Sonic Drive-In — Restaurant in Texas

4.1.24 I placed an order through DoorDash. I placed the order for a shake (strawberry BANANA, remember this, it’s gonna be VERY important in a second), a mango slush and a sundae. I am sitting here just relaxing with my wife and the next thing I know my phone dings with a message from our DoorDash delivery. The gentleman asks me if Sonic had reached out to me. I was very confused, but responded and told him no. He then says that Sonic canceled the order. I was like, ok? Why? There is a pause on his end as I’m sure he was trying to speak with the employees to figure out what was going on. After a couple minutes he comes back and says, they canceled your order because they didn’t have a banana. I said beg your pardon. I must have heard him wrong. He repeats it. They canceled the order because they didn’t have a BANANA! I then call the store because this had to be some sort of mistake. No way they canceled an entire order over a banana. I get on the phone with the “manager” who tells me from the start “the store didn’t receive payment for the order”. I was very confused because I hadn’t gotten a message from DoorDash nor my bank saying it was declined. I then press and she changes her story “we didn’t receive the order at our store”. I said, that’s so weird because I am speaking to the DoorDash delivery driver right now and he can see the order on his end and is sitting there waiting on the order. She then hangs up on me! I then call the dasher back asking who he specifically spoke to because this woman is claiming she had went out there and spoke to the driver and told him this or that. The dasher gives me the information needed and I call back and ask to speak with the gentleman whom actually physically spoke to our driver. She denied me several times and finally says he isn’t available right now. I proceed to tell her I would wait because I wanted to figure out what was actually going on since she was all over the place with lie after lie. And again she changed the story she says “I already told you what was said!” And proceeds to tell “DoorDash canceled the order because it was an incomplete order”. All because they didn’t have a banana. Completely baffled by the way she spoke to me to begin with, on top of being lied to, on top of the order being canceled to begin with, now I am fuming. She proceeds to set the phone down after I requested yet again to speak to the gentleman who actually spoke to the driver. I sat on hold for about 5 minutes and a very kind and respectful gentleman comes on the line and tried his best to explain the whole situation. After speaking to him I was still very baffled (because when I have ordered from DoorDash before and something had to be replaced or special instructions couldn’t be done, the chosen restaurant, would reach out to me and tell me the item isn’t available, can we replace it, or DoorDash themselves would reach out and speak to me about the issue with the order), I decided to not only drive to location, but also reach out to DoorDash themselves to see if the information I was being told was true. It was in fact not accurate. I get to the location, I speak to a young gentleman about the situation, tell him I plan to speak to corporate, as well as I would be reaching out to a GM first thing in the morning. He was very respectful and understanding and was a bit confused as to why the situation played out the way it did himself. I am astonished by the behavior of a manager #1. I have done customer service for over 10 years and I can guarantee I would have been fired immediately speaking to my customers the way she did me tonight. And for sure after hanging up on a customer. #2 you lied 3 separate times about something that wasn’t even that serious. I just am mind blown. The young men that were working all seemed to be a bit timid about speaking to me about her from the start. Her behavior was unacceptable and they knew and acknowledged it, but were definitely fearful beyond that. Please save yourself the headache and...

So EVERYTIME we went to this Sonic, there was always an issue. From overcooked hotdogs, hamburgers, and tots, to hamburgers made incorrectly, to drinks made without items, to items ordered and paid for not making it into our actual physical order. I’ve spoken to the manager numerous times and they’ve always remade our order better, so we stuck it out with this Sonic because we felt like, at least they were righting the wrongs and that our money was not being wasted. Apparently, that policy is not longer as the manager only offers tots or part of the order to be replaced. Anyhow, we decided to go to the Sonic website and address our concern there. A day later we get a call from the owner. I thought… “wow, maybe they’ll fix it.” I was wrong. I got excuses. Lots of them. And a lecture as if I didn’t know how the world works. Back when I was a kid, Sonic carhops worked for less that what they do now and there was never an issue. This guy is paying his employees $15 an hour and somehow they still cannot manage, which make me consider that this is a training issue, not just a people issue. I get that these kids are young, but they can be trained just like anyone else. It requires consistency and repeating oneself a million times, but consistency all around and sometimes it helps to have visual aids where relevant. In speaking with the owner, it is clear that he has given up on these kids. All he did was badmouth them and didn’t take a lick of responsibility in his part in this. So, we will NEVER eat from this Sonic again. Additionally, this is the second time I’ve posted this as it was somehow taken down. I have no problem coming back to...

I was just accosted by the Manager Adam over cheese sauce. I told the drive-through worker my cheese sauce for my pretzel wasn’t it in the bag and he looked… A minute later I have a dirty, mean and aggressive man literally in my car window demanding I give him the bag of food so he can check for himself. He demanded two more times that I give him my bag of food and his hands and clothes were filthy. Then he said if you don’t let me check the bag I’m going to charge you for the sauce. I told him to charge me because I would not let him touch my food. The drive-through worker comes out with the sauce and apologizes to me. I asked the worker to give me that man’s first and last name. He said I only know his name is Adam and then I said, please go ask for his last name because I’m going to complain about this. Adam opens the store door and screams “MY NAME IS ADAM AND YOU CAN CALL THE NUMBER ON THE BOTTOM OF THE RECEIPT!!!!” Then he slammed the restaurant door closed. It was a horrible experience. I called the 866 number to complain and request a refund. I’m still in shock that somebody with a Manager title can behave that way to a customer, let alone a woman. He had no respect and no awareness of boundaries with how close...