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
- 391 total complaints in the last 3 years.
- 84 complaints closed in the last 12 months.
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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:12/29/2024
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 built up ******* points on the McDonalds app. I changed from an iPhone to a ******* phone. After the change, I lost my ******* points. I contacted McDonalds via email and phone without success. They keep telling me that someone else would handle my issue. Of course, no one does. I go to MacD's twice a day for over 30 years. You would think that they would seriously address my issue.
Business Response
Date: 01/02/2025
Thank you for bringing this matter to our attention. Based on the information you have provided the App account with that email address was created 12/20/2024 and has ***** points. If you had another account with a different email address you would need to log in with the other email address. Thank you,Customer Answer
Date: 01/02/2025
Complaint: 22744031
I am rejecting this response because: I have only used one email sign-in address for my McDonald's app. That address being: ******************************************. The only thing I did was purchase a new phone. I downloaded the McD's app on my new phone and logged in as ****************************************** When I logged into my new phone, my accumulated point total was zero. My point total on the phone I replaced was ******* points. So, prior to purchasing a new phone, my point total was *******. After I switched to my new phone, my point total was zero. So, by switching phones (using the same login email address), I lost ******* points. Today, on my new phone, my current point total is 14,312. It is interesting that you can see my current point total but my accumulated point total (on my old phone) of ******* points has just vanished.
Sincerely,
****** *******Business Response
Date: 01/08/2025
The email you provided is linked to your account that was created on 12/20/2024.Customer Answer
Date: 01/09/2025
Complaint: 22744031
I am rejecting this response because: Your reply says that I started this account on December 20, 2024. I started my account probably 2 years earlier.I changed phones on December 20th, 2024. When changing phones, I downloaded the McD's app onto my new phone and logged into it with the same email address used on my previous phone. When I logged in for the 1st time with my new phone, it showed I had zero points. So, it appears that I lost my ******* points because I changed phones which I don't believe is right.
Note: I've used the same login address (email address) for years.
Question: Why can't you look back to see what points I had built up prior to December 20th. Why is this so difficult to do?
Sincerely,
****** *******Business Response
Date: 01/10/2025
All information has been provided based on the email address customer provided. If you have a different email address we can investigate further. Thank you,Customer Answer
Date: 01/20/2025
Complaint: 22744031
I am rejecting this response because:Hello,
I do have new, additional information per attached.
Per all of below, McDonalds has been saying that I created my account with them in 2024. Per attached, it shows that I had an account with them starting on July 19, 2021. My original McDonalds account shows that I created the account via Apple. ***** uses a Hide My Email process which hides my email address for protection. Any responses to the Hide My Email address is then forwarded to my visible email account, ******************************************.
Im thinking that McDonalds could use this new information in helping me get my ******* points back. Thank you.
Best Regards,
*** *******
Sincerely,
****** *******Business Response
Date: 01/23/2025
Thank you for this information. You would need to log in using the Apple email address to access the points. Thanks againInitial Complaint
Date:12/28/2024
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 ordered through the McDonalds app like always on Christmas morning. I thought about calling to make sure they were opened but they never answer the phone anyway. I checked ****** to see if they were closed and it said in green open 24hours. So I proceeded with my mobile order and headed that way. When I get there the location is closed due to it being Christmas. So I sent a message through the app to let them know. They said Ill receive a refund in 1-2 weeks. I sent another message explaining that it gave me a receipt via email and added the points from the order in the app as if I received the order. **************** through the app responded and said the store location is suppose to cancel the order and theyll send me an email once they have. I sent another message through the app and explained they need to tell them that because the store location said I shouldve received a refund. **************** responded by having the general manager of that location email me apologizing for the less than satisfactory service I received from that location and said theyll coach their employees on better service. I was very confused. All Im asking for is a refund. I have the receipt showing that the order shows I received the item which was impossible since they were closed. I contacted customer support several times and its clear all theyre doing is copy and paste responses because there isnt any comprehension skills whatsoever in regard to what I am saying. I told them I have a receipt via email that looks as if I received the order. The store location told me to contact customer service and customer service is giving them wrong information. I go to McDonalds for the same thing at least 3x a week and this is ridiculous to keep going in circles for a refund.Business Response
Date: 12/30/2024
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: 12/30/2024
Complaint: 22739394
I am rejecting this response because: ********************************************************************************;
Sincerely,
****** ******Business Response
Date: 01/02/2025
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: 01/02/2025
Complaint: 22739394
I am rejecting this response because: The store said this should have been handled by customer service. Ive reached out numerous times to customer service and I have proof of the receipt given via email. When I went to the store the next day they said customer service should be able to handle it. What could have happened is they could have just given me my order since it was already paid for. It should not be this hard for an establishment to compensate their customers or a corporation to repay the customer. Ive already spoken to the store. They said this is on you people.
