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: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.
Tried to use their Contact Us form multiple times and only got same response:On Wednesday, December 21, 2022, 08:18:12 AM MST, McDonalds ************* <*******************************************************************> wrote:Hi *****,Thank you for taking the time to contact McDonalds *************. Customer feedback is incredibly important to us, we will be sure to share with the appropriate stakeholders.To gain access to purchase exclusive merchandise, you must opt in to MyMcDonalds Rewards and make a $1 minimum purchase via Mobile *********** in the McDonalds App on one of the following dates: Wednesday, December 7, 2022, or Wednesday, December 14, 2022. Each Merchandise offer is available for 7 days after the qualifying purchase OR while supplies last.After making a qualifying purchase on any merchandise day, go to the McDonalds App home screen and tap on: Order your merch. Follow the on-screen directions-you may have to enter a password to access the online merch site. You will only have access to the merchandise tile for 7 days from your qualifying purchase while supplies last.We hope to have the opportunity of serving you again soon under the Golden Arches.Sincerely, ******** McDonalds ************* I Replied: ********************* ************* Wed, Dec 21 at 6:55 PM That is the whole point!!!Purchase WAS made for more than $1 on DEC 14th AND NO "Order Your merch" appeared in App Checked everyday Purchase DAY: Dec 14th DEC 15, 16, 17, 18, 19, 20, and today your email 21st NO "Order Your merch" appeared in app although we DID what was required.APP did NOT give us to buy merchandise.Wanted to buy Hamburglar Beanie Hat We did the obligation of downloading app, making purchase for more than $1 on DEC 14th why can we not buy the hat???You did not help.They responded:McDonalds ************* Wed, Dec 21 at 10:18 PM Hi *****,Thank you for taking the time to contact McDonalds *************. Customer feedback is incredibly important to us, we will be sure to share with the appropriate stakeholders.To gain access to purchase exclusive merchandise, you must opt in to MyMcDonalds Rewards and make a $1 minimum purchase via Mobile *********** in the McDonalds App on one of the following dates: Wednesday, December 7, 2022, or Wednesday, December 14, 2022. Each Merchandise offer is available for 7 days after the qualifying purchase OR while supplies last.After making a qualifying purchase on any merchandise day, go to the McDonalds App home screen and tap on: Order your merch. Follow the on-screen directions-you may have to enter a password to access the online merch site. You will only have access to the merchandise tile for 7 days from your qualifying purchase while supplies last.We hope to have the opportunity of serving you again soon under the Golden Arches.Sincerely,****** McDonalds *************
Business 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: 01/14/2023
Complaint: 18626246
I am rejecting this response because: they stated: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.
I have waited the full time BBB gave me to respond and received NOTHING from the business. I don't think they truly want to resolve the issue or care about the customer.
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: 02/02/2023
Complaint: 18626246
I am rejecting this response because: although waiting again - still have gotten NO RESPONSE. How long must this go on? They clearly do NOT CARE.So - what does the BBB do if the company refuses to respond in a timely fashion? What help can you provide?
Sincerely,
******************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:12/20/2022
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 Wednesday 12/14/22 through the McDonalds app I ordered two chicken deluxe sandwiches (Order **** at ************************************* Store), one spicy and one regular. I received two regulars, one was not spicy, and neither included tomatoes. I paid more to upgrade to deluxe but didn't get the correct items. I reported this issue on 12/14/22 through the *** But still 7 days later Haven't heard back. Can I please get a refund or credit/gift card for **** (**** for the Burgers/.46 for tax) due to this issue? Please let me know as I don't think it's fair to be charged full price but not get the correct order. thanks for your timeBusiness 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:12/18/2022
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.
Today, on 12/18/2022, at 8:08 PM, I placed a mobile app order for a large spicy chicken meal through the mobile app. I used a 20% off deal, which allowed me to save $1.82. I went to the ***************************************** location. They made me wait in the drive thru line for 10 minutes, and as I waited another 5 minutes at the window, the night shift supervisor (a middle-aged woman, I don't know her name) told me that I owed $1.92. I respectfully said "here's my Apple Card payment it charged me" and showed her the payment that went through (see screenshots). She then closed the window and I overheard her say into her headset that "it shows he [me] paid $**** but that he owes $1.82." Then, she opened the window and aggressively told me "well, there's nothing I can do because on my end it says you didn't pay at all." I told her "I overheard you just say I paid for my food" and I showed her the mobile app receipt for my order which showed ****, to which I said "you can see it matches." Then she said "you had a 20% off deal and owe $1.82" despite me showing her my payment and the fact that it doesn't make sense I'd owe an amount that I'm saving, and refused to give me my food. When I asked for a receipt, she became more hostile, raised her voice, and said "it doesn't work like that. You need to go through the app and check your e-mail. You can come back in the morning." When I told her "I can't come back, I have a job," she said rudely, "well, I do too!" I had to drive off without the food I paid for, without a refund, and without a receipt, after being so disrespected, because I have never experienced anything like this in my life over nothing. I ended up going to a different location, placed the same exact order with the same deal, and got my food from that location with no problems along with a receipt. Those screenshots are attached here too (see the timestamps. The second order is the most recent). Whoever that employee is does not deserve to interact with customers.Business 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.Initial Complaint
Date:12/18/2022
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.
