My husband and I have visited this Sonic location on multiple occasions. We usually stop here and get a bite to eat on our way home after a day trip to Dover. Most visits have been OK in terms of food, speed, and pricing, but the service is always lacking... inaccurate and not the friendliest staff. We last visited this location on 4/24/2009 at 1:50PM. The service was SO POOR that I decided that I finally needed to write a review.
On this visit, my husband ordered a Sonic Burger (one pattie) PLAIN with just cheese. I ordered a #1 Sonic Combo, which was a SONIC Burger (one pattie) with fries and a soda. I ordered my SONIC burger (one pattie) with cheese, ketchup, pickles and tomato ONLY. We repeated the order at least two times into the ordering microphone. I had a sinking feeling that it was going to come out wrong based on the quality service we were receiving from the other end of the microphone. But I crossed my fingers and hoped for the best.
Within 5 minutes our order was brought out to our car by one of the carhops. I was amazed and quite delighted that our order was out so quickly. So I was in good spirtis and really hoping the order was accurate. However, when we opened the order...it was just as I had suspected---WRONG!! We got one SUPER SONIC burger (2 patties) with cheese ONLY and one SONIC burger (one pattie) with the works (lettuce, etc). So, we gave the order back to the carhop and explained to her what we had ordered. She gave us our soda and fries and took the food back inside. Meanwhile, we are snacking on our fries..plain since there was no one around to give us ketchup for them. Within minutes we had a voice come across the microphone asking to repeat our order again because the carhop was back in the kitchen explaining to them that the order was not right.. So again we explained our order to the mystery voice at the other end of the ordering microphone and then waited.
Within about 5-10 minutes the carhop was back with the order that she said was corrected. SO, again I opened the order. BUT, this time we got a SUPER SONIC burger (2 patties) with cheese, pickles, tomato, and ketchup & a SONIC burger (one pattie) with ketchup and cheese. Getting warmer..but still WRONG! So, I explained to the carhop that this was indeed wrong again. She exclaimed "goodness gracious" and apologized to us for the error. She said she would take it back in to the kitchen to be corrected. Now, I was getting a little leary about sending my order back AGAIN. Not to say that the cooks would tamper with the food, but the thought is always in the back of your mind when you send an order back...especially more than once. She assured me that everything would be ok and wanted to correct the order. So she asked us again to repeat our order and took the burgers back to the kitchen.
Within about 5-10 more minutes the carhop was back a 3rd time with our order. She said she would wait for us to open the burgers and check them before leaving. Ok so 3rd time is a charm because this time we got what we ordered! The burgers were ok. I think they were probably a little better than I am going to give them credit for today. But I was just so disgusted with the amount of time (over 20 minutes) and hassle that it took for us to get the correct order that I could only eat half my burger. Funny how easily your appetite can be ruined.
Ok, now to put icing on the cake...the carhop asks us to pay our bill. They never corrected our register receipt to reflect that we ordered 2 SONIC burgers (one pattie burgers) instead of one SUPER SONIC burger (2 patties) and one SONIC burger (one pattie). So of course they were trying to charge us more than what we should actually have paid. So, my husband pointed it out to the carhop & she immediately apologized. She said she was going to go back to the kitchen and get the corrected bill. Within minutes she was back at our car with the corrected bill. I really do appreciate the carhop's patience and willingness to work to get our order corrected. I just wish that the order had been offered to us "on the house" due to the poor customer service. OR even a free dessert/cream slush/milkshake or gift certificate to use on our next visit would have been a nice gesture to show their sympathy for our less than wonderful experience.
I am so upset that this SONIC location cannot get it together. I really like SONIC for it's unique drive-in experience, good food, menu selections, happy hour, and decent prices. We do NOT have any other SONIC locations near us, besides the 2nd location in South Dover. This SONIC is a key location (close to the Route ONE toll road) and the only one we have to choose from unless we want to drive out of our way to get some fast food. I hope that this location improves OR we may just have to give up on SONIC.
NOTE: I wish I could give half star ratings, because I would actually give this place 2 & 1/2 stars. The food is usually good, the prices decent, and the menu selection is good. The poor customer service and inaccuracy in orders really hurts this SONIC location. SO I cannot give it 3 stars (average rating). But I would not say that ALL aspects are 2 stars (POOR rating). So my rating would actually be 2 & 1/2 stars for this location.
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