to contact customer service because it was “no longer in new condition.”
The trousers were refunded, but only after the assistant literally smelled them to check whether they’d been worn to an event. The tags were still pristine, yet the scrutiny was excessive.
I contacted customer service, sent photos, and explained the situation. They acknowledged the details but still repeated the same line: the jacket was “not in new condition.” Since I can’t prove it arrived that way, I’m now stuck with a jacket that doesn’t fit.
Moss needs to seriously review its stock control and quality checks. Selling items in questionable condition and then refusing refunds is unacceptable. Don’t assume that buying online means you can simply return in-store without hassle.
For contrast, I returned several items to M&S — everything was refunded immediately, with no interrogation or forensic inspection of tags and stitching.
The takeaway is simple: next time, I’ll be buying from a retailer that actually understands customer experience.

Visited the Moss Store in Winchester today. What a lovely store. it was warm and welcoming on a cold winters day. The sales staff available for advice without being in your face.

More of this please Moss.

I purchased suit in Moss Bros. In Crawley.
Mr Shahid was extremely helpful and I think he is excellent management
I give him 5 stars

I needed to rent a Dinner Suit for a wedding just before Christmas, and it was quite short notice, but the staff at Brent Cross were very helpful, telling me that I had enough time to get measured and order it for the big day.
When I went for the final fitting, it was discovered that the shirt was not fitting right. Even though time was running out, I was told another shirt would be sourced for collection in 2 days. Darren went the extra mile by going to collect a shirt from another store, and called me the next day to let me know it was ready for collection. It's rare nowadays that "extra" customer service is offered (especially in a busy Christmas season), so Darren gets 5 stars just for that.
The wedding went very well, and I was dressed for the part.

I purchased a £259 suit in September. After less than 25 wears of said suit in the 3 month period to now, the trousers have warn through. Although not advertised as a suit for 'infrequent use', I am being told that this is in fact the case. I suggested a solution, and I have been told that 24 wears of a £259 suit is an acceptable amount of useage until it fails.
This suit has cost me £10.71 each time I have warn it.
I have other, cheaper, similar material suits that I have owned for 6 or 7 years, and warn weekly - still going strong.
Moss's rebrand seems to have also rebranded their customer care to be more inline with the typical high-street retaler.

Possibly dishonest product ratings. According to images from Visual Ping which I have set up to monitor some moss items for changes in pricing. Some of their product ratings disappear from their product after they have been live. If Moss are doing this it could be in order to make the products look more highly rated.

I took a T shirt back to Moss in Fosse Park Leicester
today 14/12/25 that I have had for several months because it had developed holes where the label is. I was not asking for a refund, just hoping they might be able to help in some way.

From the moment I put the T shirt on the counter, the lady serving me had a horrendous attitude. Before I had even finished explaining, I was bluntly told “that is old, you bought that last year” which was not true. Being spoken to like that straight away makes you feel really valued as a customer.

I was then asked for the receipt. I explained it was an electronic receipt and asked if they could bring it up, only to be told she did not think so. If they cannot access electronic receipts, what is the point of them.

I was told they could not help because it was too old. At that point I asked if they could dispose of it for me as it was completely unwearable. She said it would need to be cut up and then repeatedly asked if I wanted to give it to someone else. I clearly explained more than once that it had holes in it and was unwearable, and that I just wanted it disposed of. It took several attempts before she finally accepted this, and throughout it felt like she was doing everything possible not to help.

I have been a loyal Moss customer for years, but after this experience I walked into a different store and spent my money there instead. I will not be going back.

Very poor quality, zero customer care, and no support when something goes wrong. Think twice before buying here.

Terrible experience at Moss. Wembley outlet store,

The service here was unbelievably rude from the moment I walked in. One staff member in particular, Abid, behaves as if he’s a manager when he isn’t, and his attitude was extremely judgemental and unprofessional. The whole interaction left me feeling uncomfortable and disrespected.

I will never be coming back here, and I’ll be telling others to avoid this store so they don’t have to go through the same horrible experience. Absolutely unacceptable.