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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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9 days ago
 Verified review
Meet your own delivery deadline Your stated delivery deadline of 3-5 working days is already quite leisurely… 7 working days as has happened with this order is unacceptable! And even when I compensated by ordering earlier than needed, stock shortages frustrated this plan ending up with an even longer delay. You need to sort out your warehouse issues! This delivery also arrived damp despite the last few days being mainly rain-free. Not a huge issue for the dog food I ordered as it’s double wrapped but given part of the order was washing powder this might be more of a problem when that packet is eventually opened! We’ll have to wait & see as this item is not needed for use yet.
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Answer by moleonline.com
4 days ago
Thank you for leaving us a review. We see that you’ve given us a 3-star rating and we would really value your feedback on your shopping experience. Our Customer Service team are on hand to listen to any feedback you may have, and they can be contacted on 01769 575675 or by emailing customer.services@molevalleyfarmers.com Kind regards, The Mole Online Team
5 days ago
 Verified review
The website is pretty poor. Very difficult to find item you know they stock without exact terminology. Even then not necessarily possible. Website says click and collect is available at my local store though I couldn’t sort it out. Went into my store who didn’t have the item in stock and told me they don’t actually do click and collect as nothing works properly since the computer issues a few months back! Really is time they got it sorted or update the website to reflect this and properly inform the customer. Delivery is absolutely fine though when/ if you do finally get to grips with it.
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Answer by moleonline.com
4 days ago
Thank you for leaving us a review. We see that you’ve given us a 3-star rating and we would really value your feedback on your shopping experience. Our Customer Service team are on hand to listen to any feedback you may have, 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
Good price for products bought. ⭐️⭐️⭐️Rating was given because communication was not great. Had to chase for confirmation of delivery details and waited 8 days for delivery with no confirmation of when items would be delivered.
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Answer by moleonline.com
4 days ago
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. Should you have any further feedback, our Customer Service team are on hand to listen and they can be contacted on 01769 575675 or by emailing customer.services@molevalleyfarmers.com Kind regards, The Mole Online Team
8 Mar 2024
 Verified review

Out of stock!!

Took 6 days to inform me that the main part of my order was out of stock. The website needs to be updated so I can't order out of stock goods and if it happens you need to inform the customer straight away not 6 days later.
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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
8 Mar 2024
 Verified review
Ordering process is easy enough delivery times could be better it took a week to dispatch and in the current climate companies are dispatching the same day. Item was delivered well packed.
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Answer by moleonline.com
11 Mar 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
12 days ago
 Verified review
Disappointed with time it took from order to delivery. Ordered 07/03, dispatch confirmation sent 12/03. DHL tracking shows it was collected 13/03 and finally delivered 14/03
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Answer by moleonline.com
11 days ago
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
8 days ago
 Verified review
It took over a week to get the goods to me
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Answer by moleonline.com
4 days ago
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. Should you have any further feedback, our Customer Service team are on hand to listen 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
Delivery was slow and then delayed
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Answer by moleonline.com
4 days ago
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
15 Mar 2024
 Verified review
Slow delivery, always over week
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Answer by moleonline.com
15 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 days ago
 Verified review
Quicker despatch & delivery
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Answer by moleonline.com
2 days ago
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. Should you have any further feedback, our Customer Service team are on hand to listen and they can be contacted on 01769 575675 or by emailing customer.services@molevalleyfarmers.com 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
2 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!!
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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.
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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
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
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
22 Feb 2024
 Verified review
Delivery very slow , no communication to say despatched,turned up 2 days later which was day or so after I'd contacted them and they said it was with courier . Came in clear plastic bag as appose to a more environmentally friendly cardboard box. Other than that all was spot on easy ordering and good price.
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Answer by moleonline.com
24 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
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
DP
Dave P.
Bury St Edmunds
11 Feb 2024
 Verified review
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
10 Feb 2024
 Verified review

Poor quality nuts

The nuts were not a very good quality looked very old and shrivelled.
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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
11 Feb 2024
 Verified review

Slow Delivery

It took a lt more than 3 - 5 working days for 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