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:03/15/2025
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 attempted to use my McDonald's app to buy food Febraury 4, 2025. Despite having clear 5G, the newest version of the app, and no issues with any other usage of my phone, their app crashed which made the deals I was using now invalid as the app thought I had already used them. The drive through could be no help as the deals must be active at payment, which I understand. The only reason I was going to get breakfast here was to use this deal. I reach out to customer service to get my entire $17 order refunded to me as this is not the first time their faulty app offered a deal but by the time I get to the restaurant it crashes and doesn't allow me to use it. I get a response on 2/5 asking me to uninstall my app and try again. Not helpful to what I requested, but sure. I respond, but too late for their liking so the case was closed. I reopen a case on 2/13 and request help again. They respond asking me all about my app version, WIFI, Etc. I give them all the information requested. On 2/14 they said they need their digital team to be brought in. Again, how is that helping my issue? Sure figure out what's wrong with you app, but not on my time. 2/17 they request repeat information of what they already have. 2/20 they respond they need to pass my request to digital team again. I thought this was already done? 2/21 they try to explain why points don't always work, which was not even close to the issue. 2/22 they need to pass my request to the digital team, again. 2/23 digital team again. 2/25 asking the same questions I've already responded to. 2/26 points enail again, still not the issue. Even though I responded same day, McDonald's chat team decided to close out this issue on their own because when I followed up on 3/5 it said it was closed. I offered one last chance for them on 3/12 to have a manager call me before I reached out to BBB, and stated this so when I contacted them. They offered a free beverage in response. I advised them I requested $17 check or a manager.
Business Response
Date: 03/19/2025
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.Customer Answer
Date: 03/20/2025
Complaint: 23060874
I am rejecting this response because:I was advised several times that this was forwarded to this department (As I notated in my original complaint) and was never contacted by them. I still expect my refund.
Sincerely,
***** ****Business Response
Date: 04/04/2025
Our **************** team has addressed your issue directly. Thank you,Customer Answer
Date: 04/07/2025
Complaint: 23060874
I am rejecting this response because:The issue has still not been rectified. I have never been called, as I have requested numerous times. And as of March 30th McDonald's has closed out their own chain of email communication due to lack of timely response on their part. I responded within hours of their message. They neglected to respond within their own 72 hour time limit. Why does this company expect an answer from the customer within 72 hours but cannot meet their own requirements? I am still awaiting proper compensation and fully believe compensation should be doubled due to the irresponsibility of this poorly managed company.
Sincerely,
***** ****Business Response
Date: 04/14/2025
This issue was resolved through the **************** department. Thank youCustomer Answer
Date: 04/15/2025
Complaint: 23060874
I am rejecting this response because:NOTHING HAS STILL BEEN RESOLVED. They keep allowing the response window to time out. I respond within their allotted time limit (72 hours) and then they take a week or more to respond, if at all. I am STILL requesting a call. Or even them to make good on the offer they provided!
Sincerely,
***** ****Initial Complaint
Date:03/12/2025
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.
I stopped at drive thru on 2/28/2025 around midnight and ordered the 2 cheeseburger special @ $7.65 and the window attendant gave me 3.35 change from a 20$ bill and no reciept. When i brought this to the attention of the employ that brought the food she was very rude asking me to pull forward and wait so she could count register after a long wait she came out and refused to give reciept and the 10$ owed me saying there wasnt a 20 in the drawer and her sister wasnt a thief. Which i replied that she was a thief and she was a liar. Mcdonalds should pull tape on this and look for a black ****** 4x4 and all of the transaction as i know how much money i gave them and what i recieved back. This is a very serious problem with this mcdonalds. Thank youBusiness Response
Date: 03/04/2025
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: 03/04/2025
***************************************Business Response
Date: 03/19/2025
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!Initial Complaint
Date:03/11/2025
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 received no warning from the app that those 1995 points (see screenshot) were expiring! ****** sources said the expiration date was 12 months not 6 months! Come on, man! Give me back those points!Business Response
Date: 03/12/2025
Unfortunately we are not able to reinstate expired points for MyMcDonald's Rewards. As a reminder, points expire on the first (1st) day of the month after the sixth (6th) month from the date such points were earned. You can access MyMcDonald's Rewards Terms and Conditions by visiting the MyMcDonalds Rewards Terms and Conditions section found on our website.Customer Answer
Date: 03/12/2025
Complaint: 23042944
I am rejecting this response because:
That doesn't solve me issue. You pride yourself on customer service and now you are showing you true colors! You don't even sign your name at the end of your message because you're a coward!
