Complaints

This profile includes complaints for Sonic Drive-In Corporate Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sonic Drive-In Corporate Headquarters

  300 Johnny Bench Dr. Oklahoma City, OK 73104

• 

  Sonic Drive-In Corporate Headquarters

  11835 Jefferson Ave Newport News, VA 23606

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/03/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sonic Corporation has an app called Sonic Rewards. The Sonic Rewards apps has been charing the wrong amounts in comparison to the store itself and a different sales tax for several months. Sonic complaint department has not been ******** me back. After two messages for ************************* he finally called me back from corporate. He stated that since this could be a legal issue that he would get back with me, but there wasn;t a lot he could do. He could not answer what the sales tax rate and state the application was using and had no reply to why the app was charging different amounts than the store. All of these transactions are on my bank card and need to be refunded immediately. Terrible business practices all around.

  Business Response

  Date: 11/03/2022

  We have already tried to speak with *************. We investigated on our end and found no discrepancies or issues with how things are being charged. When we asked ************** for any receipts she claims are incorrect, she refused to send them. 

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 4th My family placed an order with out local sonic on the mobile app. (**************, ** *****) When we arrived the restaurant was closed. I filed a report online and stated the store was closed so I didnt get the food I ordered. Got a call from the store manager a few days later and I was told refund was in process. 2 weeks goes by no refund so I called customer service. They started the refund that had not been processed. I was told to wait 2 weeks. Spoke to *** and got Reference # ******-001016 (July 26th)Called back 2 weeks later and Talked to ***** on August 8th. Still no refund. I Was told this was a high dollar amount that a supervisor had to approve it which is BS. She said allow 2 more weeks Here we are at 8/17 weeks and Still no refund I have threatened a complaint with the BBB but nothing seems to be moving so here we are. I know $50 is not a lot to some but it is to me. I want the refund immediately. I don't care about their policy. This has gone on long enough.

  Business Response

  Date: 08/18/2022

  This refund has now been processed on 08/18/22. It may take up to 7 business days for the funds to reflect in your account. 

  Customer Answer

  Date: 08/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is now pending in My account.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/28/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Original email complaint to Sonic-Ordered ice cream around 8:30 it gave message that it was in kitchen, delivered, etc. Paid for on screen, under $8, but still! Never received it. By 9, we tried to ask for refund, but our card was still charged. Not happy with this Sonic at all! It needs to be looked into, as a simple search will return others with same issue. Theft is theft! I do not have a receipt, due to paying at screen. Cleared my bank account on the 6th of July. I have only received generic emails responding, like they will reach out to the business or to offer me a free drink. I want my money back for the products I never received.

  Business Response

  Date: 08/02/2022

  We are sorry this happened. Please provide some additional information so we can look into this.

  - Address of the SONIC Location you visited

  - Date of visit

  - If you called the Totline, please provide the Incident Reference Number, if possible.

   

  Thank you!

  Customer Answer

  Date: 08/04/2022

  
  Complaint: ********
  14502 *************************** 77532

  July 4th  Cleared bank on the 6th, attaching screenshot again  

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/05/2022

  Thank you for the additional information. A representative of the drive-in should be reaching out within 72 hours to help. In the meantime, we have applied a $5 gift card to the SONIC account associated with your e-mail address. You should see this available as a method of payment. Please do let us know if you do not hear from the drive-in with 72 hours. Thank you for the opportunity to make this right for you!

  Customer Answer

  Date: 08/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  If they follow through. Not sure if they are waiting on my response to proceed, but havent been contacted as of today. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through the Sonic mobile ordering app to pick up at the Sonic location in ********. One item on the order was an iced coffee and there was another beverage. I paid for the order using the app, drove to the location and was told they did not have the ingredients to make the coffee. I requested a refund and was told I had to call the number on the mobile application. I did that and was told I could either get a rewards certificate or a gift card. When I advised the rep **** ************** I did not want either of those, I wanted my money back I was told that since I had accepted part of the order, I could not get a refund. This was not told to me by the store or I would not have accepted any items. I requested a transfer to a supervisor and was told he could not transfer me.

