Reviews often praise helpful in-store staff and personalised fittings. Many customers also mention late or missing deliveries and trouble getting refunds. Several report defects, or items arriving dirty. Overall, feedback splits between strong shop-floor service and weaker fulfilment and after-sales support.
Examples from available reviews (Nov 2021 – Feb 2026).
Nabeel arranged and fitted a wedding suit in one day successfully.
“Nabeel arranged a complete suite for a wedding in one day.”
Catherine provided exceptional service; suit ordered arrived quickly and tailored fast.
“My suit was ordered and arrived in store in four days.”
Express delivery failed; parcels split and customer service response was inadequate.
“I paid £5.95 for Express UK Delivery.”
Quarter zip shrunk after following care instructions; exchange/refund refused.
“the quarter zip shrunk on the first wash.”
Many reviewers name specific staff for attentive, knowledgeable help and quick alterations. Several five-star reviews describe store teams meeting tight deadlines for weddings and proms. Negative comments point to inconsistent service and some rude interactions.
Several positive reviews say the products met expectations for the price and quality. Multiple complaints describe refunds being refused, only partly paid, or replaced with gift cards after faults. A handful of reviewers mention added costs such as delivery fees or being asked to pay return shipping.
Customers often describe fittings and in-store purchases as personal and efficient, with some buying multiple items after a good fitting. Hire and booking customers report missed deadlines and incorrect items, causing major disruption to events in some cases. Many experience issues relate to fulfilment rather than the in-store appointment.
Reviews repeatedly mention shrinkage after washing, faulty seams, dirt marks, and strong odours on arrival. Positive feedback also highlights excellent fit and fabric on suits bought or hired. Overall, comments include both strong quality and clear cases of faulty or poorly presented items.
Many reviews mention tracking not working, stock-count mistakes, and late or missing dispatch updates. Several customers describe slow or unhelpful support when chasing refunds or delivery issues. A few report payment-system errors and returns being sent to distant locations for refunds.
Feedback splits between strong praise for hands-on in-store advisors and sharp criticism of delivery, returns and after-sales handling. Many positive reviews focus on staff who fixed fit and timing problems. Many negative reviews cite unresolved refunds, wrong or missing items, and damaged garments.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Received a mismatched suit in the wrong colour shortly before event.
“its not the same colour”
Catherine provided exceptional service; suit ordered arrived quickly and tailored fast.
“My suit was ordered and arrived in store in four days.”
Express delivery failed; parcels split and customer service response was inadequate.
“I paid £5.95 for Express UK Delivery.”
Quarter zip shrunk after following care instructions; exchange/refund refused.
“the quarter zip shrunk on the first wash.”
Customer praises both very good service and product quality.
“Very good customer service and fantastic quality products”
Noah provided knowledgeable help leading to a satisfactory purchase.
“Noah who was a brilliant help and very knowledgeable about formalwear.”
Kiyan provided outstanding, patient service resulting in multiple purchases.
“I found myself leaving with eleven quality items”
Parcels were left insecure, went missing, and company refused responsibility.
“Three parcels were left unattended in an unsafe communal area of my block of flats”
Reviewer warns of low clothing quality and poor customer care.
“awful customer care.”
John provided an exceptional, memorable fitting experience for prom.
“I cannot explain what amazing service we received from John”
Product deteriorated after a week and refund/exchange was refused.
“Bad quality product after 1 week”
Oliver's product knowledge and service made suit shopping enjoyable.
“The sales assistant Oliver was fantastic.”
Initial sales help but later staff attitude and returns policy were poor.
“no customer service at all”
Smooth online order, quality trousers, and efficient in-store refund.
“Absolute first class from start to finish, both from the online service and at the Meadowhall store;”
Dan provided knowledgeable, friendly help during a last-minute shopping trip.
“Dan could not have been more knowledgeable or helpful.”
Seller required returning items to China and product differed from advertisement.
“To get refund I have to ship the package to China”
Payment system error took voucher funds and caused lengthy resolution.
“they still took my full £150 gift card balance and provided no order acknowledgement.”
Items smelled of cologne, tags inconsistent, and refund refused.
“Items stunk of cologne.”
Parcel failed delivery and company refused refund despite tracking issues.
“Evri don't update tracking and Moss don't want refund my money”
Defective seam on expensive trousers and Moss refused refund or replacement.
“Very poor quality clothing with no refund or even a credit note”
Hibaq King provided outstanding, professional customer service meeting all requirements.
“Hibaq King absolutely out done herself”
Returned item; refund denied and customer accused of fraud then blocked.
“my claim was fraudulent”
Staff member Saidu provided excellent, attentive in-store service.
“From start to finish his service was excellent.”
In-store staff were very helpful with a last-minute group.
“Amazing!! Thank you so much to all the boys who were very helpful”
Sales assistant Mark provided excellent product knowledge and customer service.
“Excellent knowledge. Excellent customer service.”
Company enforced lengthy refund and replacement process causing frustration.
“Customer service is awful”
Mark and team delivered a personalised experience; customer bought six suits.
“Fantastic personalised experience from Mark and the team.”
Rental carrier bag stained a shirt and support staff dismissed responsibility.
“Grant from customer support was not very helpful”
In-store staff Nabeel provided great service and recommendation.
“Great service from Nabeel today at store.”
Customer received only half refund and ongoing investigation delayed resolution.
“Only refunded half of what I returned”
Nabeel arranged and fitted a wedding suit in one day successfully.
“Nabeel arranged a complete suite for a wedding in one day.”
Nabeel and Saidu provided personalised recommendations and tailoring for wedding suit.
“100% satisfied and could not be more grateful.”
Products good but customer service is inconsistent and unresponsive.
“Great products, decently priced but God, their customer service is worst than your worst ex-girlfriend.”
Missing trousers for a store collection led to lengthy resolution and poor experience.
“I got to the store and only the blazer had arrived and the trousers were missing.”
Richard provided comprehensive help and fulfilled all requirements.
“Amazing customer service from Richard @ The Trafford Centre.”
Nabeel offered excellent guidance including how to use a pocket square.
“Nabeel Was the best customer service and set me up so well I had no clue how yo use a pocket square but he showed me.”
Staff were kind and Nabeel provided informative assistance.
“The staff was kind. Nabeel was informative.”
Oliver identified alterations and provided attentive follow-up service.
“Excellent service from Oliver @The Trafford Centre store.”
Nabeel provided attentive, professional service assembling a wedding outfit.
“His customer service was outstanding, and he went above and beyond to make sure I left happy and confident.”
Suit arrived dirty and postage refund was deducted then not reimbursed.
“Unfortunately when it arrived it was dirty and totally unfit to wear.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Moss Bros is a UK menswear retailer focused on suits, formalwear and hire. It runs physical stores for fittings and alterations, plus an online shop with home delivery and click-and-collect. Services include wedding and prom hire, bespoke fitting appointments, and in-store tailoring for ready-to-wear items. Customers can buy suit packages, shirts, shoes and accessories in multiple UK locations and on the company website.