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

386 total complaints in the last 3 years.
84 complaints closed in the last 12 months.

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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:01/25/2024
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 usually dont go to ******, I work in a clinic and for my lunch I stopped at McDonalds on ********************************************************************* and as I was paying I used the tap, I pulled up to the next window and the young lady on the 1st window came up to the second window and let me know the card declined I gave her my phone to tap pay with the correct card when it went through she came back and let me know it went through she handed my phone to the young lady at the 2nd window, as she was about to hand it back to me the phone slips out of her hand the receipt and the phone fly out the window causing my phone to fall outside I have the new iPhone 15 pro *** I let the lady at the window she broke my phone she told me that it was the screen protector I let her know it was my phone, she closed the window and I drove off after I got to work I called the restaurant the manager put me on hold after explaining situation, asked employees the employee told the mama get what happened the manager told me I was going to get a call which I did but they dont reply to my emails and they are just ignoring me Im still with a broken device and I feel like I shouldnt have to pay for my phone to get replaced at this point because Ive only had it for 2 months!
Business Response
Date: 01/30/2024
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:01/25/2024
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.
On 1/10 at 204am I placed an order for delivery. I used point to redeem a drink which never showed up with my order. McDonald's kept telling me to call door dash and door dash kept telling me to call McDonald's. No one would take any accountability. Eventually someone idk which company said I would get my point back in 7 days. I never got my points back. On a separate occasion I also placed an order on the app that never showed up. I was promised a refund which never showed up I spent around 22 on that order I believe. There is a police record from when I made a report for the theft
Business Response
Date: 01/25/2024
We do not own this location. We own stores in ****, ************* and ************. You would need to speak with the owner operator of that specific store location.
Business Response
Date: 01/30/2024
Thank you for bringing this matter to our attention. Any issues with delivery orders must be through the delivery company. Please contact Uber Eats at ************** or DoorDash at ************. Thank you!
Customer Answer
Date: 01/31/2024

Complaint: 21196637

I am rejecting this response because:
I have already stated that i attempted to contact doordash. They tell me to contact you. Again you tell me to contact them. At the end of the day, the app is branded Mcdonalds. You are in control of the app. You do not let me select a delivery partner, you force me to use the one your app links too.(Both services are availabe in my area) furthermore you dont let me select a restaurant to get my order from. Since one of your restaurants has an employee who harassed me, I should be allowed to select a delivery from another location. At one point that employee retaliated against my by smashing the food before sending it off (the doordash driver did take photos and show me before suggesting to call for a refund). That employee is your responsibility regardless of the delivery partner. I have multiple disabilites from seizure disorders to collapsed discs and even a severed nerve from when i got slashed while working security. I am very medically limited and rely on you to make the process as easy as you can with your customers. Instead you take advantage of helpless people by engaging in a shady contract with doordash and then just point the fingers at each other rather than try to work together to make your customer happy. Under ******** Law, the matter is classifed as criminal theft at this point. that supercedes your arbitration and disputes agreement. I am allowed to hold both Doordash and Mcdonalds liable for the matter and a judge will determine how much fault (Not who is at fault) each company is liable for. Both companies will bear a level of fault.
I have been reasonable attempting to reach out time and time again to resolve the matter amicably. However, if you cannot work together with doordash to find a reasonable solution, then you should not be working, partnering, joint venturing, etc with them. Not only was this situation preventable, but after it occurred, you could have resolved it. There is no excuse why it has escalated this far. However, if you truly do not care about your customers enough to speak with doordash on their behalf and reach a resolution, then you should be 100% held liable for your role in facilitating the theft. I am willing to listen to a reasonable solution at this point but if you cannot offer that then consider this your notice that i wish to proceed with my dispute in the fullest legal capacity i am ***********.
I await your response and hope you will be interested in attempting a real resolution and will demonstrate that you will do the right thing. However, if you wish to continue the pattern of taking advantage of me I will respect your decision, but I will react accordingly.
Sincerely,

