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moleonline.com
Reviews:

1,185 reviews in the last 12 months12,832 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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30 Jul 2023
 Verified review
A package not ordered by me but sent from mole (my name & address was in the label in error) was delivered by dhl to me twice despite me telling dhl that the item wasn’t mine
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Answer by moleonline.com
1 Aug 2023
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 MoleOnline team are on hand to listen and they can be contacted on 01769 576419 or by emailing websales@molevalleyfarmers.com Kind regards, The Mole Online Team
12 Aug 2023
 Verified review

Disappointed

Item ordered on 2nd August. On 7th I was advised the item was not available. Disappointed it took nearly a week to let me know my order was not going to be filled.
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Answer by moleonline.com
15 Aug 2023
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. This has been sent to our eCommerce team to investigate if you wish to contact them please phone 01769 576419 or email websales@molevalleyfarmers.com Kind Regards The Mole Online Team
20 Aug 2023
 Verified review
Online shop needs to be up to date items not in stock not listed as such. Ordered items only to be emailed later that item not in stock. Terrible online shop.
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Answer by moleonline.com
21 Aug 2023
Thank you for taking the time to leave a review and we value all our customers feedback. Kind regards, The Mole Online Team
18 Dec 2023
 Verified review
I ordered a item which they knew was not in stock and none in future, therefore took my money and now I have to wait 5 days for a refund not good!
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7 Sept 2023
 Verified review
Normally I receive the order very quickly have been disappointed this time ordered on 28th August and still waiting have emailed twice no responce
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Answer by moleonline.com
7 Sept 2023
Good afternoon, Thank you for your review. Firstly, Many apologies for the experience with your online order. As a result of an IT incident on Sunday the 27th August we have experienced operational challenges. We are sorry for the inconvenience and we remain committed to serving our customers as best we can at this difficult time. Please be advised there may be some delays to deliveries as a result of technical issues impacting our fulfilment operation. We would like to thank all our customers for their understanding and we appreciate your ongoing support during this time. You will find a update from Jack Cordery, CEO of Mole Valley Farmers, on the current IT situation and how we are handling it and the progress we are making on our social media channels and at moleonline.com/customerupdate. Should you need further support please contact our customer service team on 01769 576415
6 May 2023
 Verified review
Ordered horse rug, paid & then day later said out of stock. Often see rugs advertised for sale, try to order but no drop down so unable to order.
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20 Dec 2023
 Verified review
Delivery says 3 to 5 working days now 10 days , not good when you have made arrangements to give purchase as a Xmas present before Xmas :(
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Answer by moleonline.com
20 Dec 2023
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 due to Christmas order volume, but we will endeavour to get your order to you as quickly as possible. Kind regards, The Mole Online Team.
27 Dec 2023
 Verified review
Extremely disappointed that they were unable to deliver my order as theyhad run out of stock. Will think twice about dealing with them again.
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Answer by moleonline.com
28 Dec 2023
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 due to 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.
10 Sept 2023
 Verified review
I think the communication to customers could be better. I went into store to ask about my order/delivery
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Answer by moleonline.com
11 Sept 2023
Good afternoon, Thank you for your review. Firstly, Many apologies for the experience with your online order. As a result of an IT incident on Sunday the 27th August we have experienced operational challenges. We are sorry for the inconvenience and we remain committed to serving our customers as best we can at this difficult time. Please be advised there may be some delays to deliveries as a result of technical issues impacting our fulfilment operation. We would like to thank all our customers for their understanding and we appreciate your ongoing support during this time. You will find a update from Jack Cordery, CEO of Mole Valley Farmers, on the current IT situation and how we are handling it and the progress we are making on our social media channels and at moleonline.com/customerupdate. Should you need further support please contact our customer service team on 01769 576415
7 Dec 2023
 Verified review
If you offer 3 - 5 working day delivery please stick to it. 7 working days is not acceptable.
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Answer by moleonline.com
18 Dec 2023
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 due to Christmas order volume, but we will endeavour to get your order to you as quickly as possible. Kind regards, The Mole Online Team.
5 Dec 2023
 Verified review
50 bags of excellent fuel only let down by them all being very wet both nside and outside.
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Answer by moleonline.com
5 Dec 2023
Thank you for taking the time to leave us a review. We value all our feedback from customers. Kind regards, The Mole Online Team
11 Dec 2023
 Verified review
Provide an update on delivery before it arrives to ensure someone is available to accept
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Answer by moleonline.com
14 Dec 2023
Thank you for leaving us a review. We value all our customers feedback Please feel free to call into our Customer service team on 01769576415. Kind regards, The Mole Online Team
11 Dec 2023
 Verified review
Had to wait longer than expected for delivery resulting in buying a bag to cover.
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Answer by moleonline.com
14 Dec 2023
Thank you for leaving us a review. We value all our customers feedback Please feel free to call into our Customer service team on 01769576415. Kind regards, The Mole Online Team
2 Nov 2023
 Verified review

Bad comms

Any emails about items in basket but no updates on my delivery until a van outside
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Answer by moleonline.com
2 Nov 2023
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
21 May 2023
 Verified review
Product arrived 2 later than they said nearly ran out of food for my puppy
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Answer by moleonline.com
22 May 2023
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
JP
john p.
crowborough
1 May 2023
 Verified review
Tracking info leaves a lot to be desired lucky i was in when delivery came
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Answer by moleonline.com
2 May 2023
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
4 Jun 2023
 Verified review
It took a week for my email advising me that my order had been dispatched
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Answer by moleonline.com
5 Jun 2023
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 Dec 2023
 Verified review
Easy to order but fat balls were loose in the box, and some were broken
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21 Oct 2023
 Verified review
Good product,well priced,free delivery. Tracking might have been simpler
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Answer by moleonline.com
23 Oct 2023
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
KS
Katie S.
Dulverton
2 Nov 2023
 Verified review
Last two orders had problems, delivery and incorrect item sent
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Answer by moleonline.com
2 Nov 2023
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. Please could you contact us on 01769 576419 or by emailing websales@molevalleyfarmers.com about the incorrect item you have received so that we can resolve this for you. Kind Regards The Mole Online Team