Consumer NZ and the Commerce Commission have confirmed to chrislynchmedia.com they have received multiple complaints about delayed refunds and a lack of response from Juicy Fest organisers, as frustrated ticket holders demand action.
The hip-hop and R&B festival was abruptly cancelled in December 2024, leaving fans out of pocket and struggling to get their money back.
Some ticket holders claim organisers went gone silent, failing to provide clear updates on refunds. Ticket platform TicketFairy has said it cannot process refunds until festival promoters release the funds.
Following this morning’s chrislynchmedia.com report on the issue, Juicy Fest organisers emailed ticket holders saying: “Please know we will have an update for you all in the coming days. As previously indicated, we will have an update for you in February regarding the tickets you purchased to Juicy Fest NZ – this has not changed.
“Please bear with us. We know this has been a frustrating time for many of you, and we thank you for your patience as we navigate the situation around the cancellation of Juicy Fest New Zealand. This has been a challenging time, and we appreciate you all.”
“We expect refunds to be processed within a reasonable timeframe” Consumer NZ
A Consumer NZ spokesperson confirmed they had received complaints from ticket holders frustrated by the wait times.
“We had similar complaints about Juicy Fest after it was cancelled in early 2023,” the spokesperson said.
“When an event is cancelled, ticket holders are entitled to a refund. We expect refunds to be processed within a reasonable timeframe. In our view, two or three weeks is reasonable. No one should have to wait months to get their money back.”
Consumer NZ advised that anyone who paid by credit or debit card should consider requesting a chargeback from their bank, but noted that chargebacks must be lodged within a limited timeframe.
“It’s also possible to lodge a claim at the Disputes Tribunal, but it costs $59 (for claims up to $2,000) and may take several months to get a hearing date.”
Commerce Commission: Over 100 complaints filed
A Commerce Commission spokeswoman said they had received 115 complaints about Juicy Fest, primarily regarding refund delays, and nine complaints about the Timeless Group concerning postponed events.
“We are currently assessing the concerns raised with us. In deciding whether to investigate, the Commission considers the available information, its enforcement criteria, and priority areas for new enforcement work,” the spokeswoman said.
She also reminded consumers that refund timelines depend on a business’s terms and conditions but said companies must not mislead consumers about their rights.
“Businesses must not make false or misleading representations to consumers about their right to a refund, including the timing of refunds or the process that will be followed. Misleading consumers about their rights is likely to breach the Fair Trading Act.”
The Commission encouraged affected customers to seek assistance from their bank, the Citizens Advice Bureau, or the Disputes Tribunal if they were struggling to obtain a refund.
“If a consumer believes a business is breaching the Fair Trading Act or another law we enforce, we encourage them to report it via the ‘report a concern’ form on our website.”
Despite two requests for comment, Juicy Fest organisers have not responded to questions from chrislynchmedia.com.
