Complaints

This profile includes complaints for McDonald's USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  McDonald's USA, LLC

  110 North Carpenter Street One McDonald's Plaza Chicago, IL 60607

  
• 

  McDonald's USA, LLC

  1704 Plainfid Rd. Joliet, IL 60435

  
• 

  McDonald's USA, LLC

  125 S. Randall Rd. Bartlett, IL 60103

  
• 

  McDonald's USA, LLC

  McDonalds Plaza Hinsdale, IL 60521

  
• 

  McDonald's USA, LLC

  1700 Orrington Ave. Evanston, IL 60201-3828

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a complaint with BBB on McDonald's earlier this year (Complaint ID#: *********. Due to personal issues, I have not been able to follow up until now. The major complaint was that when using the mobile app I ordered food that was not delivered but I was charged for. I am asking for a refund of the money that I was charged. It has been over a year, and McDonald's keeps telling me, "It's an app issue. Let us look into it and we will get back to you."I just had another app issue today where it processed my order but would not allow me to pay with the app (which is supposed to be the purpose of the app) and no one could help figure out why. If their app is such a big issue, then it needs to be shut down and fixed. In the meantime, I would just like my money back please.

  

  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.

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18481595
  
  I am rejecting this response because: I have been complaining about this business and the problems that I am experiencing for over a year now.  I would like a resolution to the problem so that I can check one thing off my massive "To-Do" list. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/23/2023

  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: 01/28/2023

   
  Complaint: 18481595
  
  I am rejecting this response because:this is the same response that I have received the last three times that I have complained directly to the company.  I have yet to receive a response from the party responsible for the app.
  
  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:11/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered and paid for my food on November 26th using the app. Waited at curbside for over 20 minutes with no food. Went inside and there were no workers to be found anywhere near the front, and a long line of customers standing around. Since my 3 year old was crying we left and had to go to a different McDonalds. Requested a refund through the app for the first purchase and received a generic apology with no refund. Terrible customer service.

  

  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:11/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the McDonalds app, there are options to select coupons for various items that they sell. I picked a coupon for a $1 breakfast sandwich, got to the drive through and presented the code. **** told me it was for points only and would not honor the coupon, despite showing it to them. In this day and age of technology, if the restaurant refuses to honor a coupon or doesn't participate, the coupon should not show up to be selected in the app. This is a great frustration/anger/inconvenience to me as a customer as the deal brings me to choose their business over others, then am told that they will not honor the coupon.

  Customer Answer

  Date: 11/28/2022

  The address is:

  148 **************, ******, ** 03833

  

  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:11/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order on MCdonalds app for almost 40$ employee came out said they werent serving breakfast & to cancel order. There was no way to cancel The order in the app& they took my money! *** called numerous times, went to the store etc. the General manager has been on NUMEROUS VACATIONS & repeatedly in the hospital & simply just not available every time I call or show up. This occurred Sept 29th!! This should have been corrected IMMEDIATELY! A low level employee has been so rude& disrespectful every time Ive called to speak to someone to refund my money! I shouldnt have to go thru this or be humiliated to get my hard earned money returned to me! Its been 2 months! Im a single mother with young ************* income is my only income! I need my money back! Can you please help?

  

  Business Response

  Date: 11/28/2022

  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:11/20/2022

  Type:Customer Service Issues
  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 18th i ordered delivery through the mcdonald's app. upon receiving the order i noticed that the food was completely cold, not even lukewarm and that the frappe i requested no whip on had come with whip. i contacted the customer service link in the app to report the issue. On November 20th i received an email from customer care stating they can't do anything about the issue and that i need to contact the delivery support. what i don't understand is why do i need to contact delivery if the complaint is solely about the food from mcdonalds. that should be something mcdonald's takes care of. now im to the point of filing a chargeback for the order because this is absolutely ridiculous.

  

  Business Response

  Date: 11/28/2022

  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: 12/01/2022

   
  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.
  

