My wife was sick so I went to get dinner i ordered a number 9 with 2 drinks. And was told that since I didn't order from the app. I couldn't get the drinks and asked me if there was anything else that I wanted. I had stopped a week earlier and got the same order with no problems
Atmosphere: 1
Food: 3
Service: 1
Dorothys Lane
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 will be handled
Atmosphere: 1
Food: 5
Service: 1
Anita Wells
I got something completely different than what I ordered and couldn't eat it
Atmosphere: 5
Food: 1
Service: 3
Nanda Quezada
I got the number 4 which is a double cheeseburger and there was something wrong with the meat. The double cheeseburger was soggy and had a bad after taste. The day after I was nauseous, puking, diarrhea and lots of stomach pain. I wouldn't recommend but people's reactions might be different or the way people cook might be different.
Dietary restrictions: I would say if you haven't eaten all day it would be a bad Idea to eat at sonic. Sonic's food is heavy and eating that on an empty stomach might cause to get nauseous and stomach pains.
Atmosphere: 3
Food: 2
Service: 4
Recommended dishes: Mozzarella Sticks
Hunter Schmeidler
Went to pick up a customers doordash get here press the button get snapped at what do you want to order start to say I have a doordash and before I could even finish saying doordash he extremely rudely interrupted and yelled "yeah I'm getting it I will bring it when I make it" *scoffs* then same person comes out 5 minutes later with the food and I asked what the name was to ensure it was the correct order since I didn't get to say the customers name and the employee walks off doesn't say anything then comes back a minute later and angrily says customers name as if it was a burden to verify I had the correct order there is no reasons for this kind of customer service because the employee doesn't want to be there
Atmosphere: 1
Food: 1
Service: 1
Richard Sanchez
Every time I go to Sonic here on West Street by my house My order's always messed up it is Wednesday November 27th we went by Sonic probably around 6:00 p.m. we live literally a half a mile away or hamburgers were cold and they look like they had been sitting up for a minute The lettuce was completely soggy so needless to say probably won't be going back been in there food industry so fresh quality food I'm used to serving not the case at Sonic not at all I know one review doesn't mean nothing to you guys cuz for every one person that quits going y'all probably got five more coming in but when you lose 25 to $30 every trip that's probably what we spend on a family of three it adds up but again I'm sure y'all don't care that being said that's all I have to say
Atmosphere: 1
Food: 1
Service: 3
Recommended dishes: Cheeseburger, Tots, Burger
Debbie Reynolds
Freddie is the BEST!!!!! Thank you so much for being so great!
Usually great experience. Today, the guy bringing out my online order was moving to fast and smashed a route 44 Dr pepper into the top of my door and dropped the whole thing all over me. Threw 6 free drink coins and a few napkins at me. And said sorry and walked away. I had to ask three times for a wet towel and more napkins because I was soaked in dr pepper. Then when I was leaving he was out back taking a smoke break. Food slapped though.
Atmosphere: 1
Food: 5
Service: 1
John Carmichael
This is usually a good Sonic, but today must have been a bad day. The order taker was overworked. After over ten minutes I gave up and left without my food I'll try again next time. Maybe it's best not to go on dollar corn dog day.
Service: 1
David B Davis
Reliably good food and drinks. So n e quite creative.
My wife was sick so I went to get dinner i ordered a number 9 with 2 drinks. And was told that since I didn't order from the app. I couldn't get the drinks and asked me if there was anything else that I wanted. I had stopped a week earlier and got the same order with no problems
Atmosphere: 1
Food: 3
Service: 1
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 will be handled
Atmosphere: 1
Food: 5
Service: 1
I got something completely different than what I ordered and couldn't eat it
Atmosphere: 5
Food: 1
Service: 3
I got the number 4 which is a double cheeseburger and there was something wrong with the meat. The double cheeseburger was soggy and had a bad after taste. The day after I was nauseous, puking, diarrhea and lots of stomach pain. I wouldn't recommend but people's reactions might be different or the way people cook might be different.
Dietary restrictions: I would say if you haven't eaten all day it would be a bad Idea to eat at sonic. Sonic's food is heavy and eating that on an empty stomach might cause to get nauseous and stomach pains.
Atmosphere: 3
Food: 2
Service: 4
Recommended dishes: Mozzarella Sticks
Went to pick up a customers doordash get here press the button get snapped at what do you want to order start to say I have a doordash and before I could even finish saying doordash he extremely rudely interrupted and yelled "yeah I'm getting it I will bring it when I make it" *scoffs* then same person comes out 5 minutes later with the food and I asked what the name was to ensure it was the correct order since I didn't get to say the customers name and the employee walks off doesn't say anything then comes back a minute later and angrily says customers name as if it was a burden to verify I had the correct order there is no reasons for this kind of customer service because the employee doesn't want to be there
Atmosphere: 1
Food: 1
Service: 1
Every time I go to Sonic here on West Street by my house My order's always messed up it is Wednesday November 27th we went by Sonic probably around 6:00 p.m. we live literally a half a mile away or hamburgers were cold and they look like they had been sitting up for a minute The lettuce was completely soggy so needless to say probably won't be going back been in there food industry so fresh quality food I'm used to serving not the case at Sonic not at all I know one review doesn't mean nothing to you guys cuz for every one person that quits going y'all probably got five more coming in but when you lose 25 to $30 every trip that's probably what we spend on a family of three it adds up but again I'm sure y'all don't care that being said that's all I have to say
Atmosphere: 1
Food: 1
Service: 3
Recommended dishes: Cheeseburger, Tots, Burger
Freddie is the BEST!!!!! Thank you so much for being so great!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Breakfast Burrito
Quick service. Fresh product. Welcoming atmosphere.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Tots, Burger, Mozzarella Sticks
horrible service, I tired 3 times to order at the stall and got a half ass response, waited 20 min for 3 drinks
Atmosphere: 1
Food: 2
Service: 1
Sonic Drive-in is one place I'll never get tired of. Keep up the amazing work you all do!
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
App have problems with ordering from menu
Atmosphere: 3
Food: 3
Service: 5
Recommended dishes: Breakfast Burrito
Always a time
Parking: Has drive thru
Kid-friendliness: Watch your kids
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Grilled Cheese, Hot Dog, Double Cheeseburger, Corn Dog, Tots, Sandwich, Oreo, Burger, Strawberry, Chicken Strip, Fries, Onion Rings, Chicken Sandwich, Popcorn Chicken, Mozzarella Sticks, Cheese Tots
Usually great experience. Today, the guy bringing out my online order was moving to fast and smashed a route 44 Dr pepper into the top of my door and dropped the whole thing all over me. Threw 6 free drink coins and a few napkins at me. And said sorry and walked away. I had to ask three times for a wet towel and more napkins because I was soaked in dr pepper. Then when I was leaving he was out back taking a smoke break. Food slapped though.
Atmosphere: 1
Food: 5
Service: 1
This is usually a good Sonic, but today must have been a bad day. The order taker was overworked. After over ten minutes I gave up and left without my food I'll try again next time. Maybe it's best not to go on dollar corn dog day.
Service: 1
Reliably good food and drinks. So n e quite creative.
Atmosphere: 3
Food: 5
Service: 5
Recommended dishes: Double Cheeseburger, Tots, Onion Rings
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