Moss Reviews 

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.

Very good customer service and fantastic quality products

Just been into the Sheffield site and was greeted with Noah who was a brilliant help and very knowledgeable about formalwear. I came in with an idea in mind for what I was looking for and I am very satisfied with my purchase.

After stopping by Moss Bros Trafford Centre to take a quick look at a few suits with the idea to come back at a later date, we got talking to Kiyan who we cannot praise enough for his outstanding professionalism, knowledge, and expertise! To say this man knew what he was talking about is the understatement! He took the time with us and couldn't have more patient. Over an hour later, I found myself leaving with eleven quality items that literally fit the bill perfectly for what I wanted, at a fair price, that was arranged by the best fit and function for me instead of any other criteria. I'm over the moon with my new suit and know it will last me years, with all aspects of it completely covered in every single way, right down to the pocket square. In fairness all the staff were fantastic but Kiyan was just above and beyond! If you are thinking about getting yourself sorted with a suit, get in Moss Bros Trafford Centre and ask for Kiyan, you won't go wrong!

Extremely disappointed. Three parcels were left unattended in an unsafe communal area of my block of flats without my permission, and they have gone missing as a result.

The company has refused to take responsibility, relying on “proof of delivery” that only shows the address, not that the parcels were delivered securely. I was told to contact the police instead of being offered a resolution, and I am still waiting for a proper response. A complete joke.

If this is not resolved promptly, I will be taking the matter to the small claims court. I would strongly caution anyone living in a block of flats or without a secure delivery location before ordering from this company.

Be warned. Moss is now just another low quality store with middling standard of clothing and awful customer care. Given how bad they are at fulfilling orders, there's a high chance you'll have to deal with the customer care team. Getting them to remedy their own mistakes takes so much effort it feels like a social experiment.
Makes me sad to say, but stay away, find alternatives.

I cannot explain what amazing service we received from John - what an unbelievable human being.
We nearly didn't stop in but thought we would quickly check out suits for my son's prom. John took nearly 1.5 hours with us to make sure every aspect of my son's suit was just what he wanted.
It was an experience that none of us will forget. The suit is amazing but the service we received was next level.
Thank you so much

Bad quality product after 1 week, they refused to refund/swap item.

Really pleased with the service we received at Ashford outlet Moss. I was after a formal suit and didn't really know what I was looking for, but the sales assistant Oliver was fantastic. His knowledge of the products was excellent and his suggestions were spot on. He took the time to explain what would be best and then went out of his way to find what we needed. He really made the experience relaxing and enjoyable....huge thanks to you sir.

Couldn’t do enough to find a fit that would sell..
to be told the next day when returned for a tie..by store manager that it didn’t fit , he wouldn’t of sold me it and he knew a tailor - was an expensive suit!!

Then this week returned to look for another jacket, same again couldn’t have been more helpful to sell an item … but then when changed mind what a difference!(manager not the member of sales..)

Kept me waiting, no manners, questions as to why changed mind .. second degree .. no customer service at all dead pan face mardy attitude.. complete u turn!

To top it off… they don’t tell you a bag is £8 they say it’s chargeable end of..
What they also don’t tell you is, it’s not refundable.. which for me isn’t actually a problem but after the attitude displayed I wanted to refund everything.

Anyway moral of my story..
Twice I’ve been twice there’s been an issue wether it be misplaced advice or attitude..

Shame as not many decent places to get suits.

Ordered 3 pairs of trousers on Monday, delivered Thursday with updates in between. Trousers excellent quality and real bargains in the sale. One pair was too small so called at my local Moss store in Meadowhall. Within minutes I had received a refund arranged by the courteous and efficient sales lady/supervisor in the store.
Absolute first class from start to finish, both from the online service and at the Meadowhall store; - a very positive experience. Thank you.

Myself and partner went to the store in Ashford outlet.

Where we were served by Dan.

Dan could not have been more knowledgeable or helpful. Made what could have a been a very stressful last minute shop, a really enjoyable and stress less experience.

Really friendly and helpful

Product not as advertised
Badly made
Supposed to be Toronto based
To get refund I have to ship the package to China
It’s a scam
I will let Visa deal with them.

Bought this online with a gift voucher which Moss claim was an incomplete order however they still took my full £150 gift card balance and provided no order acknowledgement. They couldn't resolve within their own SLA and left me calling and emailing so many times to resolve that it ended up costing me more in time than the disputed amount. Now FINALLY refunded yet £0 goodwill / compensation for the hassle that was clearly a website / payment issue from their side!

Complete scam of a company

Items stunk of cologne. Tuxedo trousers still had security tag attached with the other pair not having any new tags.

Now refusing to refund. Disgrace

Ordered something online, should appear next day , after few day still don't have my parcel! Evri don't update tracking and Moss don't want refund my money becuse tracking shows 'unable to delivery we will try next day' but that's is now same from week!!!
Terrible customer service!!! Give me my money back!!!

Very poor quality clothing with no refund or even a credit note

I bought trousers that transpired to have a defective seam. Moss customer service in their response claimed ‘I must have caught it on something’. Moss refused to provide a refund, replacement or even a credit note. They were expensive trousers and I expected for that price far better customer service and quality clothing. A loyal customer has been lost!