Review Time
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
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.
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.
Not sure yet. I am looking to buy a quality dinner suit so thought I’d look at some of the reviews. As normal very mixed bag of opinions but what did worry me was the responses from Moss. Every one a stock answer, good review gets “Thankyou blah blah” and a bad one gets “we will pass this along to blah blah” I understand good reviews but I would be happier if I thought someone had actually read the bad ones.
I visited the Bromley store to confirm my tuxedo hire booking and to update the reservation with an additional name, as I was informed this would qualify me for a 15% discount through my workplace. Unfortunately, my experience was disappointing.When I mentioned the discount, the staff member I spoke to abruptly cut me off with, “We don’t do that here,” without giving me a chance to explain or show the email I had received. While I was trying to find the email on my phone, she turned away and resumed a personal conversation with a colleague, completely dismissing me.The interaction left me feeling unwelcome and unvalued as a customer. I ended up cancelling my booking and going elsewhere. I’ve always had great experiences with Moss Bros at other locations, but I would not recommend the Bromley store based on this visit.
Preston. Just ordered a custom suit for my son’s wedding, and I genuinely can’t praise the team enough. From start to finish, the experience was outstanding. I walked in with no clear idea of what I wanted—just a hope to look sharp in something that truly fits—and walked out feeling excited and confident. The level of care, expertise, and personal attention was exceptional. Every detail was thoughtfully considered, and the service was not only professional but incredibly warm and welcoming. The manager, who assisted me throughout, was nothing short of brilliant—despite being in high demand, they made me feel like the most important client in the room. What started as a reluctant task has turned into eager anticipation for the finished suit. Highly recommend!
Ordered on Wednesday, was in Solihull store for pickup by Friday afternoon. Great service. Got the Sand Herringbone suit in tailored fit, great quality and fitting, best thing about Moss not sold in nested pairs so can buy jacket and trousers in different sizes as per required. Though description is slightly misleading mentioning silk and linen, whereas the label says 95% wool and 5% linen. Not a big deal as still lightweight but should be corrected on the website.
Our wedding party were served by Erin at the Dalton Park shop and we cannot praise her enough. She went above and beyond to find a suit jacket in a certain size and eventually finding the last one in the country for us. I cannot recommend her or the store enough.
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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.
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