Sugar Factory New York - Time Square

Very fun for kids. Food felt like chain restaurant. Drinks are super expensive ($18 for a regular gin and tonic). My 7yo loved his rainbow sliders and huge milkshake. If you are looking for a fun kid experience, this is for you. Otherwise, pass.

They were out of almost everything we tried to order! Center cut sirloin - they didn't have ANY center cut steaks. Hazelnut nut chocolate - out of Nutella. Pink Princess Sliders? Well apparently they just switched to making their own buns so they were regular color/orange at best. Server could have cared less, barely checked back on us at all, just sang every word to every song that was on. Come to find out at the end that's because he automatically receives a 20% tip regardless. We got buffalo wings, meatball sandwich, chicken parm sliders and princess sliders... $137 with tip. Christmas decor was tacky. Ridiculous and overpriced, sub par service, would not recommend or return.

I was disappointed because they say they have a huge candy wall...they dont. They couldnt find my reservation but ultimately sat us down. Our waitress was great...the specialty drink was awesome. Food came really quick...so quick we didnt have a chance to eat our appetizer. Food was good, my sister loved her princess sliders. We were celebrating my birthday. The waitress offered to sing and get ice cream with a candle which was nice BUT I had noticed other tables having birthdays and large staff group would sing and a photographer was taking photos-we didnt get that..in fact the photographer was going around to tables taking pics-every table but mine which I thought was rude...guessing we werent good looking enough

Terrible service. Worst I've ever experienced. My daughter's milkshake was done and sat in the pick up window across from our table for 10 min. Our waitress counted tips in front of it for minutes and left without bring it over. She took our order and came back once. Another waitress helped us three times. I had to get up and chase her down for the bill. Realized why she could care less when the tip was 20% and included in the bill so she got her tip regardless. The seats were peeling, the restaurant needs updating and the food was not great. Despite it being 46 degrees out I was blasted by an air conditioner vent above me the whole meal. I never leave bad reviews but this was awful.

Food and ambiance were great! The service was awful though. Once we sat down at the table, we were ignored for 15 mins before I was forced to flag a server down. My daughter's food came out 5 mins later after everyone else received their food. $32 for mini burgers and they didn't even give her a duck that lit up like all the other tables. The server never stopped by after taking our order so we couldn't get ketchup or drink refills. It may be our last time eating here.....

The management team needs to address this because it was awful service... We got 3 scoops of ice-cream with a lot of whipped cream and no topping for $40. the hostesses (2girls sitting at the door) at the insisted we need a reservation, when pressed she said there are open tables but you need a reservation.. I made an OpenTable reservation . They didn't have the ice cream we wanted so we ordered vanilla.. it took 15 minutes and the sundae came 3 small scoops of with a lot of whip cream to cover it and without any of the toppings on the menu.. Dont go here

Long wait even with a reservation, booked a table for 6 and got a table for 5, had to wait 15 minutes for a high chair even after calling to confirm they had a high chair, child's high chair was dirty and very wobbly, poor service - not attentive (took over 15 minutes to come over after being seated) and a poor attitude, waitress did not want to separate the chicken and waffle on the first request and finally agreed only after asking why they could not split (why give a hard time when it's something the kitchen can easily do?), forgot drinks and never apologized, left a dish in the kitchen and had to ask where it was after the rest of the table was served, overall poor food quality, had to ask another waitress for the check because ours was MIA. They did drop the mandatory included gratuity when requested so at least they recognized at the end it was poor service. Left a reduced cash tip instead of $0 knowing that your restaurant is folks livelihood, however it was an absolutely terrible experience

Book your reservation before you go in the restaurant to get a table quickly. And splurge on drinks and food!

Delayed wait, behind on reservations Wonky chairs Faded menues, had to look online Loud music (seated under speaker) Paper(?) In drink

Terrible. We waited 1.5 hours for our table when we had a reservation confirmed. Really sad. This was my nephew's first time in NYC and we were celebrating his 13th birthday.

Absolutely worst experience I've ever had anywhere. Period. Made reservations and watched everyone else who didn't stroll in and be seated before us. Hostess kept saying “we were next”. After 45 minutes of waiting - we told the Hostess we were leaving. She didn't even give a hoot at all. Don't waste your time or money!

Everything was absolutely amazingly perfect! My friend enjoyed her birthday💗💗

Atmosphere: 5

Food: 5

Service: 5

Loved the vibe here at Sugar Factory, presentation on everything 10/10!

Atmosphere: 5

Food: 5

Service: 5

Ainel was an amazing host she was friendly and addressed all of our needs despite how busy it was the food was also amazingggg

Atmosphere: 5

Food: 5

Service: 5

Sugar Factory in Times Square is pure magic for anyone with a sweet tooth or just looking for a fun, unforgettable treat. From the moment you walk in, you’re surrounded by a colorful, candy-filled wonderland that instantly puts you in a great mood. The staff is upbeat and welcoming, and the entire space has a lively, exciting vibe that’s perfect for both kids and adults.

I tried one of their signature non-alcoholic drinks, and it was amazing—sweet, over-the-top, and served in their famous large goblet with all the eye-catching presentation you’d expect. The strawberry ice cream was equally fantastic: creamy, full of fresh strawberry flavor, and beautifully served. The attached candy shop is also a blast to explore, with a huge variety of sweets and fun gifts you won’t find anywhere else.

Whether you’re visiting New York or a local looking for a special dessert spot, Sugar Factory Times Square is a must. Great treats, friendly service, and a bright, energetic atmosphere make it an experience you’ll want to share with friends and family again and again.

Atmosphere: 5

Food: 5

Service: 5