LaplandUK Reviews 141

Honestly save yourself the money and hassle ! I have never in my life had such bad customer service ! I’ve been trying to cancel ALL day infact since the tickets were released Friday but their portal has been conveniently shut ! Anyway I was told it would be open today, I’ve been checking and emailing all day, no reply to any emails, portal shut till about 4pm, then when I eventually got on it it said I was due a refund of £14.85 when I was cancelling well within a week! Literally no way of speaking to anybody and when you do eventually get a reply it’s not to anything you’ve actually asked it’s clearly robotic !! Please just don’t book I will never do it again! It’s spoiled the whole experience now to be honest !!!!

Hour & half waiting to get into the site when bookings opened despite been sent email that puts us in a que early. Then after waiting all this time to purchase 2x adult tickets - HAVE TO BOOK ATLEAST 1 CHILD TICKET! I don't want to take a child its for 2x adults, no phone or help links on the website. 2hours of my day wasted!

I'd heard so much about Lapland UK from friends and they all said the same: yes, it costs a fortune, but it's worth every penny because the experience is just so immersive and magical. My children are 5 and 6 so, with the thought that there won't be many years of believing left, when extra tickets were released in November, we took the plunge. For six of us (two parents, two grandparents, two children) it was £800+. This is the cost of a trip away and with spending on the day I anticipated the cost would rise to nearer a grand, but I kept in mind that this was meant to be the most amazingly well-organised, magical experience and a total one-off.

I realised the week before we were due to visit Lapland that we hadn't received the invitation boxes. For anyone who hasn't had experience of Lapland before, they could not make a bigger deal about these invitations! There is an entire guide about how to present your children with these invitations to begin the whole magical experience. The invites are to be popped in the freezer first and then placed for children to find them, all frosty from Lapland. The idea is that Santa is personally inviting the children to help out in his workshop so children feel special and have the anticipation of looking forward to visiting. I contacted customer services and was told they prioritise sending out invites in order so they would be sending mine out shortly. This message continued no matter who I spoke to over the coming days, and they also all started saying the same thing: but it doesn't matter if we don't get the invites, we would still be let in.

Having paid such a huge amount for an experience, we expected the whole experience! When it became clear that there was no way we could get the invites in time, we offered to travel the two hour round trip to collect them but were told this wasn't possible.

Throughout this time, bearing in mind how hectic December is anyway with work and school demands, I was getting daily Lapland emails trying to sell me more stuff! I don't think you should keep trying to sell more stuff when you haven't delivered on what you've already sold. I checked out Lapland reviews on google, Tripadvisor and Trustpilot and found other people in a similar situation to me, with either undelivered tickets or advent/calendars and Christmas pyjamas ordered for the start of December.

Things go wrong sometimes, but how they're put right is what matters the most. Having produced a whole experience and guide around the magical delivery of an invitation, there was then something a bit gaslighty (for want of a better word) over the way that every member of Lapland staff that I dealt with spoke to me. This invite that is such a big deal because the Lapland business has made it such a big deal, was apparently nothing special at all and we shouldn't be concerned that we hadn't got it, and they might be able to have it waiting for us on the front desk, but if not, that didn't matter either. Why should we pay the full price that others have, but have an experience that starts days later?

At this point, we made a call. We had so little faith in the way they'd handled the issue and in their organisation skills, that we decided to cancel and get a refund (we were still within the cooling-off period after booking). The Lapland experience is sold as immersive, with every detail thought of to justify such a price tag, so the idea that we would instead arrive at a reception desk and they'd have to search for our booking in front of our kids, rather than the loveliness of having been invited by Santa, gave us no faith that the rest of the experience would be as it had been sold.

We got our money back, our order was completely cancelled, and on the day we were due to be at Lapland, they finally dispatched our invites. Their organisation is so disjointed that they didn't even cancel the invites being posted to us, so it was a bit sad; we got these beautiful invites and all the magic through the post, and had to hide them at the bottom of the bin so the kids wouldn't see.

