CLOVIS, NEW MEXICO -- The Sonic on Prince Street in Clovis, NM has a drive-through, in addition to the drive-in slots. They also have the worst possible customer service I have ever experienced. For example, they often run out of the very things they advertise on radio and TV. This morning at 9 AM, they ran out of coffee. Nobody in the building knew how to make more. Worse, nobody in the building cared enough to inform me what was going on, though I could clearly see the drama unfolding through the window.
I, the customer, had to knock on the window. I explained that I was out of time to wait, and asked if I could come back. That was met with hesitation and resistance, and a question about whether or not I wanted hot sauce for my burrito. I said yes, then explained that I no longer had time to wait for the coffee. I did not ask for a refund, because in the past, that has only led to another ten-minute long ordeal involving some manager and the cash register. I was out of time. I drove off coffee-less, and with a handful of ketchup, not the hot sauce that was offered. That happens nearly all the time.
I will not be back to this Sonic for a long, long time. Too bad, because the food is actually really good. All fast food restaurants need to do better at seeing things from the customer's point of view. That little sign when you pull up that says: "We are glad to provide condiments upon request" needs to come down. Why put the onus on customers? If you order fries, the employee needs to ask if you want ketchup. If you order cheddar peppers, the restaurant needs to ask if you want ranch dressing or ketchup.
Better yet, they need to just provide these items that so obviously go along with these type of orders. And if ranch dressing is requested, don't blindly, unthinkingly, throw ketchup in the bag instead. Maybe Sonic needs to get out of the drive-through business altogether, and just stick to being a drive-in. In any case, please, pay attention to your customers!
PLANO, TEXAS -- Until about 2 weeks ago my minor child was employed at a location in Plano Texas. This location is owned by **. There is an employee at this location in management "she is a crew leader" she believes it is OK as she sees this behavior from her manager to yell, scream, and cuss at the associates under her. When my son informed me of this behavior I approached the asst. manager and asked him to please inform the crew leader in question this behavior was not acceptable. The result: the behavior grew worse.
Since the store manager was on vacation we contacted the district manager. We had a meeting with the district manager who informed us the crew leader admitted her behavior and was told that behavior was not to continue. The next day my son was written up twice for things that 2 weeks before by the very crew leader he complained about. When the manager returned he was fired. I have tried on numerous occasions to speak with someone higher up the chain but ** refuses to return my call. But wait it gets better. I went to pick up my son's check.
When the manager handed me the check asked her to please let her crew leader know that coming to my job and telling lies about me to management would not do her any good and to please ask her to stop (she was there in Sonic uniform). The manager, "I have no control over her". I informed her I would be filing complaints against her, the crew leader and Sonic corp with the EEOC and the labor board. As I walked to my car (by the way I have this recorded) she turned to an elderly couple and said "I fired her son he had 3 write ups when I got back what was I supposed to do?" She had no right to tell anyone about that.
And by the way the crew leader who yells screams and cusses and admits her behavior to the district manager still has a job. So beware people this is how Sonic drive in treats its employees. I want to speak to the owner of this location.
BRIDGEVILLE, DELAWARE -- I was so excited when the Sonic opened in Bridgeville, DE. I had visited the one in Wytheville, VA and was super impressed with the value, quality and service. My first three visits to the one in Bridgeville were as expected and I looked forward to having a great place to get a good fast food meal. Unfortunately, my last 3 visits have not been good. On the fourth visit, I was told they could not accommodate the drive in window because the computers were down. Well, this happens and I went next door to McDonald's.
On August 20th, I had just returned home from a 5 hour driving trip and was looking forward to a delicious Sonic burger. It was 8:30 PM on Sunday and I pulled in, used the restroom and sat at a table (which wasn't the cleanest) and proceeded to use the phone to order. I picked up the phone and then waited for 20 minutes and listened to dead silence. Needless to say, I walked out and went next door where in the space of less than 5 minutes I had a burger and soda and was walking back to my truck and utility trailer and on my way home.
On September 8, I stopped for lunch and ordered a Sonic cheeseburger and a cherry cream slushie. Very shortly the food arrived and I paid AND TIPPED the employee. Shouldn't have tipped him. I got a sandwich of egg, sausage and cheese on toast. I called back and was told my food was on its way. This time I got what I ordered but it looked unappetizing. The bread was as if someone had sat on the sandwich with pieces of the roll missing, the burger and bread was ice cold as if it had sat in the refrigerator for a while. The burger looked dried out as did the cheese.
I called back and asked to speak to a manager and was told he would be right out. In the interim, the button on the intercom apparently got stuck and I listened some interesting conversation among the employees inside. The manager came out and said he would replace the sandwich, which he did and it was much better and much fresher. Needless to say, 3 strikes and you are out... I doubt that I will go out of my way to visit Sonic here in Bridgeville again. Also, when I went to contact them to send them this feedback, I could find no email address to write to. So I posted here.
TEHACHAPI, CALIFORNIA -- At 07:25 this morning (20 Apr 06) I drove up to the "box" to order. I was the only person in line and there were no other customers at any positions around the store. Two minutes later I was told to hold on and my order would be taken. Four minutes later I was not called again so I drove up to the window. I looked and saw that there was no one in the store and after another four minutes I saw one female employee. She came to the window and took my order and my payment. I asked if they had just opened and she stated that they opened at 07:00. I sat there, with my engine running for another 7 minutes.
