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
- 384 total complaints in the last 3 years.
- 77 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:04/21/2025
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.
Ordered delivery through the McDonalds app. The order did not include 2 Big Macs that were ordered. They do not have a chat service, called to receive a refund and was told I could only receive a partial refund of $3.66. They can see by my account I have never once requested a refund before. A billion dollar company is stealing from their consumers. I did not receive the item and expected a normal refund of the purchase price, the fact they cant even give a full refund of one item is shocking. The order was placed 4/19, under the email *************************** Unable to find any order history or information as the app is incredibly hard to use to get help or find information.
Business Response
Date: 04/25/2025
Were sorry about your order. To report and resolve any issues, first identify who was handling your delivery **** Eats, DoorDash, etc. Check the bottom of the receipt in your email to find out the vendor.
Please contact **** Eats at ************** or DoorDash at ************. DoorDash or ****Eats will ensure McDonalds is made aware of any restaurant issues experienced, but will directly provide support of your ********** order.
Initial Complaint
Date:04/08/2025
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.
Placed an order through the McDonald's app. Order was eventually canceled by McDonald's Corporation customer service *** upon calling for non completion of order. Got an email confirmation that order was canceled and that a refund would be processed. After over a week refund was not processed. Contacted McDonald's via email and sent about 4 emails going back and forth with them about a refund McDonald's confirmed would be processed. Still have yet to receive a refund for an order they canceled after many communications to them regarding issue.Business Response
Date: 04/14/2025
Thank you, records show the points were added back to your account by the customer service department.Initial Complaint
Date:04/01/2025
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.
This complaint is regarding the McDonald's Rewards App. They offer a procedure to manually enter receipt information should you forget to purchase a meal through your App. Although I have failed to avail myself of this option in the past, I did so minutes after making a purchase on 3/15/2025. My receipt information was accepted and I was to receive the $6.48 credit within 6 days. At 10 days, the points were still not credited, so I followed up. The initial Case #******** was set up on 3/25/25 @ 3:43 PM EST. Multiple emails and attached proofs resulted in an eventual denial via a 3/28/25 email from ****** ***. The basis - a missed visit receipt can only be submitted once every 30 days and my Case was closed. I was clear throughout that I had never tried to manually enter a missed visit previously.Whenever you respond to anything, you receive an automated notice that the email address is unmonitored. Mind you, this is to the email provided by their customer service rep ***** at 2:15 PM on 3/31/25. She did give me a new Case referral #******** at that time and was able to review some screen shots that I had submitted for the prior Case. Her explanation was that the receipt copy submitted with my 2 screenshots was too faint to verify. I told her that ****** *** verified all receipt info and this was not the basis for her denial. She assured me that If I could send a legible copy to ****************************************************************************, it would be revisited.On 3/31/25 @ 3:07 PM EST I called "****" - gave him both Case Numbers. He could see the recent one the ***** had set up, but that didn't contain any complaint information and the first Case was EMPTY. ***** had purged it ? I told "****" that I needed a "live" MONITORED email, as ***** did not. He would not provide this. I told him that I had had it and was going to file a BBB complaint as I suspect that the run around that I had received might be a standard business practice with their Rewards App. He hung up.Business Response
Date: 04/04/2025
**** 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: 04/11/2025
Complaint: 23140330
I am rejecting this response because: It took McDonald's 7 days just to figure out that this matter needed to be forwarded to their outsourced Rewards App vendor. The vendor was to respond in several days - they have not. Their lack of internal communication coordination and their failure to properly resolve this matter was outlined in the complaint. This is more of the same.
Sincerely,
******* *****Business Response
Date: 04/21/2025
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. Thank you.Customer Answer
Date: 04/22/2025
Complaint: 23140330
I am rejecting this response because: Please review McDonald's initial tardy response of 4/7/25 referring this to their outsourced ************** App Vendor - it took them 7 days at that time to make that referral. Now, an additional 16 days later, they repeat their same "boiler plate" response. Corporate clearly has a responsibility to monitor the lack of responsiveness of their vendor. The vendor's lack of action commencing on 3/15/25 was documented in my 3/31/25 complaint. Now McDonald's wants us to believe that their vendor has ignored them for an additional 16 days?? PLEASE....
Sincerely,
******* *****Initial Complaint
Date:03/31/2025
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.
