I had a scheduled appointment to rent a dinner suit at the Moss Bros White City store, but the manager completely ignored me. A staff member pointed me to him, I explained I had an appointment, but he made no effort to engage or even acknowledge me. He saw me walk out of the store and still said nothing. I left without any assistance — incredibly frustrating for a service that’s supposed to be appointment-based.I then contacted customer service, expecting some kind of solution (I still needed to rent a tuxedo), but all I received was a generic apology: “I’m very sorry to hear that the experience you have had with Moss is not the journey that you were hoping for.” They said they’d pass my feedback on internally but wouldn’t share the outcome. No practical help, no next steps, no follow-up.If Moss offers appointments, they should be honoured — and if customers take the time to report an issue, they deserve more than a canned reply. I won’t be returning, and I’d recommend others think twice before relying on this service.
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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.
