A customer experience about Moss Bros

Status: Approved

#Rudeness #CustomerService #Communication  Disappointed Annoyed Frustrated 

Kindly shared by Anonymous

What happened

Three days before our wedding we received a call to inform us that the 8 shits we had hired for our wedding would not be available. No alternative was offered. We attempted to contact their customer services but were faced with voicemails and notifications that their offices were still closed (August 2021). We contacted other branches to see if they could help and all confirmed, rather nonchalantly, that nothing could be done. With only three days left before the big day, we visited every store we could to ask for the suit sizes ourselves. Eventually, we tracked down most of the suits. When we delivered the suits back to the store (Hatfield), we asked to speak to the manager as his colleague had promised us a full refund. The manager pretended that he had no idea what our issue was as we had used the suits. He dismissed our issues entirely and was incredibly rude. He did eventually offer a partial refund which we accepted at the time. As far as we are concerned, this issue hasn’t been resolved and a partial refund was not acceptable, especially as his colleague had offered a full refund.

What I wish had happened

No cancellation and no need for us, as customers, to have tracked down the suits we needed.

Where this happened

In Person

Moss Bros Customers

Most talked about by Moss Bros customers

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How this makes Moss Bros customers feel

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33% Rudeness
Feelings:

Disappointed

Annoyed

Frustrated

33% Customer Service
Feelings:

Disappointed

Annoyed

Frustrated

33% Communication
Feelings:

Disappointed

Annoyed

Frustrated

Fashion Customers

Most talked about by Fashion customers

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Low

How this makes Fashion customers feel

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20% Financial Loss
Feelings:

Frustrated

Annoyed

Furious

Disgusted

Disappointed

Unsatisfied

Unhappy

Let down

Insecure

Other

Offended

Displeased

18% Customer Service
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Let down

Unsatisfied

Disgusted

Other

Anxious

Surprised

Insecure

Anti Climax

Displeased

Unhappy

15% Delivery
Feelings:

Annoyed

Disappointed

Frustrated

Furious

Let down

Unhappy

Surprised

Insecure

Unsatisfied

Anti Climax

Anxious

11% Communication
Feelings:

Annoyed

Frustrated

Disappointed

Unsatisfied

Furious

Let down

Insecure

Anti Climax

6% Returns
Feelings:

Annoyed

Furious

Frustrated

Disappointed

Offended

Disgusted

Unsatisfied

Other

Let down

5% Delay
Feelings:

Frustrated

Disappointed

Furious

Let down

Annoyed

5% Fraud
Feelings:

Furious

Frustrated

Other

Displeased

Unhappy

Let down

Disappointed

Insecure

Disgusted

Annoyed

3% Service
Feelings:

Grateful

Happy

Overjoyed

Delighted

Special

Pleased

3% Discrimination
Feelings:

Furious

Offended

Frustrated

Disgusted

Annoyed

3% Expectations Exceeded
Feelings:

Grateful

Happy

Delighted

Special

Pleased

Overjoyed

3% Communication
Feelings:

Grateful

Happy

Overjoyed

Pleased

Delighted

Special

2% Inconvenienced
Feelings:

Annoyed

Frustrated

Unsatisfied

Disappointed

2% Rudeness
Feelings:

Frustrated

Disgusted

Furious

Disappointed

Annoyed

1% Other
Feelings:

Annoyed

1% Quality of product
Feelings:

Furious

Frustrated

Disgusted

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