Sugar Factory American Brasserie - Theatre Box
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Our experience was terrible. We had the worse service I have ever had dining out in San Diego. Our waiter rushed us through our horrible meal and gave us our check while we were still eating. We ordered desert and he came back and told us they didn’t have any more. This was at 6:30 on a Saturday night. I would never return to this restaurant and I would never recommend this place to anyone.
The seats and tables were dirty, the water tasted weird the food was terrible, the burgers were dry and our appetizer was flavorless. Overall we give this place a ZERO, F, just terrible !
The Sugar Factory so wants to be cool and hip like it’s other big city counterparts, but it comes off feeling more like a bootleg copy. The plush red velvet banquet seating? Threadbare and missing buttons. The tables? Uneven and difficult to maneuver around—seriously ladies, get ready to either sit off the side or straddle the table base for your entire meal. The artwork on the walls is cool, except for the ones that are literally in piles on the floor or handing off the wall by their corners. And the service? Well, our waiter didn’t even put in my dessert order, but did take my husbands dessert order. When his dessert arrived I was informed it would be ANOTHER 30 mins before mine would be ready. Hard pass. Overall, the expectation didn’t live up to the reality.
Great for a 9 year old birthday party
A lot of fun
What a fun place! The food was great and the drinks were amazing and fun. I was impressed with the ambiance and the service was great. It is a great place for families, couples and just friend groups. Next time we want to celebrate with the huge $99 sundae!!!
Our server was not good
Do not go to the Sugar Factory before noon. They take reservations beginning at 11 AM and their website indicates they open at 11 AM on weekdays, but they arent ready to take customers at this time in the day. We had to track down staff to ask to be seated, only a couple of staff members were available..one selling in their retail store, one bartender who could not help us. They acted surprised when I mentioned that we made reservations for 11 AM...they were not prepared for customers yet. We found a manager that said we could be seated. We seated ourselves, as no staff was ready to seat us, they were still talking among themselves. The food was tasty, but we did not get exactly what was listed on the menu and the waitress acted like we were asking for extras when we merely asked for what should have been included with the meals, such as a sauce that was suppose to come with the sandwich. The waitress did not attend to our needs without having to be asked, although we were the only customers...she acted like she was too busy to accommodate us. We even had to ask for refills of water, which she should have noticed herself. The extra trips she had to take was due to her not noticing what was needed. After the meal was over and I paid with a credit card but did not yet leave the table, she did something that I have never ever heard of...she had the nerve to ask why she did not get a tip....I did not think that I should have to teach her what her job should be and what customer service is about...and that I was planning to leave a fair tip on the table before leaving...she assumed she was not getting a tip, so I merely explained to her that we had to ASK for everything we needed. I did leave her a cash tip on the table any way, although I did have second thoughts ...after all her lack of knowledge about restauant protocols and lack of customer service. Perhaps she is trying to learn through her mistakes.
It was our first time there to celebrate my niece’s birthday! It was a beautiful, fun, and nice place! There were some flaws though...It being our first time there especially having the groupon special, we didnt know what to expect! So it was all new to us! The lady at the morning counter was helpful but acted irritated and annoyed! Like she didnt want to be there! Sorry didnt get her name! And also your service team upstairs in the movie area were slow and not very helpful with some of the people in our group!
But everyone else was so courteous and super nice! Especially Javier, who was so wonderful! We didnt have to ask for refills! He took it upon himself to make sure we were taken cared of! You are very lucky to have a great person with an outstanding attitude to be working there! Thank you again to Javier for making our experience so wonderful! Will cone back again!
Our waiter was very rude. Some of us didn’t get our food. Drinks took a long time to get and we were not provided with napkins and utensils. Our waiter thru a handful of forks on the table and walked away. I will never suggest this restaurant!
Fun place, not so great food. The drinks looks fun, that is it.
