Date of publication
22/03/2024
Date of order
12/03/2024
22/03/2024
I ordered a membership card on the 12th March still not arrived.
2.00
Poor

moleonline.com replies: 22/03/2024
Thank you for taking the time to leave us a review. We do not send a physical card out for country memberships, it is all electronic. If you wish to discuss the membership please contact our membership support team on 01769 546234 and they will be able to confirm if your membership is activated to use in store and online. Many Thanks The Mole Online Team

Date of publication
14/03/2024
Date of order
04/03/2024
14/03/2024
Order placed but appeared that until I rang 5 days later (having heard nothing since confirmation of order) nothing had been done to process foresaid. Boots did then arrive a few days later but by then I had had to buy elsewhere. Returned to local store where I was told likely wouldn't be sent back until the end of the week so unsure how long I will be waiting for refund! Very poor online service.
2.00
Poor

moleonline.com replies: 14/03/2024
Thank you for taking the time to leave us a review and apologies for any inconvenience caused. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Our Customer Service team will be more than happy to discuss your feedback further and they can be contacted on 01769 575675 or by emailing customer.services@molevalleyfarmers.com. Kind

Date of publication
29/02/2024
Date of order
19/02/2024
29/02/2024
Advertising products that they haven't got ordered rhubarb, not available, looking to order boots advertised for the wife, can't order.
2.00
Poor

moleonline.com replies: 01/03/2024
Thank you for taking the time to leave a review. We continuously work to try and create a positive customer experience, and we’re sorry to hear that we missed the mark. If you would like to share any further feedback our Customer Service team can be contacted on 01769 575675 or by emailing customer.services@molevalleyfarmers.com and they will be more than happy to take any feedback onboard and we

Date of publication
21/02/2024
Date of order
11/02/2024
21/02/2024
2.00
Poor

moleonline.com replies: 22/02/2024
Thank you for taking the time to share your ordering experience by leaving a review, we do value our customers feedback and we look forward to taking your order again soon. Kind regards, The Mole Online Team

Date of publication
15/02/2024
Date of order
05/02/2024
15/02/2024
My order Wes placed on the 5th of February - it was delivered on the 15th of February
2.00
Poor

moleonline.com replies: 19/02/2024
Thank you for taking the time to leave us a review. We really value our customers feedback and please rest assured your comments will be taken onboard. Kind regards, The Mole Online Team

Date of publication
15/02/2024
Date of order
05/02/2024
15/02/2024
Received email advising order had been dispatched, even though it hadn't. Delivery tracking link on email was broken returning a 404 error.
2.00
Poor

moleonline.com replies: 19/02/2024
Thank you for taking the time to leave us a review. We really value our customers feedback and please rest assured your comments will be taken onboard. Kind regards, The Mole Online Team

Date of publication
15/02/2024
Date of order
04/02/2024
15/02/2024
Delivery wait was too long, no communication from them to inform me of the delay.
2.00
Poor

moleonline.com replies: 19/02/2024
Thank you for taking the time to leave us a review. We really value our customers feedback and please rest assured your comments will be taken onboard. Kind regards, The Mole Online Team

Date of publication
15/02/2024
Date of order
05/02/2024
15/02/2024
Update customers if there is problems with their order and not rely on the customer to chase the order up.
2.00
Poor

moleonline.com replies: 19/02/2024
Thank you for taking the time to leave us a review. We really value our customers feedback and please rest assured your comments will be taken onboard. Kind regards, The Mole Online Team

Date of publication
14/02/2024
Date of order
04/02/2024
14/02/2024
Great price for what I purchased.
Delivery quoted as 3-5 working days: actually took 7 - very disappointing.
2.00
Poor

moleonline.com replies: 19/02/2024
Thank you for taking the time to leave us a review. We really value our customers feedback and please rest assured your comments will be taken onboard. Kind regards, The Mole Online Team

Date of publication
14/02/2024
Date of order
04/02/2024
14/02/2024
Mark goods that are not in stock on the website, to save people ordering them and waiting and waiting for them to arrive, be given a bland excuse of we are really busy, then to be told its out of stock.
2.00
Poor

moleonline.com replies: 14/02/2024
Thank you for taking the time to leave a review. We continuously work to try and create a positive customer experience, and we’re sorry to hear that we missed the mark. Kind regards, The Mole Online Team

