Sugar Factory - Houston

This was a horrible experience. Me and my family were so excited to come here since we’ve been wanting to come since their opening. First, It was understaffed, Then our table was dirty and our chairs had glitter and were sticky. We tried ordering appetizers, but half of the stuff wasn’t in stock at the moment. Me and my sister ordered strawberry lemonades and when she got hers, it looked kind of looked cool with the bubbles but there was barely any candy. As soon as I got mine, she was pouring it and when I looked closely there was a roach! I immediately called her back over and gave it back. My mom got her drink, and she spilled it on the table. Like I previously said, there’s supposed to be candy but there wasn’t and she just replaced it with a silly duck on top. We tried getting our straws and there was only 4. We got our straws, and there was dirt inside of it. That was our final straw and we got up and asked to leave. We still got charged despite none of us drinking our drinks and we went to a different restaurant. 0/10 I do not recommend.

Had the pleasure of visiting the Sugar Factory and it was an okay spot . I will say that the place is located inside of the galleria. I parked in the orange garage and still got lost. But after asking a lot of people I found the place located on the first floor by the food court . Across from the skating ring . It is very very small , they only play music ,or have a DJ that plays 1 song whenever someone is celebrating something. And then after they do they dance ,the party stops lights come on and back to eating . That last 5 minutes.. they have a very very very small candy bar , and they are very overpriced. Seems short staffed and took a long time for some shakes . The shakes were really really good ,for $20 I enjoyed every bit . The cheesecake on top was good but didnt taste homemade. But over shake was delicious and the kids loved it

If I could give this restaurant a zero I would my cousin had a sweet 13 party here and it was terrible. We probably had a party of 12 to 15 people started with the introduction was terrible soon as we walked in. They started telling us they didn’t have this they didn’t have that we got our soda and had no carbonation. Then we started to order our food. They brought some people food out forgot other people‘s order. Some people was finished with their food then they forgot other people‘s order. We got our burgers. They were still cold in the middle Bacon was raw on the burgers. Chicken wasn’t done in the inside. The presentation of everything was a zero. I have reached out to the Sugar factory general manager twice and still haven’t got a email back How disappointing is this? She only turned 13 one time. She had her school friends there and family. What a disappointment.

This place was horrible. I highly do not recommend unless you want to waste your money. We came here last Friday because we were from out of town. When we tried the one in Miami last year it was delicious so we assumed all locations were good…we were wrong. First let’s start with the drinks. My niece’s alcoholic drink was so strong she barely could drink it. Instead of giving her a new one or taking it off the bill, they proceeded to give her juice and then said “usually everyone else likes it”. Like I do not believe that one bit after looking at the reviews which we should’ve did before coming to this dump. Then kept asking did she like it and she kept telling them no. I do not know if all states are different but that was unprofessional. Then on top of that, the drink was $45 and she ain't even drink it. The spinach dip tasted like garbage and our sandwiches were very dry and bland. Instead of complaining we just simply paid and I was just going to write a review to warn everyone to not come here. The server ain’t really care fr, she just wanted a tip but since they add the service charge already then she was getting on regardless that’s why she didn’t care. I’m a server back at home so I recognize good servers and let’s just say she wasn’t even in the top 1,000,000 of a good server. Then the host acted like he was a manager and he ain’t care either. This place is a joke. Please save yourself the time and money.

“My first visit to Sugar Factory was a fantastic experience. The atmosphere was vibrant and fun, with top-notch music that set the perfect mood. The service was excellent—friendly and attentive throughout. I ordered the shrimp pasta, which was absolutely delicious, and the signature dry ice drink added a fun and memorable touch to the meal. Overall, I’d rate the experience an 8 out of 10. I definitely recommend and the food was hot and fresh.

We went for my daughter birthday dinner and everything was perfect! The G.M. Bianaca made sure everything went smooth and my daughter had the best time. She even played her song so she could do a birthday dance! The chef, Jo, took good care of us and even escorted my mom to the restroom because she didn't know where to go! Jasmine at the bar took care of my guest with drinks. I am so happy they finally opened this location! We have been waiting and now we can go all the time. The staff was great and everyone made sure everything was OK for us. We definitely enjoyed every moment!

