Sonic Industries Complaint - I'll have the #1 with a side of attitude...
FARMINGTON, NEW MEXICO -- My daughter and I just finished coming from a movie, and since she skipped dinner and went swimming earlier, she had quite the appetite. The first place we came across was a Sonic. I was driving my 2002 Chevy Silverado (foreshadowing), and drove past the dine-in area where you can park and eat, and onto the drive-thru area. The intercom (order box) is on the backside in the middle of a U-turn. There are yellow pylon-like barriers on the outer edge (passenger side). The barriers leave very little room for any vehicle other than a compact or mid-size. Being in the Silverado, I pulled around the outside of them, as though I was just going to drive through the parking lot. I then checked to make sure no one else was in line or coming anytime soon, and then began to back-up to the intercom from the front side.
As soon as I had my truck positioned, a young man (presumably 16+/-) then came over the intercom and asked me to pull all the way around the building, past the pick-up window and all the way around from where I just came from. ???? I asked him what the problem was. I thought for a split second that maybe I hadn't tripped their sensor, but then immediately realized that I had to have, or else how was he talking to me, without visual eye contact.
The next response uttered from his mouth nearly floored me. He said because I had backed in, and they don't like people doing that. ???? I said, "Okay, well my truck didn't fit thru the U-turn, yada-yada-yada, but I'm here now." Can you still take my order. If his first statement wasn't shocking enough, the next sentence flabbergasted me. He said I STILL needed to pull around because "he saw me back-in". It was as though he was attempting to play a power trip. He physically wanted to see me pull around or else he wasn't going to take my order. ???? I told him that I am sitting at the intercom, regardless of how I arrived there, so would he please take my order.
That's when things got interesting. He snaps, "FINE...WHAT CAN I GET YOU THEN"! I said I would like a #1 (Sonic Burger w/ fries & a medium Dr. Pepper). He began asking mayo, mustard, or ketchup...fries or tots, etc...and cutting me off each time before I could complete my answer. My daughter said, "What's his problem"? I told her I'm not sure, but I've had enough of this conversation and condescending attitude for one night. I asked to speak to his manager. A few seconds later, a very polite woman asked me to pull forward to the window. She was very apologetic and sincere, and asked me to repeat my order. I did and she rang up the transaction very professionally. End of story, right?...WRONG!
This is where things really take off and escalate. A different young woman, about the same age as the young man I dealt with earlier on the intercom, comes to hand us our bag of food (no drink). She slides the window open and literally STARED at my daughter and I for what seemed like an eternity, with the cheesiest smirk I have ever seen in my life. No exaggeration! The look on her face spoke with a sarcastic tone saying, "Go ahead...enjoy the spit." My daughter looked at me and said, "What was that all about?" I said, "Okay, then you saw her expression too. It wasn't just my imagination." I then yelled through the window (not because I was mad, but because they closed it and couldn't hear me), "Excuse me!" The manager slid the window open and asked what else I needed. I said that they hadn't given me my drink. And I also questioned her as to the attitude of the lady that handed the food to us. She asked what I was talking about. My daughter and I both explained the sneer and smirk she had given us. Again, the manager apologized. She was very professional. As she was talking and apologizing to us, another crew member (thuggish looking) was peering through the window over the manager's shoulder. I asked her what his problem was, and that I didn't need an audience and didn't appreciate the intimidating feeling my daughter was beginning to have. I could tell by her body language that she was getting extremely uncomfortable. The manager then asked me to calm down. I politely told her I was very calm, that is was in fact the rest of her crew that needed to calm down.
I asked for the store #, along with the General Manager's phone number. Being that is was pretty late, I'll have no choice but to visit in the morning. It comes as no great surprise to any of the regular members on this site just how much I eat out at fast food restaurants. Let me tell you...I WILL NEVER EAT AT THIS LOCATION AGAIN. Somethings I can let slide, while others I cannot. This is falling under the latter of the two. I will contact the General Manager tomorrow, and if I don't feel an acceptable resolution and apology has been made to my daughter and I, I will take it a step further and go to corporate. I will keep you updated for those that are reading this review.
P.S.-The manager on-shift that night (sorry I didn't catch her name) was EXTREMELY professional in dealing with me as a customer. It was the other three employees that have no business whatsoever in the customer service industry.
FYI...I drove down the street, ordered McDonald's and threw the bag of Sonic in the trash. We both looked at each other and were FULLY convinced they spit in it or something worse.