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: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.
On 9/3/2021, I used McDonald's mobile app to order dinner for my family. My order included 2 small Blue Raspberry slushies, which I was told the restaurant was out of when I received my order. Since I did not receive the slushies, I did not expect to be charged for them, but they were on my bill when I reviewed the email statement later on that evening. I sent a complaint via the McDonald's website about this and requested that the charge be put back on my credit card ($3.22). I have received phone calls and emails from managers expressing their apologies but no return of my money. On 7/18/22, I ordered breakfast from this same restaurant. This morning, they neglected to give me the hash brown I ordered. When I called to complain, they offered to fix it if I returned. I told them I was out of town and requested they just refund me my money ($1.93). I was told they could not do that. I made another complaint on the McDonald's website about the service. I received emails and a phone call expressing apologies for the mistake, yet no one offered to make the monetary reparation and give me back my money.
Business 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: 17663193
I am rejecting this response because: I have been complaining to this company for almost a year now. I am still waiting for a response to the emails I sent. I would prefer not to close this complaint until the business gives me a satisfactory answer.
Sincerely,
*************************Business Response
Date: 09/12/2022
Thank you for bringing this matter to our attention and I apologize that you have not heard back in response to your complaint.Because this matter involves an App. issue, we have to forward 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: 17663193
I am rejecting this response because it has been almost a year since I have lodged my first complaint with the company. It has been over a month since I submitted my complaint with BBB. It took them 4 weeks to send a reply to a rejected response saying please give us a few more day. How many more days do they need to refund me money that they took from me in four seconds?
Sincerely,
*************************Initial Complaint
Date:07/27/2022
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 Service--July 21, 2022 Time of Order--11:42:49 PM Order Number--1378 Ordered Through McDonald's App Picked Up Food In Drive-Thru Paid For Purchase Online I ordered 2 Quarter ******** w/ Cheese, 2 Large Fries, 2 Large Soft Drinks, 2 Blueberry Muffins, & 2 Cinnamon Rolls Both of the Quarter ******** were close to raw. We didn't finish eating them. My girlfriend noticed as we were both starving and it was late at night. I hadn't paid attention. She showed me hers and I was halfway through with mine, but they both were not fully cooked. We went to bed hungry. I contacted McDonald's through the app that same morning of July 22, 2022. I received an email from McDonald's **************** at 9:06 PM on July 22, 2022 saying that my experience will be fully investigated. Five days later and no follow-up. No phone calls or emails. I would like a full refund for my entire purchase due to non-response and my meal not being able to be eaten that night. And also better training of their employees because beef patties at McDonald's are cooked in groups, so I am sure I was not the only one that received raw meat that evening. Both of the drive-thru lines were to the street and the lobby was closed so there is no telling how many others were affected besides my girlfriend and I that evening and morning.Business Response
Date: 08/02/2022
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: 08/11/2022
Complaint: 17629732
I am rejecting this response because:
The company said they would contact regarding the matter as they have forwarded the complaint to their app department and I will be hearing from them soon. That was the conclusion that McDonald's sent. No one ever contacted me. I have waited 6 days with no contact. So the matter is still not resolved. Sincerely,
****************************Business Response
Date: 08/15/2022
Thank you again for bringing this matter to our attention. We are sorry your issues hasn't been resolved yet. We have forwarded a reminder to the mobile app team. The customer should be hearing from them shortly (please allow a couple of days for this). Thank you.Initial Complaint
Date:07/24/2022
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.
We ordered breakfast for our family for curbside delivery, and upon arriving to get our order, the employee got upset that we jokingly said that she was rather quick and then she called me a b**** and threw our order into our car resulting in our car interior getting stained and destroyed which resulted in us paying a costly price to get it cleaned again. Then to learn nothing that we ordered was even in the bag! We have made endless attempts to resolve but not only are we now out of talk time minutes on our phones so emailing us is the only option currently! This happened back on june 30th 2022, and its been close to a month since then and not one attempt to email us still? Terrible PR!Customer Answer
Date: 07/26/2022
This was a curbside pickup ordered from there app, no one gets reciepts from this method of payment.Business Response
Date: 08/15/2022
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:07/24/2022
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 Thursday July 21 I placed an in app order for curbside at the McDonalds in *** on ************************************************ . They came out and told us their system was down and we had to go in to order. I said we already paid and showed a receipt, they assured us that would be refunded and forced us to go in and pay again. I objected again saying it already is on the card, they swore the charge would go away. It did not. I want my money back! I wanted a refund of $24.41 plus a couple meal cards as an apology for this hassle that I said would be a hassle. I do not want to go back in to this store because this is your fault! I called the store and they told me to come in, I'm not doing that with gas prices so high and since this was 100% your fault and I told them this would happen.Business Response
Date: 08/02/2022
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: 08/06/2022
Complaint: 17616573
I am rejecting this response because:The business didn't make me an offer, they just forwarded the response. I haven't heard from them.
Sincerely,
*********************Business Response
Date: 08/15/2022
Thank you for bringing this matter to our attention. As you may know, since this matter involves an app issue, we had to forward this to our mobile app team. Our records show that the mobile app team initially reached out to the claimant on July 22nd. We have forwarded the complaint to them again. The customer should be hearing from them shortly (please allow a couple of days for this). Thank you.Customer Answer
Date: 08/19/2022
Complaint: 17616573
I am rejecting this response because: I havent been contacted about this. I have heard nothing from McDonalds.
