Anyone else finding Moss Bros a bit rubbish?

Have you already paid / have a hire contract? Can you get out of it? As soon as we walked into our Moss Bros we weren't impressed so went two doors down to Austin Reed instead; totally different customer service (much less conveyor belt-style and a proper tailor, rather than a young guy/girl with a tape measure) and the suits were better quality IMO.

We've paid the deposit on them all sadly. I am going to email them with all my concerns and I may ask for a refund due to how completely crap they are (probably word it a bit better than that!)

i could kick myself

Moss bros are flippin abysmal.

admittedly they were the first one we went to back in October just to check it out and the store in Peterborough has the most amazing girl working there, we were so happy. But our main store is Cambridge so I hauled four lads there in the peein' rain.

- they didn't acknowledge us

- when we eventually got downstairs the girl started pulling random shirts and jackets out (we are having a black tie weddig so tuxedos) to "give us an idea". I explained that I want to see all four lads in something before we order and commit. She said "why would I do that?" "Because I want to see all four lads in tuxedos because one is a hobbit, one is the hulk and two are in the middle, one skinny as a rake and H2B like Phil Mitchell." Now I didn't say exactly this but she looked at me and said "no."

- I stupidly went back because the lads all wanted an 'easy route' so we were going to order and pay for the French connection tux. They again didn't acknowledge me. When they did the woman said "do you have an account?", I said "no, I don't know if I don't want to order from you yet". She glared at me and we were sent downstairs. Asked the lad to measure H2B up, and was told we were in too early it has to be six weeks prior. This is late April for our July wedding. He wanted to see us in June. We had never been told this before.

- there were also issues with money. Forgetting this and adding that etc etc etc. Overall I just wanted an efficient, practical service. I don't need the bridal shop treatment for the lads. H2B and I are terrible, have worked in customer facing/serving industries ourselves we really do expect good service, knowing how simple it can be to tick the boxes and comimunicate freely with the customer.

we went with an independent near where we live in the end. They were fantastic and we have wanted for nothing. They were cheaper too

I photographed a wedding a couple if years ago where the suits had been hired from Moss Bros. All five men had attended branches for fittings. The suits arrived on the wednesday for a Friday wedding. Two suits did not fit all all and I think one shirt didn't.

The bride phoned Moss straight away and they said there was nothing they could do at such short notice! So the bridal party had to go the Debenhams the day before the wedding and buy suits.

You have got me all nervous now Just ordered five suits from there! I have to say I went in twice and both times found them quite helpful. I get married in 5 weeks so hope they are ok...

I popped into Moss Bros Milton Keynes the other day to find out about their suit hire, rough costs, suits offered etc and the bloke pretty much laughed at me, told me I was looking too soon (for next May) and then proceeded to ignore me when I asked for a brochure, opting instead to make an important telephone call. Needless to say, we will not be getting anything from them. We're probably going with Formal Tailor in Bicester who are so much nicer and offer a service where suits can be posted out!

Austin Reed! Were fantastic all the guys went in together to get fitted but were able to pick up from their local stores for convienience.

My friend had the same treatment at moss bro too... Went in jan looking for suits for his August wedding! They laughed and told him to come back in June...

I thought it was hilarious because when my OH who is groomsman told me he was going I predicted that is exactly what would have happened!

At that point we hadn't even been to look at suits for our wedding in June.

NearlyMrsAfS where did you go in the end? I'm Cambridge based too so would love an alternative after hearing how crap Moss Bro are!

I went to James in Ely. They were really helpful. They don't have as much stock and they aren't as "trendy" as moss bros claim to be but they do a classic version of each typical groom look IYKWIM.

Yes, Moss Bros are crap. The amount of times there has been something missing, damaged or the wrong size (usually peak season) at nearly every wedding or during the point of collection is quite bad.

Debenhams suit departments have a groom goes free offer all year round. When I got mine from there we got the grooms suit free and a further 10% off the final balance and there's a debenhams in most city's

We've had a lot of problems with Moss Bros lately, they are so flippin' slow and blase about everything! My dad went to get measured up for his suit a little while ago when it was listed as within the correct time frame to do so, only to be told he was too early! So he waited a month, went back only to find that the shop was being refurbished for 4-6 weeks! There was no notice in the window or anything with any details or even where the nearest Moss Bros was in relation to that one!

Then when we tried to pay the balance at the weekend there was some computer glitch meaning we had to pay in 2 stages, along with them mixing up some of the names in the groomsmen party. Just all very annoying all in all!

Hi Lizzy,

I am the commercial and operations director at Moss Bros. I'm really disappointed to hear that you've been having problems with our service. If you email me personally at *******@********.**.** with the store you've booked through and your account number, I promise that I will personally ensure we get this right for your big day.

With my best wishes

Jemima

Hi MrsBW,

I am the commercial and operations director at Moss Bros. I'm really disappointed to read the feedback on the site. If you email me personally at *******@********.**.** I promise that I will personally ensure we get this right for your big day.

