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.
84 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:03/28/2024
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.
Is there any way I can be refunded for the $15 arch card or at least have the card I received in February reactivated with the full balance? I opened this ticket December 25, 2023. It has been 3 months without any reimbursement or compensation. At this point I would settle for any replacement of equal value. I'm in disbelief that this is even legal. The replacement card should have either been priority or next day delivery or emailed as a virtual gift card or emailed as equal value in points. And the replacement compensation should not have an expiration or use by date since I have been waiting 3 months for this to be resolved. This issue should have been escalated to the highest level 2 months ago. I don't need an interview with the **** but if this is a business then it is legally an ethically required to not steal from customers.
Business Response
Date: 04/09/2024
Thank you for bringing this matter to our attention. Upon reviewing your case we show the replacement card we sent was used 4/1/2024 and 4/5/2024. Please let us know if you have further issues. Thank you
Customer Answer
Date: 04/10/2024

Complaint: 21502672

I am rejecting this response because: The is*** has been resolved as of today, according to the documentation I was able to gather. I have yet to use the card. The ************************* Website for the arch card is essentially non-existent in comparison to the main McDonald's app. Once I have successfully used the balance on the card, I won't concern myself with the arch card department anymore. If I ever get one again I'll just give it away and pray that the organization has improved. It's a really bad reflection of the company as a whole. It's a terrible business model for this era. It's outdated and my experience surrounding it these past 3.5 months has been borderline traumatizing. I really hope someone capable of making business decisions takes my experience and feedback seriously. I was about to find a lawyer and *** the corporation. I had previously considered investing or owning a McDonald's as I know people who do. After this, however, I'm going to stay as far away as possible from interaction with the corporation.
Sincerely,

*********************************
Business Response
Date: 04/15/2024
According to the customer's comments, this issue has been resolved. Thank you,
Initial Complaint
Date:03/22/2024
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'm in the end of February I contacted McDonald's corporate office and refers to a problem that I was experiencing I went in to use some of my rewards points I go to McDonald's at least three four five six even seven times a week every week for a long time so I had about maybe like 50 something maybe *********************************************************************** there it kept saying that I didn't have no points and then it told me I had to start my accounts all over and I had two different emails f r i e s fries ************** and also ******************* 12:************ both of them I had to redo everything over so when I noticed that all my points was going I contacted them I spoke to two different associates that was right right friendly on March the 22nd I spoke to one when I called the 240 customer service and she didn't want to hear it then I spoke to another gentleman at the ***** number he wasn't no better he was rude and I getting obnoxious telling me that I might have deleted it and I was like I did not delete my stuff off of no two apps that is kind of impossible for somebody to do it I mean two different emails they need to correct this or then they just if nothing gets done and the business fail to research this and find out what is going on while my points were stolen from me then they need to just put so our customers can see the antics that that McDonald's are doing to them
Business Response
Date: 04/02/2024
Thank you for bringing this matter to our attention. Upon review our Mobile App Team requested information for further investigation on February 29th. Please respond to their email with the requested information. Thank you.
Customer Answer
Date: 04/03/2024

Complaint: 21471114

I am rejecting this response because:
I never received a email from McDonald's saying that they was going to do anything I've never got anything requesting anything from McDonald's I'm still waiting to hear back have not received nothing from them they did they do not take this seriously and they just not trying to restore my points when the representative I think her name was ******* or whatever the representative she even went back in new certain McDonald's that I was in and of another part of ******** and she wouldn't have had no way if she didn't know and that's how I knew that all my points were stolen but yet you know it's not nothing being done about this situation that's why I'm rejecting McDonald's response
Sincerely,

***********************
Business Response
Date: 04/09/2024
Thank you for bringing this matter to our attention. Upon review our Mobile App Team requested information for further investigation on February 29th. Please respond to their email with the requested information. Thank you.
Customer Answer
Date: 04/11/2024

Complaint: 21471114

I am rejecting this response because: McDonald's is lying they never contacted me until now only time I hear from them is through you guys they are lying and not trying to fix the issue the issue still is not fixed and if they're not going to fix it then they have no need to keep contacting me

Sincerely,

***********************
Business Response
Date: 04/15/2024
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.
Customer Answer
Date: 04/16/2024

Complaint: 21471114

I am rejecting this response because: they said this before and I never heard anything back so I don't trust that they're going to ***********