Trying to reach a customer service representative over the phone is terrible. I was on the call for an hour, and no one picked up. I have an inquiry regarding my Mcdelivery order that I had placed on December 18, 2022. Order number is 41f25 . I had ordered a 10 piece McNugget with large fries, but that was not what I had received. Instead of receiving my correct order, I had received two cheeseburgers. I tried calling the store numerous times, but no one would pick up. The one time the phone call was answered I was told the manager wasnt around, so nobody was able to properly assist me. I want a refund for this order.Customer Answer
Date: 12/21/2022
Clarification has been sent.Initial Complaint
Date:12/13/2022
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.
I placed an order on the McDonalds app on December 4th at 10:52 AM. I waited in line for about ************************************************** the wrong order. I asked the manager to cancel and she refused to assist me saying it needed to be canceled on the app. There is no space in the app to cancel an order. I reached out to McDonalds contact email and they said someone would be calling me. It has been a week and no one has called. I would just like a refund to my account since I never received my food.Business Response
Date: 01/03/2023
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:12/11/2022
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 placed an order for 20 Mcdonald's Gift cards on Friday December 2,2022 at 1:46 p.m. but the thing was is that the transaction went through but cards were still in the cart. The site said it was and error and to place my order again. But my AAA ************** alerted me of the payment. I have contacted customer service by phone and email. No resolve! I don't have time for the run around. I even tried on that day to cancel the transaction by my credit card company, but they said because Mcdonalds has already accepted payment I couldn't. McDonalds did send me an email saying I need a receipt. I sent them a screen shot of the transaction alert I got from the credit card company. The cards are for my sons class so of course I'm going to have to go to Mcdonalds and get ************************************************************************************************************ hospice. I was trying to make things easier by going online. Now we are out of $212.95 for 20 ARCH gift cards. Here's the email sent to me today:Hi ****,Thank you for taking the time to contact McDonald's regarding your lost Arch Card.Because the Arch Card is just like cash, we require an activation receipt as proof of purchase for replacement. If you have your activation receipt, a replacement form can be found on our website at www.mcdonalds.com or you can contact our *********************** at **************, for assistance with replacing your lost Arch Card.Again, thank you for contacting McDonald's. We hope to have the opportunity of serving you again soon under the Golden Arches.Sincerely, *************************** McDonalds *************Business Response
Date: 01/04/2023
Thank you for bringing this matter to our attention.Because this matter involves an online 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: 01/10/2023
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:12/11/2022
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 12/11 I used the McDonald's app. Ordered and picked up curbside. Got home and have missing items. Called the store as instructed by the app. The store said they cannot issue a refund because it was through the app. I sent them a message via their contact. Is there no way to get a refund for items that they did not give us through their current process?I want a refund for my missing items. How can there be no solution for mistakes made by McDonalds employees because an item was purchased through their app? I did not receive two hashbrowns.Business Response
Date: 01/03/2023
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:12/07/2022
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.
The holiday promo is a scam. A actual scam. I will be calling the *** and FTC I was scammed. Bought what was required and no merch was giving in returnBusiness Response
Date: 01/03/2023
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:12/07/2022
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.
I was one of the MyMcdonalds Fan Contest winners and not receiving my points. I was to receive 1 Million Points spread over 2 years on my app. I received the 1st 250K, then 6 months later I received the 2nd 250K, the third deposit was to be in November. It never came.Business Response
Date: 01/03/2023
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:12/05/2022
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.
I ordered thru the McDonald's app on 11/26 & when I got there, they charged me but didn't have my food. I requested a refund and the manager told me to contact McDonald's corporate. I call them and the rep leads me to this website ( **************************************************************************************************************** ) and said the store supposed to issue my refund. I'm still at the store so I let the lady and the manager talk and they start arguing over who gone refund me. The lady says he clearly isn't mobile app trained (which I believe because normally unavailable items are made unable to order in the app) so she creates case # ******** for the franchisee to refund me. Today is 12/2 and I've yet to be refunded. Ive contacted the regional office and several more cases have been created but still no refund or resolution. I can't contest the payment because I used Apple Pay. They didn't have my ********** have my money & wont give it back. I'm contacting a lawyerBusiness Response
Date: 01/03/2023
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
Complaint: 18523437
I am rejecting this response because:this is an example of how they inconvenienced me. McDonalds too big of a company for the left hand to not know what the right is doing.
Sincerely,
*******************Business Response
Date: 01/23/2023
We apologize for the delay. We have forwarded this matter to 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: 01/28/2023
Complaint: 18523437
I am rejecting this response because:they never reached out
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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