Sugar Factory American Brasserie Theatre Box

Service was great, Mike provided great customer service

Im all about first impression, this sugar factory did not do so good. I wanted to upgrade my reservation to 13 people instead of 10, so it says to call if it’s more than 10 people so I did. No one picked up the phone I called numerous times, I couldn’t even leave a voicemail. I got there an hour early just to see if I could upgrade, I spoke with a women outside that was extremely rude. She didn’t want to answer any questions she basically just blew me off and kept saying no. I tried to tell her about there phone situation she gave me no response and would barley even look at me. It was bad customer service over all. Once we were finally seated everything started to be okay we had an amazing waiter his name was Kenny. He went above and beyond for us he made our night. I’ve been to other sugar factories and didn’t understand why they were only playing Spanish music at this one ? I like Spanish music it just through me off cause that’s all that was being played. The only time you heard a different genre was when it was someone’s bday and they got to play a a little snippet of a song. There were a lot of different ethnicities in there and at my table it would’ve been nice to hear different types of music other than just Spanish. As a black women I didn’t feel wanted there tbh there was no diversity.I most definitely will not return back here. The place, the vibe, some of the workers, the atmosphere was very uncomfortable no one showed any effort except our waiter Kenny.

We were the first people to come in when it opened at 12. There was only 1 other table in the restaurant and it still took over and hour to get our food ordered and an hour and a half to get our food. Our food was cold when it came out and seemed like leftovers from the night before. Needless to say it was a disaster for a business meeting.

The server was completely horrible and the food was not that great for that price at all

I'm not sure if it was because we were there for lunch or if they were in the middle of some transition but the service was slow and a bit chaotic. The tortilla chips were super stale and the chicken on my salad was super bland and dry. It looks like they were in the middle of doing some construction next door. Overall just seemed out of sorts. The menu selection was great and those of the staff we dealt with were nice but just not the higher end experience I've had at other locations