Sugar Factory - Dover — Restaurant in Dover

I am very disappointed and extremely frustrated with the lack of professionalism among the staff at the Sugar Factory in Dover Downs!

Recently, I attended a birthday celebration for a former colleague. First, it took forever to get our drinks and food to arrive despite the fact the place was just about empty. Second, the food was terrible! Everyone that ordered the wings sent them back because they were under cooked. The grilled shrimp on my caesar salad had no flavor and tasted like I was chewing on rubber bands. Third, the waitress came with our check and refused to split it. I told her we were ready to pay but had multiple (5) credit cards. The waitress changed her story and said she could split it between two cards and cash. I asked to speak to a manager because I know of other parties that didn't have any problems having their bill spit at the end of the night.

At that point, I looked at the receipt and noticed a number of extra .50 charges for SUG-Rocks. I asked Glenn, supervisor (if that is his real name), were those charges for ice? He got quiet. I asked him if they were really charging for frozen water; which is free? Immediately, he said he would remove the charges. Next was the issue with splitting the bill. Glenn claimed there was a company policy against splitting checks. I asked why this policy was not communicated to the party planner in advance and if I could get a copy of it. Needless to say, he could not produce anything. Again, I explained the party members paying only had credit cards. Now, the policy changed again; Glenn said he could split the check evenly among the party members because he didn't know what everyone ordered. However, if the party wanted to pay for what they ordered, we would have to figure it out ourselves. By this time I was fed up! I told Glenn we were only paying a 15% tip since we had to do part of their job.

The party agreed to figure out their own bills so we could continue with the birthday celebration. Before I left, I asked the hostess for a business card; she told me they didn't have any and called Glenn. I asked Glenn for the number to the corporate office; he told me to go on the website to find it. I showed him the 3.1 Google rating online and explained I planned to post my experience. He didn't seem to care. Needless to say we will never be back and hope the next potential customer reads the reviews before wasting their time and money! Bring back the old...

I fell in love with Sugar Factory after visiting their Las Vegas location. My husband and I had actually booked them as our wedding venue for May 2020 and sadly it was cancelled due to Covid. Fast forward to January 2021 and we are thrilled that there's a location opening 30 minutes away from us in Dover. I took my mom and 2 friends with me so that they could get a taste of what we love so much. We made reservations online for opening night so we were immediately seated upon arrival. Our server greeted us and took our drink orders very quickly. All 4 of us ordered goblets and I had accidentally ordered the wrong one for my friend who was in the restroom at the time. The server immediately offered to replace it with whatever she wanted which was so nice considering the drink was already made and it was completely my fault for ordering the wrong one. She stuck with the drink I accidentally ordered and loved it! Our server came to check on us numerous times to see if we needed anything - we were so distracted by the beautiful aesthetics that we couldn't even pay attention to the menu to order our food. We eventually ordered the burger sliders to share as well as our entrees. The sliders came out fairly quickly and were amazing, don't let the colors scare you away! For my entree I had the breakfast burger - definitely a must try, it was delicious and cooked perfectly! I shared with my waitress that I was supposed to be married at their Las Vegas location and how happy I was to be able to come visit another closer location. Not 2 minutes later another woman comes and greets our table...it was my Las Vegas wedding planner, Rula! I couldn't believe the odds that I was seeing her in Delaware of all places. She bought our table a round of shots and surprised me with a Bride sash and Bride and Groom glasses. I've never experienced such special treatment at a restaurant before. I was absolutely blown away by the kindness of everyone, especially Rula. I was finally able to be celebrated as a bride and their generosity meant so much to me. The prices are a little high but rest assured - you're not only paying for great taste but also a phenomenal experience, it's well worth it! I'll definitely be a returning and...

VISITED ON NEW YEARS DAY, JANUARY 1, 2024 As a 5th birthday gift to our niece, my husband thought of taking her to this restaurant. HUGE MISTAKE! In hindsight, bringing her on a holiday was not a good idea especially new years day when it was evident whomever was to work didn't work bc maybe partied too hard the night before? From what we observed there was the hostess who had a sour, mean look on her face. Never greeted or welcomed any of the patrons that she seated. And the Asian waitress along with the cooking staff and the elder gentlemen who ran the food out once it was ready. Upon being seated, we took in the atmosphere. Although the restaurant is supposed to be 'trendy & hip' according to the multiple tv's, this place seemed depressing. Maybe bc it resides within a casino full of geriatrics spending or throwing all their life long earnings into the slot machines? Aside from our niece, there was one other child. And all he did was cry loudly most of the time. We actually got compliments for how well our niece was behaving. This was definitely not like the SF my husband & daughter visited at the Mall of America in Minnesota, where it was full of families. The decor was cool! It was bright and tastefully sophisticated for what it's for. Now for the service and food. We waited quite a bit to have our orders taken. Considering there was 1 waitress working at the moment and tables gradually filling up, we gave her our order right away. Fortunately, we didn't wait too long for our food but the two specialty beverages we ordered didn't come until almost a 1/2 hour after receiving our food! My husband never got his soda! Eventually, more staff gradually trickled in but by then we were deeply disappointed by the service. The food was OK, but nothing to brag about: The Big Cheesy, Chicken tenders and fries, grilled cheese and fries. Beverages: the Ocean Blue Goblet and the Candy Shop Goblet. It was pretty cool watching the actual beverage being poured into the Goblet. It's like a science experiment! OVERALL: NOT WORTH THE PRICE TAG! Horrible service. Or simply try another SF where you don't feel depressed on when you'll meet your maker! Don't bring your...