Waited over 2 hours to get our food. Lady standing at the front letting people in was extremely rude. Definitely a one time experience we won’t be back.
Atmosphere: 2
Food: 3
Service: 1
Troy White
Was trying to book a party package to celebrate my nephew’s birthday here. I filled out the form online almost two weeks prior and no one has yet to respond back to me in regards of booking this event. What’s the purpose of having potential patrons filled anything out if you’re not going to reach out. Thankfully I found another establishment near that offered more for my party of 15
Rachel
Took my daughter to the Sugar Factory for a mommy/daughter night, and let’s just say… it was memorable, but maybe not for the reasons I hoped.
First red flag: I tried calling ahead because we were running late for our reservation, only to discover the phone number was disconnected. No new number, just radio silence. Not a great start when you’re driving an hour and hoping the place still exists.
We finally get to the Hard Rock, walk inside, and boom! Instant cigarette fog. I immediately remembered that casinos still allow smoking, and my lungs instantly filed a complaint.
Then we get to the ID checkpoint, where security decides my emailed reservation confirmation isn’t good enough. They wanted a “seating confirmation,” whatever that means, and even suggested I leave my 9-year-old behind while I walked to the restaurant. Absolutely not. That felt like a liability, a lawsuit, and a Dateline episode waiting to happen. After proving the phone number didn’t work (cue awkward glances), they finally let us through.
We arrive triumphant! But only to wait over 30 minutes even though we had a reservation. Thankfully, the staff was kind and did their best, but at this point my daughter and I were on our second chapter of “The Hunger Games: Hard Rock Edition.”
Inside, the Sugar Factory is cute, colorful, and exactly what you’d expect… except for the nonstop loop of old Kardashian promos from 2014. It felt like being trapped inside a time capsule sponsored by reality TV. Also, the Christmas music was so loud I’m pretty sure it rearranged my internal organs. Conversation? Not happening. Charades was our main communication method.
Now, the food. My daughter’s sliders were so dry they could’ve doubled as hockey pucks. The buns were auditioning for the role of “sponge” in a school science experiment. My steak tasted like it had been pan-fried, then microwaved, then maybe run over by a forklift for texture. The cartilage left on it was… a surprise guest star. The fries, though? Delightful. I clung to them emotionally.
Dessert: we got the holiday French toast with churros, and I will admit—this was the hero of the night. Delicious, festive, and the only thing saving this review from 1 star.
Overall takeaway: If you don’t mind smelling like you’ve been chain-smoking behind a casino, shouting at your dinner date to be heard over Mariah Carey at 120 decibels, or waiting forever for food that tastes like it’s seen better days… then hey, you might love it! The desserts do look fun, and that French toast was legit good.
But honestly? There are so many local dessert places that would knock the sparkles off anything the Sugar Factory served—no reservation drama, no lung damage, no Kardashians duck faced on loop posing with desserts they hardly touched.
We won’t be back, but my daughter loved the dessert, so the night wasn’t a total loss.
Atmosphere: 2
Food: 1
Service: 2
Jennifer Burgett
Adam was fantastic
Atmosphere: 5
Food: 5
Service: 5
Cody Bloom
(Biloxi Hard Rock location). The service was horrible! The bartender was horrible. The manager was even worse. Sat at the bar and the bartender gave i and my wife a drink menu. The drinks we were looking at were $40 each. We were looking forward having a few drinks each. Yes they are expensive, but we are on vacation and willing to pay. After getting the menu, the bartender ignored us. There was only 2 other people at the bar. I tried to get his attention, but he wouldn't budge. Finally after 20 minutes, my wife walks out of Sugar Factory. I ask to speak with the manager and she was even worse. The bartender said he'd never met or seen me. Yeah, right. He must be drinking behind the bar. The manager sided with him and that makes you wonder what's going on. I left, but this is the only option I have to point the finger at horrible customer service. The manager had a chance and obligation to address this positively, but she failed herself and the company. Looking at reviews across Yelp, Google, etc, this place is a dumpster fire, train wreck and hot mess. DON'T PATRONIZE THIS PLACE! IT'S HORRIBLE AND THE MANAGEMENT IS A COMPLETE FAILURE!
Service: 1
stacey Driggers
This is the worst Sugar Factory I have been to. We went for dinner they were out of most menu items. We left and came back to have drinks at the bar. There was only one Martini glass. Well actually there were two glasses however, one was dirty and had to go through the dishwasher. So by the time one of us had a drink the other glass was just coming out of the dishwasher. The bartender stated they ran out of glasses but had more on order. So for a 18.99 Martini you could only have one drink at a time. It is ridiculous. I just think this location needs to do better. The stqff was flusterated, they were nice but you can tell they were struggling to keep their opinions to their selves.
