Sugar Factory - Pentagon Mall
Our experience at sugar factory was okay. I normally go to the Sugar Factory, back home in New York City on a regular basis. So I was hoping to have a great experience just like when I go home. I enjoyed myself, but there was a few hick ups that I wish did not happen.
Service is very slow ..we were the second table in the restaurant and still they could not deliver!
The one in DC is much better
Was there for a birthday party which was none. Didn’t receive the music request list for a long period of time. Placed are orders and specific ranch and honey mustard, food came out cold and no ranch or honey mustard. Asked waitress along with other servers for the ranch/ honey mustard finally received. Tried telling waitress several times about the dessert for the birthday along with the song it finally came to us wanting to cancel them from signing they finally did something. Received the wrong bill, 1st bill 180$ then received 2nd bill 202.98$ ask for itemized bill couldn’t get 1 asked for manager was told the manager wasn’t there he went to the store. Several other tables were also complaining about service and food. This wasn’t the 1st time @ this location with bad service and food. Will not
go back especially traveling over an hour
I had a blast celebrating my birthday at Sugar Factory, I ordered the sampler with onion rings, buffalo wings, tenders, and Mac & cheese balls. The tenders were small and dry, but everything else was amazing. I also had the lollipop passion drink which was magnificent. I made my reservation two days before, and didn’t wait long at all to be seated.
I have been to surge factory in nyc. And this building is beautiful and the location is amazing. However, that’s where it stops. We all had the fried chicken and waffles. I asked for two wings and got two drum sticks instead. The breading really wasn’t that great. It’s not typical southern fried chicken. The waffle was cold. Disappointing.
There were tons of empty tables and our wait was still 20-30 minutes even though we had a reservation. They refused to allow us to hold our children. They were forced to sit in high chairs, even though they weren't big enough. It took 2 hours between the time we walked in the restaurant and the time we received our milkshakes. Our food never came even though they kept promising it was on the way. We eventually had to just leave without ever getting to eat. The atmosphere seems cool at first, but then for birthdays they turn the music up so loud it hurts. Our children were literally crying it was hurting their ears so bad. It didn't even sound good because their speakers were crackling and giving out. The lights also kept being turned on and off.
I was very excited to visit the Sugar Factory because, I heard so many wonderful things. Sadly, I was disappointed. I had made a reservation for two, two days ahead of time for 5:00pm. I had received two confirmation emails as well as a confirmation text message. I saved them both just in case they needed proof. The day of, my friend and I got there three minutes early, I went up to the hostess and told her I had reservation for Jones at 5:00pm. She then proceeded to tell me they don’t have a reservation and asked me if I had chosen the wrong location. I showed her my confirmation message which showed the party number, time, and location. She said “We don’t have a reservation for you, you’re gonna have to wait in line.” I asked her how long it would take till we got a table and she said I don’t know then walked away; very rude. My friend and I didn’t receive a table till ten minutes later. Service was very slow and a waiter checked on us at least three times. I sadly won’t be going to this Sugar Factory again.
The food , service and atmosphere were great . The noise level was so loud inside , You could not have a conversation or hear your waiter. During birthday celebrations , which is quite often , they play the birthday persons chosen song so loud it is actually is painful and you have cover your ears. We had to move our party outside. The server was very accommodating and saved our evening. I would recommend this place if you can sit outside.
I don't think I'll ever visit this location again. The service was subpar along with the food. I ordered the rainbow sliders that came out looking like regular bunned sliders. No one had the decency to tell me before the came out that they had run out of the rainbow buns. The meal was for my Babygirl. It was my daughter's birthday and for the first half of the evening I was so disappointed that I even brought her there to celebrate. It was not until they sung happy birthday to her that it made the night memorable. The ambiance is great but the service/food was terrible.
They are either overbooking or understaffed. Reservation was at 8. Didn't get seated till 9. Waiter was inattentive. Brought our entrees before our specialty drinks which they are known for and he forgot my soda. French fries came late after my daugh9friends chicken strips came. Food was good but portions were small for the price we were charged. Had to wait for along time for the check even though they came to clean up the table. Too bad cause it is a great idea and would've been our go to spot to celebrate.
