Sugar Factory - Time Square

Review summary

1. R

   Rebecca

   New York City

   2 reviews

   1.0

   2 reviews

   Dined today

   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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2. D

   Dean

   Denver

   5 reviews

   4.0

   5 reviews

   Dined today

   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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3. J

   Jessica

   Chicago

   1 review

   2.0

   1 review

   Dined 2 days ago

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

   Vibe was cool but that was it. Food and drinks were overpriced for the taste and quality. Service was non-existent.
   

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4. a

   allison

   New York City

   3 reviews

   1.0

   3 reviews

   Dined 2 days ago

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

   The service was horrible. It took almost 30 min just to take a drink order. Our sever was no pleasant. Our appetizers were delivered with no utensils or plates. We had to eat over napkins that we took off of another table. Then one of our meals was forgotten. We asked 3 times where it was and on last time server said do you even still want it! YES we do want to eat! Our second round of drinks arrived after we were done with our meals. Overall the food wasn't bad so it's a shame that service was so horrible because we will never go back. Also note that a 20% tip is added no matter how the service was and how many people are in your group. Maybe if they didn't do that the servers would actually try!
   

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5. C

   Chinue

   Caribbean

   3 reviews

   4.0

   3 reviews

   Dined 3 days ago

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

   Establishment a little small. But ambiance and food are delicious. Staff are also really pleasant and accommodating. Just a bit sad the drinks and desserts are all priced so high.
   

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6. J

   Jocelyn

   New York City

   1 review

   5.0

   1 review

   Dined 4 days ago

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

   Made a reservation and there was a miscommunication where others kept getting sat before us. Once the manager realized what was happening they took care of us and made sure everything else ran smoothly. Overall it was a great experience with kids, the staff was friendly and accommodating. A dinner my kids won’t forget… definitely order the large ice cream dish- it comes complete with singing and dancing staff!
   

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7. S

   Susanette

   New York City

   1 review

   1.0

   1 review

   Dined 4 days ago

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

   BEWARE!! Service is very poor. Server didn’t apologize for making us wait 20 minutes to take our drink order. Food and drinks came to the table incomplete. I had to ask the waiter where the rest of the drinks and food was and once again didn’t apologize. Gratuity of 20% was automatically included even though we had a party of 4. As per the check, it states that they will add 20% even for a party of ONE! When I expressed how disappointing this to the server, her response was well “it’s the area” and she walked away! I will never EVER go there again!!
   

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8. C

   Caroline

   VIP

   New York City

   3 reviews

   3.0

   3 reviews

   Dined 4 days ago

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

   Music was way too loud. Was listed as a family friendly place yet no kids menu. Expected it to be a fun atmosphere. Food was pricey but very good
   

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9. E

   Elizabeth

   New York City

   4 reviews

   3.0

   4 reviews

   Dined 4 days ago

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

   Our experience at The Sugar Factory was fair. We were there on a Thursday afternoon at 1:00pm and they would only let us order off the breakfast menu. The breakfast menu said they only offer breakfast food on SATURDAYS AND SUNDAYS until 4pm, so I am unsure why we couldn't order off the lunch menu. The tables next to us asks these same questions when they went to order as well. The server seemed disinterested and bored with his job. For us The Sugar Factory is a one and done kind of thing. Also, there were too many things we tried to order but could not because they were out. For example, they offer drinks and desserts with cotton candy but they had none. If you are not going to replace items you need to make the drinks and desserts take those off of your menu. The server told us they had not had cotton candy in a long time. Our experience at Serendipity was far better. Try it once and move on to other better restaurants who appreciate your business.
   

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10. M

    Marisa

    New York City

    1 review

    1.0

    1 review

    Dined 4 days ago

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

    The place is over rated and dirty. The table was dirty and so was the fork and knives. The windows haven’t been washed in years and the bathrooms are absolutely disgusting. They also added. Their own tip on a table of 4 which is wrong. Never ever again
    

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