Sonic Drive-In — Restaurant in Madras

This was one of the most frustrating and disappointing visits I’ve ever had to any restaurant in every aspect. I downloaded and placed my order on the sonic app ahead of time for pick up at the Madras, OR, location.

When I arrived at the location I attempted to check in but the app said there was a problem with my payment method and the transaction could not be completed. There was no cancel button or option to change the payment method on file. The only option was to call the location, which I did. After quite a number of rings the person finally answered and when I explained the situation they curtly informed me that “they had nothing to with the app.” I asked if I should just go through the drive-thru and order all over again. The person on the line said yes. So that’s what we did.

When we placed our order again though the drive-thru that’s when things got really confusing. I explained the situation with the app again and was again informed that they had “nothing to do with the app”. They couldn’t help me resolve the issue.

So I began to place my order all over again, this time in person. Bizarrely the person taking our order said that I already “got that order” like I was trying to scam them or something. They then read off precisely what I had ordered via the app. I reiterated that I only wished to place my order all over again because the payment didn’t go through on the first order.

At that point my family was famished and just wanted some food. So I said, just give me the same thing that i ordered on the app. After nearly a minute of silence they person at the speaker said they didn’t know what I had ordered. I pointed that someone had just recited my app order to the letter merely a moment ago so that didn’t make a lot of sense. That observation was greeted with another minute of silence. Finally I was allowed to order.

Then we pulled up to pay. The lady at the window wasn’t wearing a mask or gloves! We almost drove away right there but as I said we were really hungry. So we just hoped my child, who’s too young to be vaccinated, didn’t get COVID from your employee.

So I paid, parked and we started to eat. Then I checked the app and it said the first order had gone though finally after all. So in the end I paid twice for my order. Nearly $60! And the food wasn’t worth paying for once frankly. The grilled cheese sandwiches were soggy, the tots were stale and the lettuce on the chicken sandwich was nearly brown.

I submitted this complaint to the help section on the website requesting a refund for BOTH charges due to the issues with the app, the unhelpful and accusatory customer service, the lack of mask and gloves and the food quality (or lack there of) and there only response is a reward for a free burger and medium tots. Not even a large tots. What a joke...

Came into the restaurant drive-thru 5 minutes after happy hour and realized after ordering it was no longer happy hour and then I did not have enough for the route 44 and a large drink I had ordered. Ask them to downsize each drink one and the total came to 5:48 and I had 521 on my card and $0.30 in cash and was unable to purchase the drinks. Understanding that they do not take split payments I asked if they could downsize my large to a medium and was refused because they had already done it once and they weren't going to do it again. Mind you I have been a crew leader at Sonic and worked with them 6 years in my life. It takes all of a few numbers from the crew leader for them to change the drink size. So I went back around and ordered my drinks again and realizing I actually had my credit card with me I ordered you know to route 44 drinks and they were very rude and had the worst customer service I have ever experienced. I absolutely loved working at Sonic because of the interaction with the customer and learning how to be positive and efficient and putting the customer first was always key. This restaurant has no clue how to treat their customers. I know many occasions I allowed the customer to pay you know after 5 minutes from happy hour the happy hour prices or you know they didn't have enough for the original sizes they ordered give them those sizes because what is Sonic going to do with them besides throw them away anyway you may as well allow the customer to keep it as a courtesy. It is just appalling that you know 30 cents short and I couldn't get my drink for me and...

Food was great. Service was terrible. I do not go to Sonic often. I was trying to ask questions and the lady was beyond rude. She kept ignoring me. Then would not take the drink order. When I asked at the window if she had a hard time hearing me she snarkily replied "You said "That's it". It is our corperate policy to end the order and assume you don't want drinks with yours order when you say you are done" 🤦‍♀️🤦‍♀️🤦‍♀️ She was obviously upset at this point as her manager was the one handling my order while she ranted in a rude tone peripherally. Concerned she may have more rant rage in her, I proceeded to turn on my camera to record the remainder of my experience just in case she assulted me in her anger. Upon noticing she began to yell at my window wildly waving her arms. Thinking somehow she might be reminding of a missing item for my order I rolled my window down. At which point she screamed at me telling me I had no legal right to record her in the drive thru. 😅🤣😂🤣 Just for the record anyone can video anything in a public place in the USA as there is no expectation of privacy in public. Especially in this case where I would never publish said video and only ever use it for evidence. Anyhoo, long rant short... I did not find any spit in our food 🤞 but we did feel a bit sick after. 🤮 Botton line, I am no Karen but, what a lot of drama over asking a few ?s am I right. My advice... if you like Sonic and happen to be passing through Madras Oregon, skip it and try another one. If you don't go often or know their menu... avoid it like the plague...