I am going to try providing a balanced review and some constructive feedback below.I have been a customer of Moss Bros. since 2015 when I got my first wedding suit from this company and the experience was great. I'm not a suit person and the store team made me feel at ease and were very helpful, so I naturally returned (the Victoria store) this year for another (wedding) suit. Once again, I had a warm welcome from one of the assistants who was friendly and reassuring. An appointment was booked and we started the measurements for my custom made suit (I'm short and don't have the ideal shape for a from-the-rack one). I was super excited when the email came to let me know that the suit was ready. I and my fiance excitedly entered the changing room and that is when I'm disappointment started. It became evident that the suit was ill-fitting. I could have cried. I felt so deflated. It seemed that the measurements were totally disregarded or that I was wearing someone else's suit. I was promised that it could be fixed and that I would be called in the next few days with a solution. After no call came, I called the store and spoke with the store manager who booked another visit and we find a solution through altering an off-the-rack jacket. The alterations were done swiftly and I now have a beautiful and nicely fitting jacket.Observations:1. Experience is a huge factor in tailoring and the store needs to make sure to bring all colleagues to the highest standard when it comes to assisting customers, especially when they are not the 'conventional' suit body type.2. It was made clear from the outset that this will be a wedding suit, a big event in one's life, so probably extra care should have been paid to make sure all is well with the process.3. From the customer experience perspective, it would have been a nice gesture of goodwill to waive the alteration fee for the replacement jacket.4. The refund that was agreed upon for the first product has still not been received.I will return to the store in the future for more suits because I believe that their ethos and their products are good and that they will be able to avoid these errors in the future.
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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.
