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moleonline.com
Reviews:

1,185 reviews in the last 12 months12,813 total reviews  

4.27
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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9 days ago
 Verified review

Completely incompetent!

Placed an order on 1st April and heard nothing from them until 10th April, during which time we were waiting patiently for the product to arrive. Their correspondence of 10th April was actually to inform us that the item we had bought was unavailable and we would be receiving a refund. Unacceptable to wait this long for an order cancellation. Complete incompetence. Hope the refund is quicker to arrive.
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Answer by moleonline.com
4 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
5 Apr 2024
 Verified review
I ordered a rucksack which they have taken payment for, but not dispatched the item. I have emailed to ask what happened and have no reply. There is a phone number which they do not answer. Considering this is a shop I have been connected to my whole life, I am shocked by how bad the service is. They just robbed me of £27
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Answer by moleonline.com
4 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
7 days ago
 Verified review
Take too long to process order..waited nearly a week and didnt even get a notification of when the order would be sent.. asked for a refund and got that okay
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Answer by moleonline.com
4 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
30 Mar 2024
 Verified review
Very difficult to order on line and rang 4 or 5 times before answered different days Also promised someone would ring back. Never happened
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Answer by moleonline.com
4 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
26 Mar 2024
 Verified review
orded twice of there website and both times told items not in stock but items remain on website and can still order!!
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Answer by moleonline.com
27 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
21 Mar 2024
 Verified review

Poor !

6 days after my online order the product hadn't even been dispatched so cancelled my complete order.
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Answer by moleonline.com
25 Mar 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. 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
22 Mar 2024
 Verified review
I ordered a membership card on the 12th March… still not arrived.
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Answer by moleonline.com
22 Mar 2024
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 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
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
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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
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
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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
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
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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
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
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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
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.
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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
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
29 Feb 2024
 Verified review
Delivery service very slow was told 3 to 5 days took 7 days to get Delivery on standard delivery
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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
21 Feb 2024
 Verified review
Deliver in the 3-5 days as stated and not when someone has to email to complain.
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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
2 Mar 2024
 Verified review
Unable to replace faulty stock although staff as helpful as was possible
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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
26 Feb 2024
 Verified review
Have not received order or heard from them but took my money
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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
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
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
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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