Pretty overpriced menu. My son had the rainbow sliders and a specialty shake. I had a salad and a margarita. The Chinese Salad was gross and tasted like Coleslaw. The margarita was good, but way overpriced, considering the server didn't even know what kind of tequila was in it. Probably bottom shelf. My son liked his sliders, but couldn't finish his shake. Both of our drinks came out after we finished eating. We bought a small bag of candy in the candy store, which costed another $14. Lol this place is a gimmick for Instagram girls and wannabe Kardashians to snap picks and pose in front of the decor or menu items. Definitely wouldn't come for quality of food and drink.
This is the second time we’ve been to Sugar Factory and both times the service was subpar. This last weekend either the waiter was extremely busy or the kitchen was slow. He didn’t bother to ask if we were celebrating an event and by the time we ordered dessert to let him know he was nowhere to be found. For the cost of food and drinks you would think that service would be top notch but unfortunately it has not been that way.
Sugar factory amazing food drinks clean place great music servers need to work on there attitude
A bit overpriced. Service was descent or fair. Food was fair.
had so much fun with my family! they service was fantastic and the atmosphere was impeccable! loved this place!
I ordered the sugar factory rainbow sliders and I did not receive the rubber duck, instead I received a lollipop. The waitress did not mention anything to me about not having rubber ducks. I made reservations and when we were seated I asked about the happy hour menu and they said it’s only in a certain section. I was not offered that section prior to getting seated. Service was slow and food presentation was not what is seen in advertisements. There also was beautiful sketches of art the were hanging with grey masking tape and some were hanging only by 1 side. Too overpriced for the lack of customer service and food
Great sliders in rainbow colors! Donut rainbow sandwich was awesome!
When we arrived we were told that we didn't have a reservation. After being sat, we waited 15 minutes for a server to bring us warm water. After 20 minutes our order was taken. When our order arrived it was incorrect. The waiter apologized and took our kids food back to the kitchen. He returned a few minutes later and told us that a large order just went in and it would be about 20 minutes before our kids would get food, but we could keep the food that was given to us. We agreed to keep the sliders and still wanted the rainbow sliders to go. After about 20 minutes I asked the waiter how much longer on the sliders and replied, "oh, I didn't think you wanted them both" even though 2 of my children never received food. I asked for the bill. After another 15 minutes the waiter casually walked pass and dropped the bill on the table. I paid in cash. After waiting another 10 minutes for my change and receipt, we ended up leaving, without the sliders, change or a receipt.
For the price range of this restaurant, I expected better customer service. We decided on this restaurant for my husband's birthday, needless to say. We won't ever return.
I ate brunch on 10/06/2019 and had the best first experience. It is very nice and the food was amazing.
We were seated in the chocolate lounge which feels like we were banished to the back. The service was scarce but they comped us free drinks so that was nice of them.
We made reservations only to be walked through the restaurant and then told our table needed to be cleaned. We then waited 15mins and when we finally asked about our table they said follow us. They then tried to sit our party of 4 at a two persons table! After arguing with them they finally found us a table. The service after that was fine but they never apologized or checked on us. Not worth the $50 for just 2 milkshakes.
It was very over priced, very loud , our food took forever . We had 6:30 reservations and got sat right away but we were still waiting for our shakes and check and it was 9:00 at night . We waited 30. Invites for the shakes and they never came , then our waiter came over and told us it will be at least another 20 minutes for the shakes . Don’t go here if your starving . It was a waste of money , won’t go back .
Whitney was the best!!! She helped us a lot and was amazing!
The perfect place for a birthday dinner! We thoroughly enjoyed ourselves. The food was excellent and the service was great. We will definitely be back!
Server forgot several items we ordered. They never came. My husband spilled a water and we weren't even given extra napkins as a courtesy. Food was luke warm. Just not a good experience.
I loved it
Worst service I have ever gotten. Waiter never came around when we asked for something. The food was good. The music was so loud that I couldn’t hear anything my husband was saying. Extremely bad service. From hostess to waiter. Only good thing was the food!
Great food, great service and great value since we had a coupon.
