ComplaintsforMcDonald's

• Initial Complaint

  02/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Thursday morning I placed an order with the McDonald's app. When I went to pick it up, the cashier said I still owed $2 because the full charge of $4.59 did not go through on the app. I have never had that happen, and my bank did not notify me of any charge at all, so I asked why I needed to pay if no charge was even made. She immediately called for a supervisor or manager, I'm not sure. He was a white man with dark hair, a blue denim button up shirt, and glasses. He cancelled the order and rang it up again. I asked him what I should do if I get charged twice. He said "you won't". I ased "but what if I do?" FOUR times. FOUR times all he would say was "you won't". So I handed him my card, and sure enough, before I even got to the next window, I got two different charges for $4.59. In addition to the lie that it won't charge me twice, McDonald's also lied about a partial charge coming through on my card. When I got to the next window I asked to speak to the manager again because he lied to me, and I needed to get a refund ASAP. I waited there for 20 minutes, he never came out or spoke to me again. I was not offered a refund, in fact, I was completely ignored after that. Now, because of these charges, my account is overdraft and I will have to pay overdraft fees. I want a FULL refund in the amount of $9.18 immediately, as well as $105 to cover the three overdraft fees incurred due to this incompetance. I also want the employee who lied to me and treated me with utter disrespect fired. This kind of service is unacceptable and is so bad it has cost me over $100! I will not stand for this and I will not be returning to ANY McDonald's. I have gone here all my life but this is shameful behaviour.

  Business response

  03/07/2022

  We have reached out to the customer involved in this case to no avail via phone and email.  The customer was offered an onsite refund the day after the issue occurred by the restaurant manager.  We have refunded the customer for her mobile order charge of $4.59 on 2/22/2022 after learning of the issue in our main office.  The mobile order refund can take 5-10 business days to be credited back to the customer, so she may not have received the credit when filing her complaint.  The $4.59 can only be refunded in store with the card presented.

  We reached out via phone on three different days and reached out to her via email on 2/25/2022 regarding getting her refunded for the $4.59 in store and she has not responded.  We feel that we have exhausted all options to correct the situation on our end.

  Customer response

  03/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me, but I do not trust McDonald's nor the BBB to do anything about it, so I feel I have been given no other option but to accept. I have dealt with it with the bank and will no longer be patronizing the McDonald's franchise. I never received anything at all from the business but a letter stating that McDonald's will be working harder on their customer service. Nothing else, not a single call, no offers for refunds, not in the form of letters or calls, and as I stated originally they refused to speak to me in person. This entire experience has been nothing but unacceptable and NOTHING was done by the business, other than making up stories. I am appalled. I thought there was some sort of protection for customers from businesses ripping people off, but I guess that was an unrealistic thought. I can't believe businesses are allowed to act this way.
  
  
  Nichole Petersen

*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. ↩