Business Profile

Restaurants

McDonald's USA, LLC

Complaints

Name: McDonald's USA, LLC
Address: 110 North Carpenter Street One McDonald's Plaza, Chicago, IL, 60607, USA
Telephone: (800) 244-6227

This profile includes complaints for McDonald's USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

387 total complaints in the last 3 years.
80 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The app wont allow me to login to my account. Ive contacted customer service twice and each time they have closed my case within minutes of me responding to their emails. They claimed each time that I didnt respond within 72 hours as the reason for doing so even though I responded within 30 minutes both times. I have the emails to prove it.
Business Response
Date: 06/27/2025
Upon reviewing your App account it shows activity of using points as well as adding points from purchases through the App as of 6/12/205. There has been no contact to our customer service line about a log in issue since 4/30/2025. Are you having a new issue with logging in?
Initial Complaint
Date:06/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello. Earlier this week, my McDonalds iphone app started malfunctioning; for some reason, the app would not process payments when I tried to place an online order. When I went into a store to use the promo associated with my order at the cashier, the app indicated that I would be penalized by having to wait an extra 15 minutes because I "recently used a promo code". However, the only reason it was saying this was because the McDonalds app was malfunctioning and would not process my order (which contained a promo code). After several days of this, McDonalds finally got back to me today saying that I had allegedly violated their terms and conditions and as a result they had executive a punishment which was to ban me from using the mobile app forever. When I asked what I had allegedly done to deserve this, they ignored my question. So, for some reason, McDonalds decided to single me and my family out for a punishment and they are unwilling to provide more information. So I am reaching out to them here in the hopes that I can speak with a human being and not a robot. I want to provide some information about me and the way in which I interact with this company. You see, I visit a McDonalds every day. Not "almost" every day - every day. This is because chicken nuggets is one of few foods my autistic son likes to eat. So I spent a great deal of money at McDonalds and I say this not to sound boastful but to give you some perspective. By blocking mobile payments, I still have to visit a McDs every day but now we and my son have to get out of the car each time to do so - rain or shine, in a restaurant that's sometimes crowded or noisy, which impacts his disability. I don't know what McDonalds problem is with me, but I don't misuse the app. I order every day but I only use one promo code. Often my wife who is sitting next to me has to place the order while I'm driving, because we have get somewhere else in time. Something weird is happening and we don't deserve this.
Business Response
Date: 06/24/2025
Your account has been reviewed by our App support team and the account status will remain. Thank you
Customer Answer
Date: 06/25/2025

Complaint: 23503926

I am rejecting this response because: the company failed to provide a justification for its decision, though it is required to do so. Thus, arbitration and/or a civil rights claim is required as a result of their actions.

Sincerely,

Andrew Bodrogligeti
Business Response
Date: 06/27/2025
Your account has been reviewed by our App support team and the account status will remain. Thank you
Customer Answer
Date: 06/30/2025

Complaint: 23503926

I am rejecting this response because: the company is being irresponsible and possibly violating its own terms and conditions when it refuses to indicate why my status had changed. Their terms indicate that I can apply for an Arbitration, to find out the reason, because they failed to indicate it to me here or in my initial outreach when I asked them. They’re being so cagey about something which can be stated clearly without emotion. But they offer up Arbitration as the only means left to discover the reason for their decision, even though Arbitration costs them more money. But it’s the only option they provide.