Sincerely,
****** ******Initial Complaint
Date:12/25/2024
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 placed an order with McDonalds through doorDash, the driver showed up to my house, smoking high as h*** and called me twice because he didnt wanna walk inside of my house to get my food and deliver it to me. He actually gave me some food from ******* that was in a bag and I asked him where my food was. He told me he was going back to McDonalds to pick up. My order never came back. I reached out to ******** customer service. I had to argue over an hour on the phone with them requesting a supervisor to contact me regarding all the issues I was having as well as with their customer service phone support of why I had to argue and speak to a supervisor with agents that wanted to be rude while I was recording a phone call. I also have recordings from my security cameras of the driver, not even attempting to come to my front door to give me the order and call me to come outside to get the food because his a** was too lazy to come inside. I had to wait for DoorDash to cancel the f****** order which is gonna take 3 to 5 business days to be refunded back to my account and for them to talk about, were gonna give you five dollars of DoorDash credit. This is my first time using DoorDash dash pass and anything like that so what the f*** what I wanna place another order with these nasty a** people for with these s***** a** drivers and nasty a** **************** on the phone and big time. Are they gonna throw me a five dollar DoorDash credit b**** please for that sake I wont even be ordering McDonalds through their platform or any other one againBusiness Response
Date: 12/30/2024
Were sorry about your experience. To report and resolve any issues you would need to contact DoorDash. Please contact DoorDash at ************. Thank youInitial Complaint
Date:12/24/2024
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.
HORRIBLE! I placed my order at 10 am on the app. I arrived at the location at 10:19 with two cars ahead of me in the drive thru. When I got to the speaker at 10:28 and provided my code, after sitting for two more minutes I was told that they did not have the items available since the switch had been made to the lunch menu. It then took another ten minutes to get to the second window so I could leave the location with nothing, after speaking with the manager. They discussed staffing issues, cost difficulties, policies that caused this to be an issue. LIKE EVERY OTHER BUSINESS CURRENTLY OPERATING, try harder. The manager was kind and did ask what they could do to make it right... sadly they couldn't do anything because the corporate, franchisee, and store policies prevent the manager to have any freedom in simply filling my order. This isn't complicated, I pay for the food, I arrived WELL within the availability rules, and yet McDonald's can't hold up their end of the bargain. This is a free market product, not something produced in a totalitarian regime. Give them some freedom to put CUSTOMER SERVICE back in the process! I, nor my family members, will ever purchase another item from the locations owned by this franchisee due to the previous quality of service received from these locations, this being the final straw.Business Response
Date: 12/26/2024
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: 12/30/2024
Complaint: 22727940
I am rejecting this response because: Location information requested... ****************************************
Sincerely,
******* ******Business Response
Date: 01/02/2025
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:12/24/2024
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 username on the app account is **** ***** ****** and i am complaining about the $1 ten piece chicken mcnuggets i was suppose to get before the deadline of 12/2/24 earlier this month. i complained multiple times by email and phone and still got very **** poor assistance by all staff. i did not want to have to come here to get resolvement. i see there is another promotion that is NEW now for the same thing. i kept being told to refresh my app and things like that but there is nothing wrong with it! i was able to use the promotion and all app stuff. i asked for compensation and was told multiple times i shouldve gotten the deal for its last week. i need someone to FINALLY help!!! my email is ****************** on the app rewards accountBusiness Response
Date: 12/27/2024
Thank you for your feedback and we apologize for the difficulties you have had using the App. We have added 6000 points to your account. Thank you again!Initial Complaint
Date:12/24/2024
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 12/24/2024, Christmas Eve, I ordered a sugar free vanilla iced coffee from my local McDonalds. I am a type one diabetic and sugar can severely alter my health if not anticipated and treated appropriately. About half way through my coffee, I began to feel very tired and not as alert as I needed to be while driving to work. When I arrived at work I checked my sugar. I was at over 300 and the number was still climbing. Prior to drinking the "sugar free" coffee from McDonalds, my sugar was at 150. Diabetic ketoacidosis is a serious and potentially life threatening situation that I could've very easily been put in this morning due to McDonalds negligence. I believe McDonalds failed it's duty to protect patrons.Business Response
Date: 12/26/2024
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: 12/30/2024
Complaint: 22726893
I am rejecting this response because:I would like to provide critical details the business requested.
Date of Incident: 12/24/2024 at 7:14 am EST
Drive thru order number 1243
Location: ************************************************************
Sincerely,
****** *****Business Response
Date: 01/02/2025
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:12/23/2024
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.
