Sonic Drive-In — Restaurant in North Platte

Worst customer service experience I’ve ever experienced. My family is traveling home from Colorado - we have a 14 hour drive. We stopped at sonic since it is right off the highway. We ordered several combo meals as appetizer foods & milkshakes. We first parked to order, pressed the button several times & never got a response. After 10 minutes, we decided to go through the drive thru. There were 2 cars ahead of us. We repeated our order several times & waited in the drive thru for almost 40 minutes. By the time we got to the pickup window, the worker who looked like he rolled around outside & hasn’t showered in weeks says our total was over $40, hands us 2 shakes and told us to have a good day. My husband told him that we ordered food & should have a total of 4 drinks. The guy closes the window while my husband is mid sentence & is still confused when he opened the window back up. That repeated itself at least 2 other times. My husband told him what should have been on our order & the guy starts reading off the receipt while digging his dirty non gloved fingers through the bag of food he said was ours. We then mentioned how the order still wasn’t correct & how he was just digging through our food with his dirty hands so he gets frustrated, closes the window & begins speaking to an older lady next to him. The older lady comes to the window saying we need to pay an additional $9+ for the drinks that apparently weren’t rang up initially. My husband said he just read off the receipt the combo meals we ordered, the lady proceeds to throw our bag down on the counter hard enough where I could see fries fall out of the bag & walked away. We sat next to the window that was closed for almost 5 minutes before some younger lady with long brown hair who I believe is the manager named Marissa or Melissa tells us that they are refusing to serve us or they’re going to call the authorities. At this point, I’ve had enough & my husband is trying to give back the 2 shakes we didn’t order back to them. They refused to take the drinks back so he set them on the outside bricks of the drive thru window. They had already charged our card for the over $40 order so we asked the younger lady if they were going to refund the order since we never received food nor drinks. The young lady said she was going to refund the money & when we asked for a receipt she slams the drive thru window closed and we can see & hear her bitching to the other workers about it. By the time we were pulling out of the drive thru, there were over 8 cars wrapped around the building for the drive thru. We checked the bank account after we left & went to another food place, they not only charged for the $40 order but also charged an additional $16 for something else.

It is one thing to get flustered when a customer expresses that the order is incorrect, but it’s a completely other thing to get an attitude about it and proceed to throw the bag of food down on the counter so it spills. The young gentleman looked absolutely disheveled and was digging his hands through the food. Who would want to eat their food after seeing something like that?! The other older lady looked like she was shooting heroin & snorting lines on her breaks. My husband calmly explained that this entire experience was awful & that customer service does not exist the young lady said “noted. leave now or we’re calling law enforcement like I said” and then my husband tells her that he is law enforcement and you could tell she was taken back by it. We called shortly after about the additional charge on the card & we could tell that she was frantic.

If I could rate this a negative number I would. Absolute disaster. Workers are absolute trash. Poor staff. Poor management. Run down location. I will be contacting corporate about this. Those 3 individuals...

To whom this may concern this is more directed the higher managers than the store managers of Sonic franchise: I have been in North Platte since the end of January. When I had my order of food I had nothing but politeness from the staff and they try to do the best as they can but they were short-staffed. Then as I need to pick up some extra income by doordashing I saw what was happening behind the scenes. Speaking from a worker and also used to be a manager (not of Sonic INC). I am appalled and disgusted that you will let the store go to all amounts of hell. I have seen more workers come and go more than the customers. You constantly will not give relief to your workers and get more hired. Then on top of it because all the customers that are below me are complaining about service because they don't have the workers there to have high volume production. It seems as though you care about profit over productivity. If that's the case I think you should close the store down because obviously you do not care about your workers you care about numbers and everything else versus the sanctity and sanity of your workers under the Sonic umbrella. If I can give every last worker that was was working for Sonic five stars when I saw them and did not leave or stayed under the scrutiny of hardship in that building. I think business-wise you should close down the store compensate who's there and start all over again because what you're doing to those workers and what you doing to that building is general is repugnant, disgusting and downright disrespectful. Now this part is to all the employees that I have worked or is currently employed at that store Sonic franchises does not give a damn about you then these unintelligent management that want to have the title of district, area, or VP. God bless you to all the store employees of Sonic and to the higher management that doesn't care I hope you trip over...

The speaker in the drive thru was broken so we sat at the picnic tables in the front of the building to order. We waited for 10 minutes for someone to respond in the speaker. During that time a girl had come out to take an order for a family next to us, so we asked her to take ours. She gave us the death stare the whole time. While we were ordering from this girl, the girl came over the speaker and the other girl left half way through our order so we had to restart our order. when they answered the girl was extremely rude-seemed like we were a waste of her time. After ordering we waiting 15 minutes for our food and left....we opened up our food and our order was completely wrong and was not fresh at all. The only thing that was right was our drinks. So we turned back around. I had to knock on the door and nobody would respond when they were all standing right in front of me watching me knock. I opened up the door and asked for a manager. I told her our order was wrong and was cold-one of our meals was supposed to come with onion rings toast and gravy- none of that was in there. I said no cheese or mayo on my burger-that was on there too! My fries were cold and soggy. The manager asked how I wanted to go about fixing it-I advised that the people that worked there were extremely rude and would like my food the way I ordered it, she even wrote it down. So she brought new food out-she even made me verify everything was right before we left....NOtHING was changed-it was the same as the first!!!!! Then she said I have a new cook.....really how do they not know how to read what is on a piece of paper!!!!!! This was my first experience to sonic and never ever will I go...