moss.co.uk

Moss Trafford: A Masterclass in How to Lose a Customer

Moss Trafford: The Worst Service I Have Ever ExperiencedThe service I received at Moss Trafford was by far the worst I’ve ever encountered. The management, particularly Richard, was appalling. I chose to visit Moss Trafford and spend over £500 on a full black tie outfit because I expected professional service, clear communication, and attentive staff. What I received was the complete opposite.Here is a breakdown of the experience:The upper floor was unbearably hot — it felt like 200°C.On the first day, I waited over 20 minutes just to be seen.I paid extra for alterations to shorten both the suit and shirt sleeves.I never received a single update via email or phone about when the suit would be ready.I returned six days later to collect the suit and waited another 30 minutes.The suit was correctly altered, but the shirt sleeves were still too long. Measurements were redone, and the shirt was sent back for further adjustment.Once again, I received no follow-up or notification when it was supposedly ready.I returned after a few more days, waited another 30 minutes, and — unbelievably — found that the shirt sleeves had now been made too short.It's worth noting that after the initial wait, you have to wait again for the staff to become available. One person seems to serve ten customers at once — there’s absolutely no sense of personal service.When I mentioned the issue to a staff member, he asked me to speak with the manager. I spoke with him privately, away from other customers, but he became defensive from the start and showed zero willingness to resolve the issue. To him, I was the problem.He even said he had other customers to deal with downstairs and left me waiting again. When he finally returned, he simply handed me a new shirt (which still didn’t fit), the original suit, and trousers from the first order. His solution? He gave me the name of another tailor to fix the shirt sleeves myself.Not once did I hear a "sorry" or any form of apology. Customers here are clearly not valued.I will never return to this location. I truly hope other Moss branches operate differently, otherwise the brand will lose customers rapidly.Relevant Customer Service Statistics:Unhappy Customers91% of dissatisfied customers leave without complainingSource: Customer Service Institute / TARP WorldwideA dissatisfied customer tells 9 to 15 peopleSource: White House Office of Consumer Affairs (USA)86% of consumers stop buying from a business after a poor experienceSource: Oracle – Customer Experience Impact ReportAcquiring a new customer is 6 to 7 times more expensive than retaining an existing oneSource: Frederick Reichheld, Bain & CompanyHappy CustomersA happy customer shares their positive experience with 4 to 6 othersSource: American Express Customer Service BarometerLoyal customers spend up to 67% more than new onesSource: Bain & CompanyA 5% increase in customer retention can boost profits by 25% to 95%Source: Harvard Business Review – Reichheld & SchefterSatisfied customers are 5 times more likely to returnSource: Temkin Group / Qualtrics XM Institute

Date of experience: May 23, 2025