Atmosphere: 5
Food: 1
Service: 3
Cindy V Camardelle
Desserts are AWESOME. Salmon was over cooked, steak for steak fries was tasty, BUT very tough and lots of grissile.
Atmosphere: 4
Food: 2
Service: 5
Taffy Bass
The atmosphere was great.
Atmosphere: 5
Food: 1
Service: 1
Natoya
The restaurant was half full with plenty of staff, however the food was cold. Our milkshakes came out 15 minutes after the food arrived. The waitress disappeared into the kitchen and peeked at us from the door while laughing with cooking staff. Overall the price and quality of the food did not meet my expectations which was really sad because we were looking forward to dining at the sugar factory.
Dewanna
Terrible service, food and added a 20% gratuity. And the candy store closed that we were going to bring the grand baby. Very overpriced for what you get. I would not recommend to anyone.
Awful service. Has really gone down hill in the years. Inattentive, slow, and really rude especially for a slow Sunday night.
Atmosphere: 1
Food: 3
Service: 1
Chase Box
The servers were very accommodating and friendly! The place is decorated nicely. The food took forever despite only being one of two tables. Apps came out ice cold in the middle. They did apologize and replace them but unfortunately, even hot, the flavors are sub par.. the steak frites taste like mystery meat. The angus was super overcooked. The flavor just isn’t there in the dishes. The drinks are well crafted and exciting. I know that’s where the existing stars are coming from and I get it. It’s an experience from the drinks and energy of the servers alone. We loved them and they made the best of what they had to offer but I just wish the food was better and service was faster.. I would love to return otherwise.
Atmosphere: 5
Food: 2
Service: 4
Jessi
Our server was totally fine, as far as personable and stuff... but, we had a reservation at 11:45. We came in and sat for 15 minutes before we saw a single employee and ordered our food at the same time we ordered our drinks. There were 4 total tables when we walked in. It took an hour and 15 Minutes to get our food. There were two servers for the whole restaurant and no bartender. There were 3 cooks in the kitchen and we saw one table get food other than us in that time frame. We had tickets to Disney on ice and were not able to finish our meals before we just had to leave to make the show. It was absolutely ridiculous.
Ashley Brown
My daughter is 4 she had an amazing time, laughs dancing and the staff was exceptional we had the pleasure of working with Ms.Tee and she recommended and provided over the top service
Atmosphere: 5
Food: 5
Service: 5
Kimberly McCann
This was an amazing visit. The food was good, service was great by Kaylee was awesome. She made my daughter's 21st birthday ine she will never forget.
Waited over 2 hours to get our food. Lady standing at the front letting people in was extremely rude. Definitely a one time experience we won’t be back.
Atmosphere: 2
Food: 3
Service: 1
Was trying to book a party package to celebrate my nephew’s birthday here. I filled out the form online almost two weeks prior and no one has yet to respond back to me in regards of booking this event. What’s the purpose of having potential patrons filled anything out if you’re not going to reach out. Thankfully I found another establishment near that offered more for my party of 15
Took my daughter to the Sugar Factory for a mommy/daughter night, and let’s just say… it was memorable, but maybe not for the reasons I hoped.
First red flag: I tried calling ahead because we were running late for our reservation, only to discover the phone number was disconnected. No new number, just radio silence. Not a great start when you’re driving an hour and hoping the place still exists.
We finally get to the Hard Rock, walk inside, and boom! Instant cigarette fog. I immediately remembered that casinos still allow smoking, and my lungs instantly filed a complaint.
Then we get to the ID checkpoint, where security decides my emailed reservation confirmation isn’t good enough. They wanted a “seating confirmation,” whatever that means, and even suggested I leave my 9-year-old behind while I walked to the restaurant. Absolutely not. That felt like a liability, a lawsuit, and a Dateline episode waiting to happen. After proving the phone number didn’t work (cue awkward glances), they finally let us through.
We arrive triumphant! But only to wait over 30 minutes even though we had a reservation. Thankfully, the staff was kind and did their best, but at this point my daughter and I were on our second chapter of “The Hunger Games: Hard Rock Edition.”
Inside, the Sugar Factory is cute, colorful, and exactly what you’d expect… except for the nonstop loop of old Kardashian promos from 2014. It felt like being trapped inside a time capsule sponsored by reality TV. Also, the Christmas music was so loud I’m pretty sure it rearranged my internal organs. Conversation? Not happening. Charades was our main communication method.
Now, the food.
My daughter’s sliders were so dry they could’ve doubled as hockey pucks. The buns were auditioning for the role of “sponge” in a school science experiment. My steak tasted like it had been pan-fried, then microwaved, then maybe run over by a forklift for texture. The cartilage left on it was… a surprise guest star. The fries, though? Delightful. I clung to them emotionally.
Dessert: we got the holiday French toast with churros, and I will admit—this was the hero of the night. Delicious, festive, and the only thing saving this review from 1 star.
