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.
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:09/18/2024
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 second time my ap for McDonalds does not work and at that time had over ****** points and now about the same.This is a rid off and McDonalds benefits because I cannot redeem.
Business Response
Date: 09/24/2024
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:09/17/2024
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 was offered double points with a purchase through an email advertisement I received on 8/1/24. I made a purchase based on this promise. McDonalds did not deliver what was expected. I notified them of their error and answered all questions they asked of me through over a dozen emails. They refuse to honor their advertisement/offer. They claim it was a mistake they made 1/31/24. My purchase was made on 8/31/24. I provided McDonalds twice with proof of purchase as well as a copy of their offer I received on 8/1/24 and a explanation.Business Response
Date: 09/16/2024
I am sorry we are an independent owner operator in ****, *************, and ************ and do not have any control over the app. You will have to contact back to McDonald's Corporate. Thank you!Customer Answer
Date: 09/16/2024
My complaint is to McDonalds corporate with who my problem occurred.Business Response
Date: 09/24/2024
Thank you for bringing this matter to our attention. Upon reviewing your account we have credited your App account for 3000 points. Thank you.Customer Answer
Date: 09/25/2024
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:09/05/2024
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.
Every time the McDonalds app has me re-verify accepting the updated T&C and log back in, it treats me like a new profile and all my points go missing. This has happened like 3 times in the past 8 years and Ive lost possibly close to ****** reward points in this way. The most recent time this happened last month was the straw that broke the camels back of my patience.Business Response
Date: 09/16/2024
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:09/03/2024
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 Aug 2, 2024 I ordered some Mcdonald's for my 7 yr old and myself which included 4 double cheeseburgers and a basket of fries. However when order arrived it contented a Big Mac meal, a four piece nugget happpy meal , an apple pie , fruit punch frozen drink and apple juice. I immediately called doordash who delivered the food. I called the driver immediately and he told me to call doordash to inform them of the wrong order. They asked for the oder number. I gave it to them however when tring to give the number. I noticed the order was supposed to been for **** eats customer the driver mixed up the orders. When talking to doordash they stated that the order of $33.99 would be canceled and my money refunded in two to three days as of Sep 1, 2024 it hasn't hit my account as of. I've called and spoken to mcdonalds representatives, and supervisors on Aug 2, 9, 20, 26 2024 and each time I'm being told the refund of $33.99 was released on Aug 2, 2024. But yet each time I call I'm also being told that they launched an investigation and it will take 7 days to complete. Well, as you can see 7 days have come and gone a few times. I'm looking to get my refund back that I was originally promised, please help!! Thank you in aadvance. Also, told by supervisor, **** and repre, ****** that there was at least three iinvestigations going as of Aug 26, *****. With no response as of yet! Order placed at McDonald's on ********************************, *** at 8: 58 pm. Aug 2, 2024.Business Response
Date: 09/16/2024
Were sorry about your order. To report and resolve any issues you would need to contact DoorDash. Please contact DoorDash at ************.Initial Complaint
Date:08/25/2024
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.
THE MCDONALD'S APP HAS DEAL. THESE DEALS SHOULD BE AVAILABLE TO ALL WHO HAVE AND USE THEIR APPBusiness Response
Date: 09/06/2024
Thank you for bringing this matter to our attention. Please make sure location services are set to "On" in the App for the device. Different stores have different deals and we want you to have the most updated deals to take advantage of. With location services on, we can also show you nearby restaurants.Initial Complaint
Date:08/23/2024
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.
The McDonald's location on ******************************** got my order wrong and did not want to fix my order, very unprofessional and rude when your spending so much money. They lost my business due to their rude unprofessional employees.Customer Answer
Date: 08/30/2024
The business resolved our concerns and which to close our the complaint, Thank You.Initial Complaint
Date:08/19/2024
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.
