Sonny’s BBQ

Lost a customer– They were not concerned
Had an interesting drive thru visit today and still scratching my head as to why they handled it the way they did. I placed an order for the ribs and hot links meal. I read it off the drive thru menu as this is how I decided what to order. Long story short, I didn’t get what I ordered. Got charged more money for what they gave me (ribs and chicken wings) and realized I didn’t get an itemized receipt or the usual re-​verify of my order once I reviewed the experience mentally at home upon realizing I didn’t get what I ordered.
Once I got home and realized my order was not correct, I immediately called them. I was given to a female manager and she proceeded to say «Ohh, that’s why she was confused. We don’t have that on our menu.» To which I corrected her that Yes they indeed DID have it on their menu as I had ordered it before AND no one even told me their was an issue at the drive thru. When I first ordered, I did also notice they didn’t ask me what type of ribs I wanted but since I eat both, no biggie. But, sounds like they just gave me whatever they wanted. Hot links and chicken does not sound anything alike. Yet, still, why not clarify when you took my money. The hotlinks and ribs also cost less than the ribs and chicken wings so that was another strike!
I was the only person at the drive thru. She took my payment right away but then it seemed to take forever to get my food. I brushed it off. When I got home is when I realized the hot links were instead small chicken wings. That is when I called back and was sent to the manager who tried to offer me a $ 5 coupon since I didn’t want to drive all the way back. It’s about a 16 mile RT drive. When I realized I was also charged more and not getting what I wanted, I decided to just take the order back and drive another 16 miles RT.
I came in thru the back driveway and was caught off guard when I saw who turned out to be the manager at the drive thru menu with the glass open. She closed it and went back inside. Later when I talked to her she mentioned she had went to look at the menu and that item wasn’t on there, basically acting like I lied. I know what I read and I actually brought a copy of the menu off the website with me that showed the hot links and ribs and was also shown it is on the printed and laminated menu on the inside. Once again, why go through all of this trouble for an incorrect order? Since when do you have to open the glass just to ‘view” your drive thru menu?
When the manager came up front, I asked her why I was told they don’t have that item on the menu. She said at first, she had looked and it wasn’t on there. I told her I saw her back there. Didn’t mention that I also saw her with the glass open. THEN she proceeded to tell me she went back to the employee and she this time said she thought I ordered wings and ribs. She also said she had asked me what kind of ribs. Never heard it. I would have liked to know what she said my answer was since that never came up.
Whatever reason they handled this situation the way they did, I have no idea. What they did do is lose a customer and I even told her I know they don’t care. She tried to then say they did care. She was just so non-​chalant. I have better things to do with my time but decided to write this anyway in hopes that someone will address this. I will never set foot in another Sonny’s again as a result of this. I have dealt with inconsistencies in food and slow service before but this took the cake.
Sonny’s in Apopka, you truly dropped the ball today and instead of trying to correct it, you chose to lie and try to cover it up. Why? That’s truly sad. I hope this never happens to anyone else and next time you think about how you would like to be treated. One thing I do not do is lie. Just own your mistake and correct it next time. I also suggested she make sure her employees knew the menu.
Details on ticket: Sonny’s BBQ — 2210 E Semoran Blvd, Apopka, FL
Server AM DT 2÷29÷16 1:18 pm

This is one of our staple restaurants since moving here in September of 2015. Love the BBQ and have always had great service. The drive thru is a bit slow — but it is not fast food afterall! You can find us here twice a month at least!

Waited 20 minutes to be seated. Waited 30 minutes for our meals. When they arrived it was ALL Luke warm or cold. All in all not very good.

Allana you suck as a waitress. Now here is why. You don’t take 15 minutes to deliver drinks to the table. You also don’t sit in the kitchen with our plates talking to your coworkers while we’re waiting. And we know this because we could see you! I can’t believe the lack of professionalism that you show. This was one of the worst experiences at this restaurant ever. I’ve had slow service at the store before but God help me you are the slowest. My fiancé just got off of work and hungry and you’re taking your sweet ass time talking to other employees. We decided to try this place again after our last bad experience we will most likely never come back to your store ever again. Even though you’re the only Sonnys in 30 miles. I talked to the manager and he was giving every excuse in the book he wanted to compensate us after walking out and I told them that we didn’t even care. Get your crap straight at the store I really like Sonny’s but hate this location.