McDonalds Guest Relations Case number is #******** I had won a free burger prize from a Monopoly prize ticket. I registered/added the prize to my account. The prize was set to expire on March 31, 2025. I go to use my prize before the deadline and it has disappeared from my account. I contacted ****************** Guest Relations but they're refusing to reinstate the free burger coupon.This is horrible customer service and not how you treat loyal customers,Business Response
Date: 04/04/2025
Thank you for bringing this matter to our attention. Unfortunately expired points or deals cannot be reissued. Thank youCustomer Answer
Date: 04/07/2025
Complaint: 23138693
I am rejecting this response because:The coupon did NOT expire! It was removed by an app error. Please add a replacement free burger coupon back to my account
Sincerely,
****** ****Business Response
Date: 04/14/2025
For assistance with issues in ****** please visit *************************************************************************************************** Thank youCustomer Answer
Date: 04/16/2025
Complaint: 23138693
I am rejecting this response because:
I already contacted them and gave you the case number. They dont even respond to my messages
Sincerely,
****** ****Initial Complaint
Date:03/29/2025
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 a delivery that never arrived, and they are refusing to give me a refund because the system denies it. Why am I paying for something I didnt get?Business Response
Date: 04/04/2025
Were sorry we could not get you your order. To report and resolve any issues, first identify who was handling your delivery **** Eats, DoorDash, etc. Check the bottom of the receipt in your email to find out the vendor.
Please contact **** Eats at ************** or DoorDash at ************.Customer Answer
Date: 04/07/2025
Complaint: 23133406
I am rejecting this response because: I've already done that. That's what I said originally. They said the system was refusing the refund.
Sincerely,
Milesandtalia Blogs & MoreBusiness Response
Date: 04/14/2025
I apologize but all delivery issues need to be addressed by the delivery vendor. Thank youCustomer Answer
Date: 04/15/2025
Complaint: 23133406
I am rejecting this response because: this dont make no sense
Sincerely,
Milesandtalia Blogs & MoreInitial Complaint
Date:03/15/2025
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 use my McDonald's app to buy food Febraury 4, 2025. Despite having clear 5G, the newest version of the app, and no issues with any other usage of my phone, their app crashed which made the deals I was using now invalid as the app thought I had already used them. The drive through could be no help as the deals must be active at payment, which I understand. The only reason I was going to get breakfast here was to use this deal. I reach out to customer service to get my entire $17 order refunded to me as this is not the first time their faulty app offered a deal but by the time I get to the restaurant it crashes and doesn't allow me to use it. I get a response on 2/5 asking me to uninstall my app and try again. Not helpful to what I requested, but sure. I respond, but too late for their liking so the case was closed. I reopen a case on 2/13 and request help again. They respond asking me all about my app version, WIFI, Etc. I give them all the information requested. On 2/14 they said they need their digital team to be brought in. Again, how is that helping my issue? Sure figure out what's wrong with you app, but not on my time. 2/17 they request repeat information of what they already have. 2/20 they respond they need to pass my request to digital team again. I thought this was already done? 2/21 they try to explain why points don't always work, which was not even close to the issue. 2/22 they need to pass my request to the digital team, again. 2/23 digital team again. 2/25 asking the same questions I've already responded to. 2/26 points enail again, still not the issue. Even though I responded same day, McDonald's chat team decided to close out this issue on their own because when I followed up on 3/5 it said it was closed. I offered one last chance for them on 3/12 to have a manager call me before I reached out to BBB, and stated this so when I contacted them. They offered a free beverage in response. I advised them I requested $17 check or a manager.Business Response
Date: 03/19/2025
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: 03/20/2025
Complaint: 23060874
I am rejecting this response because:I was advised several times that this was forwarded to this department (As I notated in my original complaint) and was never contacted by them. I still expect my refund.
Sincerely,
***** ****Business Response
Date: 04/04/2025
Our **************** team has addressed your issue directly. Thank you,Customer Answer
Date: 04/07/2025
Complaint: 23060874
I am rejecting this response because:The issue has still not been rectified. I have never been called, as I have requested numerous times. And as of March 30th McDonald's has closed out their own chain of email communication due to lack of timely response on their part. I responded within hours of their message. They neglected to respond within their own 72 hour time limit. Why does this company expect an answer from the customer within 72 hours but cannot meet their own requirements? I am still awaiting proper compensation and fully believe compensation should be doubled due to the irresponsibility of this poorly managed company.
Sincerely,
***** ****Business Response
Date: 04/14/2025
This issue was resolved through the **************** department. Thank youCustomer Answer
Date: 04/15/2025
Complaint: 23060874
I am rejecting this response because:NOTHING HAS STILL BEEN RESOLVED. They keep allowing the response window to time out. I respond within their allotted time limit (72 hours) and then they take a week or more to respond, if at all. I am STILL requesting a call. Or even them to make good on the offer they provided!
