I placed a store collection order with Moss Bros on 2 January. The item was dispatched the same day and Royal Mail tracking shows it reached the local sorting office on 5 January, where it has remained ever since with the status “item retained”.Despite the tracking showing a clear issue, Moss Bros have refused to contact Royal Mail to investigate. Instead, they have said their process is to wait 10 days from the last tracking update before taking any action or issuing a refund.This is a store collection order — the item has never reached the store and has never been made available to me. As the retailer, Moss Bros are responsible for ensuring the goods reach their store and for dealing with their courier when delivery fails. Expecting the customer to wait indefinitely while no investigation is carried out is unreasonable.The lack of ownership, poor communication and reliance on “process” rather than resolving the issue has been very disappointing. I would expect far better customer service from a retailer of this size.I would not recommend Moss Bros based on this experience.
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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.
