Business Profile

Restaurants

McDonald's USA, LLC

Complaints

Name: McDonald's USA, LLC
Address: 110 North Carpenter Street One McDonald's Plaza, Chicago, IL, 60607, USA
Telephone: (800) 244-6227

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

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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:11/17/2022
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.
******************************************************************************** This locations system is down every single night. Im not just talking about temporarily not being able to accept electronic payments. They say they cannot process any orders at all. The app still lets you place mobile orders though, which is a huge waste of time for people driving to this location. This needs to be looked into. *** used the ******** website to complain about this but the manager never attempts to contact me.
Customer Answer
Date: 11/18/2022
I literally provided all of this information in my initial complaint. Here it is again.

I could NOT make a purchase because the restaurant was unexpectedly closed (as it does frequently with no notice). This is what my complaint is all about.

The restaurants full address is:
240 **************
*****************, ** 32714
Business Response
Date: 01/03/2023
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!
Initial Complaint
Date:11/10/2022
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.
On 11/9/2022 at 1:30 PM, I ordered lunch via McDonald's Mobile App. At the drive-through window of the store (**** ************, ****, ** *****), the worker confirmed my name and Mobile Code for that order (JH98), but the food I got at the second window was the wrong items. I let them know the mistake and returned the food. They then check their system and told me they could not find my order anymore and they can't refund me or give me the same food item I ordered. I believe this is not intentional of the workers, but the McDonald's order system is in effect conducting fraud, by advertising to sell merchandise, collecting money for it, and then failing to deliver and refusing a return of funds. I called the local store and McDonald's customer service. Both said they can not refund my money. They said they would investigate and I never got calls after that. This has happened to me at least three times in the last 12 months, all through McDonald's mobile app, making me think it is a widespread, often occurring, systematic practice to fraud customers.
Business Response
Date: 11/21/2022
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:11/09/2022
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.
McDonalds Completed Survey Number: 816 **** Wednesday 11/09/2022 10:24 a.m. we are not meat eaters ie: chicken, pork, beef or turkey we do eat fish. The Manager-****** would not acknowledge us a customers she refused to give the money back per ****** it is the policy of McDonald's NOT to refund a customers money she would make him another sandwich but she would not give any money back my husband has diarrheic from consuming the pork on the sandwich. My husband is still having to deal with diarrhea No he did not check the order he trusted the "Manager" would complete the order as requested. ****** refused to speak with us call us "Less Than" is the bran image of McDonald's? ****** made a statement we are second class citizens. Is this the practices of the Brand of McDonalds? Why is she (******) still employed where she is clearly not happy? ****** stated she does not understand English she is not documented We are stock holders We are requesting a refund of the entire order: ************************* $22.07
Customer Answer
Date: 11/16/2022
McDonalds Completed Survey Number: 816 **** Wednesday 11/09/2022 10:24 a.m. we are not meat eaters ie: chicken, pork, beef or turkey we do eat fish. The Manager-****** would not acknowledge us a customers she refused to give the money back per ****** it is the policy of McDonald's NOT to refund a customers money she would make him another sandwich but she would not give any money back my husband has diarrheic from consuming the pork on the sandwich. My husband is still having to deal with diarrhea No he did not check the order he trusted the "Manager" would complete the order as requested. ****** refused to speak with us call us "Less Than" is the bran image of McDonald's? ****** made a statement we are second class citizens. Is this the practices of the Brand of McDonalds? Why is she (******) still employed where she is clearly not happy? ****** stated she does not understand English she is not documented We are stock holders We are requesting a refund of the entire order: ************************* $22.07
Business Response
Date: 11/21/2022
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!
Customer Answer
Date: 11/23/2022

Complaint: 18380556

I am rejecting this response because: no refund or compensation was offered

Sincerely,

*******************
Business Response
Date: 01/04/2023
Our apologies that you have not received a satisfactory response. We have forwarded your rejection to the proper department to be handled. Thank you!
Customer Answer
Date: 01/05/2023

Complaint: 18380556

I am rejecting this response because: we should be compensated we returned to the restaurant they would not wait on us at the counter they told us to use the kiosk but my husband could not use it we have a civil right to be waited on

Sincerely,

*******************
Business Response
Date: 01/11/2023
We have reached out to the store level again and have asked them to contact you as soon as possible. Thank you!
Customer Answer
Date: 01/13/2023

Complaint: 18380556

I am rejecting this response because: We have NOT been compensated in ie: complimentary meals preferably ****, ********** we have not been compensated for the days of discomfort (4 days total) nor the time it has taken out of our lives to deal with this issue / concern and to be denied counter service? We will not take "no action" as an action from the McDonald's brand this is not right. We serve the community with our own finances and we are mistreated and disrespected?

