I visited the Frederick Sonic for the first time this AM, and was hoping to be able to give them a 5-star review. I usually love Sonic, and particularly their breakfast foods, based upon my prior experience over the past 14 years with Sonic franchises located in the Midwest and in Texas.
I first discovered the Sonic chain while I was in Kansas City on business around 2003, and, while searching for a restaurant where I could get a decent breakfast sandwich, I stumbled upon Sonic and fell in love with the Sonic chain from that point onward. My experience on subsequent visits to Sonic franchises located elsewhere in the Midwest, in western Florida, and in Texas, only solidified my view about Sonic being a great and reliable source of good breakfast sandwiches and breakfast burritos.
Having only experienced the joy of eating breakfasts made by Sonic while traveling in the Midwest, Florida and Texas, I had always kinda hoped that Sonic might eventually open a franchise in Frederick, and was overjoyed when I learned recently that a Sonic franchise had opened in front of the Walmart on Guilford Drive in Frederick!
So, I got in the car and drove 9 miles and 15 minutes this morning (I live way up in the mountains, well outside the city, so it is a longish drive...) to the new Frederick Sonic, intending to purchase two of their breakfast sandwiches (with sausage patties), one for eating as soon as I got home, and the other for tomorrow's breakfast, along with two of their quarter-pounder bacon cheeseburgers (I had never before eaten their burgers, and I wanted a couple to throw in the fridge so that I could eat them over the next day or two).
I used the drive-through lane, and when I ordered the burgers, I specifically asked them to skip the fried breaded onion rings, and to instead substitute grilled onions instead. The woman taking my order cheerfully agreed that this was totally doable, and advised me that I would be charged an extra 30 cents for the change, and also advised me that I could expect to wait a bit for my burgers, as they would need to be custom-made due to my request for grilled onions instead of fried breaded onion rings. When I was finished ordering, she read my order back to me, and even included an explicit mention of the fact that the burgers were to have no breaded onion rings, and instead would be made with grilled onions.
When I pulled up to the order pick-up window, the young woman at the window again accurately recited all the details of my order, and told me that it would be ready in 5 to 10 minutes, as it needed to be custom-made. She also asked if I wanted some ketchup packets with my burgers, and, since I do not keep ketchup at home, I asked for four packets of ketchup, and she agreeed to put them in my bag.
About 10 minutes after I had pulled up to the pick-up window, my order was ready, and the young woman at the window handed me the two bags containing my order, and again accurately recited the entire contents of the order, including the "no onion rings, grilled onions instead" (as paid for) and told me that there were four ketchup packets, as requested, in the bag containing the burgers.
I looked at my receipt before pulling away in my car, and was pleased to note that it accurately reported "no onion rings, add grilled onions" and also noted the fact that I'd been charged an extra $0.30 for the onion upgrade.
Having been lulled into a false sense of security by the seemingly-precise/competent service so far, I resisted the urge to open each bag and open each sandwich to check the accuracy of the order fulfillment before driwing away from the window to head for my home in the mountains.
When I reached home and got my order onto the kitchen counter, I opened one of the sausage breakfast sandwich wrappers so that I could eat it, and, for the heck of it, I opened the bag containing the two special-order quarter-pounder Bacon Cheeseburgers just to see what Sonic's burgers looked like. Well, I was surprised when I opened the bag containing the burgers, because not only did it NOT contain any of the requested (and promised) packets of ketchup (yes, I checked the other bag to be sure, but no ketchup packets anywhere...!) but each of the burgers bore NO trace of the requested grilled onions, and instead each burger bore a breaded onion ring!
Stunned, I re-checked my Sonic receipt, but it still clearly stated "no onion rings, add grilled onions" and also reflected the fact that I'd been charged an extra $0.30 for an onion upgrade!
I later noticed that the receipt stated at the bottom that I could visit www.talksonic.com to leave feedback about my order. I tried to visit the site, only to receive a message that the domain was now inactive, and that it was for sale for $10k! BIZARRE!
Bottom line: Lousy order fulfillment; way too long a drive to return the burgers to get them done right. First time I have EVER had a problem with a Sonic in the US. This Sonic has problems! read more