Online purchasers in Georgia are facing a surge of dissatisfaction due to a rise in challenges with e-commerce transactions
In the first seven months of 2025, the Georgian Competition and Consumer Agency (GCCA) recorded a 45% increase in consumer complaints compared to the same period last year, totaling 733 formal complaints. The majority of complaints (67%) originated from online purchases, while in-store transactions accounted for 33%.
During the same period, the GCCA handled over 2,300 phone inquiries related to consumer rights. Regionally, Tbilisi accounted for 79% of all cases, with smaller shares in Adjara, Imereti, Kakheti, and Kvemo Kartli.
The retail and wholesale sector is the most problematic, comprising 73% of all cases. The transport and warehousing sector accounts for 10% of all cases. Various other sectors account for 17% of all cases.
Common complaints in online shopping typically include delayed deliveries, poor product quality, customer service issues, and payment security concerns. These factors often raise dissatisfaction, especially when economic pressures heighten expectations for value and reliability.
While there are no direct search results available that provide a sector-wise breakdown of consumer complaints in Georgia in 2025, particularly related to online shopping, inflation and price changes could be contributing factors to the increase in consumer dissatisfaction. The Consumer Price Index (CPI) for Atlanta showed an increase of 1.8% over the 12 months ending June 2025, with food prices and energy contributing to cost increases.
In response to the increase in consumer complaints, the GCCA identified 87 legal violations across 13 cases involving group consumer rights. As a result of current enforcement, 40 traders were fined a total of GEL 33,000 for failing to meet regulatory obligations. Moreover, 94 commitment agreements were signed, with companies pledging to revise internal policies and compensate affected consumers.
The enforcement actions were taken in response to the increase in consumer complaints in 2025. To gather more precise sector-wise consumer dissatisfaction data in Georgia related to online shopping, including categories such as electronics, apparel, groceries, and services, one would typically consult state consumer protection agencies or public service commissions, customer satisfaction surveys and market research reports, or business or economic surveys that may be forthcoming after August 2025 CPI release for Atlanta.
[1] Source: Consumer Price Index (CPI) for Atlanta [2] Source: General Customer Satisfaction Survey Frameworks [3] Source: Georgia Public Service Commission [4] Source: Georgia Public Service Commission Scope of Regulation
- In the midst of economic pressures and rising prices, concerns over payment security in online transactions within the technology sector may have significantly contributed to the 45% increase in consumer complaints in Georgia, as highlighted in the Georgian Competition and Consumer Agency's (GCCA) records.
- To better understand the sector-wise consumer dissatisfaction in Georgia related to online shopping, particularly in regard to technology and finance sectors, it's advisable to consult state consumer protection agencies, public service commissions, customer satisfaction surveys, market research reports, or business or economic surveys, especially after the August 2025 CPI release for Atlanta.
