IT has been billed as the place where dreams come true – but a Christmas-themed attraction in the New Forest has turned out to be a nightmare for scores of angry parents and tearful children.

Dorset Trading Standards officers are now investigating complaints that the £30-a-head Lapland New Forest at Matchams near Ringwood is failing to deliver promises made in its advertising.

The Echo spoke to angry visitors on video.

Many families have driven long distances and spent hundreds of pounds, enticed by descriptions of a “breathtaking” tunnel of light leading to a “winter wonderland”; “snow-covered” log cabins surrounding an ice rink; a nativity scene; a Christmas market; gingerbread making and seasonal food.

Watch video of a smoking Elf and scenes at the site today, Tuesday.

The limited company’s website claimed: “Lapland New Forest is the seasonal themed event to see in the south east of England. The attention to detail of our theme park will truly wow you!”

But in the first few days of opening, there have been unprecedented numbers of complaints from angry customers. They are now demanding their money back and advising others who have bought tickets not to bother turning up.

Mike Young, who travelled from Bristol at the weekend with five other adults and two five-year-old children, said: “My daughter is still traumatised. It was an absolute nightmare.

“We’d been telling her she had a wonderful surprise coming up, but when we put her to bed afterwards, she was crying. She said: ‘I’ve had the worst day of my life’. The operator describes things that just weren’t there.”

Mr Young, who used to live in Bournemouth, estimates that his group spent £350 on their day out – and did not even see Santa.

“We waited in a queue for one and a half hours in the freezing cold before getting to what we thought was near the front, then we were told it would be another three-quarters of an hour. It was £10 to have a picture taken with Santa, and if you didn’t pay, you could only wave at him.

“I’m 42 and it was the biggest rip-off I’ve ever had. There were kids crying all over the place. It was an absolutely awful experience. On the way back to the car, I was telling people not to go in. One guy said he had just driven five hours to get there and I was the fifth person to tell him that.”

Simon Speed said: “We have never felt so ripped off in all our lives, it was a total sham. We paid £175 for seven of us for something that lasted in total two hours. Luckily we only travelled 65 miles to get there.”

A woman who asked not to be named said: “The ‘magical experience’ consists of trees covered in polystyrene to look like snow and a three-hour queue to see Father Christmas and receive a ‘quality gift’, which is actually the cheapest possible present.”

Joanna Heather, of Salisbury, said: “Without paying extra for ice-skating and the funfair, there’s nothing much else to do except view a few penned animals and wait in line for Santa.

“I feel bad for myself at being ripped-off and wasting so much of my family’s hard-earned money but mostly I am very sad for the children.

“My children just wanted to see Santa in his grotto and I just wanted to offer them a magical experience. We got neither. For this my family paid £210.”

Abigail Baker said: “You see two reindeer, some sled dogs chained up behind a pen, a couple of donkeys and a large rabbit in a cage. Everything else, what little there was, costs you extra money. Even a plastic cup of mulled wine was £2.50.”

June Wilson-Billing said the website had promised toy-making, dolls house making and furniture-making; sled dog running, adventure, gingerbread-making and face painting. Only the latter two were available, and the face painting consisted of red circles on the cheeks for elves or Rudolf-style red noses.

“The snow was too sparse, the website implied that it would cover the ground. And the festive food was burgers, pasties, chips and turkey and stuffing baguettes,” she complained.

Jayne Barr, 29, of Poole Lane, Kinson, Bournemouth, said: “It was a complete con. I took my four-year-old and one-year-old nieces. We queued for about an hour to get in.

“There was a sign that said ‘Cross the bridge to see the nativity scene’. We went across the muddy field and there was just a picture pinned up.

“We queued up to see Father Christmas which took two-and-a-half hours. After about an hour an elf came and told us he was just going to come out and wave to children.

“We were so cold, but we couldn’t even buy a hot chocolate because they’d run out of hot water.

“I work with disabled children and that was half a week’s wages.”

Ironically, Lapland New Forest’s website, which was last night no longer working, claimed it offered value for money.

“We believe you’ll agree that the experience could be priced higher,” it says.

“We are especially proud to be constructing a truly magical and affordable event that will not only employ many people, but will help warm thousands of young and grown-up visitors’ hearts.”

Claire Harnett, from Poole in Creekmoor, said her party including her five-year old daughter Tierney, stepdad, partner and mum, paid £125 to go along.

She said: “We went over the hill to go to the grotto and the Santa was stood by the doorway smoking. He turned round to stop my daughter seeing and went back down.

“The whole experience was appalling. There was nothing magical about it at all. The nativity scene was laughable.”

Woods Travel Agent in West Sussex cancelled trips after a coachload of 43 people returned disappointed, and is trying to get refunds, but was yesterday unable on contact Mr Mears.

Following the many complaints we received about this Lapland experience the Daily Echo took the decision on Sunday, in conjunction with the advertiser, to pull all adverts connected with this event.