Sonic Drive-In — Restaurant in West Jordan

They didn’t get my order right even after 3 tries. It wasn’t a complicated order, a cheeseburger with no mayo or onions, add bacon. First time, had mayo.

It took a long time for the second one to come out. When it did, it was was meat, cheese, bacon, ketchup and mustard. No lettuce, tomato or pickles. So, I walked to the door since the first time they couldn’t understand what we were telling them on the speaker. I knocked on the door. The girl who saw me held up a finger for me to wait. Fine, she was busy. She finally comes to the door and I tell her my burger is still wrong and ask for a refund. She says she has to get her manager. She goes back in and talks to another guy. He comes out and asks what is wrong. I explain it again, he says okay, let me get my manager. So I wait again. Finally the girl who came out the first time comes out and I explained again. She asks if they can just add the stuff to the burger. I said fine.

A few minutes later a different girl comes out and gives me my burger and two coupons. (A joke, a free hot dog and 99 cent French toast sticks.) First bite, onions.

So we go back. I get out and go to the door again. I knock. The girl who had me wait didn’t turn around, so I knock again. She finally turns around, gives me an annoyed look, turns away to talk to someone. The manager comes to the door asking what I need. I tell her it’s wrong again and I just want a refund. The girl who brought out the third burger asked her “what’s wrong with it” in an annoyed voice.

I finally got my refund, but I’ll NEVER go back to this location.

Suggestions:

Give your employees some power to correct an order, don’t make them go through a manager.

Don’t make the customer explain a problem to two different employees that can’t help resolve it. The second guy was not helpful or necessary.

When re-doing an order, read it back to make sure you know what they want.

Teach customer service, multiple employees acted bugged by me.

If you’re on the third attempt at an order, you should not only get it correct, you should refund the customer without them even asking.

Addendum: my son wanted a treat from Sonic after a baseball game, unfortunately, this was the closest location. Well, after sitting at one station to order for 5 minutes with the call light on, we moved to another station thinking maybe it wasn’t working. 7 more minutes with the light in and still no acknowledgement. So we left. Avoid this location...

0 stars if I could. We went 5/15 after happy hour to get something. There was a car in front of us but we were at the mic at 4:08 to order. They told us they'd be with us in just one moment. Well after 15 minutes no one had said anything else to us. I asked twice if anyone was there. After getting no response we pulled up to where they give you your order. We waited for 5 minutes there trying to get someone's attention and no one would even acknowledge us. So I pulled around to the car side ordering and pressed the button. Pretty quickly someone answered and I told them what happened. They said, 'Oh yeah the mic is broken'. I said someone talked to us at first on it and if it broke that quick you didn't think to wave us through or tell us or try to get our attention?! She just said, "oh...sorry...what can we get you?' And so I asked for the happy hour pricing. I know that's kind of petty but I wasn't asking for anything for free and I felt they should help us out somehow?! And then this lady has the nerve to tell me just one moment, and then proceed to come out to my car and talk to me directly. She then completely changes her story and says 'we are not that kind of place that'd make you wait. You were not waiting on us' and implied I'm just lying to get a deal. First off, what happened to saying the mic was broken?? So I told her no, we were definitely waiting over 10 min with no one ordering in front of us or you guys helping anyone else, it took forever, and I'm not even asking for it for free, I'm just asking for something to help. And she said no, you weren't waiting on us. So I asked her if she has cameras and she said yes. At this point I wouldn't order anything but I said well pull them up because I'm that confident you had us waiting for a long time. And she says, "Oh well I can't pull them up to look at them...we can't do that..." And I just started to drive away just telling her, well perfect, if you want to look though that's what happened." What a jerk, it's like well lady if you can't do a discount just tell me, but don't come out and call me a liar and say it didn't happen because when you call out my judgment that's where you went wrong. She could've easily just said I'm so sorry but we can't do that discount and I probably would've ordered. But no, she had to come out and call me a liar. And lady, reading the reviews, it looks like you are that kind of place that these things...

This location is absolutely atrocious! Do not go here unless you want them to tell you that the incorrect order is correct and that we don’t know what we actually ordered.

When we first got there we waited about 10 minutes before they finally asked for our order, then the speaker wasn’t working so she kept saying “What?” to everything we said. She then comes outside and asks about one of our drinks and tells us it’s a blended drink, which it isn’t, and we told her we wanted the drink that was on the menu.

We ordered 4 slushee drinks and 1 regular drink. We instead received 3 normal drinks, and 2 slushee drinks. We waited 30 minutes for our order and didn’t have time for them to fix it. My sister went inside to return the order and ask for a refund, the employee, Yesica, told her it was correct and then aggressively grabbed it out of her hand before giving us a refund. I went in to get a refund receipt because she never gave one to my sister.

We were about to head out and Yesica comes outside and starts yelling at my mom saying that she made the order correctly and basically we’re all wrong. We know what we ordered, if she rung it up wrong then that’s her bad and not ours.

The best part is that I left online feedback and in the feedback I said the manager could contact me for more information. I was more than happy to talk to her about the situation and explain what happened in a calm manner. The manager didn’t allow me to get a single word in. Basically told me that we were wrong and that the employee was right, that we yelled at her employee for no reason. She tried telling me that her employee repeated the order back to us, when she never did and that we yelled at her and that they have it all on camera. I’m glad you caught your disrespectful employee disrespecting us on camera. Don’t call my personal phone number and try to attack me over the phone. This place has always been awful, I haven’t been for several years and now I remember why. Don’t waste your time...