Sugar Factory - Pentagon Mall
Unfortunately I don’t feel the quality of the food was worth the price. I can definitely see the benefits of the fun and lively environment for large parties and gatherings but my experience was personally not worth the visit. I was rather disappointed that a couple of the items on the menu were not available at the time of my visit and the quality of the food was less than expected. I will say the staff was very welcoming and they all genuinely seemed to have a great time with the guests!
Had a reservation and still had to wait. Most of the drinks we wanted to try had run out and it we were there 4 hours before it closed. Tables and chairs were wobbly to the point that our drinks almost fell off. We were served water in plastic cups.
Get it together please
The service was awful, waited over an hour to be seated with a reservation; a cup of tea at the next table was spilled on the floor and after mentioning it to the staff several times, it still was not cleaned up; had the chicken and waffles, the waffles were cold and the skin on the chicken was fried incredibly hard; order the ice cream and brownies, the brownie was so hard that you could hardly cut it; lastly when the kitchen door open one of the kitchen staff walked out with a huge trash bag on over his clothes...this was my first and last time going to this restaurant; the paint is peeling from the columns and looks horrific!!!
The service was awful!!! I’m not sure who manages this place, but he/she needs to get a handle of all these issues in this restaurant.
The Sugar Factory at Pentagon Mall was cool. My nephew absolutely enjoyed the experience for his 12th birthday. We had a super nice waitress. The only food I'd recommend here is desserts, burgers, and maybe wings. I ordered pancakes for my 7yr old and they looked like dried, old sponges. And not only were they disgusting but they cost $14! Luckily our server took them off of our bill. The milkshakes are great. The mai tai drink was also great. I've had a salad here and that wasn't great either.
We were so excited to celebrate our son’s 16th birthday here that we came from Southern Pennsylvania. We had a large party and were all ready to have a great time. The food was decent. The drinks and dessert (the main reason we came) were less than poor. There were no ingredients for the items we ordered and the retail space was almost bare. Very sad. The tables were cracked and missing pieces, the bathrooms were in disarray and had no soap. We will not return to this location!!!
Our experience was great! We drove all the way from Richmond and we were not disappointed. The decor looked a bit dated and worn. Chairs and frames on the walls looked like it could use a refreshing as they were damaged. The food was fantastic though and my son loved the smoking strawberry lemonade even though they were out of the candies and decorative items that it came with on the menu image. Service was excellent and made my birthday special. We will definitely visit again!
The waiter just took way too long to bring our drinks. We were there for 2 hours and had 2 drinks....
I’ve been to this location several times and have always enjoyed myself. This time our service was horrible, the waitress had an attitude from the beginning and it took forever to get our drink order and meal order. The place is usually way more packed so it couldn’t have been she was just overwhelmed that evening. Wish I still had my receipt so I could comment her name. I didn’t want to complain while we were there simply bc we were celebrating two teenagers birthdays and I didn’t want to take the attention off of them being that it was their night. Idk if bc gratuity was already added since we had a large party she felt she could be rude or what but it was unacceptable which is why I choose not to tip her farther than what was already added. I had already planned on leaving a large tip above the gratuity since we had a large party and I normally have a great time there but her service was horrible.
We went there to celebrate my sons birthday. Not only were we sat almost a hour after our reservation time but the service was horrible. They ran out of things and to top it all off they didn’t even acknowledge that it was my sons birthday but made sure to acknowledge other people’s birthdays. The first time taking my family there and it was a horrible experience.
I had a 2pm reservation and got seated at 3:15pm. The food was horrible, the salad was good. Everything was over priced. The music was too loud and the facility is way to small to host parties over 8 people, mine was 16. It took forever for the food to come out and there wasn’t enough table staff. My waiter was the only thing great about my experience, he was a absolute sweet heart and because of him my daughter’s 12 birthday in her eyes was great!
The place and food is great. The service and customer service, not so much. But we had a fun time. For the price, there need to be better customer service and cleanliness.
