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: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!Initial Complaint
Date:07/23/2024
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.
I placed an online, curbside pickup. After 15 minutes of waiting and seeing only 4 cars leave the drive thru I decided to leave without my order.Mind you, I used to work here. I'm giving up on the whole situation...I have given them a chance because my kids are all about a frozen drink and some fries.Whenever we seem to cruise by the establishment, their managers are outside talking, smoking and obviously avoiding the customer. As this was going on the night we ordered thru the app. One manager was sitting at the table inside with a few youngsters, another one outside flirting with girls and another worker doing the same.I'm now to the point of informing headquarters about the shenanigans that continually take place while people simply want their food.Get a new squad *********** or do us a favor and come to freaking work.Customer Answer
Date: 07/23/2024
Well, let me tell it how it is
My order was placed online. My phone has since broken and wont work to obtain that order.
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
Better Business Bureau:
Please, let it be known, this was an online order. The amount for a frozen (med) cola and an order of $1 fries I ordered through the mobile app. I want to say the total came out to $4.31. I have since lost use of my phone and do not have any way to give an attachment.I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, albeit, a credit would be sufficient for the disappointment, time wasted, and ignorance of the employees.
***************************************
Sincerely,
*****************************Initial Complaint
Date:06/22/2024
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 McDonalds off the McDonalds app Uber eats delivered to the wrong address and I still havent received my refund. Uber eats tells me its McDonalds fault and McDonalds tells me its Uber eats fault.Business Response
Date: 07/01/2024
Were sorry you had issues with your order. To report and resolve any issues please contact Uber Eats. Please contact Uber Eats at **************.Customer Answer
Date: 07/01/2024
Complaint: 21871015
I am rejecting this response because:I have contacted Uber eats numerous times and each time they tell me to contact McDonalds directly. I call McDonalds and they tell me to call Uber eats.
Sincerely,
***************************Business Response
Date: 07/05/2024
Were sorry you had issues with your order. All delivery issues need to be addressed by the delivery vendor. To report and resolve any issues please contact Uber Eats. Please contact Uber Eats at **************.Initial Complaint
Date:06/17/2024
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.
Made an order over $50 at this merchant and when the order was missing items and made entirely incorrectly, corporate McDonalds pointed the finger at the delivery service (doordash). ******** states they can't take responsibility because they didn't take the payment (order made through McDonalds app) and to contact the merchant. After telling this to McDonalds they repeatedly gave the number to DD support and have now begun to ignore the emails on my open case. I still don't have a refund or a solution. These two businesses keep pointing fingers at each other hoping the customer will get tired of trying so they can steal from consumers while refusing to fulfill orders.Business Response
Date: 06/24/2024
Were sorry about your order. To report and resolve any issues, Please contact DoorDash at ************. DoorDash will ensure McDonalds is made aware of any restaurant issues experienced, but will directly provide support of your McDelivery order.Customer Answer
Date: 06/26/2024
Complaint: 21861103
I am rejecting this response because:As shown in my first set of submitted photos, doordash will not take responsibility for an order made through the McDonald's app as they don't have access to the payment information. You need to stop pointing the finger before I just get the entire order refunded through my bank. This particular store also has health department complaints incoming for fly eggs on the food from the same morning of the order mentioned in this complaint.
This is a MCDONALD'S issue, not a delivery issue. The food was made and packaged incorrectly which doodash has 0 control over. I want my money back for incorrectly made and missing items.
Sincerely,
*********************************Business Response
Date: 06/28/2024
Were sorry about your order. To report and resolve any issues, Please contact DoorDash at ************. DoorDash will ensure McDonalds is made aware of any restaurant issues experienced, but will directly provide support of your McDelivery order.Customer Answer
Date: 07/01/2024
Complaint: 21861103
I am rejecting this response because:
This is a copy-paste response to avoid taking responsibility for your restaurant forgetting to pack food and make it incorrectly before pickup. I will be contacting my bank for a full refund now, instead of just asking for what was missing.
Sincerely,
*********************************Initial Complaint
Date:06/06/2024
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.
Today is Thursday, May 9, 2024, and this is my complaint. I placed an order today 5/9/2024 through Grubhub.com for some food from the local McDonald's fast food retailer close to where I live. I placed the order online at approximately 6:21 CST and the online timer showed that my order should arrive between 6:47-7:02. At approximately 7:00 pm I went outside to stand on my porch to await the delivery for approximately 10 minutes but the driver did not show up. I went back inside to the computer to see if maybe the order was delivered to the wrong address but again the computer still showing the order to be delivered at 7:01. I then returned back outside to wait for my order. The driver finally showed up approximately between 7:20-7:24. I came inside to feed my small grandchildren, myself and my oldest son. Immediately I felt the food and it was all very cold to touch. the french fries (3-medium size) orders, 2 small cheese burgers, 1 chicken sandwich, and 1 DBL Quarter Pounder with Bacon. All of the food was cold. I called Grubhub to express my dissatisfaction with cold food and the quality of consuming cold food which has a pepensity to carry bateria like salmonalia. I spoke to the supervisor on call ******* at ************ who informed me that he could only give me a 20% discount which can be applied towards a future order. I retorted that I did not want a discount but please refund me the full amout of my purchase. The complete order is a disaster. He again stated he could not do that. I am filing this complaint because my order was not to my liking, the food was cold and dry like it had been left under the light or perhaps it was from the previous day, nonetheless, it was not palatible. I want a complete refund for the amount I paid $35.40 (does not include a $2.50) tip. Please help me resolve this issue as soon as possible. Absolutely no discount or credit. Full refund is requested.Kindest Regards,*************************** ************Customer Answer
Date: 05/21/2024
My name is *************************** and this email contains required information to support my case against McDonalds.