Sincerely,
***** ****Initial Complaint
Date:03/12/2025
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 stopped at drive thru on 2/28/2025 around midnight and ordered the 2 cheeseburger special @ $7.65 and the window attendant gave me 3.35 change from a 20$ bill and no reciept. When i brought this to the attention of the employ that brought the food she was very rude asking me to pull forward and wait so she could count register after a long wait she came out and refused to give reciept and the 10$ owed me saying there wasnt a 20 in the drawer and her sister wasnt a thief. Which i replied that she was a thief and she was a liar. Mcdonalds should pull tape on this and look for a black ****** 4x4 and all of the transaction as i know how much money i gave them and what i recieved back. This is a very serious problem with this mcdonalds. Thank youBusiness Response
Date: 03/04/2025
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: 03/04/2025
***************************************Business Response
Date: 03/19/2025
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:03/11/2025
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 received no warning from the app that those 1995 points (see screenshot) were expiring! ****** sources said the expiration date was 12 months not 6 months! Come on, man! Give me back those points!Business Response
Date: 03/12/2025
Unfortunately we are not able to reinstate expired points for MyMcDonald's Rewards. As a reminder, points expire on the first (1st) day of the month after the sixth (6th) month from the date such points were earned. You can access MyMcDonald's Rewards Terms and Conditions by visiting the MyMcDonalds Rewards Terms and Conditions section found on our website.Customer Answer
Date: 03/12/2025
Complaint: 23042944
I am rejecting this response because:
That doesn't solve me issue. You pride yourself on customer service and now you are showing you true colors! You don't even sign your name at the end of your message because you're a coward!
Sincerely,
****** *******Initial Complaint
Date:02/27/2025
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 didnt receive nothing I ordered and McDonalds is not helping to try to do a redelivery or a refund Transaction date 2/27/2025 Order number KA687656 I just want a refundBusiness Response
Date: 03/04/2025
Were sorry we could not get you your order. To report and resolve any issues, first identify who was handling your delivery **** Eats, DoorDash, etc. Check the bottom of the receipt in your email to find out the vendor.
Please contact **** Eats at ************** or DoorDash at ************.Customer Answer
Date: 03/05/2025
Complaint: 22998914
I am rejecting this response because:
I have contacted McDonald support by doordash and they refuse to do anything. They are not refunding me or setting up for a redelivery since I didnt get what I paid for.
Sincerely,
De DeBusiness Response
Date: 03/06/2025
Were sorry about your experience. Any issues with your delivery would need to be resolved through ********.Customer Answer
Date: 03/14/2025
Complaint: 22998914
I am rejecting this response because: doordash refuses to give a refund but the order was placed on McDonalds app
Sincerely,
De DeInitial Complaint
Date:02/19/2025
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 am writing to complain about McDonalds large coffee cups and the lids. These cups leak coffee and have been now for almost 8 months. I have contacted the local restaurant and complained to the manager. He understands but is limited on what hes able to do because its corporate who provides the product. I have contacted the customer service email and the response was I should considered using a straw.This is a quality control issues and the product is faulty. This happens in every single large cup of coffee I get from the ****** McDonalds. It also happens as I travel and purchase large coffees around the state. I do not notice it happening in a medium size or small size it just the large. I have spilled had hot coffee leak on me more times that I can count over the last 8 months staining my clothes on the way to work or church and also burning me.This is unexceptable and whats more acceptable the company has nothing to say about it accept they are sorry and use a straw.Something needs to be done about the quality of the cup and lid and it needs to be replaced. At this point every cup of coffee I get I have to wrap a napkin around to to catch the leaking coffee. Please ask them to take this matter seriously. Someone is at risk for injury and its ridiculous to have to have coffee stain your clothes in the way to a business or churchCustomer Answer
Date: 02/10/2025
The location of the McDonalds in question is the ****** Indiana Business.
although there have been other McDonalds this has happened at including ********* ******* , ******* *******, *********** *******. It is a corporate problem. Because all McDonalds use the same cups.
please let me know is if you have further questions.
****Customer Answer
Date: 02/20/2025
I am writing to clarify for you that the address of the corporate McDonalds is *************************************************************
I have already contacted the US customer care through email and filed a case that case number is ********. they have been contacted and received multiple emails prior to ever contacting the Better Business Bureau because I was unable to solve the problem with them personally. their answer to me was I needed to use a straw to drink my coffee. if you read my complaint, that is all included. I am personally asking you if you went to a restaurant and you ordered a cup of coffee and it happened to you every single time you got a cup of coffee at that restaurant and it spilled on you and stain your clothes and burnt you with your solution be to tell the customer to use a straw, especially for coffee. As Ive explained this isnt unacceptable answer to me. This is a quality control issue and it needs to be addressed by the corporation because the products they are using are failing again thank you for your time and let me know if theres anything else that you need ****.Business Response
Date: 02/20/2025
I'm sorry you were disappointed recently with the quality of our packaging. With every customer, we're committed to serving quality products. I have shared your comments with our ***************** team, who works closely with our suppliers to ensure all of our products meet our quality standards.Thank youCustomer Answer
Date: 02/21/2025
Complaint: 22915499
I am rejecting this response because: this is not sufficient.i request a follow up. Someone needs to visit the ****** business and sit down and use the large cups/lids while drinking a cup of hot coffee and see the results. The cups need to be replaced with cups that are not faulty.
simply reporting it is. Ot sufficient
Sincerely,
**** ******Business Response
Date: 02/26/2025
Thank you, this with be reviewed internally. Your feedback is appreciated.Customer Answer
Date: 02/27/2025
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,
**** ******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.