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:09/03/2022
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 8/17/22, I preordered via the mobile app a Cheeseburger Meal with a drink and an additional 3 Iced coffees. Upon arriving, I went through the drive through to notify of a mobile order; however, the rep at the drive through ordering screen did not take my mobile order number instead she advised me to "just give it to the person at the window". I knew that by them doing this it was going to further delay my order because orders are usually not prepared until you have arrived, but now they had no way of knowing that I arrived. Once I got to the window i gave her my order number and was told I would need to pull up and wait for my drinks to be brought out to me. By this time, I had already been waiting in the line for about 15 minutes before even arriving to the window. I had a very short time frame which is why I ordered ahead and paid ahead. I advised the worker/manager I was not able to wait and if the drinks were not available, I would like a refund issued. She gladly offered a refund to my app vs preparing my drinks. After two days, I noticed I had not received a refund for the coffees. I then sent an email to McDonald's customer care on 8/19. I received a response the next day that someone would follow up. No response was received. I called back on 8/26 and spoke with a representative for customer care who then filed a second escalation and said someone from the region, or the franchise would follow up. As of today, 9/3/22 I have not received my refund for the drinks I did not receive, nor have I recvd any additional follow *** as promised. I am attaching copies of the receipt and the email sent to customer care.
Business Response
Date: 09/12/2022
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: 09/14/2022
Complaint: 17916652
I am rejecting this response because: again my concerns were completely dismissed. This is not a Mobile app issue. This is a customer service and management issue. My refund could have easily been processed in store and the manager failed to do it. I also requested a follow-up and provided ample documentation to support my claim and concerns. This was just passed off again without addressing my concerns.
Sincerely,
*********************Initial Complaint
Date:09/02/2022
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.
Went through the drive thru- got home and realized it was not our order. Called store, was told they would replace the entire order next time we came there. Two and a half weeks later they refuse to replace the food or refund. The manager refused to give the store information that i requested- I specifically asked if this was corporate or a franchise and she refused to tell me. Finally after some persistence she gave me the customer hotline- which I called and filed a complaint. Was told they could do nothing to help and would pass a message along to the owner to call me- we have never heard from anyone nor received any refund. They did not render the services I paid for, refuse to rectify the situation and there has been zero resolve nor communication-Customer Answer
Date: 08/29/2022
The McDonalds address is ************************************************************Business Response
Date: 09/12/2022
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:08/31/2022
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.
Hi I bought 4 grand big macs from these McDonald's restaurants in ******** I filed a complaint with head office and they said they would mail me 3 free extra value coupons in aug now its end of September and I have not received anything and they refuse to respond back I would like better business bureau to investigate as I'm not the only customer who has had this happen to if you look on there ******** page lots of people said the same thing so they took money and didn't provide the itemBusiness Response
Date: 09/12/2022
Thank you for bringing this matter to our attention. We have forwarded this matter to the proper team. The customer should be hearing from them shortly (please allow a couple of days for this). Thank you.Initial Complaint
Date:08/25/2022
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 order and paid for something with ********** app, when I arrived, they said special coffee was down and would not give me my money back. I called ********** cooperate and file compliant, I never received my money back. this is ********, how can they get away with this s***Business Response
Date: 09/12/2022
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: 09/14/2022
Complaint: 17775982
I am rejecting this response because: They are doing nothing, what the ****, credit my f****** credit card.
Sincerely,
*************************Initial Complaint
Date:08/24/2022
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 8/3/2022 at 6:17 pm, I attempted to order a quarter pounder with cheese sandwich at the drive thru by placing the order using the mobile app and using **** reward points so the sandwich would cost $0.00. The worker kept telling me the order didn't go through. I had to leave without receiving my order, but the **** reward points were subtracted from my account. I submitted mobile app feedback explaining this problem and received an email saying "Please call back at a later date at ************** during our regular business hours (7:00 a.m. to 7:00 p.m. CST) Monday through Saturday, and reference case #******** or by the Contact Us form on mcdonalds.com." I called the phone number on 8/6/2022, 8/8/2022, and 8/22/2022. Each time I called, the McDonalds representative said they would refund my **** reward points, but the application they use to do it is down. I still have not been refunded the **** lost reward points.Business Response
Date: 09/12/2022
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: 09/15/2022
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:08/23/2022
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.
