E-commerce leads buyer dissatisfaction in Türkiye: Key complaint trends, 2024
AI-generated image depicts a worker handling cargo packages in a warehouse. (Adobe Stock Photo)
The Turkish consumer resolution platform sikayetvar.com revealed insights on consumer complaint trends in 2024. According to the platform’s report, it received an average of 28 million visits per month, with 3.19 million complaints successfully resolved.
According to the Sikayetvar, fraud, visa issues, private school complaints, and exorbitant rent increases were among the most reported concerns.
E-commerce, internet platforms, and finance were the top sectors for complaints, while real estate and construction achieved the highest customer satisfaction. Meanwhile, the number of registered brands on the platform increased from 193,993 in 2023 to 212,424 in 2024.
Key trends in Turkish consumer complaints in 2024
Here are the key findings from Sikayetvar’s report:
- E-commerce complaints dominate: The e-commerce sector recorded 400,012 complaints, with customers frustrated by order cancellations without prior notice and the delivery of defective or mismatched products.
- Internet platforms under scrutiny: There were 354,994 complaints about internet platforms, primarily concerning content quality and misleading advertisements.
- Finance sector concerns: The finance sector saw 339,501 complaints, with unauthorized charges and ATM malfunctions being the most common issues.
- High satisfaction in real estate: Real estate and construction achieved the highest customer satisfaction rate at 28.4%, followed by logistics with 28% and internet platforms with 25.2%.
- Best and worst performers: E-commerce software companies resolved 59.5% of complaints, while the transportation sector had the lowest satisfaction rate, resolving only 4.2% of cases.
- User engagement peaks: Internet platforms attracted the most user comments, with 73,730 entries. Fraud-related complaints surged by 44%, rising from 32,847 in 2023 to 44,289 in 2024.
- Most discussed issue: The most debated complaint concerned the global e-commerce platform Temu, with a single post about its reliability receiving 1.93 million views and 464 comments.
- Seasonal trends: Valentine’s Day saw a 430% increase in flower delivery complaints. Air conditioning issues spiked by 1,207% during the summer, while Black Friday sales in November brought a 44% rise in delivery complaints.
- Visa application frustrations: Visa consultancy and intermediary firms attracted significant attention, receiving 17,592 comments, the highest among subcategories.
- Top visited brand: Instagram was the most visited brand on the platform, with 2.81 million visits, followed by Turk Telekom and Akbank.
- Regional context: In Türkiye, consumer complaints followed similar patterns, with e-commerce and internet platforms being the primary focus of user dissatisfaction.
