Sonic Drive-In — Restaurant in Wichita

Had to send them this message. So disappointed in their service. Subject: Urgent Concern Regarding Customer Service at Sonic – 21st St., Wichita, KS

Dear Sonic Customer Service Team,

I am writing to formally express my disappointment regarding my visit to your 21st Street location in Wichita, Kansas, this evening. As a frequent customer, I have generally appreciated the convenience of your service, though there have been occasional errors with my orders. Typically, these mistakes are corrected without issue. However, my experience today was particularly disheartening.

I placed a mobile order consisting of six sandwiches and one ice. When my order was delivered, I only received five sandwiches. Immediately after noticing the discrepancy, I called the location while still parked outside and explained the issue. A young employee, whose name I believe to be Heidi or Hailey, came out to address my concern. Unfortunately, rather than assisting me in a professional manner, she became confrontational, insisting that she had prepared six sandwiches. I reiterated that I had only received five, even showing her the food I had distributed to my children, clearly indicating that one was missing.

Instead of working toward a resolution, she escalated the situation by becoming verbally aggressive. I calmly requested the missing sandwich, provided my receipt as proof of purchase, and even handed her the original bag. Despite this, she continued to insist she was correct and refused to acknowledge the mistake. Her behavior was not only unprofessional but also inappropriate, especially in front of my young, impressionable children.

In an effort to escalate my concern, I requested to speak with a supervisor or manager. Unfortunately, no one came to address the situation, despite my repeated requests through both the employee and the service button. At that point, I felt there was no resolution to be had. More concerningly, I began to worry about the integrity of any replacement food provided, given the hostility I had encountered. To avoid further conflict, I ultimately left without the sandwich I had paid for, meaning my youngest child had to go without.

This incident is particularly troubling because it reflects a pattern of poor customer service I have observed at this location. While I had not personally experienced such behavior before, I have witnessed employees being verbally aggressive toward customers in the past. To see it directed at me—especially with my children present—was truly unacceptable. The lack of managerial accountability only exacerbates the issue, as no one stepped in to rectify the situation or even offer an apology.

I do not subscribe to the belief that “the customer is always right,” but I do believe that when a clear error occurs, it should be addressed with professionalism and courtesy. Instead, I was met with hostility and dismissal. More importantly, my children were exposed to behavior that I do not condone in my household and should not be acceptable in a professional work environment.

I trust that this is not the standard of service Sonic upholds, and I sincerely hope this matter is taken seriously. I ask that appropriate action be taken to address the lack of professionalism and customer service training at this location. I appreciate your time in reviewing this concern and look forward to your response on how this...

Jesus Christ, this location is depressingly inadequate. I am the only one in the Drive-Thru, and only two cars in the stalls. My order was very simple, crispy chicken sandwich, add cheese, and a bag of ice. When I got up to the drive-thru window I asked the girl to please give me my food before she gives me the bag of ice. She looks at me as if I'm speaking a foreign language. She asked me to repeat myself and I said "please give me the food first, I don't want a bag of water". She still looks at me completely dumbfounded. I don't understand what's so hard about that. Apparently she didn't understand at all because three minutes later someone brought my bag of ice to the counter. It's sat there for three minutes. Finally, a different girl opened the drive-thru windows and told me that my chicken sandwich would take a few more minutes, and that's when I told her to please get me a different bag of ice when my food comes out. They remove the bag of ice, and another three minutes goes by. Line is forming behind me, still no chicken sandwich. A few more minutes past and someone brings a bag of ice to the window, opens the door and tries to hand me the ice. I tell them I don't want the ice before my food is ready. Oh, okay. Doors close, ice is sitting on the counter. Several minutes later ice is still on the counter and my sandwich is finally ready. They hand me my sandwich and the ice and I drive away. The whole time I'm thinking they are probably making my chicken sandwich from 'scratch', so it should be extra crispy and hot! But no, it was barely warm, not even warm enough to melt the craptastic fake slice of...

Seriously the worst food I ever had from anywhere - ever. Calling the food lukewarm would be kind. The tater tots must have been sitting under the heating element for at least 20 minutes and the hamburger wasn't even remotely hot. I worked at a Sonic years ago (I know the 20 minute mark from experience) and they not only served me trash they didn't even bother to attempt to hide it. Sonic half cooks the hamburgers and places them on the cooler side of the grill. They then move them to the hot side to in a pathetic attempt to fake that they were recently cooked. This hamburger was taken off of the half cooked side and served. You can fake tater tots too by dropping them in to the oil briefly. Anyone can tell you've done it but at least they are hot. Didn't even bother attempting to hide their old food. The only positive thing I can say about it was that I didn't get food poisoning like I thought I was going to.

GO NEXT DOOR to West Street Burgers! I just wanted something to stave off low blood sugar after 8 pm (West Street Burgers closes at 8 pm). I should have went to Taco Bell instead. If you go to this Sonic watch the burger place next to it. It is a constant stream of cars for a reason. People are happy to wait ten minutes in the...