Moss Bros Oxford Street West — Local services in London

I don’t normally leave negative reviews, but my experience was so poor that I felt the need to share it. My hope is that this feedback is passed on to the staff member involved.

I had booked a suit rental appointment and was served by a gentleman in his late 50s or early 60s. From the outset, he was unfriendly and gave unnecessary attitude, despite the fact that I remained polite and calm throughout.

I explained that I needed a suit to collect on Saturday for a wedding on Sunday, with the intention of returning it on Monday. He did a very brief measure of my neck and waist, then handed me a suit to try on. I felt the jacket was too small and asked to try the next size up. He immediately dismissed this, saying the larger size would not fit as well—as if to suggest he wouldn’t allow me to try it. I insisted, and eventually he gave in. In the end, he was right about the fit, but as the customer, I should be allowed to try different options and make that decision for myself.

Next, I asked for a shorter pair of trousers. Again, he pushed back, offering his opinion that the original pair looked better. While I respect his input, I prefer a shorter trouser length, and it felt like I had to argue just to have my preferences respected.

When I asked to try on a shirt, he told me that shirts for rentals are not available to try. I asked what would happen if the shirt didn’t fit on collection day, and he responded that he had measured my neck so it “should be fine.” As someone with broad shoulders from working out, I know that neck measurements alone can be misleading—but I let that go.

When it came time to finalise the rental, he quoted £165. I gently questioned this, as the booking information had shown around £80. He then explained that the lower price was for a regular fit, while the higher price was for a tailored fit. He added that we could switch to regular fit for around £30 less if I preferred. None of this was explained at the start, and I also had to specifically ask how the rental system worked in terms of collection and return days. I told him this felt misleading and that greater transparency would have been appreciated.

I agreed to proceed and paid. However, just as he was printing the confirmation, my girlfriend noticed that the date was wrong—the booking had been made for the following Saturday, not the one we had requested. He told me I would need to pay an additional £8.95 charge. I explained this was unreasonable, as I had been clear from the outset about the date I needed, so I would not pay for his error. He replied that because it was within 14 days, it counted as late notice, and that I had to pay for a courier to bring the suit in—even though the suit was already in store apart from the shirt.

Reluctantly, I agreed, but what followed was 10 minutes of him attempting to cancel and rebook, during which my frustration grew. At that point, I asked to cancel the entire order, telling him the experience had been unacceptable.

A manager then stepped in, who to be fair was very professional and understanding. He acknowledged that the mistake was on the staff member’s part and even offered me a tailored suit rental for £95. However, by then I had lost confidence in the service and chose to proceed with a full refund.

In total, I wasted about 50 minutes and received no apology from the staff...

Saturday December 4th 2021. I don't know if it's a Moss Bross thing but most of the staff seemed very unapproachable here too.

I managed to get one guy to help me, although I nearly lost him to other customers which is fine to help others but I knew exactly what I needed and was desperate to get a suit for my partners brothers wedding as we only had a couple of weeks to get organised.

Plus I had already explained to him that I'd just travelled from Stratford from their other store as this one had been recommended to us.

So he did a good job and managed to get a decent suit ordered for me... So then I ask this older guy very professional looking if I could try the shirts on. No he snapped at me abruptly. Which I should have known but its been so long since I've been out to buy anything decent.

I then asked the guy well is there any chance of getting me measured up, he says there's some try on shirts, this lady will help you and walks off.

So then I have this young girl telling me that a 17.5 shirt will fit me even though I told her it'd be far too small. She was actually right about the collar size but it would no way fit around my fat gut.

Anyway this wasn't the problem the problem was I shut the curtains and thought what is that smell I smelled my armpits to check if it was me even though I knew it wasn't I then smelled the shirts and it was absolutely disgusting.

I only put the shirt on so she could see next time she sees someone of my size she would know to offer them a size 19 because although my neck isn't that big unfortunately my gut is.

So yeah I'm giving this store one star because again most of the staff are very unapproachable and the try on shirts stunk so bad I could smell it straight away.

I know customers shouldn't be walking into their stores stinking so bad and trying on their clothes, but they shouldn't be letting other customers like me...

I had a mixed experience with my suit purchase at Moss Bros West on Oxford Street.

The purchase of the suit was brilliant - I was super impressed with the assistant Arul who was clearly an expert in tailoring. He just had too look at me to know my exact measurements. He gave good advice and did my alterations perfectly based on my feedback. The suit (and altered trousers) looked amazing and I got alot of positive comments on the day of wearing it.

However, what let Moss Bros down was when I came to pick up the altered suit on Friday 7th July at 6pm. Arul was unfortunately not there and I dealt with a taller gentleman who clearly needs additional training in your processes and overall customer service. I came in and said I'm here to collect my suit and he asked if I had a paper slip. I explained I did not receive one but this gentleman immediately dismissed me and said it was impossible (I felt he wanted me to leave the store) - I was a little confused and shocked as I would have no reason to make this up. He continued to argue with me saying a slip would have been provided and made no attempt to take my details or check the system. I had to move the conversation along to providing a solution and with a lot of effort on my part and heavy reluctance on his part, he then checked the back where my altered suit with my details attached to it was found immediately.

It was such a shame as I was singing Arul praises and my overall experience at Moss Bros before I collected it and this let it down massively. It's a shame as before iv paid for something, service is great but once you have my money it's a completely...