The birthday reward, in the app, expires before I used it. Can you advise how to fix this?Business Response
Date: 12/26/2024
The birthday deal on the app is available for 7 days. Expired deals are not able to be redeemed or returned to the account. Thank you,Customer Answer
Date: 12/31/2024
Complaint: 22722377
I am rejecting this response because:There is no effort to try to resolve or remediate - only to impose draconian practices.
t
Sincerely,
**** *******Business Response
Date: 01/02/2025
This customers issue has been addressed. Thank youCustomer Answer
Date: 01/03/2025
Complaint: 22722377
I am rejecting this response because:They provided a response. ***** this has addressed the issue is an incomplete interpretation of the facts. McDonalds has not acted in good faith.
Sincerely,
**** *******Business Response
Date: 01/08/2025
This customers issue has been addressed. Thank youCustomer Answer
Date: 01/09/2025
Complaint: 22722377
I am rejecting this response because:
No communication whatsoever has been provided. McDonalds is lying. Its like receiving customer service from the ********** ???????!!!
Sincerely,
**** *******Initial Complaint
Date:11/07/2024
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 recently bought a meal that came with a lemonade on Oct 26, 2024 via the app. I had to pay an upcharge on the lemonade as well since it was a large. The lemonade was nothing but syrup in a cup. I couldn't even drink it, but I was already heading to my destination in *********, ** and couldn't immediately turn around. I did call corporate and gave them my case number (********). They told me the franchise would reach out to me in a couple of days for my refund. It's been over a week and a half now and I never received a phone call. I did look on the app that same day and noticed that they made that lemonade unavailable. All I want is my refund.Business Response
Date: 11/18/2024
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: 11/20/2024
The exact location of the business is ***************************************Customer Answer
Date: 11/21/2024
Better Business Bureau:
Please close out this complaint. it's resolved.Sincerely,
******* *******Initial Complaint
Date:11/01/2024
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.
Management threatened a employee tonight at the McDonald's in *************************. Told the employee she go fight her and proceed to say she go have someone to come to McDonald's and shot!! I had to get out my bed to go get my child that management threatened!! My child go to work to make money not to be talked to like that from anyone! So if this is the wrong place to report a manager Please direct me to the correct people, email, phone number. Thanks very muchBusiness Response
Date: 11/08/2024
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: 11/12/2024
Complaint: 22500291
I am rejecting this response because: The location of the restaurant was in ************************* ***** ******************* The employee's name was ****! I myself didn't encounter her, but my child that works there did. She said things to my child not me!!
They also has a management here that goes to different McDonald's this management is wearing a yellow long sleeve shirt I don't know her name I will try and get it but she is a very hateful lady she don't know how to talk to her employees!! Again I am not an employee and I am not a customer that had a issue I am a mother of two employees that work at the McDonald's in ************************* *****. Management should know how to treat the employees and management should know how to control their out of control employees!! Again this McDonald's need better management and the one that's going from McDonald's to McDonald's with the long sleeve yellow shirt on or orange shirt she needs to do better also with communicating with the employees!!
Sincerely,
******** ******Business Response
Date: 11/19/2024
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:10/31/2024
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.
Do to hurricane ****** being much worse than expected, as was so bad my favorite McDonalds location was practically washed away by flood waters, I was unable to use my points as planned to on 9/30 before they expired, and customer service seems to not care about the 1798 expired points I want restored, and it seems to me that McDonalds as a whole, unlike its competitors, is fully ignoring the situation in **Customer Answer
Date: 11/06/2024
***************************************************************************************************************Business Response
Date: 11/18/2024
**** you for bringing this matter to our attention. Points on the App account are available for 6 months. After that timeframe they do expire and cannot be redeemed per the Terms and Conditions of the App. Thank you!Customer Answer
Date: 11/19/2024
Complaint: 22496797
I am rejecting this response because:
I was planning to redeem the 1798 points a few days before they expired, but the unexpected destruction from the hurricane passing through was so much worse than even the weather experts thought, which kept me from being able to use them, and so that is why I for the 1st time ever am needing expired points restored. Therefore if McDonalds really is so thoughtless about the issues ****** caused in ********* and elsewhere in ***, that expired points cant be restored, then I need to look into the process to close my account, plus note I am willing to speak to the media about how little McDonalds cares now, as your response has shown me
Sincerely,
***** *****Business Response
Date: 11/22/2024
Points on the App account are available for 6 months. After that timeframe they do expire and cannot be redeemed per the Terms and Conditions of the App. Thank you!Customer Answer
Date: 11/25/2024
Complaint: 22496797
I am rejecting this response because:
My 1798 expired points, which hurricane ****** prevented me from using as planned, have not been restored, as I asking them to be restored, do to the very unusual circumstances which kept me from using them before the end of September, and those circumstances include my favorite McDonalds location getting destroyed by flood watersSincerely,
***** *****
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