Sugar Factory - Time Square

Review summary

1. C

   Chinue

   Caribbean

   3 reviews

   4.0

   3 reviews

   Dined today

   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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2. S

   Susanette

   New York City

   1 review

   1.0

   1 review

   Dined 1 day 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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3. C

   Caroline

   VIP

   New York City

   3 reviews

   3.0

   3 reviews

   Dined 1 day 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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4. E

   Elizabeth

   New York City

   3 reviews

   3.0

   3 reviews

   Dined 1 day 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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5. M

   Marisa

   New York City

   1 review

   1.0

   1 review

   Dined 1 day 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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6. A

   Amy

   New York City

   2 reviews

   4.0

   2 reviews

   Dined 1 day ago

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

   The atmosphere was fun and they had a lot of Christmas decorations up which was nice. The menu is extensive. The service was fine. But the food was just ok, especially for what they charge. The whole place is in need of a good cleaning. The tables were sticky and the wall next to our table was covered in food splatter. The bathrooms were dirty and sections of the tile floor in the restaurant were missing. You could tell they put a lot of effort into decorating but maybe they need to put more effort into cleaning.
   

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7. L

   Lance

   New York City

   1 review

   3.0

   1 review

   Dined 3 days ago

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

   Definitely paying for the “experience”. Food was 5/10 at best. Got my wife’s order totally wrong. Offered to replace it, but was already about 5 minutes later than the rest of our party. Service was 4/10. Waitress seemed uninterested in working and restaurant has automatic 20% gratuity added to all checks. Basically, 3 stars with 1.5 being for the experience. $355 check for well below average food and drinks.
   

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8. K

   Kory

   Orlando

   5 reviews

   3.0

   5 reviews

   Dined 3 days ago

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

   Went to the sugar Sugar Factory for Christmas themed milkshakes and they were sold out. Our kids split an overpriced brownie sundae and my wife and I were going to share a Christmas drink but cancelled it after it wasn’t even ready by the time our boys sundae was finished. Tables are quite close together.
   

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9. L

   Lani

   New York City

   6 reviews

   1.0

   6 reviews

   Dined 4 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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10. A

    Ailín

    New York City

    1 review

    5.0

    1 review

    Dined 4 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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