At no point did anyone at Lapland acknowledge that they had failed to deliver what we had bought. Even when we cancelled, no one apologised for a poor experience, spending the start of December in back and forth with their customer services. It seemed to be a company policy to just pretend there was no problem at all. You cannot charge people hundreds and hundreds of pounds and then fail to deliver from the outset.

When waiting for our tickets to arrive, I got my daughter into the Lapland podcast so she still talks about wanting to go, but I'm just not sure I'd risk it after such a poor experience in 2025.

I'd love to be in a position where I don't have to write this. But after spending over £1.5k on tickets in 2025, we arrived at the end of the journey to collect our photos with Santa. Unfortunately, they had cropped half the family out, leaving us with no keepsake from the experience. There was no opportunity to retake them and no apology. It took six weeks of emails and follow-ups to get a response, where I was offered £25 compensation and the opportunity to book for 2026 before everyone else 😂😂

For a £1.5k half-day experience, you expect everything to be right. To get something as fundamental as this wrong and then not have the processes in place to rectify it is ludicrous.

Furthermore, the aftersales support was shocking. six weeks of chasing... I can only assume they are snowed under with complaints. Looking at the Trustpilot score I think this is the case.

Wouldn't recommend, have a 7 night holiday instead

Very disappointed with how long an order took to be sent. Much too late for when it was needed. No one answers when you contact customer service. Will not be booking tickets or purchasing anything from the shop this year. Quick in taking the money but not rubbish customer care.

I wish I would have read the reviews first. I waited weeks for my order to be delivered. I ordered adult pyjamas, they are not true to size, (they run small). Disappointed with the quality of the material plus the print is not sharp or bright in colour as expected.

If I could give no star, I would. My 4 year old grand daughter wanted a toy Santa and she was very excited when we jointly purchased one from the Lapland Store on 14 December. When the toy had not arrived eight days later I contacted their service team. They replied the next day but they nonchalantly told me it had not yet been dispatched but they had expedited the dispatch and it should arrive within 3 days but 3 days was Christmas Day! It is now 28 December and there is no sign of the Santa. My grand daughter was initially so excited that Santa was sending the toy from Lapland she is now very disappointed Santa has let her down.

Spend a lot of money buying the Christmas Eve box for it to come damaged I’d sent multiple emails to try and get this sorted before Christmas and I’ve had no reply very disappointed will not be buying anything from them again!

Would give zero if I could. Ordered 7th nov, calendar arrived damaged and missing coins, emailed over 20 times no response. Second order didn’t arrive, Royal Mail tracking said they were waiting for it to be dispatched to them. Company happy to take money but not deal with issues. Appalling customer service. Will never buy from them again.

I note the negative reviews but I wanted to share my really positive experience

Having been for an amazing experience at Lapland uk last week I came back and ordered the Christmas Eve box and family
pyjamas, hot chocolate and some mugs

The order arrived within a few days as promised, the box is just beautiful- magical!! And they have filled it with the kids PJs, hot choc, mugs and a bonus of three little reindeers. Beautifully presented and lovely quality.

Thanks Lapland UK - reading reviews I was worried it wouldn’t get here in time, but cannot fault the products or delivery, and the experience in actual Lapland UK was magical and absolutely worth it.

No response to 3 separate e mails as needed to change child’s size. Timed out now as too late to sort out. Sent initial enquiry with loads of time before dispatched.

Very disappointing considering spend nearly £400 on items.

The staff attentiveness to detail is impressive. This was a fantastic experience for our grandchildren and has built lasting memories for us as grandparents.

The best Santa I have experienced

I am very surprised at the negative comments - yes it’s expensive but you know that before you go, you really can’t criticise the delivery of the experience.

Before we went we read many negative comments, but they are mostly about the online purchase which is very different, I feel this is a flaw in how trustpilot represent everything in one bucket and they should filter the 2 different aspects. Don’t let it put you off

We watched a documentary on TV last year about Lapland UK and it looked incredible. We managed to secure tickets for this year and were sadly incredibly disappointed.