We went to a location on San Antonio a couple years ago & it was fantastic. I should have looked at the reviews for this location. Service was horrible, waiter stayed 3 feet from table, as if we had cookies or something. We ordered a drink $30+ & I specifically asked if it had the cotton candy & dry ice, he said yes. It had the dry ice, but no cotton candy. The appetizer and pizza were OK, definitely not worth ordering again. We did get lemon pepper wings, and my friends thought they were good. We ordered a sundae, it was ice cream & cool whip, NONE of the additional toppings is to make it worth paying for. NEVER received a refill, nor offer a refill on our waters. Instead of bringing me the receipt, he made me go up and stared at me as it asked me for tip and did NOT bother telling me the total included a $17+ tip. So, an $86 bill that was very poor food and service, received a tip of $30+ tip!!! I tried calling before leaving this horrible review and there was no response!!!

We were the only people in the restaurant which now makes sense. Ordered a brownie volcano explosion shake and we were told they didn’t have chocolate ice cream but the server said she could mix white chocolate sauce into vanilla ice cream so that was fine, then she tells us they don’t have brownies but she could do a rainbow cake slice instead and then makes some mixture between the shake we ordered and the rainbow Brite. It was fine but then she charged me for the cake slice as if it were me asking for it in addition to the thing they didn’t have, so I was charged$28 before tip for a shake that wasn’t even what we wanted. Server was nice but I would not go back or recommend to anyone

Had the pleasure of visiting the Sugar Factory and it was an okay spot . I will say that the place is located inside of the galleria. I parked in the orange garage and still got lost. But after asking a lot of people I found the place located on the first floor by the food court . Across from the skating ring . It is very very small , they only play music ,or have a DJ that plays 1 song whenever someone is celebrating something. And then after they do they dance ,the party stops lights come on and back to eating . That last 5 minutes.. they have a very very very small candy bar , and they are very overpriced. Seems short staffed and took a long time for some shakes . The shakes were really really good ,for $20 I enjoyed every bit . The cheesecake on top was good but didnt taste homemade. But over shake was delicious and the kids loved it

This is the most mediocre, unmemorable Sugar Factory dining experience in the history of the world. This is some kind of snack sized location. They were out of ranch and boneless wings. The wait staff were really nice I can say that but for the price I want to be blown away and I wasn't. My 14 year old son asked to come here for his birthday. Ambiance: 2/10 Food: 3/10 Service: 6/10 Price: 1/10 This is not what you think it is

Overall: Extremely Disappointed - Overpriced, Terrible Quality, and a Deceptive Tipping System. I visited this restaurant yesterday and had a truly terrible experience from start to finish. I ordered a $30 appetizer plate, a $30 chicken and waffle dish, and a lemonade. Long Wait & Subpar Food: It took 40 minutes to receive the food. When it arrived, the quality was shocking. The fries tasted like they were simply deep-fried frozen products, and the waffle was clearly a frozen one that hadn't been properly heated. The fried components were overly dry, and the waffle was barely warm. Shady Billing & Double Tipping Scam: The worst part of the experience was the check-out process. The server brought over a handheld payment device that only displayed the final amount, $82, for two $30 entrees and a lemonade, with no detailed breakdown. It immediately moved to a screen prompting for a tip, which is a fraudulent system designed to encourage double tipping. To my dismay, I ended up adding an additional 18% tip on top of the inflated total. No Receipt Provided: When I requested a receipt with an itemized breakdown, I was told they couldn't print one because the machine was out of paper. This lack of transparency and detail is completely unacceptable. The service was the absolute worst. I left feeling utterly cheated and disappointed. I strongly recommend that you save your money and time and absolutely DO NOT visit this restaurant.

I'm not too sure about this location. I had high expectations after hearing great things about the one in San Antonio, but this one felt underwhelming. It wasn't very busy--only a few customers were inside when I arrived. When I walked in, there was hardly any staff in sight, which made the place feel a bit unwelcoming. As for the food, I'm actually glad I canceled my order and just went with a drink. The strawberry ice cream smoothie was quite pricey for something so simple. I believe it was the decorations and presentation that made it cost a lot, but I took it to go. They decorated it up for the holiday which was neat.

