Sugar Factory - Glendale

Review summary

1. N

   Niam

   Phoenix

   1 review

   1.0

   1 review

   Dined 5 days ago

   1. Overall 1
   2. Food 3
   3. Service 1
   4. Ambience 4

   This place was absolutely terrible, and my family and I were extremely disappointed. The level of service we received was awful, and I truly hope no one else has to go through this. We arrived with a reservation at 6:30, but the person at the desk informed us we would have to wait for a server. Then, another family walked in and was seated before us! Afterward, the waiter came back, asked for my name again, and told us to wait once more. Fifteen minutes later, we were seated at a table that was filthy. The chairs were so dirty that my husband had to try cleaning them, but even then, he couldn’t get the food stains off. We requested to be moved to a different table. When our server finally arrived, they brought us a tiny menu, explaining that they were "out of regular menus." We finally placed our order, but our food and drinks took forever to arrive. When the drinks did come, they were served in plastic cups because, once again, they were "out of glass ones." To make matters worse, the table we were moved to was also dirty, and the floors were disgusting. It felt like we were being rushed through the entire experience. We will never return to this place again.
   

   Is this helpful?

2. J

   Jenny

   San Diego

   8 reviews

   3.0

   8 reviews

   Dined on 16 February 2025

   1. Overall 3
   2. Food 3
   3. Service 3
   4. Ambience 5

   4 of us went 2/16/26 for brunch with a reservation through OpenTable. When we arrived, the restaurant was maybe 25% full and they seemed understaffed with no one at the hostess stand. We waited about 10 minutes to be seated. Cute atmosphere, but very large space and seemed strange that they barely had any staff or customers on Valentine's weekend for brunch. Our server was adequate, but busy. I tried to order the lucky charm espresso and was told their espresso machine was broken. Then when my girlfriend tried to order waffles that had cheesecake on top she was told the cheesecake "wasn't ready yet" and that it takes 4 hours to set. The drinks cost as much or more than the food, and we're just okay. The French toast, waffles, and eggs benedict were good. Would we go back? Sure, if that's where my friends wanted to go, but it wouldn't be my first choice.
   

   Is this helpful?

3. B

   Bethany

   Phoenix

   1 review

   4.0

   1 review

   Dined on 16 February 2025

   1. Overall 4
   2. Food 3
   3. Service 4
   4. Ambience 5

   It’s a fun experience. Everything is costly, but it’s to be expected.
   

   Is this helpful?

4. L

   Leticia

   Dallas

   1 review

   1.0

   1 review

   Dined on 15 February 2025

   1. Overall 1
   2. Food 1
   3. Service 5
   4. Ambience 5

   Totally unsatisfied, food was tasteless and well overpriced for portions. Drinks are also overpriced, you have to ask what type of alcohol is in the drinks and on top of that, they don't put much alcohol in the drinks. Waste of time and money! Customer service was great
   

   Is this helpful?

5. V

   Vanessa

   Phoenix

   1 review

   1.0

   1 review

   Dined on 15 February 2025

   1. Overall 1
   2. Food 1
   3. Service 1
   4. Ambience 3

   I had a reservation at 7:00, I arrived a half hour early, checked in and waitress put my name and phone number down. Completely forgotten about, kept seeing people get called in after they arrived after me. Went up to ask about my reservation that was when I was seated. My food that I ordered was wrong had to be sent back. I had to ask two different waitresses to get a glass of water. Horrible experience especially on Valentine’s Day.
   

   Is this helpful?

6. T

   Thomas

   Phoenix

   1 review

   3.0

   1 review

   Dined on 15 February 2025

   1. Overall 3
   2. Food 1
   3. Service 2
   4. Ambience 4

   I went it expecting so much for the amount that I knrw it was going to cost my family. Instead, I was served under seasoned and under sized food. They were out of items specifically for the holiday. The server treated my son, who was the same size as him, as kid with a little plastic cup and wouldn't let us keep our menus for dessert. We were told we only had 2 hours to eat, which was fine as it didn't take that long to eat the food. The music was too loud and the tables were too close together. We were going in anticipating dessert, but after the blandness of the food and the lack of sauces to compensate, we couldn't think of ordering an uninspired cup of sugar. The only saving grace was meeting another server who was so personable and easy going. She made the night better. If given the chance to go again, we would likely pass. When it comes to factories, this is below cheesecake, old spaghetti and even pizza.
   

   Is this helpful?

7. S

   Steve

   Phoenix

   3 reviews

   2.0

   3 reviews

   Dined on 14 February 2025

   1. Overall 2
   2. Food 3
   3. Service 3
   4. Ambience 3

   This is an ok experience. The restaurant was a bit dirty and very pricey, but it was ok.
   

   Is this helpful?

8. D

   Desmond

   Phoenix

   1 review

   3.0

   1 review

   Dined on 9 February 2025

   1. Overall 3
   2. Food 2
   3. Service 4
   4. Ambience 4

   Fun experience if you have small children. The food is overpriced for the taste. Mac and cheese balls, Onion Rings and Chicken tenders 0 Flavor. The wings were 9/10 though. Steak cooked well but flavor was lacking. Mash potatoes are not fully mashed and had huge chunks of potatoes (I personally did not mind but something to consider). The experience is fun, but I think it's a once-a-year thing and would go just for a fancy drink and possibly dessert. Service was great and our server made the kids feel really special. I think we did get lucky with the server we got as two other servers were arguing with the hostess. I will say the location its self-seemed run down. Old looking candy/No candy in the store and broken decorations. I would try the Sugar Factory again in the future... just maybe a different location.
   

   Is this helpful?

9. T

   Tia

   Phoenix

   1 review

   1.0

   1 review

   Dined on 3 February 2025

   1. Overall 1
   2. Food 2
   3. Service 1
   4. Ambience 3

   Made a reservation 2 weeks prior, received confirmation and reminder two days prior, when arriving acted like they had no idea who we were and mentioned they were celebrating a birthday so they were a little hectic - we were there also to celebrate a birthday and had it documented in the confirmation and i called the day prior to ask a question about it. Put us in a private room, forgot about us until we went out looking for someone. let them know we were celebrating a birthday and they brought an ice cream and 2 people came to sing but did not do the same presentation they did for others with the whole dance, etc. Very basic experience and food for a $400 bill - without any alcohol being ordered. Didn't bring drinks, didn't bring syrup for chicken and waffles, had to go out and get our own to go containers and track the server down to get the bill. I would not return nor recommend.
   

   1 person found this helpful

10. P

    Patty

    Phoenix

    1 review

    3.0

    1 review

    Dined on 26 January 2025

    1. Overall 3
    2. Food 2
    3. Service 4
    4. Ambience 4

    Went there to celebrate my daughters 12th birthday. Her experience was great . On the other hand , when it was time to order my brunch , they had no coffee , no sourdough bread , no matcha tea. Our waitress explained they were under new management, and did her best to accommodate and give us alternatives. Would I go back ? Sure, but I would only order dessert and not their food.
    

    Is this helpful?