Moss Bros Hire: Shocked and then delighted by terrific service!

[Note, I start off negative, but that soon changes…]

There is perhaps nothing more embarrassing on a Monday morning commute than being seen carrying a Moss Bros Hire suit carrier.

I can’t stand it.

It’s so…

Well I just don’t like it.

I think it goes against my exclusive, quality viewpoint.

Perhaps I’ve witnessed too many weddings in downmarket hotels featuring chimps dressed to the nines in Moss Bros Hire attire (which, if you can ignore the contents — i.e., the chimp — does look pretty good.)

Now and again I have to resort to Moss Bros Hire because I haven’t got my arse in gear and bought a jacket for my kilt. I’ve got the whole shebang — everything — except the jacket. I can’t remember why this is the case. So whenever I have the opportunity to get stuck into the proper Highland gear, I need to hire the jacket that goes with it.

There’s a wedding coming up this weekend. Arrrrgh!

I’ve been all over the place with work. I haven’t had time to get it sorted.

I need the jacket for tomorrow.

It’s a potentially big ask.

So I walked into the Richmond branch of Moss Bros Hire at lunchtime today and asked if I could hire the ‘morning dress’ jacket for a kilt.

The chap behind the counter smiled blandly.

“That has to come from Scotland,” he tells me, delighted — I feel — that he doesn’t have to do any work. I get the impression that he’s about to deflect my invitation to take some cash from me by pulling a ‘computer-says-no’.

That’s precisely what he does.

“It takes a week to get it from Scotland… so…”

“I need it for tomorrow or at the very latest, Saturday morning,” I explain.

I’m not sure why I bothered explaining. I think it was in the vain — stupid — hope that the chap might want to actually help me out.

He flashed me another limited, bland smile, “You could try Covent Garden…”

Right.

I could.

‘What about you?’ I thought. ‘You could phone them now for me.’

I didn’t voice that. Obviously. I wanted to get out of the store as soon as possible. The can’t-be-bothered atmosphere was crushing.

“Oh, ok, thanks…” I said, walking out.

Rubbish.

However I had to admit that my expectations were completely and totally met, if not exceeded. This is precisely what I’d expected.

Ultimately it was my fault for leaving it all so late. But you know, that’s a super opportunity to make a good amount of cash out of me.

Anyway.

I thought I’d see if the Bracknell store could help out.

The last time I needed to hire a jacket, my wife and I happened to be in Bracknell and happened to be walking by Moss Bros Hire. I really didn’t want to go in — I wanted to arrange a time with a tailor and get a sodding jacket made. But.. I ran out of time. So we popped into the shop there and — well, I have to say, we were served efficiently.

So I flipped out the BlackBerry, searched for “Moss Bros Bracknell” and hit the call button.

A chap called Dan answered. He was unusually bright, caring and professional. Unusual in the context of my general view of Moss Bros.

“Oh that might be a stretch,” he said, listening to my enquiry. (I’m paraphrasing but words to that effect)

“Let me make a few calls,” he said, before he took my number, “I’ll call you back in a moment.”

I walked back to the office and a minute later, Dan was back on the phone.

“Ok we can get something for you, but it’ll cost an extra £10. Is that ok?”

I practically screamed with delight.

Yes, fine.

In the intervening time I’d looked out my old hire details and quoted the contract number back to him. He looked up the details and bam… job done. I didn’t even have to bother giving him my size.

“Right that’s all sorted,” he said, “Ready for collection tomorrow.”

Get in.

I told him he’d delivered excellent service. I briefly narrated the ‘computer says no’ horror at the Richmond store and then thanked him again.

Thank you to Dan in the Bracknell store for helping me out. Excellent, excellent work.

My perspective of Moss Bros Hire has thus changed rather dramatically — for the positive. I really must update my perspective of the company’s brand. Looking around their main corporate site I see they’re offering quite a wide range of quality services — including recently launching a bespoke suit service from their flagship London store. I rather like the keen, clear pricing strategy too.

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2 Responses to Moss Bros Hire: Shocked and then delighted by terrific service!

  1. Jim July 22, 2012 at 8:34 pm #

    Excellent. I found Regents Street to be a “computer says no” type of place as well. Covent Garden was so-so, although the manager was pretty good.

    • Ewan July 23, 2012 at 8:46 am #

      Good feedback!

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