The service is slow. Everyone was nice but there were not many tables and it still took forever for food or drinks to come out. The decor is cute. The drinks are very sweet and the food is OK. I think the location in Vegas is way better. I wouldn't visit again. But if you want to try it for yourself just be prepared.

Oh Sugar Factory, where do I even start? The name sounds like a sweet escape -- a fun, colorful spot where you'd laugh with friends over crazy milkshakes and maybe post a few cute pics. Instead, what I got was an overpriced fast-food nightmare wrapped in glitter and regret. Let's start with the service -- or lack thereof. The place was not even busy. Seriously, it was emptier than my wallet after paying that bill. Yet somehow, we waited like we were in line for concert tickets. I could've cooked an entire meal at home, watched a show, and still beaten their "fast" food to the table. Our waitress was great, nice, knowledgeable and great customer service. When the food finally arrived, I thought, "Okay, maybe it'll be worth it." Oh, how naive of me. The food was absolute trash -- dry, bland, and just sad. You know it's bad when ketchup becomes the highlight of your meal. For what they charge, you'd think Gordon Ramsay was in the kitchen -- but no, this was more like microwave-meal-level disappointment. And the prices? Let's talk about those. I'm convinced they charge by the ounce of glitter on the menu. Everything costs like it's handcrafted by angels, but it tastes like something from a middle-school cafeteria on a bad day. The whole experience was so bad it was almost funny. Almost. If you enjoy throwing your money away while being underwhelmed in style, this is your place. Otherwise, do yourself a favor and run. Sugar Factory -- cute name, tragic experience. The only thing sweet here is the relief you'll feel when you finally leave.

We didn't order food, but we came for the special hot chocolates and adult drinks. Ordered the pink unicorn hot chocolate for both of my girls only for it to come out as a regular hot chocolate with a TON of marshmallows... it was nothing like what is on the menu. I'm assuming they were out of the ingredients to make the Pink Unicorn drink, but a heads up would been appreciated especially since it's $14. We also ordered the Pretty in Pink and Strawberry margarita... the bartender literally brought us the same drink just with a different rim. The staff seem careless and not interested in providing a good experience. I got a glimpse of the kitchen workers and all of them were in regular clothes with one lady even in thigh-high heels while making food. We spent $96 and received nothing that we ordered.

Food was super good. The pasta, said for two. Well, it was enough for about 4-6 people. Services was on point. Checked on us from time to time. To see if we needed anything.

Wait for Vegas! This was such a bad experience it was actually funny. The service was well, abysmal. But that's OK because the food or at least the few things they actually had available was terrible. Overcooked, burnt flavored chicken on the waffles. Missing sliders and "hot" honey I think was replaced with regular honey. We waited over half an hour for our food to come out at 5 to 10 minute intervals. I recommend staying far way.

I had been waiting on this restaurant to open ever since I saw the coming soon sign in 2020. After many delays it is finally open and I was excited to visit. This location is quite smaller than locations in other cities. Our server Brittany was excellent, she was very personable and attentive. The drinks are super cute and tasty. The food needs work but you're not here for the food but aesthetics. It did take a long time for us to receive our drinks and the restaurant was not busy at all. I took away stars due to the long wait for drinks and the candy store not being fully stocked. I'm hoping the restaurant will last as I went on a Friday night and it was pretty empty.

I've lived in Houston 35 years. This is the worst restaurant in Houston. Food bad. Service bad. $145 for 2 burgers, 1 pasta dish, 1 onion rings, and 4 sodas. Totally crazy, there should be a class action lawsuit for all former customers for them scam! Ps: I spoke the manager, Bianca Chambers, she stated they don't give refunds, and that I was free to proceed however I wished to try to get my money back.

This place is a joke. These prices are insane! The service is even more insane! Came here for my son's 9th birthday. Party of 11 it took over an hour to get our food. Everything was wrong and half the table got their food while the other half waited another 30 mins for theirs. You have no choice but to leave 20% gratuity no matter how horrible the service is. Music is obnoxiously loud and makes the whole experience unbearable. The manger is rude and unhelpful. Food is about as good as a drive through.

