Sugar Factory New York - Time Square

I had a great experience at Sugar Factory. The food was good, and the service was excellent. The staff was attentive and made sure everything went smoothly. We were there to celebrate my son’s birthday, and they helped make it a special occasion. The atmosphere was fun and lively, and everyone enjoyed the experience. I would definitely recommend it for celebrations and family gatherings.

Atmosphere: 5

Food: 5

Service: 5

The manager had to get involved because my groupon wouldnt load and then a random guy told me I couldn't wait outside the bathroom for my boyfriend to be done. It was rude and embarrassing and he made me feel so bad about myself not to mention we just spent like $200 on our meal not including the groupon!

This was my first time there and it was for my birthday. My server was Rina and she was great and so attentive.

Atmosphere: 5

Food: 5

Service: 5

Loud and sticky is the best way to describe this restaurant. We made reservations before a show and were seated right away. Though there were plenty of tables for 4, they pushed two small tables together for us. The tables were different heights and one wobbled so much that cutting food made our drinks spill.

Our server seemed less than thrilled to be working. He disappeared for awhile after bringing us waters. The music was blaring so loud, I had to yell to order. If you like early 2000s Pitbull and J Lo, you’ll love it here. Our 10 year old ordered one of those giant $25 dollar shakes and enjoyed it, but the rest of the food was “meh.”

We asked our server to refill our waters and he put water in my husband’s beer glass while refilling. The dude was either hungover or really wanting to be somewhere else. Oddly, he typed his order into his phone and then we watched him go over to the POS and re-enter it. He didn’t seem to have a Toast mobile POS like all the other servers.

The women’s restroom was pretty dirty. No paper towels and the door opens inward, so you have to touch the handle with your clean hands.

Railings everywhere were sticky. For a $200 meal (with no option to change the 20% automatic gratuity), we were super unimpressed. There are so many other great restaurants in close proximity. I’d recommend finding somewhere else.

Atmosphere: 1

Food: 2

Service: 2

Amy was a wonderful server!

Atmosphere: 5

Food: 5

Service: 5

Really good environment and great service! Amy was so sweet and very attentive.

It was i and my friends first time here and the service was great. The food was delicious. And the drinks and food came out very quickly. Our waiter Sarai was excellent and friendly.

Atmosphere: 4

Food: 5

Service: 5

Came here for Valentine's Day with my spouse and kids. Even with a reservation, we waited about 20 minutes to be seated. I completely understand it was a busy night, so we were patient. Once seated, there were no menus, utensils, or water at the table. We waited another 15–20 minutes before our server appeared. When she finally came, we ordered our kids' food, milkshakes, and appetizers first and asked her to wait on sending our entrées until after the apps. Instead, our entrées came out first — before drinks or appetizers. We couldn't even find our server. Our margaritas were sitting at the bar ready while she stood chatting and laughing instead of bringing them to the table. We barely saw her the entire meal. No check-ins, no apology until we had to stop another staff member to explain what was happening. I've worked in high-end restaurants like Hell's Kitchen,Ruth Chris and my spouse is a bartender, so we understand how chaotic holidays can be — but this level of service was unacceptable. A manager did apologize and refunded the service fee ($56), which we appreciated, but by then the experience was already ruined. I would not recommend this place for families or large parties. If you're going out with kids, there are much better options. We've had far better experiences at Serendipity 3. Disappointed, especially for a holiday meal.

Ainel was amazing and so were the drinks!!! i’m so used to ordering two drinks, but order one goblet and you are soooo good!!! Best drinks ever and the french toast is to die for!

Atmosphere: 5

Food: 5

Service: 5

Steven helped me and my son out. And was a blessing to have surprised my son with a birthday surprise ice cream deserves a raise

Had a reservation. It was super busy and loud had to wait over 40 min even though I had a reservation and arrive 15 min early. The wait wasn't the worse part. There was no space for all the people waiting. They were not going off of the reservation list and were just seating people as they saw them. They would say “we need a 2 top” and whoever raised their hand got sat. No method to it. I was there at 6:45 for 7 reservation and didn't get sat until almost 7:40, party of 4. A party of 3 who had a 7:30 reservation and came at 7:20 got sat before us (at a 4 top table). Totally unorganized and unfair. Why make a reservation if it's going to mean nothing. There was no system to it. The table we were sat at was three 2 tops put together. When we sat they pulled one table away for another party. That was fine except the tables were so close together that you couldn't get to the back booth side. We had to literally get out of our seats, move all of our tables as far as they would go either direction for the new 2 person party to get into their seats and then all of us move all of our tables back. I get being close but that's ridiculous. Couldn't get out to go bathroom or do anything. There was less than a hands width between the tables. They were busy so food and drinks took a while. Overall it was decent once we got it. But environment was super loud. Server did her best but wasn't the most attentive. This was a special dinner for vday and my daughter's 13th day and it was chaos and not what was expected.

This was one of the worst places I've ever been to. We made a reservation for 7 wasn't seated until 7:30. Once sat down they gave everyone a valentines menu but us, when we asked the server said “I don't know if we can give you one”. When we got the food it was barely warm and had a piece of plastic in it. When we got the bill they charged me for the table next to us. Took 20 minutes just to fix it. Will not come back.

They had us wait an hour after our reservation time. Thankfully there were seats that opened at the bar. We waited for our names to be called to go to our table, yet the hostess never did this. When we brought this to our attention, she got severely agitated. Awful service.

Factory is right. This restaurant had overbooked themselves by about 2-fold on Valentine's day. We were excited to bring our kids to Sugar Factory while visiting NY and, aside from waiting an hour after our confirmed reservation to be seated, the hosting staff was so overwhelmed by the situation, that they were persistently yelling at the awaiting customers, most of whom also had been waiting significant lengths for reserved tables, as though the situation were somehow the customers' fault. We never even made it to the main dining room and instead were seated on the first floor in a cramped, loud and not at all fun nor interesting diner like setting. The music was horrible and loud. The food was bad and slow. We were served meals one at a time so 1/2 our party had their dinners 15 minutes before others and when they did arrive, the presentation looked like middle school cafeteria food and not the $30 plated meals we were paying for. While I understand that some of this is related to the fact that it was Valentines Day, organizing a systematic way to manage overflow is the restaurant's responsibility, not the customers. This is a clear case of corporate greed causing a restaurant to prioritize profiteering over customer satisfaction. They ran the calculus and decided that booking 1200 reservations in one evening was more important than forever losing future customers. Their only point of pride seems to be some affiliation with the Kardashian family and not their food or customer service. I would absolutely never go back again to any Sugar Factory.

Went there 2.13.26. At appox.6pm to 7pm
Took too long for our drinks...ended with canceling them.
I had the salad which was very good. It was me and 3 of my friends.
The manager on duty was pushing us to do a TikTok video. Photographer was there trying to make money and interrupting our meal.
A the manger spoke to someone else telling them to make sure we pay full price.

Very disappointed, will be taking this to corporate. Highly dissatisfied.

Atmosphere: 4

Food: 3

Service: 1