Date of publication
31/01/2024
Date of order
21/01/2024
31/01/2024
Slow on despatch, order arrived in a box but not in an individual protective bag inside the box.
2.00
Poor

moleonline.com replies: 01/02/2024
Thank you for taking the time to share you feedback. We’re disappointed to learn of your experience and would like to learn from this so we can improve our service. Kind regards, The Mole Online Team

Date of publication
23/01/2024
Date of order
13/01/2024
23/01/2024
Driver drops stuff outside and doesn't even ring the doorbell - done that twice now. Luckily its not been raining both times.

Second time missed an item off the order and because he didn't knock we didn't know until quite late in the evening the stuff was even there let alone a missing item.

Was replaced the following week but mole need to change delivery company as it reflects badly on them.
2.00
Poor

moleonline.com replies: 23/01/2024
Thank you for taking the time to leave us a review. We really value our customers feedback and please rest assured your comments will be taken onboard. Kind regards, The Mole Online Team

Date of publication
22/01/2024
Date of order
12/01/2024
22/01/2024
Still haven’t received my order suppose to have been sent last week
2.00
Poor

moleonline.com replies: 22/01/2024
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. We continuously work to try and create a positive customer experience, and we’re sorry to hear that we missed the mark. If you still have not received your parcel please contact us on websales@molevalleyfarmers.com or 01769 576419 so that we can help locate your order. Kind regards, The Mole Onli

Date of publication
22/01/2024
Date of order
12/01/2024
22/01/2024
I ordered three items, some days later I received an email advising that two of the items were out of stock and could not be supplied. I am waiting to receive the refund I was promised. Surely their stock control should be aware of stock levels and not accept orders for out of stock items
2.00
Poor

moleonline.com replies: 22/01/2024
Thank you for taking the time to leave a review. We continuously work to try and create a positive customer experience, and we’re sorry to hear that we missed the mark. If you would like to share any further feedback our Customer Service team can be contacted on 01769 575675 or by emailing customer.services@molevalleyfarmers.com and they will be more than happy to take any feedback onboard and we

Date of publication
16/01/2024
Date of order
03/01/2024
16/01/2024
Actually I am still waiting to hear back from mole valley I am not sure but I think the problem could be DHL delivery! I had a 20kg bag of bird seed that arrived completely split bag and it had been put inside another bag but was definitely not 20kg Previous orders from mole valley have been fine
2.00
Poor

Date of publication
15/01/2024
Date of order
05/01/2024
15/01/2024
Ridiculously long delivery time. Still not delivered
2.00
Poor

moleonline.com replies: 16/01/2024
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries after a large Christmas order volume. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Kind regards, The Mole Online Team.

Date of publication
12/01/2024
Date of order
02/01/2024
12/01/2024
I ordered wellies on 2nd Jan. I'd heard nothing by the 8th Jan. I called and spoke with Gary who said he would give dispatch a poke. Next day I got an email saying they were being dispatched. I got an email from DHL saying they were expecting parcel. Day after I got ab email saying due to an error the boots were unavailable and I'd been refunded. I spoke to Natalie in complaints who kindly gave me
2.00
Poor

Date of publication
07/01/2024
Date of order
28/12/2023
07/01/2024
I ordered on the 28th December, still hadn't received anything by 4th January I emailed them on the 4th, received a email on the 5th saying it was waiting to be dispatched so I called them on the 5th.
They said it was waitto be collected today I should have by the 8th NOT GOOD ENOUGH some didn't bother to pick my order
2.00
Poor

moleonline.com replies: 07/01/2024
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries due to Christmas order volume. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Kind regards, The Mole Online Team.

Date of publication
04/01/2024
Date of order
25/12/2023
04/01/2024
In one word COMMUNICATE. I ordered 2 products on 25/12/23 and haven't seen the delivery or heard from Mole since and it is now the 4/1/2024. Neither have I been given a tracking reference.
2.00
Poor

moleonline.com replies: 07/01/2024
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries due to Christmas order volume. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Kind regards, The Mole Online Team.