This place is fantastic! Excellent ambiance and vibe! The service was on point and outstanding. My daughter really enjoyed the Margaritas for her birthday today. The chef did what he do so well! The lunch menu is slamming. OMG! Please treat yourself and come try this place out.

Tried again. Still bad. They were so not busy the girls were watching TikTok videos on the main tv. We ordered drinks and they had no clue. Taking bets on when they close

Despite being the only individuals in the restaurant, the wait for our four dishes were over half an hour to forty five minutes long. The order was messed up at first and was corrected after further wait only to come out appearing like this. In addition, we were charged a 20% service charge (in addition to tax already) without warning on our bill despite only being a party of four, in addition to being asked to tip.

First time going and would not go again. The staff were excellent so this review is all about the food and cost. I ordered the Buffalo Chicken Fries and the fries were pretty good but it goes downhill after that. My entree was the Waffles and Chicken, the waffle looked and tasted like it was from the freezer and the tenders were overcooked and flavorless. My family who was with me for the most part returned all their food. And the service charge was astronomical for terrible food. Over all 10 out 10 would not recommend. Overpriced and terrible food that tastes like preprocessed and reheated frozen meals.

The food was horrible ans it took forever to come out. After waiting like 20 mins they came back and said that they didn't have pasta. That it would take 30 mins to boil the water. They didn't have sweet tea, steak or pasta. When the food finally came out it was staggered like 20 mins apart. The food didn't have any flavor except for the fries. The fries were the only thing seasoned. It gets a 1 star because I can't give it 0 stars

I did not realize the Houston location was a small/pop version of the Sugar Factory, but nonetheless, server was very nice and the food was good.

There is never a manager on duty I tried to ask for a manager on Thursday and it took over 30 mins and they never showed up

Please do NOT book here for a a special occasion, you will be disappointed. I booked for my daughter's 8th birthday a week ahead of time and they canceled my reservations.

The service here was super lackluster. The energy was very nonexistent or present. Me and my partner ordered two appetizers a salad and two drinks and the food came out to $200 with the gratuity added. Also, they did not have a lot of things that were on the l menu as far as food and alcohol. I have visited the Las Vegas location and this is sad that they are not up to company standards. I will not be visiting this location ever again, and I will let my friends and family know that it is not worth the time or money.

Appreciated the services of V, Ky, and I believe Wayne. Overall genuine personalities and nice feel. It was my first time, and I will go back. With a little more attention from corporate, to give the personnel holding the fort down, everything they need, this place could be booming!

let's start with the fact that it's located inside thr Galleria mall. I get to what I think is the host stand and there is no one there. So I move closer inside looking for some help. When I was finally addressed, the bartender let me know we (my partner and I) could stay where we were standing and someone would come help. No one came. But we look back to the host stand and someone is helping another group. Then this man, one of the waiters, tells me I can't just walk past the host stand. I let him know no one was up there. Coo. We finally sit down. The food was frozen food. I know a frozen waffle when I see one. For the price, it didn't add up. Lastly, there's an automatic 20% service charge. It felt like they just opened yesterday and everyone was new. I will not be back.

I love the Sugar Factory. I've been in Vegas and Miami so I was thrilled when I heard they were opening one up in Houston. I made reservations for date night with my wife who has never been. We had a 7:45 reservation for tonight and when we got there the place wasn't even open yet. I had got a reservation text notification a day before my reservation and confirmed too. We ended up having to scramble to make reservations somewhere else. It felt like it was a waste of time. My wife worked in the hospitality industry for years and this was a terrible experience. Sad because I have told many of my friends about this place.

Very very disappointing and overpriced plus 20% service charge! I was so excited when this opened up, because I've been to other locations and they are so fun and spacious (Seattle, San Antonio). This one is a tiny location in the Galleria food court, and it's not bigger than regular food court eateries. The food was fine, but it was very expensive because they add a 20% mandatory service charge. When I asked the waiter about this, she said that that does not include HER tip, so I ended up paying even more for her. I think I left paying a 30% tip/service charge. My sliders were $20, and salmon was $30, and underwhelming. With these kinds of prices, this will not last. I suggest that the restaurant rebrand it as "Sugar Factory Express" and lower their prices and remove the service charge.

