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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.
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Reviews for moleonline.com
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7 Feb 2024
Verified review
Dog food order.
The price of the dog food from mole was very competitive, just took a little longer to deliver my order, that's the reason I only rated it 4 stars.
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Answer by moleonline.com
7 Feb 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
27 Jan 2024
Verified review
I like the fact that I can buy these peanuts and don't have to pay delivery on them. Its always quick and simple ordering online too👍
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Answer by moleonline.com
29 Jan 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
8 Feb 2024
Verified review
Very easy website to use
Website is very easy to use, the prices are very good and communication between customer and company is excellent
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Answer by moleonline.com
8 Feb 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
23 Jan 2024
Verified review
Order process simple delivery time bit slow and no notification until order on its way but on the whole good
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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
Quite a wait from ordering to delivery.
Delivery charges for small orders could be more attractive.
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Answer by moleonline.com
5 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
Mole always an excellent choice for all equine needs and competitive prices too - what's not to like!
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Answer by moleonline.com
19 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
7 Feb 2024
Verified review
Easy to order .
Easy to order and great that it was free delivery .
Shame the courier company weren’t so organised !
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Answer by moleonline.com
8 Feb 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
Products delivered promptly and the products, sunflower seeds an fat balls for birds, were good value
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Answer by moleonline.com
7 Feb 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
24 Jan 2024
Verified review
moleonline.con
Always dispatched quickly and arrives promptly. Prices seem to be competitive and quality consistent
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Answer by moleonline.com
24 Jan 2024
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
21 Jan 2024
Verified review
Usually a good experience but this time there was a long delay in dispatch. Generally a good service
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Answer by moleonline.com
22 Jan 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
29 Jan 2024
Verified review
Arrived as expected, but one box of fatballs was open and a few missing. Other than that it was ok.
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Answer by moleonline.com
30 Jan 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 Jan 2024
Verified review
Easy to order, explanation given about delivery times. Items arrived as described and on time.
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Answer by moleonline.com
25 Jan 2024
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
18 Feb 2024
Verified review
They are very slow at getting the items out.
They are very slow at getting the items sent out , but the products are good.
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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 Jan 2024
Verified review
Order arrived on time, kept upto date on delivery, would definitely use again.
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Answer by moleonline.com
22 Jan 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
14 Feb 2024
Verified review
Purchase of new battery
Purchase easy but delivery took over a week which was longer than I expected
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Answer by moleonline.com
14 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
16 Feb 2024
Verified review
Easy to order on line, product description & quality of goods was all shown.
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Answer by moleonline.com
19 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
29 Jan 2024
Verified review
Delivery within the stated window and delivered to the correct safe place
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Answer by moleonline.com
30 Jan 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
9 Feb 2024
Verified review
all was good just except delivery time was actually 8 days not 3-5 days
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Answer by moleonline.com
9 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 apologise for the delays in shipping your order.
We look forward to taking your order again soon. Kind regards, The Mole Online Team
16 Feb 2024
Verified review
Excellent value
Excellent value. Good product and efficient delivery. The best on line
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Answer by moleonline.com
19 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
Slow despatch time. Took a week to send out but then next day delivery.
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Answer by moleonline.com
12 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
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