Complaints
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 ComplaintThe 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:02/21/2024
Type: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 I placed an order through the McDonald's app on February 3rd. There were many issues so I called in. I was transferred to a department which offered a refund of the 23$. After a few weeks went by I called regarding the refund and was told Uber Eats would be handling it. Uber Eats processed it back on February 3rd and says McDonalds has to refund it. I have called 10+ times and both companies say there is nothing they can do. My bank says McDonald's is the merchant showing and I did order directly through their app. It has now been 3 weeks and no refund. Please help!
Business Response
Date: 02/28/2024
Thank you for bringing this matter to our attention. Any delivery order issues need to be addressed with the delivery vendor. Please contact Uber Eats at **************.Customer Answer
Date: 02/29/2024
Complaint: 21326722
I am rejecting this response because:Uber Eats approved the refund close to a month ago. They are saying McDonalds has to be the one to refund the 23$ I spoke to my bank and McDonalds was the merchant that billed me so they are responsible for the refund. Please refund the 23$ to the card used immediately
Sincerely,
*****************************Business Response
Date: 03/05/2024
Thank you for bringing this matter to our attention. All delivery order issues must be addressed by the delivery vendor. Please contact Uber Eats at **************.Initial Complaint
Date:02/20/2024
Type: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.
For about 10 days straight, my family, friends, and I tried to place our usual orders using the McDonald's app but it continuously said that it could not process the orders due to an error on McDonald's end. I decided to try uninstslling and reinstalling the McDonald's app to see if it might help. Before uninstslling, I had saved over ****** rewards points. After reinstalling, it reset my points to *****. I contacted customer service and did everything they asked of me, including answering more questions about the problem. After a while, I received an email from them stating that they were closing my case because I didn't answer their questions, even though I did. I tried to explain again to customer service, but received no reply and my points are still missing. I have attached the emails and numbered them.Business Response
Date: 02/19/2024
Hello,
We are a local owner operator in ****. We have stores in ****, *************, and ************. Unfortunately anything that is done with the app has to be handled with McDonald's on the Corporate side we do not have any control over it. I am sorry!
Customer Answer
Date: 02/25/2024
Hello,
This has absolutely nothing to do with a store or a receipt. This issue occurred on the McDonald's app. As you should understand from everything that I already provided to you, I was never able to place any orders because there was an error when trying to place an order and nothing would process to charge my card for any food. The issue is that when I uninstalled and reinstalled my McDonald's app, I suddenly dropped from over ****** reward points to ***** just by uninstalling and reinstalling the app. This issue did not involve a McDonald's store perse, but more likely a corporate technical issue.
Business Response
Date: 03/01/2024
Thank you for bringing this matter to our attention. Upon reviewing your account you were informed by the Digital Tech team that you did have points expire from your account on 2/1 and 2/2 per the Terms and Conditions of the App. Your account from the email address *******@protonmail.com has only had ****** lifetime so if there is another account you would like us to look into please let us know. Thank you,Customer Answer
Date: 03/04/2024
Complaint: 21304523
I am rejecting this response because: I was shorted thousands more points than the ones that expired on 2/1 and 2/2.As I already said, for about a week, none of my friends, family, or myself were able to pay for any of our orders between the approximate dates of 1/27 and 2/5. Therefore, i could not redeem the points that were going to expire because the issue was on the end of McDonald's. Additionally, the amount of points that were going to expire were under *****. Therefore, not only was I unable to redeem the points that were going to expire, which is why I was trying so desperately to order McDonald's to begin with, but I also mysteriously lost over ****** points when I uninstslled and reinstalled my McDonald's app. So, yes, I lost around ***** points due to the McDonald's processing error because i wouldn't check out and those points expired, but that still doesn't account for the other ****** that were lost. I had over ****** points before all of this happened and upon uninstalling and reinstalling the app, I was left with ***** rewards points.
