Families let down by North Pole Experience still waiting for refunds
CUSTOMERS NEVER RECEIVED EMAIL FROM ORGANISERS ON HOW TO CLAIM MONEY BACK
SOME customers who bought tickets for cancelled North Pole Experience at Thoresby Park have not been refunded long past the deadline given by the event’s organisers.
Others have managed to get refunds through their bank after disputing the transaction, but not from The North Pole Experience themselves.
Hundreds of families bought tickets for the event that was due to start at the beginning of November and run through to Christmas.
But the event never got going, leaving parents angry, before organisers issued a statement to customers to say the event had been completely cancelled on November 30.
That statement has been the last communication from the company, which also said a further email would be sent within the next seven working days so customers could claim a refund, giving them until December 9 to do so.
But it’s understood that email was never sent to customers.
Some customers have now turned to their banks to get their money back.
One man who spent more than £100 on four adult tickets and has had nothing back is Craig Slack.
The 35-year-old from Calverton bought tickets for himself, his girlfriend and two friends in midnovember to enjoy the experience on December 9.
Craig said: “It’s a massive let-down so close to Christmas. Lots of children will have been let down and upset at not being able to go, and parents haven’t been given the chance to organise anything else.
“I’m a bit lost really. I don’t think I’ll get my money back at the moment, I sent an email saying it had been over seven days and have not heard anything else.
“There’s nothing that says who to speak to and what to do, and we want our money back.
“We’ve been to the Christmas Markets in Lincoln, but it’s not the same as we were hoping to experience.”
A Facebook page for parents to find out more information has been set up by John Clark, who was one of the parents who bought tickets for the event.
It now has 1,000 members, and a number of customers on the page are trying to figure out how to get their money back.
The most recent post from The North Pole Experience on its website, dated November 30, reads: “It is with deepest regret and sadness that we have to send this message to you, our valued customers that unfortunately due to unforeseen circumstances ‘The North Pole Experience’ at Thoresby Park has been cancelled.
“Our team have worked tirelessly over the past 12 months to build, create and deliver a magical experience for families this season. “With every obstacle thrown at our team we have overcome it however we are now in a position that unfortunately leads to this situation we are in now. “From all of us we do sincerely apologise as we understand the heartbreak and stress this will cause to you. “Unfortunately we are not in a position to be able to provide you with further details at this moment in time.
“All ticket holders have been contacted via email and the only communication channel available is through info@thenorthpoleexperience.co.uk. “Please do not direct any questions to Thoresby Park as they will only pass you on to the email address mentioned above.
“A further email will be sent to the email address used at booking. “We aim to do this within the next seven working days in regards to an update about the refund schedule. “We are working on getting this out as soon as possible.” The Post has contacted The North Pole Experience for comment but had not received a response by the time this edition went to press.
There’s nothing that says who to speak to and what to do, and we want our money back Craig Slack (pictured)