I’ll start off with we were late about 20 mins for our reservation (1:45pm) due to car accidents on interstate. We drove almost two hours to go here to celebrate our sons 9th birthday. I called about 10 times to inform them about us being late, no answer. When we arrived their was no one to greet us only people standing around confused waiting to be either helped or seated. It was a mad house. We got a table after a 30 min wait. Drinks were okay, deserts were good. Ordered spaghetti with meatballs and the meatballs were cold in the center. Overall we had a nice time but it was definitely overwhelming. Very small
Our server was swamped. He was a great kid. Way too loud! I had no idea. He tried so hard. It was 30 minutes after our reservation. My family was so excited about the milkshakes. They ran out of Pepsi, glassware, but my brother loved the burger. My mom's salad came out before the appetizers.
Server was lost
I took my grandchildren (4) to the Sugar Factory for a great, first time experience. We received far less than we planned. It was not busy as there were many empty tables. However, our food wait time was over 45 minutes. We did not receive many items we ordered and no condiments to go with what we did receive. My nine year old grandson commented that he was afraid to ask for ketchup because it may take the waitress five hours to bring it.
After one and one-half hours, we still had not received our drinks after asking our waitress repeatedly. By the time we received our food, it was cold, and by the time we received our drinks, we were finished attempting to eat the cold food. It took two hours for one of my grandsons to receive his milkshake, of which he finally received after went to the bar to request.
My grandchildren, ages 5-10, were very upset and my nine year old grandson cried because of the poor service and lack of attention shown by the waitress.
To make matters worse, I took my 7 year old granddaughter to the bathroom and was appalled by what we saw.....a complete and utter mess. It was so bad until she decided to hold it until we left. I advised the manager and he responded that the customers destroyed the bathroom the night before. It was over 24 hours later and he was comfortable conveying this information to me.
It was the most expensive, dirtiest, unhappy dining I’ve ever experienced.
Service was terrible. Made a reservation and still had a wait an hour until we got seated. Lady at the front was rude and not welcoming
I would do so for the a happy hour at the bar. My waitress failed to greet me and provide water upon being seated. It was only after I asked to speak with the manager that my service began. The food was standard and the candy choices were limited. I had hoped for more with the prices. My child enjoyed the festive ambiance and musical birthday song. I will not come back to this location given experience. Thank you
We had 830 reservations and were a little early so we went to the bar where everyone already had a drink. The bartender said she would be with us in a minute. Then 20 minutes later still hadn’t taken an order from us. The music was sssoooo loud we couldn’t even talk to each other sitting a foot apart. Then someone turned the music so loud it shook the speakers to a song so a birthday table in the front of the restaurant could literally treat the place like a club. We were out for a fun nice dinner but ended up leaving. I don’t know how the servers can hear anyone’s order and I have no idea how anyone in there could enjoy a meal like that. We won’t be back
Went to try their milkshakes. Was sat about 15 minutes later than our reservation time. Ordered our shakes and waited an hour for just two milkshakes. The place itself was small, extremely crowded, and loud because of the music. Probably won’t be going back.
Made reservations , seated in about 10 minutes. Took the server 30 minutes to come greet us and take order. Didn’t have chicken and waffles. Was asked to get up and move over during ya eating meal. Food was ok. Experience was so bad we didn’t get dessert or finish food. We were ready go leave. Took waiter a long time time to come get check also. Better for younger people or celebrating birthdays... i probably wouldn’t return
Had a great time. A lot of birthday parties with hype music. Everybody would participate. Took a little while for our waiter to get to us but it was really busy (Valentine’s Weekend), so we understood. Food was good, drinks were hittin...Overall great experience. My first time there too 💯
Service was atrocious; whole restaurant had the feeling of being overwhelmed even though it is not that large. Drink was good, food was ok, though whole experience made all the outrageous prices stand out even more negatively. Saw multiple people leave without being waited on and table next to us told us “not to waste our time” as they were leaving. Space is not cared for - many items in disrepair, retail shelves not stocked. It’s clear there is not much corporate oversight. Manager was friendly when he brought our food out but the rest of the staff didn’t seem to care very much. Retail prices advertised in store were higher than prices online and higher than items were marked on their price tags.
