Genesis the server was fantastic! She made everyone feel special and even with our later reservation....there was no rush
Rebecca
We were the only customers in the whole restaurant for brunch, had to track down our waiter a few times, he was down at the bar in the floor below us with the other staff, food was underwhelming, my cinnamon roll was burnt which stinks cause we were the only meals needs to be made. Disappointing trip unfortunately.
Marco
Not sure if is an all locations problem! But food was so bad so it feels overpriced, only good thing was service everyone there is kind!
Michael
While the food is decent, The Sugar Factory is everything that is terrible about corporate chains. The space looks cool, the food was fine and the service was terrible. We were there for two hours and forty-five minutes and not because we wanted to be. Some of the prices for what they offer are inflated, a person circulates trying to sell you pictures and there is just generally a feel of Times Square tourist trap about the whole place. I guess you can't expect more from Faneuil Hall, but I do. Boston, can't you represent our city with something more homegrown instead of this Kardashian Katastrophe?
Kristina
Drinks and desserts are fun! Was there for a birthday party and would recommend as a place to celebrate!
Kerry
We were excited to stop and celebrate here! When we arrived it was a Sunday late morning for brunch and the restaurant only had one small family in the whole place. The Christmas decorations were so pretty and we got to walk around and take pictures on each floor. My granddaughter loved them. Our server was sweet but he didn't know the menu and really couldn't answer any questions but was nice enough to go ask. We ordered from the Christmas menu which is cute. We ordered the Winter Wonderland pancakes which were enormous! I can't believe anyone could finish them in one sitting. They were the star of the day! We also ordered the Xmas Sliders and Jack Frost sliders. This is where it goes a little down hill. Very small and the chicken sliders came out ice cold. I sent them back and all they did was microwave them until they were so hot and chewy they were inedible. The hamburger sliders were just luke warm too with not much flavor. Now remember at this time there is only one other family in the whole restaurant. Halfway through dinner came the Smores milkshake we ordered. This was yummy and a showstopper to look at. It is a little weird having to scrape off all decoration on the side of the mug to eat. Prices are definitely on the high side but it's Boston and such a treat to try all the cool concoctions and see the decorations that that shouldn't matter. Although the experience was fun we probably won't go back because the food was just ok.
Karen
I've been to other Sugar Factory locations and it was always a cool experience. Yesterday I felt like I walked into a Friendly's fast food chain. Tons of dirty tables. Our server did her best to keep everyone happy. But the food was awful. The Pink concoction my niece ordered was missing all the pizazz listed in the ingredients. She didn't even want to order dessert because her sliders tasted like “cafeteria” food she said. It's a beautiful place just not worth the expense.
Lisa
Great experience for my daughter‘s birthday celebration with her best friends! Great service, great food, and great drinks! The wait staff was amazing. Great photo ops in this restaurant! Can't wait to go again!
Deborah
I think they need to rethink their seating arrangements. Everyone seated close together no one downstairs. Took a bit of time to be waited on once seated.
this was an amazing experience i can’t wait to come back
Atmosphere: 5
Food: 5
Service: 5
jotah brazao
It was my first time visiting the restaurant and I really liked the place. The Hamburger I had was delicious, and I had a great experience, all thanks to the excellent service provided by Leticia Leonel.
Atmosphere: 5
Food: 5
Service: 5
Jamesa
This restaurant is only good if you're looking for photo opportunities. Otherwise it is extremely overrated and overpriced. The Food was subpar and that's me being nice 😭We left here and went to get food that was actually good from the French Quarter instead. Food was extremely mediocre, sliders were not even real ground beef more like some kind of frozen patty. I can go on but for the cost to be so much I would at least expect a higher quality of food. Needless to say me and my family will not be back.
