The restaurant AC was broken and it was super hot. The quality of the food was okay, but the heat made it uncomfortable. The prices are super high.
Diane
Happy hour was great. The Mac and cheese balls were the best I've ever had! Highly recommend. The little sliders were so good too! 2 for 1 margs were delicious.
Dayna
Was really looking forward to this experience; however, overall the service, and food was just okay. The wall was filthy next to us at seating, the booth seating upholstery's was torn and ripped not just where we were seated but on the chair backsides throughout restaurant. Service was very slow and the food quality was just ok. Ordered chicken and waffles and was informed it would take at least 20 minutes for the chicken to cook but the tenders would be a quicker option. Barely any chicken in them. Mostly skin, flour and grease. Great photo ops with ambiance, but way too much food portions. A+ for presentation. Won't be returning.
Leslie
Honestly the food is good. The service was very good. The only issue is what was on the final bill with items varying in price from the menu. On top of that, the bill had a 20% gratuity added but then at the bottom had suggested tip based on the TOTAL of the bill INCLUDING tip. So I found it very deceptive and that was incredibly bothersome. No fault of the staff. This is a Sugar Factory corporate issue. Also, Sugar Factory used to be more of a fun vibe. This felt almost run down with poor ventilation. I feel badly for the staff. They were all great and doing their best.
Ava
We had an ok experience we have been dining at sugar factory for years. But today was not it our waitress had an attitude and was very dry and rude. When we went to check out she didn't tell us that there is a 20% service charge so we almost tipped on top of it. And because she doesn't have to work for tips she wasn't nice at all. Also the menu prices are wrong from what they charged we got overcharged and didn't notice till after. I don't know if I will be returning to this location again. I would if they hire over people.
Heather
It has really gone downhill in service and food. We used to love going there. However on this last trip, which was a special occasion, we went for an early dinner and the place was nearly empty and it took forever to get service, our orders were wrong, the burgers were undercooked and the server never came to check on us. We had to ask for the manager 3 times. We were so disappointed and won't be going back., at least not to the Vegas location.
Lavinia
We like the new location of sugar factory. I think the last time we went in Las Vegas it was located in the Paris hotel, which seemed a lot smaller. We enjoyed our sliders and fries at 10% Off, plus the buy one get one free drinks for happy hour. The only thing that I did not care for was that our seating area seem to be a little warm, we were on the top floor, couldn't feel the air conditioner. And after coming out of 103° we expected it to be a lot cooler inside, however on the other side of the restaurant and down to the second and first floor was a lot cooler. Overall a very good experience. We will visit again.
Jessica
What a dump! Service was so slow. And with an automatic 20% service charged added to all bills there is no incentive to be any better. Place is ran down, dirty, needs a remodel. AC was not working when we got there. We had 715 reservations, table not ready. Service so slow we missed fireworks, which was ok. Food prices are right in line for the strip the drink charges are exorbitant. Cool drinks and an experience. Bucket list for my daughter checked but will definitely never go back to this location.
Angie
I'm giving a 5 stars because the manager did us right for all the “wrongs.” Excellent guest satisfaction. I'm not going to write what was “bad” because the manager really took care of us. Being a kind customer and not going off really helps a situation to get rectified. Will be back because service was great and the manager cared. Just an fyi, the 20% service charge is split amongst staff. We were sure to hook our server up with his own gratuity.
Reggie
Just terrible service. Took 20 minutes to get a waitress after being seated. Took another 15 minutes to get water & to order. We were sat on the upper floor and it was extremely hot. Took 45 minutes after eating to get a skillet cookie that we ended up canceling since it still wasn't ready. The waitress indicated that they had to cook it from scratch (lol). The over priced milkshakes were watery & 3rd whipped cream. Overall horrible experience.
Awful. We sat for 30 minutes before being served. Food was over priced and service was awful. The music was so loud, we almost left multiple times. They also did auto gratuity for a table of 3.
Courtney Broderick
Cocolini’s gelato was delicious. We tried chocolate/banana and pistachio/caramel. 100% would come again!
Jolynn
Very outdated, bathrooms were dirty and broken. No air conditioning. Services was not great for the extra 20 percent you are charged.
Savannah
Went to Sugar Factory for Father's Day. They were out of multiple items we attempted to order. Both of my items did not come out correctly. Service was slow even though they weren't busy.... An automatic 20% tip is applied to orders so clearly staff doesn't not have to go above and beyond to make tips and it shows.
Chad Whitaker
They won’t offer samples which is a complete disgrace to a family of 5 looking to spend an overpriced amount for over iced gelato. Go somewhere else who will look forward to doing business with you.
