Sugar Factory American Brasserie - Theatre Box

Our entire meal was comped by the manager due to horrible service.

I would recommend for a one time experience; the service was terrible---you can have so much fun with this restaurant and hype it up! Our server was not interested in us or the restaurant or world class customer service. Bummer because it is a beautiful venue and an experience! The food was bland.

Celebrated a birthday party and had an amazing experience. Vibe was great!!!

In the end it was ok. Had a Groupon- the datenight one- paid $100 for it came with two goblets to share (one at dinner one at the movie) got one at dinner it was huge. Well worth sharing- the one in the theater was half the size and we were suppose to share. Not ok.
Two appetizers- we got the rainbow sliders which were luke warm- the sampler platter that didn’t come with the Mac and cheese bites- they didn’t even ask they just substituted what they wanted
The wings were ice cold- the tenders were about the only decent thing(still not hot)
Over 45 mins for a fondu desert- had to deliver it to the movies bc we were almost late.
The service in the theater was so much better than inside the sugar factory.

We waited 1 hour for our food to come out! We don’t know if the waiter forgot to put our order in or they just couldn’t handle the lunch rush. The table next to us was seated before us and their food took a long time to come out as well. We did complain to the waiter and the manager comped us some money off our bill. We think the back of the house just couldn’t handle the lunch rush because my friends who came in an hour after us got their food fast!

Great atmosphere however the food took entirely to long to come. Our waitress asked if we’d like our appetizers first but everything came out at once and was cold as if it had been sitting unnoticed or forgotten.When we ordered dessert they we out of what we wanted and took 45 min to bring out brownies and ice cream. Loved the service the food and wait were not ok.

This place is amazing, the decor, the ambiance, the staff. I can’t wait to go back. There is so much to look at you feel like a celebrity when you dine here.

Service and food was amazing! I ordered the gummy bear drink and it was delicious.

What a fun place! The atmosphere is great fun for all ages. A bit expensive but to be expected. They make a birthday fun, there is a lot going on so really good people watching and very entertaining.

Only if they have never been. It's not some extravagant menu where I would go back just for the food. Deserts were cool but I would go to a movie and order from the movie menu to get the deserts. Overall the music was just too loud for us while eating

Great service great. Food was amazing and drinks were good.

I would recommend going there for a drink and movie, not for the dinner. The food is very average and overpriced. The theater needs to be regularly cleaned. Our seats had sticky stuff all over them when we got there and we had to hunt someone down to clean them off.

Sugar factory was a lot of fun and had a great time. We went Valentine’s Day weekend not sure if that is why it was so busy but we waited about an hour or so for our food. Waited about 20 mins for our drinks... they were very busy so it’s semi understandable. The burger and wings were great. My boyfriend ordered steak and lobster ... which he ate because we were starving but the steak he ordered medium and it was extremely over cooked. He didn’t send it back because of the wait and hassle. The ambience is a lot of fun and the drinks are huge and also very fun! I would love to celebrate special occasions here! So glad San Diego has one now!

Service and food were both great. Some new/different takes on old favorites. Fun place! Reminds me of a modern version of Farrell's (from way back when).

I should have taken the reviews of others seriously as they were all consistent when it comes to how bad the service is. I am writing this review as we sit here. We have been here for an hour and we haven’t even received our drinks yet. The poor server is running around sweating trying to get to all of the tables they have given him, it is clear that they are way understaffed. I don’t care how cute the drinks are, the prices are far too steep for the service to be this bad.

We finally got our drinks and food...at the same time, and everything on the appetizer plates is luke warm. We spent over 2 hours at the establishment, luckily the ambience was nice, but super frustrated with the service. We got our check and the total was $248 for 6 people for appetizers and drinks; this was a one time thing for me. I wouldn’t come back and pay these prices when the service is so bad.

The food was good. I ordered breakfast/brunch food and it wasn't nothing to rave about...but the burgers and desserts were good, ( I sampled the other 4 plates that was with my party). They give you plenty of food and when they say dessert for 2, it's more like dessert for 4. Our waitress Alicia was out right FANTASTIC!!!

The Ambiance was awesome, great food menu selection but the drinks are overpriced and overrated for downtown where you can get similar drinks, just as fancy, for half the price.

We went for lunch. The music was too loud to hear ourselves talk. Service was slow and not attentive especially given the not-fully-packed restaurant. My buffalo chicken sandwich was made with a processed patty (gross) but didn’t bother sending it back since we were hardly checked on by our waitress and it had already taken so long to get our food. My husband got chicken and waffles which was pretty good. I wish they would have fried a breast for my sandwich like that!
Dessert was good. We got an ice cream sandwich. The shakes were a little too much for us after a big meal.
I’m sure people with love the restaurant for its instagramable dishes and ambiance, and many people may love how much they force the celebrity endorsements of their franchise down your throat with the constant loop playing on all the TVs, but it wasn’t my style. I honestly felt a little douchey being there.
I will not be going back and probably would never recommend to my friends. Only fun for maybe a kids birthday or 20-something girls night for goblets of hangover inducing cocktail.

