摘要：The epidemic caused by the coronavirus, which emerged in Wuhan, China in December 2019, affected the whole world in terms of health and economy. While many businesses are negatively affected by this epidemic disease, an increase is observed in the world of e-commerce. E-commerce sites, which are increasing in number of users every day during the epidemic, have become attractive for shopping due to curfews and consumers are afraid to get coronavirus disease. As a matter of fact, e-commerce websites had difficulties in meeting the increasing demand in this period and disruptions occurred in the services provided. These disruptions caused dissatisfaction with customers and customers started to express their dissatisfaction by complaining. It is important to consider and resolve these complaints, to ensure customer satisfaction and to gain customer loyalty. In line with all this, the purpose of this study is to examine the complaints addressed to e-commerce sites during the Covid-19 pandemic crisis. Research has been done on which operates in Turkey and three e-commerce sites selling products in different categories. The research was designed qualitatively and document analysis was used as a data collection method. The data used in the research were obtained from sikayetvar.com website. The analysis of these data was done through the MAXQDA qualitative research program. As a result of the research, it was concluded that the issues that the customers had the most problems respectively were the complaints about the customer service / live support and delivery process, while the least complained main theme was the order process.
