Sonic Drive-In — Restaurant in Franklin

I had a horrible experience at the Sonic on Murfreesboro Rd in Franklin, TN, on Thursday, Feb. 27, 2025. I ordered a cup of hot water to mix with my latte powder from home—something I was willing to pay for, though the waitress didn’t charge me. However, when I took a sip, I was shocked to find the water wasn’t just hot—it was scalding to the point of burning my lips, tongue, and the roof of my mouth. The pain was immediate and intense, leaving me in tears, and four days later, my mouth is still sore.

I brought this to the attention of the manager on duty (a man in all black with blondish-brown hair), but instead of showing any concern or apologizing, he dismissively said, “Well, you did ask for hot water.” I explained that the water was dangerously hot—far beyond what is safe for consumption—and that the thermostat should be adjustable. Afterward, I wondered if he had taken the water from the tap instead of the coffee machine.

Still in pain on Sunday, I returned to speak with the Assistant Manager, Maria, hoping for some resolution, but she had no idea how to handle the situation and simply shrugged, saying, “I don’t know.”

As a loyal Sonic customer—especially for drinks—this experience was beyond disappointing. Customer safety should be a priority, and serving water at a temperature capable of causing serious burns is unacceptable. The lack of accountability from management only made things worse. Until they take this issue seriously, I won’t...

So I went there twice. They do not have patience and ends the call even before I got done ordering so needless to say my order was incomplete. Second time I went during happy hour (close to 5 when happy hour ends). I ordered a milkshake and again they cut me off before I could change the size. Not only that but they didn’t give me the happy hour discount. I called them again and this time the guy answering the call was bilingual but English was not that strong so he asked another guy to deal with me. By this time it was 5:02 and this guy said that I can’t get the happy hour deal because it’s after 5. I told him that my first order was before 5 which got messed up and not only that but I didn’t get a discount. He said he can give me 10% discount but definitely not the happy hour discount. Why do you have calling system if you do not have patience. You could just make those screens touch screen and automate everything so my order won’t get messed up twice in a row. I refuse to go there now. I just hope it was this particular sonic that doesn’t have patience with the customers. I have ordered multiple times at Wendy’s and McDs and I never have this issue. They take time and wait for the customer to finish and not just that but they will also confirm the order before finalizing it. Very disappointed at the customer...

worse service Came by had two separate orders. The chili cheese dog meat was sour tasting. Had two chicken sandwich's, one was pink in the center, and the other one had a burnt bun. I called for a refund an the Manger was super rude about it. The Manager asked for us to bring back the chicken sandwiches. I handed her the bag of food back, and watched her carry the food back into Sonic. I thought that was a health violation, especially since we are still in a pandemic with COVID. The Manager finally gave me a refund for the cash order only, but still can't believe someone would take old food back into a kitchen, instead of throwing it away. Its like she had to see proof that the order was messed up, before she would give me a refund. The lady also charged my credit card twice, still waiting for a refund on this. Will not be...