Highly Disappointed!! My mom saw it on TV network, she really wanted to go, so decided we would make reservations for her birthday.. well, We had to wait in extra 20 minutes after our reservation time, which was no big deal but then we get to our table, we order drinks and appetizers. Our appetizers came out but we still had no drinks to go with them.. and they didn't bring any little plates, so between 5 of us we all had to hold our chicken bones over our linen napkins and put all our bones together on the appetizer plate, while still trying to share fries and chicken tenders.. So that was quite a mess.. We were seated directly across the bar, so originally we thought, wow this is cool, we at least get to see them make all the drinks.. Well, the bathrooms are also right next to the bar and every single child that came out of the bathroom, stuck their hands in the gummy dishes and were walking away with handfuls of gummies, then the servers are coming right behind them and putting those same gummies in our drinks.. 1st of all I can guarantee you, maybe one out of those 10 kids actually washed their hands and 2- How come there are no lids on those gummy jars?? and they are so accessible to the public?? I bet the gummies that came in my drink were probably touched by 20 children before thankfully soaked in alcohol.. Its really gross.. And then it actually gets better, My sister ordered a turkey club and it had a long black hair folded into the bacon.. The server hadn't even left our table from dropping off the food before she found the hair sticking out, Said take the sandwich back and just take it off of the bill.. so she didn't get to eat... I had chicken Alfredo and it was OK but the food is no better quality than Denny's... Well, then the bill comes and the sandwich is still on the bill.. Completely ruined birthday and waste of $400!!

Just Horrible! Dirty, and would not recommend!

Rachel was an amazing server she was very entertaining.

My sons birthday

Nothing special! Stopped to eat after taking my kids shopping

1st, we were sat at a dirty table, sticky everywhere. We didn’t even sit down, we stood until someone came over to see what was going on. They kindly sat us at a different table. The waitress that poured our drinks, never came back, and my daughters drink was bubbling all over so bad that it was dripping down the table. Another waiter was kind enough to help with more napkins. The staff seemed very unfriendly, and not wanting to have nothing to do with us. (Except waiter, that wasn’t even ours) It was a Birthday celebration, and thought it was not the best! We had better service at the Mall of America. Chicago needs to step up their game! Not sure we will be back!!!

Overall experience was good as we were celebrating my son’s 8th birthday. The milkshakes were great and the food was good.

The issue was the bill, it came with a surprise 20% additional service charge and then the waiter explained that wasn’t a tip and that we should also provide him a normal 20% tip so at this point the expectation was we were paying 40% extra in service charges on top of an already high priced meal for the quality of the food. It was to much for the value received and we will not be going back and have already shared this story many times.

Food was amazing and the staff was great! My daughter enjoyed her birthday there.

My daughters 19 birthday and we had a blast. Our waiter was amazing, he made the experience more enjoyable and answered all questions as it was our first visit. Please let him know what a spectacular job he did.

Food was good but got cold within 5 minutes of eating. My waiter was nice but halfassed the service and gave a lot of excuses because it was near closing. Wasn’t a terrible night the atmosphere always keeps you in a good mood

Horrible compared to the other locations I’ve visited. Staff are miserable. Wait time of over 20mins after I had a reservation was unacceptable. They were seating large parties that came after us first. Birthday “turn ups” we’re just clapping hands with absolutely no enthusiasm at all. Then they charge a 20% service fee that goes to the RESTAURANT NOT THE STAFF! So basically you’re tipping 40% at the end of the night. Smdh. For those prices, do better.

Service was slow. Not the fault of the waiter but there were too many large parties being serviced. I didn't appreciate being told about the 20% service fee once seated. This should be communicated on the website and upon arrival.

The drinks and desserts are impressive!

Bud our server was awesome:)

They charged us service fee of 20% which ended up being I think around $40. We were told twice that gratuity was not included in that service fee. Food was overly priced for the quality. We were loyal customers but quality of food and service plus the new service charge will have us NOT coming back.

The serving host assigned to the table was fantastic sitting limitations. The manager on-site last night 11/24 horrible. They want to force you to buy the King Kong in order to stop and clap for your birthday. I spent $350 here and it wasn’t worth it. They’re not customer oriented. They don’t know that it’s customary to have your birthday acknowledged at all downtown restaurants. They come out and clap and acknowledge your birthday.

Menu was limited and drink prices were ridiculous

Both we sat in was old and torn up. Buns were dry and my burger was size or a quarter. For that much money I expect more.

The service was awesome, the food was delicious and those drinks? To die for!

Tourist trap with an identity crisis. We went for my daughters birthday but I felt like it was part club/bar and part families in a candy store. It felt really weird. The dinner was overpriced (well everything is actually) and mediocre BUT I would 1000% go back for the milkshakes. Wow- those were amazing. Very good service too.

Over rated but nice my daughter enjoyed her birthday.

