Sugar Factory - Foxwoods

At the beginning of January, after celebrating New Year's Eve at Sugar Factory Foxwoods, my daughter absolutely fell in love with the restaurant. Because of that experience, I booked her 6th birthday dinner weeks in advance through OpenTable and specifically requested to sit in a particular section. I also called ahead to confirm this request, and it was acknowledged and agreed upon at that time. We arrived about 15 minutes early, fully understanding how restaurants operate. Diego greeted us immediately and was nothing short of exceptional—kind, patient, and reassuring. He let us know our table would be ready shortly, and his professionalism set a wonderful tone. Unfortunately, that tone changed when a manager named Kristin informed us we could not be seated in the section we had confirmed because it was reserved for a “VIP table” that had supposedly booked far in advance. This was disappointing, but I remained calm and understanding, especially given my 20 years in the hospitality industry. After being displaced and speaking further with Diego and Syarah—both of whom went above and beyond to make my daughter's birthday special—it became clear that the situation was mishandled. I later learned that the table in question was not a VIP reservation, but rather a higher-party-count decision made by the restaurant. This directly contradicted what we were told and what had been previously confirmed. When I attempted to calmly address this with Kristin, her response was deeply troubling. Instead of taking accountability, she immediately deflected blame onto her staff, spoke negatively about them, and made comments about holding them “accountable” and even “firing them.” As someone who has spent decades in this industry, I found that behavior disturbing and unprofessional. Leadership means protecting your team, not throwing them under the bus. More importantly, this interaction happened in front of six children, including my daughter on her birthday. It set a terrible examp

To whom it may concern I am writing to share feedback regarding a recent visit to your restaurant, which was booked to celebrate my daughter's 11th birthday—specifically because it was the place she had been asking to go. Unfortunately, the experience did not meet expectations. Although the restaurant was not busy at the time, it took quite a while for our server to greet the table. I also felt that follow-up was lacking, as I had to locate the server myself whenever assistance was needed rather than her checking in on us. In addition, the quality of the food was disappointing. The salad tasted as though it had just been chopped and placed on the plate without proper preparation. The potatoes were undercooked, and as a result, the children only ate their fries and wings. Our total bill exceeded $250, yet the overall experience felt more comparable to fast food than a full-service dining experience—especially given that this was meant to be a special birthday celebration. I wanted to bring this to your attention, as I believe it's important for management to be aware of how these issues impact guests, particularly during special occasions.

Everything was so expensive and just ok. Way better quality food, drinks and value elsewhere in the casino.

First and last time ever goin to sugar factory. Life in general is expensive but the food for what it was was insanely expensive. With the candy shop connected you'd think a kids menu could be available but there isn't. Most of the guests there were from great wolf lodge as were we so with such a family attraction now at the casino having a kids menu is needed. With that we were there almost two hours because everything just took so long. Getting the check was the fastest part of the service while still enjoying the desert which was the only good part about the food. I wouldn't recommend anyone to go other than desert.

Breakfast food scrambled eggs, hash browns, etc. was all very dry and not that hot. Toast was especially cold. My husband asked for home fries and I asked for hash browns and the put them on opposite plates. Coffee was wayyy too strong. We have dined here often and will likely stick to the regular menu at dinner time. On a positive note our server Cassidy was excellent!

The overall cost is far to expensive given the quality of food. My wife got a sausage egg and cheese and it waa served on a hamburger roll with scrambled eggs and ONE sausage link cut in half. The rainbow pancakes my son got were dropped in the kitchen so we had to wait for a second order and they came out dry and with a weird flavor. We also got the foot long mozzarella stick which first bite was great, then everything turned into glue. $17 mimosas the size of a child's cup, $300 for breakfast... horrible experience horrible price and will never return.

Dinner was just okay. Honestly, the pasta and burgers could be better--Chili's or Olive Garden might offer a more satisfying option. I wasn't a fan of being served from a "kitchen pan," which felt a bit unrefined for a $38 dish. On the bright side, the milkshakes were the best thing on the table--definitely a highlight! The ambience was lovely, and the overall vibe of the restaurant was enjoyable. Unfortunately, the service left something to be desired. Our server was a bit slow, with drinks arriving nearly 30 minutes after ordering. She didn't suggest specials or try any upselling, which felt like a missed opportunity. The check presentation was also disappointing--the presenter was ripped, and our to-go boxes and bag were placed on the table next to us rather than handed directly. Overall, while the setting, vibe, and milkshakes were great, the food and service fell short of expectations.

Cassidy was very helpful and really made our anniversary that much better. We will definitely be going back

Atmosphere: 5

Food: 5

Service: 5

TLDR: this restaurant overcharges for inferior food and depends solely on its whacky Instagram decor.

Visited with my family and was disappointed in every meal. The two things they got right were onion rings and the fresh hot pretzel. The staff wasn’t too friendly. The food was cold and bland. We would have always wanted to try it because it looked fun, and now we can say we tried it. We won’t do it again.

Atmosphere: 3

Food: 2

Service: 3

We went last minute for lunch after shopping on a Saturday and were seated right away. We had a server named Cassidy who was very attentive. Food was good. The kids loved the holiday decorations.

Atmosphere: 5

Food: 4

Service: 5

First time going to Sugar Factory and it was great! Cassidy was friendly and polite. Got the pink cloud hot chocolate and it was absolutely delicious!
Thank you so much, Cassidy!

Food: 5

Cassidy was great! :)
Food and drinks were fun!

Food: 4

This was always a five star place for me. This used to be our date night spot every week. Had to give it three stars because they took the ribs off the menu and a little overpriced for what you get. If the ribs came back we would be back to going every week.

Food: 5

Very great service. Came in at 5 with a party of 11, and the server Dar handled the whole thing beautifully. Not one meal wrong, and she was very on top of taking plates and filling water. Great stuff, I would come again

Atmosphere: 5

Food: 4

Service: 5

Dar! She was amazing and so cute !!!

Atmosphere: 5

Food: 5

Service: 5