Carson O

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.

+9

The Real Arianna

Firstly, we arrived there late at 12:20am, I didn’t even think they would sit us but they did and we were seated immediately and served almost immediately after. 10/10 experience, our server was Warren and made this late night trip worth it ! We got the Candy Shop drink which is amazing their Sugar Factory Sampler is sooo good. Again server Warren very attentive and made sure my boyfriend and I were satisfied during our meal and experience. The staff were lovely even though we came in later than expected. I will 100% be back and be sure to ask for Warren for quality service!

Brianna Mercedes

For a first time experience, the atmosphere was very calm and enjoyable. The food was very good but the drinks are to die for 🥰🔥. I loved the whole experience and it’s the best way to celebrate your anniversary with your loved one or even a birthday. They also have a photographer there who asks you if you wanna take pictures and the pricing is very reasonable and affordable. I highly recommend going here if you haven’t. also we had a very chocolate cookie milkshake and that was so good. We didn’t get a picture due to us just enjoying our time together and soaking up with memory but their milkshakes are so big and filling

Mark Taylor

With a name like sugar factory, I had to try it. And I’m glad we did. We went Friday night at 10 after we went to hadestown, which was amazing. It wasn’t too crowded. They have an elevator to get a wheelchair to the second floor. There is a fun atmosphere with lots of music and the servers are dancing and bringing out birthday treats with fireworks. It’s a lot of fun. I got the burger and thought it was really good. My daughter got the brick chicken and really liked it. We got a brownie shake and it was delicious. The servers and staff were all very friendly. We had a great time here.

+9

Eliana was a great waitress, her friendly and enthusiastic demeanor was what I needed to make my son birthday amazing. It was a 10 out of 10

The decor in the place is very cute. The serving sizes are large. Milkshakes were done to perfection. I wanted it very thick and i got exactly what i asked for.

Cynthia was great ! Very attentive. This place is awesome! Drinks are very good. Old fashions are on point! The music is amazing!

We went for dinner before seeing a show and had the best experience! The atmosphere was extremely kid-friendly, and the food was delicious. The candy bar was a huge hit of course! From the moment w…

Great time, Great environment. The only thing sweeter than the candy was our host (Sara). If you are in NYC this place is a must visit.

We are in New York celebrating our daughter’s upcoming birthday and came to Sugar Factory for dinner. We highly recommend the restaurant. Alex was our server and she looked after us really well.

Came here for a holiday midday brunch. Ordered burgers, omelettes, waffles, and sliders. Everything hung was pretty decent. The service was good, but it was sooo cold on the downstairs level. Upstairs where the bathrooms are is much warmer. The place was beautifully decorated for the holidays. So festive!! However, the establishment is definitely in need of a modern makeover. Renovate so yall can be restored to your former glory!

samuel lopez

I went to Sugar Factory and the overall experience was good. The atmosphere is pleasant, the place is lively but comfortable, and you can have a great time whether you're with friends or just relaxing. The food was good and the drinks were satisfying. I want to highlight the service provided by our waiter, Samuel. He was very friendly, respectful, and attentive throughout our visit. He was attentive to our table without being intrusive, explained things well, and maintained a professional yet relaxed attitude, which made everything flow smoothly. In short, a positive experience. Good atmosphere, good service, and a place I would definitely return to, especially if I get Samuel as my waiter again.

Yolanda Espinoza

My husband and I had a reservation for 7:30PM on a Friday night. I chose this place because of the TikToks I’ve seen of the restaurant, and when browsing their menu online it looked like a cool place. When we got there the place was PACKED, like literally the waiting area everyone was squished like a can of sardines. The hostess you could tell was trying to keep everyone happy, kudos to her because I know she was under a lot of stress. We were seated around 7:55PM, but only because we picked sitting at the bar vs a table. While we were waiting quite a few of the families with kids were getting annoyed because of the wait, which I definitely get but I feel like there needs to be a better waiting process. Anywho, as for the food, they have a good variety of different items, I personally didn’t order food I was focused on getting a shake. I had the Blue mermaid shake (something like that) and aside from all the fanciness it was just a vanilla shake that was decorated and priced at $26. I also ordered the blue Hawaiian margarita ($20) , which was strong. S/O to the bartender Tommy, he was awesome and very friendly. He was on his A-game, and just watching him constantly get drink orders out was impressive. My husband had the mango margarita which was tasty. Atmosphere was vibrant, music was catchy, and the workers were working their butts off. I do think it’s a little over-hyped but worth the try if you have patience to wait.

