Nice first time experience. It is clear that people go for the "show" associated with the drinks or if it is your birthday. The drinks are high ($30). All in all it was a good experience and fun to see the children celebrating their birthday.
Great restaurant after all. We were upset with the service we initially received from the Hostess. They told us it will be a 2 hour wait because we did not have a reservation, then never took our name down or even asked if we were willing to wait. They disregarded us completely without explanation. I got on open table on the spot and had a confirmed reservation and were seated within 30 minutes. Thanks to open table and our wonderful waiter we had a great experience.
I wanted this to be a great experience, but it was a bit of a let down. My daughter had been asking to try this restaurant for months. When we walked up, we were told they could only seat people outside unless you had reservations. No problem there. While we were in line, I logged onto Open Table and saw there was an opening available in 10 minutes, so made the reservation. (It was humid out and the outdoor seating is also next to a busy street, so I preferred an indoor table if there was a possibility.) The hostess was a bit rude when I told her we had just made a reservation. She told me they don't honor same day reservations. While I wouldn't have a problem with that, why wouldn't that just be apparent in Open Table? Don't chastise a customer because they used the tool that your business has chosen. I was trying to have a nice experience for my daughter and was happy to wait a bit if a reservation would make that happen. The tool told me you had an available reservation, so I made it. There's no reason to make the customer feel like they've done something wrong. She did tell me she would go out of her way this ONE TIME and seat us, which I appreciated, but was a bit over the top, as there was no way for me to know of the policy. At no time did I make a fuss with her though.
The drinks are amazing, and I would return for the experience of the goblets or amazing shakes. The food was frankly, terrible. We just had burgers, and they were dry and unseasoned. We were able to see several birthday celebrations while we were there, and they definitely do those right. I would return on an occasion just for drinks to maybe mark a birthday, but overall the price and food quality, coupled with the hostess service, many be more than the novelty of the drinks. It's a great ambience and I can see how the over the top drinks make this a place worth checking out, but I have to admit that even my daughter left saying, "Well, that didn't really live up to the celebrity hype."
The sweets are yummy. The regular food is mediocre. And it is overpriced. Service is great.
My party and I thouroughly enjoyed ourselves. The food was the weakest link but everything else was incredible.
I just didn’t like the idea of making reservation for 6pm to only wait almost an hour before being seated.
This was my 2nd time going, the 1st was on Mother's Day so it was super busy and it wasn't the best experience. The 2nd time was for my daughters bday with friends and it was much better, although still busy it wasn't as rushed. Our waitress was Jharmani and she was AMAZING.
I took my daughter and 6 of her friends here for a celebration of honor roll they all achieved for the school year...
Drinks are great, but pricey. It is very loud and energetic. The food is not great. Not great value for your money but it’s a fun atmosphere.
Have been to the Sugar Factory in Chicago and could not wait until we tried it in Washington. Totally different experience. Excellent in Chicago and Fair to poor at Pentagon Mall. The staff were nice which was the only good quality. Food overcooked. Speciality drink not as festive.
great food, great service. they should consider having a kids menu, since a lot of children do come there for their birthday. also they should allow you to bring your own cake or cupcakes w/o charging you. Other then that this place is great. I learned that you cant go off of what ppl say about restaurants bc i got so many negative feed back about this place and i went to see for myself and it was a GREAT overall.
It was okay. The food was not really good, but the drinks & the desserts the kids enjoyed. Cute atmosphere but if u are going for the purpose of some great food, I'd skip this spot.
The experience was great! The drinks were fun but very over priced Alcohol goblet $30 and non alcoholic $25. Food was worse- dry burgers, basic menu.. it was a nice experience but wouldn’t go back
Food and service was great!, thank you!
I had an amazing birthday experience!!!! My friends and the staff made the night so much fun. It was an amazing experience.
We waited an additional hour to be seated, after having a reservation. Then once seated no one waited on us, we had to call someone over just to take our order.
When I initially arrived at the Sugar Factory they were very busy and running behind with reservations. The general manager Jack Sullivan showed exemplary / excellent customer service. I presented an issue with Mr. Sullivan and he did not hesitate at all to rectify the matter and displayed probably the best customer service I have ever encountered. I would recommend the Sugar Factory to my friends and family. The ambiance and birthday celebrations are a experience in a positive way. I cannot wait to go back with the family.
Staff was friendly my waiter Charles was awesome, food good also. I will be back !!