Sunday lunch for a bday. Wasn’t too busy. Had reservations. Server took 15 mins to come to table. She was very nice. Drinks took another 15 mins. Food took 30 more mins. Most of it was cold. Very trendy, not a place we will return to.

This place is cool to go to once or twice but items are too big too expensive and too much sugar! They serve lunch which isn’t too bad price wise like most meals were $10.00 -$15.00.

Also, this place has a movie theater kind of like cineopolis (spelling?) where they bring the food to you in the theater with seats that lounge back.....movie tickets are normal like $10.00 - $14.00. They have movie tickets on Tuesdays for $5.00 so that’s a plus. Of course it’s downtown and no place to park!
The milkshakes are about $20.00!!!! So definitely a place to come once in a while for a birthday or something like that.

I’ve had this reservation for quite some time and when we got there they didn’t have a table for us so we had to sit in the chocolate lounge. Which was fine but the service was AWEFUL by far worst waiting staff I’ve ever come across. Took 30 mins just to get drinks and they didn’t bring our water we order with it. Took an additional 30mins to just put our food order in. After the 1 hr wait for the food, the taste was mediocre at best.

Our waiter was very nice, still waited 20min with our reservation

Great service , drinks are awesome food was good overall great experience

Went for my birthday. They did not acknowledge this or sing happy birthday but did for the people next to me. Mediocre experience for how talked up it is. Also our drink order was nothing like the description or picture. Which I feel like it should be for paying $39. Won’t go back anytime soon.

Celebrated my nine yr old bday and she loved it! ❤️ Great service and great ambiance

We loved it, it was our first time there and we enjoyed our time there. The food and service were great.

Came here with seven of my closest friends to celebrate my birthday and it was amazing the food was delicious the whole atmosphere and the waitress was really nice about moving us to a bigger table because two of my friends wanted to join us my friends also surprise me with World Famous King Kong Sundae !! And the presentation was just amazing 😊 felt extra special on my birthday so thanks Sugar factory!

the environment was dope af and the music was dummy lit too. But the food ughhhhhh so gooooood it was bomb af def would go again, it is a little expensive but it is definitely worth it unforgettable experince.

The hostess sat me at a table that didn't have a server. I finally had to flag someone down and found out no one was assigned to that area. Then after 40 minutes my daughter and I had to move because a large party was expected in. The service was slow and the food was over priced, but it is a cute place if the service was managed better.

Worst experience ever. Never going back. Be ready to wait even with a reservation.

The Sugar Factory was awesome for our party. Very accomodating, cool vibe,great food. The $100.00 ice cream bowl was worth the dance. I love this place!

The place is nice, dessert was great, food just ok nothin special. The fact that my server forget I was there killed it.

It was more than I expected when it comes to ambiance and energy but service and hospitality needs a little work.

Over all, love the environment, food was good and the drinks were good. Our waiter, all over the place.

I love the atmosphere and drinks. Our food was cold and it a long time for it to come out.

This was such a fantastic experience! Beautiful seating area, great service, delicious food. One food item was tastier then the next! Nothing disappointed. The goblets were fun also! Will definitely be back.

Very good experience! Definitely worth it

My husband went for date night away from our 4 kids and we were sat right next to a couple and did not have any privacy. It was so loud we couldn't talk. The foods was mediocre and priced as if it was special. For the price you pay for the drinks you should be able to keep the glass. Our server was trying to push us out the door even though we continued to order drinks so that they could seat other customers coming in. We had a reservation and were only there for an hour. I ordered a peanut butter cup martini and it looked like my 8 year old made it. Not only did it taste awful, it did not look like the picture. It was extremely disappointing.

The restaurant was an ok experience. I felt like the whole menu was more of the drinks rather than food. Not a big fan of the selection. But it's my fault, should've researched more.

I made reservations for a late lunch for my daughter’s birthday. As we walked in, it was rather a cool setting with celebrity pictures all over the walls, the array of candy and desserts. It was rather cold and unwelcoming. Employees just looked at you but made no effort to say hello. It was our first time here and was excited based on the famous reputation. However, the experience fell flat. It would have been nice to be acknowledged as you walked in as it was a bit confusing where to go to dine. You are kind of left wandering. I then approached the employee behind the desserts counter where to go and she directed us to the back. As we walked up to the concierge desk, the man just saw us and walked past us not saying a word. He later came back and I told him we had reservations. No greeting no “welcome, no is this your 1st time here...nada. He walked us past the main seating to the back. It wasn’t packed but we got were seated away from the main area. I get that I have 2 kids but I felt like we were being tucked away in the corner so not to be seen by the general public. Anywho, we were greeted by our waiter, Rodrigo, who was nice and left us with menus and water. It took almost 20 minutes or so for our waiter to come back to take our orders. We then waited another 20 minutes to receive our drinks and shake. It was tough being so hungry and just having a milkshake and a goblet to look at. Oh our waiter was sweet though and brought our daughter a little cupcake since he heard me say it was our daughter’s birthday. Finally our food arrived and we were famished. Food was ok. Waiter did not come back to see if we needed anything until close to the end. I didn’t have high expectations given the yelp reviews that noted how slow the service was but did not understand why it was that slow given it wasn’t crowded. Overall it was just an ok experience that was too expensive. Not sure if we will ever come back.