First, there was a lot of confusion with receiving different wait times depending on which hostess we talked to. After we finally were seated (55 minutes later), it was about 5-10 minutes before a waiter came. We asked for waters while we looked over the menu. It took quite some time to get the waters, then we were short one glass and one glass had a chunk of food stuck on the rim. Another water was requested and also took a long time to get. We ordered shakes & sundaes (which again took a very long time to get), server brought out 3 out of 6 of our desserts, then a good 7-8 minutes later, 2 came out and then finally the last dessert. I feel like they should have all been delivered together or at least back to back without so much time in between. The items that come on the shakes (cotton candy, donut, cookies, etc) were all hard, not fresh and barely edible (most of us did not/could not eat them due to them being so hard). For a $22 shake, it was definitely disappointing. Then one of the sundaes had a black curly hair right on top of the strawberry scoop of ice cream. Our waiter did take it off the bill which we appreciated. Definitely disappointed in our choice of restaurant for our daughters 15th birthday celebration. I like the idea and the ambience of the restaurant but you guys need some fine tuning and quality control.
I came here for my birthday made a reservation letting them know it was my birthday. My waiter was very neglectful to my table. We asked for spoons, napkins and i told him ot was my birthday and he did nothing. I had to ask one of the managers walking around to help me even try to order my desert. When trying to order my special birthday ice cream sundae and song they tell me they are out of the sparklers that go on the sundae but then i see them continuously bring out sundaes with the sparklers and to top it off it took forever to get the check.
I have been to this place a total of three times thus far. The first time, the server forgot my husbands food. We were sitting at the bar waiting and waiting and they gave us a free dessert which was nice on their part. The second time, all the food had to be returned because it came out cold for my sisters birthday. The third and last time that I will come here, my food was not only cold again, but the waitress seems irritated because I asked if they could reheat the food. The drinks were okay. Super sweet but then again you are at the sugar factory right. Other than that, it’s a beautiful restaurant and they play nice music.
It was an awesome experience! The drinks were fun.
Food was not good. Was cold , and too expensive. Chips and quacamole were good though! Didn’t try the desserts 🍨
Amazing service and food!
We waited an hour for our food and it was barely warm upon arrival.
And then ordered a banana split to wait 45 minutes and was melted like soup when we got it.
There was no manager to speak to . Very disappointed
The place is way too loud. Bar drinks came out after food (which took in excess of 40 minutes). Milkshakes came out even later, and that was after we were told they didn't have the ingredients to make two of them. GM adjusted bill for the issues, but not worth the price or atmosphere.
I’ve been there a few times before and was really disappointed by my experience this time. I made a reservation just to be on the safe side. However, when I got there it wasn’t that busy and was told to wait by the main Miami Vice looking host and he walked off. Another host came over and ignored my party. Eventually we were seated once I politely said something regarding my reservation. Next, we had to wait about 30 minutes for water only when we flagged down a server. Lastly, when our food came out it was cold. I’m very disappointed with the overall service and have no desire to return.
I would never go here again. The service was terrible! The host had to take our order because the wait staff never came by. We couldn't even get anyone to bring us our check at the end of our meal! I saw a few parties leave because no one ever cane to wait on them. The worst part, it wasn't even crowded. It was the second time I had the same experience at this place, so this was not a one off. To top it off, the ladies restroom was filthy. The entire place could be cleaner. The decor looks nice but the upkeep is lacking. Consistantly bad experience here, no need for me to try anymore. I would not reccomend it.
It is hard to imagine a worse experience. There were four of us for a birthday brunch for a 14-year-old. We did not get drinks until over 30 minutes after we sat down; the laminated menus were dirty; no refills were ever offered without asking (including on "bottomless" mimosas); we had to move tables because of gnats; food came all at once at various temperatures after about an hour; starter did not come first, but with all other food; and server had to be flagged down at every point we needed anything, including the check. Food was OK, but pricey for the quality and presentation. The check was delivered without any recognition of the poor experience (despite talking to a manager during the meal and the server acknowledging errors and slow pace), although they did reduce the bill when asked. The overall time was nearly two hours. Oh, and they never inquired about the "birthday" note on the reservation and entirely failed to acknowledge the occasion.