Sugar Factory - Time Square

Review summary

1. O

   Odette

   Toronto1 review

   3.0

   Dined 1 day ago

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

   The restaurant has a beautiful atmosphere and excellent servers. Prices were high, several menu options were unavailable by 9 PM, and a 20% gratuity was automatically added for a party of one adult and three children, which felt excessive. Overall the experience fell short :(
   

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2. OT

   OpenTable Diner

   Philadelphia1 review

   2.0

   Dined 2 days ago

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

   Our waitress made us wait 45 minutes before getting our drinks (soda only) We asked her multiple times… she said she’d go get them and then would come back empty handed. We had to have the manager bring us drinks. Food was good but not worth the insane prices. We went…we won’t go again…
   

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3. J

   Jeff

   New York City20 reviews

   4.0

   Dined 2 days ago

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

   Prices were a little high, but that’s to be expected for NYC. It would have been better if all the door came out at once. By the time the 3rd dish was served the 1st was barely warm…. We’re talking about pancakes here. Not hard to time the service ….
   

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4. L

   Linda

   New York City1 review

   2.0

   Dined 3 days ago

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

   The name does not live up to the expectations, sub par service and food, the dessert was beautiful presented however lacked in flavor and quality (Barbie Milkshake no real strawberry flavor with a stale donut) outrageous priced food items which one can definitely get better quality food and service elsewhere in the city. The sad part is that they display a video of all the celebrities that visit these restaurants to lure people in. NEVER AGAIN! The only reason I didn’t leave immediately was due to my daughter birthday and her request to at least try this restaurant chain, been there, done that and never a repeat customer again.
   

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5. L

   Lea

   Charlotte2 reviews

   4.0

   Dined 5 days ago

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

   This restaurant is all about the drinks. The food was mediocre but the service was good
   

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6. P

   Pam VIP

   Greater Boston17 reviews

   2.0

   Dined on 10 March 2025

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

   Ive dined at other sugar factory locations, this one is run down and just sad. Service was terrible starting with the host. Stood waiting at host station forever even after approaching the staff and asking if there was a host/hostess since we had a reservation, still basically ignored until a guy sitting at the bar like a customer in jeans and a winter coat got up accessed the computer found our rez and finally seated us. Ridiculous. Food was good, but took forever and it was 4:15 on a monday and almost empty
   

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7. m

   maria

   New York City2 reviews

   2.0

   Dined on 9 March 2025

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

   This sugar factory needs a revamp. The chairs are disgusting and peeling, the windows need to be cleaned, dirty used pads in the womans bathroom on the floor. The service sucks!! I had to remind my server about the watered down drinks. The food was a 3 on a scale of 10. I will not be returning! On top of that they include 20 percent gratuity on the check( which is ok in certain restaurants except this one), my server didn’t even deserve $10 she sucked! It wasn’t even busy, she was just lousy.
   

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8. OT

   OpenTable Diner

   Poconos1 review

   1.0

   Dined on 9 March 2025

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

   Felt like we were an inconvenience to the server just being there. It was like pulling teeth to get an order. Get a drink. Get our check. It wasn’t busy and it was extremely disappointing.
   

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9. J

   Jessica

   Philadelphia3 reviews

   2.0

   Dined on 9 March 2025

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

   Brunch is served way too late on Sunday. We were there at 1pm on a Sunday and wanted to try the Sampler Platter appetizer, but couldn't as they were still serving Brunch until 3pm. The server said they could do Chicken Fingers and Fries, but we were never told that we would be charged close to $20 for each item. The drinks were fun, but it was way too hot every time the heat came on, which was pretty often. Our milkshake was missing the lollipop and they were out of the milkshake we wanted. We made the most of it and the kids thought it was pretty cool, but overall it was a pretty disappointing and very expensive experience.
   

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10. a

    anthony

    San Francisco1 review

    1.0

    Dined on 8 March 2025

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

    I rarely give this poor of a review. Food was mediocre and way over priced. Nail in the coffin was the general attitude of the staff. They don't care about giving good service. From the moment we walked in (we had reservations and were a little early - there was no urgency - they basically told us to leave and come back. Once we were seated - it took forever for our waiter to get there - and his service was completely lacking. You bring sliders and no ketchup. The menu was super difficult to read - super small and it was so dark in there! The dark and loud atmosphere was not ideal for any kind of conversation. The bathrooms were gross. And finally - getting a bill was like pulling teeth. When our waiter finally showed up with it - the bill was wrapped around his finger; not in a folder! Stay away from here. Too touristy - bad food - bad service - bad vibe.
    

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