Ema Sage

food was phenomenal, service was kinda slow for a slow day but that's alright. the reason why i knocked a star off is because the women's restroom doors DO NOT SHUT OR LOCK!!! you have to hold it closed with your hands. my boyfriend used the men's and he didn't have that problem. really weird.

Mr T

Place is good, service is friendly, moderately priced, but the milkshakes are incredibly overpriced. $25 for a milkshake is insane, in my opinion. If you’re charging for the donuts and cookies and stuff give an option to take those off for a price difference because I can get 3-4 shakes for that price. Food is not bad, just wish they gave your bacon with the waffle without up-charging on it. Overall nice spot just touristy like the stardust diner, so a little more expensive.

+7

It's definitely a novelty experience for kids as many were celebrating their birthday but I personally wouldn't eat here again. The food is mildly disappointing and considering the price point. Its s…

It's definitely a novelty experience for kids as many were celebrating their birthday but I personally wouldn't eat here again. The food is mildly disappointing and considering the price point. I…

It's definitely a novelty experience for kids as many were celebrating their birthday but I personally wouldn't eat here again. The food is mildly disappointing and considering the price point. Its…

Food was delicious! Service was a bit a slow but that is to be expected and ambiance was spectacular! Kids were mesmerized! Wish they did have smaller portions for kids!

First off the positive, great atmosphere. Kids loved the vibe. Waitress was attentive and food was decent. Kids got the giant colorful pancake stack and milkshakes, loved both. \n\nNegatives, the p…

First off the positive, great atmosphere. Kids loved the vibe. Waitress was attentive and food was decent. Kids got the giant colorful pancake stack and milkshakes, loved both. \n\nNegatives, the p…

Nice spot for a breakfast sweet treat! Conveniently located in Times Square, it makes it an easy and ideal location to the start the day from on a NYC adventure day!

If you order hot and cold food at the same time, do not expect it to come out together! Had mine and then the rest of family waited another 20 mins . Still changed me 30 dollars service charge. Foo…

The atmosphere is obviously great! The food was awful. The tomato bisque soup was more like a stew snd could be eaten with a fork. The princess sliders were not pink like the photos just a pink tint and no duck. The Alfredo was one of the worst I have ever tasted-think frozen section at a grocery store. The pretzel was good but the cheese sauce was cold. We would not go back. Service was super slow but ok. The bartender was absolutely amazing and friendly and really the only reason I gave three stars there.

Cherry Wolcoff

We have been to sugar factory in Atlantic City and this time we decided to try this location in New York City for this Holiday season, and this place is decorated nice perfect for Christmas season, it's not as big as the AC one this place is 2 story dining area and the space is not big, we got seated right away as we have advance reservations, the food is ok and the service is quick seems like they are in a hurry the person that brought my sons milkshake drop the mug turn around and left right away without noticing the cake on top of the milkshake fell on the table, the server forgot to give my husband his coke order, thanks God we got Groupon as we save a lot on this pricey place. The place needed some remodeling their bathroom is outdated and needed some maintenance, the service is ok but we feel rushed, it's hard to move around as the table is too closed to each other, if you have younger kids with stroller forget about dining on this place, my kids enjoyed their milkshakes and meal and I did enjoyed taking pictures on the decorations. We probably coming back to check this place out another season and perhaps change my pout or review

+23

Natalie Estelle

I surprised my family and made reservations for a late lunch, early dinner. My family was tired of walking around but our reservation wasn't ready for another 45min. I figured I would try to see if we could be seated earlier. The young lady checked our reservation time and said she could seat us early and do one better, sit us upstairs. I was so glad because I heard upstairs was a whole vibe. We sat and got a chance to review the menu. Ordered our fancy drinks that we shared (because our kids NEVER finish anything!). We then decided to order a few appetizers to share. We ordered Sample Platter, Fries and the Rainbow Sliders. The food wasn't bad. The Sliders came with a super cute light-up rubber duck! The fries were good and I enjoyed them as well as the Mac & Cheese Balls and the buffalo wings. Our waiter also was nice enough to give us an extra rubber duck since we have 2 children. All in all, I enjoyed our time, food and the atmosphere. Since I am older, I like to eat out at odd times with the hope that the restaurant wouldn't be busy. It all worked out! My only gripe is the 20% gratuity no matter what size party... other than that, good to go! I wish we had a smaller meal so we could indulge in a dessert as I heard from other reviews that their desserts were delish! Oh well, maybe next time we will try it in another city!