Sincerely,

Andrew Bodrogligeti
Initial Complaint
Date:06/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today I went to the location at ************************************************************** and I was trying to use a code from my app when I got to the window the cashier advised me it wasnt working so I ordered a mcchicken to see was the code working then ( free medium free with purchase of 1$) still wasnt working so when I got to the window the cashier advised me to try and refresh or choose another and I couldnt because that deal was still active either the app was glitching or the cashier was being dishonest about the code not working either way I didnt do anything wrong I have the rewards in my app I want to be able to use them as such
Business Response
Date: 06/24/2025
Thank you for bringing this matter to our attention. Because this matter involves an App. issue, we have forwarded this matter to our mobile app team. The customer should be hearing from them shortly (please allow a couple of days for this). Thank you.
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a $25 McDonalds Arch Card at ****** as a Mothers Day gift. When the recipient attempted to use the card at a McDonalds restaurant, it was declined. We were embarrassed and disappointed, so we ended up purchasing a replacement gift card for her **************** resolve the issue, I attempted to check the balance of the original card online, but it simply says inactive. I also submitted two complaints through McDonalds website, but have not received a satisfactory resolution. **************** was the orginal case number for the first complaint I filed. The card should have been activated at the time of purchase, and ****** has confirmed that it was scanned and activated correctly at the *********** this point, I am left with a non-functional $25 McDonalds gift card, no explanation for why it is inactive, and no communication about a possible resolution. This situation is both frustrating and unfair, especially given that the card was a gift.I am requesting either a full refund or a replacement McDonalds Arch Card in the amount of $25. Additionally, I would like McDonalds Corporation to investigate this specific card, including when and why it was deactivated or failed to activate properly, and take steps to ensure this does not happen to others.
Customer Answer
Date: 06/10/2025
It was not purchased from a McDonalds resturaunt. It was a gift card bought and activated at a third party store. The complaint is to the Mcdonalds corporate office and to the gift card department.
Business Response
Date: 06/17/2025
We encourage you to contact McDonald’s Customer Service at 1-800-244-6227, available Monday through Saturday from 7:00 AM to 7:00 PM CST. Our team will be happy to assist you further and work toward a resolution. Thank you
Customer Answer
Date: 06/18/2025

Complaint: 23446984

I am rejecting this response because:
I tried contacting customer service the first time and was told that this was Targets fault, which they denied. I tried contacting customer support a second time and was ignored.

Sincerely,

Rocky Goodpasture
Business Response
Date: 06/24/2025
I am sorry for the inconvenience, but all Arch Cards are activated at the time of purchase. If your card is reading as not active, you will need your activation receipt in order to rectify the issue. If you have your activation receipt, please re-contact us by calling 1-800-244-6227 so we may check the balance and start the replacement process.
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the morning of May 29, 2025, I placed a $37 order from McDonald's for delivery via **** Eats. The latest expected delivery time came and went with no update, and the driver had not even arrived at the restaurantover an hour after I placed the order. I attempted to contact the driver via text and call, but received no response.I then reached out to **** Eats customer support through the in-app chat. They acknowledged the issue and asked if I would like to cancel the order for a full refund. I agreed, and the support agent confirmed the refund would be processed.However, I later received an email from McDonalds stating my order was ineligible for a refund because I had canceled it. This directly contradicts what **** support told me. I reached out to **** Eats again, and they assured me the refund had gone through and told me to contact the restaurant if I didnt see ***** date, I have not received my refund. The phone number listed for the McDonald's location rings endlessly and then disconnects. I am unable to get support from **** Eats via the McDonalds app anymore, and the chat transcript is no longer visible in the app.I even tried disputing the charge through my bank, but the dispute was deniedlikely due to the conflicting information between **** and McDonald's. I feel like I am being unfairly penalized and bounced between two companies, neither of which is taking proper responsibility or offering a clear path to resolution.Desired Resolution:I am requesting a full refund of the $37 for the order that was never delivered. I also ask that McDonalds and **** Eats take responsibility for the poor coordination and follow-through, and improve their customer service and refund process for similar situations in the future.Sincerely,******** *******
Customer Answer
Date: 06/10/2025
2331 Broadway Sacramento ca 95818
Business Response
Date: 06/17/2025
We’re sorry we could not get you your order. To report and resolve any issues, first identify who was handling your delivery Uber Eats.
Please contact Uber Eats at 1 866-987-3744.
Customer Answer
Date: 06/18/2025

Complaint: 23446719

I am rejecting this response because: Uber eats said after 10 days I have to contact McDonald's. And McDonald's phone number just rings forever and then hangs up. I just want my money back.

