LaplandUK Avis 

I’ve sent A number of emails with no response regarding advent calendar as I purchased months ago this is to do with when one of the three I purchased arrived damaged

Bought a calendar. They are not cheap. On opening the 10th box (day 10), the elf vision scanned the qr code and said it was 10 sleeps until Christmas! It certainly is not 10 days until Christmas. I'm furious, because it was an expensive calendar and has impacted the experience. Customer service was useless. They advised to update the app, it was up to date.

Disgusted that Lapland UK are continuing to open today with the server weather warnings encouraging families to still visit when all other attractions have made the sensible decision to close. 1st and last time booking with this irresponsible money grabbing company

Actual experience was amazing. The online shop however is a joke! I ordered the advent calendar when it was first released back in the summer. After lots of chasing it finally arrived at the end of November which was cutting it fine. My little boy has just opened drawer 4 and it’s empty, as are all the remaining drawers!!! What a way to ruin the magic! Didn’t think I needed to check the chocolate coins were in it but clearly I should have! The best of it is I paid extra for two lots of coins as I have two children. For the price paid this is utterly disgusting!!!

Having visited Lapland UK at the end of Nov this year, our son received a stuffed toy dog which within days of getting it home, fell apart. The quality of the item was poor and I contacted Lapland UK via their enquiries email, instagram and Facebook messenger to complain but so far, nothing not even an acknowledgment. Very poor

We ordered an advent calendar in July when they released them… the one we ordered didn’t arrive until the first week of November and it was DAMAGED! So I emailed straight away for this to be sorted. They said the send another one out, I chased this every few days… it never turned up, they said they dispatched it on the last week of Dec but the tracking they gave me said that Royal Mail never actually received the parcel from them. We’re now 2nd dec still no calendar. Will never buy again nor recommend!

I had an absolute shocking experience with Lapland uk! Would avoid at all costs !
I ordered a Christmas calendar back in august which was suppose to be send out in November. I got a E-Mail on Nov 17th saying it’s being dispatched with a tracking number. However when you check the tracking number Royal Mail has never received the item.
Today it’s Nov 30th 9pm no sign of the advent calendar, despite trying to E-mail them since a week every day. Still no response. Such a poor costumer service !!

Ordered an advent calendar in July and it still has not arrived. Have emailed so many times and marked it urgent as it is now 3 days before the 1st of December and I have heard anything back from them. My daughter was so excited about getting this. They are still selling goods on there site - please do not buy .
Have they gone bankrupt? Morally for sure.

If I could give Lapland UK 0 stars I would.
Absolute joke appearing on tv as the couple who make Christmas - bet they didn’t divulge how crap their customer service is this year!
Customer service is non existent, only one email address to contact. You don’t even get a holding response to advise they’ve received your message and how long it’ll take to get back to you.
We have been emailing for weeks and have even tried twice to get some sort of response on site - only to be told that they don’t have anyone on site to deal with us and can only pass on our details with promises of contact from the customer service team which just hasn’t happened.
This would have been our second year coming and last year it was amazing, couldn’t fault anything.
Seems like this year they couldn’t give a damn once they’ve got your money and they’ve got greedy even overselling their superstar day which is meant for children such as mine who cannot attend when it’s super crowded.
It’s absolutely disgusting, no doubt I will have to fight months for a refund.
We won’t be returning and I’ll be telling everyone I know to avoid at all costs they only care about making profit and keeping the hype up with celeb visits.
I’d rather spend a fraction more and go to the actual Lapland.

Ordered 3 Advent calendars in July and still waiting. Like many people on here I have emailed and had no reply’s . £120.00 spent and nothing to show for it . Disgusting service, every time I email to ask where they are I get another email to my inbox trying to sell me more goods . Please, please do not order anything from this company. If anyone from Lapland UK reads this please either send advent calendars or refund. My order number is as below. I live in hope!
Re: Order No: LUK41118 Mrs P Murphy .
Surely this is breaking all trading standards rules and regulations…..

