moleonline.com- Logo - reviews

moleonline.com
Reviews:

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

4.29
Good

Trustmark
Valid

Includes Buyer Protection

Certified since: 1 Aug 2013
The Trustmark indicates trustworthy online retailers.
moleonline.com fulfils all Trusted Shops quality criteria, including
  • Verified identity
  • Encrypted data transfer
  • Clear ordering process

Trusted Shops Buyer Protection

This company offers Trusted Shops’ buyer protection up to £2,500. Find out how this secures your transaction.

Our mission is to enable digital trust. Find out how reviews work at Trusted Shops.

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.
Our mission is to enable digital trust. Find out how reviews work at Trusted Shops.

Reviews for moleonline.com

Sort by  
Latest first
(103)
Reset
3 days ago
 Verified review
orded twice of there website and both times told items not in stock but items remain on website and can still order!!
Report review
Answer by moleonline.com
2 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
8 days ago
 Verified review

Poor !

6 days after my online order the product hadn't even been dispatched so cancelled my complete order.
Report review
Answer by moleonline.com
4 days ago
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. Our Customer Service team can be contacted on 01769 575675 or by emailing customer.services@molevalleyfarmers.com should you wish to share any further feedback. Kind regards, The Mole Online Team
9 Mar 2024
 Verified review
Advertising and taking payments for products not available Twice this has happened I have ordered and paid for items , later to be refunded
Report review
Answer by moleonline.com
11 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
2 Mar 2024
 Verified review
Unable to replace faulty stock although staff as helpful as was possible
Report review
Answer by moleonline.com
4 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
Delivery service very slow was told 3 to 5 days took 7 days to get Delivery on standard delivery
Report review
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
26 Feb 2024
 Verified review
Have the body protectors available in the shop to try on. Put a size guide on line. I am returning mine which is bulky and uncomfortable.
Report review
Answer by moleonline.com
27 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
26 Feb 2024
 Verified review
Have not received order or heard from them but took my money
Report review
Answer by moleonline.com
27 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
25 Feb 2024
 Verified review

Still selling items not stocked

Took my money. A week later told me item wasn’t in stock and no more stock coming but I would have to wait 5 days for a refund. Item showing as still in stock so I telephoned and was told definitely no stock and it would be removed. Three days later item still on website for purchase
Report review
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
23 Feb 2024
 Verified review

Burst bags

Two big bags burst catsan put in plastic sack thats not how it should be sent plus bags should be hole terrable service even if bags were hole when put in thats no way to send outc
Report review
Answer by moleonline.com
24 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
23 Feb 2024
 Verified review
Delivery very poor, had to chase for them to come back and say experiencing delays, this is mid feb and there web site did say delays on Christmas deliveries. Courier have emailed to say expecting parts from mole but that was 2 days ago. Have had to buy these parts from somewhere else now
Report review
Answer by moleonline.com
24 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
21 Feb 2024
 Verified review
Deliver in the 3-5 days as stated and not when someone has to email to complain.
Report review
Answer by moleonline.com
22 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
16 Feb 2024
 Verified review
Report review
Answer by moleonline.com
19 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
12 Feb 2024
 Verified review
Do not keep to advertised delivery times
Report review
Answer by moleonline.com
12 Feb 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. . Kind regards, The Mole Online Team
8 Feb 2024
 Verified review

DONT DEAL WITH MOLE VALLEY

take an order then pay , charged delivery fee , payed , then 1 week later two emails saying delivery will be on way . Then another saying we can't deliver and a refund will be credited to my card , which will take another 5 day . Conveniently for got to refund the delivery charge . so now funded a business for 10 day without any product . total waste of time and will never deal with company again.all I can say WHAT A JOKE MOLE VALLEY IS
Report review
Answer by moleonline.com
8 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
7 Feb 2024
 Verified review
My order took 9 days to arrive which by today’s standards is very poor. (It was supposed to be 3-5 working days) I contacted customer service after 3 days to check when my order would arrive and they couldn’t tell me, said they would get back to me and didn’t. Maybe an option for a paid faster delivery would be useful if like me you need the pet food fast.
Report review
Answer by moleonline.com
7 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
I ordered on 21 Jan and as of now 31st January I have not heard anything about when my order is being delivered
Report review
Answer by moleonline.com
1 Feb 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, 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. Please contact our websales team on 01769 576419 for an update on your order. Kind regards, The Mole Online Team.
29 Jan 2024
 Verified review

Appalling service

Improve dispatching an order from a secondary company. Improvement on informing customers about any problems with the order. Poor service when a refund is requested
Report review
Answer by moleonline.com
30 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
22 Jan 2024
 Verified review

Not received order

Haven't received my order yet or communication to explain what's going on with it
Report review
Answer by moleonline.com
22 Jan 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 Online Team.
22 Jan 2024
 Verified review
It shouldn’t take over a week for my order to be dispatched it is now 10 days since ordering the item and I still haven’t got it. I will shop elsewhere in future
Report review
Answer by moleonline.com
22 Jan 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 Online Team.
13 Jan 2024
 Verified review
Respond to customers enquiry emails quicker. Do not state item dispatchef when in fact have not been.
Report review
Answer by moleonline.com
16 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 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.