Review Time
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.
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.
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.
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 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!)
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For big days and everydays, for life’s milestones and more minor moments – it all matters, and it’s all worthy of a great outfit. With over 170 years around the (tailoring) block and a collection of modern suiting, elevated daily wear and carefully curated accessories, Moss is the menswear destination for dressed-up moments and refined everyday wardrobes.
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