Sugar Factory - Time Square

Review summary

1. M

   Marta

   New York City

   1 review

   2.0

   1 review

   Dined 2 days ago

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

   Our server was not the friendliest. We ordered a mixed drink (pretty in pink) and when we received it, it looked nothing like what was pictured. It looked like a basic lemonade with none of the pictured garnishes. When we asked about it the server had an attitude about swapping it out and when he did he brought a smaller drink back. This was annoying. Long story short I was there for my birthday I listed it on the reservation and told the server. We watched all the birthdays around us be celebrated and they never came to do mine. The person I was with paid $83 for wings and fries and a small mixed drink. I paid $40 for some veggie tacos and a Coke Zero and they didn’t even get that drink right. So $120 for meager service and no birthday celebration which was the whole reason we came all the way from Houston TX. My friend who initially wanted to have her upcoming birthday celebration there decided not to.
   

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2. J

   Jeff

   VIP

   Philadelphia

   2 reviews

   5.0

   2 reviews

   Dined 2 days ago

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

   Awesome and Sugar mixed with kids and booze was epic
   

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3. B

   Brittany

   New York City

   2 reviews

   2.0

   2 reviews

   Dined 3 days ago

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

   Super excited to take our kids here. The idea seemed great. Unfortunately, at this price point, the restaurant did not hold up to others in the same category / nearly $30 for an entree and another $20 for dessert. The restaurant is in disrepair. There is missing paint around the restaurant from things that were taped up perhaps? The tile in the floor in the upstairs bar area is missing chunks in areas. The decoration was not high level, but very cheap. There were missing mirrors and crooked frames in our section. They came around and disrupted our milkshakes to take pictures of us, printed them out and were upset when we didn't want to buy them for $25 each. The men's restroom was extremely dirty, "Disgusting" according to my 7yo. The women's restroom was also not great despite an attendant in there - a toile was out of order, both toilets were not clean and I had to wait for her to change the paper roll - that wasn't empty - but sat on a dirty seat as she did not clean it. Our waitress was serviceable, but not great. Again for the price point the service should be so much better and the decorations should be top notch. The food was fine. The portions were huge.
   

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4. T

   TEA

   Greater Boston

   2 reviews

   1.0

   2 reviews

   Dined 4 days ago

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

   Food was horrible and way overpriced, and since your tip is built into the price, very little incentive for waitresses to give a damn about their customer service. Waited 10 minutes for a fork and knife that we had to ask for - that’s not something you should be asking for. It should be a given? Of course the food was cold by the time we got the serverware. $200 for kids chicken and fries (x2) a gross pizza flatbread, and tasteless burger. They said they had no beer? On a Thursday night? The cocktail was the best part of the whole thing. Kids had sodas. Definitely could get better service and quality food elsewhere. That’s a thumbs down for this place.
   

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5. K

   Kelly

   New York City

   5 reviews

   4.0

   5 reviews

   Dined 4 days ago

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

   Food was good, restaurant is cute decor. Service was ok. Ultimate milkshake was disappointing. Glass did not have strawberry shaving on it , it had sprinkles. The strawberry cupcake was inedible and the cheesecake was just ok. Looked so much better in pic and taste was underwhelming especially for the price.
   

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6. H

   Heather

   Upstate NY

   1 review

   4.0

   1 review

   Dined 4 days ago

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

   Fun experience for family convenience. Nice we could make reservations
   

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7. N

   Nicole

   New York City

   1 review

   3.0

   1 review

   Dined 4 days ago

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

   Waitress was very nice, unfortunately things like plates and napkins were forgotten to be given. The food was so bad , no other way to describe it. Wings were chewy, onion rings were soft and rubbery, Mac and cheese was cold. Sliders were over cooked and tough. Very surprised but this unfortunately was my experience.
   

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8. C

   Christina

   New York City

   1 review

   1.0

   1 review

   Dined 4 days ago

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

   Very disappointing experience. It suck’s because I read such good reviews about this location and I really wanted my daughter to have a fun experience for her birthday but the service was terrible..
   

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9. J

   Jamie

   New York City

   1 review

   1.0

   1 review

   Dined 5 days ago

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

   Disappointed with both service and food quality. Do not recommend.
   

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10. S

    Sharon

    New York City

    1 review

    1.0

    1 review

    Dined 5 days ago

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

    It was an absolutely terrible experience. From the bad attitude when we walked and left at the table with no waters and no drinks service. We were only approached when we got up to leave. The music was horrendous and not family friendly and super loud. We couldn’t stand to be in there I would give no stars if that was an option.
    

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