Maggie sent a message to J. Clifford Hudson Chairman and CEO, Sonic Corp. – email address that said:
I decided to take advantage of the 1/2 price burgers on tax day. I purchased two cheeseburgers and cheese tots. The cheese tots were good. The burger was dismal. I struggled through 1, if it hadn't had the mustard, ketchup, lettuce, pickles, tomato on it I never would have been able to choke it down. The burger itself was so dried out a foam pillow with the same ingredients on top would probably have the same taste. Ok, so maybe it was a fluke. But, here's the kicker. I called the restaurant, they asked if I still had the burger, I did, and in fact it is still in the refrigerator here at work, and they said I could bring it back and they would replace it, but it had to be by the end of the day. I asked if I could get a refund, rather than get another unsatisfactory burger. I was told they don't give cash refunds. So, I called the number for customer service, and explained everything and said I wanted to know why they had this no cash refund policy. They of course did nothing to placate me. I got a "ticket" number. Then that evening, I got what apparently is an auto-generated email saying my complaint would be forwarded to the appropriate management team for the location, sincerely, customer service manager. Yet this email from the mysterious customer service manager came from an unmonitored email address. Anyway, I did not receive any response. I called again yesterday, Thursday, letting you know that I had not heard anything. I was assured I would have a response by the end of the day, or the next morning. I said it would be best to get me a response by the end of the day since I had already waited three days. I stated I would either start writing bad, but honest, local reviews, or possibly contacted the BBB and filing a complaint. Really, is all this worth a measly $2 ? It is more the principle. If something is unsatisfactory, and I have the receipt, and I have the merchandise, why wouldn't you refund the money? It certainly appears that Sonic does not care about customer service, or customer retention.