Our server was excellent!! Ms Chey was absolutely amazing
A little disappointed that this restaurant did not serve the "fun" cocktails in smaller versions. Not to mention, my friends and I were not ID'd when we ordered drinks. Not quite the atmosphere for children after 9 pm at night and the restaurant may want to make that a part of a rule that they implement. We arrived a bit after 7 which was great, but after 9:30 or so the crowd definitely started to change to something a little undesirable. The food was good, but not a large variety. Would have liked to see a larger variety for the smaller cocktails with candy.
As soon as we get there, we ordered our drinks as well as food and all of a sudden the power went out. I get it things like this happen, the entire mall and block lost power. With that said the staff kept asking if we had cash to pay the bill because there were no credit card machines which I did not because I always use my cards. They brought out complimentary snacks which looked like they were laying on the floor for months they were so terrible. We took a lot of time trying to find a place with a working ATM and my sister walked to get the cash. As we were finishing our drinks the staff were acting like fools and just sitting around doing nothing even though there were customers still in the restaurant. We paid the bill and got out hoping the cash actually made it to the register! The place is a joke! If you would like to sit on the toilet all weekend just eat the complimentary snacks!
We went here to celebrate my birthday and it was awful. The only good thing was that the power went out so we didn’t have to pay the bill.
I use to love this place until I went there May 9 2018...The waitress there names Janaya took my card and took her own tip out smh...She stole from me and they still haven’t gave me my money back.
Service was really slow and special requests weren’t delivered. Food wasn’t good at all. Even the desserts, which looked amazing, were not that good. The staff was really nice and tried really hard (so I feel bad for the poor review!) They also told us they would comp one of our desserts, which they ended up charging us for, but we just wanted to get out of there already so just paid to be done with it. They at least checked in with us frequently. They were so busy there and couldn’t seem to keep up.
The staff was all over the place. They almost gave my table away not paying attention. They didnt have anything I wanted and drove 2 hours for and it was my birthday. The food was mediocore and way over priced l. Don't believe the hype thats all it is just hype
I had a good time. My drink was nasty. My son enjoyed everything but the drink as well.
It was great. The only thing I would change is the loud music. The music needs to be turned down at little. It was difficult to hear each other and the staff.
The hype for this place was not worth the cost. I don’t think I would return
Too much drama. People fighting over a table. A couple had a domestic dispute at the table next to us. Just way to much drama. Food took forever just to get chicken tenders and a sampler. This was my first time and more than likely my last.
Love the raspberry watermelon mojito! Birthdays everywhere. It was fun for our family of 3. Will return for sure. $26 a bit pricey for a souvenir (plastic) cup.
We had a 545 reservations for a 13th bday party 4 people. We waited a hour for our scheduled reservation. Another group of 4 was sat before us who had reservations after us I saw the lit. After ordering the food and two big drinks it took over a hour to get the food after we already waiting a hour to be seated. We had ordered the kids dessert as well for her bday but after the long wait the kids were no longer interested. I will never come back here nothing was comped and the bday girl was completely disappointed.
Before I arrived I knew that was going to be a little late (within the grace period) so I called to let them know I was parking and the reason I was late was because I got a little excited and I end up having a mild asthma attack so
I had to use my neb. The lady who answered was very polite and told me she understood and for me to come on. When I arrive there it was a different story. The lady was very rude and spoke to me as if I was nothing. I checked in and she made me aware that more of my party had to be present in order to be seated, ok cool. She rushed us and said if they don’t hurry my reservation would be canceled. After that all my friends arrive I went to her and she said oh your table isn’t ready. My reservations was at 5, then they tried to say I didn’t have reservations after I told her I did bc when I said my first name and another lady said my last name without me telling her. Next they tried to argue that it was scheduled for 5:45 so I showed my confirmation for 5:00. It was after 6 when we finally got seated. Once seated our waiter was actually amazing. His spirit was just so pure. So he took our order and i was thinking that the night was getting better. Haha the joke was on me bc they only brought out half of our table’s food. The rest of us never received our food. I really felt like my birthday was ruined. Although the attempt to make it up was done I still felt as if my table didn’t matter. Also the first manager I spoke with (a female) didn’t help the situation with her attitude. She spoke very rude and loud as if I was her child. However, the second guy I spoke with was nice. I am shocked by the service I received there. I had this planned for months and being that we’re all military or medical personnel’s we don’t really to be together as a whole so this was our time to relax and enjoy but instead it was a horrible experience. I hope that they improve their service the future guest.
