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moleonline.com
Reviews:

1,199 reviews in the last 12 months12,715 total reviews  

4.30
Good

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Top positive review

9 Jun 2023
 Verified review
Ordering was a very positive experience. Easy to order. Good price. Free delivery. My goods were delivered promptly. I would have given FIVE STARS if DHL's service wasn't so abysmal! Despite editing my address to include "deliver to side door", AND specifying a safe place, DHL completely ignored ALL instructions, and did exactly what I wanted to avoid! 5 or 6 hours ahead of delivery, I received a text from DHL, giving a 1 hour time slot (They were nearly an hour early!) As they threatened to leave my parcel with a neighbour if I wasn't at home, I followed the link in the text to nominate a safe place. Being disabled, and knowing that the delivery items were heavy, I didn't want to have to retrieve from a neighbouring house, and I was at home all day. I ticked the "other" box, and requested that the courier knock at and leave package at the side door! This was received by DHL and confirmed, BUT DHL decided to leave the very heavy boxes on the step in front of my FRONT DOOR. This was a health and safety issue, as the boxes were left blocking my door. I had NO IDEA that they were there, and it's lucky that they were not stolen, as they were in FULL VIEW of all passers by and traffic. When I received a text, saying that I (my name) had accepted delivery, I was concerned, as I thought that they must have been delivered to the wrong address, but then I saw the photograph, showing the boxes in front of my door. I can't even open the front door, as the lock is jammed. I always use the side door. WHY could they not just have followed the instructions? I spent 45 minutes STRUGGLING to unpack my items, one handed, supporting myself with my stick, and IN FULL VIEW of anyone passing, and then having to bring each individual item back around the house to my side door, in order to bring them indoors. This was TOTALLY UNNECESSARY! All DHL had to do was READ my address and my instructions. I was in agony for the next 4 days. I complained to DHL, but they have completely ignored me! I probably won't order from Mole Online again, and it is solely because of DHL.

Top negative review

19 Jan 2024
 Verified review
The items I purchased were shown as in stock at time of ordering and the delivery information stated that delivery would be 3 - 5 working days. A week after placing the order, I had not received any dispatch confirmation so sent a query asking for an update. Within 24 hours I received an automated mail stating my order had been dispatched with a link to track it. The link didn’t work, so I sent another query asking for a new link. The next day I received a response to my initial query to inform me my order would be dispatched that day! The following day I received a response to my second query about the tracking link which included a tracking number. I then received my order later the same day. Overall, the experience was ok as I received my order and the product is good. However, the delivery and communication to customers isn’t so good. I’ve spoken to other people that have ordered from them online and they’ve stated that they have had similar experiences.
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Reviews for moleonline.com

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3 Mar 2024
 Verified review

Dog food

We have been using mole for a while now and at the start our dog who needs grain free etc the wet and dry food used to come really quickly but I would say in the last 6 months even though we order the food in plenty of time we can run out due to the time it takes to send out the food I would also recommend that if there is a delay in one of the products then it would be nice to contact the customer as one time it took nearly 3weeks to receive our order due to the dry food being out of stock but they really should have contacted us and sent out the wet instead but overall the staff are pleasant to deal with and helpful
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Answer by moleonline.com
4 Mar 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
LR
Lesley R.
Carlisle
27 Feb 2024
 Verified review

No communication or irder updates

I placed an order on a Saturday, phoned on the Thursday to find out when it would be dispatched and was told that day or the Friday. I rang again on Tuesday to see what was going on and was eventually told that the item was not in stock. I can’t fault Laura that I spoke to on the Tuesday as she was very apologetic about the situation, refunded my money and gave me a discount code for a future order. I have only scored 3 stars as there was no communication between Mole and myself to let me know what was going on. It would have been higher if there had been.
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Answer by moleonline.com
28 Feb 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 hope we can use this to improve our services going forward. Kind regards, The Mole Online Team
EM
20 Feb 2024
 Verified review

Excellent customer service

Had a query with my order which was answered easily when I was able to speak to a real person so that in itself deserves 5 stars. Slight issue with the delivery company who claimed that the parcel was handed to me personally when it wasn't. Not a big deal for me as I know that other couriers lie like this.
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Answer by moleonline.com
24 Feb 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
22 Feb 2024
 Verified review
Delivery very slow , no communication to say despatched,turned up 2 days later which was day or so after I'd contacted them and they said it was with courier . Came in clear plastic bag as appose to a more environmentally friendly cardboard box. Other than that all was spot on easy ordering and good price.
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Answer by moleonline.com
24 Feb 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
22 Feb 2024
 Verified review

I like that they stock the very best…Cookies Ever Teoni's!!

