Sugar Factory - Time Square

Review summary

1. L

   Lani

   New York City

   6 reviews

   1.0

   6 reviews

   Dined 3 days ago

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

   Service was baaaaaad! It took so long to take our orders … Our bill … (and they put the 20% gratuity automatically - the nerve)! Even the box to take some leftover food home (they said they ran out of boxes/containers)! And the restaurant wasn’t that busy! UGH! We will never go back!
   

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2. A

   Ailín

   New York City

   1 review

   5.0

   1 review

   Dined 3 days ago

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

   Amazing staff! Really kind and helpful. I’m vegan and they made me a vegan hot cocoa with almond milk. My mom got a french toast and it was huge, great service.
   

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3. S

   Stephanie

   Toronto

   2 reviews

   1.0

   2 reviews

   Dined 3 days ago

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

   Definitely a tourist scammer. Saw many of the Christmas menu advertised on TikTok and went there on December 23rd and just 2 out of the over 20 Christmas items were available. The Cookie Monster pancake had a donut just out of the freezer, none of the kids wanted it. The regular pancakes were just fine. Definitely overpriced. The only table available for our party on open table was at 8:30 am, but when there until 10 am many tables were still empty.
   

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4. A

   Allison

   Las Vegas

   6 reviews

   1.0

   6 reviews

   Dined 3 days ago

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

   The host stand employees were nice. Other than that….lol no. Walked out after waiting 30 minutes sat in a cramped table next to a blaring speaker for WATER
   

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5. C

   Christopher

   VIP

   Greater Boston

   2 reviews

   2.0

   2 reviews

   Dined 3 days ago

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

   Horrible experience, everyone's food came out except for my wife , waited 20 min for her sliders
   

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6. K

   Kayla

   New Orleans

   1 review

   1.0

   1 review

   Dined 3 days ago

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

   Would not recommend Sugar Factory to anyone. Terrible food and terrible service. They also charge an automatic 20% gratuity regardless of party size. So no incentive for good service anyway. Food is expensive and barely palatable. Asked for a cup of drip coffee. Had to ask the waitress twice for cream. Tasted like it had been sitting around all day and they wanted to charge $8.00 for drip coffee. So $9.60 when you factor in the automatic 20%. Luckily I got this taken off my bill as I only took two sips because of how bad it tasted. Had to ask waitress multiple times for anything we wanted. Music is super loud and annoying. Not a good experience. Don't waste your time or money.
   

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7. J

   Judy

   VIP

   New York City

   3 reviews

   3.0

   3 reviews

   Dined 4 days ago

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

   The woman’s bathroom smelled and the service was terrible. And they automatically charge you 20% gratuity. Not worth it.
   

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8. J

   Jennifer

   New York City

   1 review

   1.0

   1 review

   Dined 4 days ago

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

   Doesn’t allow to order lunch food until after 3pm. Only brunch items available and other selected items.
   

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9. b

   brandi

   Denver

   1 review

   1.0

   1 review

   Dined 4 days ago

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

   Waited 45 min past our reservation to be seated. While we were waiting, a server spilt ketchup on my daughter. All down her back and shoes. Didn’t offer to help clean her up or say sorry. Finally got seated and waited an hour for food. Food was cold. Worst experience ever. Will. It go back and do not recommend!!
   

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10. H

    Hannah

    Charleston

    2 reviews

    4.0

    2 reviews

    Dined 5 days ago

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

    Always super slow service. Basically ignore you when you get there you have to beg for water/menus. But you go for the experience of the drinks, desserts & the fun atmosphere. You don’t go over the service, so if you have a low expectation on the service, you’ll be fine. The food is actually really good though. 
    

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