I had two weddings coming up and was excited to take advantage of Moss’s Black Friday event. I placed a large order online, several suits in different sizes totalling £1,500 with the discount (nearly £3,000 without). I received a confirmation email with an estimated delivery time of four days.After waiting almost a week with no update, I contacted customer service only to be told my order had been cancelled and refunded due to an “internal security process.” Moss never informed me of this cancellation, leaving me unable to reorder at the Black Friday prices.I raised a complaint and spoke with Lynn from customer services, who told me the senior team would not honour the Black Friday prices. She even admitted, “I cannot guarantee that if you place a new order the same issue will not happen again and will be the same outcome.” In other words, Moss made a mistake, refused to take responsibility, and left me out of pocket. Even after acknowledging the false security flag, they refused to support me in receiving my order.This is appalling customer care. Moss cancelled my order without notice, failed to communicate, and showed no willingness to put things right. With service this poor, I will never shop at Moss again.
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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.