My wife placed an order on 7/19/2022. My bun was stale and the burger was cold as were my fries. I have contacted the McDonalds customer service 5 times to have someone contact me and no one has. I would like to be compensated for the poor quality of the food.Business Response
Date: 09/12/2022
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: 09/14/2022
Complaint: 17757835
I am rejecting this response because: they are are asking for the location. It is 8251 *********************** ******** ** 45011. They have not offered a remedy to the problem.
Sincerely,
*******************Business Response
Date: 09/22/2022
Thank you for bringing this matter to our attention and for the location information. 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: 09/28/2022
Complaint: 17757835
I am rejecting this response because: There is still no resolution to my complaint.
Sincerely,
*******************Business Response
Date: 10/18/2022
At this time we are requesting the BBB to close this matter. Our department has sent a letter to the customer indicating their next steps regarding this issue. We are asking this issue be closed against McDonald's. Thank you.Customer Answer
Date: 10/25/2022
Complaint: 17757835
I am rejecting this response because: I have not re'd a letter in the mail as they stated.
Sincerely,
*******************Business Response
Date: 11/08/2022
At this time, we are asking BBB to close this matter against McDonald's as our team has resolved this matter. Thank youCustomer Answer
Date: 11/09/2022
They have not responded to me with any resolutionInitial Complaint
Date:08/23/2022
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 never able to pick up my mobile order from 8/22/22 from location *******************************************************************************, although I was still charged for it. The restaurant was completely closed down (both drive-thru and dining room) due to construction. The even had the parking lot blocked off. When there have been issues like this in the past, normally I can just leave and the order will cancel itself (as there is no option that I can find to "cancel" an order in the app). What I suspect happened was someone at this location either accidentally or intentionally marked my order as picked up. I would not put it past one of your unscrupulous managers to intentionally do this, to make up for the location's lost sales. You should look into this for other customers as well. I was charged **** for an order I never received and I would like this money back please.Business Response
Date: 09/12/2022
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:08/22/2022
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.
Date of incident: 08-22-2022 ********** Restaurant # ***** Order # ** Time of incident: 1:07PM Your manager on duty at this location, ******, is terrible at handling customers! I'm so angry right now words cant even describe. I DO NOT appreciate being spoken to in a demeaning tone when I'm waiting to pay for an order i placed through the App. While standing at the register waiting to pay for my order ****** shouted at me to "place the order on the touch kiosk". I tried to explain i placed the order on the McDonalds APP and just needed to pay for it. She continued to argue with me about the fact that people called in sick today so nobody was there to work the register. I didn't know what to do or how to respond so I just stood there patiently waiting to pay for my order. She finally came over and made me feel like i was inconveniencing her as she took my money an muttering insults under her breath in Spanish, which I'm fluent in by the way... I told her this is no way for a manager to speak to a customer. All she did was raise her voice even more and argue with me once again how nobody showed up for work and she wasn't supposed to be working the cash register. Then i received my order which i promptly threw away as i didn't trust that the food wasn't tainted out of spite. This is not the first time i have had an issue with service at this McDonald's but this time I'm NOT just going to write this and go away. I will be following up on the corporate level daily until i receive an apology from either the owner of this location or ****** herself. I'm NOT letting this slide. Please DO SOMETHING about the awful customer service at your locations and if people aren't showing up for work then do something about it and either fire them and re-hire new employees or maybe pay them a decent hourly wage so they show up for work and actually care about providing good customer service.Business Response
Date: 09/12/2022
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!Initial Complaint
Date:08/11/2022
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 a mobile order at the ********* ** McDonald's at 10:42am I payed for my orderand was told unless I payed a 2nd time I could not get my food or drinks. I was told I could not have my money refunded or food. I want my money back since this is now theftCustomer Answer
Date: 08/29/2022
They finally issued a refund today after a lawyer was brought in but tge still should never have went as far as what I went through to get my money back this was the ********* ** store at ****************** ********* **Initial Complaint
Date:08/03/2022
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.
Hi I ordered merchandise from McDonalds through their camp days promotion. Afterwards, I received an email saying it wouldnt be shipped until October in addition to realizing the shirt I bought was severely overpriced. They are now refusing to refund me my money even though the shirt has not been shipped, basically taking my money hostage. Please help. Willay is handling the merchandise and is also very rude. Order #WILLAY1422Business Response
Date: 08/15/2022
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: 08/18/2022
Complaint: 17663272
I am rejecting this response because:
Sincerely,
*********************
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