I like that they stock the very best Cookies ever, Teoni's!! They are exceptional in every way. On the day I ordered was sent email saying, order sent? However, not sent for a week? When with DHL got the same day? I had sent email, day before asking, where are my Cookies. Customer service very good.
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Answer by moleonline.com
24 Feb 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
6 days ago
 Verified review

It's as good as any we have tried

The product arrived quite quickly and so far my dogs are enjoying their feed. I have yet to give them a tin of meat but I'm sure they'll like it. If you could give a discount for people buying a certain amount I'm sure you would get more people interested.
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Answer by moleonline.com
5 days ago
Thank you for leaving us a 5-star review, it’s pleasing to hear that you were satisfied with the service you received. Kind regards, The Mole Online Team
7 days ago
 Verified review
items were not immediately available. they emailed me to inform of a possible delay and asked if i wished to continue with the order. i said yes happy to wait. a few days later items arrived....no real delay to service....good show all-round i say!
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Answer by moleonline.com
6 days ago
Thank you for taking the time to leave a review and we’re happy to hear you are pleased with your order. Kind regards, The Mole Online Team
3 days ago
 Verified review
Simple to use and I've used them recently several times. Although I did recommend them to my daughter who bought a crate from them and she said it was rubbish quality and would not use them again took 7 days to get to her house.
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Answer by moleonline.com
22 hours ago
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
11 days ago
 Verified review

Out of stock!!

Took 6 days to inform me that the main part of my order was out of stock. The website needs to be updated so I can't order out of stock goods and if it happens you need to inform the customer straight away not 6 days later.
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Answer by moleonline.com
8 days ago
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 regards, The Mole Online Team
11 days ago
 Verified review
Ordering process is easy enough delivery times could be better it took a week to dispatch and in the current climate companies are dispatching the same day. Item was delivered well packed.
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Answer by moleonline.com
8 days ago
Thank you for taking the time to leave a review and we’re happy to hear you are pleased with your order. Kind regards, The Mole Online Team
2 days ago
 Verified review
Disappointed with time it took from order to delivery. Ordered 07/03, dispatch confirmation sent 12/03. DHL tracking shows it was collected 13/03 and finally delivered 14/03
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Answer by moleonline.com
22 hours ago
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 hope we can use this to improve our services going forward. Kind regards, The Mole Online Team
5 days ago
 Verified review

Mole Valley online kiln dried logs

Ordered kiln dried logs and for the second time got a discount code for them and free delivery, also delivered very fast , within a few days, good quality logs aswell
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Answer by moleonline.com
5 days ago
Thank you for leaving us a 5-star review, it’s pleasing to hear that you were satisfied with the service you received. Kind regards, The Mole Online Team
4 Mar 2024
 Verified review
Excellent quality stock carried by Mole Valley Farmers, really good friendly service in store and reasonable prices. They will be my first port of call in the future.
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Answer by moleonline.com
5 Mar 2024
Thank you for leaving us a 5-star review, it’s pleasing to hear that you were satisfied with the service you received. Kind regards, The Mole Online Team
19 Feb 2024
 Verified review

Great site for good value.

Ordering online was straightforward with plenty of variety and sizes of dry dog food. Works out great value with the coupon codes and delivery was free! What a boost!
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Answer by moleonline.com
20 Feb 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
20 Feb 2024
 Verified review
Great choice of products and good offers just a little slow with delivery but that said goods always arrive well packaged and in perfect condition.
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Answer by moleonline.com
24 Feb 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
20 Feb 2024
 Verified review

prices are competitive

prices are competitive, order point to delivery time is slow, regular accurate updates for customers awaiting goods would be a good way forward.
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Answer by moleonline.com
24 Feb 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
1 Mar 2024
 Verified review

Great price (when on offer)

Love this bio liquid and quite hard to find in this size. Price great when on offer. But did find them quite slow to process my order.
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Answer by moleonline.com
4 Mar 2024
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
23 Feb 2024
 Verified review
Great range of products at good prices, but have to wait while for order, and they wouldn't allow me to add an item after initial order
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Answer by moleonline.com
24 Feb 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
1 Mar 2024
 Verified review

Excellent personal service

When I needed to change my order I received excellent personal service and everything was sorted efficiently.
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Answer by moleonline.com
4 Mar 2024
We’re happy to hear that you’re pleased with your order and thank you for taking the time to leave us a review. Kind regards, The Mole Online Team
25 Feb 2024
 Verified review

Brilliant

You could not change anything, comes when you say it will, my dog loves it. Thank you Keep up the good work
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Answer by moleonline.com
27 Feb 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