moss.co.uk

Shocking Experience

Good afternoon,I am writing to formally express my deep disappointment with the experience I’ve had at your Windsor branch.This was an extremely important order for me — five suits for my wedding in August — and it has ended up being far more stressful than it should have been.To begin on a positive note, the initial ordering and measuring stage went smoothly. However, everything after that point was extremely frustrating and unprofessional.We placed the order three months in advance to ensure there would be enough time for delivery and tailoring. As the event drew nearer, I repeatedly attempted to contact the branch for updates, but calls were never answered. This meant I had to drive 13 miles each way — on four separate occasions — just to get basic information.When we finally booked tailoring appointments, we encountered further confusion. At the time of placing the order, we were clearly told tailoring was included. Yet, during my individual appointment, I was told otherwise. Later, my brother was again told tailoring was included, prompting yet another trip to return mine and have the correct tailoring done — along with suits for two other members of the party.After the suits were finally tailored and sent off, I again received no updates. Three weeks passed without a single phone call. When I did eventually receive an email saying the suits were ready, I made the journey to collect them — only to be told they weren’t ready due to an “archive issue.” Another wasted trip.At that point, I made it very clear that I was flying abroad for my wedding and needed all the suits by Monday, 6th August. I was assured they would be ready at 10 a.m. on the day — only to call and be told they’d need another hour. This suggested the tailoring had only just begun, which did not inspire confidence.To make matters worse, when I collected my own wedding suit, one trouser leg was shorter than the other — a basic error. As of now, some of my groomsmen still haven’t had a chance to try theirs on, and I am genuinely concerned they may not have been altered properly either.Due to the poor quality of the alterations and lack of confidence in your service, I am now taking my own suit to a trusted tailor to ensure it is properly finished — just days before my wedding.While the staff at the branch were polite, the overall experience was extremely disappointing and caused me a great deal of stress and inconvenience. It is clear there is a significant lack of organisation, communication, and consistency in your service.Given the disruption, time wasted, repeated travel, and added stress during what should have been an exciting time, I am requesting a reimbursement or goodwill gesture to reflect the poor service received.I look forward to your response.Kind regards,

Date of experience: Aug 04, 2025