Mahalia Brown was very sweet & very helpful. She made our visit very smooth and very enjoyable, she was very effievent and the hospitality? magnificent. if you ever encounter this waitress give her a nice big tip these are her last couple of days, SHOW HER SOME LOVE!!! bartending For us and she wasn't even a bartender! a jack of all trades! Loved her.

Lived up to the hype of other Sugar Factory's. So glad we have one here in Houston. I've been to Las Vegas and NYC. Loved the relaxed feel of the one at The Galleria. Food and drinks were amazing. Phylicia was especially nice and a great server.

Sat at table and took 15 minutes for server to take drink order, ordered food since service was abysmal. Food took another 30-45 minutes. Will not be going back to this location. Food came out at different times but was not cold.

Food was subpar, service was deplorable and the restaurant was empty!!! We all ate and my granddaughter didn't even have her food... AskEd to speak to the manager ten times before she finally came out... Terrible place to eat and in my honest opinion should be SHUT DOWN!!! Frozen patties, tasteless food... The ambience was nice, the best part of the place because the food left much to be desired!!! NEVER AGAIN!!!

Went with my daughter to treat her cause she was wanted to come here. It was just the 2 of us and they charged us a service charge of 20% which wasn't disclosed to me which they presented me the receipt electronically where it let me to tip them again unaware that they already processed a fee. So, I gave them an additional 20%. Very expensive lunch so beware of the extra tip charge.

I enjoyed myself at this new restaurant. V and Ky did an amazing job as host and bartender. With more attention from general management this place will be a 10/10! The best customer service by far!!

Bianca was so attentive and drinks are spot on!so many options to pick from. The vibes are amazing

Way overpriced. Mandatory 20% service charge. $24 for a house salad with chicken breast. Could have gotten a better salad for half the price at Salata. $20 for soggy flatbread. $16 for chicken strips that strangely tasted like fish. Too many better options at the Galleria. Lunch for four, without alcohol, was $120. So not worth it.

The food was flavorless I asked for the marinara pasta and got alfredo?? Which was covered in garlic what i thought was parmesan was straight clumps of garlic and it was disgusting. My friend asked for the garlic parmesan sandwich and received some parmesan noodles instead. We waited 30 minutes until the waiter bought out the correct food , and when we received it, it was cold. The waiter himself was all over the place and constantly sucked his teeth when we asked for simple things such as forks. Over all I think this place is just over priced and only popular for the athletics. 2/10 DONT RECOMMEND.

TERRIBLE!!! Don't ever go here unless you want to be disappointed. We picked this place for my sister's bachelorette. We had reservations at 6:30 pm and didn't get seated until 7:00 pm because no one was working. We ordered the Sampler Platter because it came with Mac and Cheese bites but once the food came out it didn't have the Mac and Cheese bites on it. We asked the waitress where the bites were, and she said oh we are out of those, but we gave you more chicken fingers instead that was not true... The waitress also charged us for a drink we never got. The prices on the menu were different than the bill. Every item was $2 more expensive on the bill than the menu. We questioned the pricing, and they said oh that is our old menu and the prices have changed... This should have been communicated prior or they should have given us the new menus. There is also a 20% service charge to all the checks. All in all, this was one of the worst experiences at a restaurant I've ever been to! Please avoid this place!!

TERRIBLE!!! Don't ever go here unless you want to be disappointed. We had reservations at 6:30 pm and didn't get seated until 7:00 pm because no one was working. We ordered the Sampler Platter because it came with Mac and Cheese bites but once the food came out it didn't have the Mac and Cheese bites on it. We asked the waitress where the bites were, and she said oh we are out of those, but we gave you more chicken fingers instead that was not true... The waitress also charged us for a drink we never got. The prices on the menu were different than the bill. Every item was $2 more expensive on the bill than the menu. We questioned the pricing, and they said oh that is our old menu and the prices have changed... This should have been communicated prior or they should have given us the new menus. There is also a 20% service charge to all the checks. All in all, this was one of the worst experiences at a restaurant I've ever been to! Please avoid this place!!