Went for my daughter's birthday, server Bryan was really friendly and gave great recommendations. Food was fair and not worth the price. Prices were outrageous and westgate adds a “restaurant fee” to the bill 3.5%. I find this to be ridiculous.
JW
When we arrived, it took the server 10 minutes to greet us. We finally got our drinks and food, which took over 30 minutes. To be honest, the quality of the food wasn’t that good for the price. The sugar factory is overhyped; most people just come in for Instagram pics! The floors were dirty; napkins and plates weren’t that clean. I definitely won’t be coming back; it's not worth the money at all.
Israel Aguilar
Sugar factory treated our family with the most disgusting disrespect. We had reservations for our party weeks in advance. After walking in circles from table to table they told us they couldn’t serve us anymore. When we confronted the manger about it she wasn’t any help. This was almost a terrible ending to what was supposed to be a great birthday party. Thankfully bar Louie across the way was able to happily serve and our family. Go there!
Josh D
It's ok, the aesthetic appeal of the place is really what attracts people. The food is a 3 out of 5, I almost wanted to give it a 2 out of 5 but I will be nice. I think they offer way too many food options. They should size their menu down and maybe focus on making their most popular dishes a little better.Oh! It also doesn't help that I found a hair in my wife's loaded cheeseburger fries and then another hair sitting on the side of the cup the shakes come on! That means hair came from two different places in the restaurant. One from the kitchen and the other from their dessert side. I honestly won't go back to the Sugar Factory.
DavidB
Host was kinda cold and unfriendly, inside was one room with no separation or privacy between groups or parties. Building felt run down and un cared for. Waited nearly 20min for water and the food wasn't really that good. For what you get everything is overpriced and poor quality.
We had multiple reservations and the server offered to combine all reservations and move us all into a private room. We all relocated and then they didn't have servers to cover us. From that point we just sat in this room without service. The room became very hot and no one came back to check on us. We asked for a manager and she came with attitude and told us it was our fault because we made multiple reservations which did not make sense because we never asked to be combined and moved out of the main room. They moved us and didn't have coverage.
S.R. Powell
Enjoyed a yummy late lunch at The Sugar Factory. The shrimp Alfredo penne is especially delicious! The vibe is all love ?
Butterscotch O
It was a great experience! Great service, great food! Fun for the whole family or any other gathering!?
MaryB
It took over 10 minutes to have a waiter come to our table. We could only have one menu, as they were short menus. The pasta was dry. Definitely needed more sauce. Soft drinks were never refilled. Burger was overcooked and dry. Very disappointing, especially given the fact that the food is overpriced.
Celia
First time at this restaurant and was very disappointed. $19 Martini had no alcohol in it and stale sprinkles on it. Food was terrible. Ended up not eating it. We were a table of 8 people and everyone was disappointed. Very expensive for the mediocre food and service you will receive.
It was okay, the server was super nice the food was okay... I don't agree with the prices of the food it was not out of this world.... It was okay though. You honestly go for the experience to say that you went. I was a little disappointed to learn that you pay $39+tax for a non-alcoholic drink and you don't get to keep the goblet.... It's more of a one and done place.
Bigg Dogg
This place is definitely for the younger crowd. We went for our mother's birthday but we will not be going back. Our server was the best part of the experience she did a pretty good job at taking care of our 6 person group. My wife got the wing sampler (12 wings for $27 ?). I got the cheesy smokey bacon burger ($26). The wings were, what do the kids say? "Mid", not worth $27 IMHO. The burger would have probably been ok but I had no idea when they said cheesy that it would be drowning in fake Velveeta sauce. Their drinks are very sugary and heavy handed. Not very pleasant to enjoy. All in all this is a place with photo ops but not great on food. Oh yeah 2 things, the place looks dollar store bougie (cheap plastic cups to drink from) and there is a swing from the ceiling that looks janky enough to drop if a small child would get on. This was my experience. You can try it and make up your own mind. For the prices they charge, I would expect a better meal and experience. EDIT they were out of Fries, onion rings and asparagus. WHAT?
