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:10/16/2022
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 have close to **** points on the McDonalds app, however I cant access them since McDonalds will not let me reset my password when I enter my email address *************************
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 youInitial Complaint
Date:10/07/2022
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.
Last night 10/06/2022 at 10:23 pm I ordered food from McDonalds my order number was **** as I bite into my sandwich which was a double quarter pounder I realized the meat was a little to chewy than usual as I spit the food out I observed that it was still raw and not cooked. I already contacted the health department and McDonalds HQ but I just want to make sure this doesnt get swept under the rug because Im sure Im not the only person that got a sandwich like this and its unacceptableBusiness Response
Date: 10/18/2022
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:10/06/2022
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 September 30,2022 We ordered food on *********** app that totaled $32.53. When we got to the restaurant it was closed. Then I looked at my bank account Mc ******* debit my bank account even though they were closed. I contacted the manager, *******, he told me to tell my bank to contact him and he will refund the money to my account. I contacted ********** by mail and ask for a refund. They told me the restaurant that I ordered from in Riverview has to refund my money. Now ******* the manager at Mc ******* will not refund my money. He said he cannot refund money after 48 hours of transaction. However, I contacted them in 24 hours.Business Response
Date: 10/18/2022
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:09/29/2022
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.
On 09/04/2022 I ordered a small orange juice through the drive thru and was charged $5.31 for 1 medium order of French fries and 1 medium coke that was not what I had ordered so I complained about it and I was told I was issued a refund however to date I have not received my refund I did call and was told it took a day or two to credit and the refund slip given to me says it's only valid for 30 daysBusiness Response
Date: 10/18/2022
Thank you for bringing this matter to our attention. The restaurant referenced in this complaint is an owned and operated store. Please forward this matter to the owner referenced in this matter. Please close the matter against McDonald's. Thank you.Initial Complaint
Date:09/26/2022
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 9/13 at 6pm I placed an order thru the app to dine in.The total order value was $36.85.When I arrived, I notice that the door was locked. I knocked, the manager opened the door and said that they were closed and I wasn't allowed to dine-in... I asked why they were closed and if that was the case, why I was allowed to place the order to dine-in. She didn't answer!!Then I asked her to cancel my online order, she said she couldn't do it on her end. I handed my cell phone to her, she tried to cancel on my cell and McDonalds app and she couldn't...All she said was, you need to contact McDonalds and ask for help.I sent 3 emails complaining and asking my money back - since I left without my meals.NO ANSWER!!! I want my money back!Business Response
Date: 10/03/2022
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:09/16/2022
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.
09/15/2022 @ 12:09am KS#** Order 37 BOGO for **** 1 Big Mac **** 1 10 McNuggets 2 BBQ Sauce 1 Qtr Pounder Cheese **** 1 L French Fries **** Subtotal ***** Tax **** Take-Out Total ***** Cash tendered ***** Change **** I did not get my sandwiches just as well as being rushed to complete my order. No professional customer service at all and I got served ****** sauce inside of a 4pc McNugget box. I went to speak with general manager about a resolution and he said f*** that.Business Response
Date: 10/03/2022
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:09/15/2022
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 stopped at ************ location ***** Placed my order and asked for fries with no salt. A ***************** asked me to pull forward, so before I did, I requested two ranch dressing with my meal. He said he would put them in the bag. I then pulled forward and waited for my meal. It finally came and I checked my bag for the ranch dressing. There was none so I asked for them. He went and got one and I asked for the other. He went to get it and came back and stated he had to charge me 5 cents. I asked, why can I get many packs of ketchup if I wanted, but pay for ranch dressing. He said I had to pay, so I requested a refund. He brought back **** and some change, and the meal was **** and some change, so he kept my money and said they charged us for tge drink, not knowing we still had it we gave it back with the straw still in paper. He and another young lady got rude and said we dont take back drinks. I went got out of the car and went to the front door just in time because the manager was walking away and explained to her. She said you all dont take drinks back that we drank out of. As stated, we never opened the straw. She then acted as she was going to give our money back and never came back. I went to the window and they locked tge window and treated us as terrorist instead of paying customers just wanting our money back. The drink was left at the window. I wont stop here because of the treatment and you took our money. Left ThisAsked for fries no salt. A guy asked me to pull forward. I requested two ranch dressing with my meal. He said would put them in the bag. I then pulled forward and waited for my meal. It finally came and checked my bag for the ranch dressing. There was none so I asked for them. He went and got one and I asked for the other. Went to get it and came back and stated had to charge me 5 cents. I asked, why can I get many packs of ketchup but pay for ranch dressing. Said I had to pay, so I requested a refund. He brought back **** andCustomer Answer
Date: 09/19/2022
The restaurant took the receipt back on this day to give us a refund, only to refund us for $7.00 + some change when the meal for for $8.00 and some change and of course we paid cash: I took a photo of the two kids that took the receipt back and mistreated us that evening which was not on the date listed, and After doing my research was on September 5 of 2022 between 845 and nineafter doing my research was on September 5 of 2022 between 8:45 and 9:00 PM, Monday, Labor Day, which is the day we returned home from the beach. Considering we had a such a hard time and because they have our money and the receipt as well as the drink being left at the window is the reason why these photos were taken on that date. And the photos have the date on them from the day they were taken.Business Response
Date: 10/03/2022
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:09/14/2022
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 8/15/2022 I ordered 2 burgers totalling $8.18 at the McDonalds kiosk. I gave the cashier $20.18. She never gave me my change or a receipt. I called the store and they said they were not over, after checking only 2 minutes. I called corporation 3 times and sent to emails. I received one email saying thanks for your feedback and someone would follow up. I also never received a reference complaint number I heard on a recording.Initial Complaint
Date:09/13/2022
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.
