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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.
Very poor online experience - so difficult to navigate. No option for next day delivery.
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21 hours ago
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It's been over two weeks since I placed my order and no updates no order to be seen
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2 days ago
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Your website is probably the worst for online shopping that I have used
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2 days ago
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Took order and could not supply item
Took order and could not supply as out of stock when picked. Had to chase the non delivery, then got sent a credit to my credit card, all with no correspondence from them other than the order acknowledgement.
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2 days ago
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A Poor Service
I placed my order on the 1st May 2024 and still not received it, it's now the 11th May 2024 not happy with this poor service.
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3 days ago
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I’ve not received product nor reply to 2 emails. Poor service
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4 days ago
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Long delivery even allowing for bank holiday
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4 days ago
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4 days ago
Verified review
No means of tracking!
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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 days ago
Verified review
Avoid this retailer
This is my first time ordering with Mole online so at first I wanted to give them the benefit of doubt however, after 6 days my order is STILL being processed when the estimated delivery time was 3-5 days. Reading the reviews it looks like this has been an issue for many from at least 12/23. Its just not good enough.
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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 days ago
Verified review
Customer services responded by saying check the tracking. Deliver within scheduled timeframe, 3-5 days or sooner? Now been 8 days and still unable to get any information on delivery and failed to respond to my request for a refund, as I needed a chick brooding plate, so have had to go out and buy one as my chicks are now hatching. Definitely not good enough service.
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Answer by moleonline.com
5 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
6 days ago
Verified review
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Answer by moleonline.com
5 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
I ordered a 12 kilo bag of dog food costing almost £50.00, on 25th April, and as far as I am aware, it hasn't even been dispatched yet! Communication very poor, feel I'm being a pain even asking when it will be delivered. Very quick in taking my money. Will NOT be using Mole in the future.
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Answer by moleonline.com
6 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
9 days ago
Verified review
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Answer by moleonline.com
6 days ago
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
9 days ago
Verified review
Had to get a refund after a week no delivery contacted and not even been sent out
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Answer by moleonline.com
6 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
Website should be updated to show delivery timescale due to delays
I placed an order and to be fair they did say there was slight delays due to going over to an e-commerce fulfilment centre that week, but it still said delivery 3-5 working days so with a slight delay I would have expected them to at least dispatch in that time. A week later my order was still showing as ‘processing’ so I contacted them to ask if they had an estimated delivery date, they replied to say what it said on the website and lots more excuses to explain delays and my order was in their system but they didn’t see it being delivered before the bank holiday weekend, we are now 10 days after ordering and it’s still showing as processing! My biggest gripe is if their delays are so serious then the website should show this message on every item, not let you place an order and then tell you there may be a slight delay. Good job I managed to cope without the items ordered!
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Answer by moleonline.com
6 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
13 days ago
Verified review
Premium dog food
Didn’t know delivery was arriving . But all was fine
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Answer by moleonline.com
6 days ago
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
25 Apr 2024
Verified review
On website but not in stock had email about refund
When tried to contact customer service no answer toke 5 times to answer no very good person on phone had to contact had better luck with them
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Answer by moleonline.com
25 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
23 Apr 2024
Verified review
Replaced mouldy dog kibble free of charge on a next day delivery.
Proven reliable service.
Tracking on last order did not work.
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Answer by moleonline.com
24 Apr 2024
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
20 Apr 2024
Verified review
I still haven't received the lawn fertiliser
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Answer by moleonline.com
22 Apr 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.
I have passed your information onto our Websales team to investigate further.
Kind regards, The Mole Online Team.
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