Sonic Drive-In — Restaurant in Albuquerque

I used the Sonic app for the first time and had a negative experience. Throughout my entire ordering process in the app, nowhere did I see a sentence stating that the stalls may be closed (which is where you are supposed to check in to pick up your food in the app) and that you may have to go through the drive-thru to pick up your pre-ordered food. This is obviously something that all customers should be clearly informed of prior to pre-payment or check-in. It took about 30 minutes from my arrival to finally being able to pick up my meal from the drive-thru window; at which point my shake was half melted and my hamburger was cold. As pre-paying customers ordering through the Sonic app, people should not be offered a specific time that they can pick their food up if the restaurant cannot meet that demand; this is my chief compliant. This is ultimately not the fault of the employees, it is corporate's fault for not clearly stating in the app--or even at the restaurant for that matter--that you may have to enter the drive-thru to receive your food. If corporate is complacent with allowing their customers to be unknowingly ignorant rather than informed (especially regarding this specific matter), I'm assuming they're going to get a lot more reviews like this and are going to have to refund a lot more customers. In turn, it's going to be a sustained hit to Sonic's bank account because they are not conveniencing people by allowing them to order ahead in the app, they are inconveniencing them by not honoring the time that the food is supposed to be ready for pickup stated in the app. This all could have been avoided and I would have not been upset at all if I would have seen at least a small disclaimer noted before I checked out my order and purchased it in the app that stated 'stalls may be closed and you may have to enter drive-thru to receive your food'. Although it's an inconvenience, at least I would have expected it. I'll definitely think twice about stopping next time I'm hungry and see a Sonic restaurant. I may just keep driving and stop somewhere else. I'm definitely getting a corporate refund and a coupon for my bad experience; but in my opinion, refunds and coupons are simply a temporary band-aid applied to a situation that needs completely remedied. This tangent is not for the employees or the specific restaurant I stopped at, as these exact types of problems are nationwide. It's ultimately a corporate problem, not a...

I am totally dumbfounded by the lack of customer service and professionalism at this site. I put in a mobile order for ONE item on 2/4/22 around 10:00pm. Be advised the location closes at midnight. I pulled up to one of the stalls and notified them I arrived. I waited for over 15 minutes but was giving them the benefit of the doubt because I know a lot of businesses are still short staffed. However, another 10 minutes passed by so I called through the box. I waited about 5 minutes for someone to answer and the girl who did was super rude and unprofessional saying the stalls were closed and I needed to go in the drive thru. I explained I put in a mobile order and had been waiting for 30 minutes. She didn’t apologize or anything and just told me I had to get in the drive thru. I explained that there was no notice anywhere that the stalls were closed, I was never acknowledged after checking in (not even a courtesy call to let me know of the predicament) and I wasn’t willing to wait in the drive thru and asked for a refund and to speak to a manager. The girl didn’t answer then proceeded to hang up on me. I tried calling the store to speak to a manager and no answer. After several bad interactions with customers they proceeded to turn the lights off (note they still had a little over an hour). I called corporate and made a formal complaint regarding the situation and the service. Corporate was actually helpful and advised the store canceled the order and refunded me. I also noted another person was having the same issue and that the girl who was answering the boxes flipped off that person multiple times. Requested contact from management. This is totally unacceptable and then to flip off customers?! Are you kidding?! I will continue to call and complain until this is resolved. This is beyond bad service and hard to believe that these workers think they can pull something like this and get...

Update 10-23-24. Unbelievable! Still lousy. After 2 years gotta chalk it up to poor management. Still can’t find their way out of a paper bag, nor get orders right. If possible, I’d give them a solid negative 10! Worst Sonic in ABQ. Worst Sonic in the country that I have visited. Worst!

Another update: 10-19-21 - still lousy, and the order wasn’t right, yet again! WE ARE DONE WITH THIS POORLY RUN LOCATION!

Update: 3-27-21 - still lousy! Gave them another chance a year later...Didn’t get it right yet again. Apparently, it is rocket science. I’d give give negative stars if I could.

Worst Sonic I’ve ever been. I’ve been to Sonics all over NM, Arizona, Nevada, and California. This is the worst. Tried this location 3 times (near our new home). Not once did they get our order right! Unbelievable. Then on time #3 when I called to complain, I was on hold for over Update 7-14-23: At approximately 8:55 PM (1 hour before closing), this location said they were no longer serving ice cream or ice cream products. Unbelievable. The hottest day of the year (103) so far, and they stopped serving ice cream so they could start closing procedures to save time. Wow. This location never gets anything right. Not hyperbole! We’ll get slushes here a few time a month and an occasional meal, but it’s become such a joke….we will never go back. Worst Sonic I have ever visited (all over NM, TX, CO, AZ, NV, or CA). UNBELIEVABLE!!! That’s what you get when you have 12year olds running the joint without adult supervision! I’d give them a negative 10 if possible!

7 minutes waiting to talk to the manager....and then was hung up on. After 4 more attempts of the phone ringing into oblivion, someone finally answered, and I was on hold for 6 minutes....it was 7:55 PM hen I first called... and 8:16 PM by time I actually...