Sincerely,

***********************
Initial Complaint
Date:03/20/2024
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.
Multiple times I have used their App to order food and they have taken my money or rewards points and not provided the food I ordered. Multiple times they have refused to refund me for the product they never provided. Instead, they constantly ask me to send them the same evidence (on one incident, they lost the evidence I sent them five times). The need to refund me for my loss and fix their App or stop offering it
Business Response
Date: 04/02/2024
Thank you for bringing this matter to our attention. In order to address this complaint, we need the exact location of the restaurant the customer visited. Would you be so kind as to request the location for this matter? Thank you.
Customer Answer
Date: 04/07/2024
This has happened at multiple locations.
1. *****************************************
2. *************************************************************************
3. *********************************************************
Each time the issue has been from McDonalds corporate taking the money from the App and not transferring the order to the store. McDonalds corporate then keeps asking for the same information no matter how many times I provide it as a stalling tactic
Business Response
Date: 04/25/2024
Thank you for bringing this matter to our attention. We have forwarded this complaint to be reviewed and investigated at the store level. We will provide a report and update once we receive it from the store. Thank you!
Initial Complaint
Date:03/19/2024
Type:Customer Service 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 ordered online through the McDonalds app, I sent my employee to get the food because I was the manager on duty and couldnt leave my job. When she got there they claim they never received the order although I have the receipt and my bank statement where they took my money. I contacted McDonalds and they said they will have the gm look into it and refund my money but this gm has a personal issue with me outside of McDonalds and now she will not refund my money. Its been almost two weeks now.
Business Response
Date: 03/25/2024
When you place an order on the McDonald's App, we do not get the order in our kitchen until the phone that the order was placed on enters our parking lot. The App will then prompt you to choose what type of delivery method (inside, drive thru or parking lot pick up). If you send someone else to pick up your order and they do not have your phone with them, we never receive the order in our system. You will get an initial charge on your card for the order, but if that order is never picked up, the app will eventually cancel it and the pending charge will fall off of your account before it clears on your card. I will need proof that the charge actually cleared this person's account before refund. The reason the restaurant was unable to give a refund is because we never received the order. The General Manager has no knowledge of this person making the complaint, nor does she have any personal issues with her. I have reached out to ***************************** and have not gotten a response back from her.
Customer Answer
Date: 03/26/2024

Complaint: 21444866

I am rejecting this response because:
The statement she made about the gm is incorrect, the gm does know me and does have a personal issue with me. Also I have provided the proof it cleared my bank multiple times and still no refund but I attached it once again.
Sincerely,

*****************************
Business Response
Date: 04/02/2024
Thank you for bringing this matter to our attention. We have forwarded this complaint to be reviewed and investigated at the store level. We will provide a report and update once we receive it from the store. Thank you!
Initial Complaint
Date:03/18/2024
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 bought my kids McDonalds gift cards for X mas and they are not able to be used at the store, I think they are scratched on the scan bar line that they need to scan from. How can I get another one.
Business Response
Date: 04/02/2024
Thank you for bringing this matter to our attention. If you are having issues with your gift card you will need to take the card and activation receipt back to the store it was purchased. Thank you.
Customer Answer
Date: 04/03/2024
It is not a location I bought a gift card that does not operate and it is scratched. Did you even read my complaint???
Customer Answer
Date: 04/05/2024

Complaint: 21451373

I am rejecting this response because: The store says that you have to refund it that they do not take care of card issues for gift cards to different vendors.

Sincerely,

*********************************
Business Response
Date: 04/11/2024
Thank you for bringing this matter to our attention. Upon reviewing your case with our customer service department it looks as they notified you on 3/19 that your Arch Card would be replaced and it should arrive to you in 4 to 6 weeks. Thank you,
Initial Complaint
Date:03/13/2024
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 an order on the McDonald's app. The order wasn't delivered. I contacted ******** and they couldn't get ahold of the driver. I contacted the store and the "2nd shift manager" told me he couldn't refund my order or remake it unless I came into the store. I wasn't able to go there that late at night, which is why I placed the order for delivery. He said his "orders manager" had "just left", but he would take my name and number and have him call me to "process it tomorrow." No one ever called.I didn't get my order. I don't live near the store to go there. I need my money refunded since it wasn't delivered. My order number is: 04fad I've attached the receipt.
Business Response
Date: 03/11/2024
We do not own this location, you would need to reach out to that store for them to initiate the refund. We only own locations in ****, ************, & *************.
Business Response
Date: 03/20/2024
Thank you for bringing this matter to our attention. All delivery order issues have to be addressed by the delivery vendor. Please contact DoorDash at ************.
Customer Answer
Date: 03/21/2024

Complaint: 21412351

I am rejecting this response because: I have done this. Multiple times and everytime I have been told that the refund has been sent to the restaurant and that the restaurant has to issue it to me because they have my payment info.Which is McDonalds. I placed my order on YOUR app. I did business with YOU. I did not place my order with DoorDash. Ive done what I can to resolve this with them for 3 weeks. At this point, you should help and get my money refunded.