Sincerely,

*******************
Business Response
Date: 02/07/2023
Thank you for bringing this matter to our attention. It is our understanding that someone has already contacted you but we have asked them to contact you again. You should be receiving a call within the next few days. Thank you!
Customer Answer
Date: 02/10/2023

Complaint: 18380556

I am rejecting this response because: We have not been compensated or served or properly acknowledged by the business or business owner. My option is the thought of gaining council for my civil right to be served at the counter and be served or serviced as the other customers. Along with dignity and respect. Would it be a total loss for them to provide 12 full meals as a form of compensation? for the experience with this location?

Sincerely,

*******************
Initial Complaint
Date:11/07/2022
Type:Service or Repair 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.
On 11/4/22 I got an order from this restaurant. After ********** miles home I could determine my order was incomplete and I contacted the number on the receipt to inform the store of its incomplete order. While on the call I asked to speak to a manager and I formed them of the incomplete order. The person on the phone basically said "did you come in or did you order through the drive thru" when I informed her that it was a drive thru order she then said "ohhh" then proceeded to get rush me off the phone. I went to the store and asked to speak to the manager the cashier said she is busy and I couldn't speak with her. After telling her I called ahead the manager walked up and asked what the problem was. I explained that after ********** miles back to the store that my order was incomplete. I asked if there was anything else to compensate me from driving back. There was a sister environment cause I had several people leering at me in an attempt to intimidate me. One staff member even walked out the back to stare at me for like 5 seconds and walked off I asked the manager why was that person staring at me and she said didn't respond but walked off for 5 minutes. The manager returned with a bag of recorded food and pushed it at me and walked away. I asked would there be anything done since I had to ******** miles back she then stated "We don't reimburse customers for anything" then proceeded to walk off. After asking for corporate phone number 3 times the alleged manager told me its on the receipt after telling her it wasn't she pushed a cup in my face and walked off. I contacted the number and made a report this is an attempt to address this issue cause while I was in the store I was being intimidated by the staff and they were even laughing and pointing at me.
Customer Answer
Date: 11/09/2022
Spoke with a manager named ****** on 11/8 who assisted me with getting some resolution regarding my compliant
Business Response
Date: 11/16/2022
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:11/07/2022
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.
I had a problem with the app where it changed my order after I placed it. I have reported this issue TWICE via customer service and only received a generic response of them contacting the restaurant owner. I have heard nothing else. As I was erroneously charged, I expect for McDonald's to refund me immediately.I placed an order in the McDonald's app - I cannot give a date and time because the app doesn't allow me to look past the last week or so. I do place orders frequently through the app. Someone at McDonald's will have to look and locate the transaction. My email for the app is ************************* (please do not contact me at that email). I ordered a large sweet tea. Paid for it in the app. When we pulled up the person handed us a chicken sandwich. We told them we didn't order a chicken sandwich, we ordered a large sweet tea. He handed us a sweet tea instead. When I later checked the app, I see that I was charged for a chicken sandwich. I didn't order this! I have been trying to get refunded for this but no one responds at McDonalds.Please do NOT call me. I am unavailable via phone. Please email ************************ to resolve this, thank you. I would also like to be offered additional coupons or something to make up for the extra time and effort I've had to spend trying to get this resolved, thank you.
Business Response
Date: 11/16/2022
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: 11/18/2022

Complaint: 18367192

I am rejecting this response because:
It has not been resolved, they want me to wait on another team to contact me regarding my need for a refund.

Sincerely,

*************************
Business Response
Date: 11/28/2022
Thank you for bringing this matter to our attention. It is my understanding that the mobile app team reached out to the franchised location for more information regarding your claim. I have reached out to the mobile app team again on your behalf. You should be hearing from them shortly, please allow a couple of days for this. Thank you.
Customer Answer
Date: 12/01/2022

Complaint: 18367192

I am rejecting this response because: it still hasn't been resolved, they are just telling me to wait longer. This is a simple refund I'm requesting, this shouldn't take this long.

Sincerely,

*************************
Business Response
Date: 01/23/2023
We apologize for the delay. I have reached out to the app team again on your behalf and have asked that they contact you as soon as possible. Thank you.
Customer Answer
Date: 01/27/2023

Complaint: 18367192

I am rejecting this response because: I'm still waiting on my refund. This has taken a ridiculous amount of time and should have been sent to management at this point to resolve rather than making me wait this long to get a refund for an erroneous charge. McDonalds has no excuse to not have this taken care of by now.

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:11/01/2022
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.
Cant log into the app called 10 times and they always lie and say someone will be in touch have lost hundreds of points cause i cant use the points if the app doesn't work i have wasted hours of my time and i am just tired of being lied too
Business Response
Date: 11/10/2022
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: 11/14/2022

Complaint: 18343858

I am rejecting this response because:heard these lies so many times

Sincerely,

*********************
Business Response
Date: 11/21/2022
Thank you for bringing this matter to our attention again. Because this matter involves an App. issue, we have forwarded this matter to our mobile app team again asking them to contact you again. It is our understanding that they have been in contact with you and are working with you to resolve the issue.