Where do I start?
When we arrived, we were asked whether or not we wanted to sit outside. We said no, that we preferred an indoor seat. To that, we were told that there were a lot of reservations and they needed to honor them. We said okay but let her know that we had a reservation too. Then we were told that 80% of our party had to be in attendance. We had 75%. One of your staff came by and told us that we could sit. So we did. Our waitress took about 20 mins to give us water. Another couple of mins to take our drink offers and finally asked for our food order. Drinks came out fine (but unbelievably late). Appetizers came out separately and with TONS of time in between. We were done with the first appetizer before the second came. We were given the wrong food ....someone's entire order was sent to our table. We then had to wait another 40 mins almost for our food. Our waitress amber rolled her eyes every time we asked a question. Me, the guest of honor, got her food last. I had to watch as my friends all had their food and I sat for another 15 mins. There was so much waiting! I know it's busy but our waitress didn't help. Her attitude was disgusting. We were then told that we couldn't split our check. Then we were told that we could. There was so much inconsistency with the policy that I'm asbolitely sure I would never return even though the drinks and food, while over priced, were good! Please speak to the staff about professionalism. We were not rude to the staff at all. We really tried to be patient but my goodness !!!!
They did not have our reservation but allowed us to come in anyway. This is the second time this has happened for the same restaurant and same open table reservation. No problems occurred so I would definitely go back. The dessert was supposed to have cookie dough ice cream but was only vanilla which I am not a fan.
The only problem was when we got the bill and they charged for some bulk candy my daughter had got without me knowing. The display was very tempting. When she went over to get the candy she thought was free, instead of the manger telling her to get an adult or there was a charge. He suggested she get a bag to put the candy in. Then charge us at the end.
Almost next to horrible! The service was not good, the waitress had no knowledge of the menu. She also overfilled my drink and make a huge mess on the table. The food was okay. The actual decoration of the restaurant is beautiful! I wouldn’t come back though.
I booked reservations here on the recommendation of a friend. I had looked at their menu, which looked fun...but it was more gimmicky and touristy in person than I expected. Lots of birthday dinners for the 7-12 age range, and a bachelorette party. Loud and lively. If you’re looking for a fun, loud girls’ night or want to treat your tweens to virgin drinks and let them feel like a Kardashian, this place might be your jam. If you’re mid 30s and usually in bed before midnight ( 🙋🏻♀️🙋🏻♀️🙋🏻♀️), you might feel a tad out of place. Drinks were fun but not amazing. Food was good, dessert was a let down.
This visit was to treat my granddaughter for making the honor roll. Our reservations were for 6:45 pm. Unfortunately, we did not get seated until 7:15 pm. This was followed my a very long wait for our meal. The waiter extended his apologies and even treated my honor student to dessert. Needless to say, our meals didn't arrive until 8:00 pm. I certainly would have left, but my granddaughter was so excited as she joined the singing with the other guests. I don't ever care to return for such a wait for burgers. However, the kids love it and so did my honored guest.
Our waiter was great! However, the rest was a disaster. We waited over an hour for our food. We did get two free drinks because of it, but I would rather have not been there for over an hour and a half with two kids. Also, when we sat down, our table had folding chairs (like at a picnic) instead of regular seats.
I’ve been there before, and this seems to have been an anomaly. So I would still recommend it.
My son turned 10 and wanted to go to the Sugar Factory. It was my first time taking him and it was horrible. We went at 5pm on a Saturday and were seated within 10 minutes but it took a toll downhill. The waiter was non-existent. He didn't refill water or give me more to drink. I ordered a philly cheesesteak burger well done. It came out with cheddar, not provolone and it was raw. I sent it back in hopes to be able to eat dinner with my son. Nope, 20 minutes later there still wasn't a burger. Where was the waiter to check on us? Nowhere to be found. I flagged down a manager and told him what was going on. He checked on my burger and they still hadn't made it. What kind of chef doesn't know that you make food sent back to the kitchen first? He offered to put the order in and comp our entire order and the next order. I declined as I wasn't keen on waiting 1 hour for food. The woman sitting next to me with two boys sent two of her plates back because they were cold. It was disturbing to say the least. I was very disappointed as it was supposed to be a great experience for my son.