Sincerely,
*************************Business Response
Date: 03/12/2024
This issue has already been responded to by our *************** as well as the Terms and Conditions of the App. Thank youCustomer Answer
Date: 03/15/2024
Complaint: 21304523
I am rejecting this response because: the issue has not already been responded to. The points that i earned under the terms and conditions of McDonald's which mysteriously disappeared when the technical issue occurred and I uninstalled and reinstalled the McDonald's app did not make it back into my account. I was robbed of ****** hard earned points that I'm entitled to have back because I earned them by spending monry at McDonald's. I don't know who McDonald's has in charge of responding to these messages, but clearly they have absolutely no interest in resolving the problem. God forbid that they actually check and see how many points i had in my acvount before the technical issue and how there were 0 points purchases that occurred between having over ****** points and being dropped to *****. There is no care or concern behind these empty responses that dismisses the issue to the tech department or anyone other than themselves. McDonald's is a 200 billion dollar company, but they can't spare the time to see that the points are indeed gone without being spent, and they're too stingy to compensate someone when their company had technical issues for over a week, and God forbid that they apologize for the inconvenience! It's much easier to s**** the person who lost the points and blame or dismiss the issue to the tech department. If there were any care or concern for the matter, they might actually read the attachments which include all of the correspondance. You can say that the issue has bern handled all you want, but the attachments include all of the correspondence from McDonald's and clearly, nobody has resolved thr issue, which is why the BBB acceoted the case to begin with. I travel all over the world and I've frequented McDonald's in many countries. I actually thought much better of the company. It surprises me that, not only is their customer service unsatisfactory, but they don't even honor the legal parameters of their rewards points. A credit card company would never get away with having points that people spent thousands of dollars to earn go missing. Apparently, McDonald's feels that their reward points aren't valued the same way because theyre only worth a couple of Big Macs.
Sincerely,
*************************Initial Complaint
Date:02/15/2024
Type: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 was given a burger with pickles when I asked for a burger with no pickles. This ultimately ended in me having an allergic reaction and having to take time off of work. I have hospital bills and I lost out on opportunities to make money.Customer Answer
Date: 02/19/2024
The receipt attached does not have an address on it, However, I have other forms of proof to show that I was at the location on 91st and Western.Business Response
Date: 03/01/2024
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: 03/05/2024
Complaint: 21291967
I am rejecting this response because I want to keep the complaint open. The address to the Mcdonalds is *********************************************************************************
Sincerely,
***********************Business Response
Date: 03/12/2024
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: 03/18/2024
Complaint: 21291967
I am rejecting this response because we still haven't finished the process.
Sincerely,
***********************Business Response
Date: 04/02/2024
On 3/14/24 the Operator of the location spoke to the customer and let them know that they would be calling this into the insurance company. Please let me know if you need any additional information.Thanks,******Customer Answer
Date: 04/03/2024
Complaint: 21291967
I am rejecting this response because we still haven't finished the process.
Sincerely,
***********************Initial Complaint
Date:02/12/2024
Type: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.
REFUSAL To RESPOND AND REFUND: I placed a mobile order on the mobile app and after a long wait, I shared my mobile app number to the person at the speaker. I was not told about part of my order not being available. After more waiting, I finally arrived at the first window for a receipt and still not told about an item I order not being available. When I reached to the last window to retrieve my food, I was told the mocha frappe was not available. I asked for a regular drink, but to get a partial refund for the frappe being that it is more expensive than a traditional drink. The manager rushed the person at the window talking with me and told him to "hurry up and just give her a caramel frappe". When he proceeded to tell me about the caramel frappe, I informed him, that my daughter does not like ******* frappe. I went on to say just refund the meal since I had not receive ANY food from the window. The manager told him to tell me I can't get a refund. I left since the manager was VERY rude and dismissive to me. I reported this issue on the mobile app and was told the next day to call the store/restaurant. I again felt dismissed and I still proceeded to contact the store I visited the day prior. Per usual, the restaurant did not answer the phone call although I dialed the number several times. I replied to the emailed message that told me to contact the store for a solution and NO ONE has responded yet. I then messaged my concern on social media and I can clearly see that my message was read, but I did not get one response yet. I tried calling the store again so I can get my money refunded to me or to my app, but there still was no answer. At this point, McDonald's has been dismissive, disregarding across the board. This type of customer service is not okay and I am requesting an apology and a refund. Had I gotten a refund at the time of visit, I would not be here addressing these issues.Business Response
Date: 02/20/2024
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:02/09/2024
Type: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 delivery Order#: a16b7 on 1/30/24 and did not receive my food. I contacted the customer service line the same day and was told a refund has been issued and I would receive an email in 2 hours and it would show on my card in 3 business days. I never got the email so I called again and spoke to ******* ******** she confirmed the refund was issued and sent a manual confirmation for peace of mind reference number associated with this contact is *********. It is now well past 3 business days and I still do not have my money back. Support docs attached.Business Response
Date: 02/15/2024
Thank you for bringing this matter to our attention. All delivery order issues need to be addressed with the delivery company. Please contact Uber Eats at ************** or DoorDash at ************.Customer Answer
Date: 02/19/2024
Complaint: 21273583
I am rejecting this response because: As stated in my initial complaint, I have already contacted delivery support for McDonalds (handled through DoorDash). This was not a DoorDash order. It was placed directly in the McDonalds app.