Sincerely,

Jennifer Ramirez
Business Response
Date: 06/24/2025
I apologize that Ubereats was not able to resolve your issue. Please contact McDonald’s Customer Service at 1-800-244-6227, available Monday through Saturday from 7:00 AM to 7:00 PM CST. Thank you
Initial Complaint
Date:06/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had multiple issues with the McDonalds Reward Program and App on 4 trips and have tried to contact McDonalds multiple times with no resolution and have been brushed off by the *********************** not taking my complaint seriously over the last couple months 4/25 - Tried to use my code at a drive thru at the ******************************** in **********, ** to get double points for breakfast and a large coke for $1, didnt work. contacted McDonalds via the app which I got sent a Tech questionaire which I could answer half the questions, was told my issue would be Escalated, but nothing ever happened 5/11 - Tried to use the app again at the *****, IL McDonalds located off I-55 in the ******************** Tried to use a code to get a Free Large Fries and Points. Had to pay full price for Large fries, was able to enter receipt to get points. Did not try to contact **************** assuming my original case was still being reviewed 5/23 - Tried to use my code at a drive thru at the ******************************** in **********, ** to get double points for breakfast and a large coke for $1, didnt work. Tried to enter my receipt tinto app to at least get my points, but app said I could not enter multiple receipts for 30 days. contacted McDonalds via the app requesting a Supervisor to contact me given the continued issues and no response for my original case. No one ever called, just got an email to contact ***********************.6/4 - Tried to use my code at a drive thru at the ******************************** in **********, ** to get large coke for $1, didnt work. Tried to call ***********************. Got a hold of *** there asked for supervisor got put on hold for 10 mins. *** came back said manager was on another call and would call me back, never got a call back.I have missed out on 6000+ points, missed out on multiple deals and reduced priced food/drink and McDonalds has completely blown me off to remedy the situation
Business Response
Date: 06/17/2025
We apologize for the issues you have experienced. We sill be granting a one time addition of 6000 points to you App account. If you have issues in the future we encourage you to contact McDonald’s Customer Service at 1-800-244-6227, available Monday through Saturday from 7:00 AM to 7:00 PM CST. Our team will be happy to assist you further and work toward a resolution.
Customer Answer
Date: 06/18/2025

Complaint: 23426453

I am rejecting this response because:

Throwing points at me, which I should have received anyways if my rewards and app were working properly to begin isn’t a resolution, it’s a feeble attempt to try and appease me. This does not resolve the root issue of my app and rewards program not working for almost 2 months, being shrugged off by customer service, no one reaching out to me, and no supervisor reaching out to me as requested. It doesn’t matter if I have 6000 points if I can’t use them because McDonald’s fails to deliver on good Customer Service to assist with making sure their app and rewards program are properly functioning and assisting with true troubleshooting. Not to mention the discounts are better than the point rewards, but god forbid you can use more than 1 reward or discount so my reward points are more likely to expire than get used anyways. I want a true resolution, and until then my complaint is still valid

Sincerely,

Timothy O’brien
Business Response
Date: 06/24/2025
We apologize you are not satisfied with the resolution. Please contact McDonald’s Customer Service at 1-800-244-6227, available Monday through Saturday from 7:00 AM to 7:00 PM CST for further technical assistance. Thank you
Customer Answer
Date: 06/24/2025

Complaint: 23426453

I am rejecting this response because:
I have tried to contact customer service center, asked for a manager, told one would contact me and that had not happened. I am not going to go through the same loops over and over. I’ll just take my business elsewhere if you don’t have the common decency to properly handle your customers concerns

