Sonic Drive-in

Food was hot, so that was good. The app at this store never picks up that I have arrived, works at every other store

4.1.24I 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 go elsewhere.

Ordered on app. Doesn’t work won’t let you check in. Talked to someone on speaker and let them know I was here to pick up my order. I was waiting for over 30 minutes for my order.

Horribly rude would not let my kids use the restroom where definitely not return to this

For a fifteen min wait I received a small cup of melted ice cream. I ordered a hot fudge sundae and it came in a small cup with a lid and was almost all the way melted. My husband ordered a tea and it was 90% ice 10% tea. I am only giving two stars because the staff were great considering the long wait and line. Great kids with good attitudes. They did their best. Aside from forgetting about my ice cream and letting it melt. Haha