Tia Loehnert
It is tough to leave a negative review for this place but unfortunately our experience yesterday (an early Sunday afternoon) was not good. There were a number of issues with the service. We waited over 10 minutes to be greeted by a server, and once she had taken our order, it took another 10 minutes to get the Pepsi I had ordered (a fountain drink). Our food arrived, but there were no fries with the sandwich. By the time it was eaten (she didn’t serve it nor come back for awhile), our server finally came back and when we let her know the sandwich came with no fries, she said the kitchen had run out of fries and onion rings. That is understandable except the runner never explained that and the server hadn’t come back soon enough for it to make sense to order a different side. Our food had already been eaten. She got the manager for us and we re-explained the situation as well as let him know the table next to us had never been bussed the entire time we had been there, which was kind of gross. As people left, no one was bussing the tables. The manager was kind but clearly overwhelmed. We don’t fault him, and he took some of the cost off our bill, but the GM and kitchen manager are clearly not handling this location well. I almost would suggest closing and reopening under better management. The wait staff were messing around the whole time we were there rather than tending to or bussing tables, the drinks and food took incredible amounts of time to arrive, they ran out of food, and unfortunately the front of house manager was left to pick up the pieces. He even had to buss the table next to us himself. I don’t know what is going on but the place is poorly run for such high prices. Because other locations are known to be good, we will probably try it again but hopefully upper management sees this review and understands how bad the situation is at this point. The only saving grace was that the food wasn’t bad in terms of how it tasted. Everything else was terrible (sad to say).
Charmaine Ross
Emily was very patient, helpful & sweet the entire time!!! Truly love the customer service she provides!
Jason Loehnert
First time there and probably the last. Service was extremely slow, it took over 15 min before the waitress came to our table. Ordered a soda and meal at the same time another 15 minutes went by before the soda arrived.The table next to us was dirty, it had not been bussed the entire time we were there. We basically had a view of leftover garbage our entire meal.When my food did arrive it was missing the side. I had eaten 3/4 of my entree before the waitress ever returned. When pressed about my side she said they were out of fries and onion rings, instead of telling me that upfront they just brought me nothing.She did offer another side as a replacement, but at that point I had already been there an hour and a half due to the slow service, and really wasn’t in the mood to wait longer for something to be prepared.The manager did end up comping my portion of the meal, but the overall service was atrocious.The food I did have was good, but is not worth a trade off of slow/poor service.
Went for my daughter's birthday, server Bryan was really friendly and gave great recommendations. Food was fair and not worth the price. Prices were outrageous and westgate adds a “restaurant fee” to the bill 3.5%. I find this to be ridiculous.
When we arrived, it took the server 10 minutes to greet us. We finally got our drinks and food, which took over 30 minutes. To be honest, the quality of the food wasn’t that good for the price. The sugar factory is overhyped; most people just come in for Instagram pics! The floors were dirty; napkins and plates weren’t that clean. I definitely won’t be coming back; it's not worth the money at all.
Sugar factory treated our family with the most disgusting disrespect. We had reservations for our party weeks in advance. After walking in circles from table to table they told us they couldn’t serve us anymore. When we confronted the manger about it she wasn’t any help. This was almost a terrible ending to what was supposed to be a great birthday party. Thankfully bar Louie across the way was able to happily serve and our family. Go there!
It's ok, the aesthetic appeal of the place is really what attracts people. The food is a 3 out of 5, I almost wanted to give it a 2 out of 5 but I will be nice. I think they offer way too many food options. They should size their menu down and maybe focus on making their most popular dishes a little better.Oh! It also doesn't help that I found a hair in my wife's loaded cheeseburger fries and then another hair sitting on the side of the cup the shakes come on! That means hair came from two different places in the restaurant. One from the kitchen and the other from their dessert side. I honestly won't go back to the Sugar Factory.
Host was kinda cold and unfriendly, inside was one room with no separation or privacy between groups or parties. Building felt run down and un cared for. Waited nearly 20min for water and the food wasn't really that good. For what you get everything is overpriced and poor quality.
We had multiple reservations and the server offered to combine all reservations and move us all into a private room. We all relocated and then they didn't have servers to cover us. From that point we just sat in this room without service. The room became very hot and no one came back to check on us. We asked for a manager and she came with attitude and told us it was our fault because we made multiple reservations which did not make sense because we never asked to be combined and moved out of the main room. They moved us and didn't have coverage.
