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.
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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.