Sincerely,
***** .Business Response
Date: 02/22/2024
Thank you for bringing this matter to our attention. All delivery order issues must be addressed with the delivery company. Please contact DoorDash at ************.Initial Complaint
Date:02/07/2024
Type: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.
Order # 5cbda 11/14/23 6:31am I order delivery through Mcdonalds.com and received the wrong order. I contacted them and was never given a refundBusiness Response
Date: 02/15/2024
Thank you for bringing this matter to our attention. Any delivery order issues need to be addressed with the delivery company. Please contact Uber Eats at ************** or DoorDash at ************.Customer Answer
Date: 02/19/2024
This is NOT correct.
1. I tried to contact doordash but they were unable to assist me.
2. This error was NOT made by doordash it was an error made by McDonalds giving me the wrong order
3. I placed the order through McDonalds.com NOT through Doordash so McDonalds has the ability to help me but they are choosing not to
Complaint: 21257967
I am rejecting this response because:
Sincerely,
*******************************Business Response
Date: 02/22/2024
Thank you for bringing this matter to our attention. Any delivery order issues must be addressed with the delivery company. Please contact DoorDash at ************.Customer Answer
Date: 02/23/2024
Complaint: 21257967
I am rejecting this response because:McDonalds has the WORST customer service ever.
******** has not helped me so I have to sue ********************** to get them to fix THEIR mistake.
This is ridiculous!
Sincerely,
*******************************Initial Complaint
Date:02/06/2024
Type: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.
Yesterday february 5, **** Ihad a problem with the points. I purchased food at the McDonald's in ******* ******** and it failed to register my points period while I was in the store. I called customer service and a worker. Told me how to manually enter the the information of the purchase on my app. However I called customer service today. To find out the status and to ask. Why is it taking so long for the points be added. a worker named ******* initally refused to transfer me. She said that the supervisor is going to just say the same thing. I had to ask her a few times for her to then transfer me. She put me on hold and then The system went to a survey. She disconnected the call. I immediately called back and got through to a work in the ******. Who agreed to transfer me to a Supervisorbut then came back to the line and said no one is available. I asked if I could wait online and she refused and hung up the call.I am *********** my points.Business Response
Date: 02/15/2024
Thank you for bringing this matter to our attention. I have awarded your App account **** points for you inconvience. Thank you,Initial Complaint
Date:01/31/2024
Type: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 McDonald's delivery through the McDonald's app. My order never arrived, and McDonalds has not refunded me for the missing order despite my numerous attempts at communicating the issue through their normal support channels. The specific restaurant in question has not even attempted to reach out, and when I call, their line is always busy. Extremely disappointed, I want my money back.Business Response
Date: 02/07/2024
Thank you for bringing this matter to our attention. All delivery order issues must go through the delivery company. Please contact Uber Eats at ************** or DoorDash at ************. Thank you.Customer Answer
Date: 02/08/2024
Complaint: 21224807
I am rejecting this response because: I have already been in contact with Uberrats and I was told only McDonald's could refund me since I paid using the McDonald's app.
