'Devastated' Lapland UK customers say they have been left 'out of pocket' after not receiving refunds for cancelled tickets this November.

The Christmas-themed park in Ascot has been criticised for 'refusing' to refund its customers by not responding to customers emails or calls.

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Dozens of families from across the local area have posted reviews on the sites Facebook page, slamming the company for their "poor customer service".

Rachel Standley posted: "Customer Service is absolutely shocking. So disappointed." and Lucy Major added: "Absolutely devastated, was supposed to be Attending for my little boys birthday but due to lockdown restrictions were not allowed into England. So we have asked for a refund to arrange something else for our little boys birthday and no refund awful communication and still no refund nearly 3 later weeks."

One reader contacted the Bracknell News and said: "Some one needs to highlight this. Utter chaos at the moment. Hundreds of people out of pocket, people haven't received any tickets. And absolutely no customer service. No reply to emails, messages and no telephone number."

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Tickets to visit Lapland UK are priced from £75 which includes a personalised invitation from Father Christmas by post, a presentation box, entry tickets and parking, an Elf Passport, a copy of the Lapland Times, a gift from Santa, family portrait and all performances including ice skating, gingerbread making.

Lapland UK said they will be opening their doors to customers on December 2 and extend its run into the new year from Saturday 26th December 2020 to Sunday 10th January 2021.

Mike and Alison Battle, owners of LaplandUK, said: “Father Christmas stands for children and we believe he wouldn’t let the children down, so nor could we. Despite the very many challenges Covid 19 has presented this year, LaplandUK has remained passionately committed to finding a way to allow families to still celebrate the joy of their children’s belief this Christmastime.

"Whilst thousands of theatres and events have sadly had to close their doors, we felt strongly ,despite the requirement for a massive investment, that we should remodel the show to keep everyone safe and our magical doors open.

"After all, a child’s Christmas is just too important.

"Following the Government’s first lockdown many families were affected as they could no longer attend on their original date.

"This has been of great sadness and understandably a huge administrative task in liaising with individual families to process refunds or transfer their bookings to 2021. We have taken on additional staff to process refunds as quickly as possible so that everyone has their funds returned in time to spend at Christmas.

"But it has not been an easy route with the lockdown and ever changing governmental guidelines.

"However, working tirelessly with Public Health England and all relevant authorities we are pleased to confirm we will be welcoming customers from the 2nd December to bring some much needed Christmas joy."