Sugar Factory - Time Square

Review summary

1. D

   Donna

   New York City

   1 review

   vip
   1.0

   1 review

   Dined 1 day ago

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

   Service was absolutely horrible. Ordered drinks one person did not receive until after 4 times asking for it and halfway through entire meal. Every time we ordered something never came till we had to ask again while tables larger and smaller around us received it all. Even tables who were seated after us. Could not even pay bill and leave that took over 1/2 hour. And place is filthy dirty. Chair material worn and stained. Overall really bad experience. I have been several times to other locations in NYand enjoyed but Times Swuare will never go to again. And I live in NY.
   

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2. B

   Babli

   New York City

   3 reviews

   1.0

   3 reviews

   Dined 3 days ago

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

   Never going back there again. Ordered two appetizers after 20 mins of waiting, food was horrible, thought of ordering a drink, waited another 15 mins to order and 15 mins to get the drink, decided to have the main course somewhere else. Waited 20 mins to get the check They are highly understaffed, food was worse than McDonald food and service was terrible.
   

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3. M

   Michelle

   Des Moines

   19 reviews

   vip
   1.0

   19 reviews

   Dined 6 days ago

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

   Slow, not clean, expensive. Very disappointing.
   

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4. N

   Natalie

   New York City

   1 review

   2.0

   1 review

   Dined 7 days ago

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

   Unfortunately this was not at all what we expected it to be. We took our Girl Scout troop for lunch after seeing a show in the city. The place is small, dark, and not the sweet place we expected it to be. The service was horrible although the manager did try to make it better once we complained. Service was slow and food was not very good for the price. Although our girls are too old for American Girls I wish we had gone to their restaurant or even Shake shack across the street. I would not go back nor would I recommend.
   

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5. B

   Beth

   New York City

   3 reviews

   2.0

   3 reviews

   Dined 7 days ago

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

   Pretty much everything went wrong with this one. They really missed the mark. They brought my husband’s food and my milkshake out 15 mins before they brought my food and my children’s food, so by the time we all were able to eat together, his food was cold and my shake had melted all over the table. Do they not know it is proper etiquette to bring all the food at the same time? Furthermore, I asked for my sliders to be cooked medium. They came not only well done but VERY well done, like hockey pucks. The sliders are supposed to come with crispy onions, tomatoes, lettuce… mine were totally empty! Just an inedible hockey puck burger between two pieces of bread. Nothing else! I came for my birthday and I guess the restaurant doesn’t do anything for birthdays even though they saw it was part of the reservation. The server changed to a different person in the middle of our experience which also is a faux pas. Overall, just not good. Not high class, servers need training, and cooks need to get it together. Disappointing at best.
   

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6. N

   Nadia

   Greater Boston

   1 review

   2.0

   1 review

   Dined on November 16, 2024

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

   Took my daughter for her 13th birthday. Very over priced and not really worth the hype. only had the brunch menu available on Saturday at 2pm. It was OK. I will not be going back
   

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7. S

   SHERIE

   Atlanta Metro

   3 reviews

   3.0

   3 reviews

   Dined on November 16, 2024

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

   I had high hopes for Sugar Factory, but my experience was disappointing. I set a 10PM reservation through OpenTable and received a message from the restaurant through OpenTable stating I needed to arrive before 10 to guarantee seating. My daughter and I went to see the Rockettes show and had to rush to the restaurant to guarantee seating. However, while there, I noticed multiple parties being seated well after 10 PM, which felt inconsistent and unfair. The service also left much to be desired. our waitress was clearly overburdened, managing far too many tables to provide attentive service. After finishing our meal, it took 15 minutes just to place a dessert order, another 15 minutes to request the check, and an additional 15 minutes to pay. While the atmosphere was lively and the food was decent, the service issues detracted from the experience.
   

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8. N

   Natalie

   New York City

   1 review

   1.0

   1 review

   Dined on November 16, 2024

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

   It was my daughter’s 12th birthday and we had the most horrible experience. We ordered truffle fries and it taste like oil and air- not to mention they were cold. We also tried the brownie and it was as hard as a rock and I had to send it back. Also I ordered a drink with the sever as soon as he took my order, I didn’t receive the drink until minutes before we were leaving. The wings were the best thing in the menu I was very disgusted because my daughter didn’t enjoy herself
   

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9. J

   Julia

   New York City

   1 review

   1.0

   1 review

   Dined on November 15, 2024

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

   My boyfriend and I decided to come here for our 1 year anniversary this weekend. We were super excited since i've had a great experience at a different sugar factory. We got seated in a small area upstairs where there were two other families dining super close to us it felt like there was no room to move and it was hard to talk to each other since it was so loud in that small space. Right next to us like 3 feet away was a table of workers from there that were filming a video promoting their new drink that they had to use a torch to melt marshmallow on the cup. The whole time they were talking badly about the product in front of customers which is highly unprofessional. At one point a lady that had been taking professional camera photos was standing right in between the two tables with her behind practically on our table. Workers kept coming and going behind and aside our table the entire time we were there. All we wanted was to enjoy our dinner and celebrate our anniversary but instead we spent an expensive amount of money just to have an awful experience.
   

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10. C

    Catherine

    Orange County

    1 review

    1.0

    1 review

    Dined on November 14, 2024

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

    We chose to dine here because people talk about the desserts. The food is average at best and not worth the price. If you’re going to experience the desserts then I would just focus on that and not get a meal. The place in NYC is very small downstairs. Plan to climb upstairs. If you’re into only hip hop and rap music then you might be happy with the blaring sound. Don’t plan to have conversation. I think people go there because “celebrities” go there. There’s so many better choices out there. Make it just a dessert place.
    

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