The wedding suits we hired were all wrong and the service was poor – and it cost us £700
We used Moss Bros to co-ordinate the suits we were hiring for our wedding in early July. We had major problems. The waistcoat colours didn’t match, someone’s trousers had to be held up all day with a safety pin, one person’s waistcoat was so big they couldn’t take their jacket off all day, and no one’s hats fitted.
There were also problems with payment as we had been told guests could pay upfront in their local store but were unable to do so, leaving my father to pay for other people’s outfits on collection. My father also had to wait an hour to collect everything because Moss Bros’s system was down and it wasn’t able to release the suits until it could scan the barcodes. This was the biggest day of our lives and we shouldn’t have had to go through what we experienced – especially when the whole thing cost us £700. HH, Charlton Mackrell, Somerset
Moss Bros has a reasonable reputation and the company representative I dealt with was genuinely upset at the service you received.
He said: “We didn’t achieve our service level in this case and we apologised to the customer for this as soon as we became aware.” He explained that your initial complaint had gone to an invalid address, otherwise it would have been dealt with more efficiently. The firm has refunded your entire bill as well as apologising.
You can email Mark King at firstname.lastname@example.org or write to Mark King, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Please include a phone number and an address.