Moss Omdömen 

What great service from the lincoln shop. Booked a fitting online, they contacted me a week before to ensure i was still going and to ask a few finer details to help the in store experience. I ended up ariving 15 minutes early which was no trouble at all. Everyone in the shop was fantastic I had my little boy with me and they were so helpful even more so Ash was fantastic who did the fitting, for such a young chap he had a wealth of knowledge and great customer service skills. An absolutely faultless experience. Would recommend to all. Big thanks Ashdon you were a true gent 👏

I rarely leave reviews, but my experience with Moss Bros has been extremely frustrating.
I ordered a matching set of trousers for a wedding party. One pair was later confirmed by Moss as lost and is now out of stock. Although the cost of the missing trousers has now been refunded, the loss means the rest of the matching set — including trousers that were tailored — cannot be used as intended.
Despite multiple emails and escalations, Moss continue to rely on their altered-items policy rather than addressing the fact the order was not supplied in full.
This has caused unnecessary stress during wedding planning and remains unresolved.

Usually dread the choosing and trying on clothes but Molly at Moss in Brighton was so helpful and went out of her way to allow me to find the right pair of trousers! Thank you well recommended.

My experience at the Chelmsford MOSS branch was a mixed one, and unfortunately, the poor customer interaction overshadowed the product. I went with my fiancé for a custom suit as the groom. From the very first interaction, the lady I had the appointment with shook my hand but completely ignored my fiancé's hand, which was clearly extended. It was incredibly rude. While the process of picking fabrics and suits was enjoyable, the experience was ruined by the fact that this same lady repeatedly talked over my fiancé throughout the appointment. This made both of us feel incredibly uncomfortable and disrespected. For a service that is supposed to celebrate a couple's special occasion, this level of behavior is unacceptable. I hope this feedback helps you understand what needs to be worked on.

Very friendly and helpful assistance was given to us by Emilis at Moss Bros in Colchester. Nothing was too much trouble and he was so polite and very attentive providing great advice. Thank you , Emilia.

My suit was stolen in transit via the Evri Network and Moss Bros refused to accept that I had not received my order. Despite numerous complaints and contacts with their customer service team, the business all but openly called me a liar and refused to issue me a refund. I have been forced to dispute the transaction with my credit card provider because Moss would not honour my rights under the consumer rights act. I would wholly encourage anyone reading this review to shop with a competitor of Moss, their customer service was incredibly unhelpful and unwilling to take my word despite the long purchase history on my account and photographic evidence.

I would avoid this company. I ordered a suit for my husband. The trousers came with the bottom area worn out and balled. He wanted this for a wedding but was so disappointed in the quality and how to arrived we sent it back. Despite letting the company know via their online portal and sending photos that the trousers arrived in this condition, they then initially refused to refund the trousers as they were returned without their labels. I had to phone their customer service department and explain the situation and thankfully they did then refund the amount. It has left us out of pocket as we had to buy a suit locally instead, and are still waiting on this being refunded (initially ordered around 3-4 weeks ago).

My experience with Moss Bros regarding a recent return has been extremely disappointing.

I purchased 3 full suits, over £700.

I returned 1 suit from my order in good faith, I didn't need three and kept my favourite two. I noticed only the jacket was refunded, not the trousers. I had to chase to find out why only one item was refunded. Days later I was informed that a refund would be refused because they claimed a label had been removed — something I categorically deny. No tags were removed, and the item was 100% returned in the condition it was received.

What makes the situation more frustrating is that part of the same return (the jacket from the suit) was accepted and refunded, while the trousers were rejected based on an unproven assertion.

Communication has been unhelpful and inflexible, and the decision feels arbitrary given the inconsistency in how the return was handled. As a result, I have been forced to escalate the matter and open a dispute through PayPal to recover my money.

For a large retailer, this level of customer service and dispute handling is unacceptable. I would strongly advise customers avoid this company, if you have to use, photograph everything before returning items, as you may need evidence to protect yourself.

After multiple emails and significant delays, almost a month later they now claim the refund for an ill-fitting suit — with trousers that sagged like jeans — has not been issued because the tags were removed. I have now raised a chargeback claim with my bank.

I would not order even a pair of socks from this supplier. A colossal waste of time and non-existent customer service from Moss Bros.

Shirts are stained when they come straight out the packet. Customer service aren’t interested in a resolution and just say take it back and exchange which we have done twice and both times shirts are stained.

Not Worth the Wait and a Very Disappointing Experience.

After waiting over three months for Moss Bros to launch their new line of materials for custom made suits, our experience was incredibly underwhelming.

We had booked an appointment, yet the staff member barely acknowledged the notes we had already provided in the system. We had to re-explain everything from scratch, and even then he seemed disinterested and unprepared. He didn’t know anything about the materials we were told to wait for, and the overall selection was surprisingly poor. The whole visit felt rushed, unfocused, and far from the level of service you’d expect when investing in custom tailoring.

We genuinely regret waiting this long, especially when the experience fell so short of expectations. Thankfully, we still had enough time to get custom-made suits from Edit Suits, who delivered exactly what we needed just in time for our wedding.

