Sugar Factory American Brasserie - Theatre Box

There was no one there... they are still only doing pickup

Javier was an awesome server. He took great care of me and my little girls and was super friendly and thoughtful. Food was a little over priced but the service made up for it. Definitely kid friendly and great ambience.

Its instagram worthy ill give them that but the srvice took forever had reservations for 1330 got seated right away waiter took 15 mins yo take our order then 30 mins for the food to come out when i got my chicken Alfredo it was nothing but pure butter my boyfriend and niece ordered the waffle burger medium rare for both but my niece's food had a lot of sauce and my boyfriends burger had barely any on it. After i showed the waiter the Alfredo that it was floating in butter he didn't charge us for it. Its pricey for the food they serve and the service wasnt all that great

We didn't know the Sugar Factory was a 'thing.'

But we were happy to go there. It was a little off bc we went soon after restaurants were reopened...limited menu, odd use of condiments, server had to practice social distancing.

Super surprised by the pop rocks on the rim of my delicious apple martini! FUN! And the sliders were so good. We were both so full from the dinner that we didn't have room for dessert!

We will go back!

Waiter was great, guy at the front made us wait 4 minutes just he could finish his conversation, food for price was pretty ok

This is the place for a celebration. Super upbeat my kids loved it

The hostesses and host are terrible. They’re rude and give so many dirty looks. I walked in for my reservation and the lady at the front paid no mind to me and was just texting on her phone, not cute. Then the male host was equally rude. Maybe just try to look a tiny bit happier. The sandwich I got was okay, could’ve been better but I’m not complaining. The fondue was amazing. The ambiance of the place is so fun. The music is very loud though.

The noise level was deafening! The music never needs to be that loud.

It was our first time, and we definitely enjoyed it

Absolutely the worst customer service EVER....it took us two hours just to have lunch and one milk shake. Drinks stayed empty and in the two hours one refill and after giving us ticket they disappeared again! I would suggest spending your 100+ somewhere that appreciates their customers.

Got basic salmon salad.

Drink were great. They ran out of Tito vodka though.

No room for dessert.

Service is HORRIBLE. This is not the first time either. When asking for the manager (shorter brunette guy) he was useless. Also, don’t get any of the tequila based goblets because the liquor was so strong we couldn’t even drink it. They wouldn’t give a refund but made us a new drink (a vodka one) and we didn’t even drink it, it was so sweet. Waaaay over hyped. The only good thing was the food. The meatball appetizer was yummy and then we had the chicken Alfredo which had good flavor but has teeny tiny chunks of chicken probably from a can.
We won’t be returning and you could just tell this place was struggling when inside. I’ve been to a few other sugar factory locations around the US and this location is way under the standard.

Very poor customer service!!! Out of popcorn at a movie theatre lol. The heater was blasting also in movie theatre. Workers were very rude. Waste of money

The manager did remove the

One of the entrees came out incorrect. By the time it was received everyone at the table was done with their meal. The additional basket of fries never came to the table. The replacement meal was cold and still incorrect.
Milk shakes were great.

Got appetizer platter after main course. There was a hair within the buffalo wings in the platter. Had to remind waiter 3 times to refill my ice tea.

A good fun experience for whole family, Goblet drinks & colorful burgers were a blast, will definitely be back probably with friends next time .

I made a reservation and the guy made me wait 30 mins. He said that was not going to give me my table till all of the people were there, that he would rather keep it empty than give it to us missing people! I had to tell him to give us our table or we would go somewhere else!

Ever visted a place where you were ready to spend your hard earned cash and that place just didnt seem to want it. We felt unwelcome, the atmosphere was off we ate and got out as soon as we could. Food was lukewarm, overall not terrible. One of the staff was walking around dangling bacon from his fingers, that seemed a bit odd but so did the whole experience I guess.

