Sugar Factory - Meatpacking District
Very dirty place. Poor service
We went for drinks and dessert and both were amazing! We got sundaes for two and they were great. The ice cream itself was creamy and the toppings were very flavorful!
Took my neice for her bday was like a club with food, everything was delicious and service was good just really loud music.
It was extremely cold in the restaurant and they serve ice cream so not enjoyable at all. The food was not great and took forever to be served. They forgot our kids meals. It was overall not a great experience. Maybe they just had a bad night.
It was an awful experience. Food cold and the heat must have been broken.
We waited for about 35 minutes even with a reservation in an extremely cold stairway. When seated the place was freezing and I had to eat with my coat on. My table was dirty so I had to use my napkin to clean it. We waited atleast 25 minutes for our order to be taken. I asked for a clean napkin then, never got it. The food came. I asked for ketchup for my daughter's chicken fingers and fries, never came. Never got a napkin after asking 3x. The food was mediocre at that. Save your money. Overpriced tourist trap.
Concierge was very rude and upset with everyone because it was backed up. Waitress staff was rude as well. Goblet was minimal alcohol
Worst restaurant in Manhattan, honestly. I went for my moms birthday and requested a birthday dessert and candle and they never brought it out. I saw my waitress twice: when she took my order... and when she gave me the bill. We were given PLASTIC utensils like wtf ?? And my sisters appetizer was brought out 15 mins after her main course... which they messed up. We don’t eat pork and they gave her a ton of pork. So she couldn’t eat until 45 minutes later. We made a 2 PM reservation, did not sit until 2:40... and waited 49 minutes for a meal.
The people are rude, service sucks, food was cold. I can never waste more of my money here ever again. So disgusting.
My experience this time around was a little disappointing. First the place was freezing. We were seated right next to the wall where the vents were blowing cold air on top of it already being freezing outside. Almost everyone in the restaurant kept their coats on. Secondly when we requested a hot beverage we were told the machine didn't work. Therefore we were able to order anything hot. Thirdly I ordered the French toast for $18, just to receive 4 triangle slices of dry bread that looked like it had been toasted, sprinkle with a pinch of cinnamon and left out for 2 hrs as it was cold and dry. Thank goodness for my waitress who accommodated me and allow me to change my order to a burger which was a much better choice. How can you charge so much money for some dried up bread??!!!!! My friends also was not happy with her waffles as those also came out COLD!!! For such a "happening" place, Sugar Factory needs to do better.
I was EXTREMELY dissatisfied in the service and food at this venue. We waited over an hour to even get a hello and water to the table. The heat was not working so it was similar to sitting outside. When two appetizers came they were luke warm and it took over 20 more min for other appetizers to come and by that time we were to hungry and very upset to finish. Pls help correct the customer service and overall satisfaction to customers coming to this restaurant.
It’s cold !!! Put some heat !!
My food got cold so fast.
Service was awful, music was terribly loud I couldn’t have a conversation with someone sitting right next to me and they tried to charge us $5 for a sparkler candle that we didn’t ask for.
They also were out of the wine we ordered, so they gave us our 2nd one but charged us for the one that they were out of because it cost more! Crazy place, but people still go for the stupid drinks and desserts I guess?
For a once in a lifetime experience yes but not a regular go to type of place. Food and drinks immensely expensive although the food itself was good quality. It might behoove management to turn on the heat when the temperature outside is below 40 degrees. Very close to the High Line. Enjoyable but a one time only for this family.
Fell short of expectations with exception of milkshake presentation. Cupcake on shake was frozen, cookies on shake tasted freezer burned and donut on shake had no taste whatsoever. Waited 45 minutes for lifeless salad and burned burger sliders. We were second party to be seated on a Friday after opened. We were just a Party of two. It was sad that not once did my daughter or I see the staff smile. Not even when I was given the check. Will not be going back or recommending to others.
Horrible customer service and poor management.
McDonald’s runs a smoother operation than the leadership at this establishment.
I have to admit that The only think about that place was that the food was good. The service lacking in service. Waiting for everything very long even to refill my water glass. But the music was extremely too loud!!!!
Won’t come back to that location.
While the servers and hostess were very kind, the food was not very good. The burgers and chicken were burnt but served lukewarm. The desserts were just ok give the astronomical prices.
The food and the dessert took forever. There was 11 of us there for 3 hours. There were two other tables occupied, so not busy at all.
The hostest knew my name without me saying which was very nice and friendly.
It was amazing!!
I’ve been there several times now this year and this time was the worst. They were understaffed and the wait time was entirely too long at the table. The waiter did apologize and explained that staff called out sick and he wasn’t even supposed to be working. The air conditioning was broken. They couldn’t get it to turn off so people were there eating with their coats on. The buns on the burgers were not exactly soft and the food got colder faster because it was so cold in there. I’m not much of a complainer usually but this time I would say, out of five times that I’ve been there this year, was absolutely the worst.
