IT'SUGAR is a candy and novelty gift retailer with both physical store locations and an online shop. This page aggregates customer and employee reviews for the brand, helping shoppers understand what to expect from their service, policies, and in-store experience.
IT’SUGAR Reviews
2.3
4 reviews
What Shoppers Say About IT’SUGAR
Created with AI, based on recent reviews
IT'SUGAR receives polarized feedback, with shoppers expressing stark contrasts in their experiences. The store's physical locations are noted for their charm and personality, and the online customer service team is praised for being helpful and responsive. However, significant issues emerge around customer service inconsistencies, particularly regarding gift card restrictions and purchase policies that lack clear communication.
Major complaints center on operational and policy problems rather than product quality. Reviewers report frustration with gift card limitations (online-only restrictions), unclear refund policies, and a general lack of transparency in communication. Employment reviews reveal low wages and inadequate compensation for staff, along with restricted tip policies that contribute to high turnover. These structural issues appear to undermine what could otherwise be positive shopping experiences.
Customer Reviews (4)
Sorted by: Most recentPatricia D.Feb 18, 2026
The shop itself has a lot of charm and personality. I picked up some souvenirs for my grandsons while I was visiting the city. There was security at the door, which is worth mentioning for what happened next. I paid with my card and didn't grab a receipt since I'd already gotten a text confirming the charge went through. As I was walking away, a clerk called out to me saying the payment hadn't gone through. I was puzzled about this but wanted to fix it. The clerk claimed my transaction was "pending" (which seems normal, right?) and I offered to use a different card instead. Then she said that card got declined too, even though I got a text alert for that one as well. The whole situation was frustrating and confusing. I ended up dealing with my card company later to sort out the charges.
James M.Jan 16, 2026
There's an IT'SUGAR location really close to where we live. I bought a gift card online as a present for my niece after getting the confirmation email. The problem? It clearly said the card only works for online purchases. My niece isn't really a computer person, so I figured we could use it in the actual store. When I reached out asking for a refund, the company basically said no. They really should be upfront about the online-only restriction. On top of that, their shipping costs for candy are pretty steep.
Marcus T.Dec 16, 2023
I really enjoy this job and the place itself is great. The major downside is the compensation just isn't there. You don't earn enough, and we're constantly understaffed because people leave for better pay. Moving into a supervisor role? You maybe get a dollar or two more per hour. We're also not allowed to keep any tips customers give us, which honestly doesn't happen much anyway since they go straight to management.
IT’SUGAR Review FAQ
What is IT'SUGAR's overall rating?
IT'SUGAR is rated 2.3 out of 5 based on 4 customer reviews on RetailCoupons.com. Ratings are evenly split between one-star and five-star reviews, with one two-star employee review, reflecting highly divided customer experiences.
What do shoppers praise about IT'SUGAR?
Customers highlight the charm and personality of physical store locations and appreciate the selection of novelty and candy items available online. The company's customer service team is specifically mentioned for being helpful and responsive when contacted.
What are the main complaints about IT'SUGAR?
Reviewers report significant frustration with unclear policies, particularly around gift card restrictions (online-only use not clearly communicated at purchase) and purchase issues. Employees cite inadequate compensation, chronic understaffing due to low wages, minimal raises for supervisory positions, and policies that prevent staff from keeping customer tips.
Should I buy an IT'SUGAR gift card?
Before purchasing a gift card, carefully review the specific terms. At least one reviewer experienced confusion about online-only restrictions on a gift card purchased online, so confirm the card's usage limitations and refund policy before buying, especially if the recipient prefers in-store shopping.
How reliable is IT'SUGAR's refund and return process?
Based on available reviews, the refund and return processes appear inconsistent and difficult to navigate. At least one reviewer reported difficulty obtaining a refund and unclear communication about policies. Contact their customer service directly before making a purchase if you need guarantee of a hassle-free return.