Tracey
I've been to the Sugar Factory in NYC and expected the same vibrant atmosphere, but the Faneuil Hall location was disappointing. The staff were aloof and disengaged, and although our server was friendly, he seemed overwhelmed and was rarely present. We waited 45 minutes after our reservation time for food, even though the restaurant wasn't busy. Alcohol menus were handed to everyone, including the kids in our party ages 2 to 12, which felt careless since it was mid-afternoon on a Monday. The restaurant was resoundingly unkept...tables and floors had food crumbs and trash (napkins, discarded Halloween themed garnishments) scattered around, and the bathrooms were filthy (wet paper towels on the floor). I would have left if the kids had not been adamant about staying. When the food finally arrived, it was lukewarm. The calamari was overcooked, and inedible due to the amount of grease that was never strained from the food when it left the fryer (the napkin it sat on in the basket was drenched with oil), though the burgers, onion rings, and mac & cheese bites were decent. We hoped to at least end the meal with a fun dessert, but when I ordered the Dubai chocolate bar it never arrived and the waiter said he sent his colleague out to tell me they had run out of it...unfortunately, like the majority of the staff that colleague was also MIA and never came to pass along the news. The server did not bother to suggest alternatives or make up for his mistake. At that point I threw in the towel and paid the bill. Overall, this visit fell far short of the Sugar Factory experience I've enjoyed elsewhere. Management needs to seriously address staffing, cleanliness, and service. I am not a tourist, I live locally, but I get the feeling the staff deals with a lot of tourism and is not concerned about making the experience good for potential regulars which is a real shame. Hands down this visit was subpar and anti-climactic.
LISI
We had a 730 reservation and waited over an hour to be sat. We were told the party in our table was still sitting which we understood but this was only after we inquired about the wait time 2 times. Finally a guest in my party asked to just be sat outside. The host seemed irritated when asked but did accommodate us outside. Communication is key- we should of been given the option to wait or be sat elsewhere, that would of made the frustration less by giving us options v. Waiting for us to try and figure it out for you. Jason was a wonderful waiter, very sweet and on point! He made our experience much better and our birthday girl was happy in the end!
Genesis the server was fantastic! She made everyone feel special and even with our later reservation....there was no rush
We were the only customers in the whole restaurant for brunch, had to track down our waiter a few times, he was down at the bar in the floor below us with the other staff, food was underwhelming, my cinnamon roll was burnt which stinks cause we were the only meals needs to be made. Disappointing trip unfortunately.
Not sure if is an all locations problem! But food was so bad so it feels overpriced, only good thing was service everyone there is kind!
While the food is decent, The Sugar Factory is everything that is terrible about corporate chains. The space looks cool, the food was fine and the service was terrible. We were there for two hours and forty-five minutes and not because we wanted to be. Some of the prices for what they offer are inflated, a person circulates trying to sell you pictures and there is just generally a feel of Times Square tourist trap about the whole place. I guess you can't expect more from Faneuil Hall, but I do. Boston, can't you represent our city with something more homegrown instead of this Kardashian Katastrophe?
Drinks and desserts are fun! Was there for a birthday party and would recommend as a place to celebrate!
We were excited to stop and celebrate here! When we arrived it was a Sunday late morning for brunch and the restaurant only had one small family in the whole place. The Christmas decorations were so pretty and we got to walk around and take pictures on each floor. My granddaughter loved them. Our server was sweet but he didn't know the menu and really couldn't answer any questions but was nice enough to go ask. We ordered from the Christmas menu which is cute. We ordered the Winter Wonderland pancakes which were enormous! I can't believe anyone could finish them in one sitting. They were the star of the day! We also ordered the Xmas Sliders and Jack Frost sliders. This is where it goes a little down hill. Very small and the chicken sliders came out ice cold. I sent them back and all they did was microwave them until they were so hot and chewy they were inedible. The hamburger sliders were just luke warm too with not much flavor. Now remember at this time there is only one other family in the whole restaurant. Halfway through dinner came the Smores milkshake we ordered. This was yummy and a showstopper to look at. It is a little weird having to scrape off all decoration on the side of the mug to eat. Prices are definitely on the high side but it's Boston and such a treat to try all the cool concoctions and see the decorations that that shouldn't matter. Although the experience was fun we probably won't go back because the food was just ok.
