Absolutely disgusting customer support! Purchased a 10 year premium pass. Not due to expire until 2030, the last 2 years the premium pass keeps vanishing. Numerous messages & emails sent but recei... See more
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See what reviewers are saying
I used this service to create a special video for the holiday season, but the AI-generated result was extremely poor quality. When I reached out to customer support to resolve the issue, I was dismiss... See more
Company replied
I have been using this app for years, it became Christmas tradition for my kids to watch Santa's video every year in December. I'm buying a Magic pass and creating videos for all my family members. De... See more
We've been using this service for almost a decade for our three kids (in French), and also gifting it to my nieces (in English). It always went very well and the kids were always excited to see the vi... See more
Company details
Information provided by various external sources
Make Christmas magic with a personalized video message from Santa! Choose from free and premium videos that are personalized to the nice and even the naughty.
Contact info
Canada
- portablenorthpole.com
3.1
Average
49 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 85% of negative reviews
Typically takes over 1 month to reply
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Many memorial Santy videos sent since 2013.
I created my PNP account around 2013. Every Xmas, I used the basic website feature (never bothered with the app) to make customized videos when there were kids young enough in the family that Santa still delivered to.
29 December 2022
Unprompted review
Reply from Santa Claus
Thank you so much for being part of the PNP family since 2013! 🎅✨ It means a lot to know our videos became part of your family’s Christmas traditions over the years. We’re honored to have helped create so many special memories, and we hope the magic continues for many more holiday seasons to come.
Terrible customer service and terrible app
Terrible customer service. This new updated app has a massive issue as you cannot upload images if on most android devices. I have tried to get in contact with customer service but no response from them on each occasion. They are happy to respond to positive feedback on the play store😒😒😒. This app is a waste of money, time and space. What good is it if you can't use it properly. Nearly impossible to get a refund from this company. Pay your 9.99 and visit santa in the shopping centre instead, least this way you get a pic and a pressy got your child.....
25 November 2022
Unprompted review
Reply from Santa Claus
We’re very sorry to hear you had difficulty reaching our team and felt unsupported while trying to resolve your issue.
We also want to apologize for the delay in responding to your review. We recently expanded how we monitor customer feedback platforms and regret that your concerns were not acknowledged sooner.
We understand that, in some cases, email filters or delivery issues may have affected communication attempts, which may have contributed to the difficulty in receiving responses.
If there is still anything we can do to assist or clarify for you, please contact our support team through our Help Center and mention your Trustpilot review so we can investigate your case directly, we remain happy to help however we can.
Thank you again for sharing your feedback.
App wont let me create video
Love this app but It won’t let me create any More videos, despite claiming it would.
I paid £10 for the magic pass on Black Friday to allow videos for my three children but only have two leaving my 9 year old left out. Not great.
15 December 2020
Unprompted review
Reply from Santa Claus
We’re very sorry to hear about your experience, Charlie. We also apologize for the delay in responding to your review. We recently improved how we monitor customer feedback platforms and regret that your concerns were not acknowledged sooner.
Our Single Recipient and Multi-Recipient video options work differently, which could sometimes cause confusion around video creation limits.
Since then, we’ve introduced many new features and improvements, and we’d love the chance to show you the updated experience. Please contact our support team through our Help Center and reference your Trustpilot review so we can review your account directly. 🎅✨
Santa, I’m still a kid at heart
I’m not being funny, I appreciated all those times you gave me the books and toys I wanted, I really do. I’m 24 now, and I’m still only getting selection boxes, and that’s cool because who doesn’t love chocolate. However, I don’t remember ever receiving my pony, my puppy or my pet fox. And not going to lie, where is the mermaid tail I wanted, and my superpowers that I asked for, and the Dragon and Unicorn I requested. Literally Santa, get it together
18 December 2017
Unprompted review
Reply from Santa Claus
Hi Amy,
We may be late replying, but we felt you deserved an answer. 🎅✨
First of all, thank you for keeping the Christmas spirit alive all these years later. We have to admit… a pony, a puppy, a pet fox, superpowers, a dragon, and a unicorn is quite an ambitious list, even for Santa’s workshop!
We’re sorry to hear the mermaid tail and superpowers never made it through quality control at the North Pole, though we suspect the dragons and unicorns may still be stuck in customs somewhere between Lapland and the human world.
We hope life has brought you at least a little magic since 2017. ❤️
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