Service was slow. Appetizers delivered cold with no silverware or napkins. Drinks took an hour. We decided not to stay. Manager was apologetic and generous but I am not sure when or if I would return. Unfortunate... because it was our first visit. Great location, though.
Service was extremely slow, food was not that great, and they have a ridiculous "cake" fee, really. Worst dining experience EVER!! Could've ruin my birthday
The server was extremely slow; no fault of his since he had a large party, as well as other tables to handle. The food was just ok. The appearance of the resteraunt, including the seating and table wasn't as clean as I prefer. The menu prices for food and beverages were very expensive. The overall experience was NOT favorable and we would NOT return and would NOT recommend this place.
This is exactly what I put on yelp and shared with my Facebook friends. EXTREMELY disappointed smh.
Went to The Sugar Factory over the weekend. The venue is awesome. The menu and drinks looked fire and the birthday celebrations were lit....SERVICE WAS BIG TRASH! I mean like y’all want all my money but can’t even bring me napkins when I ask multiple times. Forgot my drinks multiple times. The smallest requests went acknowledged but unanswered. This is the perfect example of having a girl that’s pretty with an ugly heart. Like I didn’t even tip and left her a note as to why...that’s how bad it was. I’m not even that petty. I wouldn’t recommend. They could’ve gotten about $70 out of me in drinks alone. Missed that. What a waste of life and venue and music.
My date had buffalo wings and didn’t even eat them because they never brought her napkins. We also never received utensils. Didn’t get our drinks until AFTER our food came. They don’t care unless you have a big group or it’s a birthday. They literally told us multiple times “I got you with the napkins, I’ll be right back.” Never came.
We had 1:30 pm reservations and arrived 10 minutes early. I checked-in and we were seated by 1:40pm. It was quite busy so we weren’t greeted right away but when our server arrived he took our drink(s), appetizer and entree orders because we were ready. He was also accommodating throughout the rest of our visit. The food was delicious and it was a great Valentines Weekend Date. I always have a great time at The Sugar Factory!
I enjoyed my time there, but i think it's for parties. The food was ok. I enjoyed the syrup. It was really tasty. If i a meeting or something like that it the best place the go.
Hostess and server staff lacked friendliness and were apathetic to helping manage the customers waiting to be seated. Waitress was as attentive as could be during the busy Valentines Day. When the food came out, Typically hot items had cooled and the Mai Tai Goblet was only about half full. After comparing this location to the Atlantic City Hard Rock Cafe location, This location did not live up to the hype that the Sugar Factory name has come to be known to have. Very little WOW factor here.
8:30 Reservation to be seated at 9 pm because three groups of people decided to come late. Once we sat down server didn’t greet us for 20 minutes. Once he did greet us he only spoke to my lady and didn’t acknowledge that I was asking a question. The table next to me ask for their check before we received our food and didn’t get it till after we finished. EXTREMELY poor service. Specially after you watch him walk around doing nothing when you needed something.
Good experience. The food was tasty!
I will never return. Total ripoff and all hype. Don't waste your time or money because you will leave disappointed. I was served raw chicken and the service is extremely slow. I read the other reviews but wanted to form my own opinion. Dont bother just believe the reviews and save the headache.
Had a great time! I will be coming back soon and trying more items from the menu
While I really liked the atmosphere and ambiance of this restaurant, our food was not the best. I ordered the thai chicken salad and it came without chicken. My husband ordered a burger and it had some plastic in it. Also, it took a while to get our food, which our waitress warned us that the kitchen was backed up but when my husband showed our waitress the plastic, I believe the corrected burger (it was also undercooked) should've come sooner than it did. While our waitress and apologetic and friendly, I think more could've been done to rectify the situation with our food arriving late and then incorrectly. I would return for a special occasion but my husband would not.
Only for the singing and drinks. The food was horrible and definitely not worth the price. They should have a kids menu.
The food was over priced for the quality. If we go back it’ll just be for milkshakes.
Valentines date with my daughter
Had the most amazing day ever with my daughter and her BFF for Valentines Day lunch. The food was great and people was even better. My server was spectacular as well as all the other servers. They all was friendly and it made our time even more enjoyable. We will be back soon.