My second time here! My husband had never been to the sugar factory and it was a very disappointing experience. We Scheduled a reservation and waited 35-40 mins to be seated. $30 drink was just over half way filled and not close to the rim. Only thing that you can tase is the alcohol and I believe the drink was made wrong. The Candy in the drink was hard and not edible. Burger buns were dry and not soft. Why serve burgers on a brioche bun that isn’t even soft? Fries looked like the end pieces that you get from what’s left of a fry bag. My husband and I tried one fry and didn’t touch another from how greasy they were. Asked for no sauce on the burger and guess what sauce appeared on It? Never got a refill on my water. The bill was $70 and we didn’t go all out.
We will definitely never go back. Seems as though the team can tighten up in a lot of areas. What I suggest is improving on reservations and seating, drink quality (can we get some new cups where the logo isn’t faded), and the kitchen crew. Seems like the kitchen was running behind some that ultimately led seating to take a lot longer for guests. A $30 drink that wasn’t the tasty, dry burgers and slow service was a waste....
The music was so loud every time the team celebrated one of their customers I dreaded it. Even the speakers were screaming turn me down some with loud screeches.
Get it together
Had a ball!! Such a great time and amazing customer service definitely going back
Service sucked...food sucked...over priced & over rated.
Made a reservation yet waited for a table wile most were open. Server seemed more concerned with socializing with friends/visitors than us. Ended up leaving after our drinks were ordered and going to the burger joint next door. I left my husband to pay and he waited 30 minutes and asked 4 others to get our server and the bill. Once again the server knew we were annoyed by didn’t seem bothered. Frustrating experience when I was expecting a fun carefree night.
I was disappointed with the Sugar Factory experience. Service was indifferent - we waited 10 minutes for someone to visit our table (the restaurant was maybe 20% full), and I had to get up and find the server to get our check. The food was OK, as it's hard to go wrong with sweets, but honestly the fondue might as well have been chocolate syrup.
The biggest issue was the noise - whenever there was a party celebration, they cranked up the sound system so loud that it was *very* uncomfortable, for about 45 seconds. This happened about every 20 minutes - must be more often when the restaurant is nearly crowded. We had to jam our fingers in our ears to get through it.
I did appreciate that they played One Headlight by the Wallflowers during our visit (at normal human volume). This is what earned Sugar Factory their second star in my overall review.
I do think that if one is prepared for what they will encounter, Sugar Factory can be an enjoyable experience. I wasn't prepared, and it wasn't enjoyable.
It’s was good but the server were ghetto asf.
The wait staff was great but when I called ahead to arrange to have balloons for my daughter's 16th bday put on the table, I was met with major attitude. I was providing the balloons, I just wanted them to place the balloons on the table. When my friend delivered the balloons to the restaurant, she too was given attitude over the balloons. The management told her that the balloons were a liability and refused to put them on the table until the entire party arrived. I was just so surprised that they were so rude over a couple of balloons. That being said, the wait staff that took care of us was great and made the meal really fun for my daughter and her friends. The food was average but the desserts were fun.
I had 2 teenagers visiting from NJ and wanted to go there for the first time. It was the 13th birthday and they were so excited but my pockets were very restricted. The service was excellent and the waitress made the experience memorable for them. They definitely have something to tell their friends!
I booked my reservation via Open Table and the earliest available reservation was 9:30pm. However when I got to the Sugar Factory it was almost empty which tells me that I could have received an earlier reservation which would have been prefect since it was a Sunday night. It was not nearly as much fun if more people would have been in the restaurant since we were celebrating my son's 22nd birthday. Many of the servers had already left for the night so we had a limited number to come over for the celebration song. Rather disappointed with that.
Great and fun spot
I try to always make a reservation on the weekends and this was no exception. However, when I arrive the host tried to tell me that my reservation could not be honored because there were 4 other groups who made reservations that had arrived before me. Normally, I would have walked out NEVER to return to that restaurant again, however because I I was with 3 young ladies (14, 9 and 6 years old) who were very excited about eating there and we had tickets for a show at the Kennedy Center and not a lot of time to figure out other food options. I asked for the manager and with an attitude the host said, "FINE". The manager was a lot nicer and only had to ask one question that the host hadn't. Which was "Would you mind sitting outside?" And since we didn't mind we were able to be seated immediately. The waittress Destinee was GREAT and the young ladies really liked her, the drinks and the food.
