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:01/06/2023
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 food through McDonald's app on Jan 5th, 2023 around 11:30am. I ordered a food and I received the wrong order and employees were very rude and texting on phone and not very attentive and not wanting to help or fix issue. I would like my money back for this order. I would like to speak to someone in corporate office about the experience and wrong order I was given and they cannot fix at all. I would like to communicate by email.
Business Response
Date: 01/24/2023
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:01/04/2023
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.
Since October 6th 2022 I have been requesting a full refund for this Store whom is one of McDonalds Franchise. Their poor Quality~Service as overcharge on food we have ordered in other States at lower charge and better quality. Ive notice here in Albany they are over charging if they are close to Hospitals or if you have points with them ( as my son had) and recently purchased at another location, they will slso short you if your items.In my Case I have even emailed the **** attachments will be added. My bank had bedn involved since October as well. And all I keep getting my first their Hotline now Mobile Hotline is they will escalate too Store Manager or Regional. Same BS every time. They also open different case numbers every time I call. They are a disgrace. We have never encountered such unethical behavior as poor quality of food that could have caused us Food Poisoning. We had just relocated back to NY from another State. My son had to go too his old *** and I do not drive. So I told him use my card and get some McDonalds . The food should have bern Hot. It was cold~ Fish Sandwich burnt, both~ Fries small instead of Medium. Every other State as County away from Albany charges same price. They charged double for a lousy meal. And here is 2023 and still no refund. Never ever bothered calling, as Cell phones do not lie. Nor further care too. I want my full refund of $51.33. Stop with the unethical disrespectful Shenanigans. McDonalds as all Restaurants that once took Pride . Have gone downhill in every State with these Franchises. Take your Restaurants back.Initial Complaint
Date:01/03/2023
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 there menu they have buy one get one for a $1. I ordered 4 ********* so 2 should be full price and the other 2 should be $1 a sandwich. The cashier said she couldn't get the deal to work, said pull up to the 1st window to speak to the supervisor. She told me they don't have that deal anymore, I said it's still on the menu, and she has to honor the price they are advertising, she said no she doesn't I can pay full price or cancel my order, so I cancelled drove back through and took a picture of the menu. This happened today at 10pm 01/01/2023.Business Response
Date: 01/18/2023
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:01/02/2023
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 happened on Friday December 23rd at the mcdonalds on ***** and ************** in *********** ******** right next to ******** I ordered in the app and then accidentally clicked something that said I picked my order up inside the store so my card was charged $12.95. The inside of the store wasn't opened so I pulled up to drive through window where I was informed the cook had not shown up. I asked for a refund and the one person in the store stated since I didn't order inside the store they couldn't give me a refund. Frustrated and confused I told them I guess I would just sit there until I got my food or a refund. I was told I was Messing up her "numbers" and had to move; when I didn't she called the cops on me, causing me to call the cops on her because at this point $12.95 has been stolen from me. Finally not sure if police would charge me for trespassing I just left and mcdonalds has kept my money even though I have called customer care line and been told they would request a refund for me. Today is January 2nd and they have been holding my money hostage si ce December 23rd which is the date I paid and called for a refund. I have bank statements to prove I paid that money and mcdonalds will have the video evidence and I'm sure that worker would corroborate what I am saying. I have not received a refund. Please release my money from your control and allow me to spend it. I spend hundreds of dollars a month at McDonald's (regrettably) and this is the first time they have downright stolen from me and told me to get off their property or they are calling the police. I am being the bigger person and not having the whole company arrested for theft, you're welcome.Business Response
Date: 01/24/2023
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:12/29/2022
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 McDonalds location is the worst and the experience I had was just too much! I used the McDonald's mobile app and typically go to Rosemount but was shopping in ***** so ordered curbside at that store. When I arrived the drive thru was busy so went to curbside and put in the numbered spot where I parked in the app. The curbside parking spots are DIRECTLY in front of the drive thru. I literally sat there for 20 minutes waiting for my food and nobody came out. They can see me parked there for 20 minutes! After being patient long enough I went to go in and the doors were locked. This was 8pm and no customers were allowed in the store. They all heard and saw me but refused to come to the door. I then had to wait in line at the drive thru to try and get my order. I finally got to the microphone and said I had a mobile order and gave them my code. The kid on the other end was extremely rude and said they can't see mobile orders and I will need to order again. I told him it already charged me and I just want my food. I said I could show him my app and confirmed order and he refused. He was extremely condescending and kept saying "as I said before, you need to place another order. I cannot see mobile orders at night. There was some semi-permanent sign on the drive thru evidently that said at night for an hour or two they cannot accept mobile orders. The problem is that you should not have mobile app capability if they cannot see the orders because customers get charged and then have to deal with the incompetent, rude, and condescending employees. This extremely rude employee needs customer service training and to understand that the customer is not always wrong. Learn to look at the situation and find a solution instead of blaming the customer and tell them they have to order and pay twice. Fix whatever problem prevents you from seeing orders or block mobile ordering. I was charged $14.83 on 11/23 for order #**** at 8:18:21 pm. and I want a refund.Business Response
Date: 01/09/2023
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: 01/12/2023
Complaint: 18542498
I am acknowledging the response but rejecting that it is resolved at this time. I continue to get passed around with no resolution and I filed this quite some time ago. The resolution has not been timely nor have I gotten one yet.
