I’m getting married at the end of this month. In mid-August my witness and I visited the Moss Bros store on Oxford Street to rent our wedding suits. Everything seemed to be going well and we were told delivery would take about a week.
A week later the delivery arrived but with only the witness costume – mine was not there. Since then, I have been fighting in vain for him to deliver the other costume.
The only way to contact Moss Bros seems to be through an online form to which you get a response saying he will respond within five days.
At my first attempt the response said I had received a resolution and the ticket was closed. I had had neither contact nor resolution. My second attempt is stuck circling around with Moss Bros saying he contacted the store to ask them to contact me. But nothing ever happens.
I don’t know what to do with the wedding date which is fast approaching.
JR, Westcliff-on sea
After spending too much time trying to find a phone number or contact at head office, I finally emailed Moss Bros general manager Brian Brick who, in all honesty, immediately got in touch with me. looked into the case.
Unlike us, he was able to contact the Oxford Street store, and your suit has now been delivered. To apologize for any issues, you will receive a 50% refund of the cost of renting your suit along with a £ 50 gift card.
The Brick says the company has been rushed since the lockdown ended as couples rescheduled previously canceled marriages.
He’s also suffered from staff shortages, and he says he’s recruiting more people to solve customer service issues like the ones you’ve encountered.
From my perspective, finding someone to answer the phone would be a good start. How can you run a wedding costume rental business without a customer phone line?
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