Sugar Factory - Detroit

Review summary

1. A

   Alexis

   Detroit

   1 review

   2.0

   1 review

   Dined today

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

   Terrible customer service. Empty place still serviced us as if the place was jammed pack.
   

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2. L

   Lisa

   VIP

   Detroit

   23 reviews

   2.0

   23 reviews

   Dined 1 day ago

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

   It was filthy and the food was gross. Not at all worth the visit. I won’t be back. The location in Chicago is so much better and even NY Times Square is decent by comparison. Don’t bother.
   

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3. J

   Justin

   Detroit

   2 reviews

   1.0

   2 reviews

   Dined 2 days ago

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

   Save yourself the headache and just go elsewhere. The amount you'll pay for food that is mediocre at best is disheartening to say the least. The side of mac and cheese my kid ate was essentially twenty pieces of melted American cheese singles mixed with a few noodles. Service was slow even though we were one of maybe five tables during our dining experience. The bathrooms are not kept up, disgusting, and stall doors/locks do not function properly. The kicker was when we tried to use a gift card (which was purchased from the restaurant, was valid, and was not expired) and were told THEY DO NOT ACCEPT GIFT CARDS. The manager was utterly useless just kept repeating "We do not accept gift cards". My 10 yr old has better managerial and people skills than this dolt.
   

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4. O

   Olivia

   Houston

   2 reviews

   1.0

   2 reviews

   Dined 3 days ago

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

   Out of a lot of items. Food was cold. Service was decent but great.
   

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5. R

   Ronda

   VIP

   Detroit

   4 reviews

   1.0

   4 reviews

   Dined 4 days ago

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

   HORRIBLE SERVICE. Food was cold and cooked wrong. Waited over 30 minutes for a waiter.
   

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6. L

   Louis

   Detroit

   1 review

   2.0

   1 review

   Dined 4 days ago

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

   Long waits for food and drinks. After we put in our order, we never saw our waitress again. Had a 45-minute wait to get our bill. Food was incorrect and was a whole ordeal to get it corrected. Staff all get pulled to sing and dance for parties. But if a lot of parties are happening lead to others not getting to talk to their wait staff.
   

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7. A

   Amanda

   San Francisco

   6 reviews

   1.0

   6 reviews

   Dined 4 days ago

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

   This is the most unfortunate Sugar Factory we have ever been to. No one at our table enjoyed their food except for the burger. That was great. It was not at all busy and still the staff was extremely slow and all seemed very bothered by having to hussle or actually work. It was wild to watch every server and the bartender move slower than I have ever seen an entire staff move. There was no sense of urgency for anything what so ever. We sat at our table for 20 min with no one making eye contact, finally had to get up and get someone TWICE. And! We have to get our own drinks at the bar 3 times and also the bar tender discouraged us from ordering special drinks because they take too long to make. That is the literal WHOLE POINT of the Sugar Factories business. The bartender couldn’t even make a basic expresso martini in less that 20min , so I imagine she was right. And we ended up sending the martini back because it was awful. EEveryone at our table has been to several Sugar Factory locations many times before, however this Detroit location is not consistent with the brand and not up to par with the local businesses in the area downtown Detroit. What a let down. Management needs to hire and/or retrain employees. Or some staff needs to be let go. Lazy and bothered, are an understatement- motivation, ambition, and friendliness were absent. Oh- Every single glass was blatantly dirty and not wiped down, lipstick marks, etc. I can go on about more, but I think this makes the point.
   

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8. J

   Justine

   Detroit

   1 review

   5.0

   1 review

   Dined 4 days ago

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

   Food was really good, staff was very pleasant. Pricey but it was worth the experience either way. Next time I may just go for the drinks since I can’t afford both. :P
   

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9. J

   Julie

   Detroit

   1 review

   1.0

   1 review

   Dined 7 days ago

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

   The service was terrible. We were not given silverware or napkins. When we asked it took at least 10 minutes and we were brought plastic ware. One of meals came out 15 minutes after the rest. Then we ordered dessert for our daughter and it never came. Not to mention everything was over priced, like really overpriced. With the prices and the baked in gratuity and the awful service this was a terrible experience! There are way better options in the area!! Would never go there again!!!
   

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10. I

    Irina

    Toronto

    1 review

    2.0

    1 review

    Dined on December 8, 2024

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

    The place is very nice looking and the menu options sound very unique. We had a very unpleasant experience however due to poor service and customer service. I attended with my mom and my two kids. We had an open table reservation but they were about a half hour behind. Once seated, we then proceeded to wait well over 10 minutes before anyone came to take our order. An hour later, our food had still not arrived, yet the people around us all seemed to be getting their food. We did not order anything extraordinary, 2 burgers and a pasta. When we inquired about it we were just told it’s coming. I think the server forgot to ring our order in, or rang it in very late. My kids were very hungry and crying, and our experience was about two horrible hours. We did not get an apology or anything. Would not recommend unless you’re ready to wait forever. I did not even attempt to order desert because god knows how long that would have taken after. Very unfortunate, but I will never be back. The food was just meh also, but the price tag was high.
    

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