Sugar Factory Chicago-Rosemont — Restaurant in Leyden Township

We had a party of 6 celebrating our daughter’s 14th birthday. The only available reservation times were 8:30 & 9pm so we went with the earliest time When we arrived there were many open tables in the main area but we were seated in the back room area? This was our first time at the Sugar Factory so we ask our server for help with kid friendly drink/recommendations besides being told that the drinks can be made without alcohol not much help there. I asked the server what kind of special options for a Happy birthday surprise. She said they offer a complementary birthday sundae with choice of ice cream and for $5 you can add the sparkle candle, she said they have a larger option but she doesn’t recommend that for our party size or we can just order any dessert item.. okay, I said we’ll decide after dinner We ordered the Non-alcoholic Pretty in pink drink it was so sweet the kids couldn’t drink it, for food we ordered the chicken finger app +fries (since they don’t have an entree) the cheese quesadilla, chicken Alfredo, super cheesy burger, signature, burger, grilled chicken sandwich. The chicken fingers arrived first as an appetizer even though we ordered it as an entree, the food was cold, bland and tasteless, the server never came back to ask how everything was or if we needed anything? I tried to get her attention for water without any luck. So we’re finishing up and all of a sudden the house music goes up full blast and our server along with other staff members bring out this huge sundae with a sparkling candle for the party across from us to celebrate a birthday the same birthday sundae our server said she didn’t recommend for us? When we had the same party size? So here we are trying to order our desserts sitting waiting for our server without any warning here comes our waitress with the little complimentary sundae to our table? No Warning! Nothing! We didn’t even have time to get our phones ready for pictures? Bringing The sundae WE NEVER ordered? She Never even asked my daughter what flavor ice cream she wanted? We surely didn’t want to celebrate her birthday with a one scoop sundae for 6 people? I said we wanted to order desserts she said the kitchen’s closed? What? Really? You didn’t even give us a heads up? You never asked us for our dessert order? Knowing it’s a birthday celebration! How is that even possible? Why do you have 8:30 and 9pm reservations times if you close the kitchen at 10pm? It’s says we have a 2 hour time limit? How can you bring out a huge dessert pump the music up dance around, lights flashing, put on a big show right in front of us knowing we are also celebrating our daughter’s birthday and then bring her out a little sundae? Where was her special moment? Where was the staff members, and the music? How does someone do something like that? without giving the customer an option to choose what they wanted??

That was very rude and unacceptable! She made my 14 year daughter feel uncomfortable and unimportant Ruining her special birthday moment! That’s the Only Reason we’re here Paying $255 for mediocre food and Bad service was For that 1 special birthday moment! That she RUINED!

I guess the servers here don’t have to worry about customer service since their 20% service fee is automatically added to the bill.

By Far The Worst Service I’ve ever...

Went here for a lunch at 3:30pm. The staff seemed irritated at our existence from the moment we walked in the door. When we were finally sat our tables wobbled which was extremely irritating.

As for the food this restaurant really needs to figure out what it is trying to be. Their menu is so damn big, but this is not a “there’s a choice for everyone” way. It’s more of a, you open it and get annoyed at just how much they are throwing at the wall and hoping sticks. Less is more in this case. Further more they print the same menu twice within the menu book. Drinks. Drinks here are a confused mess. My friend ordered an iced mocha. Which on the menu was its exact name, it was said to be one of their novelty drinks. The ones you go there for, with all the waffles and whatnot on top. My friend received a normal iced mocha. What was the source of the confusion? The fact that their menu has multiple things that are either named the same or extremely similar. Combine that with a waitress who didn’t walk around the table to confirm what people were ordering, in a restaurant that was so loud you couldn’t hardly talk to her.

The food when it did arrive was good, so was the deserts/milkshakes. Which is what you would expect from this place at least.

It’s kind of sad, the food was good. The prices were okay, but expensive but you expect that with a place like this.

The entrance to the restaurant also needs addressing. Mixing a store front with a restaurant waiting room causes a ridiculous amount of chaos for both storefront customers and diners when entering and exiting.

In conclusion, if you are visiting Chicago, or want to go some place to eat with a friend. Pick crust brewing or bub city. You’ll want to go back to those places again. Sugar factory has a gimmick going for it as a desert bar, but the food is quite average and the atmosphere is too. It’s the kind of place you’ll go, not completely hate. But it won’t be the first second or third restaurant on that district you recommend to a friend or to attend...

I wanted to love this place just because of the atmosphere and decor, such a cool vibe however I didn't have a great customer service experience. I understand what the world is going through right now, I understand the customer isn't always right. I understand we need to thank and show gratitude for the people who actually show up to work. However as a consumer I want the same respect, my party was a party of 12. I completely understood and agreed with the rules and regulations for my party size. My reservations were for 1:30pm, my party had to wait 30 minutes standing because our server didn't arrive until 2pm, when I asked the hostess if she could at least sit my party she explained she couldn't because my two hour restriction would start, I couldn't believe they had us standing for half an hour with our table ready, I explained to the host I was perfectly fine with sitting at our table and waiting for our waiter and she continued to inform me if we sat down our time would start. How is it my fault the waiter didn't arrive until 2pm? I was in disbelief, finally my party was sat at 2pm. Our waiter was a Hispanic young man (can't recall his name), awesome service 👏 no complaints there. What I can complain is how rushed we felt to order and eat, this is the only restaurant I have gone too in the past 6 months that has a time limit to sit and enjoy a good meal. Again it wasn't our waiter fault, those are restaurant rules. I must say food was delicious, milkshakes are more whipped cream than actual milkshake but it was good to be fair (would of enjoyed less whipped cream, especially for the price). Fish bowls are completely overpriced. I probably wouldn't go back, wasn't a fan of how my party was treated. We spent easily over $600, next time I'll take my hard earn money elsewhere. Picture will show how empty our milkshakes were, we purchased 4 of them. One last thing, I would of done 2 stars however my burger was good and our...