With my best wishes

Jemima

Hi Mazza32 (I'm sure that's nt your real name!),

I am the commercial and operations director at Moss Bros. I'm really disappointed to read the feedback on the site. If you email me personally at *******@********.**.** I promise that I will personally ensure we get this right for your big day.

With my best wishes

Jemima

Hi Nixy3,

I've responded to a few posts on here already - I am the commercial and operations director at Moss Bros. I'm really disappointed to read the feedback on the site. If you email me personally at *******@********.**.** I promise that I will personally ensure we get this right for your big day if you are prepared to give us another go.

With my best wishes

Jemima

Hi NearlyMrsAfs (if not already!),

I am the commercial and operations director at Moss Bros. I've responded to a number of posts already as I'm really disappointed to read the feedback on the site. It sounds like we have already lost your business, and I can't say I blame you; however, if you email me personally at *******@********.**.** with the detail, I promise that I will look into what went wrong. I take customer service very importantly and I'm only sorry you felt you couldn't trust us for your most important occasion.

With my best wishes

Jemima

Hi Chris,

I'm the Commercial and Operations Director at Moss Bros and take customer service very importantly. Perhaps you would be kind enough to email me at *******@********.**.** with your experiences and I promise I will personally investigate the issues and ensure improvements happen in our stores. We do get lots of amazing feedback from customers, and recent brides and grooms have featured in our wedding brochure as they were so delighted with the service. Clearly we are getting it wrong in some instances and I would love to be able to close this gap.

With best wishes

Jemima Bird

We actually bought our suits at an M&S outlet, they're gorgeous, we get to keep them, and it is so much easier to deal with!

Oh hun! my sympathies. you couldn't have paid me to use moss! they're as useless as youngs used to be (and believe me- youngs used to be atrocious)!

we too were ignored, were laughed at and told we were looking too early, but the biggest annoyance of all was that they flatly refused to put mr winter in ANYTHING. said their policy was, 'you select and pay now, then they take measurements nearer the time and you get a try on for the groom near the day'. this was the basingstoke branch but camberley said the same a few weeks later too.

how in gods green earth could i work out what would suit mr winter, without seeing mr winter in it??? lord above.

we too went elsewhere to an independent shop in guildford. it cost significantly more, but it was worth it for better service.

i really hope you get it sorted. with this moss person now commenting it looks vaguely promising at least! best of luck lovely! xxx

I'm really worried now : (

We've ordered all our suits from there, paid in full, I was so happy about getting something ticked off our list but reading all this feedback has got me anxious : (

Well think of it this way ladies who have booked with moss- they must get SOME of it right, otherwise they wouldn't still be in business. as i say they weren't for me personally, but they've been around -quick google- since 1851 and have -more googling- 150 outlets, so they can't ALL be rude and useless

chin up girls- ultimately it's not about the suit, so even if it all goes t*ts up with moss, you'll still end up married to your perfect man. as so many men say; they'd marry us in bin bags, so i'm confident we'd marry them in hessian sacks in my case that would have gone with the decor even! haha

xxx

To be fair the staff at our branch were lovely. We were there for ages on a busy (and hot!) Saturday whilst OH tried on lots of suit combinations. Hopefully this is a good sign....!

Thanks for the reassurance! : )

We ordered and paid in full for our suits (well OH and the lads) from the Trafford Center branch and the staff on both occasions were quite helpful and pleasant and we were there for almost 2 hours and never felt rushed. I did worry at first about reading the negative comments, however whilst we were in the shop we did see a couple of suits coming back with issues but they were all sorted within a few minutes, one had a button missing they got it repaired right there! Like one of the PP pointed out they have been in business long enough and if they were rubbish everywhere they wouldn't last. Anyway I just hope all our suits turn up in correct sizes and colour, I'll soon find out! Fingers crossed Xx

My friend got married a few weeks ago and hired the suits from Moss Bros in Milton Keynes only to be told a few weeks before that the store was closing for refurbishment and she would need to collect them from Northampton, when she asked them to deliver them they said they could only do that if she paid. Really terrible service.

What's the latest? Did anyone email the lady from Moss?

I used Moss Bros for my first wedding and we had problems. The groom, best man and one of the ushers were all fine through the Oxford Street branch, but they were so bad when FIL went in to his local store that he said he wasn't wearing the hired suit and we had to spend ages talking him in to going again.

Then they were singularly unhelpful with my dad, who was terminally ill and in a wheelchair and again wanted to not wear the suit after the way they treated him.

They had real problems with my brother (usher) who is 6'5" and my nephew (pageboy), who was 3.

In the end they all got suits and wore them but the fit wasn't the best on some of them, despite everyone having gone in for fittings, and like others have said we were told it was too late to do anything about it when they came in wrong. I think we mostly got away with it, though.