I want to start by saying I worked at Sonic for 6 years while putting myself through college, so it honestly pains me to have to leave this review.
This is the closest Sonic to our house, and the staff here is always kind and positive!! ✨Unfortunately✨ the food and ice cream quality consistently bring this location down. Orders are frequently wrong, especially when it comes to ingredients we specifically ask to leave off. It is not an occasional mistake, it happens nearly every other visit. For example, when I add jalapeños, onions are automatically included even if I have said “no onions.” (Which I do every single time because I loathe them.) The same issue happens with ketchup.
A good example is the ✨Ultimate Burrito✨. This item does not come with vegetables or onions by default. Yet nearly every. single. time I add jalapeños, onions end up on it too. It is frustrating, repetitive, and feels like the order instructions are being ignored by the kitchen when the order taker is correct majority of the time!!
After countless replacements and several refunds, I have reached my breaking point. Last night sealed it for me: a friend brought back ice cream from this location, and I had paid for extra Reese’s in my Blast. I understand how busy it can get, I have been through those rushes myself. But receiving a Blast with zero Reese’s in the entire bottom half of the cup is unacceptable. The correct process is simple: fill the cup halfway, add candy and mix, then add more ice cream, more candy, and mix again. Skipping that step shows a lack of training and oversight.
That is really the issue here: management and accountability. Staff should be trained and monitored to reduce errors, and those who struggle should be placed on simpler stations until they actually improve. Ticket errors and cancellations CAN be tracked, managers SHOULD be reviewing those numbers monthly to identify problems and coach their staff. Without that, customers continue to receive disappointing product quality, and ultimately service.
I hope management and staff read this as constructive criticism, not just another pissed off customer only leaving a poor review because they are mad. I have been patient, I have accepted corrections, and I have given chance after chance. But at some point, this location needs to take training and accountability more seriously if they want to keep loyal customers coming back.