Moss Bros Trafford Park

I went out of my way today to visit this specific store because of the outstanding service I received from Mark on my last visit. He’s a superb professional, knowledgeable, attentive, and genuinely personable. His customer service goes above and beyond, and you can tell he takes real pride in what he does. Mark makes the whole experience feel effortless, offering clear advice without any pressure and taking the time to understand exactly what you need. It’s rare to meet someone who combines expertise with such a warm, approachable manner. Genuinely one of the best customer service experiences I’ve had, he’s a real asset to the store.

Unfortunately had a bad experience here. Bought a suit online for £200 last week. Tried it on at home for 20 minutes with my shirt and tie to see if it would be comfortable for sustained wear. It was too tight. Took it to the store to return. They declined to accept the return because it "showed signs of wear": 1. There were "crease marks" on the trousers (yes, it was delivered in a soft bag where it was crumpled up, and I wore it to try on, so obviously there would be some creasing). 2. There was an apparent "stain" on the jacket (this so called "stain" rubbed out within 3 seconds of rubbing it with my finger in the store itself, so can't have been a stain) 3. The tag was "removed and replaced" (I can't see any evidence of this, but appreciate they may be better at telling this than I am. Either way, it wasn't me, so if it's true, must have been a previous owner and this wasn't checked by the factory before they sent it to me). They told me to call customer service who may be able to help. They told me there is nothing they can do. Unfortunately, I'm now stuck with a suit that doesn't fit having paid £200. I also have to buy another suit for the event I originally bought this suit for next week, which means I'm out a significant amount of money, through no fault of my own, which I can't do anything about now. I have shopped at Moss a number of times over the years but on principle will now not do so again.

My recent trip to Moss Bros, I had the pleasure of being served by a lovely gentleman by the name of Kiyan. We went in looking to get a custom 2 piece suit and the service provided by Kiyan was by far the most extensive and professional I’ve ever had in my life. He took time to explain everything and he also made sure all the fine details of the suit were correct. I still am yet to receive my suit but if the suit is even half as good as Kiyan was then I’m sure it will be amazing. Work like this should not go unnoticed by the company and it really does make all the difference when choosing where to spend your money. Would definitely recommend to anyone looking to purchase.