  McDelivery support processed a refund on November 28th 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/18/2022

  Type:Product Issues
  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.

  Ordered food online and have food allergy. I received food and covered in food allergen. Waited in queue about ********************************************************** that long queue.Store **** 05Nov22 **** *** $4.70 Really sad when I have to use property appraiser website and BBB to correct problem. Last time McDs customer service took info but store didn't respond until it was escalated.

• Initial Complaint

  Date:11/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was in greenvile with my family and we stopped to eat at mcdonalds we had problems with the kiosk and took a few min to order. well i ordered my food and paid. while i was waiting on my food to get ready a lady who had ordered for her kids a couple of burgers that was only bun and ketchup. well i was waiting there for over thirty minutes other peaple is getting served but **** went to ask what was taking so long and they never even tried to cook r fix my order. well i tried to get my money back. i used my card so they said it would go back on my car in 5 to 7 buisness days. well its been 10 buisness days since that has happened. i tried to call and they told me to come up there and get my money. well i finally got a ride to another town thats a 45 minute drive on the hwy. well they refused to pay me back what bis owed. i can prove from my bank account that they never paid me and they called me a lier and strted trouble with me so i got upset and left. i need help getting my money back and some sort of punnishment gor stealing peaples ,money.

  

  Business Response

  Date: 11/28/2022

  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:11/17/2022

  Type:Product Issues
  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.

  Placed an order through McDonalds mobile app on 10/31. My order was mistakenly sent to store H96 in ********* **. I spoke with the manager on duty who promised a refund. I have since called the store a second time and filled out a complaint with McDonalds corporate. Still no refund over 2 weeks later. No correspondence from store H96 at all. Very disappointed.

  

  Business Response

  Date: 11/28/2022

  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: 12/01/2022

   
  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:11/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see screen shots for reference. Everyone has been telling me about free fries friday, if you spend one dollar on a purchase. Today on my mcdonalds app I clicked the use free friday fries deal, and purchased a 10 piece nuggets, and was unable to get the worker to understand the deal. It clearly says on the app spend one dollar and use the ***** app, and you get a free medium fries. The lady I spoke with was very rude and fast to brush me off, making me pay for a large fries separately with a longer wait to eat the food then cold. She was very hard to understand/broken English. There is a second manager that always works there that is amazing, but wasn't there today, 10.28.2022. If I come in sweaty, the second manager will actually ask me if i want a water, which is why this was so confusing from the new manager. The regular manager is the reason I eat at this McDonalds near my job 6 days a week! I only new the lady brushing me off was a manager because i was going to ask for the manager to see why I could not get the deal, and read on her name tag, manager. So am asking here... Is this false or does someone get a free medium fries when they spend a dollar at McDonalds on food on Fridays. The app clearly states my McDonalds is a participating vender with the add right on top as seen in the screen shot. I clicked use deal, it asked what i wanted so picked nuggets with the fries, paid, and when i went to collect the food it was a nightmare and very embarrassing. I work way to hard for cold McDonalds lunch, why would anyone repeat this. Please help/explain and thank you for your time and concern.

  

  Business Response

  Date: 11/28/2022

  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:11/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Basic information: Tuesday October 24, 2022 at the McDonalds in Oakland, ************, near ****************************. Address: *****************************************************. Money spent **** USD. The complaint goes as follows: I made an order (****) of a ******* with nuggets. After waiting a long sum of time, another mobile order person came up complaining that they got the wrong item. The wrong item they had was my ******* mobile order, I could tell from the number on the box ****. The person with my ******* said they took the item out of the bag opened it and then noticed it was the wrong item. The person working took the order then after another length of time, put the same exact ******* numbered **** in my bag with my nuggets, and the bag with the ******* was served to me. To re-iterate the *******, that left the kitchen and was handled by another consumer for an unidentified length of time was returned to the kitchen and reserved to me. I believe this is in direct violation of ************ code: 55 **. Code ********, and US *** Code 3-306.14.

  

  Business Response

  Date: 11/28/2022

  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!