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moleonline.com
Reviews:

1,197 reviews in the last 12 months12,750 total reviews  

4.28
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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10 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
5 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
3 Mar 2024
 Verified review

Dog food

We have been using mole for a while now and at the start our dog who needs grain free etc the wet and dry food used to come really quickly but I would say in the last 6 months even though we order the food in plenty of time we can run out due to the time it takes to send out the food I would also recommend that if there is a delay in one of the products then it would be nice to contact the customer as one time it took nearly 3weeks to receive our order due to the dry food being out of stock but they really should have contacted us and sent out the wet instead but overall the staff are pleasant to deal with and helpful
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Answer by moleonline.com
4 Mar 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
6 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
5 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
8 days ago
 Verified review

Highly recommend!

The Country Dog Premium is an excellent biscuit for my dogs. People always comment on there coats and how well they look. The only downfall is the delivery. From the day the order was placed to date of delivery, was 8 days. I changed my dogs onto the Moles Country Dog as my previous supplier decreased the size of the bag and increased the price by 20%. Their delivery time was maximum 3 days. I would collect from store but it's 35 miles away. I would definitely recommend Country Dog Premium, its first class and good value for money!!
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Answer by moleonline.com
5 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
MG
Mary G.
Holsworthy
9 days ago
 Verified review
The item was not in stock. It was a week before I was told it was not available and I was given the choice of waiting or having a refund. The refund and communication went well. As their website says that they usually deliver in between 3 and 5 days it was a pity it took them seven days to tell me that it was not available. It was a wheel for my wheelbarrow that I use everyday and I was not prepared to wait any longer to get it fixed.
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Answer by moleonline.com
5 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
2 days ago
 Verified review
Ordered online, one week later no contact from Mile indication delivery date.contacted customer services to be told there was staff shortage in the warehouse but order was being packed and out by delivery that day. Two days later mole contacted me via email explaining there was a stock issue and there was no real date of a delivery. Don't expect to be fobbed off by this company whatever the truth is...
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7 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
5 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
2 days ago
 Verified review

Good

Only 2 things to improve. Make sure the bags of lawn fertiliser don’t have any holes in them, there must have been some mishandling somewhere on the journey. Delivery times could be quicker. That’s it!
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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
13 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
12 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
10 Mar 2024
 Verified review

Molelik

The order arrived in good time. I would have given 5 stars but I still have not had a proper tax receipt.
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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
16 Mar 2024
 Verified review

Great product, delivery speed could be better

Great product at a great price. Delivery timescale of 3-5 working days could be improved.
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Answer by moleonline.com
12 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
16 Mar 2024
 Verified review
They used to despatch next day now it's a few days after the order is received.
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Answer by moleonline.com
12 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
28 Feb 2024
 Verified review
Very Good Service, great product and price, what more can you ask for
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Answer by moleonline.com
1 Mar 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
ML
Mike L.
Chorley
2 days ago
 Verified review

Mole on Line

From placing order to receiving item it took 9 days very poor
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5 days ago
 Verified review
Great price on their own brand dog food but slow delivery
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Answer by moleonline.com
5 days ago
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
3 Mar 2024
 Verified review
So simple and straightforward, price was good too.
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Answer by moleonline.com
4 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
13 Mar 2024
 Verified review

Good product choice

The choice was good and the website easy to use
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Answer by moleonline.com
13 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
9 days ago
 Verified review
It took over a week to get the goods to me
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Answer by moleonline.com
5 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