BBB - please remove this complaint as our App team has been in contact with **************** and is working on this issue. Thank you.
Customer Answer
Date: 11/28/2022

Complaint: 18343858

I am rejecting this response because: nobody has contacted me period you been lying for months about this i have called 20 times and not one time has anyone gotten a hold of me at all

Sincerely,

*********************
Business Response
Date: 01/23/2023
My apologies for the delay. We have reached out to the app team again on your behalf and informed them of the issue and your request for a response.

The customer should be hearing from them shortly (please allow a couple of days for this). Thank you.
Initial Complaint
Date:11/01/2022
Type:Sales and Advertising 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.
McDonalds had what was called daily deals. The more money you spent the more points you received to redeem from the menu items. However McDonalds abruptly stopped the promotion and took away all of my points. When I called McDonalds on 10-30-2022 around 4:40 p.m. I was told that the daily deals had stopped but my points should still be in the upper right hand corner on the website for me to use towards other specials for food items and that my points would allow me to purchase them. I know exactly how the deals work because *** used my points in the past to redeem them for deals. Mostly for fries, Big Macs and Frappes. She said she would walk me thru where to find my points, but she quickly changed her mind and told me it was a 3rd party who handled the points and I had to call a 800 number from the website. I told her that the owner needs to handle that problem because I didnt know anything about a 3rd party. I told her I dealt with McDonalds and I spent my money at McDonalds. She repeated herself and I told her that I was going to call the BBB. For the record there was no 800 contact number on the website.
Business Response
Date: 11/16/2022
Thank you for bringing this matter to our attention.Because this matter involves an App/Web 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: 11/19/2022

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.
If I dont hear from the website in a few days I will file a complaint against them.
Sincerely,

********************* ***
Initial Complaint
Date:10/23/2022
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.
On 10/22/2022 at approximately 5:59PM, I placed an order for two double cheeseburgers with no pickles or onions, a small fry, a large free fry through the app and a large hi-c and a cup of water. It wasnt until I got home to eat my food I noticed that my order was incorrect. Both of my burgers only had two meat patties and one of the other one had ketchup and mustard but neither of them had cheese. I just thought it was very inconsiderate and lazy to fix a cheeseburger without the cheese. I did not have time to go back to the restaurant so I ended up taking pictures of my order and giving the meat patties to my dogs. I would like a partial refund for the double cheeseburgers or I would like my order to be corrected.
Customer Answer
Date: 10/25/2022
Hello thank you for responding my issue has been resolved with the merchant. They gave me a free breakfast equivalent to the price.
Initial Complaint
Date:10/20/2022
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.
I ordered my food at the counter and paid with my ** EBT food stamp card as I am on the hot meals program and have never had issues I the past. But today I was told that my payment was rejected due to insufficient funds which is inaccurate. I had proof in the form of a receipt from 5 mins prior at circle k nextdoor to the McD's showed my remaining balance, which was enough to cover the cost of my food. I pulled up my EBT account online and it showed that my card had been charged for my order. I tried showed this to the manager and all I was told was "sorry but the payment was declined due to insufficient funds, we tried running it several times and it was declined each time". I tried explaining to the manager it was not declined initially and the money was in fact taken off my card. I asked for all the receipts so I could sort it out later at DES but I was not given the original receipt from the first time my card was ran - all I received was one of the declined receipts (which the time stamp was incorrect on). I went outside and called the number on my EBT card and listen to the latest transactions on my card which reconfirmed that the money was removed from my account. A few moments later one of the employees came outside in the parking lot and asked me in a rude tone almost aggressively if "I needed help or something" I show the employee my receipt from circle k showing my balance prior, I informed her I reviewed my transactions via telephone, I double checked my EBT account online which confirmed my food was paid for. She told me "sorry there's nothing we can do for you we don't do refunds on EBT transactions, the money should go back on your card" I was not trying to scam them for free food, I was not asking for a handout all I was asking for was the food I paid for. I was embarrassed in front of other patrons and treated like a scumbag. I left without the food I paid for and now have to spend time out of my day, fixing ***'s error at DES just to get refunded.
Business Response
Date: 11/08/2022
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:10/20/2022
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.
On 9/6/22 I place an order for breakfast in the McDonald's mobile app and when I got to the window the lady told me they couldn't fill my order because they quit serving breakfast during my long wait and that I needed to cancel my order in the ***** app. I asked her about the charge to me checking anccount and she said after I cancel it will be refunded.(didn't happen) I emailed McDonald's the next day to make a formal complaint. I got a response from that initial complaint that's they'll look into and nothing. I called them at the number from the email and she asked me to verify all information etc and no issues with my app, made notes and she told me someone would respond to me in 2-3 days and because they had to escalate it to the franchise owner. I called back again on **** and the next lady told me she was making notes and she was surprised it hasn't been resolved. I told her at this point it's the principle of the matter I want my $12 and change back. No correspondence since my last call, I get nothing unless I call them and still no refund from the 9/6 purchase in which I received no food. . At this point its starting to feel fraudulent and I want it resolved.
Business Response
Date: 11/08/2022
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.

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