Customer Complaints Soar as McDonald's Faces Criticism Over Prices, Quality, and Service

McDonald's is facing growing criticism from customers over rising prices, declining food quality, and service issues despite reporting positive same-store sales for 13 consecutive quarters.

Despite Continued Growth, McDonald's Faces Rising Customer Complaints and Lowest Satisfaction Scores

The assertion that McDonald's is a fast-food juggernaut would be an understatement. Mickey D's is the largest restaurant chain in the world, with over 40,000 locations in over 100 countries. It is profoundly ingrained in popular culture and is responsible for creating some of the most iconic fast-food items, including the Oreo McFlurry and the Big Mac.

As Eat This, Not That reported, McDonald's reputation among its supporters appears to have deteriorated in recent years despite its continued dominance in the restaurant industry. The volume of consumer criticism on social media has been rapidly increasing. Additionally, there is evidence to support the negative trajectory. The burger giant garnered the lowest customer satisfaction scores of any fast-food chain in the annual American Customer Satisfaction Index (ACSI) Restaurant Study in 2023 and 2024.

That is not to suggest that McDonald's is at risk of losing its fast-food dominance shortly, if at all. The company has reported positive same-store sales for 13 consecutive quarters and is expanding at an unprecedented rate. Furthermore, McDonald's and its cuisine continue to garner the admiration of numerous clients.

Nevertheless, the overwhelming number of complaints indicates that many individuals are losing interest in their former favored dining establishment. Here are some of the most vehement criticisms McDonald's faces in 2024.

McDonald's Faces Backlash Over Rising Prices as Customers Seek More Affordable Alternatives

The most prevalent grievance that McDonald's customers have expressed regarding the chain in 2024 pertains to its pricing. McDonald's has been subjected to a torrent of criticism from consumers who contend that the chain is no longer as cost-effective as it once was. Since 2019, the company has reported that the average prices of Big Macs, 10-piece Chicken McNugget meals, Egg McMuffins, Quarter Pounders with Cheese, and medium orders of fries have increased by 21%, 28%, 23%, 27%, and 44%, respectively.

Joe Erlinger, President of McDonald's USA, stated in a May open letter that the prices of numerous items have increased at a rate lower than the inflation rate and that their affordability remains consistent with that of other quick-service restaurants. Nevertheless, many consumers continue to believe that McDonald's value is less robust than it once was.

"People went to McDonald's because it was cheap. Now that it's like $10 a meal, there's no reason to go," a customer commented in a Reddit thread about the chain.

"When a plate of General Tso's [chicken] and fried rice is $10.45 after tax at the Chinese spot across the street, it's hard to justify $12 single burger combos. I still eat fast food, but if I want burgers I make them at home," another person wrote

Franchisees Refusing Promotions Add to McDonald's Customer Frustration Over Rising Costs

McDonald's is not only more expensive currently, but some stores reportedly refuse to honor promotions that would enable customers to save a significant portion of their hard-earned money.

More than 95% of McDonald's American locations are owned and operated by franchisees instead of the company's corporate entity. Those proprietors are responsible for establishing their prices, and customers have reported that certain stores are inclined to refrain from offering advertised discounts and coupons. This has become a significant source of frustration for the individuals affected.

"My local franchisee-owned store always has mysterious 'server issues' and doesn't accept app coupons, rewards, or give points for any orders placed in person, on touchscreens, or drive-thru," a Redditor shared. "You must order ahead in the app and sometimes they mark themselves 'busy' and completely opt out of app orders too."

"If you can't even get your franchisees to participate in your app offers, the only thing that makes your prices reasonable, why the hell would anyone go?"

Customers Criticize McDonald's Food Quality and New Burger Recipes Amid Rising Prices

The actual cuisine has also been the subject of complaints, in addition to its pricing and discounting policies. The food is perceived as "meh" by some, who contend that they can obtain superior quality cuisine at other chains for a comparable or higher price.

"It's literally cheaper to get a meal at In-N-Out and they're my favorite," one Redditor noted.

Some individuals prefer to avoid the revised burger recipes introduced at McDonald's restaurants nationwide in January of this year. The company implemented over 50 modifications to its signature burgers, such as substituting softer buns and incorporating white onions into the beef patties while still on the grill. McDonald's claims these are their "most craveable burgers yet," but some customers still favor the older versions.

"Their new recipes for the burgers are also very bad and I miss the old recipe," a Redditor commented.

Frequent Order Errors and Poor Resolution Efforts Frustrate McDonald's Customers

McDonald's has ample opportunity to enhance its order accuracy per consumer. Although the ordering experience can be unique for each visitor, specific customers have reported that their local stores consistently make errors when fulfilling orders.

"Of the five times I have gone there this year, they have gotten something wrong every single time without fail except for when I just got a Diet Coke," a customer lamented on Reddit.

"Same. Except they gave me a Diet Dr. Pepper when I ordered a Coke," another Redditor responded.

Fans have reported that resolving order issues can occasionally result in even more complications.

"There is too much finger-pointing and a lack of accountability. My local store can't seem to ever get an order correct. If you report an issue through the app with your order, corporate immediately closes the ticket and says 'they have alerted the franchise' then nothing happens," a Redditor said.

"Some franchises have an email you can send feedback to as well but that's another dead end. For the prices they're asking it's no longer worth the trouble," they continued.

Photo: Microsoft Bing