Sonic Drive-In — Restaurant in Waterloo

On Tuesday, 4.14.20 at approximately 5:30pm, I drove through Sonic Drive-In at Waterloo IL. My highest compliments to Customer Service employee Brooke. She greeted me with an awesome professional voice to take my order. She asked the right questions and had my order in a very timely manner. It was fully accurate on the screen. I pulled up to the window to pick up my food and she was even sweeter in person. She made me feel like the most important customer she had ever served. Even though she was wearing her virus prevention mask, she smiled with her eyes and had the kindest voice. In a very timely manner she had my order completed and I was on my way. My food was delicious so many thanks to the food crew behind the scenes. It was such a nice, pleasant “dining experience” from start to finish. I worked as a job recruiter/caseworker for 10 years and even though I have been retired 10 years, I guess I still wear “that hat”. Miss Brooke, with your professional style and your stellar customer service approach, you are going to excel throughout your life....

So me and my boyfriend are visiting his brother, sister-in-law, and niece. We were out and about and decided to grab a bite to eat at sonic. Keep in mind my sister-in-law has had stomach pain all day and thought food might help. We ordered 2 burgers, tots, onion rings, mozzarella sticks, and some drinks. Whenever our food was brought out the carhop just brought the food out and walked away without a word. As we sat there eating we realized that the onion rings were not covered in batter and were falling apart. The mozzarella sticks were falling apart, still cold, and was definitely not cooked properly. There was not enough tots in the package. The burgers were mostly fine. Also, the shake did not have a cherry when we specifically asked for extra cherry. Now usually I do not leave bad reviews but I work at a sonic in Arkansas and this way just no ok. Horrible customer service, uncooked food, not listening...

I really like going to this restaurant because there are few options in Waterloo. I like ordering from the app. There are some consistent problems at this store however. The employees don't seem to read the instructions from the mobile app, and frequently forget condiments. Also, I don't know who's doing the cooking but absolutely every single time I've ordered anything with bacon, it's been cremated. They have way too much ice in the drinks, so that if you don't tell them easy ice, you get about a third of the amount of soda that you should be getting for the size of the cup. This is frustrating because you either get no ice or too much. Also, the Wi-Fi signal is bad so sometimes you have to wave your phone around outside of your car to get a signal so that you can check in. The $1.99 pretzel with cheese...