I bought a suit online and collected it in-store — no issues at that point.When I got home and tried it on, it was clear the trousers were too long and the jacket was too big, so I returned to the store a week later.The sales assistant immediately questioned why the jacket tags had been reattached. I explained that this is exactly how the jacket was delivered to me. They then claimed the jacket-vent stitching had been removed — again, this is how it arrived. Despite this, they refused to refund the jacket and told me to contact customer service because it was “no longer in new condition.”The trousers were refunded, but only after the assistant literally smelled them to check whether they’d been worn to an event. The tags were still pristine, yet the scrutiny was excessive.I contacted customer service, sent photos, and explained the situation. They acknowledged the details but still repeated the same line: the jacket was “not in new condition.” Since I can’t prove it arrived that way, I’m now stuck with a jacket that doesn’t fit.Moss needs to seriously review its stock control and quality checks. Selling items in questionable condition and then refusing refunds is unacceptable. Don’t assume that buying online means you can simply return in-store without hassle.For contrast, I returned several items to M&S — everything was refunded immediately, with no interrogation or forensic inspection of tags and stitching.The takeaway is simple: next time, I’ll be buying from a retailer that actually understands customer 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.
