Sonic Drive-In — Restaurant in Florence

This location can be good at times, at least during the day when David or Jonathan is there, but at night is a different story. Not all the night crew is bad, some have attitudes, but they still do their jobs. We have had some issues with the night crew like the wrong drinks or the occasional mishap with any food/snack we order, but we deal with it. My daughter & I get drinks from here and when we do we order them on the app since happy hour is any time and we come here daily. Most of the staff knows us, so when we arrive and check in our drinks are brought to us quickly. There are many times that we pull into the parking lot and our drinks are brought out even before we check in which is awesome! On 6/11/25 at 11:51 am, we ordered drinks, and as usual David brought our drinks out quickly and he is always friendly. Later that day, we once again placed via the app at 9:34 pm while we were sitting in stall #2 which included our 2 drinks and chicken bites. Once the order was placed my daughter waited a couple of minutes before checking in because we know it may take a minute for the order to show up on their screen. We checked in and the screen told us our order was in the kitchen as usual. As we were sitting there waiting on our order, a very large group of teenagers came in and was standing on the patio ordering things and they were extremely rude and impatient to the staff. Yet, they came in after we did and place their orders after we did, and their items came out and they ate and started leaving and we still didn’t get our order. The staff walked out on the patio SEVERAL times and saw us and know us and yet we still didn’t get our order. The screen did say someone was headed our way, yet it didn’t. Several cars came after we did and went through the drive thru and they were getting their orders quickly! We were infuriated so we left the stall and went to the drive thru. Forgive me, because I am horrible when it comes to names, but I believe the employee was Amaya and she is typically their nightly and knows us asked when we placed the order and then asked what we ordered and told us to pull up. Once we got up to the window, they got our order out which is funny because the chicken bites were sitting in a bag that had been sitting on the counter since we entered the drive thru because we could see it when we headed to the speaker. We also asked for a receipt, and she couldn’t find it. Here is what INFURIATED us the most… We were there from 9:30pm to 10:18pm, they couldn’t give a receipt, our drinks weren’t even filled up completely and the chicken bites were COLD and tasted like they were made a week ago! Service was the worst and I do promise this that we will not be coming to the Sam Neace location for a while if ever again! We wasted 48 minutes and over $14 on garbage!!! Then add the Sonic app that doesn’t function the way it once did, and I am about to never come to any sonic! Happy hour is anytime via the app and yet, when you order you must use the reward to get them half price. The problem with that is if you have other rewards, you CAN’T use them because you can’t use more than one reward per order. Also, it is ridiculous that you can’t change your email address on there and to change it you MUST create a new account. The issue with that is you can’t put in your phone number which is required because it was used with your old one and when you contact customer service, they tell you that they can’t help you just to get another phone number…. SERIOUSLY? Sonic doesn’t care about...

The guy who took my order over the intercom was not friendly. His name is Thomas. As I waited at the drive thru he was crouched and smoking his vape. Pretty gross since you’re in a kitchen and I could see inside to the store. The older woman, Kyleigh, was also pretty rude- no customer service skills at this location. My tots were old, not fresh so I asked her if I could have new tots made fresh and I told her they tasted gross bc the oil was old or something. She didn't respond and just turned around and yelled, Thomas she wants new tots because "they're gross", and he got up and stormed off. I saw all of this lol soooo when she came back she was laughing and didn't say anything to me- so I just screw it and asked for a refund. She said the new tots took only 2 minutes and I asked her if the process for the refund is lengthy and she it takes 7-10 business days to get it back. I held the urge to crash out bc I’m too old to do that anymore so I waited for the tots. I ordered two tots originally and Thomas came back with 1 tot. And honestly, I didn't have the energy to say anything. I got home and chicken tenders were hours old- you could tell. I don't usually say stuff like this bc it's so "Karen" but I work hard for my money and no one got to eat anything...

This happened a few days ago. I don’t like to write reviews when my blood is still boiling. My wife is type 1 diabetic. They gave her a regular dr. Pepper instead of a diet. Not a big deal at first; people make mistakes all the time, and that’s ok. I walk up to the door to get a replacement and two employees greet me. I state, “we ordered a diet and got a regular are you able to replace this for us?” They state, “We are out of diet and that’s why we gave you a regular.” My mind was blown by the ignorance. It’s unreasonable to expect every employee to understand how their actions might effect any given medical condition. However, IT IS A GIVEN (even for restaurants half as costly with cardboard for food,) that SOME form of higher management, educates their employees to keep them from potentially putting their customers in the hospital. After the incompetence I’ve witnessed at this location, I’m never going back. To everyone else reading this with a health restriction, I recommend that you avoid this...