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
Delayed refund was incomplete; customer urges checking receipts and refunds.
“Finally they agreed to a refund and sent me 137 pounds but I paid 144.95 including delivery.”
Incorrect waistcoat delivered for wedding hire and promised refund never arrived.
“No reliability, hired a set of suits for my groomsmen for my wedding, and my best man received the incorrect waistcoat”
White shirt purchased had dirt marks and customer service was indifferent.
“worn with visible dirt marks around the cuffs and collar.”
Suit failed to arrive on time and was unavailable for the event.
“Suit did not arrive in quoted time meaning I did not have it for event.”
High-spend customer received poor-quality garments and unsatisfactory resolution.
“Moss recognised this but offered a gift card instead of a refund.”
Multiple booking and delivery errors for wedding hire caused stress and lack of compensation.
“Incompetence is one thing, but dishonesty is another.”
Kevin and Alex provided friendly, timely alterations and saved the order.
“they did everything they could to get my alterations done in time.”
Wrong suits and missed deliveries left wedding party without proper attire.
“The delivered the wrong colours, the wrong sizes, the wrong suits for gods sake!”
Stock error meant nine shirts unfulfilled and the single item still lacks tracking.
“due to stock count error they are unable to dispatch 9 out of the 10 shirts.”
Suit arrived quickly and fit well with excellent quality.
“extremely quick delivery, excellent quality and fit.”
Store manager provided excellent, helpful service and sizing guidance.
“what excellent service !”
Custom suit missed deadline and initial alterations left it ill-fitting.
“it didn’t arrive in time”
Refund request was refused citing a 30-day rule despite cancellation.
“I couldn’t have a refund”
Return refused because of an incorrect email address.
“they refused to take a return on the item.”
Returned online purchase but refund delayed beyond legal and stated timelines.
“no refund in over 14 days after them receiving it.”
Alterations were poor and the suit arrived ill-fitting before a wedding.
“Trouser waistband is tight, legs look different lengths”
Assistant manager David was rude and displayed poor customer service.
“Rude, obnoxious and lacking in customer service skills.”
Initial hire suit fit problems were resolved by staff who found a solution.
“Rob and Jonathan managed to come up with a solution so everyone happy”
Staff member Rob provided excellent help with choosing and altering the suit.
“he helped me choose, style, fit and purchase my suit.”
FRAUD!!
Moss Bros. is a farce.
Don't put your faith in them.
They will tell you that you have 14 days to return your products, but they will not accept them if they do not like what you are returning.
Do not bother going into the store; they will simply try to sell you a newer, more expensive item and charge the difference to your credit card.
I will never shop here again since they charge you for everything, have awful customer service, and the staff is quite harsh if you have a problem.
I was quite dissatisfied with Moss Bros; I assumed you were professionals, this company should be closed down
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.