I am writing to formally raise a serious concern regarding both your handling of my lost parcel and the consistently poor level of customer service I have received throughout this process.After my parcel stopped updating on the tracking system, I contacted the delivery company directly and was informed that the parcel is lost and can no longer be located. I immediately reached out to Moss Bros to explain the situation in full. Despite clearly stating that the parcel was confirmed as lost by the courier, your team simply sent me a generic tracking link—completely ignoring the information I had already provided.To make matters worse, I was then told to “keep waiting” in case it eventually arrives. How is that an acceptable response after the courier has already confirmed the parcel is missing? This shows a complete lack of accountability and a disregard for your customer’s time and trust.Since then, I have received no further updates or replies to my emails. The communication has gone silent, and I am left without the product I paid for or any proper resolution.This experience has been deeply frustrating and disappointing. I expect an immediate response with a proper resolution—whether it be a replacement or a full refund—and a clear explanation for the unacceptable handling of this situation.
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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.