Brittany’s service was on point. She helped me decide to have the all you can eat ribs for $ 15.99 cause you can swap for various types of meets. I also tried the punch with moonshine in it– I forgot the name but it was yummy!!! I added the salad bar for $ 3.99 like I wouldn’t have enough food to eat and everything was fresh and yummy. The young man stocking it up told me everything is hand made… potato salad, seafood salad, etc. nothing comes out of the cans. So service salad bar 5 stars. Restroom was okay but not as clean as should be and smelling like lemon so 3 stars there. The ribs were okay. not fatty but just lukewarm and kind of dry… this was for both types. sweet and saucy and dry rub. They were okay but nothing stellar I would give them 2 stars. I was wanting a wing. so Brittney got me a taste of the smoked wings– now there would be my next entrée. It was amazing!!! I would go back for that. so overall…3.5 stars and I give the benefit of the doubt if service is great so Brittney scored them 4 stars!

Had a very unpleasant experience with this restaurant and sent an email (below)l to both corporate and the general manager. Over three weeks later and no response from anyone, so figure they truly do not give two shits about customer feedback. Too bad. I liked their food quite a bit…
Email:
Had an issue you’re your facility last night and felt I needed to follow up with you about it.
Last night our family was crazing some smoked turkey sandwiches and, although we had just eaten at your restaurant less than 24 hours earlier, I grabbed the dog and started out to your restaurant. I called ahead and spoke with Keeley (more about her in a hot little minute) and gave out order. Just as I hung up, my fiancée called and changed the order, because that is what she is really good at.
I stopped for fuel as Keeley said the order would be about 10 – 15 minutes and arrived about 13 minutes after the order was placed. Greeted with smiles by Keeley and we cashed the ticket out with our usual banter and sarcasm. I grabbed my drink and sat down to wait the small amount of time left to complete my order. Or so I thought.
Although Keeley and I talked for about 15 minutes, she kept disappearing to check on my order. Of which, the cooks kept putting her off and I could see the frustration growing with her. And me. I was missing my Portland Timbers MLS Soccer 2015 championship game. Seriously, I sat in your waiting area for 45 minutes before I finally was given my food and out the door I rushed. Once I had gotten back home, I had been gone one and a quarter hours. All for the simplest of take out food.
I do feel the need to interject my story here. Keeley is, very simply, the best food server I have EVER dealt with. She is just as sarcastic and funny as I am, all the time maintaining professionalism and efficiency. In short, if everyone at your restaurant was as half as good as Keeley was, you would have a five star restaurant in every facet. Not that you don’t already, but a chain restaurant is a chain restaurant. That’s the reason we keep coming back.
Here is my main problem with what went down last night. During the conversations between the line cooks and Keeley, she mentioned to them to please hurry, her guest was waiting. To which one of them responded, I don’t care if he’s waiting.
Completely unacceptable.
I do not air my dirty laundry in front of my guests and very much do not appreciate them speaking with her so disrespectfully with me being in earshot. Much less the fact that how ever my order disappeared, them being so uncooperative in resolving the problem. Problems occurs within restaurants, daily. Your strength is how you handle the problem. Almost more than the resolution.
Love to discuss this further with you. My contact information is below.
Thanks so very much for your time. This letter is not to complain about Keeley. She was wonderful and always is accommodating. It was, however, directed at your cook staff and their lack of consideration for my time.

My husband took me here on my birthday and the food was really good! However what I wanted was ribs and smoked wings. They were OUT OF RIBS ON A TUESDAY, go figure, and the Manager, Lou Jackson would not allow me to substitute anything for them. So in order to cobble together what I wanted I had to spend 50 percent more when I substituted brisket — normally the same price as ribs. Mr. Jackson, you need to go find a new job unrelated to customer service. Do you know how many MILLIONS of dollars Sonny’s spends on advertising to get new customers? How about $ 6.00 to keep a really loyal existing customer?

