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
- 386 total complaints in the last 3 years.
- 80 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:05/12/2025
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.
Dear Better Business Bureau,I am writing to formally file a complaint against McDonalds regarding the Minecraft-themed toys I purchased in early April. The quality of these toys was unacceptable, as they left paint stains on my hands and were covered in various marks and scratches.On April 11th, I contacted McDonalds headquarters and was assured that I would receive a callback regarding this issue. Unfortunately, the store from which I made the purchase did not follow up with me. When I called back to speak with a representative, I was left on hold for 30 minutes without receiving any assistance. Despite being promised a callback within a week, I did not receive any follow-up communication. I attempted to reach out again, but after a month, I have still not been contacted by any McDonalds representative.I am seeking a resolution to this matter, such as a refund or replacement for the defective toys. The lack of response and customer service from ****************** has been extremely disappointing.Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this issue.
Business Response
Date: 05/16/2025
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: 05/19/2025
Complaint: 23319091
I am rejecting this response because:You already said this was escalated to the store level, and Ive been waiting for three weeks with no responseneither from your store nor from your company. Ive literally been dealing with this for two months because of a toy that costs just $10. Why is it taking so long to get an answer or at least some resolution? I wouldve just bought a new one, but your promotion has already ended. I really dont agree with your decision.
Is this really how your system works and how closely you pay attention to your customers?
Sincerely,
Said *******Business Response
Date: 05/22/2025
I apologize the store has not been able to contact you as of yet. However, ************* has emailed you requesting your mailing address so they can send you some replacement toys. Thank youCustomer Answer
Date: 06/02/2025
Complaint: 23319091
I am rejecting this response because:
Yes, I accept the resolution in general, but I would like to clarify a few important points.
I have already provided my information to the company, and I attached a screenshot showing that they claimed to have sent a replacement item. However, it has been over a week and I have received nothing. There is no tracking information, and after trying to resolve this with them for over two months before contacting the BBB, I no longer trust the company to follow through without oversight.
They ignored my attempts to communicate for a long time, and only responded once the BBB got involved. I respectfully ask that you reopen my complaint and keep it open until I confirm that I have received the replacement and everything is resolved properly.
Thank you for your understanding and support.
Sincerely,
Said *******Initial Complaint
Date:05/10/2025
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 keep attempting to order my standard meal on your app and it is impossible to do so. Nearly every day, I order 2 ************* Patties Ala Carte, a Medium Fry and a ***************** Unfortunately, for the last week or so, I've been unable to order on the app and forced to stand in the restaurant at the counter as I am physically unable to order on the Kiosk as well, due to your App Programmer's horrible excuse for programming. It appears that they have marked the Filet O' **** ***** (in the *** CARTE MENU) as a BREAKFAST ITEM, or UNAVAILABLE 24 Hours a Day. I then have to go to the cash register (which wastes my time and money as well as yours, due to having to utilize your employee that could be doing other things and forcing me to wait and have a horrible experience with someone that doesn't know how to get to the ala carte menu).Business Response
Date: 05/14/2025
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:05/09/2025
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 4 fish and a coffee and i am missing half of my items and doordash with mcdonalds refused my refund multiple times the email on the account is ************************** order date is 4/09 /25 is this absolutely bad customer serviceBusiness Response
Date: 05/14/2025
Were sorry about your order. Please contact DoorDash at ************. DoorDash will ensure McDonalds is made aware of any restaurant issues experienced, but will directly provide support of your ********** order.Customer Answer
Date: 05/15/2025
Complaint: 23310343
I am rejecting this response because: doordash is still refusing a refund
Sincerely,
***** ******Initial Complaint
Date:05/06/2025
Type: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 used my reward points to purchase a cheeseburger at a ********. I ordered to pick up in the McDonalds in the app. The doors were lock at the McDonalds so I could not enter. I went around to the drive through and a worker reported they were not serving food do to a weather warning. I did not get my cheeseburger and did not get my points refunded or the reward placed back on my app. I've spend so much time going is circles with no resolution with McDonalds. I have attached our email correspondence to show me getting the same generic loop of questions and responses. I had to submit 3 tickets before I even got any type of responds. The app customer service is so horrible. This is really a minor thing, but I am sickened by the poor customer care and run around that would have been a simple fix.Customer Answer
Date: 05/09/2025
Hello,
The location the order was placed at was this address:
******************************
*********************************************************************
USHowever, the problem is more with the McDonald's App customer service than the location itself. The app would not allow the order to be canceled and claimed it was filled while the location was not operating due to a weather warning. I just need this corrected in the app so that I can get my points back.
Thank you,
Alyssa
Business Response
Date: 05/14/2025
I apologize for the issues you have had. After reviewing your issue I have added 3000 points to your App account. Thank youCustomer Answer
Date: 05/15/2025
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. I do hope that improvements to the customer service in the future are considered as this has taken much time for something that could have been fixed in one day if the customer services was working properly and actually reading responses. It also could have been fixed day-of in the app functioned better and allowed for order cancelations.
Sincerely,
****** ******* (******)Initial Complaint
Date:05/03/2025
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.
The McDonald's app, maintained by Mowingo, constantly has problems. Yesterday it wouldn't let me checkout without deleting the discount that was put on it legitimately because I spent over $26. This happens a lot and can sometimes be fidgeted with until it works, whilst starving, but that wasn't the case yesterday. The app mishap costing $5.24 = 20% x $26.Business Response
Date: 05/06/2025
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:04/21/2025
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.