+5

Atmosphere was fun and the kids liked it. Food was mid (frozen mostly) and drink (margarita) was terrible. Would like if they offered draft beer. \nThe milkshake we ordered for dessert came out b…

atmosphere was fun and the kids liked it. Food was mid (frozen mostly) and drink (margarita) was terrible. Would like if they offered draft beer. \nThe milkshake we ordered for dessert came out bef…

Karina Klein

Such a fun restaurant with delicious food and good drinks. But the service is horrific. We went in at 4 PM so they weren’t busy and we had 3 different people serving us but none of them came around more than once. I would have had another drink and we were planning to have one of their insane shakes but since the waiter never came back we just got the check and left. We sat right by the cash register and it was social hour for the employees. They all kept standing there chatting but not helping their guests. Worst part was when we got the bill there was a mandatory 20% gratuity. No wonder the service was horrible!

Samantha

We were really excited to try Sugar Factory NYC because the atmosphere is definitely fun and the place looks cool, but our experience was disappointing. We had a reservation and the restaurant wasn’t even full, yet it took about 45 minutes before anyone took our drink order. One person in our group never even got to order a drink because our server didn’t come back. The food was honestly awful. The burger came out cold, the chicken fingers were stale and we ordered the sliders plain with nothing on them, but they still came fully loaded. The receipt even showed they weren’t supposed to include those items, and the kids wouldn’t eat them. We also weren’t given the special holiday menu and didn’t even know it existed until we saw the table next to us with it. Overall, it was a $300 bill and the food and service didn’t match the price at all. The concept is cool, but we won’t be back. A

Worst service in all of New York. Skip for literally anything else. Food sucked and somehow the service was even worse.

We took our daughter to the Times Square location for her 5th birthday and it was the worst experience. We drove an hour to get here and paid $60 for parking just to have to leave hungry and drive al…

Worst service in all of New York. Skip for literally anything else. food sucked and somehow the service was even worse.

Worst service in all of New York. Skip for literally anything else. Food sucked and somehow the service was even worse.

It was difficult to get our waitress to wait on us. We would ask for things and she would never bring them. I ordered the pink sliders, and there was no duck provided. We waited forever for someone…

It was difficult to get our waitress to wait on us. We would ask for things and she would never bring them. I ordered the pink sliders, and there was no duck provided. We waited forever for someo…

Put the heat on including the top floor.\nActually answer people's questions when they send an email.\nGet a recipe for a pancake that tastes like a pancake and not just plain flour.\nDon't buy a…

Horrible service. We waited 30 min to get our drink orders. Food came before drinks. ( we only got lemonade) Very cramped space and hard to navigate with parties bigger than 4. waitress gave us t…

Horrible service. We waited 30 min to get our drink orders. Food came before drinks. ( we only got lemonade) Very cramped space and hard to navigate with parties bigger than 4. Waitress gave us the…

Sugar factories are put in touristy areas on purpose. This has got to be the worst one I've been too. It was overcrowded and the amount of people waiting. They need a better system to have people …

Horrible service. We waited 30 min to get our drink orders. Food came before drinks. ( we only got lemonade) Very cramped space and hard to navigate with parties bigger than 4. Waitress gave us the…

Sugar Factory definitely succeeded at being the worst restaurant I've ever been to. Fried food from frozen, $40 juice, absolutely not a drop of seasoning in anything. Then the automatic 20% gratuit…

The milkshakes were outrageously priced, the French toast was just bread and the pancakes were hard. We were all shocked at how bad the food was. The wait staff are nice and decor is fun. Hard pass…

Terrible service. Food was average and a soda was $10. They refused to sing for my daughters birthday even though it was in the reservation notes. DO NOT RECOMMEND