Sincerely,
*****************************Business Response
Date: 01/26/2023
We apologize for the delay in someone getting back to you. We have contacted the app team again on your behalf. The customer should be hearing from them shortly (please allow a couple of days for this). Thank you.Customer Answer
Date: 01/27/2023
Complaint: 18542498
I am rejecting this response because:This is Unbelievable. No sense of urgency. No sense of accountability and no sense of ownership. I work for one of the largest financial institutions in this country and for several years I responded to regulatory complaints including those from the BBB. We would NEVER allow a complaint to age with no follow up or resolution for the customer. Obviously there are far more problems with this organization beyond my issue. Certainly you need to be better organized than this and have some response expectations in place.
*****************************Business Response
Date: 02/24/2023
This claim has been resolved and the customer has been recovered. Please close this matter. Thank you!Initial Complaint
Date:12/28/2022
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 thru the McDonalds App at ************************************** on 12/22/22. Money was withdrawn from my bank account, but order was canceled by the restaurant. They REFUSED to give me my food even after showing proof of the money being taken from my account. Threatening to call the police on me. A fraud claim has been filed thru my bank. I have the receipt showing it was canceled Last Sale #** VOIDED I want my money back $18.04. This is NOT the first time this has happened at this location. Thank YouBusiness Response
Date: 01/09/2023
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: 01/13/2023
Complaint: 18649669
I am rejecting this response because:ALL information was provided to them including the receipt showing THEY canceled the order after receiving payment. Also the threat of calling the police for their error.
Sincerely,
*****************************Business Response
Date: 01/26/2023
We apologize for the delay. However,since this matter involves the app, we have to forward to the app team to respond. We have reached out to them again on your behalf. You should be hearing from them shortly.Customer Answer
Date: 01/27/2023
Complaint: 18649669
I am rejecting this response becauseit does not excuse the way I was treated
By their employees!!!!
anyone else would be fired for how they treated a paid customer
:
Sincerely,
*****************************Initial Complaint
Date:12/28/2022
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 made a purchase with my mobile app from McDonald's and paid for the items (receipt attached) in which I was issued a four digit code to read to pickup my food order. When I spoke with the cashier she mentioned that the order was cancled for not having complete funding. They reviewd my order in the window and said that the discount was not applied to the order which didn't make sense to me.Upon trying to resolve this solution I decided to canclel the order and there was a partial charge on my card and didn't recive the order. Being annoyed with the occorance and trying to figure out what was going on; The local store gave me a receipt and suggested i should keep it should I follow up with them. I was unable to figure out how the charge went through and cancled the order and requested a refund. The store rang the same items from the previous order within the store and adjusted the price according to the promotion.Since I did not receive any points and was upset with the entire outcome of the call I contacted the support number and was refused any assistance as at the time I couldn't locate a receipt that was issued. The lady was unhelpful and having other non-related issues with points and charges in the past I concluded the call. They offered no help and said they wouldn''t help without the info I was annoyed and didn't speak with a surpervisor but am quite aggrivated with this issue and lack of support. I did call up my local bbb brance which suggested that I dispute the charge and file a report and looked at my bank statement which I disputed. The entire transaction was poorly supported. I am dissatisfied with the outcome and would like to speak to somoene that can help within the BBB per my local branches suggestion and would like to file a complaint.Customer Answer
Date: 12/29/2022
See attachmentBusiness Response
Date: 01/04/2023
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: 01/09/2023
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:12/28/2022
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 Dec.18,2022,I purchased a meal from McDonalds totaling $16.00.I specifically asked that my food be hot,the person taking my order assured me it would.After arriving home(less than 1 minute away),I noticed the fries were cold,the bread on the sandwiches was hard.Im disabled and could not get back to the restaurant to return the food.I called McDonalds customer service line and I sent an email to their corporate office.To this date I have not been offered a refund for this order. I could eat the food as I stated to the customer service rep and in my email to their corporate office.Business Response
Date: 01/09/2023
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: 01/16/2023
Complaint: 18649431
I am rejecting this response because:
Sincerely,
******************************* I reject this response.I explained what happened in my complaint.The food was cold and inedible.Im seeking a refund of the money I spent.Business Response
Date: 02/07/2023
Thank you for bringing this matter to our attention. We have forwarded this complaint to be reviewed and investigated at the store level. Someone will be contacting you within the next few days. Thank you!Initial Complaint
Date:12/23/2022
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.
