I pulled up to the drive-thru speaker at 8:38 p.m., and an employee immediately greeted me and started taking my order. Partway through, I asked a question about one of the menu items, and suddenly there was no response. At first, I assumed they were just busy since there were three cars ahead of me that hadn't moved.
Eventually, the last car in front of me pulled up to the window, was handed a bag of ice, and drove away. Still, no one came back on the speaker. By this point, three or four cars had lined up behind me. I honked and even called out "Hello?" loudly, but there was nothing but silence. I had been sitting at the speaker for about 10 minutes.
I finally drove up to the window. No one acknowledged me, so I honked again. An employee casually opened the window wearing an AirPod in one ear and a headset on the other. I explained that I had been in the middle of placing my order when I was cut off and no one ever came back. Her response was, "Oh, sometimes it doesn't register a car." I told her that clearly my car had been registered because someone had already started taking my order before disappearing. She simply replied, "Hmm... weird."
Instead of helping me or apologizing, she immediately started taking the order of the car behind me.
It was incredibly unprofessional and she demonstrated poor customer service. If the drive-thru system wasn't working properly, an employee should have come outside to take orders, especially knowing that my order had already been started. In the end, I wasted 15 minutes only to leave frustrated and without any food and a hangry senior mama who had just finished her dialysis and was looking forward to her every-Friday treat, a corndog and shake. SHAME ON YOU SONICS, do better!!! 😡