Sonic Drive-In — Restaurant in Maryland

A warning to those used to respectable behavior. The general manager Helena is rude, unprofessional, accusatory, and demeaning when handling customers and orders even when she openly admitted it was her mistake to begin with.

Overall, I have loved Sonic for their great quality food (especially since I have food allergies) and customer service. However, the general manager Helena will forever have me thinking twice about ever ordering.

I have had a couple issues the past month with orders and have kindly been offered refunds or replacements on my food. These issues always have happened after 4pm when work lets out on base. After a second issue in one month I was offered a cash refund because it could not be placed back on the card and accepted. Since then, I have visited the location twice, paying out of pocket, but during daytime hours and haven't had any problems. This evening, when going to the location the general manager decided to address my concerns.

Because my husband made the trip, I asked that he hand her the phone so I might discuss this in an appropriate fashion to come to a resolution. Despite being offered a full refund, she "changed her mind" and said we could either take a full refund and she would REFUSE us service, or we could order and receive a 50% discount because we were taking advantage--this is after we were already told we would simply receive a cash refund.

I explained the situation to her again, and after she again refused to listen to me and come to a professional resolution she huffed at me and ended the conversation. I have never been treated so poorly at any restaurant, let alone by the general manager! To be accused of taking advantage and then refused service because she openly admitted she disliked the resolution I'd been previously offered and had accepted is not only unprofessional but outrageous and insulting.

If you're going during the day and not during the lunch rush, I've never had any issues and this is with roughly 30-40 visits since this location opened. However, during the rushes the service and quality of food suffers, and unfortunately it seems the manager of this Sonic has taken it upon herself to demean customers at her unprofessional discretion. Helena, the general manager, clearly has no qualms with dismissing paying customers publicly with rude remarks, constant interruption, and blatant accusations of lying; her temper quickly rose and she took it upon herself to speak over myself and change her stories of the situation and resolutions that had or were being offered to us.

I do understand that despite these order mistakes by the restaurant it is at the discretion of the manager to handle the situation; however, "changing her mind" and making accusations at myself while viciously demeaning me when I question her reasoning and means of coming to the resolution--or lack thereof--that she provided? Completely out of line, unprofessional, and immature by any adult in any industry where customer service is required.

I would think twice about visiting if you expect quality food...

Edited to add new development

Y'all are slapping me in the face with this new email. Talking about we're committed to having the best customer experience. Laughing in my face now. Didn't solve the problem whatsoever.

Damn clown company!

Very poor customer service. And then when you try to give feedback with the company they give you the runaround and ghost you.

Last week I placed a mobile order and was quoted a 5 minute wait time. Pull up to the stall at my allotted time, press the red button and am left waiting for at least 2 minutes. First red flag.

When we finally got a hold of someone and told them that we had a Mobile pickup they said they'd be right out with our food.

Another almost 10 minutes past, still no food. ⛳⛳⛳⛳ We set a timer for 5 minutes and just as we were about to start it our delivery person comes out.

Nice enough guy. But upon pulling out of the drive-thru and trying to get back to the errands we had stopped in the middle of to get a quick bite, we discovered literally all of the items we ordered were ALL cold as hell!

Already running late for our previous engagements we weren't going to turn around and sit and wait another 20-30 minutes to get our order fixed.

So instead we left a review with my boyfriend's acct. Now I wasn't really going to do all this with my main account but y'all have just rubbed me the wrong way. And I have time today to speak my feelings. Because I will be heard!

For just two corn dogs a medium cheddar pepper and a large mozzarella stick you would think that they would be super easy to make. And if they were made fresh like they're supposed to be.... shouldn't they be hot??

So idk what's wrong with this location... Y'all really just serving people old food? I gotta know.

Because we literally sent a review and they told us to contact them via email which I ended up doing and I got the runaround and I'm going to actually attach the screenshots since y'all decided to ghost me!

So be wary of this company. They say they care about our feedback but I was literally offered a $10 gift card instead of the full amount of $17.96 I spent. I even tried to compromise with them for a $15 gift card & was left on read 2 almost 3 days ago.

Not to mention the customer service people literally had me repeat myself three different times on the situation at hand. Kind of ridiculous. You would think there would be a chat log...

I feel like my concerns and questions were left unheard and I feel pretty disgruntled.

So I'm just telling anyone buy or beware of this...

I wanted to make sure I gave this place a fair shot. Today SONIC IN LEXINGTON PARK MD has lost my business. First let me started by saying they were not extremely busy and I have the Google proof to back me up on that. Next they took my order and put it on another stall so I was not able to pay until the grumpy employee came and took my card as if I was inconvincing her. Next I get home which is about 7 mins down the street to cold coffee. I've gotten coffee from Coffee Quarters that stayed hot all the way to work and stayed warm and distance is much greater.

Now on to the food. Me and my son got the exact same meal, #15 egg, sausage, cheese biscuit, w/ TATER TOTS, he got orange juice... I got coffee. He informs me that the egg taste weird and I could understand why. I sit down to eat my meal only to a poorly constructed breakfast sandwich w/half yellow half brown eggs and too thick biscuit and half tater tots half French fries (which I DID NOT ORDER FRENCH FRIES FOR ANY OF US). I didn't even finish my tater tots but my husband did and his carton had a puddle of oil at the bottom. They didn't try AT ALL. Now we all feel sick to our stomach. I would love to go back and get my money back but I may need to vomit after finishing this review (NO EXAGGERATION!)

I've had other issues with this one location including getting extra chocolate chips when I asked for NO chocolate chips, I asked for something on the menu that no one knew how to make, and I asked for a turtle molten cake sundae and I received a shake of some sort, and husband had a difficult time with the staff not knowing how to do a coupon for wings. Please shut this location down, or get new staff that cares. It is giving all Sonics a...