Fight in the kitchen! Our food was brought out– then lots of yelling from the kitchen. We were seated right by hostess stand and could see and hear pretty well. My first thought was a kitchen fire. Then, several dining room staff went over to pickup window and watched or whatever. I considered calling police when realized it was a fight. Police did arrive shortly. I hope it was a manager that called– but could have been a customer. NO staff apologized for disturbance. NO manager or server said a word to us. We finished our meals– my husband and I not really at ease. He stayed to pay. I took the kids to the car and we had to pass the police car and «some guy» likely a Sonny’s cook on the phone pacing back and forth.
While the interior appearance is nice and my son likes the pulled pork– It’s not enough for us to go back and eat inside. Receipt time stamp 6:08 p.m. 11/​15/​2015 Sunday night about $ 50 dinner experience for family of four.

ok dropped from 4 to 2. had been running a 4 for a while after some earlier problems with me. back to 2 and that is generous. baby back had all bones; cole slaw was warm; food was warm not hot. pulled pork was average at best looks like been laying around a while – not sure why we did not send back – our bad. just decided not to go back rather than sit and hope we get a good meal. waitress was average at best – just clocked in so did not know about the ribs (how they were) etc running around to her tables did not get refils on drinks – just not on the ball; in fact the entire experience was a 2 and that is generous

We came through the drive thru last night, although they were out of French fries, (it was close to closing) the lady working the window was extremely sweet to us! Would come back for sure. And always the turkey big deal is the way to go.

Sonny’s had a middling crowd so no reason for the slow service. The waitress told me the salad bar couldn’t be substituted for a side — not even for an up charge. The pulled pork was greasy and the corn bread tastes like it was a day old. The corn on the cob, ribs and sauces were great.
The Sonny’s in Brandon is much better.

I love this place. The baby back ribs are not fatty, the baked beans taste great, and the fries are tasty even though I know I shouldn’t eat anything fried. Service is pretty good at lunch time and they always ask if you want a drink to go. Still haven’t gotten used to that.

We came here for lunch with my husband’s aunt and her friends. We were told (as we were walking up «this place used to be better», and all I can think is «used to be better like Olive Garden used to be better, like Red Lobster used to be better, like Outback used to be better??» Panic sets in.) All I can say is if this placed USED to be better… I don’t know if I could handle the before, because this place was dy-​no-​mite in my book.
We ordered lunch, and our aunt and the friends around the table ordered lunch to be brought out at the end to take to their hubbies at home. The server (can’t remember her name but I think it was Connie) was happy to do that for them all (there were 3 of them) and the check was split and I didn’t sense any problem from the server. I was told that this is their favorite server, and I can understand why. She went above and beyond, all with a smile on her face.
The food was amazing. I tried my daughter brisket and fries, tried the Redneck Egg Rolls and the Corn Fritters and everything was de-​lish. I was told that the salad bar was not as good as it used to be, but I wasn’t having salad, so that wasn’t an issue for me. I had the pulled pork on garlic bread with cole slaw and I was one happy camper. The slaw cabbage was diced small and had shredded carrots and was sweet, just the way I like it. The meat was smokey and tender, nice flavor. The garlic bread put the sandwich over the top. The bread was thick and crunchy, had that nice buttery garlic snap to it, then you just sink into soft bread and meat heaven. Yum indeed.
I made a point of trying all the sauces:
Mild: Was pretty much a nice BBQ sauce with a signature flare to it.
Sweet: A very nice sweet BBQ sauce, always a safe bet, and this one was perfect, not too sweet, just the right amount to take some of the tang out of the regular mild sauce.
Mustard: A little watery, and very vinegary, if you like that sort of flavor, you’ll like this sauce.
Smokey: Very strong flavors and a touch of heat that was quite nice.
Sizzling: I thought the sweet was the flavor winner until I tried Sizzling. I found the spice level on Smokey to be hotter than Sizzling. Sizzling was this perfect marriage of sweet and spicy, with almost no heat to blow out your taste buds. Perfection.
The Corn Fritters were the perfect size for just popping in your mouth, and were dusted with cheese to really make the flavors sing in your mouth. These were really good. And the Redneck Egg Rolls were fantastic. The crispness of the wrap lended itself perfectly to holding the pulled pork and cabbage combo inside. I loved the textures of both, I liked the way they played off of each other. The sauce the egg rolls came with paired perfectly with these treats, so I really enjoyed those.
The restaurant was clean, the staff was friendly, I enjoyed lunch at Sonny’s and hope to be back very soon.

