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
- 357 total complaints in the last 3 years.
- 63 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:05/15/2025
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.
Complaint: 23335109
I am rejecting this response because:While I appreciate that the ***** reward points have finally been restored to my account, this resolution came only after I escalated the issue through the Better Business Bureau - not through McDonalds internal customer service process, which failed repeatedly.
er been answered, and I have received no resolution. My last two emails have gone unanswered entirely.Rewards points are McDonalds equivalent of currency. If this had been a credit card transaction canceled due to their error, the charge would have been reversed. Instead, McDonalds refuses to refund the points or issue the promised compensation, despite admitting the order was canceled and points were taken.Desired Resolution 1. A full restoration of the ***** points that were taken after the app error,OR 2. A clearly defined replacement deal that appears in my app and can be redeemed for the item I originally ordered, with instructions on how and when to use it.Additionally, I am requesting an acknowledgment that this issue has been escalated internally so that other customers are not penalized for technical failures.
Despite providing all requested information and following every instruction, I was told multiple times by McDonalds customer service that a points refund was not possible and that a replacement deal would appear in the app. That deal never appeared. Only after filing this complaint did McDonalds reverse course and restore the points - quietly, without any notice or acknowledgment in follow-up communication.
Had I not pursued this further, McDonalds would have quietly swept my complaint under the rug with no resolution and no accountability. This experience highlights a much larger issue: the lack of transparency, responsiveness, and problem-solving ability within McDonalds customer support system.
A simple technical error - akin to a cashier charging twice - should have had a fast, customer-friendly fix. Instead, it took over two weeks, more than a dozen emails, and a formal BBB complaint to resolve a minor but legitimate problem.
McDonalds has also failed to address the bigger concern: what is being done to prevent this from happening again?
- Will the app be updated to automatically refund rewards or payments for canceled orders, regardless of payment method?
- Will customer service protocols be updated to allow swift, empowered resolution for issues like this, without weeks of vague emails and deflection?
Until McDonalds acknowledges these broader concerns and demonstrates meaningful improvements, I cannot accept this as a satisfactory resolution. This complaint is about more than ***** points - its about integrity, efficiency, and respect for the customer.
Sincerely,
****** Buys
Business Response
Date: 05/19/2025
Thank you for contacting us. Upon reviewing your account we have awarded you 4500 points for this issue. Thank you,Initial Complaint
Date:05/10/2025
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 keep attempting to order my standard meal on your app and it is impossible to do so. Nearly every day, I order 2 ************* Patties Ala Carte, a Medium Fry and a ***************** Unfortunately, for the last week or so, I've been unable to order on the app and forced to stand in the restaurant at the counter as I am physically unable to order on the Kiosk as well, due to your App Programmer's horrible excuse for programming. It appears that they have marked the Filet O' **** ***** (in the *** CARTE MENU) as a BREAKFAST ITEM, or UNAVAILABLE 24 Hours a Day. I then have to go to the cash register (which wastes my time and money as well as yours, due to having to utilize your employee that could be doing other things and forcing me to wait and have a horrible experience with someone that doesn't know how to get to the ala carte menu).Business Response
Date: 05/14/2025
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.Initial Complaint
Date:05/09/2025
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.
Complaint: 23310343
I am rejecting this response because: doordash is still refusing a refund
Sincerely,
***** ******Business Response
Date: 05/14/2025
Were sorry about your order. Please contact DoorDash at ************. DoorDash will ensure McDonalds is made aware of any restaurant issues experienced, but will directly provide support of your ********** order.Initial Complaint
Date:05/06/2025
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.
Hello,
The location the order was placed at was this address:
******************************
*********************************************************************
USHowever, the problem is more with the McDonald's App customer service than the location itself. The app would not allow the order to be canceled and claimed it was filled while the location was not operating due to a weather warning. I just need this corrected in the app so that I can get my points back.
Thank you,
Alyssa
Business Response
Date: 05/14/2025
I apologize for the issues you have had. After reviewing your issue I have added 3000 points to your App account. Thank youCustomer Answer
Date: 05/15/2025
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. I do hope that improvements to the customer service in the future are considered as this has taken much time for something that could have been fixed in one day if the customer services was working properly and actually reading responses. It also could have been fixed day-of in the app functioned better and allowed for order cancelations.
Sincerely,
****** ******* (******)Initial Complaint
Date:05/03/2025
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.
The McDonald's app, maintained by Mowingo, constantly has problems. Yesterday it wouldn't let me checkout without deleting the discount that was put on it legitimately because I spent over $26. This happens a lot and can sometimes be fidgeted with until it works, whilst starving, but that wasn't the case yesterday. The app mishap costing $5.24 = 20% x $26.Business Response
Date: 05/06/2025
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.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.
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,
******* *****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.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.
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: 04/04/2025
Thank you for bringing this matter to our attention. Unfortunately expired points or deals cannot be reissued. Thank youBusiness 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.
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: 04/04/2025
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 ************.Business 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 & More
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