On November 4, I ordered $***** of food from the McDonalds location at ******************************************************* at the drive thru. The service was slow and the food was not edible. I have reached out to the corporate office and spoke with the franchisee but haven't been compensated to date. I have pasted my original comments to McDonalds below. Note to mcdonalds.com follows: I purchased 1 *cNuggets *eal, 2 Smoothies and a *cFlurry. The total cost was *****. It took ten minutes in line to order and then nearly 30 minutes to get to the window to get our food. This restaurant is frequently this slow at night. (Once you pay you are kind of stuck waiting.) It appears that the drinks were prepared immediately after we ordered because they were so melted they were hard to drink and the *cFlurry was soup. I literally could not get the spoon out of the ball of ice cream in the middle because it was surrounded by liquid. (the *cNuggets and fries were cold) In addition, I have NEVER had a *cFlurry from this location that has been mixed. The * and *'s just sit on the top and require a lot of effort to eat past so you don't get only candy your first several bites. The line is bad enough, but if I'm paying **** for a cup of ice cream and **** for a smoothie, I expect them to be edible. I would like to be contacted by a McDonald's employee (preferably from corporate and not the owner) to understand if this is the new normal for McDonald's or if something will be done. I also would like a refund of the ***** I paid for food I couldn't consume.Customer Answer
Date: 01/12/2023
The address of the location was included in my original complaint. I received coupons as compensation from the owner this week. My complaint should now be marked as solved.Initial Complaint
Date:12/22/2022
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 Thursday, December 23, 2022, at 8:39am, under Drive-Thru order #**, I ordered 3 Steak ************ Bagels, and drinks. The food totalled $20.19. I paid and was asked to pull forward to wait, which I had no problem. At 8:56am, 17 minutes later, I went inside and a manger of African decent said "sorry, busy". I asked another manager was that acceptable and she said no, but there was nothing that can be done. I drove home to discover all 3 steak, egg and cheese bagels were sausage, egg and cheese bagels. So I waited 17 minutes for food that was incorrect, and I don't like sausage, so I couldn't eat it. I am asking for a refund in the amount of $20.19, for McDonalds couldn't even get an order correct. I called the Corporate number **************, but they said that the franchise owner doesn't have to respond and to file a complaint in court or with the Better Business Bureau, which I am now.Customer Answer
Date: 12/30/2022
Here's the proof, now send me a refund by CHECK, not a gift card! I have NO intentions of ever patronizing McDonalds ever again!
Again, to be 100% clear, send a CHECK, not a gift card, to the following:
*************************
902 ***************
*******, ** 21014
Again, for the third time, a CHECK, not a gift card -- not interested in a gift card EVER!
Business Response
Date: 01/18/2023
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: 01/20/2023
Complaint: 18627010
I am rejecting this response because: it's been over a month and no contact from the store, or no refund. I am requesting a refund check, not a gift card. Please have them contact me by phone as well. No excuse for such a delay!
Sincerely,
*************************Business Response
Date: 02/07/2023
Thank you for bringing this matter to our attention. We have forwarded this complaint to be reviewed and investigated at the store level. You should be hearing from someone within a few days. Thank you!Customer Answer
Date: 02/09/2023
Complaint: 18627010
I am rejecting this response because: How much longer do you need to investigate. It's been over 2 months!
Sincerely,
*************************Business Response
Date: 02/24/2023
This claim has been resolved and the customer has been recovered. Please close this matter. Thank you!
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