Sugar Factory - Time Square

Review summary

1. D

   Debbie

   West Palm Beach

   1 review

   vip
   1.0

   1 review

   Dined 1 day ago

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

   Exceptionally bad service. Slow service. Asked for silverware with initial order. Brought one persons food but no silverware. Took 5 min to get silverware as food got cold. Second person’s food arrived 15 min later. Will Not Go Back!
   

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2. N

   Nancy

   New York City

   2 reviews

   2.0

   2 reviews

   Dined 1 day ago

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

   We waited thirty minutes for someone to come over and acknowledge us after we were seated by the hostess. The waiter came over and blatantly said “you aren’t in my section but I guess I’ll wait on you because I don’t know where your server is.” We gave him our entire order, but his hand held device to take orders was broken so needless to say our order came out wrong. My fiancé finally got his specialty latte after reminding the waiter three times and it came out cold. I asked for cream for my tea and it was brought out in a dirty cup. I asked for sugar and got sweet and low. Our eggs and home fries were cold, the pancakes were hard around the edges, and we never got our toast. It took us over an hour and a half for a simple meal. On top of that, they charge you 20% gratuity built into your check regardless of your party size. It absolutely was NOT worth the money and I wouldn’t go back there if you paid me.
   

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3. D

   Donna

   New York City

   1 review

   vip
   1.0

   1 review

   Dined 2 days 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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4. D

   Diana

   New York City

   1 review

   5.0

   1 review

   Dined 2 days ago

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

   They made my daughter fifth birthday a dream come true from her non-alcoholic lollipop drink to the staff singing Gracie’s corner birthday song with a tug boat of ice cream. We had a blast!
   

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5. B

   Babli

   New York City

   3 reviews

   1.0

   3 reviews

   Dined 4 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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6. M

   Michelle

   Des Moines

   19 reviews

   vip
   1.0

   19 reviews

   Dined 7 days ago

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

   Slow, not clean, expensive. Very disappointing.
   

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7. N

   Natalie

   New York City

   1 review

   2.0

   1 review

   Dined on 17 November 2024

   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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8. B

   Beth

   New York City

   3 reviews

   2.0

   3 reviews

   Dined on 17 November 2024

   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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9. N

   Nadia

   Greater Boston

   2 reviews

   2.0

   2 reviews

   Dined on 16 November 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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10. S

    SHERIE

    Atlanta Metro

    3 reviews

    3.0

    3 reviews

    Dined on 16 November 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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