Complaints

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:02/09/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 January 21st, 2024, while waiting for my son and his girlfriend to get out of work (next door at ******), I placed an order online for dinner at Sonic Drive In at 999 E. Ridge Rd, Rochester NY 14621. Once they came out of work a few minutes later we drove over to Sonic to pickup the order and when we got there to pickup the order I drove straight to the pickup window. No one came to the window, the one employee that we saw was a female and she ran to the back to hide, I saw one male that had peeked out from what looks like door from the kitchen and he popped his head right back. I called the number provided on the website phone was picked up once and then it was hung up, attempted to call a few more times and no one picked up. I left a voice mail at the time that I would be calling the next day to make a complaint and to have my $59.00 refunded. Before leaving the from the drive though window the persons inside the building turned off all the lights in the building, mind you according to the website and the signage on the doors Sonic does not close until 10pm.
  I called the next day, Monday the 22nd and spoke with the GM and after I explained to her what had happened the evening before I was told at that time that the female had quit that very morning, so the GM asked me to hold an that she would have her higher up speak to me to see how they would be able to refund me the money for the order I never received. I the GM comes back to the phone and them explained to me the her higher up would have to me so we could talk so I gave her my phone number and name. Never received a phone call at all. I called again a few days later spoke to the same young lady and was told the District Manager would be taking care of it. Again, never received a phone call. Called again on Saturday the 28th, I was asked by the GM for the last 4 numbers to the card I used to make my purchase of $59.00 and my name again and I was told that she would give the information and it would be taken cared of.
  To this day I have not received a phone call on how this issue will be taken cared of an I have not be refunded my money

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 June 27, 2023 at 7:3pm, my family and I placed a mobile order for Sonic on East Ridge Road, intending to sit at the carhop bays area and eat our food.
  
  When we arrived at the restaurant, none of the Bays were operational and we were unable to choose picking up at any of them. We attempted to pick our items up inside the store but the store was locked and a sign was stuck on the door stating the lobby is no longer open. We went through the drive through and were told that they didnt have our order and we needed to get a refund through the app because it was a third party and they had nothing to do with it. No offer to take a new order. No apology. Nothing. Just basically told us to get a refund and go.
  
  We sat in the parking lot and called customer service. I was told I would receive a refund and would receive an email confirmation within 24 hours. I did not.
  
  I called again on July 1 and was told I did not get a refund because a supervisor had to do it because it was over $50. I was not allowed to speak to a supervisor. I was told I would receive a call back. I have not. I still have no refund.
  
  Ticket ***** Order Number ********* total $51.51
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