McDonald’s
In 2023 and 2024, McDonald’s received the lowest customer satisfaction scores out of every fast-food chain in the American Customer Satisfaction Index Restaurant Study. The golden arches have become synonymous with complaints about unfriendly service, rising prices, and inconsistent quality. McDonald’s menu prices doubled since 2014, the highest increase of any chain analyzed in a study by FinanceBuzz. Customers report waiting long periods for orders, with some facing confusion over franchisees who refuse to honor corporate promotions. Fast-food chains have a lot of lower-income diners, and those diners are hurting after watching prices at their chosen restaurants soar since 2019. The chaos extends beyond pricing, as app glitches and mobile order confusion create additional frustration for customers trying to grab a quick meal.
Starbucks
Starbucks mobile ordering fails when store processes don’t match customer expectations, with inconsistent standards creating confusion, delays, and frustration. The coffee giant’s mobile app, once considered industry-leading, has become a source of chaos rather than convenience. According to data provider Technomic, about 8% of Starbucks customers waited between 15 and 30 minutes for a drink in the second quarter, compared to virtually no one waiting that long during the same period in 2019. Employees struggle with overwhelming floods of mobile and in-person orders hitting their systems simultaneously. Some stores had wrapped drive-thrus, mobile orders through the roof, and employees reported suffering during outages, with multiple accidents occurring in parking lots. The experience feels far removed from the comfortable “third place” Starbucks once promised.
Chipotle
Analysts found that consistency of portions at Chipotle varied widely, with some locations serving bowls that weigh 33% more than other locations, with one bowl topping out at 27 ounces and another at just 14 ounces. The burrito chain faced intense social media backlash throughout 2024 when customers accused workers of skimping on portions. CEO Brian Niccol disclosed that a company investigation found that 1 in 10 of its restaurants were too meager with their servings. The controversy sparked viral TikTok trends where customers filmed employees making their orders, believing they would receive larger portions on camera. As a result of the portion controversy, Chipotle faced a class-action lawsuit from a shareholder for allegedly misleading investors, and the stock price fell nearly 8% in late October. Workers reported feeling stressed by the constant scrutiny while trying to keep up with demand.
Subway
Subway closed more than 600 U.S. locations in 2024, leaving the chain with fewer than 20,000 domestic restaurants for the first time in decades. The sandwich giant continues its downward spiral, having lost roughly 7,600 locations since 2015. The chain’s restaurants averaged $490,000 in sales per location in 2023, which was up from previous years but still represents some of the lowest average unit volumes in the restaurant industry. Franchisees are struggling under the weight of mandatory remodels and aggressive corporate value promotions. A $6.99 footlong promotion that ran in September 2024 was the latest in a series of corporate initiatives that drew criticism from franchisees who feel their input is being ignored in favor of aggressive pricing. Multiple large franchisees have declared bankruptcy in recent years, with some operators reporting sales down roughly 16% compared to the prior year.
Wendy’s
Wendy’s announced it was taking a hard look at its restaurant count and could close a mid-single-digit percentage of its restaurants, estimated at around 300 locations. The fast-food burger chain has joined the growing list of restaurants closing underperforming stores amid declining traffic. In November 2024, Wendy’s announced the closure of 140 outdated stores in underperforming areas, in addition to 100 closed in May 2024, with CEO Kirk Tanner stating they were just in locations that don’t build the brand. The closures come as the company struggles with the broader fast-food recession affecting burger chains across the country. Fast-food burger chains grew total sales by just 1.3% last year, pizza chains less than 1%, and sandwich chains declined by 3.25%. Despite attempts at value pricing and promotional deals, Wendy’s continues to face challenges attracting customers in an increasingly competitive market.
Domino’s
Domino’s Pizza Enterprises, the largest global master franchisee owning 18% of Domino’s stores, announced the closure of 205 restaurants in February, with 172 of the loss-making stores in Japan. The pizza delivery giant has struggled to maintain its foothold in key international markets while facing operational challenges worldwide. Casual-dining chains outperformed fast-food brands in the first quarter of 2025 for the first time in years, and that trend was almost certain to happen again in the second quarter. Technology investments in artificial intelligence and predictive ordering systems have created additional complexity without necessarily improving the customer experience. The company faces mounting pressure as consumers increasingly compare the value proposition of ordering pizza delivery against cooking at home or choosing sit-down restaurants with better perceived value for their money.