5th year this year, ordered advent calendars in July, never arrived, thought I must have messed up and not fulfilled. Ordered again in October to realise the reference on transaction wasn’t Lapland, typed that into the bank and turns out i did order them in July and still haven’t received them! Emailed them twice over a month and still had zero response. Advent is a week away and I’m feeling like we’ve lost the magic this year 😔 we haven’t even got to them yet! I’m getting worried now!

Ordered several hats and other stuff hats should have names on them!
Can’t get hold of them sent several emails with NO response absolutely terrible spent a lot of money so not going to give up until they reply or reimburse me
So annoyed !!!
Going to have some disappointed children if they don’t sort this

Visit is coming up in two weeks and they've sent my children's names wrong on their invites. There is only one way of getting in touch, via one email address, and despite several emails over several weeks we've had no reply. Have been on Facebook to try and get in touch that way and there are hundreds of people saying the same thing - that their orders have been messed up and no one is replying to their emails and there is no way of getting hold of anyone. An absolute disgrace for an event that is a huge amount of money. How can they not have a switchboard?! Wish we'd never bought tickets.

Paid online for the advent calendar which was so expensive to start with. It's now the 17th of November and it's still not arrived. Still haven't received dispatch email and are totally ignored by the appalling customer service department. Will never shop with them again. They take your money then completely blank you as a customer. Maybe the new theme for this year is disappointing children.

This is literally the most magical place on earth! So festive and from the minute we arrived the staff were amazing!
All experiences were great apart from when we go to the elven village! You only get 90 mins to spend here to eat, ice skate, shop and visit the post office, our experience was 6pm so the children were very hungry by the time we reached here so we decided to visit the restaurant but waiting for our food took over an hr! So many people left and requested their money back. A buffet set up would have made it much smoother or maybe some hot dog/ chip kiosks would help as we would have just grabbed something quick and eaten it outside in the many seating areas there were there.
Prices were reasonable and the shop was beautiful over all we had the best time 🎅

Only giving one star for Customer Service as zero isn’t available - have sent 3 emails this week to resolve an issue and still waiting on a response before we go on Sunday - this is not looking good :(

Extremely disappointed with customer care, asked to move my visit due to my 10 month old son having heart surgery close to the time we are going to be visiting.

Asked for any date before the 14th of November and they advised this would not be possible due to the season being sold out. Yet you can book a golden experience for any day.

Regardless of my situation, it’s a children’s event in winter, you would think there would be more leeway, for emergencies and illnesses.

Absolutely brilliant.

The service level from entering the car park, to checking in, to when you enter the tunnel, the whole story was amazing. The magic started when our children’s faces lit up with excitement. The whole experience was brilliant.

Fortunately that was our second time and we have booked again this year for Tuesday 19th November which I’m sure will be just as magical as the 1st.

Thank you for being so creative.

Brett

Date ordered – 18/03/2024
Date 1st advised Lapland that unable to make this year dues to unforeseen circumstances – 16/06/2024

I have to say as a Lapland UK customer who has been before with my girls, I am very disappointed in the small print on Ticket refunds or exchange. My date to visit is 24th Dec 2024 I have let LaplandUK know of my upcoming Family even more than 6 months in advance. We have not received the kid’s invitations yet so plenty of time to adjust /re-sale. I spent £440.20 on tickets, and I cannot re-sale or gift to anyone. I find this appalling; airlines offer the option to exchange to a different date. For this event tickets are on very high demand and as customers we are forced to pre-order more than 9 months in advance. I don’t think we will be visiting again, and I advise anyone thinking of going too re-think, just in case anything happens to you, you will not get your money back and are expected to spend more money to purchase your own insurance which by the way only covers a fraction of reasons. Basically, you need to be dead to get a refund.

A wonderful place for all ages! We enjoyed every minute. Father Christmas was fabulous, the gifts were high quality. Would highly recommend it.