Walked in, no greeting by the male hostess. Didn’t even acknowledge we were standing there. Very rudely told me that everyone has to be present in our reservation to be seated. When everyone arrived (8 of us total), I informed him. He walked over to our table to set it up with no words or sign that we were suppose to follow. I’m sorry we can’t read your mind. We stood at the front of the restaurant confused. He waves his hand like “come here” after setting up. That really started the downhill night for us. Our waiter was super nice but took forever to get anything out to us. He seemed to have way to many tables and only like three other waiters in the whole restaurant. Ordered our food and one of our dishes which was a Caesar salad did not come out with the rest of the food. Informed the waiter after waiting 10 minutes for him to get back to us and he apologized and said I’ll be back. Around 20 minutes later and everyone else finishing their meal the salad is still a no show. At this point we want to cancel the order but can’t seem to find one employee to flag down. A different waiter brought the salad out and we told him very nicely that we actually didn’t want it since we we were about to leave and it took over 30 minutes for a SALAD to come out . He very rudely rolled his eyes and sarcastically said “so you want us to take it off the bill?” Uh ya duh. Did he think we wanted to sit and stare at our friend eat while we are all done? Took forever to get it off the bill and to get the check. The food was below 1 star. Not good quality at all. The bathrooms were disgusting. No soap in the dispensers and not one clean stall. I’ll give it 1 star because even though the server was a no show most of the time he was very understanding and was trying his best. Sadly our whole group will NEVER be back to Sugar Factory nor do we recommend it. Nothing was worth it for us.

My daughter couldn’t wait to go to The Sugar Factory for her 14th birthday! We were very quickly disappointed in the lack of service. You don’t go to a place like this for great food, you go for the whole experience which was greatly disappointing.

First time being there. It was my 9 year old birthday! And we love it !

This was our 1st time here, we had reservations for 3:30pm, we came to the hostess stand and the hostess that assisted us was a female. We told her we had reservations, she said it would 5 or 10 minutes, then she forgot about us. About 25 minutes later and 4 people that came after us she asked us if we were waiting to be seated? Really? We told her that we told her we had reservations. Then I requested the Igloo seating when booking the reservation, which she took us to. She did not talk to us and just took us to the seats, she placed our menus down and left. The table was dirty and crumbs were all over from the prior people. There were no place settings or plates or anything, just crumbs, how could she not see them. She then came back with silverware and placed them on the dirty table and walked off. When our server came who was very nice, we had to ask for a wet towel or if someone could clean the table for us. He asked who seated us and we let him know, then a gentleman came over with our water and cleaned the table. Later a Manager came over and asked who seated us, we let him know and he apologized. My issue is not with the other staff, but this Hostess who clearly had an attitude and had the audacity to sit us at a dirty, crumb filled table and thought it was okay, knowing there were no utensils, plates or anything and not to mention brought us a dirty napkin as well. She obviously needs some more training and perhaps a personality if she is going to be a Hostess. Not so good for our 1st time experience; however, because of the server and manager and other staff that assisted us, I would try this place again. A good thing, the food was very good and the milkshake was great! The Goblets were fantastic too, I recommend those, especially the Virginia Strawberry Lemonade.

The down escalator did not work. The worker at the buffet was very tired and did not want to work.
The goblet was delicious. We got the berry berry.
The movie theater was very nice.

Our waitress was very attentive and friendly. The brunch food choices were AMAZING! definitely worth the value! It wasn't super busy so it was nice and peaceful besides when my daughters saw their milkshakes come out, they were elated!!

The theater experience is awesome but the brunch could use some work. The omelet and waffle service is good but a lot of the other food was not very tasty. The desserts were not very good. And even though I said it was my husband birthday on my reservation there was no acknowledgement of it during our visit. Which was very disappointing.

The Sugar Factory is a chic, stylish establishment in San Diego's Gaslamp District. The store normally the Sunday brunch is $50/adult, and doesn't include a movie ticket. There is a good spread at the buffet. All the usual breakfast items, incldg an omelette station, a salad, cheese & fruit bar, carved roast beef, and a dessert table. Surprised the waiter said they ran out of decaf.coffee! When we ordered tea, the waiter spilled excess hot water onto the tea cup plate & left it there. When asked for a refill, he did it again! The movie theaters are on the top floor. Nice reclining seats with a button for food service. However, that day they were notoriously slow or negligent. After an hour following my request for popcorn and water, they never showed up. I had to go downstairs to the kitchen and ask for my order. They apologized and gave it to me there (so I missed 15min. of the movie!)

I would say try this place out once for the experience but don’t bother coming back a second time. Also, I would never pay full price here. Even with a Groupon, it’s still pretty pricy. The brunch buffet food gets cold quickly as there are no burners or heat lamps, which I would have thought should be a health code violation. I wasn’t impressed with the food or desserts in general.