The restaurant AC was broken and it was super hot. The quality of the food was okay, but the heat made it uncomfortable. The prices are super high.
Happy hour was great. The Mac and cheese balls were the best I've ever had! Highly recommend. The little sliders were so good too! 2 for 1 margs were delicious.
Was really looking forward to this experience; however, overall the service, and food was just okay. The wall was filthy next to us at seating, the booth seating upholstery's was torn and ripped not just where we were seated but on the chair backsides throughout restaurant. Service was very slow and the food quality was just ok. Ordered chicken and waffles and was informed it would take at least 20 minutes for the chicken to cook but the tenders would be a quicker option. Barely any chicken in them. Mostly skin, flour and grease. Great photo ops with ambiance, but way too much food portions. A+ for presentation. Won't be returning.
Honestly the food is good. The service was very good. The only issue is what was on the final bill with items varying in price from the menu. On top of that, the bill had a 20% gratuity added but then at the bottom had suggested tip based on the TOTAL of the bill INCLUDING tip. So I found it very deceptive and that was incredibly bothersome. No fault of the staff. This is a Sugar Factory corporate issue. Also, Sugar Factory used to be more of a fun vibe. This felt almost run down with poor ventilation. I feel badly for the staff. They were all great and doing their best.
We had an ok experience we have been dining at sugar factory for years. But today was not it our waitress had an attitude and was very dry and rude. When we went to check out she didn't tell us that there is a 20% service charge so we almost tipped on top of it. And because she doesn't have to work for tips she wasn't nice at all. Also the menu prices are wrong from what they charged we got overcharged and didn't notice till after. I don't know if I will be returning to this location again. I would if they hire over people.
It has really gone downhill in service and food. We used to love going there. However on this last trip, which was a special occasion, we went for an early dinner and the place was nearly empty and it took forever to get service, our orders were wrong, the burgers were undercooked and the server never came to check on us. We had to ask for the manager 3 times. We were so disappointed and won't be going back., at least not to the Vegas location.
We like the new location of sugar factory. I think the last time we went in Las Vegas it was located in the Paris hotel, which seemed a lot smaller. We enjoyed our sliders and fries at 10% Off, plus the buy one get one free drinks for happy hour. The only thing that I did not care for was that our seating area seem to be a little warm, we were on the top floor, couldn't feel the air conditioner. And after coming out of 103° we expected it to be a lot cooler inside, however on the other side of the restaurant and down to the second and first floor was a lot cooler. Overall a very good experience. We will visit again.
What a dump! Service was so slow. And with an automatic 20% service charged added to all bills there is no incentive to be any better. Place is ran down, dirty, needs a remodel. AC was not working when we got there. We had 715 reservations, table not ready. Service so slow we missed fireworks, which was ok. Food prices are right in line for the strip the drink charges are exorbitant. Cool drinks and an experience. Bucket list for my daughter checked but will definitely never go back to this location.
I'm giving a 5 stars because the manager did us right for all the “wrongs.” Excellent guest satisfaction. I'm not going to write what was “bad” because the manager really took care of us. Being a kind customer and not going off really helps a situation to get rectified. Will be back because service was great and the manager cared. Just an fyi, the 20% service charge is split amongst staff. We were sure to hook our server up with his own gratuity.
Just terrible service. Took 20 minutes to get a waitress after being seated. Took another 15 minutes to get water & to order. We were sat on the upper floor and it was extremely hot. Took 45 minutes after eating to get a skillet cookie that we ended up canceling since it still wasn't ready. The waitress indicated that they had to cook it from scratch (lol). The over priced milkshakes were watery & 3rd whipped cream. Overall horrible experience.
Restaurantji Recommends
Awful. We sat for 30 minutes before being served. Food was over priced and service was awful. The music was so loud, we almost left multiple times. They also did auto gratuity for a table of 3.
Cocolini’s gelato was delicious. We tried chocolate/banana and pistachio/caramel. 100% would come again!
Very outdated, bathrooms were dirty and broken. No air conditioning. Services was not great for the extra 20 percent you are charged.
Went to Sugar Factory for Father's Day. They were out of multiple items we attempted to order. Both of my items did not come out correctly. Service was slow even though they weren't busy.... An automatic 20% tip is applied to orders so clearly staff doesn't not have to go above and beyond to make tips and it shows.
They won’t offer samples which is a complete disgrace to a family of 5 looking to spend an overpriced amount for over iced gelato. Go somewhere else who will look forward to doing business with you.
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