We recently hired nine evening suits for the groomsmen for my son’s wedding from Moss in Lincoln, and I can honestly say the service exceeded all of our expectations.

Their range of suit styles is comprehensive, with an impressive selection of sizes available, which made the whole process so much easier. The quality of the suits was excellent; they looked fantastic and fitted beautifully. Everyone was extremely pleased with how they looked on the big day, and the groomsmen received many compliments.

The team at Moss Lincoln kept us well informed throughout, updating us when the suits were ready for collection and ensuring everything ran smoothly. A special thank you to Sophie (Store Manager), Ash, and all the staff members involved for their professionalism, friendliness, and attention to detail.

We would highly recommend Moss in Lincoln to anyone looking for quality formalwear and outstanding customer service. Thank you for helping make the day so special!

Their most expensive formal John White shoes have come apart after 6 months. Wear and tear apparently. £125. Avoid like the plague. Customer service were slow and unhelpful. I would have left 0 stars if I could.

We visited the Southampton store yesterday and had a wonderful experience with a particular member of staff, Barry. He was patient and made us feel relaxed and we really enjoyed him helping us find my partners groomsmen outfit.
The store was big with lots of choice and from start to finish we felt impressed.
Would definitely recommend! (Mainly because of Barry’s great customer service!)

Great service, really helpful would use again can’t thank saidy enough for his help

Very poor quality clothes. Had trousers rip after a few wears - same with a suit jacket. I contacted customer support and it was made apparent that Moss' stance is that their clothes are only meant for "single occasion wear, and are not intended for regular use". If you wear an item of clothing more than a handful of times, expect them to fall apart.

ordered a £350 checked the size when it arrived but not the material it is a mix match suit and its not the same colour with less than 1 hour before going out found out the state of the suit never again will I purchase anything from a company like this again who can not even check the clothing is correct before they send it out failed and useless never again

Absolutely brilliant service! Catherine, in the St James Quarter, Edinburgh store, was incredibly polite, knowledgeable and helpful. She spent lots of time advising me and really went above and beyond. If I ran a customer-facing business, she is the kind of staff member I'd want in my team.

My suit was ordered and arrived in store in four days. They also offer their own tailoring service which I used for the trousers as I was between sizes. Again, the turn around was very quick.

Great quality clothes and great staff. Would definitely shop there again.

When you shop in store the service is perfect… when you shop online you are dealing with clowns.

On the Saturday 10th January I placed order for:

Sage Floral Swirl Silk Tie x 4
Sage Floral Swirl Silk Pocket Square x 4
Dusty Pink Floral Swirl Silk Tie x 4
Dusty Pink Floral Silk Pocket Square x 4

I paid £5.95 for Express UK Delivery. When placing the order it said the items would be delivered by Tuesday.

On the Sunday 11th January, I got an email to say “Your order is being despatched from multiple locations and will arrive in multiple parcels. Details of the items in this parcel are below.” and in the email it showed the Sage Floral Swirl Silk Tie x 4 and the pocket square x 4.

On Monday only 4 pocket squares were delivered. I was confused so called you guys up and your colleague said the items were split into 3 parcels.

On Tuesday I was hoping the 2 other parcels would come. However, only 1 came and in this parcel was 1 Sage Floral Swirl Silk Pocket Square. Instead of the 4! Again I was confused and was like where are the rest of the items. AGAIN I CALLED YOU GUYS!! Was told by the same colleague who I spoke to on Monday, that the parcel was now split into 4!! As you guys have not sent me tracking for all the parcels, I requested this from customer services.

Today I have waited all day at home for my parcel and nothing has come. I checked the tracking and the parcels are being delivered tomorrow!!

I am very angry, frustrated and disappointed by the level of service by Moss and the customer experience. I paid for express delivery and am now spending 4 days waiting for the parcels! How ridiculous is this!!

I called up your customer service today to express my disappointment. All I got was an apology and I will refund your delivery fee!

What an absolute joke and ridiculous response! You guys have wasted 4 days of my time! You have offered nothing but poor customer service and I am taking time out to write this complaint! I will be more than happy to leave a review on your pages if needed be! How can someone experience this much inconvenience and receive a sorry! A sorry is the most robotic response! It feels like Moss and the customer service don’t care about its customers!

Made a complaint and they said the only compensation is refund of the delivery 😂 Absolute clowns these lot are!!

Absolutely shocking quality from the quarter zips. I bought 3 quarter zips a few weeks ago. The label states that you can wash on a 30 degree wool wash. After following the instructions exactly, the quarter zip shrunk on the first wash.

I went into the store, explained the situation and asked to swap the item. Unfortunately I was accused of washing the item on a higher temperature, despite this genuinely not being the case, and was subsequently refused an exchange nevermind a refund.

I have since contacted their customer service team which are just as dismissive. I have quoted my rights under the Consumer Rights Act 2015 multiple times now and they just keep delaying and prolonging the whole process. I have had to send images of the product, take the product into store and now send the product to their head office which will no doubt be at my own cost. All of this is simply a deterrent to prevent hard working customers from returning products.

From what should have been a simple exchange, has now turned into a drawn out exercise leaving myself out of pocket.

I would not advise anyone to purchase from this store going forward.