Moss Bros Telford

Despite my appreciation for Moss Bros as a brand, my recent experience at the Telford store left me feeling intimidated. The return process, aimed at exchanging trousers purchased online, was lengthy and involved unwarranted inquiries about the size I ordered. When I sought to exchange for a larger size, I was informed it would cost more due to the exclusion of my online discount. Opting for a refund felt uncomfortable, as I was questioned twice if I was sure. I plan to continue online ordering with the discount, puzzled as to why this straightforward exchange couldn't have been accommodated more flexibly. Overall, a disappointing experience.

I had a great experience picking a suit here, the young lady that helped me through picking a suit was very helpful, polite and was nice to talk too!

Ordered online and paid 229 to hire top hat and tails to attend an event of a lifetime at Windsor Castle. Turned up the day before to collect. Told it wasn't on the system and I must have made a mistake when ordering. Assured them I had a confirmation email. Told I must not have paid. Showed them the email receipt. Told it mustn't have gone through. Had to show my bank statement. This went on for half an hour before I was simply told sorry we can't get get you a suit for 3 days. Left very stressed and panicked. Went to peter posh and within an hour walked away with a suit that was not only better but half the price and amazing service. Will never buy or hire from moss bros again. In fairness to the manager Kelly it was an online order and she did sort a prompt refund but horrific to be left the day before what was a very important event that had a very strict dress code with no attire.

Some of the best customer service I’ve ever received !, I was extremely impressed by a younger member of the staff, who was instrumental in helping me choose a solid tie to go with my suit for my interview, was very helpful and also very well spoken. I won’t name but he knows who he is, thank you!

I have a friends wedding in the coming weeks, been looking to get a waistcoat to match my suit. One member of staff was looking after a customer, another was folding, approached this member of staff for help, to be greeted “what’s up” not in a friendly manner! what’s up, do you think that’s acceptable to greet a paying customer. Wasn’t very helpful at all. Will be not coming here again. This is the 2nd time I’ve had bad customer service from a Moss Bros store. Shame as I really like your suits.

Cannot thank Kelly & the team enough for the excellent service they gave us when hiring suits for our recent wedding. Kelly went above & beyond to ensure everyone’s measurements were taken & suits order on time & the support she gave when one waistcoat was a little snug just a day before the wedding was really impressive. Such professionalism & attention to detail was much appreciated, thank you

We made an appointment for Sunday 24th April, we were taking my partners (the grooms) friends (best men) and our dads for their suit fittings. We had already purchased my partners suit from there in February and had great service. We were looking to hire the suits but was also looking to buy incase we didn’t like the hire range. Willing to spend up to £400 per person.

However, when we arrived there was a gentleman working who I presume was a manager, I have to say his customer service was despicable. I explained what we were looking for with regards to hire first and he basically said “go to the back if you want hire” and walked off. When approached again for a bit of professional guidance, he just was not interested in helping and said “go and have a look at what you want” maybe this is just me but when booking an appointment and your told you get a one-to-one expert styling service, that’s what I expected. I am disgusted at the service from This person our appointment was at 3pm. I am so frustrated at this as planning a wedding is stressful enough and a styling expert is supposed to guide and help, we did not get this at all. I am so tempted to now return my partners suit and go to another store who was so helpful and friendly and was also shocked by the actions we received in your Telford store. The store has now lost out on potentially £1600 from us. Possibly more(£2000) if I do return the other suit.

I will say though, just before we was going to leave there was a young man working in there who did come over and try to help the minutes before we left, he was dealing with someone else but he came straight over when he had finished with the other customer, he was lovely and polite. Problem was the damage had already been done. We felt deflated at this point. But I don’t want him to think we wasn’t grateful for his effort.

It doesn’t cost to be polite and helpful, but he needs to remember he’s being paid to provide a service, which he didn’t deliver.