I visited the Moss Bros Kingston store on 1st June with my partner and mother in law. We were assisted by Hugo. While the appointment began positively, it quickly became uncomfortable. Hugo expressed clear frustration at my indecision, at one point telling me we were "infuriating", a comment I found wholly inappropriate, especially given this is a significant purchase for our wedding. The comment came from the fact that we were not sure what we wanted or what we were looking for, this was the first place we'd been to.My partner returned on 28th June for a pre-booked appointment with four groomsmen and a page boy. However, the store was unprepared for their visit. Hugo advised that we could not be measured, stating the appointment was only a consultation. Eventually, we were measured, but they were not shown the rental suits, nor were any available to try on. We were later informed we would not be able to see the suits until four days before the wedding.Despite initial reservations, my partner proceeded to place the order and pay the deposit. Upon reflection and after discussing together, we no longer comfortable with the service we received or the uncertainty around the product on such a big day.They have now said that we have to pay £25 per suit cancellation fee. None of this was discussed during the visit and this isn't even legal off consumer rights legislation. When emailing them about this, they ignored our complaint and then said they have to deduct the cost.They have tried to say it was because a service was provided and they were measured up. Funny - because if this service was chargeable then the appointment would be chargeable and we did not have to purchase any rental suits. Such a con!Poor service on all fronts and I absolutely would not recommend using them by any means - the company is a con, and the service is terrible.
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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.