Date of publication
03/01/2024
Date of order
24/12/2023
03/01/2024
hav'nt received order yet and your asking for rating feedback, very poor christmas/new year delivery otherwise no complaints
2.00
Poor

moleonline.com replies: 07/01/2024
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries due to Christmas order volume. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Kind regards, The Mole Online Team.

Date of publication
02/01/2024
Date of order
18/12/2023
02/01/2024
Haven't received my order yet. Messaged three times and haven't got back to me
2.00
Poor

moleonline.com replies: 07/01/2024
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries due to Christmas order volume. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Kind regards, The Mole Online Team.

Date of publication
29/12/2023
Date of order
19/12/2023
29/12/2023
Order still not received! no emails no contact nothing, very disappointed, order still says processing dont send me the auto response re Xmas delivery delays please
no other companies I used had this issue over the Xmas period. Just a courtesy email would have been nice
2.00
Poor

moleonline.com replies: 30/12/2023
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries due to Christmas order volume. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Kind regards, The Mole Online Team.

Date of publication
29/12/2023
Date of order
19/12/2023
29/12/2023
No update on my order after a large number of working days have passed. Not ideal at all.
2.00
Poor

moleonline.com replies: 30/12/2023
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries due to Christmas order volume. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Kind regards, The Mole Online Team.

Date of publication
28/12/2023
Date of order
18/12/2023
28/12/2023
Haven’t received my order yet !
2.00
Poor

moleonline.com replies: 28/12/2023
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries due to Christmas order volume. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Kind regards, The Mole Online Team.

Date of publication
27/12/2023
Date of order
16/12/2023
27/12/2023
No receipt no delivery updates
2.00
Poor

moleonline.com replies: 27/12/2023
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries due to Christmas order volume. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Kind regards, The Mole Online Team.

Date of publication
23/12/2023
Date of order
13/12/2023
23/12/2023
I recently ordered an item for Christmas but did not receive an email confirming dispatch. On phoning, one of your staff investigated and phoned me back to inform me that the product was out of stock but had been left up on the site, resulting in further orders that could not be fulfilled. Not impressed

The site is a major improvement on your previous website but it needs to be maintained to be c
2.00
Poor

Date of publication
21/12/2023
Date of order
11/12/2023
21/12/2023
The delivery is ridiculously slow! It has still not arrived......
2.00
Poor

moleonline.com replies: 22/12/2023
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries due to Christmas order volume. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Kind regards, The Mole Online Team.

Date of publication
21/12/2023
Date of order
11/12/2023
21/12/2023
Improve your search facility.
2.00
Poor

moleonline.com replies: 22/12/2023
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries due to Christmas order volume. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Kind regards, The Mole Online Team.

Date of publication
20/12/2023
Date of order
09/12/2023
20/12/2023
The lack of delivery information, the time to deliver, the lack of detail from DHL and delivered in parts.
This has been the most poorly informed delivery I have had and cannot understand why it has taken so long.
2.00
Poor

moleonline.com replies: 20/12/2023
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, we are currently experiencing some delays to our standard deliveries due to Christmas order volume, but we will endeavour to get your order to you as quickly as possible. Kind regards, The Mole Online Team.

Date of publication
17/12/2023
Date of order
07/12/2023
17/12/2023
Delivery is too expensive for large items to warrant using it
2.00
Poor

moleonline.com replies: 18/12/2023
Thank you for taking the time to leave us a review. We really value our customers feedback and please rest assured your comments will be taken onboard. Should you have any further feedback, our Customer Service team are on hand to listen and they can be contacted on 01769 575675 or by emailing customer.services@molevalleyfarmers.com Kind regards, The Mole Online Team

Date of publication
16/12/2023
Date of order
06/12/2023
16/12/2023
Ordered a Christmas gift, that was due to be delivered 3-5 working days later. A week later I had received nothing so decided to make contact with them at that point and find out. I was informed that the item was now out of stock, so my order was cancelled on my request. I now have to make a special trip to a shop to buy a replacement on the high street, when I could have ordered it cheaper from a
2.00
Poor

moleonline.com replies: 18/12/2023
Thank you for taking the time to leave a review. We continuously work to try and create a positive customer experience, and we’re sorry to hear that we missed the mark. If you would like to share any further feedback our Customer Service team can be contacted on 01769 575675 or by emailing customer.services@molevalleyfarmers.com and they will be more than happy to take any feedback onboard and we