Late last year I purchased a McDonald's reloadable gift card, known as "arch card", for someone else. They told me early September 2022 they had lost it, with a pretty hefty balance left on it. I informed them not to worry, I would see about replacing it. Unfortunately, McDonald's has not merely made act of replacing one of these, KEEPING existing balance, but they have actually set criteria that is impossible to fulfill. In effect, making it so you CANNOT replace an existing card, no matter what they claim. In the pics, the card in question is the one ending in ****. The other card is one I just purchased and started again. Hoping to replace card w/ $105 balance.*I need to provide EXACT DATE i purchased the card. Who remembers when they buy a gift card?*I need proof I bought it. Again, almost a year later, who keeps a paper receipt for a gift card?Those might seem unfair, but not really in a legal/ethical bad area, Now HERE is where it starts sounding sketchy:*They say i need to provide number on card. Well, card is LOST. SO i can't get it there. i thought I could just get it from my online profile, where I can re-load the card. Except they used asterisks to block out a chunk of card number, meaning I don't even have access to it (see enclosed pics). So right there, they bar me from info i need to replace card.*Kicker is they told me I need a digital/online receipt with the card as proof it's mine. EXCEPT that their Arch Cards cannot be used online, ONLY in store. Which means paper receipts only. Which means no digital ones. Which means they have created impossible criteria for replacing cards. I'm pretty sure there's some issue where if you CLAIM a customer can do "X", requires something that cannot be done due to limitations YOU have put on item/customer. (See pics). I confirmed this in 2 separate emails on 9/10/22. I then asked about that conflicting in. Aso of today (09/13/2022) no response. Like they know I realized the deal.Business Response
Date: 11/08/2022
At this time, we are asking the BBB to delete this complaint as it does not relate to McDonald's. Thank you.Customer Answer
Date: 11/19/2022
They say to replace card and NOT lose balance (which was over $100) i needed to provide ridiculous information. like original date card was purchased AND a copy of receipt. Who remembers when they buy a gift card, or keeps original receipt after card is activated? But they ALSO say they require a copy of a digital receipt linked to lost/stolen card. Except they ALSO told me card CANNOT be used online, meaning it is impossible to get a digital receipt. Meaning requiring one to replace lost card AND keep balance is an impossible thing to do, yet they require it anyway.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 need for a timely response. You should be hearing from them shortly. Thank you!Customer Answer
Date: 01/27/2023
Complaint: 18021614
I am rejecting this response because over months since this started, still no resolution except "expect to hear". Had an arch card with over $100 on it that was lost. According do McDonald's, to replace card AND keep balance, I need to provide activation & purchase receipts. Who keeps those from a gift card purchase? I offered to verify proof of account ownership by supplying purchase & Reload history of card, they refused. Oh, they ALSO require electronic receipt of online purchase. Except arch card CAN'T be used online. So they literally require the impossible. Why is it so hard to replace lost card AND keep balance? I tell everyone I know this, beware of Arch Cards. If you lose, lose all money on it & McDs doesn't care.
Sincerely,
***********************Business Response
Date: 02/07/2023
It is our understanding that someone has been in contact with you regarding this issue. We have asked them to contact you another time. You should be hearing from them in the next few days. Thanks.Customer Answer
Date: 02/09/2023
Complaint: 18021614
I am rejecting this response because: NO ONE has been in contact with me about this except through this B.B.B. thread. anyone who claims otherwise is either lying or has bad information. to REALLY contact me, instead of just CLAIMING to, please use email ********************* and to help it stand out plz use ARCH CARD as subject. I WILL NOT accept phone calls, since anything can be said on a phone since there's no physical record of what was said to keep people honest. Speaking of, since you claim someone has been in contact with me, could you provide day, time, method, & email and/or phone number they reached out from? If you're being honest about someone being in contact with me (not the past & present tense of your own phrasing), then that information should not only exist but be really easy to find.
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:09/12/2022
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 August 18th, I had a very bad experience. I am thoroughly disgusted. It is bad enough that McDonalds raised the price on pop from $1 by 60 cents. Then the only way to get the $1 pop is to use the app that your employees told me about. No one told me how horrible the app is to use and how unfriendly it is. One day, I had an issue and the employees were able to fix it immediately because somehow, it double ordered. I got my refund. Now today, it did not give me the deal price of $1 and when I asked them to do the return and recharge me, they refused and said they did not know how to do it. I have the receipt to show this. I want a refund of .60. Your app also does not allow me to pay with a gift card so I will no longer be buying those. This is a complete move of bad faith to force someone to use the app for the special price, then not honor it or allow the use of gift cards. I have tried to talk to the manager at the location, but she could not help. I tried to find out the name of the owner, but McDonald's corporate says they cannot give that information out.Business Response
Date: 09/22/2022
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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