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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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12 Apr 2023
 Verified review
Ordered a dog kibble and was sent junior instead of adult. I called them and told what had happened. They sorted out I needed a replacement and the wrong bag collected. All done with in a few days.
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Answer by moleonline.com
12 Apr 2023
We have gratefully received your positive review with thanks. We will be sure to pass your lovely feedback on to our teams. We look forward to welcoming you again, Kind regards, The Moleonline Team
2 Sept 2023
 Verified review
The staff were very helpful especially the guy in store yard who helped with the 9 foot sheep feed trough, getting it into the Discovery it only just went in so it was good to have a very considerate helper
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Answer by moleonline.com
20 Sept 2023
Thank you for leaving us a 5-star review, it’s pleasing to hear that you were satisfied with the service you received. Kind regards, The Mole Online Team
6 Sept 2023
 Verified review
Ordering was easy, took a good 14 days to be delivered and apart from one confirmation email I didn't hear from them, I had to email them to see where my parcel was after over a week of no communication
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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
16 Jun 2023
 Verified review
Little bit disappointed.with fact I had to e"mail them to find out what had happened to my order (apparently the delivery co they use had gone into liquidation),but by the by I’ve got what I wanted now
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Answer by moleonline.com
20 Jun 2023
Thanks for leaving us a review. If there’s anything we can do to improve your shopping experience, please let us know by contacting our Customer Service team on on 01769 575675 or by emailing customer.services@molevalleyfarmers.com Kind regards, The Mole Online Team
3 Nov 2023
 Verified review
Very easy to order but the delivery time was too long. Also I needed to exchange this item but was not able to do this in store, I had to purchase another pair and pay again and wait for the refund.
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Answer by moleonline.com
8 Nov 2023
Thank you for your feedback. We value all our customers feedback and this will be passed back to the team. If you would like to talk to some one from our customer services team please call into our contact centre on 01769 576415 and one of our team will be on hand.
23 Aug 2023
 Verified review
Drivers great customer service.. Could let customers know what's happening example products awaiting dispatch. Didn't know what was happening until delivery on way out few days after ordering.
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Answer by moleonline.com
20 Sept 2023
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
2 Nov 2023
 Verified review
I can continue with usual dog food. Delivery times could be much better. Too long between ordering & receiving goods. I have also emailed as I cannot access my account & had no reply.
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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. If you would like to discuss your feedback further about the access to your account, please contact us on 01769 576419. Kind Regards, The Mole Online Team
19 Nov 2023
 Verified review

RETURN GLOVES

Gloves arrived safely but sadly too small and there is no XL size.So had to return them to nearest Mole Valley Store for a refund. Now waiting for the refund.
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Answer by moleonline.com
21 Nov 2023
Thank you for leaving us a review, it’s pleasing to hear that you were satisfied with the service you received. Kind regards, The Mole Online Team
8 Jun 2023
 Verified review
Always get pet supplies here. Shopped her at first with my dad in Derbyshire, many years ago. Great that they are online as I don’t have a store locally.
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Answer by moleonline.com
8 Jun 2023
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
15 Nov 2023
 Verified review
I think the products I ordered for my dogs is really good,thought the delivery was rather slow but next time I order I'll make sure its in plenty of time
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Answer by moleonline.com
16 Nov 2023
Thank you for taking the time to leave a review and we thankyou for the feedback. Kind regards, The Mole Online Team
26 Nov 2023
 Verified review
Easy to find what I wanted,as local store hadn't got any of the childrens fleecy blanket,arrived within a couple of days,would use this service again
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Answer by moleonline.com
29 Nov 2023
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
28 May 2023
 Verified review
Bird seed split on delivery,bird seed on doorstep. Courier stated bag was signed for by me even though I was out at time of delivery
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Answer by moleonline.com
30 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
SN
Su N.
North Kyme
4 Jul 2023
 Verified review
Good selection of products with competitive prices. The prices although can be competitive, availability sometimes varies
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Answer by moleonline.com
4 Jul 2023
We’re happy to hear that you’re pleased with your order and thank you for taking the time to leave us a review. Kind regards, The Mole Online Team
7 Jun 2023
 Verified review
The website took a little more navigating to find the product I ordered. Order processing and delivery were excellent.
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Answer by moleonline.com
8 Jun 2023
Thank you for leaving us a 5-star review, it’s pleasing to hear that you were satisfied with the service you received. Kind regards, The Mole Online Team
8 Nov 2023
 Verified review

Good service - thank you!

Product as described and arrived safely. It did take a week to get these gloves. Could be a bit speedier?
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Answer by moleonline.com
8 Nov 2023
We’re happy to hear that you’re pleased with your order and happy with the service. Thank you for taking the time to leave us a review. Kind regards, The Mole Online Team
17 Nov 2023
 Verified review

Positive experience

Extremely well packaged to protect contents. Delivery was not the fastest but within what was advertised.
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Answer by moleonline.com
20 Nov 2023
Thank you for leaving us a review, it’s pleasing to hear that you were satisfied with the service you received. Kind regards, The Mole Online Team
29 Aug 2023
 Verified review
Received my purchase in good time and happy with my purchase. Will definitely buy more in the future.
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Answer by moleonline.com
20 Sept 2023
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
6 May 2023
 Verified review
It was so easy to buy bird seed and have it delivered. So no heavy lifting
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Answer by moleonline.com
9 May 2023
Thanks for sharing such positive feedback. We’re happy that you enjoyed your shopping experience with us. Kind regards, The Mole Online Team
26 Apr 2023
 Verified review
Good service
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Answer by moleonline.com
26 Apr 2023
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
3 Aug 2023
 Verified review
Purchased layers mash for my chickens. Good product. Good price. Delivered on time. Will buy again
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Answer by moleonline.com
3 Aug 2023
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