Sugar Factory - Boston

Review summary

1. M

   Michelle

   Greater Boston3 reviews

   3.0

   Dined 4 days ago

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

   Overall experience was mediocre. I booked on OpenTable, it asked if we are celebrating for any particular reason… which I put down my birthday. We arrived, hostess greeted us and brought us over to the table that was not fully set (less than half the plates and half of the glasses). After sitting for about 15 minutes, our waiter came over, grabbed the remaining missing cups and poured us some water. The waiter was friendly and smiling but not attentive even though the restaurant was not busy. Once we ordered, only 1 persons food came out but it was not even the correct burger that was ordered. The waiter was no where to be seen for 10-15 minutes. When he finally came back to bring us our food, he realized my friends burger was not in fact his (thankfully my friend realized it was wrong and did not eat it). All of our food was given by the food runner. The waiter disappeared again. We didn’t have all of the silverware needed. Some people wanted salt, ketchup, more water, etc but again.. our waiter just disappeared. The group of us wanted additional round of drinks but sadly could not order it. Music and employees went to a near by table for a birthday celebration… my friends tried getting the attention of another employee to signal for the same birthday treatment, even though the employee gave the thumbs up nothing came from it. Our waiter didn’t even ask if we wanted to see menus for the desserts. He just dropped the check and went over to another table next to ours. Overall the experience was fine, I was not impressed.
   

   Is this helpful?

2. M

   Maria

   West Palm Beach1 review

   2.0

   Dined 5 days ago

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

   Food and ambiance were great but service could be better. We had a party of 10 people and only had one glass of water poured at the beginning of our service and not until I asked the server towards almost the end of service did she pour us another glass. Also the dessert was an unusually long wait, almost longer than it took for our entrees to come out. I realize they were skillets but we were not told it would take longer because of that until we asked how much more time for our desserts to come out. Venue was not overly busy this particular night. Will try again but hoping to have better service next time around.
   

   Is this helpful?

3. L

   Lesley

   Greater Boston1 review

   4.0

   Dined on 22 March 2025

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

   It was a lot of fun! The kids loved it, food was pretty good, but it was beautiful and definitely fun after the museum of Illusions
   

   Is this helpful?

4. A

   Ari

   Greater Boston1 review

   1.0

   Dined on 22 March 2025

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

   When I came to the restaurant, I mentioned to the host that it was my nephew's birthday and if they could just sing happy birthday to him. She said she would let our waiter know, so I assumed after we paid the bill and were packing up they would. They sung happy birthday to about 3 other families while we were there. At one point they were so close to us I hurried and got my phone thinking it was for my nephew, but it was not. I mentioned to the waiter again, when my nephew was on his phone, and she made it seem like she was aware already. But nope we got the bill, our to go boxes and even waited around and the waiter was still tipped but nobody came. I'm very upset I even made a note on the reservation. I won't ever return back to this location, waiter was nice, but the service sucked!!!
   

   Is this helpful?

5. L

   Lauren

   Greater Boston1 review

   5.0

   Dined on 21 March 2025

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

   Just had my daughter’s 16th birthday there and it was over the top adorable! The girls had so much fun and of course took 1000 pics! The staff were attentive and fun, and really got into singing happy birthday. It was a blast! And the food was delicious!
   

   Is this helpful?

6. OT

   OpenTable Diner

   Greater Boston3 reviews

   5.0

   Dined on 21 March 2025

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

   The waitress was very nice and food was great. Large portions. We love it and put 7 year old enjoyed herself.
   

   Is this helpful?

7. T

   Tanya

   Greater Boston1 review

   2.0

   Dined on 10 March 2025

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

   Upon arrival very empty, kind of strange only 3 other families. We were seated upstairs by windows, which appeared to be very nice but as we sat we noticed windows were dirty, paint was peeling on spots and it appeared some of the hearts on the wall were missing. Our Waiter arrived and was very pleasant greeting us. But took a good amount of time to return to take our order. When he came back he took our order and left and we realized he never asked/ took our drink order. Long wait again for appetizers. Our appetizers arrived by a runner (not a server) so we still couldn’t order drinks. We did not have any plates for our appetizers(took them from an empty table when we still had not seen our waiter. Our food arrived and our waiter came and asked if we needed anything, we ordered drinks and syrup that was missing from a meal and salt and pepper. Waiter came back with drinks and forgot syrup. After waiting again for a long period no waiter to be found went down and asked hostess for syrup, she replied “ ask your waiter”! Lol.. well if we could find him! Waiter finally arrived after other were almost done eating with syrup. One or the 3 burgers that were all requested medium was well done, and birthday girls chicken dish was pretty awful, chicken was visually unappealing and tough to eat, potatoes were also under cooked, broccolini was only good thing on the dish. We had planned to do fun desserts but the waiting time was just killing the vibe. They did come sing happy birthday! It was cute and Birthday girl laughed. Thank you! But sadly we would definitely not return.
   

   Is this helpful?

8. OT

   OpenTable Diner

   Unspecified1 review

   5.0

   Dined on 9 March 2025

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

   I was there for my daughters 14 birthday and we all loved it
   

   Is this helpful?

9. OT

   OpenTable Diner

   Las Vegas1 review

   4.0

   Dined on 6 March 2025

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

   Hostess seemed very annoyed we were there lol. Waiter was great. Food was tasty. Biggest complaint, the entire floor was sticky anywhere you walked. Like they used the wrong cleaner. Gross for a restaurant.
   

   Is this helpful?

10. MR

    MaryR

    Connecticut2 reviews

    5.0

    Dined on 6 March 2025

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

    Me Encantó la experiencia , muy rica la Comida y bebidas
    

    • 

    Is this helpful?