Sugar Factory - Time Square

Sugar Factory - Time Square reviews from people who’ve dined at this restaurant. Based on recent rating.

Review summary

1. C

   Carrie

   Poconos1 review

   2.0

   Dined 2 days ago

   1. Overall 2
   2. Food 1
   3. Service 3
   4. Ambience 5

   The insane chocolate brownie milkshake was delicious and beautiful. Everything else was disappointing. There was a long hair in my salad, two flies in my son’s water cup, and the rainbow sliders were small, dried out hockey, pucks with barely any cheese and two out of the five did not even have the fried onions. It took me almost 20 minutes to get my glass of water refilled at one point and the restaurant was not busy. Typically I would’ve complained in the moment, but we were celebrating my son and I did not want to disappoint him by bringing attention to the subpar food and service
   

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2. K

   Kevin

   New York City6 reviews

   3.0

   Dined 5 days ago

   1. Overall 3
   2. Food 2
   3. Service 1
   4. Ambience 4

   Hostess took 5 minutes to greet us and then wasn’t apologetic or even nice about it. Service was quick but food was just ok at best. I asked for a medium well burger and it was well done and very dry. Waited 10 minutes for my daughter’s birthday ice cream, which the extra long wait ruined the surprise. 3 stars for our experience is generous.
   

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3. S

   Sandy VIP

   New York City44 reviews

   3.0

   Dined 5 days ago

   1. Overall 3
   2. Food 3
   3. Service 1
   4. Ambience 2

   While the food was good, and drinks and desserts amazing, the service was awful. We waiting a long time for everything that was ordered. We never even got napkins and silverware, without having to ask for it. It is a popular birthday spot and the noise level is very loud. Would not necessarily recommend.
   

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4. S

   Susan VIP

   New Jersey20 reviews

   4.0

   Dined 5 days ago

   1. Overall 4
   2. Food 4
   3. Service 5
   4. Ambience 4

   Took my daughter for breakfast at 10am before a 1pm Broadway show around the corner at the Lyric Theater. It was quiet, service was friendly and quick and the food was good. The upstairs opens at 11 if you have your heart set on sitting up there, but we enjoyed taking pics with no one there. Was happy that we still had extra time to explore Times Square one block away too.
   

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5. J

   Jill

   New York City1 review

   1.0

   Dined 6 days ago

   1. Overall 1
   2. Food 1
   3. Service 1
   4. Ambience 1

   Long wait despite reservation. Appetizer came out dinner. Dinner for five came out in bits and pieces. My chair was broken. No diet soda or soft drinks. Music extremely loud. Long line for bathroom at any given time. Food cold. Gratuity charged for all. Will not be going back.
   

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6. A

   Ann

   Greater Boston8 reviews

   4.0

   Dined 6 days ago

   1. Overall 4
   2. Food 4
   3. Service 5
   4. Ambience 4

   Grabbed lunch before going to the theater. Our server made sure we were out with plenty of time. She also kindly checked with the kitchen about a special request. Food was plentiful and delicious.
   

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7. D

   Dominick

   New York City1 review

   3.0

   Dined 7 days ago

   1. Overall 3
   2. Food 2
   3. Service 5
   4. Ambience 5

   Service and Atmosphere was great everything else mediocre.
   

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8. C

   Christy VIP

   Pittsburgh5 reviews

   1.0

   Dined 7 days ago

   1. Overall 1
   2. Food 1
   3. Service 4
   4. Ambience 1

   The staff is trying the best they can- they seem very short handed. The establishment was filthy- lights out in the halls to the bathroom, buckets of grease in the hall, loose flooring, and the floor was extremely slippery every where.
   

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9. S

   Sean VIP

   New York City34 reviews

   1.0

   Dined on April 27, 2025

   1. Overall 1
   2. Food 3
   3. Service 1
   4. Ambience 4

   Terrible experience! We walked in and waited for about 5 minutes as there was no host/hostess at the stand. Once we did finally checked in we were told to stand to the side, where we waited another 10 mins before finally being seated! Once at the table, we sat there for 15 mins with no acknowledgment from anyone. The person we assumed was our waiter was at the tables all around us but never once said a word to us. We got up and left 5 mins after that!
   

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10. J

    Jasmine

    New York City1 review

    1.0

    Dined on April 27, 2025

    1. Overall 1
    2. Food 1
    3. Service 2
    4. Ambience 2

    I'd skip this restaurant, and head down to the Hard Rock Cafe. Every aspect of our experience was disappointing. We booked a table for my son's birthday, a small party of 6, and the food was not good. The drinks are made out to be this fancy experience, but they were not great tasting, and the cost of the drink was not worth it. My sister and I didn't even get our drink until the middle of the meal, and they were margarita's that I'm pretty sure had no tequila. For dinner the waiter brought out the dinner for all, except mine, then left, when he came back and asked if everything was good, I pointed out that I never received a meal. When I got the waffle, it was not cooked all the way, so it was doughy. I could go on, but I'll run out of space here to say all that was not good. On a positive note, the greeting staff were very nice and accommodating.
    

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