Sugar Factory Chicago-Rosemont

Reviews 3

JA

jacqulin davis

I was ready to give this place 5 stars after enjoying myself for my birthday weekend until the not so great customer service I received and from management being so nonchalant. I was celebrating my 35th birthday, that was a milestone for me so I paid $$$ for a custom cake, paid the Sugar Factory to bring my cake to their establishment only to loose money from them being negligent and tossing my diamante crystal brooch in the garbage. Although I think it may have been stolen! At any rate the portion of cake that the brooch was sitting on wasnt cut. I have pictures of the brooch on the cake when the server brought the cake out to us. She then took the cake into the kitchen for them to slice it, again, the cake with the brooch wasnt cut so it shouldve still been on the cake. As we were leaving the cake that wasnt cut was returned to us in the box it came in. There was so much going on and so many people I wasnt really thinking to check the box to make sure everything was in there, we just grabbed the box and left. It wasnt until the next day that Id realized the brooch wasnt in the cake box nor on the cake. I called to explain that the brooch wasnt returned to us, the manager at the time said she would do some asking around and get back to me. She called me a few hours later and said the chef(s) that cut my cake remembered it well and they described it just as I did but said it was Styrofoam??? in which it was definitely not. Even so, if it was Styrofoam or plastic with crystals on it, its not for them to decide to toss it or keep it. The dumb thing too is that there was a Styrofoam disk on the cake with sugar roses. They disassembled the roses and placed them on our cake slices AND I got the Styrofoam disk back but no brooch. The manager tried to convince me that they returned it with the cake and we probably left it on the table, or it could be in another one of our boxes...we only had 1 cake box! And if theyd brought the brooch back separate from the cake dont you think it wouldve been smart for someone to tell us?! That brooch cost money! and I would have loved to keep it as a memento of my birthday. Anyhow, all she could do was offer me a sorry, which I told her was not acceptable. I didnt get offered compensation or even a gift card. We were so excited about returning there for the summer but because of this me and my party are so disappointed and angry and will definitely not be returning. And the food was not that great. No one in my party enjoyed the food, I had salad and even the salad dressing was bland. Not to mention they brought me a half wedge of iceberg lettuce that I had to cut myself on a plate with a butter-knife. And now Im pissed because someone bought me one of those signature pops I thought was so cute for $30! What a waste, I so want to return it! I dont want to patronize this place and So Disappointed! They turned a great moment into something horrible. My advice is not to go!

KE

Kellie Shutter

To be honest, I never thought I could/would leave any terrible ratings on any restaurant, given that I work at one on the side and know the hardships that go into serving. At Sugar Factory, our server made a few mistakes at first, like forgetting to put in orders for drinks we had ordered 30 mins before, but I know that does happen and was not particularly concerned. But as we proceeded through our meal, the lack of detail-orientation and well-being of customers became abundantly clear. Truly, if I could rate this place with a "0" I would. Their lack of concern and inattentive behaviors towards those with allergies was a HUGE red flag. My brother was recently diagnosed with allergies that cause potentially fatal inflammation in his esophagus, which now needs to be monitored on a meal-meal basis. Had they delivered his $32 steak as promised, he would have been able to eat more than 2 bites without receiving the pain and loss of appetite as he had. His reaction would have been avoided had they taken the precautions that were both needed AND promised to him. As someone who has worked in the restaurant business, I am confident in my assertions that the service was absolutely atrocious and the management was heartless. The manager was less than concerned with my brothers allergic reactions to the expensive steak (ordered completely plain, paired with an informative breakdown of the newly diagnosed-and embarrassing-allergies he had, making him self-conscious about sending back dishes already sent out and partially eaten, since he trusted what was presented to him would not make him sick). In fact, that same manager hung up on me while on the phone discussing the matter. Had I known of his sickness during dinner, I would have tried speaking up for my brother to correct the situation. We were a large group and spent nearly $600, so I felt the need to call once I had heard of the awful reactions he had to his meal and felt too uncomfortable to bring up to our server. When I called to relay my concern to the manager, his short, abrupt and cold responses made me feel as if my concern for my siblings life was irrelevant. That being said, if you have any concern for your loved ones and their well being, I would NEVER come to this restaurant. The food is mediocre at best, drinks are overpriced, and they have ZERO concern for the people that actually do pay to come and try out this horrific place. Theyre lucky to get 1 star.

NA

Natalie Giron

Very bad service! Ok so yesterday my Fiance took me on a date for our 2nd year anniversary and well he thought Sugar Factory would be the best option since we were there a year and a half ago when it opened and everything was outstanding! (menu was super small and simple before) When we got there last night, we asked for our table since we reserved ahead of time. Only to find out we got the corner table by the AC with very small space to move. No, this was not the booth table this was a basic table with chairs. I didnt mind it at first but then as the AC was blowing I felt the water splashing on my face and this was a portable AC blasting on my back. So I let that one go and started to focus on what I was going to order. We ordered our drink which it took about 5 min or less to get there which was pretty quick. However, we ordered our appetizer right after we got our drink and it took about 20 minutes to arrive and we didnt even get plates to eat our appetizer. We ordered the onion rings which didnt have anything special about it. By the time I was able to ask our waitress to get plates for the appetizer, our food got to our table. So our onion rings were getting cold and our food wasnt the best. My Fiance ordered the Chicken Marsala and it was not the best. He said the best part of the dish was the mushrooms. The sauce on the pasta had not taste and the chicken wasnt so great. I had the Buffalo Chicken Tender Sandwich, I loved the chicken but not the sauce they used on the sandwich. The fries are amazing though! We still wanted to get dessert since the first time we were there we tried the cookies and cream ice cream and it was delicious. But our waitress did not show up to our table til about 45 minutes after we finished our food. So instead we asked for the bill. And another 20 minutes passed before she came around and you get the story. Pretty much I felt like we were the abandoned corner table. I also saw another table a group of 3 ladies that were very dissatisfied with service. If I go back, it would only be for drinks. The food is not all that great. I hope this review helps out people. This review comes from a waitress to another waitress. I know how the restaurant industry works. I was not going to be mean and not give the lady her 15%. I am sure if you read this review and see my face you will remember who I am.