I’ve been shopping at Moss Bros for over 10 years, including purchasing my wedding suits from them. A few days ago, I bought a suit jacket, which I later decided to return after changing my mind and choosing a different one from Moss instead. Naturally, I ordered the new jacket online and went into the store to return the previous one.Before even checking the receipt, the lady at the counter (wearing a headscarf) began inspecting the jacket suspiciously — despite the tags still being attached and the jacket never having been worn. She disappeared for several minutes to “speak to the manager,” and when they both returned, they refused to process the refund, accusing me of having worn and used the jacket.They claimed it had creases on the arms and a perfume scent. The gentleman, presumably the store manager, was likely smelling my own cologne, as I was standing right next to him. My wife and I smelled the jacket ourselves — it had a completely neutral fabric scent. I even asked others to check later, and everyone agreed it smelled of nothing.I explained that I had purchased the jacket from the Manchester store and that any slight creasing could easily be from travel, as I’m currently on vacation. Despite this, both staff members remained dismissive. I felt humiliated and insulted to be accused of returning a used item when it was clearly in brand-new condition. The manager simply said, “I can’t do much — would you like me to place the jacket back in the bag for you?”The lack of professionalism and basic customer service was shocking, especially from a brand I’ve trusted for so many years. Because I had budgeted for only one jacket, I told the staff I would not be taking the new one I had ordered, as I could no longer return the previous one.Later, I visited the Kingston branch, where a lovely Albanian gentleman and the store manager assisted me immediately and processed the return smoothly without any issues. This clearly proved that the jacket was unworn, unscented, and in perfect condition.My question to the Colliers Wood branch staff is this: how could I have worn the jacket when there was still a large front-facing tag hanging on the button placket? It’s unreasonable — and frankly insulting — to suggest otherwise. If the jacket was truly “worn,” why didn’t the Kingston branch reach the same conclusion?Unfortunately, due to this horrible experience, my perspective on a brand I once loved has changed completely. I will now think twice before buying from 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.