Sincerely,
*********************Business Response
Date: 09/12/2022
We apologize that you have not heard from anyone. Because this matter involves an App. issue, we have to forward this matter to our mobile app team. Upon investigation, the App Team sent you the following message: Thank you for taking the time to contact McDonald's. We sincerely apologize for any inconvenience you encountered when using the Mobile app. We appreciate this opportunity to respond to your concerns. Please contact the McDonald's ************* App Team at ************** during our regular business hours (7:00 a.m. to 7:00 p.m. CST) Monday through Saturday, and reference case #********. Please be prepared to provide details of your device and your visit to the store.
Please contact them at the number they provided. I have also reached back out to them regarding your concerns.
Customer Answer
Date: 09/14/2022
Complaint: 17616573
I am rejecting this response because: they are running me in circles. Just give me a refund please.
Sincerely,
*********************Initial Complaint
Date:07/21/2022
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 promised a giftcard by by ******* from McDonald's resolution team on April 15, 2021. I have proof of a voicemail from **************. I did not receive this and have sent multiple tickets to McDonald's and have called them, and I've been repeatedly ignored. I don't understand how difficult it would be to find a ******* (or *****) who worked at this phone number. I don't understand why someone would make a false promise, as we talked for awhile and she was very warm and professional. However, the fact that McDonald's never rectified this issue is quite alarming, especially when I have proof of it. Of course, when I try to call the number back, it doesn't accept incoming calls. At this point, I expect the giftcard I was promised, at the very least.Business Response
Date: 07/27/2022
Thank you for bringing this matter to our attention.Because this matter involves an issue with the resolution team, 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: 08/11/2022
Complaint: 17606617
I am rejecting this response because:reported via email6 days agoTo:"Better Business Bureau" <**********************************************************************************************>You don't often get email from **************************.Learn why this is importantNever had a reply
Sincerely,
*************************Business Response
Date: 08/22/2022
At this time we are asking the BBB to remove this matter from our HUB as the BBB has closed this matter. Thank you.Initial Complaint
Date:07/20/2022
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 used the McDonalds mobile app on 5/19/22 to make a purchase of 2 sausage McMuffins, I used a deal in the app for buy one get one free which should make said items $1.79 plus tax equaling $1.90.The sale came in to my bank account for $3.79, when I got to the pick up window the lady said I owed money and said it was only half paid for and refused to give me the product.Business Response
Date: 06/02/2022
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: 06/10/2022
Complaint: 17234141
I am rejecting this response because:Not only was this an incident with the app., there were also issues at the store level that need to be addressed.
I would like ****** Corp. to reach out and offer to resolve these problems with customer service, I called them and left them a message and they have not called me back!
Sincerely,
*********************Business Response
Date: 07/18/2022
Please send this to local. Thanks!Business Response
Date: 07/27/2022
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:07/19/2022
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 visited the McDonalds on ***********. July 9th at 9pm. I placed a mobile order fora cookie tote of 13 cookies and a medium caramel frappe. The employees NEVER brought me my food and after waiting for 20 minutes, I tried to call and get a refund for my order but no one answered. I sat in the curbside spot number 5, noticed another customer went to the door but the doors were locked. I followed suit with this customer and went around the building to go to wait in the drive thru lane but the line was wayyyy too long to wait much longer. I then attempted to call the another restaurant 3 times and each time the call was disconnected. I have submitted several complaints to corporate but have yet to receive a phone call nor a refund for my purchase.Business Response
Date: 07/27/2022
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:07/18/2022
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.
So when using the app I placed an order once, when I got to the drive through they said they could not process the mobile order code I gave them and I got charged significantly a higher amount since the discount codes were not put in. In addition I believe it was that same order that I got a duplicate charge for on my card, which usually to prevent these things I order through the app, but their app was not working that day, so I'm requesting a credit back for that and an additional credit for what dealing with that.Business Response
Date: 07/27/2022
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:07/18/2022
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.
My daughter and I are very disheartened about this visit. She is employed with a prominent company, and I am a Federal worker. We don't have the time or energy to be engaged with foolishness, combative conduct, and/or disrespect! We went to the drive thru to order food for two kids, the first window, ***** was there so we drove to the second one.Upon arrival to the second window, there was a young man who greeted us with pure disrespect and disregard..he totally ignored, or was unaware that saying negative things in jest, or with assertiveness is not only inappropriate, but unprofessional. He beraded us with name calling; such as "you sound broke" (we have video), and "he don't care about this job". Well obviously, he doesn't care about his job, that's apparent from his conduct! On top of that, we was given the wrong food, and he wouldn't honor our coupon, and the Manager, ******* was just as bad as his employee.. nonchalant, caviler, and not interested in how we were treated. We felt threatened, and I would like a response, and would like this situation dealt with accordingly.Business Response
Date: 07/27/2022
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: 07/29/2022
Complaint: 17570809
I am rejecting this response because:
Sincerely,
*********************** The location was on Monroe and ********. I still have the food, and the videos.Business Response
Date: 08/15/2022
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, NSN 12257. Please close the matter against McDonald's. Thank you.
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