Sugar Factory - Jacksonville

Review summary

1. R

   Remy

   Jacksonville1 review

   4.0

   Dined 4 days ago

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

   Me and my family had a wonderful time. This was or second vist and it was just a nice as the first.
   

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2. S

   Savannah

   Orlando1 review

   1.0

   Dined 4 days ago

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

   We went for my daughters 3rd birthday and it was such a poor experience! Nothing like Orlando! The milkshake was half the size and after they offered to sing happy birthday they forgot!
   

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3. M

   Manuel

   Washington DC1 review

   4.0

   Dined 5 days ago

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

   Beautiful restaurant and great service. The food is decent but you do overpay for the ambience. Very fun and loud. My only complaint is that the restaurant has deteriorated immensely since opening. Not sure why they don’t keep up with it. It’s pretty expensive so you’d expect it cleaner and kept up.
   

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4. C

   Crissanna

   Orlando1 review

   1.0

   Dined on March 25, 2025

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

   My family and I recently visited Sugar Factory for my daughter’s birthday dinner and unfortunately, my experience was nothing short of frustrating. From the moment I walked into the restaurant the floors were visibly dirty. The candy side had not been replenished to purchase candy for the children. My party was large at least 20 people with half of the being children. The food service was equally disappointing. Despite there being only a few tables occupied, our server Grayson did his very best and was very kind to my party. There was another birthday party present, also another medium sized family. Grayson was the only serve/host in the restaurant on March 25th. With RSVP in advance for a large party for myself I think corporate did a poor job at ensuring the restaurant was probably staffed. Food took an extremely long time to come out and the manager that night was also trying to help move things along. Staffing was certainly an issue. took an unreasonable amount of time to acknowledge us. Several orders came out incorrect and lukewarm at best. Grayson has only been working at this business for a week and should not have with multiple medium to large parties by himself. He gave us great service, was kind, and very attentive as much as possible for one person doing the work of multiple people in the restaurant that night. Sugar Factory has a reputation of creating an experience of great dining, great drinks, and a lively interaction with staff, as music and entertainment happening among the staff throughout a families time there. It was disappointing to be told that because there was no staff there would be none of the lively entertainment on Tuesday night. Overall, I left feeling disappointed and frustrated. With so many great dining options out there, I won’t be returning to Sugar Factory anytime soon. Poor staffing, low-quality food, and an unclean environment made for a really unpleasant experience.
   

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5. W

   Wendy

   Jacksonville1 review

   2.0

   Dined on March 24, 2025

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

   They were out of most of the stuff. It took an hour to get our drinks and then it was so bad, I didn’t drink it. I will never go back. We were almost the only customers. I wouldn’t be surprised if the store doesnt close down soon.
   

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6. A

   Ann

   E. Tennessee1 review

   3.0

   Dined on March 20, 2025

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

   I was excited about taking my daughter here for the experience but this location seemed to be a bust. The prices were expensive for the experience. This location seemed to be on the way out the door. The candy in the gift shop seemed to be depleted and outdated. The souvenirs that were to come with food items were no longer available but same price. The specialty drink glasses didn’t even have the logo showing on them anymore. Just seemed like this location was really struggling and not replenishing anything, it had me concerned on what the kitchen was like, but food was quick and good. Just wasn’t the experience I planned for 2 people at $140.
   

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7. OT

   OpenTable Diner VIP

   Greater Boston2 reviews

   1.0

   Dined on March 20, 2025

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

   This was a terrible experience! I booked the dinner for my nieces 13th birthday, and I was and am very disappointed! The service was horrible, the food had no taste and was drying overcooked, and the prices were extraordinarily elevated for what was delivered. Do not waste your time, do not go! 
   

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8. T

   Tara

   Jacksonville1 review

   3.0

   Dined on March 19, 2025

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

   Since it was Spring Break for schools her in Jax I made an online reservatiop thinking it may be busy. When I arrived there I had to wait to be seated for over 5 minutes and the place was literally empty except for 2 families. No waiter, but I could see the manager office door open along with manager casually speaking with another employee. Manager and employee both saw me (at leasti believe they did because I could see them and they looked over at me an and my daughte) just standing there waiting to be seated and never came to seat us. Waiter appeared from back with food and told us to seat ourselves. Waiter was friendly and kind. The restaurant for the price we pay for food should have been better. Mirrors on walls dirty and streaked. Photo candy wall looks terrible. Sugar factory label peeling off and candy on wall was all scratched up missing paint. I expected it to be in much better condition than what it was. Also consider the restaurant is not very old like a year and a half old. There is definitely a lack of attention to detail. When we look at our pics we took it’s tacky the sugar factory label is all peeling up and candy dots missing paint and all scratched up. Again for the price of the food I would have expected better. When my salad came out the chef had placed mangoes in it instead of mandarin oranges. The waiter took my food back and chef prepared the salad again looks as they the chef removed mangoes and still left some and diced up mandarins and added them. I was not impressed since I have a mild allergy to mangoes. Rather than say anything I just took my salad to go and gave to my husband. Additionally they were completely out of the ducks which also took away for our experience. We were going to order their appetizer slider plate and didn’t due to not having ducks. So again waiter was kind and friendly however rating my overall experience there would be more of a 2.5 or 3 stars out of 5. Would maybe try again if these things were all corrected.
   

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9. D

   Daryelle

   Jacksonville1 review

   1.0

   Dined on March 17, 2025

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

   I had a terrible experience at this restaurant on 3/17. It was my first time visiting so I was very excited. I did peek at the menu before arriving so I already knew what I wanted. I had a Turkey Burger and a Carmel cheesecake milkshake. After eating the burger I was not pleased because it was so dry. I changed my mind about the milkshake because of how unhappy I was about the burger. The milkshake never touched my table or came out of the kitchen before I told the waiter that I did not want it anymore. The manager came out and forced me to take the milkshake by stating that I will be charged anyway so I would have to take it. I didn’t make a fuss about it but I was very shocked about his aggressive behavior. I still tipped the waiter $25 but I will not be returning and I will let everyone I know to never dine here.
   

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10. DW

    DianeW

    Orlando29 reviews

    4.0

    Dined on March 15, 2025

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

    Terrific for special birthdays. Ours was for our daughter’s 4th. She lived all the attention. Be prepared, it’s very loud and carries an echo indoors. Hard to have a conversation at the table. We had a reservation for 8 ppl at 7pm. We arrived early but told there would be a significant wait, disappointing. Pleasant server and other waitstaff, food presentation and special drinks are photo worthy. The birthday desserts took too long so they comped it, Thank You Out bill was over $300 including gratuity.
    

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