Sugar Factory - Time Square

Review summary

1. C

   Carolyn

   Norfolk/Suffolk

   4 reviews

   1.0

   4 reviews

   Dined today

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

   Receptionist on door kept us waiting 20 mins over our booked time not very helpful we were sat next to a Karen who kept complaining caused a ruckus and then left without paying upset my granddaughter food was pretty poor Coca Cola was flat no fizz waitress was pleasant enough but didn’t enjoy wouldn’t come back chicken was tough not edible
   

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2. M

   Meg

   New York City

   7 reviews

   vip
   4.0

   7 reviews

   Dined 2 days ago

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

   We had a nice time for our 17 year old’s birthday, but the service was slow.
   

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3. OT

   OpenTable Diner

   Mobile

   1 review

   1.0

   1 review

   Dined 5 days ago

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

   We just went for dessert after a Broadway show. The staff acted somewhat annoyed we were there late (and not for the bar). After booking a table for 10:15, the open table app tried to get us to come earlier (as the upstairs was closing)…..the milkshakes were not cold and the overall experience was not great (as this is a chain and you should know what to expect)…..they should not advertise it is open until midnight)
   

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4. A

   Amy

   New York City

   2 reviews

   vip
   2.0

   2 reviews

   Dined 7 days ago

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

   What a disappointment. My girls had so been looking forward to this. The restaurant was nearly empty and we had very slow service and the food was overpriced and and tepid. The desserts, while very impressive visually, tasted sweet, but not like the flavors they were supposed to represent.
   

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5. D

   Debbie

   West Palm Beach

   1 review

   vip
   1.0

   1 review

   Dined on November 24, 2024

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

   Exceptionally bad service. Slow service. Asked for silverware with initial order. Brought one persons food but no silverware. Took 5 min to get silverware as food got cold. Second person’s food arrived 15 min later. Will Not Go Back!
   

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6. N

   Nancy

   New York City

   2 reviews

   2.0

   2 reviews

   Dined on November 24, 2024

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

   We waited thirty minutes for someone to come over and acknowledge us after we were seated by the hostess. The waiter came over and blatantly said “you aren’t in my section but I guess I’ll wait on you because I don’t know where your server is.” We gave him our entire order, but his hand held device to take orders was broken so needless to say our order came out wrong. My fiancé finally got his specialty latte after reminding the waiter three times and it came out cold. I asked for cream for my tea and it was brought out in a dirty cup. I asked for sugar and got sweet and low. Our eggs and home fries were cold, the pancakes were hard around the edges, and we never got our toast. It took us over an hour and a half for a simple meal. On top of that, they charge you 20% gratuity built into your check regardless of your party size. It absolutely was NOT worth the money and I wouldn’t go back there if you paid me.
   

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7. J

   Julia

   New York City

   1 review

   1.0

   1 review

   Dined on November 24, 2024

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

   We went after seeing a Broadway show, so this was an 11pm reservation. For no reason that I can understand, we were seated in a dark, cramped corner of the restaurant. The dessert menu has like 10 options, but only two were available. It was hard to get the waiter’s attention sometimes. Overall, disappointing.
   

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8. D

   Donna

   New York City

   1 review

   vip
   1.0

   1 review

   Dined on November 23, 2024

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

   Service was absolutely horrible. Ordered drinks one person did not receive until after 4 times asking for it and halfway through entire meal. Every time we ordered something never came till we had to ask again while tables larger and smaller around us received it all. Even tables who were seated after us. Could not even pay bill and leave that took over 1/2 hour. And place is filthy dirty. Chair material worn and stained. Overall really bad experience. I have been several times to other locations in NYand enjoyed but Times Swuare will never go to again. And I live in NY.
   

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9. D

   Diana

   New York City

   1 review

   5.0

   1 review

   Dined on November 23, 2024

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

   They made my daughter fifth birthday a dream come true from her non-alcoholic lollipop drink to the staff singing Gracie’s corner birthday song with a tug boat of ice cream. We had a blast!
   

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10. B

    Babli

    New York City

    3 reviews

    1.0

    3 reviews

    Dined on November 21, 2024

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

    Never going back there again. Ordered two appetizers after 20 mins of waiting, food was horrible, thought of ordering a drink, waited another 15 mins to order and 15 mins to get the drink, decided to have the main course somewhere else. Waited 20 mins to get the check They are highly understaffed, food was worse than McDonald food and service was terrible.
    

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