Moss Bros Solihull

"Great experience and very knowledgable staff, Hannah looked after me and my groom party and made sure they were kitted out perfectly with what I wanted! I decided to get a bespoke suit made for me, choosing everything to measure. I even wanted buttons that weren’t available and Hannah made sure I got them! I went to try on my suit today, Hannah nailed it first time and it looks incredible. The team are perfectionist and will be holding onto the suit to get it tweaked closer to the day. Could not recommend them all highly enough!"

"We have encountered numerous issues with the suit hire department in the Solihull branch, for what should have been a straight-forward service for our wedding. During our first visit, I was given the opportunity to try on a small selection of suits that were available in store. It was extremely difficult to make choices based on limited choices both of suit styles and colours of accessories. At the time, we were assured that the cravat colour that was chosen would be available for hire. However, at the time of our order being processed in our final fitting a month later, we were informed that these colour choices were no longer being stocked and were discontinued – essentially wasting hours of our fitting time over the previous weeks! It is extremely disappointing to show off products as part of the fitting that were no longer stock. Additionally, we were incorrectly told (at the point of hire) that the package we had been fitted for was not the standard package and so an amendment had to be made to every individual order to ensure the jacket and trousers would match in colour. The orders had to be amended one-by-one over several hours and needed manager approval. However, we only found out a few weeks before the event that this was COMPLETELY INCORRECT and a different colour trousers had been ordered for no reason. The assistant processing the order had got it completely wrong, wasting hours processing unnecessary orders and it is only because we contacted the store did someone else notice the error, on a rare occasion when the store phone was answered. This is completely contradictory to your website pledge that states ‘the store team will be there to assist and will always endeavour to resolve any issues with your order.’ Not only was it a struggle to contact your Solihull store at any time of day but your staff members were incompetent and continually blamed a ‘legacy system.’ Furthermore, the majority of our (eight) outfits had been sent to the Solihull store, despite all of my groomsmen requesting that theirs should be sent to their local store – in various locations across the UK. After receiving an email stating that all suits were in transit to Solihull (against our wishes), we then needed replacement orders to be dispatched for some, but not all recipients for the correct trousers and pick-up locations. To add to the confusion, some groomsmen received the correct trousers from the original order and others received wrong items. This was a stressful time for us all in the build up to such an important event. Overall, this whole process has been absolutely frustrating and has added unnecessary stress to our wedding planning. Due to appalling communication in the store, I have been forced to make numerous trips during my working hours to resolve these issues. There was nothing on the order sheets that gave any indication that the trousers would not match the jacket – and I trusted that the staff would have the expertise in this area. Promising your customers that you will ‘resolve any issues with your order’ is only applicable if your Store Assistants are aware of the issues in the first place. It should not be the customers job to make your Assistants aware of their mistakes. This is unacceptable. We feel incredibly let down as we have paid you Full-Price, almost to the amount of £1,000, for what should have been a premium service. Issues with communication and the poor-quality customer service have overshadowed our whole experience. We will be very reluctant to use Moss Bros in the future, nor would we be inclined to recommend your services to others. We did not feel that the branch showed any sympathy towards our issues and we often felt like an inconvenience when communicating with the store with our service issues. Being told to ‘pass my issue onto Head Office’ simply is not good enough"

"A poor customer experience. Essentially had to sort myself out looking for a suit for a friend’s wedding. Security tags were left on the suit after paying, meaning I had to go back to the store to get them removed."

"Wanted a suit for a wedding occasion, had no success with other high street stores. Moss Bros, Solihull have very friendly staff, saw the manager David Carlyon who was extremely helpful and sorted me out with a lovely looking suit. Very pleased, would recommend this store to anyone and would be my first port of call for any other suits in the future."

"Located close to TKmax the sale signs encourged me to take a look. Found a great looking grey sports jacket on sale but not in my size. Friendly staff ordered in my size for next day delivery free. Has to be my favourite store for buisness casual wear. Few good deals to check out here. Blue jacket in photo is priced very well..."