Sonic Drive-In — Restaurant in Nevada

We made an order through the app. 2 chicken sandwich combos. Upon arriving and checking in, an employee comes out and give us 2 sides and 2 drinks. They then inform us the store is out of chicken sandwiches and we should get a refund from the app. I know the physical store has no control over the app and can't process refunds on app orders. However, employees should be trained on what to do in the event of the store not having an item ordered from the app and how to handle that when the customer arrives. You don't get a refund from the app unless you're able to cancel the order a few minutes before your check-in time. If the customer has already checked in then the only way to get a refund is to call the 1-866-oksonic number. All the employees including the manager told me to "just do the refund though the app". I knew about the number, but asked the manager to show me how on the app. They couldn't do it (because that's not how it works). Thank goodness the General Manager was on-site. They were very apologetic and offer to make us 2 different entrees to compensate for the chicken sandwiches. Finally get home with our food to find out one of the drinks was wrong and one of the sides of mozzarella sticks was too overcooked to eat (side by side photo attached). The wrong drink was on us I suppose, should have checked the order...

First, add some gas money into factoring for your meal price…. Sat for 5 minutes without even being able to order.

Next, we added bacon to something and we get “ummm whaat, you don’t realize bacon comes on the other burger?” Yes… yes we did, however we order different items for different people and the person was rude without reason.

Get up and start getting our drinks. Not a single lid was on. 3 out of 5 were spilling while handing them over to us. Then I ask what they are as the lids are not all marked and I get “you can look at them.” Then waited another 10min for the food.

While waiting they served two other small orders behind us.

I also noticed they only had 3 workers inside. One just running a register, another that was doing some work, and the last playing on their phone with their gloves. The manager came out a few times and helped.

We get our food and it’s wrong…. An entire meal was unaccounted for. So I go and ask for it… manager brings 1/2 of it out. So I tell her we are still missing more and I get “they didn’t tell me all that” and gets the rest.

I don’t think any of it was malicious. I truly think they are incapable of proper food prep, proper service, or knowing how to efficiently run a sonic. Never...

So never been to or had Sonic before, basically our first time and was expecting to have a great experienced. Unfortunately did not meet our expectations. As we drove about 25 minutes from Fernley to Fallon and arrive the restaurant for some reason it looked abandoned and so we weren't sure if this place was even open for business. As to what we have seen on social media videos and commercials we parked on the drive up menu screen and pushed the button for service and no response for about 10 minutes so I got off to ask how are we suppose to order or was it just by drive thru and the 2 employees looked at me confused and one responded we will be out shortly and I was like ok. Another 5 minutes pass and an employee comes out with a clipboard and of course she apologizes and explains how all the drive up screens haven't been working for a long time now. Not to mention their ice cream machine broke down that morning so we didn't even get to try their famous shakes. It's okay I know it's not the employees fault but management should look into this and give this employees more help. The food was great but honestly...