*******************************
Business Response
Date: 02/07/2024
Thank you for bringing this matter to our attention. As previously stated all delivery order issues must be addressed with the delivery company. Please contact DoorDash at ************. Thank you.
Initial Complaint
Date:01/24/2024
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.
On January 8th, ****, I ordered a McDouble ($2.69) and a strawberry shake ($3.59) for a grand total of $6.72. The order was made through the McDonalds App. I arrived to the location for pick up and was informed at the drive thru intercom that my strawberry shake ordered wasnt available. I advised the ******** employee I wanted a refund on the item since it wasnt available and he agreed. I arrive to the window get my receipt notice the charge for the shake but not a refund processed. The employee said he did it on his system to not ***********, January *************************************************************************************************************** to my debit card. Im hoping this wrong can be corrected and I can receive my refund for an item that I was never supplied since it wasnt available.
Business Response
Date: 01/30/2024
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:01/24/2024
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.
for a year now, my mobile app rejects every single payment or order i try and place. i called and sat on hold for hours, bounced around to no avail. my name and number taken down and promised to be reached out to and nothing happened. fix my mobile app/account status and remove whatever block is on it. it's not my payment method because i've tried at least 6 on it. that isn't it. called my merchants too. it's not them. it's mcdonalds. app is linked to ********************* fix it please.
Business Response
Date: 01/30/2024
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: 02/08/2024

Complaint: 21192170

I am rejecting this response because:

Mcdonalds has refused to remedy my situation claiming I am making fraudulent charges with my own debit card on my own McDonalds account. They need to make it right before I just close my account and never give them another dime of my hard earned money ever again.

Sincerely,

*****************************
Business Response
Date: 02/15/2024
Thank you for bringing this matter to our attention. Our Mobile research team has informed you of the issues with you account on February 5, ****.
Customer Answer
Date: 02/19/2024

Complaint: 21192170

I am rejecting this response because:

they notified me of alleged fraud which clearly never took place. So fix it or lose my business for good. Seriously. This is ridiculous.

Sincerely,

*****************************
Initial Complaint
Date:01/22/2024
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.
On 12/21/23, I placed a delivery order through the McDonald's app, which is supposed to be fulfilled by DoorDash. The order was cancelled by DoorDash because the restaurant refused to give the Dasher the food. DoorDash has insisted that I need to contact McDonald's about this. McDonalds insists that I need to resolve this through DoorDash, even though the charge is from McDonalds. This is a mess, I just want a refund for the food I never received and both companies are shirking responsibility.
Customer Answer
Date: 01/22/2024
This complaint relates to a delivery order through the McDonalds app from the McDonald's at **********************************************************
Business Response
Date: 02/07/2024
Thank you for bringing this matter to our attention. All delivery order issues need to go through the delivery company. Please contact DoorDash at ************. Thank you.
Customer Answer
Date: 02/08/2024

Complaint: 21177683

I am rejecting this response because: when I contacted DoorDash, they said that I needed to contact McDonalds to resolve the issue, and the charge is from McDonalds.
Further, as noted in the correspondence attached, this was a McDonalds issue not a DoorDash issue - when I went in-person to the McDonalds to try to resolve the issue with the order, the counter person was refusing to talk to several DoorDash drivers attempting to pick up orders.
Sincerely,

***********************************
Business Response
Date: 02/15/2024
Thank you for bringing this matter to our attention. All delivery oder issues must be resolved through the delivery company. DoorDash at ************.
Customer Answer
Date: 02/19/2024

Complaint: 21177683

I am rejecting this response because:
Doordash has directed me to McDonalds for a refund and the charge is from McDonalds and the order was placed through the McDonalds app.
This is absurdly bad customer service. Any chance of me ever patronizing a McDonalds again hinge on whether you resolve this. I live across the street from one - youve probably already lost out on 100s of revenue while this dispute has been pending just because you refuse to take responsibility for a issue that is clearly on McDonalds end.
Just take care of this issue. Your repeated refusals to do anything about this (8 or so now between CS and the BBB correspondences) are completely absurd.
A brief search online reveals that this is a pervasive problem and youve refused to refund numerous customers facing the same issue. The next steps on my end will be considering whether filing a complaint with the *** and comparable ******** regulators is appropriate if you continue to accept responsibility for charging me for food that was never available for DoorDash to deliver.
Sincerely,