My first experience wasn’t the best. Service was terrible. The globe bowl was very potent, which makes the drink impossible to consume. I had to send it back. Of course my child enjoyed his tye dye milkshake. I suggest they invest in a bigger building and better serving team. I will try again, but probably in a different city.
My daughter had the best time
we sat for 25 mins & no one ever came to take our order so we left.
We were one of the only tables in the place and service was extremely slow. Over an hour. Server never brought food we ordered even after we asked numerous times. Milkshakes although cool were not good tasting. Would never go back
We had a party of 8 and everyone’s food came out at different times. Two orders came out incorrect and the right order took another 30 minutes which was just a turkey club..however it was good. The staff was having some type of employee celebration with outside food and drinks, which I though should have been after business hours because they were noisy and going in and out of the kitchen.
Hi, My friend was in town I wanted her to experience it. She had a great time. I have food allergies and notified the server of them, he notified chef, however the kitchen staff ignored them. I was unable to eat my food, safely and went next door to honey grow to order safe food, I was very disappointed. Glad my friend enjoyed hers though.
I had high hopes for an awesome experience. I found the restaurant to be grimy, sparkling. It felt dirty. The service was very slow despite only a few tables were full. The experience and quality did not match the steep prices.
It was a lot of parties, a lot of kids and even. Gender reveal but it was a fun time very loud
It took 90 min to get my meal. I had to repeatedly ask for things and still had to wait long time for drinks, appetizer and meal. The manager refused to come out to speak with me. Will never come back.
Very slow service but fun for a birthday!
The special drinks are wonderful however mine was non alcoholic so it should have been cheaper however I had a wonderful time.
The Sugar Factory is overpriced and overrated. The service is slow and the staff would rather socialize and play around than complete their job. The food was horrible.
We celebrated my daughter 5th birthday at the Pentagon City location and my daughter had a blast. Vee was our waitress and did a terrific job for a party of 12.
I made reservation for my nieces Sweet 16, still had to wait an hour and 20 minutes to be seated. And only after I approached the manager several times. After we were seated we waited 25 minutes before I finally asked the manager again for a waiter. We finally got food 2 hours after our reservation. Very disappointing, then the food wasn’t good either.
Great staff!!! Expensive outing :-(. Great desserts. So-so food.
Sugar Factory - Pentagon Mall is a fun experience for all ages! Make sure to try a goblet!
I had a reservation arrived early and was thankful there wasn’t a wait and was seated pretty quick. However, it took a waiter 30 minutes to come to the table after informing the front desk staff twice that no one had come yet. They were out of ketchup so could only offer packets. A dish I order came with guacamole I didn’t get, but just went without because by the time my waiter came back to the table to check on us, the meal was gone. It took a long time for food to come out and I feel this place was EXTREMELY OVERPRICED with POOR service! I know they can do better and hopefully in the future they will.
The service was SO BAD. The table was not set (we didn't get silverware.) Our food was brought out one at a time so that we basically couldn't eat together. Our waiter never returned after taking our order. Our water was never refilled.
The restaurant was very loud with several birthday parties. The service was just horrible.
Its pretty dirty in there. Staff is noisy, its okay to have fun and work but not when it gets in the way of working. My food was cold after waiting 20+ minutes for it. The goblet glass was dirty .....the sugar Factory logo was faded away and the waitress had the nerve to tell me to get my phone ready as if it looked appealing. My waitress was nice but I only saw her when she took my order, gave me my food and the check. Never checked on us. Once we were seated I asked for lemon and she didn’t remember until I was in the middle of eating my food. It was my first time and most likely my last. I was excited to go but now I'm excited to know I’ll never go back. I tried to surprise my girlfriend for her birthday but it was a huge disappointment. Thanks for ruining my day and her birthday. Need some reconstruction.