Arrived shortly before our 6:00 reservation and we were promptly seated. It was the...slowest...service....ever. We didn't get out of there until 8:15, seriously over 2 hours for a table of 5, just dinner and their half mega sundae. No drinks, no apps, restaurant wasn't even busy. I hid my frustration from my daughter since it was her birthday but will never be returning. Food was mediocre but again, absolutely painful service.

We arrived when they opened at Noon. Floors, tables and chairs still had food particles on them. Definitely not cleaned from the day before, maybe longer.

Fiancé’s birthday everyone got there food and her food never came was told they would see what was going on but nothing everyone was done when they wanted to check in her food again was told if I still wanted it in a to go box!! Felt so bad for her ended up eating chick fil A shout to you guys for getting her food.

We were seated for 45 minutes before our drink order was taken; no dishes were cleared from any other table after it was vacated the whole 2.5 hours it took to get overcooked cheeseburgers. It looked like there were no people bussing the tables and no manager at all.

We went for a birthday dinner and had to wait around 30 minutes to get service. The food specifically was bland and not worth it and the drinks were so sticky and expensive. It was a good one time experience but I don’t think I would ever go back unless someone really wanted to go.

We’ve been there before and was sadly disappointed with both the service and milkshake for my daughters birthday. It came with 2 treats on top, not what was described on the menu. Definitely not worth the money we paid!

Been to sugar factory a few times and loved it was so excited to go for my birthday but was extremely disappointed probably won’t go back to this location

Service was average, quality of food was terrible. Overpriced milkshakes and drinks. We had heard good things so wanted to give it a try for a Birthday celebration and we’re sadly disappointed.

The food was cold when it arrived at the table, and not very good. If you have food allergies, the statement on the menu basically indicates they are unwilling to accommodate them. That is an awful approach with so many kids that have allergies and would like to be included in a birthday party or special occasion group. If you would like large, expensive desserts, this is the place to go, but the food was very disappointing.

The entrance looked unkept and the hostess was rude upon arrival. You could tell it had been a busy night but tables weren’t being cleaned promptly. Our server was great and there were no issues with the food/drinks. This place is pricey but a fun atmosphere. Not sure if I would go back to this location.

Waited 35 mins past our reservation; told them ahead of time we were celebrating a special 13th birthday - no acknowledgement; extremely dark and loud; expensive shakes and “all out” of the bday princess shake.

Pretty bad experience here. To get seated is a nightmare. They help fill candy bags and consumer customers in the retail section before they acknowledge those who have a reservation. Those two jobs should be separated and one hostess should be focusing on seating people and greeting

The atmosphere along with the food and drinks were great, but the service was pretty terrible. Very slow and people around us were coming in and getting food while we continually waited for ours. It honestly felt like we were being avoided once he realized we had been waiting a long time.

We made reservations and waited 30mins to place our order they weren’t busy lots of open tables. Our waitress only came to our table once after ordering and seemed annoyed to be helping us. The food was delicious! Drinks weren’t great for $40 lots of vodka and no actual flavor, we normally would have mentioned this to our server but again she only came once. Didn’t give us our parking validation either we had to ask up front even though she was giving them out to her other table.

The food selection is better at Red Robin, if you are looking for a variety definitely not at the Sugar Factory. Milk shakes were great per the kids, but again so is Red Robin’s. Service was friendly and good, minus we had to ask for silverware twice. Also had a birthday celebration and they totally forgot. Won’t go back.

Horrible service and food wasn’t anywhere near the quality for the price.

Food was meh. I’d definitely only come back (or come here at all) for the desserts or drinks. Service was decent, just a little slow. What got me the most was the lack of cleanliness. The floors were disgusting and walls needed to be cleaned as well.