Please see below the location.
McDonalds11210 W Airport ( inside ******* store)********, Texas 77477************Kindest***************************************Business Response
Date: 06/13/2024
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: 06/13/2024
Complaint: 21692151
I am rejecting this response because:Please see below the location.
McDonalds
11210 W Airport ( inside ******* store)
********, ***** 77477
************
Kindest
***************************
************
Sincerely,
***************************Business Response
Date: 06/17/2024
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: 06/18/2024
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,
***************************Customer Answer
Date: 08/02/2024
Complaint: 21692151
I am rejecting this response because:Hello, my name is *************************** and the above referenced complaint number involves my initial complaint filed with the BBB back on May 9th from the BBB website against McDonalds in my local area.
It's been over 60+ days since I initially filed and at least 2 months since I've had any feedback on the outcome of my complaint. I asked for a full refund of the purchase price and I would like a status update as soon as possible.Please contact me via email at: ************************* or phone call at: ************Respectfully,***************************Initial Complaint
Date:06/06/2024
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 have contacted the McDonald's corporation numerous times over the past four months via the apps customer service site, the ********************** number provided by the app after formally submitting a complaint, and via email. Initially my complaint was to inform them of my inability to complete transactions on the app. According to the apps terms, I should be able to select rewards/ deals posted on the apps site, move the items to my cart, select a store front where I'd like to pick up my order, and prepay for the order on the app. However, after utilizing the app (IN THIS MANNER), using/ selecting the methods provided on the app ******* pay, PayPal, and my bank card uploaded on the site), the app stopped allowing me to submit payments. You can only purchase deals by prepaying on the app. Therfore, the corporation is discriminately denying me the ability to utilize the deals/ discounts offered that is provided by selected store fronts. Select storefronts provide app only deals/discounts. After months of back and forth with customer service due to their extremely slow and def response. I was ultimately notified that i was "violating" the terms of the app. Initially their response was to have me apply methods to self fix/ troubleshoot issues with the app, that had they actually taken the time to read ANY of my written complaints, they would've known that I had already numerously performed those troubleshooting methods. Rather than fix the app they tell me that I'm in "violation". The company fraudulently posts rewards and deals that evidently they must have no intention of honoring. I have ONLY used the rewards posted and paid legally with legally obtained funds from teaching at an ISD or my partners law enforcement career. We ABSOLUTELY are not criminals, nor have we misused the account. I have only submitted payments posted on their app and prepaid accordingly.Business Response
Date: 06/13/2024
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.Customer Answer
Date: 06/14/2024
Complaint: 21811435
I am rejecting this response because: My issue still hasn't been addressed. It has been deferred. This has been their go to tactic. They defer me to another deportment, then the other department sends a blanketed response that is unrelated to or fails to address the original complaint. I will have to see what is said and done moving forward.
Sincerely,
*******************************Business Response
Date: 06/17/2024
Thank you for bringing this matter to our attention. This issue has been forwarded to our mobile app team. The customer should be hearing from them shortly. Thank you.Customer Answer
Date: 06/18/2024
Complaint: 21811435
I am rejecting this response because: They continue to send the same response with no satisfactory resolution. Therefore, my response will also remain the same. I am rejecting this response because: My issue still hasn't been addressed. It has been deferred. This has been their go to tactic. They defer me to another deportment, then the other department sends a blanketed response that is unrelated to or fails to address the original complaint. I will have to see what is said and done moving forward.
Sincerely,
*******************************
Sincerely,
*******************************Initial Complaint
Date:05/31/2024
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.
I attempted to get food in the drive thru before work and paid for the food. However, after waiting for an extremely long time I had to leave before my food was delivered. I attempted to call them after leaving to get a refund. I was placed on hold and the employee never got back to the phone. Ive emailed McDonalds customer service which I was told to file a complaint at the store.I then emailed the company that owned the franchise. A person by the name of ***** asked for my details, including the last 4 of my card, so I could get a refund. That has not happened and its now been over a week. I attempted to email her again but its now just radio silence. I want my refund and compensation for time spent dealing with the awful service.Business Response
Date: 06/07/2024
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.
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