Sonic Drive-In — Restaurant in Gilbert

My experience at this franchised Sonic location was not only appalling, and frustrating, it was deeply disappointing. As someone who has frequented many Sonic restaurants and typically enjoys the quality of both food and service, this visit was not only unacceptable but also damaging to the integrity of your brand.

I was initially served food that was clearly past its prime — particularly the fries, which were stale, cold, and inedible. My order was incorrect on multiple occasions, demonstrating a troubling lack of care or quality control. Wanting to give the store a chance to correct the issue, I drove back to the location to speak with a manager directly. Unfortunately, what transpired next only worsened the experience.

I addressed my concerns with the person identified as the General Manager, Barbie. While I calmly explained the issue, she stood silently, visibly annoyed, and uninterested — offering no apology, acknowledgment, or professionalism. While I waited for my order to be remade, I observed her go behind the window and spend the entire time glued to her phone. At no point did she check on the food, engage with staff to ensure it was being corrected properly, or show even the most basic level of customer service.

When I received the replacement fries, they were somehow even worse than the original batch. It was clear they had simply been re-fried rather than freshly prepared. They were dry, tough, and incredibly hard — like biting into overcooked croutons. I was stunned that any restaurant would consider this an acceptable response to a customer complaint.

I later called the location to speak to the same manager, only to be met with further attitude and dishonesty. She claimed to have personally watched the cook drop fresh fries — a claim that was clearly false based on the quality of what I received. When I calmly pointed out the poor handling of the situation and asked for the owner’s contact information, she refused, stated she was the General Manager, and then abruptly hung up on me.

This experience was disgraceful from start to finish. The food quality was unacceptable, the service was negligent, and the management was completely unprofessional. I urge you to investigate this location and take appropriate corrective action. This franchise does not uphold the standards your loyal customers expect and deserve from the Sonic brand.

Do yourself a favor and do NOT go to this location. Barbie the “general manager” will make you lose your faith in humanity and...

The quality of everything at this location has gone to $#/! We do mobile orders and this morning we waited and watched 4 drive through people come in after us get helped first then another at a stall. My wife is now late getting ready for work and all we ordered was 3 drinks no food nothing else. We got our drinks right This morning, I say that because lately it's hit or miss. I order sweet tea and the new blond girl always gives me unsweetened or something else, idk if there out and not asking me if I would like something else or if she doesn't care??? When drinks are all you order you should get the right ones and THE RIGHT SIZE STRAWS TO DRINK THEM. When its a mobile order for drinks and people come into the drive through 25 to 30min after your sitting/waiting and they still get there drinks and food then leave.15min later I stood at the door made notice all our stuff had been sitting on the table I had my wife honk once not long or excessive but we needed to get home so she can get ready for work. Our experience today and last few weeks has been terrible. I want to say with all that it's disappointing, I always praised this location in the past as the absolute best in the valley. WHAT HAPPENED?!?!?!

I want to make note the manager decided wait to make everyone's things then just bring them all out at the same time. DEFINITELY DEFEATED THE REASON MOBILE ORDERS EXIST. This leads me to suspect it's a management program. Especially after reading the other reviews now it's truly sad.

I also see all you offer to anyone is a number to bring it to your attention, I thought that is what we did making the review. if you offer the number I'll follow up with it but I will also take a video of everyones post and complaints that you have dodged and share them with news as well as other social media outlets. You will be held accountable I was very disturbed reading your reviews and to find out it's not random mistakes. There's neglect or negligence going...

We ordered a #2 meal which is a super sonic double cheeseburger upgraded with tots and a Route 44 cherry vanilla Dr. Pepper drink. What we got & realized when we took it home all the way across town was a single, plain hamburger, tots and a Route 44 grape added to something I couldn't identify the soda drink. NOT WHAT WE ORDERED-HAMBURGER OR DRINK! We tried calling once we discovered this and the phone number listed goes to a spanish speaking answering machine. We tried to call a few more times and same thing. We then called the corporate office and talked to them about it. They verified the phone number is what we had but said they'd contact the mgr and have them call us. We waited several days then called again, first the number of the Sonic Drive-thru itself. A spanish speaking lady answered and I kept asking if this was Sonic. I finally got a "no, no Sonic." Obviously they have the wrong phone number listed, both online and at corporate (seems like someone would do something about this & I'm the first to notice this???). So I called their corporate again and got ahold of customer service again. Same lady so I told her again what happened. She looked up my complaint and checked the number which I promised belonged to a private citizen and not Sonic. She then said she would contact them and have them call me right away. This was almost a week ago now and I'm getting really fed up with Sonic. They either aren't following up with the manager at the store or the store isn't following through with calling me. I don't want a replacement now, I want my money back. I know it's over a fast food meal but it's the respect that is missing to treat a customer this way. I don't want Sonic to have my money because of...