Sonic Drive-In — Restaurant in Cibolo

I work in the hospitality industry, and so I am usually very understanding of most situations. Do I expect outstanding customer service at a Sonic? No. But do I expect decent customer service? Yes. Unfortunately, at this particular Sonic we seem to always have an issue. I've never said anything until now because I had pretty much just stopped going to this one to avoid further issues. Most of the time I go to the other Sonic on FM 1103 near Green Valley Rd where we have experienced zero problems. But tonight I had to say something. Our ice maker at home broke and I thought a bag of Sonic ice would be nice to have in our freezer until we get our ice maker fixed. I decided to stop at this Sonic because we were close by and thought, how could they mess this order up? There were maybe 2 cars in the stalls, and there was one car in front of me in the drive thru. The car in front of me drove away after speaking to someone. So I thought maybe they were out of what he ordered. I pulled up to the speaker to order my bag of ice and waited, and waited.......I think we sat almost 5 minutes. I said hello a few times and nothing. I started to think, does the drive thru close at 9? So I got out of my car and walked up to the door of the building and asked the associates near me if the drive thru was open. They said yes. I told them myself, and the lady behind me had been waiting for awhile. I was nice about it as these all seemed like young kids. I walked back to my car and a lady got on the speaker. I ordered my one bag of ice and pulled forward. But then the waiting game again.....I thought for sure a bag of ice, we would be in and out. After the lady behind me got her food BEFORE me, I flagged down one of the employees and asked if she could please check on my bag of ice. I told her the lady behind me got her food first and I was worried they forgot about me. She went to check and brought my bag of ice out. She started to walk away and I reminded her I hadn't paid yet.... back inside she went to ring me up and then came back with my card and no receipt. At this point I just thanked her and left. Next time I'll just be stopping at the gas station to get my ice or going to the other one. Seems silly to even go to a drive thru for ice but we thought it would be fun to have until our ice maker was fixed. After almost 20+ min of waiting for a bag of ice and no apologies from the staff, this was it for me. I hope someone can provide better training for the employees at this location. It seems to be lacking basic customer...

EDIT: Jan 13, 2023 update.

Today my wife went to the Schertz Fm1103 location on her way home from work, if I had known I would have told her to go somewhere else. She ordered me a double patty cheeseburger, with NO MUSTARD (expecting a loaded burger with no mustard) and a side of french-fries. She got herself something else, I didnt ask. What I got was a cold double patty cheese burger with which only included mustard, lots of ketchup and 2 pickle slices and 2 tomato slices. The mustard was hidden between the 2 patties. I HATE MUSTARD. Its the reason I order it with no mustard. I nuked the meal for 30 seconds, ate what I could. The fries were disgusting.

THIS WAS THE ABSOLUTE WORST HAMBURGER AND FRIES I EVER HAVE EATEN.

My wife couldn't finish her meal. My stomach is churning as I type this. I am certain, WE will never eat there again. We don't want your coupons or food. I wish we could get back all the money we EVER spent on your food in the past 3 years. Consistently bad. I stopped eating there prior to 2020. It was getting gradually worse even back then. I went back again to see if it had changed in February 2022. Nope. Still bad. At least my order was correct. Food was cold to the touch after being wrapped in original packaging for the 7 to 10 minute minute drive with a single quick stop at convenience store. It was not lukewarm, not slightly warm, it was definitely COLD. Not to mention, their small tots from before is currently their medium tots. They not only raised their prices but also shrank the portions. I will not go back to this...

The Food was good. We ordered the new cheese steak sandwich. Not nearly as much inside the sandwich as pictured or on the ads. Also the cheese sticks were the special today. We really like the cheesy sticks here at Sonic. But, when condiments are supposed to be included with your order as advertised or as you requested in the app, and they continue to not put them in with your order, like the advertised dipping sauce or the mustard with the corn dogs as asked for. Then being burned by this several times, now asking if they are in the sealed bag, the person delivering your food says yes. You get home and they are missing. This has been a real problem with the franchise stores really bad over the past year. I have spoken with several managers about this, including talking with someone about my order today, and they usually give really poor and not proper answers. "Like most people don't use them so we stop putting them in the bag unless the customer actually asks us for them. It's just a wase to give them if they aren't used." That's what I was told today... Becoming so frustrated with this issue, I called the district manager about the problem. He apologized and said that is not how Sonic operates, he actually knows about these type of issues and is trying to correct them. The car hops and folks at the drive up window used to ask you if they can get you anything and used to have condiments with them. I no longer have seen them doing this. Thank you Mr. District Manager for your help and trying to get our Sonics back up to the quality we...