Sugar Factory - Time Square

Review summary

1. m

   mistie

   Las Vegas

   1 review

   1.0

   1 review

   Dined 2 days ago

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

   They only had a limited menu on a Friday afternoon. Then 20min after we ordered they opened the menu. It was frustrating. They were also out of almost all their drinks. Very disappointing experience
   

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2. L

   Laqnda

   Washington DC

   4 reviews

   2.0

   4 reviews

   Dined 2 days ago

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

   Our drinks came out after we were half way done with our food preventing us from drinking it all. The drinks only come one way, extra large! Not suitable for kids so a waste of $32. The chicken was extremely thick and the breading was undercooked. The waiter didn’t check on us due to automatically receiving a gratuity of 20% if more than 1 person is being served at the table. I didn’t know until after the fact, that I didn’t have to pay that! For a very expensive restaurant the customer service was horrible to say the least! They came to our table twice plus to bring us the check. Table photos were $25 each unlike those around the city was only $20. Remind you this has nothing to do with being broke, this has everything to do with how they are at the center of the Time Square and provide poor services compared to other places next door to them. I definitely would not recommend this place and will not be a returning customer.
   

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3. J

   Jennifer

   New York City

   3 reviews

   3.0

   3 reviews

   Dined 4 days ago

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

   I know it was New Year's Day, but the restaurant was not crowded. There were plenty of servers available for the number of guests. We had reservations and waited 10 minutes to be seated as there was no host/ess. We sat for another 10 minutes before being greeted by anyone, and the woman who gave us water was not supposed to be our server. Our server finally greeted us and assured us she'd return to take our order. She disappeared once more, and, finally, the kind waitress who gave us our water took pity on us and took our order. The food came quickly and tasted fine, but it was pretty pricey for what we got. I honestly wouldn't go there again. I was drawn to the novelty of it, but it did not deliver.
   

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4. S

   Sherri

   VIP

   Washington DC

   6 reviews

   2.0

   6 reviews

   Dined 4 days ago

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

   Really disappointing experience overall. Food is very average. It comes at different times so half the table has food for 5+ minutes before the rest. No utensils so food got cold waiting for that plus things like syrup that did not come with pancakes. The $40 drink came as we were finishing food and it was not even good to was left full on the table. I would never go here again.
   

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5. S

   Shelley

   Calgary

   6 reviews

   1.0

   6 reviews

   Dined 4 days ago

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

   We were excited to go here as we have been to the Sugar Factory in Atlantic City and it was amazing. Unfortunately nothing came even close to good here. The food was barely edible, the drinks were so bad we left 2 out of 3 on the table and our server kept disappearing for 20 minutes at a time….never to be seen by anyone. He kept coming up with different excuses for his absences but I knew he was full of it. Our appetizers came out long before we had drinks on the table…even after asking for water twice while waiting for our mostly undrinkable cocktails. We ordered the spinach and artichoke dip with the tortilla chips and the Mac and cheese pops as appetizers. There was so much salt and spice on the tortilla chips that I literally was forced to finish one of my horrible cocktails. We then ordered the sliders and a salad for our main course which thankfully was better than the first. I was super disappointed that I couldn’t order the espresso martini tree. Our waiter said the restaurant was out of the ingredients but I had a feeling that the bartender just didn’t want to make it. So instead he put in the margarita flight. Only one of the 3 was even drinkable. Literally the worst margaritas I have ever had. So disappointed with our night. And when the bill came, we saw an automatic 20% gratuity included! I was super annoyed. I work in the industry and literally have to bust my butt to get a 20-25% tip. And this guy, who gave me some of the worst service and the worst food/beverages ever was going home with easy money! Not on my watch he wasn’t. I did speak with the manager. He did discount our bill some, although in my opinion it should have been more. I will never recommend this restaurant to anyone in NYC.
   

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6. M

   Martha

   San Francisco

   15 reviews

   5.0

   15 reviews

   Dined 4 days ago

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

   It was a great dinner, time , drinks awesome - music great - would go again
   

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7. V

   Victoria

   San Diego

   1 review

   1.0

   1 review

   Dined 5 days ago

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

   The service was horrible! knowing we had 3 kids didn’t bring out our food together, didn’t give us utensils or napkins we had to wait for them each time we received food. had to ask multiple times for everything.
   

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8. R

   Rebecca

   New York City

   2 reviews

   1.0

   2 reviews

   Dined 6 days ago

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

   Don’t waste your time or money. They were out of everything we tried to order; the menus and table top were so greasy we couldn’t hold onto them, the decor was falling apart. The food we got tasted like it had been in my freezer for a coupon of years.
   

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9. s

   sandra

   VIP

   New Jersey

   11 reviews

   4.0

   11 reviews

   Dined 6 days ago

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

   We went for Brunch /Lunch, and were told the menu items were in that category. One of us would have liked soup, but was not an option at the time we were there11:30 reservation. Food was great , ice cream drinks were a real treat!
   

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10. D

    Dean

    Denver

    5 reviews

    4.0

    5 reviews

    Dined 6 days ago

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

    Worthwhile - the menu is huge and the atmosphere is fun. Servers are polite and overall experience is great.
    

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