Date of publication
14/12/2023
Date of order
04/12/2023
14/12/2023
Price might have been ok but it said 3-5 working days and I still haven’t received it ordered 9 working days ago, 11 days in total.
2.00
Poor

moleonline.com replies: 14/12/2023
Thank you for leaving us a review. We value all our customers feedback Please feel free to call into our Customer service team on 01769576415 to speak to one of our team. Kind regards, The Mole Online Team

Date of publication
12/12/2023
Date of order
02/12/2023
12/12/2023
Delivery at order was quoted as 3-5 working days, it's now working day 7 and the order still isn't here. DHL logs show it was picked up from supplier on working day 6. Just received a DHL email on day 7 saying it's at their facility but also showing as delayed.
2.00
Poor

moleonline.com replies: 14/12/2023
Thank you for leaving us a review. We value all our customers feedback Please feel free to call into our Customer service team on 01769576415 to speak to one of our team. Kind regards, The Mole Online Team

Date of publication
08/12/2023
Date of order
28/11/2023
08/12/2023
Keep customers informed re delayed delivery.
I had to chase up the delivery, had no proper contact with anybody in customer service.
Good product, needs to be matched with better service.
2.00
Poor

moleonline.com replies: 09/12/2023
Thank you for leaving us a review. We value all our customers feedback. Kind regards, The Mole Online Team

Date of publication
08/12/2023
Date of order
28/11/2023
08/12/2023
Delivery really slow, still waiting for items ordered nearly 2 weeks ago
2.00
Poor

moleonline.com replies: 09/12/2023
Thank you for leaving us a review. We have passed this onto our fulfilment team. Kind regards, The Mole Online Team

Date of publication
23/11/2023
Date of order
13/11/2023
23/11/2023
Over a week to dispatch, mixed messages from courier, damaged and mouldy items ...
2.00
Poor

Date of publication
14/11/2023
Date of order
04/11/2023
14/11/2023
Usually really good service but this time main/urgent item needed out of stock not told until rest of order dispatched even though I checked the day before and told all was OK. Had to make a 26mile round trip to get the dog food needed. Not impressed.
2.00
Poor

moleonline.com replies: 29/11/2023
Thank you for taking the time to leave us a review and apologies for the delay in shipping your order. As stated on our website, all orders are currently being dispatched via our Standard Delivery service. While we make every effort to deliver within the stated timescales it may be that during exceptionally busy periods delivery times may be longer. Kind regards, The Mole Online Team.

Date of publication
12/11/2023
Date of order
02/11/2023
12/11/2023
If items are out of stock advise people prior to taking their money
2.00
Poor

moleonline.com replies: 13/11/2023
Thank you for taking the time to leave us a review and apologies for any inconvenience caused. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. . Kind regards, The Mole Online Team

Date of publication
01/11/2023
Date of order
22/10/2023
01/11/2023
Haven't recieved yet. Got an email to say another 2 wks
2.00
Poor

moleonline.com replies: 01/11/2023
Thank you for taking the time to leave us a review and apologies for any inconvenience caused. As a business we pride ourselves on our level of service and it is always disappointing when we fall short of the mark. Our Customer Service team will be more than happy to discuss your feedback further and they can be contacted on 01769 575675 or by emailing customer.services@molevalleyfarmers.com. Kind

Date of publication
22/09/2023
Date of order
12/09/2023
22/09/2023
I had to order 2 x 7.5 kilo bags of MV layers pellets instead of 1. This cost me more. I phoned customer services at MVHQ and the assistant couldn't tell me when they were having more. I then had to wait 9 days for delivery instead a maximum of 5. I am not a happy customer of MV, since late 70s early 80s.
2.00
Poor

moleonline.com replies: 22/09/2023
Thank you for your review. Firstly, Many apologies for the experience with your online order. As a result of an IT incident on Sunday the 27th August we have experienced operational challenges. We are sorry for the inconvenience and we remain committed to serving our customers as best we can at this difficult time. Please be advised there may be some delays to deliveries as a result of technical i