Sugar Factory - Time Square

Review summary

1. E

   Edwin

   Philadelphia4 reviews

   5.0

   Dined 1 day ago

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

   Food was ok. Service was good. I don’t get how it’s 20 percent service plus I’m tipping
   

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2. S

   Sonia

   New York City1 review

   1.0

   Dined 2 days ago

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

   Food overpriced and quality of it not good at all! Service is terrible. Just worth it if you want to take pictures. Other than that not worth going!
   

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3. L

   Liam

   New York City1 review

   1.0

   Dined 2 days ago

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

   Worst service I’ve ever experienced. The place is so understaffed it’s crazy. Not worth it
   

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4. S

   Stacy

   Orange County1 review

   1.0

   Dined 3 days ago

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

   We were seating in an area too dark to see the menu so had to use flashlights on phones. Server never came back after seating so we asked a passing manager for help, who took our order. We couldn’t hear the next waiter delivering food as someone had turned the music up so loud it was like sitting next to speakers in a club. He came back with someone after turning music down a bit and asked if we needed anything. We asked for a spoon. 10 minutes went by with no spoon until we caught another waiter and he grabbed it. Food was cold when it arrived and lacked flavour. Drinks were half decent. No one checked on us for refills or asked us how our food was. We had to find someone to ask for our bill, not our waiter again. Then no one came to take the payment. The manager walked by again so we flagged him down. Manager took the automatic gratuity of 20% off (applicable for all, not just large groups) and we told him he was the old good service or experience we got there. Not worth the pricey cost in our opinion!
   

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5. M

   Maria VIP

   New York City15 reviews

   5.0

   Dined 3 days ago

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

   It was a nice experience. Be prepared to spend your money
   

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6. S

   Sandra

   Chicago1 review

   2.0

   Dined 4 days ago

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

   This location is not as nice as the Chicago location. It was disappointing. We started off with an excellent waitress, and then she handed us off to a other waitress. The other waitress took our order and we never saw her again until the bill was due. A server brought us our food. I asked him for additional plates since we were sharing some of the entrées. The plates never arrived. Our drinks are never refilled. No one checked on whether we needed anything once the food arrived. The food is overpriced, but I knew that going in. The ambience In Chicago made the experience quite lovely and we weren’t bothered by paying $28 for a hamburger. However, beyond was lacking at the New York City location.
   

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7. N

   Nia

   New York City1 review

   5.0

   Dined 5 days ago

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

   I would like to thank Juan for helping my son’s birthday a special day! Juan was very patient with us and made us feel very welcomed. I loved this experience I had at this sugar factory my family and I thank you!
   

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8. C

   Cindy

   Miami10 reviews

   3.0

   Dined 6 days ago

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

   Service was very slow and they weren’t very busy. The food is okay, but the service itself was very slow.
   

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9. J

   Jacki

   Coastal Georgia1 review

   3.0

   Dined 7 days ago

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

   I got the colored sliders. The buns were hard. They were out of the souvenir duck that was to come with it. My daughter got the baguette chicken with fries. It was delicious. The music was so loud we couldn’t even talk to each other or hear our server. The prices were very high, even for NYC. We will not return.
   

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10. D

    Dana

    Baltimore2 reviews

    2.0

    Dined 7 days ago

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

    Brian was our server, and he was fabulous - polite, helpful, and attentive. However, when we first arrived, the hostesses didn't greet us as we entered. Instead, she answered a personal call on her cell phone and proceeded to argue with that person in front of me and my children. Afterwards, she never gave us a formal greeting, Instead, she used a rude tone, asked if we had a reservation, and when I showed her, she rolled her eyes, grabbed the menus, and said, "Follow me," and led us upstairs. Then, she threw our menus onto the table and left. She was very rude and unprofessional and SHOULD NOT be in a customer-service-related job. The drink prices were crazy. $44 minimum for an alcoholic drink and $35 for a non alcoholic drink. You couldn’t order a smaller portion - all came in large fishbowl-type glasses. My daughter is 9 and wanted a cool drink, but I wasn’t about to spend that kind of money on a drink I knew she wouldn’t finish. So we all stuck with the free water The food was subpar. We had the fried calamari, which was good, fries, sweet thai chili tenders - these tasted like freezer bag tenders with a ton of sauce poured on them, and mozzarella sticks (all on the apps menu), and one waffle burger. After all that, our total came to $143. It wasn’t the experience I was hoping for. WAY overpriced. I would NOT recommend it to anymore more will I ever return.
    

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