The Factory South Shore

I'm sorry to say our brunch experience here was very disappointing. The staff seemed incredibly unprepared, overwhelmed and not sufficiently supported. The Factory was not very busy during our visit, but the Sheraton hotel was. There was a packed lobby, a dance competition and a conference all adjacent to The Factory. It seemed like we arrived shortly after a huge rush of business. There also appeared to be literally just one woman waiting on everyone and every single table. However, these reasons alone are not enough to justify a poor experience.
Staff attentiveness was just not enough. And I don't just mean our waitress, who I want to recognize (Betina) was trying her very best, but the hostess was incredibly inattentive and unprofessional. There's just no excuse for the flippant way she greeted us and seated us at an undressed table missing three out of the four chairs... She haphazardly retrieved two additional chairs for our party of three but never bothered to get us water glasses and place settings.
The food was good enough, but nothing special. I could have made the same dishes the same way at home. My brioche French toast wasn't prepared as described. It wasn't served with sugared berries and walnuts. I didn't taste orange in the batter that the toast was dredged in. It's unfortunate when there is absolutely no effort made to make a dish stand out or to be special. It's menu description was completely ignored and disregarded.
This may not have been the best time to visit The Factory but if this is what happens when the staff is under pressure I won't be back. There just wasn't enough effort to redeem any mistakes. I'm sure The Factory is just good enough for out of town travelers but it's certainly not worth a visit for the meal for the locals.

Atmosphere: 4

Food: 3

Service: 4

Give 1 star to the environment and view.

The lunch experience was disappointing and ruined what was supposed to be a special Christmas

I ordered a $38 steak and it’s like charcoal.

When I requested a replacement, I expected an improvement. However, the second steak was no better—still bitter. And the entire restaurant seem didn’t care about the it.

If you decide to dine here, I strongly recommend you do not order any of the more expensive dishes and just order some cheap options.

Atmosphere: 5

Food: 2

Service: 4

Complete incompetence. We had a 6:30 reservation, arrived early, and were asked at 6:35 what we wanted! At 7:10 we grabbed two seats at the bar and neither bartender checked on us. By 7:20 we walked out. Not the way to operate a restaurant. Several people continued to wait up front but no one ever came to communicate the wait or fact they were never going to be served.

Atmosphere: 1

Food: 1

Service: 1

Food and atmosphere were amazing. Service was baseline of what you would expect at any restaurant. Nothing more, nothing less.

If you're ok with asking your server for things like utensils and refills and stumping them when you have legitimate preparation inquiries then you won't even realize the service doesn't meet the standards of fine dining.

The place could benefit from a bread basket.

Atmosphere: 5

Food: 5

Service: 2

The food was a disappointment. My wife’s breakfast bowl literally was swimming in grease, sitting in about a half inch of it. We weren’t the only table that sent the food back because it wasn’t good. They need a new cook staff.

One waiter smelled very strongly of smoke, but apart from that the service was good.

Overall not the best experience. I really hope they turn this place around because it does have a cool atmosphere and potentially a lot going for it.

Atmosphere: 5

Food: 2

Service: 3

Very disappointed with this one… great online breakfast menu… arrived early, seated and approached by a very unpleasant server. Upon review of the menu…. Sad to say the least… a FEW breakfast options available mixed with lunch and dinner options. Upon ordering, asked our server if our BLTE sandwich came with a side, she replied no, we then ordered two sides of French fries. Food arrives and to our surprise our BLTE came with a side of fries, we paid 14 extra for fries we didn’t need, nor did we ever receive. Still have not received the coffee we ordered, server never came back to check on us, we had to get up twice and stand by the kitchen with empty cups and ask for refills…at this point it’s been almost 2 hours since being seated, with such disappointment we had to ask someone to get our check, we then waited 30 minutes for our server to pick our card up to pay…she never arrived… we tracked someone down they took care of it… $70.00 for waiting on ourselves taught us a lesson… first time and last time customers.

Atmosphere: 3

Food: 1

Service: 1

Stayed two nights at hotel! The brunch was delicious. Also, Shelby was an amazing bartender & made the best espresso martini ever.

Atmosphere: 5

Service: 5

The waiter and hostess were very nice and attentive and it was calm and relaxing. Good view of the city at night and the cocktails were good.

Atmosphere: 5

Food: 4

Service: 5

I brought my girlfriend here for our anniversary. The atmosphere was great, and the food was also great. But the server was absolutely demeaning to us in every way, and it really ruined our anniversary dinner. It wasn’t a one time thing either. This server, who’s name was Chris, was continually, and seemingly intentionally, rude to me at every opportunity. I absolutely recommend this place, but tell them you don’t want Chris as your server if you want an amazing experience.

Atmosphere: 5

Food: 4

Service: 1

The food was good and service was amazing. The 1st day I have the apple salad with endive. I had chili and Brussels. I wished the breakfast menu was a tad bit less expensive but I understood especially for the price of the rooms. I wish I took pictures

Atmosphere: 5

Food: 4

Service: 5

The bar is inside the Sheraton. The particular night I was there it was quite busy. I sat at the bar and, despite having 3bartenders, the service was quite abysmal. I sat down and was quickly served a drink and given a menu…. 20 minutes later no one had acknowledged me to take my food order. One of the bartenders had time to welcome and talk to a regular at the bar but not take my food order.

I rarely have high expectations for a hotel bar/restaurant and this even failed to meet those. I am local and definitely won’t be stopping by again.

Definitely not suggested as a stop in Station Square…. Particularly if you don’t know any of the bartenders and are hungry.

Atmosphere: 2

Service: 1

I was looking forward to having dinner at this restaurant because of the rave reviews. Unfortunately, I left with an unpleasant experience. I was immediately taken to a table by the host, so no complains there. However, after I sat in my table it just went downhill from there. I watched as other guests were sat down immediately getting drinks served to them. I watched at least 4 servers walk by me without saying a single word. I finally stood up and as I am walking out, a manager approaches and asked if I chose not to order, I simply stated that they had very poor service and left. I know several waiters saw me sitting at my table, but did not acknowledge me or even offer to take me a drink. I watched them chat away next to the bar with other staff, so clearly they weren't busy. The restaurant was not busy either, so that was no excuse. Hopefully they can get it together and teach the staff that customers matter. I will say thanks to the two managers who approached me as I was leaving. You clearly saw my displeasure and hopefully you can teach the staff better service etiquette to avoid this in the future.

Atmosphere: 1

Food: 1

Service: 1

We ate breakfast here several times, primarily because of the convenience. A bit overpriced for what you get but the servers are attentive. Tammy treats her guests like family.

Atmosphere: 4

Food: 3

Service: 4

Ruben was awful. Told the server when I ordered that I wanted the corned beef trimmed lean.

Fattiest corned beef I have ever had in a restaurant. Server never came back to the table until the end of the meal. Told her I was disappointed in the sandwich, to which her response was , "I didn't cook it."
Training issue, both in the kitchen and on the floor.

Atmosphere: 5

Food: 2

Service: 2

Stopped in today for a quick bite, The Factory is inside the Sheraton at Station Square, the open concept is pretty cool along with a dash of industrial and a pretty cool view of the monongahela river. There were only a few customers during my visit, the server was attentive. I chose a draft of Sam Adam's and the cheesesteak spring rolls. The beer was cold and the food tasted and hot....
I'm staying at the hotel for a really days so I'm sure there will be more photos to follow

Wheelchair accessibility: Plenty of room for wheelchair access

Atmosphere: 5

Food: 4

Service: 5

Recommended dishes: Philly Cheesesteak Egg Roll