Enjoyed a yummy late lunch at The Sugar Factory. The shrimp Alfredo penne is especially delicious! The vibe is all love ?
It was a great experience! Great service, great food! Fun for the whole family or any other gathering!?
It took over 10 minutes to have a waiter come to our table. We could only have one menu, as they were short menus. The pasta was dry. Definitely needed more sauce. Soft drinks were never refilled. Burger was overcooked and dry. Very disappointing, especially given the fact that the food is overpriced.
First time at this restaurant and was very disappointed. $19 Martini had no alcohol in it and stale sprinkles on it. Food was terrible. Ended up not eating it. We were a table of 8 people and everyone was disappointed. Very expensive for the mediocre food and service you will receive.
Restaurantji Recommends
It was okay, the server was super nice the food was okay... I don't agree with the prices of the food it was not out of this world.... It was okay though. You honestly go for the experience to say that you went. I was a little disappointed to learn that you pay $39+tax for a non-alcoholic drink and you don't get to keep the goblet.... It's more of a one and done place.
This place is definitely for the younger crowd. We went for our mother's birthday but we will not be going back. Our server was the best part of the experience she did a pretty good job at taking care of our 6 person group. My wife got the wing sampler (12 wings for $27 ?). I got the cheesy smokey bacon burger ($26). The wings were, what do the kids say? "Mid", not worth $27 IMHO. The burger would have probably been ok but I had no idea when they said cheesy that it would be drowning in fake Velveeta sauce. Their drinks are very sugary and heavy handed. Not very pleasant to enjoy. All in all this is a place with photo ops but not great on food. Oh yeah 2 things, the place looks dollar store bougie (cheap plastic cups to drink from) and there is a swing from the ceiling that looks janky enough to drop if a small child would get on. This was my experience. You can try it and make up your own mind. For the prices they charge, I would expect a better meal and experience. EDIT they were out of Fries, onion rings and asparagus. WHAT?
It is tough to leave a negative review for this place but unfortunately our experience yesterday (an early Sunday afternoon) was not good. There were a number of issues with the service. We waited over 10 minutes to be greeted by a server, and once she had taken our order, it took another 10 minutes to get the Pepsi I had ordered (a fountain drink). Our food arrived, but there were no fries with the sandwich. By the time it was eaten (she didn’t serve it nor come back for awhile), our server finally came back and when we let her know the sandwich came with no fries, she said the kitchen had run out of fries and onion rings. That is understandable except the runner never explained that and the server hadn’t come back soon enough for it to make sense to order a different side. Our food had already been eaten. She got the manager for us and we re-explained the situation as well as let him know the table next to us had never been bussed the entire time we had been there, which was kind of gross. As people left, no one was bussing the tables. The manager was kind but clearly overwhelmed. We don’t fault him, and he took some of the cost off our bill, but the GM and kitchen manager are clearly not handling this location well. I almost would suggest closing and reopening under better management. The wait staff were messing around the whole time we were there rather than tending to or bussing tables, the drinks and food took incredible amounts of time to arrive, they ran out of food, and unfortunately the front of house manager was left to pick up the pieces. He even had to buss the table next to us himself. I don’t know what is going on but the place is poorly run for such high prices. Because other locations are known to be good, we will probably try it again but hopefully upper management sees this review and understands how bad the situation is at this point. The only saving grace was that the food wasn’t bad in terms of how it tasted. Everything else was terrible (sad to say).
Emily was very patient, helpful & sweet the entire time!!! Truly love the customer service she provides!
First time there and probably the last. Service was extremely slow, it took over 15 min before the waitress came to our table. Ordered a soda and meal at the same time another 15 minutes went by before the soda arrived.The table next to us was dirty, it had not been bussed the entire time we were there. We basically had a view of leftover garbage our entire meal.When my food did arrive it was missing the side. I had eaten 3/4 of my entree before the waitress ever returned. When pressed about my side she said they were out of fries and onion rings, instead of telling me that upfront they just brought me nothing.She did offer another side as a replacement, but at that point I had already been there an hour and a half due to the slow service, and really wasn’t in the mood to wait longer for something to be prepared.The manager did end up comping my portion of the meal, but the overall service was atrocious.The food I did have was good, but is not worth a trade off of slow/poor service.