Big Disconnect between Restaurant and Corporate
My family and I were out of town and went to Store# 2632 in Nortpoint, AL. We did an online order to be picked up. The carhop came out to advise they did not have any more fish sandwiche available and asked if I wanted a burger instead. Problem is I only eat fish. I immediately asked for a refund, since I don't eat beef or chicken. He advised since I placed my order through the app, I had to speak with them. I immediately went on the app requesting a refund, they connected me to chat via text. That representative advised that they cannot issue partial refunds and then asked if I wanted an offer for a free burger. Again, I don't eat beef. They said they would escalate it to the store to be further reviewed. I called Sonic corporate/customer service several times. Corporate/customer service would tell me that I had to speak with the store. The store would tell me that customer service would have to take care of it, since ordered on the app. Customer service escalated the issue approximately 3 times and would not get a response from the store. I finally caught the GM at the store and she put me through the same cycle. At some point, someone needed to take ownership of the issue and refund me for food that I did not receive. I have never had to fight so hard for a refund in my life. I took a month. And I am still not satisfied, nor was the issue really resolved. I accepted the $10 credit, which I did not want because I had to do something to recover my loss. I live in Kansas City, KS so requesting me to come back to the restaurant in Alabama was not an option. Just as Sonic took my money, they should be able to refund it. The restaurant should not have given me the option to order something that was not in stock or not available, the app should have been updated. I fought for a month for a refund for food that I did not receive. I am so not pleased. I will let my kids use the $10 credit and then never ever visit another Sonic, since no own can ensure you get the food that you paid for or compensated when it is not available. Order # 1000404731830