Sincerely,

Timothy O’brien
Business Response
Date: 06/27/2025
We have returned points and offered customer service for troubleshooting any App issues. We have no further resolutions beyond what we have previously offered the customer.
Initial Complaint
Date:06/02/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Customer feedback webform does not work; submitted issues and received 404 error; require contact from corporation. Complaint is against corporate office, website, and smartphone app; complaint is NOT against restaurant. Complaint is a direct result of failure to provide customer service by *********************************************. - Order from ****************************************, ************, 6/2/2025 13:49:44 date/time of order - again, complaint is against corporate headquarters - not restaurant.
Business Response
Date: 06/10/2025
We apologize is you had issues. You can reach **************** through the following address: *************************************************************
Thank you,
Initial Complaint
Date:06/02/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a mobile order using the McDonalds app and redeemed ***** Rewards points for a Quarter Pounder, along with purchasing a side of fries. Unfortunately, the order was placed at the wrong location due to the app auto-selecting a nearby McDonalds based on GPS, rather than the one I intended to use near my home.Realizing the mistake immediately, I canceled the order through the app before it was fulfilled or picked up. I received an email confirmation that the order was successfully canceled. However, the ***** points used to redeem the Quarter Pounder were never returned to my account.I contacted ****************** customer service and went through a long back-and-forth via at least six emails. I submitted the receipt and all requested information. Despite this, I was told the issue could only be resolved by the restaurant where the original order was placedeven though the order was canceled, not fulfilled, and I do not live near that location.This is a failure in McDonalds mobile ordering and customer service process. A customer should not lose loyalty points for a canceled order that was never fulfilled. I am requesting that the ***** points be refunded to my account.The inability to resolve such a simple matter through the app or customer service has been frustrating and reflects poor customer experience handling. Im filing this complaint to seek resolution and to make others aware of how reward redemptions may be lost despite proper cancellations.
Business Response
Date: 06/10/2025
Your points return as a deal for the item that points were used for. It will show on the deals section of the app as a free item. Thank you
Initial Complaint
Date:06/02/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I order ******** on the app for delivery and instead I ricved the wrong item and I asked for a full refund, the business didnt want to refund my money, and made such accusations that I was lying and was deceitful. I am very disappointed and frustrated I want a. Full refund back to my original payment method.
Business Response
Date: 06/10/2025
Were sorry about your order. To report and resolve any issues, first identify who was handling your delivery **** Eats, DoorDash, etc. Check the bottom of the receipt in your email to find out the vendor.
Please contact **** Eats at ************** or DoorDash at ************.
DoorDash or ****Eats will ensure McDonalds is made aware of any restaurant issues experienced, but will directly provide support of your ********** order.
Customer Answer
Date: 06/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:05/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/4/25, I placed an order through the McDonalds app using 4500 rewards points to redeem a free breakfast sandwich. Upon arriving at the store for curbside pickup, I checked in via the app, which then glitched and canceled the order. Despite the order being canceled due to a McDonalds system error, my rewards points were not refunded.The app immediately allowed me to place the same order again, charging me another ***** points. Ive since contacted McDonalds ************* multiple times (Case #*********, and over the course of 10+ emails, Ive received inconsistent responses. Representatives repeatedly stated that a deal for the item would appear in my app, but no such deal has ever shown upeven after reinstalling the app and following all troubleshooting steps.Ive asked McDonalds ************* multiple times:When and where the deal would appear How to redeem it What happens if I place another order before it appears Whether its valid outside of breakfast hours These questions have never been answered, and I have received no resolution. My last two emails have gone unanswered entirely.Rewards points are McDonalds equivalent of currency. If this had been a credit card transaction canceled due to their error, the charge would have been reversed. Instead, McDonalds refuses to refund the points or issue the promised compensation, despite admitting the order was canceled and points were taken.Desired Resolution 1. A full restoration of the ***** points that were taken after the app error,OR 2. A clearly defined replacement deal that appears in my app and can be redeemed for the item I originally ordered, with instructions on how and when to use it.Additionally, I am requesting an acknowledgment that this issue has been escalated internally so that other customers are not penalized for technical failures.
Business Response
Date: 05/19/2025
Thank you for contacting us. Upon reviewing your account we have awarded you 4500 points for this issue. Thank you,
Customer Answer
Date: 05/20/2025

Complaint: 23335109

I am rejecting this response because:
While I appreciate that the ***** reward points have finally been restored to my account, this resolution came only after I escalated the issue through the Better Business Bureau - not through McDonalds internal customer service process, which failed repeatedly.

Despite providing all requested information and following every instruction, I was told multiple times by McDonalds customer service that a points refund was not possible and that a replacement deal would appear in the app. That deal never appeared. Only after filing this complaint did McDonalds reverse course and restore the points - quietly, without any notice or acknowledgment in follow-up communication.

Had I not pursued this further, McDonalds would have quietly swept my complaint under the rug with no resolution and no accountability. This experience highlights a much larger issue: the lack of transparency, responsiveness, and problem-solving ability within McDonalds customer support system.

A simple technical error - akin to a cashier charging twice - should have had a fast, customer-friendly fix. Instead, it took over two weeks, more than a dozen emails, and a formal BBB complaint to resolve a minor but legitimate problem.

McDonalds has also failed to address the bigger concern: what is being done to prevent this from happening again?

- Will the app be updated to automatically refund rewards or payments for canceled orders, regardless of payment method?
- Will customer service protocols be updated to allow swift, empowered resolution for issues like this, without weeks of vague emails and deflection?

Until McDonalds acknowledges these broader concerns and demonstrates meaningful improvements, I cannot accept this as a satisfactory resolution. This complaint is about more than ***** points - its about integrity, efficiency, and respect for the customer.

Sincerely,

****** Buys

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