This complaint is regarding an incident that occurred on 4/2/24. Ticket # LX15-1116656. I used the mobile app to order/pay for my lunch. I opted for curbside pickup and pulled into stall 3. I notified my arrival and then received a message that curbside pickup was not available and my order had been cancelled and I can request a refund. Well, I have been pursuing this refund of $8.19 for 7 plus weeks. My last email response from them was 4/15/24. My case # is ********. I have made several attempts since then to get resolution and have gotten nowhere. In my last email to them on 5/21/24 I informed them that I would be contacting the BBB for help with this if no resolution was in sight. I am beside myself that this mega-billion-dollar-company can do something like this. Registering a complaint in the event that this is a habit that needs addressing. It would also be nice to finally get my refund. Thanks in advance for your attention to this matter.-***********************************Business Response
Date: 08/02/2024
This is from the McDonald's location at **********************************************************. If this consumer's order was indeed cancelled through the App as she said it was, per our process, we would not have collected the payment or she would not have been charged by us. Any complaint dealing with the App should be handled by McDonald's corporate, headquartered in *******. This is not our complaint.Business Response
Date: 09/16/2024
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: 09/19/2024
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:08/19/2024
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 account has been unfairly locked out of using mobile pay in the McDonald's app. The support team repeatedly insists that I have violated their terms of service (although I have not). Although the support team generally refuses to provide any further information or offer any means of appeal, it was suggested on one phone call that it may be due to fraudulent activity on my account (even though no such fraudulent activity has occurred.) This restriction on my account makes it impossible for me to fully use the services at virtually any US McDonald's location, as curbside pickup is only possible via advance payment through the app.Customer Answer
Date: 08/19/2024
The location of the business in this complaint is the McDonald's corporate headquarters as per their website:
McDonalds Corporation?
*********************************************************************************?This is because the complaint is regarding the McDonald's mobile application, where McDonald's Corporation is preventing me from using curbside order services at any and every US McDonald's restaurant location that supports curbside delivery.
Business Response
Date: 08/27/2024
After considerable review, we have determined that your use of the McDonald's Global App has violated our Terms of Service: ******************************************************************************;.
As a result, you will no longer be able to fully utilize Mobile Order & Pay functionality. You may still utilize the app to create your order and earn loyalty points. However, to complete your order you will have to pay via cash or card at the front counter, drive-thru window, or KioskCustomer Answer
Date: 08/28/2024
Complaint: 22161561
I am rejecting this response because:This response is exactly what has been sent to me via email previously. My whole complaint is that the McDonald's tech support team will not explain HOW I have supposedly violated their terms of service, and after my own considerable review of the terms of service, I maintain that I have not violated the terms of service, and that my ability to use mobile pay must be reinstated.
Sincerely,
*******************Business Response
Date: 09/06/2024
After considerable review, we have determined that your use of the McDonald's Global App has violated our Terms of Service: ******************************************************************************;.Customer Answer
Date: 09/09/2024
Complaint: 22161561
I am rejecting this response because:I did not violate your terms of service. You have failed to provide any evidence that I have violated your terms of service.
Sincerely,
*******************Initial Complaint
Date:07/30/2024
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 went into McDonalds on ************** in *********** to pickup an order I placed through the mobile app. One of the items in my order was a $5 double cheeseburger value meal. When I arrived home there were no patties on the burger. I contacted McDonalds corporate. They did not offer me a refund or point adjustment even though I paid via the app. They gave me a case number (********) and said they would escalate this to a refund department. It has been two weeks and I havent heard from anyone or received anything. I called them today and they say someone tried to reach me but was unable to. I never received a voicemail or email from McDonalds. If I dont receive a refund, I will be filing a complaint with the Attorney General.Customer Answer
Date: 07/31/2024
This issue is resolved. Please withdraw my complaint.Initial Complaint
Date:07/23/2024
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.
Date 7/23/2024. 3:10 PM. Order 2 Quarters (onions only) with cheese, large fry and small drink. In drive thru. Mgr comes out, states they have no onions. I said ok, I had been on diet for months and was craving this way was only way. I requested refund (I paid cash, *****) I would gladly pay for the drink. The mgr said, she was in from another store and did not have keys to access the register and do refunds?? I have never heard of this. My option was to get other food or wait 45 minutes for next mgr to come in. HOW can a business be open and not have the ability to give refund? This blew my mind. The Mgr (***) was very nice as we discussed but she said she had nothing she could do. I want my ***** back! I did not wait or want other food. I also want to hear from the regional manager to understand HOW this can happen? What process is broken and what are they going to do to fix this? I am 65 yrs old and never seen this. She said she could not open register. I asked, how did I get this dollar and .25 change back? Someone opened a register? Just take $20 out next time its open. Put a note in it so mgr can fix it when he comes in> I was a Mcdonals employee. Back in *****. Crew Chief, Assistant Manager in Stores in ***** and ******* **. Its not rocket science to figure out how to get customer his money back and correct the ledger later? I live 45 minutes away just passing through. So returning was not an option.Business Response
Date: 08/01/2024
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: 08/01/2024
Complaint: 22033259
I am rejecting this response because:Store is in ***************, apparently the mgmt can't read either. This was on my complaint form to McDonald's and BBB????
Sincerely,
*****************************Business Response
Date: 08/06/2024
Thank you for bringing this matter to our attention. We have forwarded this complaint to be reviewed and investigated at the store level. Thank you!
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