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| - UPDATE:
After the manager reached out to me on yelp to try again we totally took her up on that offer. Jeneivieve was super apologetic and very prompt in making our reservations after I gave her a date that me and my guest would be available. So one week later me and my best friend went back up to Sugar Factory. And by the end of the night I was FLOORED with how amazing our service was!! From the moment we got seated we were taken care of. This was the experience that I was looking for last time. We got greeted by the manager (and he apologized which we graciously accepted) , and then from that moment our waitor Jason gets 5 stars! He was awesome, funny, attentive, and a pleasure all night. There was nothing we asked of him that he did not give us with a smile on his face. We started out the evening with two goblets (he recommended the lollipop one) and on top of presentation the drink was delicious. I will definitely come back for that goblet alone. My friend orderd the Drake and boy oh boy was it strong. You can taste the Virginia Black in it, thankfully the cotton candy added a nice sweetness to balance out all of the alcohol.
He gave us some time to enjoy our drinks and just chaqt before he came over and took our order. (which we appreciated). I ordered the country fried chicken with a side of Herb Varicots (fancy a** green beans) and my friend ordered the steak and frites (which he suggested). Both plates came out piping hot. The chicken was cooked perfectly with a crispy texture and a hint of sweetness in the skin. Her steak was cooked thoroughly and by the end of the night BOTH of our plates were empty. Upon the suggestion of the manner we both decided to order deserts. I ordered the red velvet cake. Now to be honest I didn't read it all the way through because I hate raspberry and this cake was loaded with raspberry cream, mousse, layers, syrups.....so that was a miss for me. I got a chance to taste my friends fried ice cream, and to be honest it was just OK. We were so full that the only thing we could really enjoy were the lollipops that were in my drink. (which were amazing).
Let me tell you. This entire night was the exact service we were expecting the first time we came. And although they didn't get it right then, they got it right the second time. They have ultimately changed my heart and I can't wait until my friends can come in town so I can bring them here. Thank you to Jenivieve, Manuel, and Jason for the great night.
Literally the worst experience. From the moment we walked it was just a complete lack of attention, lack of hospitality, lack of well....EVERYTHING.
I made reservations for this place a week and a half prior for 8:30 pm. We were a little early but we definitely wanted to get there early to look around and take some pictures. I heard the upstairs lounge was super cute and we were more than excited to check it out. Once I showed up to the hostess stand there was NO ONE there. After a few minutes of staring idly at the drink bar outside, a manager came out to speak to the bartender (who was watching us stare at him...) and then saw us waiting. He immediately sat us at the empty table outside without asking name questions reservations etc. We thanked him and for 15 minutes we were not acknowledged, offered a glass of water, or even thought about UNTIL we saw another "manager" who came out to speak to the table behind us. I got his attention told him our issue, he apologized and said he will be right back to take our order. Then a woman came out who he introduced as the Event Coordinator took our food and drink order (PRAISE THE LORD CAUSE WHO KNEW WHEN WE'D SEE ANYBODY AGAIN). By the time we got our food an hour has passed, and we never saw the event coordinator or either manager EVER again.
Let's talk about the food. It was SOOO BASIC. I order the jalapeno burger. Jalapenos, roasted tomatoes, Sugar Factory's special sauce and American cheese. Sounds good huh? NAH. They literally through a luke warm patty on a bun popped some uncooked or seasoned jalapenos on it with a slice of cheese, no sauce, no roasted tomato, and some sloppy lettuce. I was so turned off by the service, the food, and the entire night that I sucked it up and just ate it. I was so ready to go. Literally the entire experience ruined my night. At the end of the night I paid 19.00 for a burger that I could have went to Burger King for (at least it would have been hot). I could understand paying for the experience but there was no experience. They had one poor girl working the patio, there were more than enough empty table inside, the ran out of the ingredients for the one goblet we wanted, one glass of water the ENTIRE time. I didn't even bother going upstairs for pictures or to see the rest of the establishment, it was so horrible. I will never go back. EVER.
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