Sugar Factory - Time Square

Review summary

1. 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!!
   

   Is this helpful?

   Report
2. 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
   

   Is this helpful?

   Report
3. 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
   

   Is this helpful?

   Report
4. 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.
   

   Is this helpful?

   Report
5. 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.
   

   Is this helpful?

   Report
6. 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.
   

   Is this helpful?

   Report
7. 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!
   

   Is this helpful?

   Report
8. 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.
   

   Is this helpful?

   Report
9. S

   Stephanie

   Toronto

   2 reviews

   1.0

   2 reviews

   Dined 4 days ago

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

   Definitely a tourist scammer. Saw many of the Christmas menu advertised on TikTok and went there on December 23rd and just 2 out of the over 20 Christmas items were available. The Cookie Monster pancake had a donut just out of the freezer, none of the kids wanted it. The regular pancakes were just fine. Definitely overpriced. The only table available for our party on open table was at 8:30 am, but when there until 10 am many tables were still empty.
   

   Is this helpful?

   Report
10. A

    Allison

    Las Vegas

    6 reviews

    1.0

    6 reviews

    Dined 4 days ago

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

    The host stand employees were nice. Other than that….lol no. Walked out after waiting 30 minutes sat in a cramped table next to a blaring speaker for WATER
    

    Is this helpful?

    Report