First off the place was dirty and disgusting, crumbs everywhere tables dirty just very dirty. Server was great but found a long piece of hair in my salad and on my daughters hamburger bun. I sent my food back for it to be remade and boxed to go and they ended up making the wrong thing but I didn’t notice until I made it home. They didn’t have the princess milkshake. The manager was attempting to clean a table as he was walking a guest to that same table. It was a horrible experience I will NEVER return here. My daughter has never been ready to leave a a good place as quick as she was. I’m a single mom who works in healthcare 6 days a week and this was my one day off to spend with my girls and it was awful. The manager did take those items off my bill and gave my girls a free sundae but never again

Ate for lunch and had the Cookie Monster milkshake that had fresh cookies and donut. The food was fresh and tasty. The restaurant was a bit run down, candy wall had the dots coming off and was dirty. Floor was sticky. Just not what you expect when eating at a place in Bellevue.

The Sugar Factory does not disappoint! I’ve been to the Bellevue location a few times. The drinks are amazing. Love the food. It’s just a fun place for all ages.

Environment felt not warming. Food was terrible. My daughters both ordered pasta and they didn’t eat it. Pasta tasted like water. Fries were cold. I time there to celebrate my daughters birthday. Terrible experience

We came to celebrate my daughter’s 15 bday. We were shown to our table, my chair was broken but there was no one around to change it so I grabbed another chair from the table near by. The waitress took our drinks and food. She brought 3 out of 4 drinks in a timely matter. The missing drink finally arrived when we were almost done with our food and after I asked for it 4 times from 4 diff ppl. The drink was awful, pure syrup with water no rum at all. I sent it back. The food was good- that’s the only reason for the stars, the portions are too big. Our waitress showed up 20 min after we finished our food , no one refilled our water even though glasses were empty. I had to tell her it was a bday celebration even though it was specified in the reservation- after another 20 min she brought her melted ice cream and put it on top of the table with all the dirty dishes that no one cleared. I had to clear the table to take a video. On top of that the owners have no sense of environmental responsibility- every single table that left had 75% of their overpriced, oversugared, oversized drinks and food left untouched. That’s a huge waste of food. Terrible experience, horrible place, never going back!

The restaurant was worn down and a bit grungy. Our server was great for what she could do in these short staffed times. The food was fine.

So the place is totally filthy. Felt like we were in a rundown fast food joint or something in the goonies. Everything was so dirty. The tables, floors, walls, I mean literally everything you looked at was dirty. Food was ridiculously overpriced for the quality. Considering that it’s located in a nice area this place was just an embarrassment.

The restaurant appeared to be understaffed. We ended up having to cancel one of our drinks because our order got lost. It took about 40 minutes to get the drinks we did get. Overall it was a pretty expensive underwhelming experience.

One of our two reservations was lost. We waited a long time to be seated and even longer for our waitress to come. Our waitress was the only good thing about our experience; however she seemed to be the only one in the entire restaurant and we even saw her bartending too. She was very kind and personable, but was way overworked. The restaurant was dirty, the furniture was all mismatched, the dishes and decor were all worn off and needed to be replaced. This visit was for our daughters 16th birthday and the experience was extremely disappointing. We would not go back.

the waitress we had was horrible, gave us an attitude. never refilled our waters, took us over 45 mins to ask for our check

Daughters Sweet

What a terrible place. Extremely mismanaged, understaffed, dirty, loud, and disorganized. I made a 9:15pm reservation for four, we showed up 15 minutes early and there wasn't a single employee to be seen for 10 minutes. I had to go and find the lady to have her check us in. Apparently she is the only one doing front counter duty and seating duty even though there was well over 30 people waiting to be seated still.

After getting checked in we weren't seated until nearly 10 minutes after our reservation. Once we were finally seated we were given menus. We had already known what we planned on ordering so we were ready to go. Over the course of the next 30 minutes we saw one bartender, one bussing staff, and maybe two people taking orders, oh and the manager on site. There was at least 50 people inside the restaurant.

Not once did anyone come to our table, we didn't even get water. The manager walked past our table at least five times, from what we could tell his job is to walk laps around the restaurant on his phone and not interact with customers or wait staff.

After about 35 minutes we left, no receiving water even or having any wait staff approach our table. We even walked past the manager on our way out who continued to completely ignore us.

Why anyone goes to this place is beyond my understanding. Which is too bad because the concept is excellent and the drinks appear to be creative (on the menu at least).

Food is cheaply made. Not worth the price.
Desserts are great. This is only a dessert restaurant.