***********************************
Initial Complaint
Date:01/22/2024
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.
This order down below was incorrect and was supposed to be refunded to my card ending in **** it has now been 2 weeks and despite door dash support for McDonalds claiming to issue a refund I havent received it! This is unacceptable! Ill submit picture evidence of the email I was sent by ******** of McDonalds DoorDash support to verify on January 9th, **** a refund shouldve been processed. Since then Ive made contact with the support multiple times requesting an escalation to figure out the problem and no one has reached out via email or via phone. The money has not been refunded Ill provide a screenshot of my bank purchases and theres been no update. Order#: 4ee2f 01/09/**** 06:26:54 AM ***************** ***************************************************************** ************* McMuffinQty 2$9.78 NO Butter Large Mocha FrappQty 1$5.79 $0 Delivery Fee with minimum purchase of $15 (excludes tax) Subtotal$15.57 Tax RateBase for TaxTax Amount ***** MI 6.006.017.44$1.05 DeliveryFee$0.00 ServiceFee$1.87 Total$18.49 Total Savings$2.99 Payment Details Card Issuer: MasterCard Authorization: BK3NH6QFB9JL7R25 - 01/09/**** 06:26:55 AM Account/Card Number: **************** Approved Amount: $18.49 Merchant ID: ************** Sequence Number: BK3NH6QFB9JL7R25 Balance: $0.00 Delivery Information Address: ********************************************************************************************* Delivery Selection: Door Instructions:Customer ***************************** Name: DoorDash Order ID: ************************************
Business Response
Date: 01/30/2024
Thank you for bringing this matter to our attention. Any delivery order issues need to be addressed with the delivery company. Please contact DoorDash at ************. Thank you!
Initial Complaint
Date:01/20/2024
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.
on 1/19/24 at 11:15 I was first with no other cars behind me. ordered a #3. paid pulled up. told to pull foward into the crosswalk not to a marked parking spot. 5 cars received order and left 2 cars sent to waiting part spots. 2 hand deliverys to the parked cars. after 15 minutes I went in demanded refund. after 5 minutes, A white shirt in road vest handed me a bag and s"we are giving you an apple pie" have a great day. this has happened twice before, once in Nov and Dec.
Business Response
Date: 01/25/2024
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:01/19/2024
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.
The date was 1-18-2024 at approx 5:00 pm I paid ***** . Ordered food. This location is always forgetting to give you all the food you order and if you try and call they will not answer or its always busy. I have contacted emailed the company and have not heard anything back
Initial Complaint
Date:01/17/2024
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.
Missing item from a drive-thru order. I was told over the phone to drive back to process a refund. I can't drive back. I don't know why a business doesn't deliver an item and gets to keep money from customers.
Business Response
Date: 01/23/2024
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:01/16/2024
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.
Bringing this to Corporate Headquarters because of a computer generated memo from customer care. I order breakfast on ********************** app on 01/12/2024 at 10:09 am and paid for it and had to go to cvs to pick up a pharmacy and then went to Mcdonalds for curbside parking which is about 2 minutes away and went to put 4 in spot, and it disappear from the app, went inside to find out what happen and they said since i arrived after 10:30am it cancel my order and i would have to reorder but it was lunch, and noticed there was breakfast delivery item ready to go. So why was my order which should have been made already and be able to pickup, and there was no remorse or even a slight discount, and was totally disrespected and told them to cancel my order, this was a former Casper restaurant and now belongs to Corporate and was very disappointed that i couldnt get my big breakfast to take home and enjoy
Business Response
Date: 01/15/2024
We do not own stores located in *******. We only own stores in ****, *************, and ************.
You would need to go to that store directly and have the Manager on duty help you or get the phone number from them for their office location.
Business Response
Date: 01/23/2024
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: 01/24/2024

Complaint: 21138551

I am rejecting this response because: it clearly shows the address on the letter i sent them regarding this and the restaurant is located at *************************************************;
i also receive my refund and basically want them to honor the mobile app if i order breakfast at 10:09 am and it happens to be after 10:30 i got to the restaurant im still *********** my breakfast no matter what

Sincerely,

***********************
Business Response
Date: 01/25/2024
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!
Customer Answer
Date: 01/25/2024

Complaint: 21138551

I am rejecting this response because: due to the fact this is a Corporate store and not a franchise store anymore and it involves the corporate app
Corporate needs to inform all stores that if someone orders breakfast before 10:30AM on the app then they should still receive their breakfast even if its past 10:30AM when they get there. This is the only response i want to resolve this, a guarantee that i will still get breakfast using app
Sincerely,

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

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