Reviews Analysed
21
We Collect & Analyse Reviews
Moss Bros
Experiences & Reviews
Moss Bros is a UK-based menswear retailer focused on suits, formalwear and hire services. The business operates physical stores alongside an online shop and typically offers tailoring and hire options. Consumers often search Moss Bros for wedding suits, formal hire and in-store styling services.
Overview & Key Metrics
Positive Sentiment
67%
Latest Review
30d
Overall Rating
3.5
Our Analysis
🎯
Service quality
Many reviews praise individual shop staff for attentive, knowledgeable in-store service, while a substantial minority report poor or unhelpful customer service.
Share
Mixed
28%
💰
Value for money
Several customers report refund shortfalls, unexpected charges or being asked to pay again; a few note reasonable pricing on products.
Share
Weak
9%
⚡
User experience
Online ordering, returns and collection processes are frequently criticised for delays, system limitations and cancelled or missing items.
Share
Weak
14%
🔧
Product quality
Product comments are mixed: some buyers praise suit quality, while others report damaged, poorly finished or incorrectly delivered items.
Share
Weak
8%
📞
Communication
Multiple reviews describe slow, inconsistent or unhelpful responses from support channels and unresolved refund enquiries.
Share
Weak
12%
⭐
Overall experience
Overall impressions split: many customers had positive in-store experiences and purchases, while others had negative post‑sale or rental experiences.
Share
Mixed
28%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (November 2021 – September 2025).
Moss in Crawley County Mall
"I visited Moss in Crawley County Mall Shopping Centre today and was helped by Saidu. From start to finish his service was excellent. He greeted me and..."
Jack
Trustpilot
Sep 30, 2025
Featured for: Detailed positive in-store service example
Customer service is awful
"Customer service is awful, they say their system does not have the capacity to allow for replacement orders so they require you to wait 14 days on rec..."
J W
Trustpilot
Sep 30, 2025
Featured for: Complaint about refunds and quality
Only refunded half of what I returned
"Only refunded half of what I returned, despite the parcel being unopened, I returned it as it arrived. Now it’s under going “investigation”, this is c..."
Charlotte
Trustpilot
Sep 30, 2025
Featured for: Refund shortfall and slow responses
Excellent service from Oliver @The…
"Excellent service from Oliver @The Trafford Centre store. My husband purchased a suit for a family wedding and it needed altering. He was excellent at..."
Kathryn
Trustpilot
Sep 30, 2025
Featured for: Positive product and attentive service
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
J
Jack
trustpilot.com
Sep 30, 2025
Moss in Crawley County Mall
I visited Moss in Crawley County Mall Shopping Centre today and was helped by Saidu. From start to finish his service was excellent. He greeted me and...
A
Alice D
trustpilot.com
Sep 30, 2025
Moss in Preston amazing!
Moss in Preston! Amazing!! Thank you so much to all the boys who were ve...
T
Tom
trustpilot.com
Sep 30, 2025
I brought a suit from a gentleman…
I brought a suit from a gentleman called Mark who worked at the Leamington Spa shops. Excellent knowledge. Excellent...
J
J W
trustpilot.com
Sep 30, 2025
Customer service is awful
Customer service is awful, they say their system does not have the capacity to allow for replacement orders so they require you to wait 14 days on rec...
J
James Pate
trustpilot.com
Sep 30, 2025
Fantastic personalised experience from…
Fantastic personalised experience from Mark an...
S
Sasha Shaverdi
trustpilot.com
Sep 30, 2025
I am very disappointed in the customer…
I am very disappointed in the customer service provided by Moss. We rented a morning suit for a wedding, and the carrier back got markings all on our...
A
Amal Vincent
trustpilot.com
Sep 30, 2025
Great service from Nabeel today at…
Great service from Nabeel toda...
C
Charlotte
trustpilot.com
Sep 30, 2025
Only refunded half of what I returned
Only refunded half of what I returned, despite the parcel being unopened, I returned it as it arrived. Now it’s under going “investigation”, this is c...
H
Heleen Woerdeman
trustpilot.com
Sep 30, 2025
Great experience
We had a great experience with Nabeel from Moss Bros Crawley. Something went wrong with our online order, but...
J
Jerry
trustpilot.com
Sep 30, 2025
Went suit shopping for my wedding and…
Went suit shopping for my wedding and had the best suit shopping experience possible. Nabeel and Saidu were such a big help, they gave perfect recomme...
I
If Qureshi
trustpilot.com
Sep 30, 2025
Great products, crap customer service
Great products, decently priced but God, their customer service is worst than your worst ex-girlfriend. Their web customer support dodges all qu...
M
Mohammed
trustpilot.com
Sep 30, 2025
Poor customer service
Usually I have no problem with moss but recently I had purchased a suit and had it ready for store collection. I got to the store and only the blazer...
B
Bertie Gent
trustpilot.com
Sep 30, 2025
Amazing customer services from Richard
Amazing customer service from Richard @ The Trafford Centre....
D
Durham East
trustpilot.com
Sep 30, 2025
Nabeel Was the best customer service…
Nabeel Was the best customer service and set me up so well I had no clue how yo...
C
Careca Scott
trustpilot.com
Sep 30, 2025
The staff was kind
The staff was kind. N...
K
Kathryn
trustpilot.com
Sep 30, 2025
Excellent service from Oliver @The…
Excellent service from Oliver @The Trafford Centre store. My husband purchased a suit for a family wedding and it needed altering. He was excellent at...
A
Aiden Wright
trustpilot.com
Sep 30, 2025
I had the pleasure of being helped by…
I had the pleasure of being helped by Nabeel at Moss Bros Crawley, and I can’t thank him enough for his excellent service. He managed to put together...
P
Paul
trustpilot.com
Sep 30, 2025
I bought a 3 piece suit from the York…
I bought a 3 piece suit from the York shop where the service was excellent. As they didn’t have my size they arranged for it to be sent to me. Unfortu...
D
Dominic Harris
trustpilot.com
Sep 30, 2025
Terrible experience and check your refunds
I tried on a trouser and waistcoat in store but they did not have my size waistcoat so I asked the lady In store who was really helpful to order me th...
F
Fraser Lim
trustpilot.com
Sep 30, 2025
No reliability
No reliability, hired a set of suits for my groomsmen for my wedding, and my best man received the incorrect waistcoat - despite paying for it, this r...
Conclusion
Reviews show a clear pattern: in-store staff are often singled out for helpful, knowledgeable service (several customers named store advisors). Conversely, many complaints relate to post‑purchase issues — delayed or incomplete refunds, return investigations, rental mistakes and slow support responses. Product reports are mixed: some customers praise suit quality while others received dirty, damaged or incorrect items. If you prioritise in‑store styling and tailoring, reviews frequently recommend asking for named staff; if buying or hiring online, check return and refund records and keep delivery documentation.