This place could be so much better it had better servers. They are poorly trained. While the place is pretty, it is lacking in everything else from the minute you sit down. Once you finally get a …

We had reservations got seated 45 minutes late. They screwed up every single meal. A drink ordered with lime had a lemon. we literally played guess the drink, no one could identify it. Appetizer neve…

We had reservations got seated 45 minutes late. They screwed up every single meal. A drink ordered with lime had a lemon. we literally played guess the drink, no one could identify it. Appetizer ne…

Service was the worst we experienced in many years visiting NYC. The prices do not come close to the quality of the food. For our dining time it was extremely loud with multiple tables screaming a…

service was the worst we experienced in many years visiting NYC. The prices do not come close to the quality of the food. For our dining time it was extremely loud with multiple tables screaming a…

Service was the worst we experienced in many years visiting NYC. The prices do not come close to the quality of the food. For our dining time it was extremely loud with multiple tables screaming a…

We went for my son’s 8th birthday. I was searching for a fun, kid friendly restaurant. The pictures online looked fun, light and bright. We had a very different experience at the time square locati…

We went for my son’s 8th birthday. I was searching for a fun, kid friendly restaurant. The pictures online looked fun, light and bright. We had a very different experience at the time square locati…

Made reservations for a certain time. Never got seated! Why make reservations if time is not honored. Left after over 45 mins of waiting

Made reservations for a certain time. Never got seated! Why make reservations if time is not honored. Left after over 45 mins of waiting

We went for my 9 years olds birthday. The staff has zero personality, its mandatory 20% gratutity included for parties over 1, so literally dont have to do anything and still get paid and thats wha…

We went for my 9 years olds birthday. The staff has zero personality, its mandatory 20% gratutity included for parties over 1, so literally dont have to do anything and still get paid and thats wha…

This is one of the most overrated places I ever went to. First, the host by the door welcome you with an attitude, and if you dear to ask a question, she gives you one nasty look! Not to mention th…

Went to this restaurant on 7/5/25. Quickly noticed the menu posted online has prices that are lower than are at the menus in the restaurant. I notified the staff and was told the prices just rec…

Didn’t rate at all. Massive long wait to be served and then for our food to be served. The restaurant wasn’t overly busy either. The food was really bland bordering on tasteless. The meal was ex…

I would never recommend dining here. I noted when I made the reservation I that this was a birthday dinner and the hostess wished a happy birthday when we entered. While we were there, 3 other gues…

I believe that the sugar factory is a great chain restaurant but this establishment has made me beyond disappointed. We made a reservation for 7:30, as a large party we showed up early to make sure that we wouldn’t lose our table. With this in mind we showed up @7 we did not get our table till 8. As other reviews stated there wasn’t a waiting room or enough room for us to wait I constantly felt in their way. When we got sat we all received waters but the glasses were dirty, still sugar filled, or had a weird red substance floating inside the water. As pictured below. The waiter was extremely nice and I had asked if he could replace the waters and once again they glasses came back the same. I do not blame our waiter at all but I am just disappointed. Not to be a negative person but the atmosphere was good as long as you enjoy music loud enough to be heard from space. The food wasn’t worth the price especially when it came out cold and wrong. The whole point of the sugar factory is a sweet delight for parties and celebrations. The only thing I’d be celebrating is getting out of this crowded place.

Christina Aiazzone

Sugar factories are put in touristy areas on purpose. This has got to be the worst one I’ve been too. It was overcrowded and the amount of people waiting. They need a better system to have people wait instead of cramming everyone in to the area in front of the bar. Security also instead of being rude and telling you to move closer to people should maybe turn people away as it’s a fire hazard. We made reservations and still had to wait 25 minutes for a table. What’s the point of a reservation? Also seems like even if you make a reservation and they check you in you just get out on the bottom of their very long list. The tables are also very close together making it hard to get in and out of booth tables with others sitting next to you. Our server was nice but clearly very busy. He answered some questions but felt like we were bothering him at some points. Two of the managers came around and seemed friendly. We let them know I was still missing my drink and a couple things were forgotten. She said she’d look into it. Still took a little for these to come. The food was decent, typical of what you would find in a chain restaurant I feel. The one thing I didn’t care for was them not asking how we’d want our burgers cooked. They came out well done. Like I said earlier I know it’s close to time square and a touristy area but they can do better about the amount of people. I’ve been to several other sugar factories that are also in touristy areas but never experienced the mayhem like this one.

