Complaints

The 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:Service or Repair Issues
  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 came through the drive thru at the ******************** in ******* location at 10:30pm tonight and when I tried ordering a carnal frapp. I was told that they closed down the machines for cleaning. This is now the 4.5$ night I a row where *** got off work and tried to get a caramel frappe at McDonalds and every night so far Ive been told either the machines is broken, or then machine is closed for cleaning, or just simply no. This is total bull as any other McDonalds Ive ever been to never tried to tell a customer no or lie to a customer about the **** ice cream machine being down. I constantly have issues with this location and this is why I am making this complaint because something needs to be done about the employees who work there as theyre not polite but very rude and love to tell customers no any chance they can. Not only that but if it states on the menu and the app you can get the item, then I should be able to purchase it.

  Customer Answer

  Date: 08/11/2024

  The address of the McDonalds is ******************************************************************************

  the manager that was working looked to be a female but was growing a *****. Just for references. 

  Business Response

  Date: 09/25/2024

  This letter is in response to Case ID ******** filed by
  ******* ****** on 8/19/2024.  We are
  aware of Ms. ******’s dispute.  We tried
  to assist Ms. ****** with her dispute but because of the lack of cooperation from
  Ms. ******, we were unable to issue a refund.
  
  Initially, Ms. ****** reached out to the McDonald’s Corporation
  through our online mobile feedback platform for an order that she was not able
  to receive on August 2, 2024.  She had
  filed feedback that she was not able to receive a Large Caramel Frappe on
  8/2/2024 due to equipment failure which was communicated by the staff at our McDonalds
  location.  She was instructed by crew that
  since it was a McDonalds mobile order that she cancel the order through the app
  and the charge would be refunded.
  
  Ms. ****** contacted McDonalds Customer Service on August
  4, 2024, to help her resolve this issue. 
  Since it is a refund issue the McDonald’s corporation forwards this
  feedback to me who oversees the refund processing of McDonald’s mobile orders
  for this location 1500 9th Ave Station Mall Altoona PA.  When the feedback was sent to me, I was on
  vacation at the time, so it did take about two weeks for me to follow up with Ms.
  ****** regarding the transaction.  I have
  attached the email that I sent Ms. ****** instructing her that I would need the
  last 4 digits of her card that was used or the amount of the purchase, so that
  I could issue the refund.  Ms. ****** was
  not able to provide this information and seemed to be irritated by the wording
  in her email.  I then tried to contact
  Ms. ****** via telephone to explain why I was requesting that information for proof
  of purchase. I called Ms. ****** on Wednesday August 28th, at 8:15
  am and left her a detailed message.  I
  then tried another follow up phone call on Thursday August 29th but
  did not leave a message for this phone call.
  
  At this time, we feel we did our due diligence in trying
  to refund the purchase for Ms. ****** when she failed to communicate or show
  any proof of purchase of the item. 

  Customer Answer

  Date: 09/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am rejecting this response because for one yes you sent me two emails, one you told me that I needed to show you proof of the receipt from when I placed the order on the app-this was two weeks or more after the date that it happened so therefore I no longer had the receipt and told you and whoever I spoke to on the phone this as well. You then sent me a second email, and very rudely told me to gather the information off my app. Do I did go on to the app which I still have btw, and NOWHERE does it have the order receipt! I then again told you that in yet another response to your email and then never heard anything back in regards to the issue. 
  the point isn’t about getting what? A measly $10 back, it’s the principle that not only wasn’t I given the items I ordered due to your employees shutting down machines way before your closing time, but then as a manager you not only came at me with an attitude-you deny helping me or even looking in your own system for the receipt which I very well know you could’ve done, but didn’t because you refuse to take responsibility for your employees actions. don’t try and lie and say you called me several times because I had absolutely no missed calls nor do I have any voicemails from you.
  
  
  
  Regards,
  
  
  
  ******* ******