Sincerely,
*****************************Business Response
Date: 02/15/2024
Thank you for bringing this matter to our attention. Any delivery order issues need to be addressed with the delivery company. Please contact Uber Eats at **************.Customer Answer
Date: 02/19/2024
Complaint: 21224807
I am rejecting this response because:
I already provided Ubereats response to this issue that the fault lies solely with McDonald's. I still do not have my refund.
Sincerely,
*****************************Business Response
Date: 02/22/2024
Thank you for bringing this matter to our attention. Any delivery order issues must be addressed with the delivery company. Please contact Uber Eats at **************.Customer Answer
Date: 02/23/2024
Complaint: 21224807
I am rejecting this response because:
They must have a bot answering these questions because I already addressed this. Stop giving me the same canned response.
Sincerely,
*****************************Initial Complaint
Date:01/29/2024
Type: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 had to drive to this store, 3 times to NOT receive my PRE-PAID order.. each trip is 40 minute round trip..I called 3 times& was avoided by the manager that rudely refused to give me my food or reason or name in the drive thru after I paid & had arrived to pick it up.. 1month+, 5 calls to customerS saying Id be refunded and NOTHING.Then the manager decided to call me 20x+ from PERSONAL *********** voicemail or text -while calling me repeatedly -while i was at work!This companys failure, as a whole, to address, respond and remedy customer complaints/workplace discrepancies is unacceptable and completely disparaging to loyal patrons. their inability to follow through & issue this very warranted & fair refund is unbelievably frustrating & shows how mismanaged the company is.you calling my phone about 20 times back to back, leaving no indication or message of any kind to identify yourself or the reason you were contacting me, while I was working and unable to answer, is ludicrous and cannot possibly be your companys mandated protocol for addressing issues like the one we have found ourselves in.. and if it is, a demand for reform needs to be made immediately. I paid for my familys order on the 25th of November 2023.. it is now january 2024 and NOW the manager is insisting that I drive 40 minutes round trip TO COME TO HER-ON HER SCHEDULE-if I want my refund! Instead of saving me the time gas and headache to go all the way back to her store! I paid on my card-but she cant just refund that card?? And instead of a gift certificate, she wants me to take a card that I cant even order from the app with-INSTEAD I AM SUPPOSED TO GO ALL THE WAY TO HER STORE TO USE IN PERSON?!? This is insane unprofessional and I am so sorry for ever giving them any buisness at all!Business Response
Date: 01/29/2024
Hello,
My name is *******************************, with ***** McDonalds in **********, **********. After reviewing the file we found out that we are not the store involved with this complaint. The customer got the address wrong. the store involved is in the ******************, addressed ****************************** **********, ** ***** this according to the attached files provided. Also the person ****** sending message is not affiliated with our company.
We would never call anyone over 20 times, or in any way harass anyone, we go by the 3 try rule and do leave messages to any of our customers that are not satisfied. if you could please remove this complaint from our profile we would greatly appreciate it. Any questions in regards to this, feel free to contact us at our corporate office at ************
Thank You,
Business Response
Date: 02/07/2024
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: 02/12/2024
Complaint: 21159767
I am rejecting this response because: I never received any response
Sincerely,
*************************Business Response
Date: 02/15/2024
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: 02/19/2024
Complaint: 21159767
The McDonalds address that this complaint is about is:***************************************************************
*************************
Business Response
Date: 02/22/2024
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:01/28/2024
Type: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 filing this complaint because I cant access my account, and disappointed with an order I made to where I contact customer service they didnt help and my account keep saying login into ******** to which I did but didnt work.Business Response
Date: 02/07/2024
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: 02/11/2024
1905 *************************
*****, ** 33607
*************Business Response
Date: 02/20/2024
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: 03/29/2024
Complaint: 21212814
I am rejecting this response because:So I recently filed a bbb, and my ******* said they said they would contact through the app, but they never did.
Sincerely,
*********************************Business Response
Date: 04/02/2024
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.
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