Ordered delivery through the McDonalds app. The order did not include 2 Big Macs that were ordered. They do not have a chat service, called to receive a refund and was told I could only receive a partial refund of $3.66. They can see by my account I have never once requested a refund before. A billion dollar company is stealing from their consumers. I did not receive the item and expected a normal refund of the purchase price, the fact they cant even give a full refund of one item is shocking. The order was placed 4/19, under the email *************************** Unable to find any order history or information as the app is incredibly hard to use to get help or find information.Business Response
Date: 04/25/2025
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.
Initial Complaint
Date:04/08/2025
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.
Placed an order through the McDonald's app. Order was eventually canceled by McDonald's Corporation customer service *** upon calling for non completion of order. Got an email confirmation that order was canceled and that a refund would be processed. After over a week refund was not processed. Contacted McDonald's via email and sent about 4 emails going back and forth with them about a refund McDonald's confirmed would be processed. Still have yet to receive a refund for an order they canceled after many communications to them regarding issue.Business Response
Date: 04/14/2025
Thank you, records show the points were added back to your account by the customer service department.Initial Complaint
Date:04/01/2025
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.
This complaint is regarding the McDonald's Rewards App. They offer a procedure to manually enter receipt information should you forget to purchase a meal through your App. Although I have failed to avail myself of this option in the past, I did so minutes after making a purchase on 3/15/2025. My receipt information was accepted and I was to receive the $6.48 credit within 6 days. At 10 days, the points were still not credited, so I followed up. The initial Case #******** was set up on 3/25/25 @ 3:43 PM EST. Multiple emails and attached proofs resulted in an eventual denial via a 3/28/25 email from ****** ***. The basis - a missed visit receipt can only be submitted once every 30 days and my Case was closed. I was clear throughout that I had never tried to manually enter a missed visit previously.Whenever you respond to anything, you receive an automated notice that the email address is unmonitored. Mind you, this is to the email provided by their customer service rep ***** at 2:15 PM on 3/31/25. She did give me a new Case referral #******** at that time and was able to review some screen shots that I had submitted for the prior Case. Her explanation was that the receipt copy submitted with my 2 screenshots was too faint to verify. I told her that ****** *** verified all receipt info and this was not the basis for her denial. She assured me that If I could send a legible copy to ****************************************************************************, it would be revisited.On 3/31/25 @ 3:07 PM EST I called "****" - gave him both Case Numbers. He could see the recent one the ***** had set up, but that didn't contain any complaint information and the first Case was EMPTY. ***** had purged it ? I told "****" that I needed a "live" MONITORED email, as ***** did not. He would not provide this. I told him that I had had it and was going to file a BBB complaint as I suspect that the run around that I had received might be a standard business practice with their Rewards App. He hung up.Business Response
Date: 04/04/2025
**** 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: 04/11/2025
Complaint: 23140330
I am rejecting this response because: It took McDonald's 7 days just to figure out that this matter needed to be forwarded to their outsourced Rewards App vendor. The vendor was to respond in several days - they have not. Their lack of internal communication coordination and their failure to properly resolve this matter was outlined in the complaint. This is more of the same.
Sincerely,
******* *****Business Response
Date: 04/21/2025
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. Thank you.Customer Answer
Date: 04/22/2025
Complaint: 23140330
I am rejecting this response because: Please review McDonald's initial tardy response of 4/7/25 referring this to their outsourced ************** App Vendor - it took them 7 days at that time to make that referral. Now, an additional 16 days later, they repeat their same "boiler plate" response. Corporate clearly has a responsibility to monitor the lack of responsiveness of their vendor. The vendor's lack of action commencing on 3/15/25 was documented in my 3/31/25 complaint. Now McDonald's wants us to believe that their vendor has ignored them for an additional 16 days?? PLEASE....
Sincerely,
******* *****Initial Complaint
Date:03/31/2025
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.
McDonalds Guest Relations Case number is #******** I had won a free burger prize from a Monopoly prize ticket. I registered/added the prize to my account. The prize was set to expire on March 31, 2025. I go to use my prize before the deadline and it has disappeared from my account. I contacted ****************** Guest Relations but they're refusing to reinstate the free burger coupon.This is horrible customer service and not how you treat loyal customers,Business Response
Date: 04/04/2025
Thank you for bringing this matter to our attention. Unfortunately expired points or deals cannot be reissued. Thank youCustomer Answer
Date: 04/07/2025
Complaint: 23138693
I am rejecting this response because:The coupon did NOT expire! It was removed by an app error. Please add a replacement free burger coupon back to my account
Sincerely,
****** ****Business Response
Date: 04/14/2025
For assistance with issues in ****** please visit *************************************************************************************************** Thank youCustomer Answer
Date: 04/16/2025
Complaint: 23138693
I am rejecting this response because:
I already contacted them and gave you the case number. They dont even respond to my messages
Sincerely,
****** ****Initial Complaint
Date:03/29/2025
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 a delivery that never arrived, and they are refusing to give me a refund because the system denies it. Why am I paying for something I didnt get?Business Response
Date: 04/04/2025
Were sorry we could not get you 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 ************.Customer Answer
Date: 04/07/2025
Complaint: 23133406
I am rejecting this response because: I've already done that. That's what I said originally. They said the system was refusing the refund.
Sincerely,
Milesandtalia Blogs & MoreBusiness Response
Date: 04/14/2025
I apologize but all delivery issues need to be addressed by the delivery vendor. Thank youCustomer Answer
Date: 04/15/2025
Complaint: 23133406
I am rejecting this response because: this dont make no sense
Sincerely,
Milesandtalia Blogs & More
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