Amazing place to celebrate a birthday party! The staff was fantastic, knowledgeable and courteous. Great atmosphere and the drinks were top notch. Would recommend this to anyone who wants a fun night out.

The Sugar Factory is a fun restaurant for a special occasion. We went with our daughters and granddaughters for a special treat.
The food was decent, but not anything out of the ordinary. The 3 adults shared one of their speciality drinks, the presentation was fun, it was good but not worth the $42 price imo.
The sundae we ordered for dessert was amazing and lived up to the hype.
We were informed they charged a 20% service charge on all checks, when we were seated. The biggest turn off was the server telling us the service charge was not the gratuity and asked if I had questions. I asked what the service charge was for and she said it was for the restaurant to pay the servers🤔 and that I didn’t have to pay an extra gratuity if I didn’t want to. To expect diners to pay a 20% service charge AND to tip on top of that is asking a lot when their prices are high to begin with.
This was a one and done for us.

Amazing service! Food was awesome, drinks were great

Very expensive for what you get. Food service was great.

The ambiance, food, deserts, and staff were amazing! Our waitress was fast, fun, and entertaining! The atmosphere makes you dance in your seat. The food was great and the deserts even better! Pricey, so not for frequent dining, but perfect for a special day out or a special occasion!

We always kick off our Holidays with a downtown Chicago weekend. We usually eat at another well known holiday spot but after trying for three weeks to get a reservation we wanted to pick another restaurant. We had never heard of Sugar Factory and it it did not disappoint. Very family friendly (although a bit pricey) but we had great food, an amazing dessert and excellent service. They really celebrate if someone orders the King Kong which is exciting to see. Will now make this a new part of our annual tradition.

They bring bottle water and charge you even when you say you don’t want them. They charge 20 percent service fee that’s not for the tip and want you to pay another 20 percent tip so 40 percent in service fees. It was just loud tacky and just ran like a 24 hour diner i used to go to when I was 17 but they charge 50$ for drinks… instead of 1$ for a soda.

Food is terrible and overpriced. As were the drinks

Lovely place

I really enjoyed my meal I enjoyed my drink my children enjoy getting candy it was a fun visit besides the fact that the front desk staff continued to stare at us weirdly to the point where it made part of my guess feel very uncomfortable they were a LGBT community couple and where we were seated we were continuously starred down during our meal,as we walked in,as we began to leave, I didn't want to cause an scenario and for one children were present through out the restaurant our waitress was the only hope for our visit she was extremely nice and pleasant, a young beautiful African American girl with dreads. We ended up cutting our visit short asking for the bill,and I had to deny my children desert because I was so over it. If a staff feels a way they shouldn't keep huddling and starring at people eating. The behavior sadly was so obvious of the staff I pray no one else experience that, to be honest I was crazy for not asking for a full refund, it was sad to experience that unprofessional behavior, people entitled to love who they want ...

We came here for my daughters 3rd birthday. This was our first time here. She loveeedddd it!!! When we got seated Micheal was our host. He was very knowledgeable of the menu and popular items. He was one of the best host we ever had. His energy, his vibe, he was such a cool guy. The best part was when they brought out my daughter sparkling desert with 24k Magic by Bruno mars playing blasting lol. Would definitely recommend and come back again!

Fun and fabulous place to enjoy! Definitely should tell people before they book a reservation that there’s a 20% service fee added to the bill but the waiter we had was awesome and energetic and sang happy birthday to me overall it was a very fun place to go

I was extremely frustrated to find that the 20% fee added to the bill was not actually the gratuity. The server told us at the end of the meal that this goes to the restaurant and not the servers and that the tip is extra.

Truly, the food is pretty average although the shake was fantastic. We ended up spending almost $200 on two shakes and 2 entrees by the time we ended up leaving a tip. The restaurant advertised the the fee but was not clear about it. I wouldn’t return based on that.

Mike made my daughter’s birthday memorable. Love it.

The atmosphere was super fun!! Loved being there at night! Expensive, but you go for the experiment.

Awesome Experience! We loved the atmosphere, food, and staff. Everything was excellent. Can't wait to go back.

Michael was amazing, first time here! I loved every minute of it. The energy is here is amazing. Food is tasty! definitely returning.

Not really sure of the 20% service charge, with gratuity on top. Wish That was more clear when I booked the reservation. Kids had fun. Not as clean or nice as I remember years ago. It was just a lot to pay for a couple burgers and a shake.

Overall it was good evening out

Overpriced bar food, service is meh. Water bottles and ketchup packets are a bit shockingly low class for any decent restaurant, let alone one that charges $27 for a burger and touts influencer glam. The restaurant adds an automatic 20% gratuity, which the water informed me just ensured they are paid minimum wage and isn't a real tip. Didn't appreciate the check hustle and also why on earth would you work there?

If your kids like the tictoc glam, it's worth splitting a signature milkshake. But head elsewhere for dinner.