Review Time
Bought a cashmere jumper from Moss and carefully washed it according to the label instructions as I know this type of material is delicate. After also drying it carefully I was gutted to see the jumper had become really stretched and is now unwearable. Contacted support but was dismissed as too much time had passed since I bought it. What happened to customer service at Moss?! It used to be brilliant and now it's all about cost cutting. *UPDATE - They've replied to my review with empty words about sharing my feedback with the team.
Ordered something online, should appear next day , after few day still don't have my parcel! Evri don't update tracking and Moss don't want refund my money becuse tracking shows 'unable to delivery we will try next day' but that's is now same from week!!! Terrible customer service!!! Give me my money back!!!
When you shop in store the service is perfect… when you shop online you are dealing with clowns. On the Saturday 10th January I placed order for:Sage Floral Swirl Silk Tie x 4Sage Floral Swirl Silk Pocket Square x 4Dusty Pink Floral Swirl Silk Tie x 4Dusty Pink Floral Silk Pocket Square x 4I paid £5.95 for Express UK Delivery. When placing the order it said the items would be delivered by Tuesday. On the Sunday 11th January, I got an email to say “Your order is being despatched from multiple locations and will arrive in multiple parcels. Details of the items in this parcel are below.” and in the email it showed the Sage Floral Swirl Silk Tie x 4 and the pocket square x 4.On Monday only 4 pocket squares were delivered. I was confused so called you guys up and your colleague said the items were split into 3 parcels. On Tuesday I was hoping the 2 other parcels would come. However, only 1 came and in this parcel was 1 Sage Floral Swirl Silk Pocket Square. Instead of the 4! Again I was confused and was like where are the rest of the items. AGAIN I CALLED YOU GUYS!! Was told by the same colleague who I spoke to on Monday, that the parcel was now split into 4!! As you guys have not sent me tracking for all the parcels, I requested this from customer services. Today I have waited all day at home for my parcel and nothing has come. I checked the tracking and the parcels are being delivered tomorrow!! I am very angry, frustrated and disappointed by the level of service by Moss and the customer experience. I paid for express delivery and am now spending 4 days waiting for the parcels! How ridiculous is this!! I called up your customer service today to express my disappointment. All I got was an apology and I will refund your delivery fee! What an absolute joke and ridiculous response! You guys have wasted 4 days of my time! You have offered nothing but poor customer service and I am taking time out to write this complaint! I will be more than happy to leave a review on your pages if needed be! How can someone experience this much inconvenience and receive a sorry! A sorry is the most robotic response! It feels like Moss and the customer service don’t care about its customers! Made a complaint and they said the only compensation is refund of the delivery 😂 Absolute clowns these lot are!!
I went onto the moss site in December to buy a gift card. I found I couldn't designate the amount and had to chose two,predetermined, amounts approximating to the sum I had in mind. When the recipient recently tried to purchase an item on-line he was informed that he could only use one card for one transaction. So they had devised a system not mentioned in the t&cs whereby they could force people redeeming to spend more as of course people when using a voucher tend to pay the extra for the item instead of gettingone for the exact amount. A cynical ploy in making people doing it at least twice. Raised this by complaint to customer service and got the reply yesterday 'I am sorry for your experience' etc. No addressing the issue, just pointless.
Bought this online with a gift voucher which Moss claim was an incomplete order however they still took my full £150 gift card balance and provided no order acknowledgement. They couldn't resolve within their own SLA and left me calling and emailing so many times to resolve that it ended up costing me more in time than the disputed amount. Now FINALLY refunded yet £0 goodwill / compensation for the hassle that was clearly a website / payment issue from their side!
I placed a store collection order with Moss Bros on 2 January. The item was dispatched the same day and Royal Mail tracking shows it reached the local sorting office on 5 January, where it has remained ever since with the status “item retained”.Despite the tracking showing a clear issue, Moss Bros have refused to contact Royal Mail to investigate. Instead, they have said their process is to wait 10 days from the last tracking update before taking any action or issuing a refund.This is a store collection order — the item has never reached the store and has never been made available to me. As the retailer, Moss Bros are responsible for ensuring the goods reach their store and for dealing with their courier when delivery fails. Expecting the customer to wait indefinitely while no investigation is carried out is unreasonable.The lack of ownership, poor communication and reliance on “process” rather than resolving the issue has been very disappointing. I would expect far better customer service from a retailer of this size.I would not recommend Moss Bros based on this experience.
Worst customer service i did order online for collection from Birmingham Nee street its been 3 weeks received an email saying order is ready for collection been to store twice they said they didn't receive the order and refused any help and said its not our responsibility contract customer services which i did and been told the order is in the store rang the store again and been told same thing again the didn't have the order contact service again no response and after 48 hours i called them again and they said store sent us en email saying they have half of the order without an apology or any explanation wouldn't recommend anybody to do shop online with them. I wish if i can give them less than 0.
Bought two suits from Moss Bros. I am a regular customer but tired of the company using poor couriers to deliver their quality products. This time it was Evri who delivered to the wrong street , confirmed by Evri , who also delivered the parcel before mine and dumped under a bush in the pouring rain and the wrongly delivered the parcel after mine , not to be seen again.Regretfully Moss Bros have been very poor with customer service and don’t appear to be sorting refund or replacement (stated only if not using Evri). I have received no reply in 4 days after 3 emails I've sent them and feel frustrated , regretfully poor service and even worse at sorting problems out. Be very careful when buying from this company.
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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.
