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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.
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.
Website should be updated to show delivery timescale due to delays
I placed an order and to be fair they did say there was slight delays due to going over to an e-commerce fulfilment centre that week, but it still said delivery 3-5 working days so with a slight delay I would have expected them to at least dispatch in that time. A week later my order was still showing as ‘processing’ so I contacted them to ask if they had an estimated delivery date, they replied to say what it said on the website and lots more excuses to explain delays and my order was in their system but they didn’t see it being delivered before the bank holiday weekend, we are now 10 days after ordering and it’s still showing as processing! My biggest gripe is if their delays are so serious then the website should show this message on every item, not let you place an order and then tell you there may be a slight delay. Good job I managed to cope without the items ordered!
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Answer by moleonline.com
5 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
13 days ago
Verified review
Very pleased with order which arrived promptly and in perfect condition.
Appreciated free delivery but found it tricky to work out from your website which items qualified for this as it seemed to go by weight , and weight of items was not shown in every case) (I was interested in
buying large sized bird foods)
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Answer by moleonline.com
5 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
28 Apr 2024
Verified review
Excellent service, easy to order, quick delivery, good food. Only thing missing is updates on offers. I am signed up for emails but only see the dog food offers if I go online.
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Answer by moleonline.com
5 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
6 days ago
Verified review
Good communication when I sent an email and item arrived in the time frame that they said. Great quality peanuts which the garden animals are enjoying!
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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
26 Apr 2024
Verified review
Always reliable
Ordered 6 items, received 5 with 1 coming when stock allows. This has happened before & I have no doubt the remaining item will arrive.
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23 Apr 2024
Verified review
Replaced mouldy dog kibble free of charge on a next day delivery.
Proven reliable service.
Tracking on last order did not work.
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Answer by moleonline.com
24 Apr 2024
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
slow delivery, poor communication - It took a week & a couple of messages to find out when my order would be delivered
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Answer by moleonline.com
16 Apr 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
12 Apr 2024
Verified review
Good service
The access to customer service and response.
A quicker delivery if possible and doesn't affect profitability
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Answer by moleonline.com
15 Apr 2024
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
24 Apr 2024
Verified review
Items despatched rapidly
The website is easy to use. Items are despatched incredibly quickly and prices seem very competitive.
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Answer by moleonline.com
24 Apr 2024
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
11 days ago
Verified review
Good product range and reliable delivery service.
Use them for my business and no problems
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Answer by moleonline.com
5 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
19 Apr 2024
Verified review
Easy purchase and fairly fast service but didn't have everything I wanted in stock
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Answer by moleonline.com
22 Apr 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 Apr 2024
Verified review
Great product, sent and delivered quickly, good service all round, thanks.
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Answer by moleonline.com
23 Apr 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
25 Apr 2024
Verified review
Problems with DHL but Mole really did work hard to sort it out.
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12 Apr 2024
Verified review
Product and price are fine but delivery time could be improved.
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Answer by moleonline.com
16 Apr 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
6 days ago
Verified review
easy ordering , good delivery service. good value.thankyou.
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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
28 Apr 2024
Verified review
I order you deliver to a safe place, what more could I ask?
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Answer by moleonline.com
5 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
11 days ago
Verified review
Premium dog food
Didn’t know delivery was arriving . But all was fine
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Answer by moleonline.com
5 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
18 Apr 2024
Verified review
Good
Easy to order quick delivery and value for money
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Answer by moleonline.com
22 Apr 2024
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
2 days ago
Verified review
Long delivery even allowing for bank holiday
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23 Apr 2024
Verified review
it was cheap and delivery was on time
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Answer by moleonline.com
23 Apr 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
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