Overall takeaway:
If you don’t mind smelling like you’ve been chain-smoking behind a casino, shouting at your dinner date to be heard over Mariah Carey at 120 decibels, or waiting forever for food that tastes like it’s seen better days… then hey, you might love it! The desserts do look fun, and that French toast was legit good.
But honestly? There are so many local dessert places that would knock the sparkles off anything the Sugar Factory served—no reservation drama, no lung damage, no Kardashians duck faced on loop posing with desserts they hardly touched.
We won’t be back, but my daughter loved the dessert, so the night wasn’t a total loss.
Atmosphere: 2
Food: 1
Service: 2
Adam was fantastic
Atmosphere: 5
Food: 5
Service: 5
(Biloxi Hard Rock location). The service was horrible! The bartender was horrible. The manager was even worse. Sat at the bar and the bartender gave i and my wife a drink menu. The drinks we were looking at were $40 each. We were looking forward having a few drinks each. Yes they are expensive, but we are on vacation and willing to pay. After getting the menu, the bartender ignored us. There was only 2 other people at the bar. I tried to get his attention, but he wouldn't budge. Finally after 20 minutes, my wife walks out of Sugar Factory. I ask to speak with the manager and she was even worse. The bartender said he'd never met or seen me. Yeah, right. He must be drinking behind the bar. The manager sided with him and that makes you wonder what's going on. I left, but this is the only option I have to point the finger at horrible customer service. The manager had a chance and obligation to address this positively, but she failed herself and the company. Looking at reviews across Yelp, Google, etc, this place is a dumpster fire, train wreck and hot mess. DON'T PATRONIZE THIS PLACE! IT'S HORRIBLE AND THE MANAGEMENT IS A COMPLETE FAILURE!
Service: 1
This is the worst Sugar Factory I have been to. We went for dinner they were out of most menu items.
We left and came back to have drinks at the bar. There was only one Martini glass. Well actually there were two glasses however, one was dirty and had to go through the dishwasher. So by the time one of us had a drink the other glass was just coming out of the dishwasher. The bartender stated they ran out of glasses but had more on order. So for a 18.99 Martini you could only have one drink at a time. It is ridiculous. I just think this location needs to do better. The stqff was flusterated, they were nice but you can tell they were struggling to keep their opinions to their selves.
Atmosphere: 5
Food: 1
Service: 3
Desserts are AWESOME. Salmon was over cooked, steak for steak fries was tasty, BUT very tough and lots of grissile.
Atmosphere: 4
Food: 2
Service: 5
The atmosphere was great.
Atmosphere: 5
Food: 1
Service: 1
The restaurant was half full with plenty of staff, however the food was cold. Our milkshakes came out 15 minutes after the food arrived. The waitress disappeared into the kitchen and peeked at us from the door while laughing with cooking staff. Overall the price and quality of the food did not meet my expectations which was really sad because we were looking forward to dining at the sugar factory.
Terrible service, food and added a 20% gratuity. And the candy store closed that we were going to bring the grand baby. Very overpriced for what you get. I would not recommend to anyone.
Restaurantji Recommends
Awful service. Has really gone down hill in the years. Inattentive, slow, and really rude especially for a slow Sunday night.
Atmosphere: 1
Food: 3
Service: 1
The servers were very accommodating and friendly! The place is decorated nicely. The food took forever despite only being one of two tables. Apps came out ice cold in the middle. They did apologize and replace them but unfortunately, even hot, the flavors are sub par.. the steak frites taste like mystery meat. The angus was super overcooked. The flavor just isn’t there in the dishes. The drinks are well crafted and exciting. I know that’s where the existing stars are coming from and I get it. It’s an experience from the drinks and energy of the servers alone. We loved them and they made the best of what they had to offer but I just wish the food was better and service was faster.. I would love to return otherwise.
Atmosphere: 5
Food: 2
Service: 4
Our server was totally fine, as far as personable and stuff... but, we had a reservation at 11:45. We came in and sat for 15 minutes before we saw a single employee and ordered our food at the same time we ordered our drinks. There were 4 total tables when we walked in. It took an hour and 15 Minutes to get our food. There were two servers for the whole restaurant and no bartender. There were 3 cooks in the kitchen and we saw one table get food other than us in that time frame. We had tickets to Disney on ice and were not able to finish our meals before we just had to leave to make the show. It was absolutely ridiculous.
My daughter is 4 she had an amazing time, laughs dancing and the staff was exceptional we had the pleasure of working with Ms.Tee and she recommended and provided over the top service
Atmosphere: 5
Food: 5
Service: 5
This was an amazing visit. The food was good, service was great by Kaylee was awesome. She made my daughter's 21st birthday ine she will never forget.
Atmosphere: 5
Food: 5
Service: 5
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