Sugar Factory - Time Square

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

Review summary

1. S

   Sean VIP

   New York City34 reviews

   1.0

   Dined 3 days ago

   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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2. J

   Jasmine

   New York City1 review

   1.0

   Dined 3 days ago

   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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3. R

   Roxanne

   Adelaide1 review

   4.0

   Dined 4 days ago

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

   We had a wonderful experience! The food was delicious, and the atmosphere was perfect for an 11 year olds birthday!!
   

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4. M

   Marisa

   Greater Boston1 review

   3.0

   Dined 7 days ago

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

   We recently went here for dinner for my daughters birthday I think the hype is gone, not very clean, way too overpriced mostly for kids enjoyment, too many hidden fees a Shirley temple cost 10$, they automatically add 20% tip so get away with very slow and poor service don’t recommend
   

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5. R

   Rebecca

   Philadelphia4 reviews

   2.0

   Dined 7 days ago

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

   Food was mediocre. Came at lunchtime, but couldn’t get lunch until 3. Service was slow and a 20% tip was “mandatory “ for parties over 1. : ( not worth the trouble.
   

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6. A

   Allyson

   New York City1 review

   1.0

   Dined on April 20, 2025

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

   Service was poor, we had a reservation and were not permitted to sit upstairs in the nicer seating area. Someone else walked in and asked to sit upstairs and we told it’s for reservations only. The food was not great and over priced. I ordered a cup of hot tea and they didn’t have any tea. Very strange for a restaurant that serves breakfast and brunch to run out of tea bags at 11:00 am. I would not recommend or ever go back.
   

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7. A

   Alexandra

   Washington DC2 reviews

   1.0

   Dined on April 20, 2025

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

   The food came out cold and the service was lacking. We went for breakfast thinking it would be a less busy time, and it was. However, we didn’t get anywhere near the quality of food or service expected at this price point. Plus, there’s a mandatory 20% gratuity! Maybe we should have tried at lunch or dinner for better prepared items. Would not return or recommend based on the experience.
   

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8. l

   lauren

   New York City1 review

   1.0

   Dined on April 18, 2025

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

   We waited 40 minutes to be seated, and we sat for another 30 minutes before someone brought 3 waters in dirty glasses (note, there were 4 of us). After 10 more minutes of no server, we got up and left. Every waiter was walking around like they didn’t know what was happening, and the people next to us didn’t get half of their food. We walked across the street to Shake Shack and ate.
   

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9. C

   Christina

   New York City16 reviews

   3.0

   Dined on April 17, 2025

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

   Bad service probably because they know the tip is included.
   

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10. k

    kimberlie

    Louisville1 review

    1.0

    Dined on April 17, 2025

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

    Will never go back It was over priced and service was awful
    

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