Food is so gross here, only come here to drink. Way overpriced and not good quality. Small selection of food and no kids menus.

The waitress was great… If you’re going there just for drinks then it’s a good place to be, however if you intend to eat the food was not worth the price… I got a burger it was over cooked very dry. It’s just not a place for food… Like I said the drinks were good although very highly price they were good…

It was a total thumbs down. We were so disappointed in our experience -- not just the adults but the kids. We were there for my daughter's birthday celebration. This was not our first time to Sugar Factory. They didn't have a lot of the typical inventory and could have provided better customer service to compensate, meaning that the wait staff should be empowered to provide a different solution for the customer.

I went there for my birthday party and I expected all the staff to wish me a happy birthday (like they usually do) I usually go there because of the fun birthdays the staff does. And I told them it was my birthday and the whole time I didn’t get a happy birthday or anything. My whole family sat there kinda waiting for the to do something but nothing ever happened… so we left there kind of disappointed.

The service was exceptional! The food was great too. The temperature was a little warm, but it was 100 degrees out. I would definitely recommend dining here, especially with the kids!

I eat outside at least twice a week for years. But i have to say, this is by far the worst experience I have ever had in any restaurant. First of all, we arrived for our reservation but we couldn't even state that we came. Because, the person in the front is busy scooping ice cream to the people who walks by. The restaurant doesnt have a person to check in people, only one person in front to handle everyone which sounds crazy to me. After she scooped like 5 pints, finally they let us in.. The restaurant was pretty dead. only 2 big groups of people, both of them were there for birthday celebration. Instead of making us seat somewhere on the corner, on a quiet side, they made us sit right next to a party group which were constantly screaming, yelling. Which is fine, that's what they wanted to but you could seat us anywhere in an empty restaurant so that we can actually hear each other. Food.. .oh man... Worst 2 pastas we ever had.. We couldn't even take more than 2 bites, so that we had to order sliders so we could at least not leave the place hungry.. Sliders tasted exactly like mcdonald's quarterpounder, but whatever, we already gave up on this place after those pastas. Ordered "old fashioned" drink, and they served in a water goblet that you would have at home. Never seen a worse presentation for an alcohol in any place that serves alcohol. Our server was very nice, but again, this place is so bad that nothing could save the night.. I actually felt bad for the server as she has to defend this place when serving horrible food.. Def. not recommend anyone ever this place.. What a disappointment...

How incredibly disappointing! We came to celebrate my daughter's 9th birthday. We had a reservation. The place was practically empty. I only noticed two other parties there. We were seated right away. Despite this, we sat for 30 minutes and NO ONE came to our table. We tried to make contact with a server, still nothing. We finally asked for the manager. We were told they'd be out in 5 minutes. We waited another 10, and finally got up and left. So incredibly sad... My daughter was so excited for this experience.

The most frustrating part was that two servers, one other person and the bartender were just casually talking by the bar most of the time. The restaurant was not busy. We were one of three tables in the entire restaurant! With businesses struggling to stay open, you'd think that restaurants would take extra special care of the customers coming in to support their business.

Overrated. Not worth the hype. Restaurant not clean; observed waitress cleaning several tables and chairs using the same rag!

Had a reservation, however they were backed up and I had to wait about an hour to be seated. After that I waited another 20 minutes for them to take my order. Was excited to go but I was disappointed with the customer service.

I don’t recommend going! Very low quality for where is located and the reputation of the Sugar Factory.
*bad service
*dirty
* expensive for low quality.
You are located in Bellevue next to Hermès, Louis Vuitton, Prada,etc.
when you go there you are expecting exceptional customer service, immaculate environment (floors,tables,chairs, utensils,etc… )
Not the case here. Merchandise shelves are dusty, candy supplies were empty and moldy strawberries on top of ice cream display case. Our food was originally dropped ( manger never came over and said hey we will put a rush and make sure you guys get your food, absolutely no service recovery). We will not come back. I told 2 other friends who had reservations for the next week of 6/26-2021 -07-02-2021 to not go to this place Red Robin has better food choices for less money. The drinks were ok but my expectations really let down.