I'm not one to complain... But... When your 7 year old daughter is bouncing off the walls waiting to see Santa's real reindeer and she sees they're fake... And starts to cry announcing in disbelief they're fake... And then starts to doubt if we "really have gone through a portal to see Santa"... And then doubts it really is the real Santa... Well we weren't impressed. Not at all. But not to worry... As soon as you exit that room you can buy reindeer food!! Phew we thought, we can feed some real reindeer... My daughter's little eyes light up... We buy some... Nope... It's to leave out for the reindeer on Christmas eve... A shameful last minute cash grab and a very disappointed little girl who loves animals.

Rather than make a magical Christmas like they sell, they've literally just destroyed it... For a 7 year old... I hope in your penny pinching and money grabbing madness you're happy ... The idea is you wanted to build something magical in the UK for your own kids... Well... I guess your kids are too old to care now and we got that tripe.

For a family of 4 it cost an absolute fortune, plus we had to travel half the country... we would expect real reindeers like they advertised on the TV in previous years.

It felt overpriced. Underwhelming. Muddy slippy footpaths everywhere... It sadly didn't feel magic.

It felt like an overproduced money grabbing machine. Over charge people. Strip down on the staff and decorations. Stack people high and herd them around.

Really really disappointing overall. We managed to blag our daughter about the reindeer. But we won't ever come back. Shame on you Lapland UK.

If your reading this and thinking of going, save your money and go to Disney, that's what we will do again next year. Disney feels less commercial and 10x more magical.. and that's saying something.

The experience itself is ok. Very overpriced but enjoyable. My issue is the customer service. I’ve paid for a digital download of pictures and was given a receipt code which only contains one picture. I’ve sent online enquiries twice and we are now 2 weeks on with no response. If you choose to go, avoid buying anything that is then out of your control should it go wrong as you will receive no help from customer services if it does.

Lovely time but the biggest issue was trying to find the car @ 9/30 ish with my granddaughter … The signage was ridiculous when it tells u to walk straight then nothing for the car park u need is a bit scary in the dark … even the car park guy said everyone was asking where mouse car park was .. when u follow the signs then put mouse with an arrow to go right ….. it was down to a really lovely guy to help me find my car it was his kindness that I really appreciated . So please make the signage much clearer for the people looking for mouse car park as at that time of night there are no staff around to help as we even walked bk to reception but nobody around to speak to & get help …. For the amount of money it cost I didn’t need that at the end of the night …

Order not arrived and now clearly to late for Christmas, all emails ignored showing complete lack of customer care and communication, certainly not a company that I would recommend , clearly take your money and then do NOT care that you haven’t received goods.

Lapland UK issued an email on 14th December inviting us to order “Letters from Lapland” for “immediate dispatch”. We ordered the following day but, despite two chasers, still no sign and no updates. The online account merely says “order unfulfilled”. I’ll be asking for my money back and to remove me from their mailing list.

I contacted Lapland UK 4 days ago requesting information about returning an item. I have had no response. Since then I have emailed twice but still nothing. Dreadful service. I will not be ordering from there again. Be aware!

We should have received our invites to give to the children. However it is now the day before and we have been told there is a delay so we won’t be getting our invites until tomorrow the day we attend which is actually too late as for one you are supposed to make it so so magical they suggest putting the invites in the freezer etc etc
The invites will actually be arriving after our visit time . The whole experience has cost a mini holiday and I did not expect this feel like asking for a full refund ?!!
So so disappointed and as far as only being able to contact them via email that is just not good enough especially I. Circumstances like this !!

Ordered from the online store on 9th November, paid £172 and still not received anything. Not getting replies to any of the multiple emails I sent periodically chasing it up. So so disappointing and frustrating! Ordered to the school I work in, which closes tomorrow till 5th Jan so no xmas eve box or gifts for my child but out of pocket for it all. Gutted! So so poor!