Sonic Industries Complaint - Sonic Does Not Care About Their Customers
CLOVIS, NEW MEXICO -- The Sonic on Prince Street in Clovis, NM has a drive-thru, 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-thru business altogether, and just stick to being a drive-in. In any case, please, pay attention to your customers!