This was our first time at the Sugar Factory. We have heard from so many different people that we needed to come and check it out! We got a gift for Sunday Brunch and we loved it! Food was absolutely outstanding and the service matched. We walked up to the brunch buffet and was able to get freshly made omelettes with a variety of toppings, parfait bar, salmon, pasta, chicken tenders, biscuits and gravy, prime rib and i could go on and on. Those were just my favorites!

Javier our waiter was so attentive the entire time! He would get us coffee, water, and not let our mimosas get below 1/4 full. He checked in, filled our drinks, cleared our plates, and asked if there was anything else he could do. I could have stayed there all day. Such great ambiance and good for families too! Next time (we are already planning our return!) we will bring our son and I just know he will loose his mind with the buffet and candy options. I am so glad we tried this place out and we will definitely return. Thank you Javier for helping us enjoy our time even more!

My husband and I enjoys the great service and food

Great vibe and delicious food. Only issue was sometimes the much was too loud to enjoy. It happened twice during our evening. The food and service was fabulous other wise. I will definitely be going again.

The service here is terrible. The host couldn't be bothered to look up from his phone to greet us and then made us wait 15 minutes in an empty restaurant even though we had a reservation. The people before us had been waiting for 30 minutes with a reservation. Another host appeared and he sat both tables immediately and was very apologetic. It took 45 minutes from the time we sat to the time we got our food, and another 25 minute wait for a shake. The food was delicious although my sandwich and fries were cold. It has obviously been sitting around waiting for the burgers to cook. Our shake was okay. The place is expensive, and fun. It is an experience. I'm fine with paying more for a fun environment and unusual food. But the staff needs better training.

Level of service for location and cost of food was subpar at best. Multiple tables were complaining about how much time passed before food was coming out. We had to wait quite long for our food and the waiter needed to be asked to fill our drinks. Once he did, my wife had a bug in her water. She asked for a new water and he took it away and never brought her a new one. The food lacked flavor and burgers were dry. The only highlight was the shake at the end. Not worth the money or the wait. We left disappointed as this was our first trip to Sugar Factory. Won’t be making another trip there

I should of asked how big were goblets and how much $45. Wow. Most of them were good. Very sweet. White gummie less sweet and most favored by me and friends. Ambiance was fun energetic. Food was average. Asian salad was good!

A very fun and entertaining environment! Will definitely be back!

Overpriced food and drinks. It was Chili’s and Red Robin food for fine dining prices. Waiter was great and the decor was good.

We had reservations for 11 but they don’t open until 11:30. It was a ghost town in there. When we see the candy lady no hi, how can I help, I had to inquire where do I go to get seated. Bar tender was our waitress , she was great. Don’t know if they are making cut backs or what but she had to do it all. Only us and two other tables. Ghost town. Food was cold. Over priced. Shakes were not the same great taste as when they first opened there. I don’t know if they are using cheaper ingredients.

waited thirty minutes to even get seated even though we had a reservation, they brought out desert first before our food, slow service, our waitress kept mixing up orders and not bringing out what we asked for. i expected more since it wasn’t as busy as it usually is on weekends.

Food was too expensive for the portions we got. (tiny steak for $30 seems excessive) this place is more blown up than it really is. i was sad as we were celebrating both of my kids bday and the food was a disappointment. we also asked to sub a side and they never brought it to us.

the only good thing was the shakes we purchased. not really worth $20 each but at least it was decent.
wouldn't pay this much again. also the doors were wide open and its winter. very cold and breezy and they wouldn't move us. the place wasn't packed either, plenty of open tables. apparently the AC was out of service. for the money that they charge for food and drinks you would think they can afford their HVAC systems to function.
very sad as out celebration wasn't a good one.

It was a nice time. The buffet was delicious. I got the omelet which was a bit over done. Besides that all the other buffet items were amazing. I was upset that the waiter said we could only get the buffet when the groupon mentioned that we could enjoy Sunday brunch along with the buffet. I was looking forward to the eggs Benedict. The goblet was on the sweeter side but good. Very crowded seating when walking through I had to keep asking people who were eating if they could scoot in or excuse me. Kind of awkward. My waiter was busy and rarely checked on our drinks or table.
The sugar factory was a different experience. I went to fill my little red box and they were out of the candy I was looking forward to. The only option they had that was similar had a hair in it. Kind of gross. I told the lady and she took it off the shelf.
I will Recommend this location to others with advice that they get the brunch if their Groupon includes but to be sure and ask their waiter and show him.