I've been to other Sugar Factory locations and it was always a cool experience. Yesterday I felt like I walked into a Friendly's fast food chain. Tons of dirty tables. Our server did her best to keep everyone happy. But the food was awful. The Pink concoction my niece ordered was missing all the pizazz listed in the ingredients. She didn't even want to order dessert because her sliders tasted like “cafeteria” food she said. It's a beautiful place just not worth the expense.
Great experience for my daughter‘s birthday celebration with her best friends! Great service, great food, and great drinks! The wait staff was amazing. Great photo ops in this restaurant! Can't wait to go again!
I think they need to rethink their seating arrangements. Everyone seated close together no one downstairs. Took a bit of time to be waited on once seated.
leticia was great… fast service!
Atmosphere: 4
Food: 4
Service: 5
Restaurantji Recommends
this was an amazing experience i can’t wait to come back
Atmosphere: 5
Food: 5
Service: 5
It was my first time visiting the restaurant and I really liked the place. The Hamburger I had was delicious, and I had a great experience, all thanks to the excellent service provided by Leticia Leonel.
Atmosphere: 5
Food: 5
Service: 5
This restaurant is only good if you're looking for photo opportunities. Otherwise it is extremely overrated and overpriced. The Food was subpar and that's me being nice 😭We left here and went to get food that was actually good from the French Quarter instead. Food was extremely mediocre, sliders were not even real ground beef more like some kind of frozen patty. I can go on but for the cost to be so much I would at least expect a higher quality of food. Needless to say me and my family will not be back.
I've been to the Sugar Factory in NYC and expected the same vibrant atmosphere, but the Faneuil Hall location was disappointing. The staff were aloof and disengaged, and although our server was friendly, he seemed overwhelmed and was rarely present. We waited 45 minutes after our reservation time for food, even though the restaurant wasn't busy. Alcohol menus were handed to everyone, including the kids in our party ages 2 to 12, which felt careless since it was mid-afternoon on a Monday. The restaurant was resoundingly unkept...tables and floors had food crumbs and trash (napkins, discarded Halloween themed garnishments) scattered around, and the bathrooms were filthy (wet paper towels on the floor). I would have left if the kids had not been adamant about staying. When the food finally arrived, it was lukewarm. The calamari was overcooked, and inedible due to the amount of grease that was never strained from the food when it left the fryer (the napkin it sat on in the basket was drenched with oil), though the burgers, onion rings, and mac & cheese bites were decent. We hoped to at least end the meal with a fun dessert, but when I ordered the Dubai chocolate bar it never arrived and the waiter said he sent his colleague out to tell me they had run out of it...unfortunately, like the majority of the staff that colleague was also MIA and never came to pass along the news. The server did not bother to suggest alternatives or make up for his mistake. At that point I threw in the towel and paid the bill. Overall, this visit fell far short of the Sugar Factory experience I've enjoyed elsewhere. Management needs to seriously address staffing, cleanliness, and service. I am not a tourist, I live locally, but I get the feeling the staff deals with a lot of tourism and is not concerned about making the experience good for potential regulars which is a real shame. Hands down this visit was subpar and anti-climactic.
We had a 730 reservation and waited over an hour to be sat. We were told the party in our table was still sitting which we understood but this was only after we inquired about the wait time 2 times. Finally a guest in my party asked to just be sat outside. The host seemed irritated when asked but did accommodate us outside. Communication is key- we should of been given the option to wait or be sat elsewhere, that would of made the frustration less by giving us options v. Waiting for us to try and figure it out for you. Jason was a wonderful waiter, very sweet and on point! He made our experience much better and our birthday girl was happy in the end!
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