My sims have no features!

@cherieeliz
I think that your graphics card has some problem with this game. Have you tried to update its drivers?
Could you post your Computer's DxDiag?
To gather a DxDiag on your computer, please follow the steps here: https://help.ea.com/en-us/help/pc/how-to-gather-dxdiag-information/
You can attach the txt file to your post directly.
I don't work for EA

@kreatora thank you so much for the quick reply - I've never even heard of DxDiag so was surprised to see it come up on this laptop! I've attached the file - If you can help I'll be most appreciative 🙂

@cherieeliz
I am very sorry but your computer does not meet the requirements of the game. That there is too little RAM memory and a really very weak graphics card. I'm afraid that even in the base game you will not be able to play. The game will not be lost but it will have to wait until you get a better computer.
https://answers.ea.com/t5/Technical-Issues-PC/READ-FIRST-Make-sure-you-meet-minimum-requirements-PC/m-p/6420780#M102196

@cherieeliz  Unfortunately, kreatora is completely right—your computer could never be expected to run TS4, at least not in any useful way.  If buying a new computer isn't a possibility, you could try to get a refund on your game.  I'm not sure when you bought it, but Origin allows you to return games if it's been less than 24 hours since you first launched it and 14 days since purchase.

https://help.ea.com/en-us/help/account/returns-and-cancellations/

If you'd like help selecting a computer that can run TS4, you can always ask here.  There are several people who could help you pick out a model that fits your needs and budget.