Brittany Holland

I’ve been to The Sugar Factory several times. I’ve visited the former NYC locations at the Meatpacking District and the location near W. 72nd Street. I’ve even visited Sugar Factories out of State. Can I just say this by far is one of THE WORST locations I’ve ever visited. I visited this location in late September 2025. When we arrived, we were greeted but the Hostess they were polite and put our cake in the fridge right away as we waited for the remainder of our party to arrive. Several members in our party needed to take the elevator in which staff was gracious enough to assist them. We were seated and waited for or waiter or any staff to come over and at least give us water. After about 20 minutes a staff member came over to inform us that our waiter just arrived and they should be with us shortly. Another 15 minutes passed I requested someone come over and at least serve us water and take our drink order. The person said they would be right back another 10-15 minutes passed by. I don’t blame our waiter Steven as he had just arrived for his shift. I’m disappointed in the staff that were there and even the manager should have been team players and stepped in until Steven was ready to attend to us. Many of the menu items that are posted online and not on the menu they have in the restaurant. Many of the items we ordered our waiter had to come back to tell us it was unavailable. This goes for both food and drinks. It probably took about another hour before we received our food. Being we were such a large party I also feel as though it was unfair for Steven to attend to us and the other patrons in our area. Many of our food was bland no type of flavor which was very disappointing. For such expensive dishes the food should have some type of flavor to it. My mother's salmon was overcooked and dry. Every Sugar Factory I’ve ever been to had candy section and memorabilia but nope not this one. It wasn’t even worth taking a picture of. The restaurant did take off the cake cutting fee and an additional amount from our bill because many of the items were unavailable. The ladies room is upstairs and the men’s room down in the basement. The ladies seemed like a restroom in a public location like a bus stop. The toilet tissue holders were hanging off the walls it was dirty, etc. The restaurant accepts cash and card. This location is accessible via public transportation. This was a horrible experience especially for my daughter’s birthday celebration. This location will never see me return I was very disappointed. I even felt embarrassed as I bragged about the restaurant to my family about the restaurant.

+9

Maria Figuereo

I wanted to like The Sugar Factory so much but after the experience I had it left a bad taste in my mouth and I will never return to this location again. For starters if you want to have a chill dinner to celebrate your birthday or any birthdays I suggest you steer clear of any sugar factory as this place is 9 times out 10 filled with kids running around. The music is extremely loud, the section my family and I were seated wasn’t clean and the reservation system is a joke. I reserved for a party of 9 at 8:15pm. 2 of my guests canceled, when I got there I let the hostess know, no problem. She told me that the place was running behind with their reservations when I asked her how long would it be to be seated she couldn’t tell me. I tried to remain patient as it is Times Square, well we ended up waiting for an entire HOUR. I was ready to throw in the towel and go somewhere else to eat, until I saw a party of 10 people get seated before mine. When I asked the hostess why this was she told me it was because that party arrived a couple of minutes earlier than me. What? So what’s the point of making reservations? They have more of a first come first serve system than an actual reservations system. Our servers name was Cynthia who was nice but she would disappear for 20-25 minutes so the ordering process was excruciatingly long and slow. For appetizers we got the foot long mozzarella stick which was enough to feed all 7 of us, and although the mozzarella stick was good the middle of it was raw/not melted. For entrees I got the sweet and sour chicken noodle Thai which was really good! Really light and favorable. For drinks I got the Diosa Mimosa designed by Natti Natasha which was also very good. For dessert we ordered the brownie sundae which was also good. My check came out to $437 with 20% of gratuity included. And if I can be honest … it wasn’t $400 well spent. I’m willing to give this business another chance just in a different location because the food and drink were really good. I just feel like the Times Square location is very poorly managed. Overall by the time it was to order dessert I was already over the whole experience and was ready to go home. My reservation was for 8:15pm and I made it home at 1:30am all of that due to wait time at the front and the delay in ordering. Never again.