During that time two other persons drove up to the drive-up to place orders and another person pulled up to the remote order positions to place an order. I finally saw the same female employee whisk by and take an order to the car at the remote location, the same car that had pulled up after had placed my order. I tapped on the glass to get the employee's attention but was ignored. I would have driven away but I did pay and wanted my money back. Finally I got the employee to come to the window. I asked for my money back and stated that I had now waited for 19 minutes. She returned my money and I asked for the manager. She stated that she was the manager.
I asked if she was the only employee working at that time. She said yes. I asked for the owner to call me by noon that day and gave her my phone number. I saw that two more drive-through customers had lined up for service. I then left and went to McDonald's where I got my order in 1 minute and 36 seconds from the time I ordered at the drive through. This Sonic seems to feel that they can run a complete restaurant, drive-through, "counter", cook and order taker with one employee. This is virtually impossible.
FORT WORTH, TEXAS -- Now I know why Sonic does not have a complaint hotline or anything on their website to complain. They just don't care. I would be embarrassed to be represented by the managers and district manager in the Fort Worth Sonic stores. Not only did they get my order wrong. But also was uncooperative in correcting it. I only want to be given the food that I order and pay for. The manager there rolled his eyes at me and said the food was given to me. By that I guess he was saying I was lying. So I ask to talk to his supervisor and was told he could not give me his phone number, but would have him call me.
An hour later I get this call from this guy who said he was the supervisor for that area. I let him know that I was only given half my order. I asked for three # 1 meals, but was given only one drink, one order of fries and two burgers. Half the order that was on the receipt. I was calm and did not get angry until the manager started to yell and roll his eyes at me, and that's when I ask to talk to a supervisor. Now the supervisor tells me the manager never yell at anyone. And that he did not have time to waste on someone just looking for a free hand out. I said I refuse to pay and be abused! By Sonic the supervisor said "** you" and hung up on me.
I was really upset and was telling my friend at church about what happened, and that this was the worst service I have ever received at any restaurant. My friend gave me this email to Sonic main office. I sent this same email to them in that one I had the names of the manager and district manager. 3 days later I get and email not saying they was sorry but that he just wanted to meet me somewhere. I told him just to send me a complaint form and I would be happy. You guess it I never heard from Sonic again...
SAN ANTONIO, TEXAS -- OMG! I wish I had read this site before purchasing two gift cards on 12/15. They were stocking stuffers and I ended up only giving out one. However, I thought I would just use the left over one on 12/31. It had never been out of my purse, yet $0.00 balance. I don't have a receipt because of some issue inside. I had waited a long time for the food and the gift cards. The girl brought out the food and I didn't wait for them to figure out what was going on. Well, not a good move on my part. However, I read other complaints that said it didn't matter. Receipt or no, there was nothing Sonic would do.
So, I sent an email. I tried to call. All I can do now is let everyone know what happened. I am in a car pool that stops at Sonic every day. I'm so going to stop that. I am done with them. It is all I can do at this point.
I stop in one of three Sonic drive inns per day. I always get a large route 44 drink. Usually sweet tea to drink. Once a car hop told me I was allowed a refill if I wanted. So I said okay. Today 2-26-11 I went to another Sonic and when half way through, I asked for a refill. They were like, "We don't give refills..... We can sell you another drink". So I said, "No, that's okay... I will go to the other Sonic where I have gotten one before". People, I usually tip $3.00 on a $5.00 order... so it is not like I am asking for too much. I go there daily for Pete's sake!!! By the way, I get my refills at Sonic Nolensville, TN and Smyrna, TN. No refills at Almaville rd. Sonic in Smyrna.
HEPHZIBAH, GEORGIA -- I don't know where to start. It is just too many problems with the Sonic on 2505 Tobacco Rd Hephzibah, GA 30815-7091 (706) 796-7654. Let's start out with a worm in my strawberry/cherry limeade oh, oh, oh and the strings in my java chiller, no wait how about the old crumbling buns, old hamburgers with holes, and charging extra for ingredients that make the product. How are you going to charge me for hot fudge on a sundae when I order a hot fudge sundae. Or charging me for java mix that makes the java chiller.
I have had enough with this location, my next step is a lawyer, the health department, and News 12 on Your Side. I should have done so a long time ago. By the way, if you know someone that works there that trust you a little bit, it's worth chatting with them, they tend to be very honest on "Why you don't want to eat at that location."
BATON ROUGE, LOUISIANA -- During my last visit at a Sonic drive-in I encountered very rude customer service. The young man that took my order was yelling into the speaker. He told me they were closed and then he said "no we aren't." He asked for my order. Before I proceeded, I asked him to lower his voice and explained that he was yelling. It was so loud that it hurt my ear. He told me "I am not yelling" even louder and laughed. I thought this was rather rude. His manager was there and never said a word. Apparently it was the end of his shift because he came outside where he was met by a co-worker who said that he could hear him all the way by the trash cans in the back of the store.
This was the worst customer experience ever. The guy was just rude and malicious for no reason. I will never return to this Sonic!!!
BLOOMINGTON, MINNESOTA -- I pulled into the new Sonic in Bloomington, MN, I pushed the red button and no one came on for 5 minutes. I pushed the button again and ordered a hot fudge sundae and a chiller. After 20 minutes and no delivery, I pushed the button again and asked if there was a problem - no answer or reply. I waited another 10 minutes and left after seeing 4 other cars leave with no food. This is the worst fast food chain I have ever seen and will never return to any Sonic again. I will be calling the parent company today to also let them know about the poor customer service.