Love this Place totally go again,recommend it.I had banana Nutella milk shake
Waited half an hour to get seated with a reservation, they ran out of donuts so we couldn’t order the donut burger, and the drinks they served were in water glasses because they ran out of martini glasses. That being said once we complained they managed to wash some glasses and remake our drinks to standard. They also took them off the bill so I can’t complain about that. They brought the entrée out before the appetizers and drinks but then fix that as well. Not terrible just not fantastic. The food and drinks were delicious though.
The food came really fast and cold. They forgot to bring my chicken with mash and brought with waffles. It was an “eh” experience. The server was nice and polite. The food came so fast almost like if it was microwaved.
Our brunch was a disaster. The food arrived after an hour and the place wasn’t even full. And when it finally arrived, it was incomplete: a coffee never arrived, the bacon arrived after we finished the eggs...
The waiting staff was too busy singing happy birthday and doing other useless things of the sort.
I reported the problems to the manager and, instead of apologizing, he looked at me with a smirk.
The food was plain and greasy, the prices excessive even by NYC standards
Over the experience was good but I reserved the table 2wks in advance to surprise my lady for her birthday and they wouldn’t let my guests sit til the whole party was present so we arrived and the surprise was ruined. The food was great, service from out host was outstanding, I can’t remember his name but I think it was Ernest but again overall it was great but the restrictions on table seating especially with a reservation was ridiculous. Oh and before I forget it stunk in there. It smelled like old mops as if cleaning with old rags and mops, Horrible but we delt with it.
My experience was great our waiter SEAN was AMAZING.
We love this place! The food, the look, the drinks, everything. And shout out to our waitress Janet, she was super fun and kept our birthday girl hype throughout the night.
Only concern was that we were seated in the basement level and it was so cold.
One of the people in our party already had a cold and most of us were reluctant to take our jackets off and eat comfortably.
I understand they had the front door open because the waiting area can get packed but even then we all tried to huddle in a corner to avoid the cold.
Celebrating my daughter’s birthday. Great if you are going for atmosphere and dessert. Food is fair diner quality at best. Glad she had a good time. Service was very pleasant. Just terrible food.
It was my daughter 13th birthday
What a mess. I can’t believe I put something in my mouth that was conceived in this joint. What a Dump! It’s dirty, run down and terribly boring. The food was awful and the drinks were absurd. Even my kids were disappointed and they are not the possessors of any great pallets.
Service was too slow. Spoon for soup came 10 minutes after the soups have been served.
Great service great experience thank you so much to the team at Sugar Factory for making my daughters birthday a success !!!
Great for kids. The wait to get our drinks and food was tremendous , and don’t bother ordering appetizers as they brought all of it out at the same time. But all in all my kids loved it. The food was delish (wings especially) ....the adult cocktails are way too sweet but that can be expected. My kids are still talking about it and smiling so ...despite the issues was still memorable.
Several basic items unavailable (waffles, cappucino). The food took 45 minutes to arrive after ordering even though when we arrive the restaurant was mostly empty and not busy! They said there was a “problem in the kitchen.”
The manager did apologize and took some money off the bill but this was just a terrible experience with kids. The food itself (pancakes, French toast) was basic, bland and not so great. The shakes are unique and obviously a highlight but everything else here just seems dysfunctional.
Once ordered it took over an hour to get our meals. The hamburger orders totally wrong with the temperature not cooked to order. Server's are too busy to tend to the patron's. Kids can get board easily when food simply takes such a long time to arrive.
My daughter enjoyed her goblet white gummie drink with her friends for her birthday. She enjoyed everything; especially the sparkling candle that came out with her cake. Menu is a little pricey and they don't have a children's menu, but great experience.
The staff was very friendly
We had super high expectations due to all the publicity sugar factory has. We waited a decent amount of time to be waited in and the restaurant was not even half full. Our kids had the milkshake and I have to say they loved it, however my husband and I had the lollipop goblets and it was such gross. Super sugary and extremely carbonated and tasted like pure red bull all thought the drink stated it had no red bull . We had burgers and fries and it’s pretty ok as burgers and fries goes... but the price is a bit over kill for shakes and burgers. And the customer service was pretty slow and not very attentive.
Great experience. Came on Halloween the waitress was awesome, food was great and overall a good time.
Went during a weekday so experience may not be the same over the weekend. Very quiet...its obviously a touristy or novelty type experience for b'day parties as the food seems like an afterthought. They are famous for their oversized, sugary drinks which we didn't try. I took some out of town guests with kids there and they weren't overly impressed. Ah well. I tried.