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moleonline.com
Reviews:

1,196 reviews in the last 12 months12,745 total reviews  

4.29
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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14 Mar 2024
 Verified review
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.
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Answer by moleonline.com
14 Mar 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 regards, The Mole Online Team
29 Feb 2024
 Verified review
Advertising products that they haven't got ordered rhubarb, not available, looking to order boots advertised for the wife, can't order.
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Answer by moleonline.com
1 Mar 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
7 days ago
 Verified review
I ordered a membership card on the 12th March… still not arrived.
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Answer by moleonline.com
7 days ago
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
14 Feb 2024
 Verified review
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.
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Answer by moleonline.com
14 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. Kind regards, The Mole Online Team
15 Feb 2024
 Verified review
Received email advising order had been dispatched, even though it hadn't. Delivery tracking link on email was broken returning a 404 error.
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Answer by moleonline.com
19 Feb 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
14 Feb 2024
 Verified review
Great price for what I purchased. Delivery quoted as 3-5 working days: actually took 7 - very disappointing.
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Answer by moleonline.com
19 Feb 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
15 Feb 2024
 Verified review
Update customers if there is problems with their order and not rely on the customer to chase the order up.
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Answer by moleonline.com
19 Feb 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
31 Jan 2024
 Verified review
Slow on despatch, order arrived in a box but not in an individual protective bag inside the box.
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Answer by moleonline.com
1 Feb 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
15 Feb 2024
 Verified review
My order Wes placed on the 5th of February - it was delivered on the 15th of February
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Answer by moleonline.com
19 Feb 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
15 Feb 2024
 Verified review
Delivery wait was too long, no communication from them to inform me of the delay.
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Answer by moleonline.com
19 Feb 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
21 Feb 2024
 Verified review
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Answer by moleonline.com
22 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
12 Jan 2024
 Verified review
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 a 20% discount on my next purchase and arranged that I could do this at Yeovil. Stefan a yeovil honored this and I managed to buy my fiancées 40th birthday present. I was put out by the experience but between Natalie, Gary and the Yeovil store, you recovered and I will still use your services in the future.
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23 Jan 2024
 Verified review
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.
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Answer by moleonline.com
23 Jan 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
7 Jan 2024
 Verified review

Terrible service

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
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Answer by moleonline.com
7 Jan 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.
16 Jan 2024
 Verified review
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
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22 Jan 2024
 Verified review
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
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Answer by moleonline.com
22 Jan 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
29 Dec 2023
 Verified review
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
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Answer by moleonline.com
30 Dec 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.
4 Jan 2024
 Verified review
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.
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Answer by moleonline.com
7 Jan 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.
JP
john p.
crowborough
3 Jan 2024
 Verified review
hav'nt received order yet and your asking for rating feedback, very poor christmas/new year delivery otherwise no complaints
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Answer by moleonline.com
7 Jan 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.
29 Dec 2023
 Verified review
No update on my order after a large number of working days have passed. Not ideal at all.
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Answer by moleonline.com
30 Dec 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.