  Business Response

  Date: 08/02/2022

  We apologize for the effort it has taken to receive a refund. The full refund has been processed in the amount of $9.09. It may take up to 7 business days for our guest to see the fund reflected in their account. 

  Customer Answer

  Date: 08/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to a Sonic Drive In location on June 17, 2022 at ******************************************************************************. At the time, I used the mobile app to make an order. A server came to my car and informed me that the machine that would produce my drinks was down. She offered me an alternative, which going by the menu would have cost less than the items I ordered. I refused that offer. The server then instructed me that due to using the mobile app, I would have to contact their customer service department in order to get a refund. Responding ok, I proceeded to make a phone call to the customer service number.Calling *********************** customer Service, I followed the teleprompts to the app specific refund request, and requested a refund. After finding my Sonic mobile app account and the order number (*********) I was informed that Sonic Corp for the app does not give partial refunds but would give me a gift card. I refused, stating that I did not receive these items so I want the compensation, which I gave and they immediately took, back. The operator at that time told me that she could not give it back to me and she would have to take it up to her leadership before I would possibly receive it. The operator then stated that their leadership would call me back, before she ended the call without giving a timeframe of when this would be fixed.I then called their customer service line to make a complaint about not being given a refund for goods I purchased but did not receive. In communicating with the new customer service operator, I was informed again that they wouldn't give me a refund but would give me a gift card, at which point I again refused. She then said that she would process the refund for the items but would talk to her supervisor. When she came back, she stated that her supervisor had denied the refund and that they would give me a gift card for less than the missing items. She at that point said she would give it to an upper manager and they would contact with me. Nothing Since

  Business Response

  Date: 06/29/2022

  The refund has now been processed on 6/29/22. It may take up to 7 business business days for the guest to see the funds in their account. 

• Initial Complaint

  Date:06/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the customer care **** and have requested a manager or supervisor callback since 06/04 and still not have heard back. My Ticket number ************* for this supervisor call back. I was hung up on by ***** on 06/03. ******** called me but left no call back number on 06/04 at 755. Then on 06/07, ********************* up on me. Called back and spoke to ****** told her that ****** was very rude. I called on 06/10,***** assured me that a supervisor would call me back on 06/10. I called on 06/15 Raiza wanted a supervisor to call me asap. Now, it is 06/22 and have received NO CALL BACK! The customer care team doesn't care about your customers!!!

  Business Response

  Date: 06/24/2022

  I responded to ******************** via e-mail: 

  Good morning ********************,
  
  I hope this note finds you well and that your weekend will soon be getting off to a great start!
  
  Im reaching out to follow-up on the contact you made to our Totline, as well as the Better Business Bureau, in reference to one of our locations in **********, ** closing early and not following the hours they have posted. We are sorry for the inconvenience and understand your frustration. Ive forwarded your feedback to the Area Supervisor and Franchisee. Typically, drive-ins close early or open late due to staffing issues, supply issues or other factors. We certainly want to be open to serve our guests and regret that wasnt the case. We look forward to getting back to our regularly posted hours as soon as possible.
  
  Thank you again for reaching out. Have a wonderful weekend!

  Customer Answer

  Date: 06/24/2022

   
  Complaint: 17459089
  
  I am rejecting this response because:

  1. I spoke to ****** who is a supervisor and she said the only she can do is escalate this to my local branch. 

  2. I spoke to ************************* manager of customer service disconnected the call because I said are you going to argue with me but wouldn't let me finish. 

  The customer service is horrible. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/27/2022

  ***** has been hateful and disrespectful to every person she has spoken with. There is no further resolution to provide and SONIC considers this matter closed.

  Customer Answer

  Date: 06/28/2022

   
  Complaint: 17459089
  
  I am rejecting this response because:
  

  1. The customer service manager at ********************** hung up the phone before I could finish speaking with him. 

  2. I was not disrespectful because I waited almost for a resolution and no one got back to me. 

  Sincerely,
  
  ***************************