Moss: most-reported complaints
Automated analysis of 100 public Trustpilot reviews published 2026-05-16 to 2026-09-24. TrustScore 2.7 from 2,679 total reviews — see the Trustpilot page. Quick answer: is Moss legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report unhelpful support, which accounted for 49% of the 71 complaints identified in the last 100 reviews. Refunds were refused in 25% of these complaints, and delivery failures were cited in 24% of cases. Issues regarding items not matching their description made up 17% of the complaints. The trends for support, refund, and delivery issues are rising, while complaints about product descriptions are falling.
How to reach Moss
These are the contact details Moss publishes on its Trustpilot profile, as of our last check on 2026-09-28 — phone 01156478487, address 128 Albert Street, London, NW1 7NE, GB.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2017-12-08, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-27. We last checked this profile on 2026-09-28 and found 100 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Severity: 35% of this company’s 71 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.5 days between the experience and publishing their negative review (71 reviews record both dates).
What their policy promises
support availability: at any point
“If you would like to speak to one of our customer service agents at any point, you can ask to speak to a human at any point if you are using live chat, our chatbot or web forms.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-28.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-28.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 62 negative reviews that received a public reply, the median wait was 7.1 days — the company profile reports an average of 8 days.
Reply quality: of 62 company replies to negative reviews analysed, 6% engaged with the specific problem and 94% were generic templates.
Sector benchmark: support unhelpful makes up 49% of this company’s complaints vs a 18% median across 175 ranked companies in its sector.
Review velocity: 232 of this company’s 2,679 Trustpilot reviews (9%) were written in the last 12 months.
What are the most common complaints about Moss?
Support unhelpful
35 reports · 49% of complaintsrising since 2026-09“Moss Bros simply refused the refund and repeatedly insisted that the matter was closed”
2 readers marked this review helpful on Trustpilot.
“the entire return is being rejected because apparently labels were removed”
2 readers marked this review helpful on Trustpilot.
“They’re clearly trying to make it too much of a hassle to return so you won’t do it”
The company replied on 2026-09-01: “Hi Jacob, thank you for your feedback, we appreciate you taking the time to review your recent experience and we will be sure to pass this along to the relevant departments.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Refund refused
18 reports · 25% of complaintsrising since 2026-09“Moss Bros simply refused the refund and repeatedly insisted that the matter was closed”
2 readers marked this review helpful on Trustpilot.
“the entire return is being rejected because apparently labels were removed”
2 readers marked this review helpful on Trustpilot.
“They’re clearly trying to make it too much of a hassle to return so you won’t do it”
The company replied on 2026-09-01: “Hi Jacob, thank you for your feedback, we appreciate you taking the time to review your recent experience and we will be sure to pass this along to the relevant departments.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Delivery failed
17 reports · 24% of complaintsrising since 2026-09“They put items on sale to lure customers into buying, only to cancel the order later”
The company replied on 2026-09-01: “Hi Nehel, thank you for sharing your feedback with us. This is what’s helping us always improve and we’ll make sure to take note of your review to share it with our teams.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Emails to Moss largely go unanswered”
The company replied on 2026-09-01: “Dear Richard, thank you for sharing your feedback with us. We’re sorry to hear that you’ve not had the experience you wished for with us. This is what’s helping us always improve and we’ll make sure…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“ghosted for 5 days over a lost parcel I paid extra for Moss’s express delivery service”
The company replied on 2026-08-26: “Thank you for sharing your feedback with us. This is what’s helping us always improve and we’ll make sure to take note of your review to share it with our teams.”
Our classifier read this reply as a template response.
Not as described
12 reports · 17% of complaintsfalling“One suit was even the wrong colour”
The company replied on 2026-09-01: “We sincerely apologise for the difficulties you faced, Nathan. Your experience is not reflective of our standards, especially for such an important event like a wedding. We understand how crucial…”
Our classifier read this reply as a template response.
“I had to hunt around to buy a similar waistcoat to purchase. When contacting customer services I was offered apologies, excuses”
The company replied on 2026-08-26: “Thank you for your feedback, we appreciate you taking the time to review your recent experience and we will be sure to pass this along to the relevant departments.”
Our classifier read this reply as a template response.
“Incorrect items were supplied, corrected suits were mistakenly sent back”
The company replied on 2026-08-26: “Thank you for letting us know about this situation. We’re sorry to hear that you’ve not had the experience you wished for with us. We’re usually known for our attention to details, and we’re…”
Our classifier read this reply as a template response.
Faulty product
11 reports · 16% of complaintsrising since 2026-09“I collected it on 7 September and immediately discovered the trouser legs were uneven.”
“they couldn't get a shirt to fit the 12 year old so we would need to go to next to buy one”
The company replied on 2026-08-26: “Thank you for letting us know about this situation. We’re sorry to hear that you’ve not had the experience you wished for with us. We’re usually known for our attention to details, and we’re…”
Our classifier read this reply as a template response.
“the jacket had multiple pulls bobbles and creases, also the button of the jacket had a mark on”
The company replied on 2026-08-04: “Thank you for your feedback, we appreciate you taking the time to review your recent experience and we will be sure to pass this along to the relevant departments.”
Our classifier read this reply as a template response.
Poor core service
8 reports · 11% of complaintsfalling“I was called a liar by a store manager”
The company replied on 2026-07-30: “Thank you for your feedback, we appreciate you taking the time to review your recent experience and we will be sure to pass this along to the relevant departments.”
Our classifier read this reply as a template response.
“OUR WEDDING DAY. No call. Nothing. And no answer from the Colchester store either when we, in a panic, tried to get in touch with them.”
The company replied on 2026-06-10: “Thank you for letting us know about this situation. We’re sorry to hear that you’ve not had the experience you wished for with us. We’re usually known for our attention to details, and we’re…”
Our classifier read this reply as a template response.
“sizing was completely wrong - they have messed up his order entirely”
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-28.