Sincerely,
****** *******Initial Complaint
Date:02/27/2025
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 didnt receive nothing I ordered and McDonalds is not helping to try to do a redelivery or a refund Transaction date 2/27/2025 Order number KA687656 I just want a refundBusiness Response
Date: 03/04/2025
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: 03/05/2025
Complaint: 22998914
I am rejecting this response because:
I have contacted McDonald support by doordash and they refuse to do anything. They are not refunding me or setting up for a redelivery since I didnt get what I paid for.
Sincerely,
De DeBusiness Response
Date: 03/06/2025
Were sorry about your experience. Any issues with your delivery would need to be resolved through ********.Customer Answer
Date: 03/14/2025
Complaint: 22998914
I am rejecting this response because: doordash refuses to give a refund but the order was placed on McDonalds app
Sincerely,
De DeInitial Complaint
Date:02/19/2025
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 am writing to complain about McDonalds large coffee cups and the lids. These cups leak coffee and have been now for almost 8 months. I have contacted the local restaurant and complained to the manager. He understands but is limited on what hes able to do because its corporate who provides the product. I have contacted the customer service email and the response was I should considered using a straw.This is a quality control issues and the product is faulty. This happens in every single large cup of coffee I get from the ****** McDonalds. It also happens as I travel and purchase large coffees around the state. I do not notice it happening in a medium size or small size it just the large. I have spilled had hot coffee leak on me more times that I can count over the last 8 months staining my clothes on the way to work or church and also burning me.This is unexceptable and whats more acceptable the company has nothing to say about it accept they are sorry and use a straw.Something needs to be done about the quality of the cup and lid and it needs to be replaced. At this point every cup of coffee I get I have to wrap a napkin around to to catch the leaking coffee. Please ask them to take this matter seriously. Someone is at risk for injury and its ridiculous to have to have coffee stain your clothes in the way to a business or churchCustomer Answer
Date: 02/10/2025
The location of the McDonalds in question is the ****** Indiana Business.
although there have been other McDonalds this has happened at including ********* ******* , ******* *******, *********** *******. It is a corporate problem. Because all McDonalds use the same cups.
please let me know is if you have further questions.
****Customer Answer
Date: 02/20/2025
I am writing to clarify for you that the address of the corporate McDonalds is *************************************************************
I have already contacted the US customer care through email and filed a case that case number is ********. they have been contacted and received multiple emails prior to ever contacting the Better Business Bureau because I was unable to solve the problem with them personally. their answer to me was I needed to use a straw to drink my coffee. if you read my complaint, that is all included. I am personally asking you if you went to a restaurant and you ordered a cup of coffee and it happened to you every single time you got a cup of coffee at that restaurant and it spilled on you and stain your clothes and burnt you with your solution be to tell the customer to use a straw, especially for coffee. As Ive explained this isnt unacceptable answer to me. This is a quality control issue and it needs to be addressed by the corporation because the products they are using are failing again thank you for your time and let me know if theres anything else that you need ****.Business Response
Date: 02/20/2025
I'm sorry you were disappointed recently with the quality of our packaging. With every customer, we're committed to serving quality products. I have shared your comments with our ***************** team, who works closely with our suppliers to ensure all of our products meet our quality standards.Thank youCustomer Answer
Date: 02/21/2025
Complaint: 22915499
I am rejecting this response because: this is not sufficient.i request a follow up. Someone needs to visit the ****** business and sit down and use the large cups/lids while drinking a cup of hot coffee and see the results. The cups need to be replaced with cups that are not faulty.
simply reporting it is. Ot sufficient
Sincerely,
**** ******Business Response
Date: 02/26/2025
Thank you, this with be reviewed internally. Your feedback is appreciated.Customer Answer
Date: 02/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:02/17/2025
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 was charged for an order I DID NOT RECEIVE!!!! The delivery guy lied and claimed he delivered it. He did not. He literally kept riding around the neighborhood claiming that he couldn't find the address. I even stood outside waiting for him in the cold!!! at one point the app said he was almost here but then he didn't show up!!! I will be complaining about **** Eats in another report. I will NEVER use them again. I usually use doordash, but McDonalds app assigned me to an ****. I'm so angry right now. I have jury duty and now I have to sit hungry all morning. Thanks a lot. But anyway I WANT MY MONEY BACK!!!Customer Answer
Date: 02/18/2025
the McDonalds store is *************************************; phone ************. I ordered on the MCDONALDS mobile app. They had an Uber Driver pick up my food who was supposed to bring it to me. The delivery guy NEVER dropped it off. I went back and forth with him on the phone and on the text. He still didn't bring it. Instead he accused me of giving the wrong address. The correct address is on there. I even told him the address over and over. It was just insane. I could see on the app map that at one point he was just down the block. I stood OUTSIDE IN THE FREEZING COLD, telling him on the phone to just come down the street! He instead went in the opposite direction 3 blocks away! I had jury duty that morning, didn't have time to wait any longer. I TOLD HIM TO CANCEL THE ORDER! Instead, I couldn't believe it, the app popped up with a notification saying my food was delivered!!! NO IT WASN'T!!! I want my money back. I'll never use the mobile app again. It was a nightmare. But I do want my money back.