Who are you and what did you do with the Sonny’s I grew up with?
The Sonny’s chain is certainly stepping their game up when it comes to décor and overall establishment appeal! I stopped by with family for a little birthday celebratory luncheon and I almost didn’t recognize the place!
Sonny’s is clearing trying to compete with some of the local competition like 4 Rivers and Smoky Bones.
I’m pleased to report not much has changed in the food arena. Sonny’s still has the same consistent flavor and presentation. The deals are considerably better than before as well. There is something comforting about consistency and I applaud Sonny’s for that alone.
Although the restaurant was packed the staff was incredibly attentive and helpful with our large party.
If you are looking for good food and a nice atmosphere head over to Sonny’s, you won’t be disappointed.

The food is good, and the waitors/​waitresses are somewhat attentive but I always seem to get sick every time I eat here. I’ve only been twice and both times I’ve gotten sick. I decided to give it another shot and see if it was a one time thing. No. Went tonight and sure enough I got sick. I did notice however that my pork was barely cooked as it was 98% pink and 2% cooked. I am thinking that is the reason why I’m getting sick plus the fact that it has been poorly rated by the food critic multiple times. I can assure you that I won’t be back.

Not quite five star but definitely 4.5 stars. I have to hand it to Sonny’s as they have seemingly manage to transition from hillbilly heaven to a solid American BBQ restaurant with an updated menu, sleek décor and craft beer and bourbon bar.
In my opinion, the food has always been very good while being consistent from Kentucky down through Florida. The Big Deal is still a menu staple. It’s a huge sandwich with your choice of: pulled chicken, sliced pork, pulled pork, smoked turkey and even brisket with a side and a huge drink for $ 5.99. I opted for the AYCE ribs which also includes chicken or any of the meats with unlimited sides and that mega drink: sweet tea of course. It’s far more food than anyone should eat but in those moments of decadence, Sonny’s hits the spot.
In over 30 visits to Sonny’s in 6 different states, I’ve never order anything other than BBQ. Don’t ask me how the burger is or what’s on the salad bar because I haven’t a clue.
I like the new craft beer selection as well as the addition of the bar and decent bourbon selections. I’m still a sweet tea man when I’m down south.
This location has always and still does maintain a very friendly and attentive staff. Thanks everyone for making our bi-​annual visit a great one.

I always enjoy Sonny’s. Love the ribs and sweet tea. Drive thru is very convenient and usually quick.

This was a fast stop to slam down some ribs. Anyways Service Was great. The food came out cold. I talked to manager afterwards near kichen area pointing at person excepting the cold fast food from kitchen. I said there your problem. Not the servers. She handed me some gift cards. I said whatever get him in order. The place was slammed with customers out the doors. I will not return for cold food. It was like frozen dinner. Please at least microwave it.

Decided to give what I hoped was a new and improved Sonny’s another shot after not eating at one in over 10 years and stopped by for take-​out.
The remodeled building is very nice and upscale. The roadsign reminds me of Smokey Bones and the building of 4 Rivers.
Pros: Dry rub ribs looked good and were tasty. Fried okra. Corn muffin. Sweet BBQ sauce.
Cons: Chicken skin remains soggy and inedible. They have got to learn how to finish chicken. Chicken and Brisket had mild flavor. Black takeout containers had very greasy finger marks all over them.
I did find a disconnect between the new branding/​contemporary building appearance and the traditional diner appearance of the staff.
I’d go back for the ribs and okra. They are improving.

Well, first off we should start out by saying that we liked the new décor in this Sonny’s. It seems to be more modern, and when we walked in we were excited as we have always loved Sonny’s but we were disappointed last night.
Our waitress was rude and not very attentive. We even had to ask to have more water. When we asked for things, we felt like we were bugging her. When our food arrived, we felt like the servers just ran off, instead of asking us what they could get for us. Then, we had to ask someone else to bring us those wet naps to clean our hands. She rolled her eyes, and she didn’t seem very excited to help us.
The food was less than average. We had ribs, ½ chicken, and a brisket sandwich. The main course was okay, but the sides were gross! The corn tasted rotten, the cornbread was dry, the fries were average, and the beans were gross! We were not pleased, by then again we are big bbq fans.
I’m sad and sorry to say that we will not be back to Sonny’s anytime soon.