Sincerely,

*********************
Initial Complaint
Date:03/12/2024
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.
Beware when placing an order on McDonalds app. On 12/9/23 placed mobile order for ***** I received error message that I was a long way from this restaurant but ordered was placed anyway. **** to ******** and explained my error to an employee at tge town I was in and asked if I could cancel my order. She told me the restaurant tge order was placed at would credit my PayPal account. She said it may take a couple days. So I placed an additional order. My account was never credited. I contacted McDonalds on their website case #********. I sent my receipts. **** told me they would contact McDonalds in Freeport *****. They were required to respond. While waiting for response they closed my case due to inactivity. I sent two more messages and received the same response, they would contact the restaurant again. I never received a response back from McDonalds
Business Response
Date: 03/20/2024
Thank you for bringing this matter to our attention. We have forwarded this complaint to be reviewed and investigated at the store level. We will provide a report and update once we receive it from the store. Thank you!
Initial Complaint
Date:03/11/2024
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 placed a mobile order for a small sprite, large fry, and a deluxe McCrispy Meal. I received my food thrown in the bag. My sandwich was out of the box. My sandwich was old and cold. I tried to contact the restaurant but I didnt get an answer and I tried to walk into the lobby and the lobby was closed due to construction.
Customer Answer
Date: 03/13/2024
Attached is the receipt asked.
Business Response
Date: 04/02/2024
Thank you for bringing this matter to our attention. In order to address this complaint, we need the exact location of the restaurant the customer visited. Would you be so kind as to request the location for this matter? Thank you.
Initial Complaint
Date:03/03/2024
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.
email associated with my app is ***************** went today , placed mobile order location ************** complaint- ordered quarter pounder with cheese meal and got fish sandwich instead. this is the 3rd time I have had an issue with this location getting my order wrong. I am requesting $50 refunded for all the messed up orders from this location
Business Response
Date: 03/13/2024
Thank you for bringing this matter to our attention. In order to address this complaint, we need the exact location of the restaurant the customer visited. Would you be so kind as to request the location for this matter? Thank you.
Customer Answer
Date: 03/14/2024
The location is
: 1630 ******************, ***************, 33316, **
Business Response
Date: 04/05/2024
Thank you for bringing this matter to our attention. We have forwarded this complaint to be reviewed and investigated at the store level. We will provide a report and update once we receive it from the store. Thank you!
Customer Answer
Date: 04/08/2024

Complaint: 21378742

I am rejecting this response because: I am requesting a refund or gift cards for the messed up wrong orders from this location

Sincerely,

***************************
Business Response
Date: 04/11/2024
Thank you for bringing this matter to our attention. We have forwarded this complaint to be reviewed and investigated at the store level. The store will address the issues you've had from thier location. Thank you!
Initial Complaint
Date:02/27/2024
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.
Im diabetic and cant frequent the restaurant. I have paid for food and earned points and have had many points taken away from me!! I cant even seem to earn ***** to redeem for an item!! Then I turn around and my points are being taken away at a record pace!!! I paid for the food, I should be able to keep my points!! Nobody can seem to explain to me how to use the points before they are taken away from me because I dont even have enough for free food!!!
Business Response
Date: 03/05/2024
We appreciate this opportunity to share with you the points expiration date for MyMcDonalds Rewards. Points expire on the first (1st) day of the month after **************) month from the date such points were earned. Points will be maintained in your online services account until you exchange your points for a reward, or until they expire, whichever occurs first.
Customer Answer
Date: 03/06/2024

Complaint: 21353306

I am rejecting this response because:

I understand this but nobody from the company is explaining how I use the points if Im under ***** and Im diabetic!! Therefore, Im unable to go on a daily basis!! Lost more just a few days ago!! Its such a lame policy for those who are diabetic and cant regularly eat this food!! Therefore, I earn the points and they should remain in the account!!

Sincerely,

*********************************

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