Oh, and McDonalds just emailed me telling me my case is closed as far as they are concerned. UNBELIEVABLE. They claim I didn't "respond". I have no idea what they are talking about. But anyway, I have to work all weekend, I also have school. I'm not sitting by my email every second, so if they did send an email, they could have given me a few days to see it and respond.
Business Response
Date: 02/18/2025
Were sorry we could not get you your order. To report and resolve any issues, please contact the delivery company. Please reach out to **** Eats at **************.Customer Answer
Date: 02/19/2025
Complaint: 22940943
I am rejecting this response because: see now they're just blowing me off no this isn't going to be the answer I'm not they need to refund me That's what they need to do I didn't get my order just put the refund in let me know whether or not you refunded me they need to put that in writing through your organization because I do not trust these people this is why I had to go through you they make it too difficult to do anything and I wasn't going to walk over to that store to say anything because quite frankly I'd be better off just talking to a wall I mean that's look just tell him they need to refund me because I never got my order and this is ridiculous now you see why I go through you through the better Business bureau I don't know what's going on nowadays but I swear to God professionalism just is not there anymore it's just today's culture it's all gone no sense of decency whatsoever what kind of response is that oh and by the way I'm not going to apologize for no punctuation or anything I'm using my voice command at my keypad doesn't work properly so but still nonetheless you get my point I want a refund All you have to do is just say look we're really sorry about that and put in my refund Don't worry about **** I am dealing with them as well so I don't even understand this response I mean they're just trying to pass the **** this is bull
Sincerely,
******* ********Business Response
Date: 02/20/2025
To report and resolve any issues, please contact the delivery company. Please reach out to **** Eats at **************.Initial Complaint
Date:02/16/2025
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.
Im making a complaint because legally people are supposed to have their W2 by now. Its the middle of February and no one from this company has received their W2. Its not about the money its the fact that when asked in January they said they will be mailed out by January 31st. And now its February 16th and no one has received anything from this particular McDonalds company. The company already dont treat their employees fair and now they want to delay their W2. Its not right and its not fair and its also illegal. If something is not done I will be taking it to the next level.Business Response
Date: 02/18/2025
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 provide the location for this matter? Thank you.Customer Answer
Date: 02/18/2025
Complaint: 22948267
Its was the McDonalds on north ****** in *******************. FYI Im not rejecting the response but this was the only I could respond back to you.
Sincerely,
****** ******Business Response
Date: 02/19/2025
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!Initial Complaint
Date:02/15/2025
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.
On feb 8 I placed an order through this companies app. For some reason their system is always down so the order did not go through. Even though the order did not go through the points I used for 1 of the items was taken off my acct and never placed back. Ive asked for help several different times from customer service and the management at this location. Both are refusing to compensate me. At the end of the day if Im accumulating points from purchases either my points need to be returned or I need to given what I used the points for. SIMPLE.Business Response
Date: 02/17/2025
Thank you letting us know about your issue. The points will be returned as a deal for the item that was initially redeemed in you App.Initial Complaint
Date:02/11/2025
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 placed a mobile order on 2/2/25 with Check-In# PJ85-6215133. After submitting I looked to see if I could cancel the Happy Meal with the slushier. I didn't see a way to. I asked the lady who requested my 4 digit app # and was told they couldn't take it off that I would have to contact McDonald's ************* with it having been an app. My order hadn't even been started yet until the code was provided. I reached out to ************* same day- Case # ******** explaining situation and requesting a refund. Response emailed to me on 2/3 asking for additional info and that I sent it same day. On 2/4 I received an email saying the restaurant would have to help and would reach out to me and told to allow 4 days. Today is 2/11 and it's been a little over 4 days since being told 4 days and nothing. I reached out to ************* today and received an email stating case closed. I'm wanting a refund for the happy meal with the slushie and this is all ridiculous. I told the ************* person that I got no help at the restaurant and then now no help from them at all.Business Response
Date: 02/13/2025
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!Initial Complaint
Date:02/11/2025
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 am missing ********************************************************************************************** the store behalfBusiness Response
Date: 02/12/2025
Thank you for bringing this to our attention. I have added 1500 points to your account as a one time courtesy. Thank you
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