Philly Pretzel Factory

Always stop at one of these stores when in town. We were fortunate enough to walk in as they were pulling fresh hot pretzels out of the oven. They were great. Definitely need to stop at one of these stores when visiting.

Customer service is lacking. Revised review - Not going to this place again! Customer service is horrible, the light skin girl with the braids needs to be fired. The dark skinned boy with the ashy knuckles and glasses also needs to be fired. They both have horrible customer service skills, they aren’t friendly, they are upset when you ask for warm pretzels or want to pick certain pretzels. How are you mad that I want what I want and paid for!? Today I was given the wrong order again, and I’m officially done with this place. Keep the cold pretzels!

This place is hit or miss! Sometimes the pretzels be so crunchy, it feels like eating a bag of chips rather than a pretzel. When you request to change your pretzel they act like they have an attitude. It's my money that I'm spending in this business and I should be able to choose with pretzel I want. Here's some advice do better!

Your employee Kayla is the best employee you’ll got…. Customer service was great… she had great energy and she was very respectful it made my experience great at the pretzel factory

Was visiting from out of town and skeptical however, my family loves pretzels and we decided to go. Upon entering, no one greeted us, they didn’t have many options, and the pretzels were hard and cold. I had to ask what was available. The clerk stated “what you see is what you get.” There was no variety and everything looked run down and old. He picked two of the hardest pretzels and I had to ask him for softer pretzels. They only had two plain pretzels left, forcing me to get a salted one. It was very salty, just horrible. My family and I are pretzel lovers and we were extremely disappointed. It was so bad that we ended up throwing everything away. I’m not sure if all of your other locations are like this one but, we visit this location often and will not be patronizing the pretzel factory again at any location.

We called last minute to be accommodated for our organization’s annual event and the manager didn’t disappoint! Joe helped us without question and we got fresh pretzels hot and ready to serve our guests. I’m thankful.

This place is consistently great! The service is always fast and friendly and their product is always fresh & warm! Highly recommend stopping by this location.

Whether I’m grabbing a quick snack or placing a large order, the team is always friendly and accommodating. They really go above and beyond to make sure everything is top quality, and their customer service is top-notch.

My company frequently orders large quantities of pretzels from this Philadelphia Pretzel Factory location because they are reliable. Our orders have always been prepared on time with no issues. Ordering is quick and easy and order pick up is also simple. Products are made fresh to order.

I ordered a pretzel party tray for a Superbowl party I was attending. When I went to pick it up it still wasn't ready! I will never order or purchase anything from this establishment! Poor customer service not able to speak to anyone over the phone, have to go into establishment and still not satisfied! Your establishment sucks! And so does your service!! I will spread the word about my experience, believe me! Dissatisfied and disappointed customer

The server was great. He was so nice and helpful. Washed his hands before preparing my order. The pretzels were warm and fresh. Prep area and store was very clean.

This is actual my second review for this very location: On Saturday, I placed an order to be picked up at 4:55 PM. I arrived at 4:57 PM, only to be greeted outside by the baker, who--without even confirming if I was coming to their store--immediately told me to "hurry up" because they were closing in one minute. I explained that I was there to pick up an order, only to be told that the oven was already off and there was no record of my order. When I showed my order confirmation, the baker informed me the oven had already been turned off when my order came through. Frustrated, I asked about getting a refund and was told I would need to call corporate the next day. While this was happening, I noticed pretzels already made and sitting to the side. I asked if I could simply take those instead. The baker said he needed to consult the manager, which led to another frustrating interaction. Instead of the manager coming out to address the issue, I was told she was yelling from the back, stating she had tried to call me and there was "nothing she could do." When I questioned why she wasn't coming out to speak with me, the baker said she was in the bathroom. If she knew there was an issue and had allegedly tried calling me, it would have been more professional to speak with me directly when I arrived, rather than leaving me confused and frustrated. What's even more concerning is that this isn't the first time I've encountered unprofessionalism at this location. A similar incident occurred previously, where I was told an online order had not been received despite my confirmation. During that situation, an employee informed me he had to catch a bus and couldn't assist me further. I had to wait several days to speak with a manager before a refund was issued. The lack of professionalism, accountability, and customer care displayed by this location is unacceptable. The manager's refusal to come out and address my concerns directly, coupled with the yelling from the back and the dismissive attitude of the staff, showed a complete disregard for a paying customer. Had I arrived just a few minutes later, I likely would have been left without answers, adding to the frustration. I have visited several Pretzel Factory locations and have always appreciated the quality of service, but this particular store consistently fails to meet basic customer service standards. I hope that this feedback will encourage a review of the practices at this location to ensure that future customers do not experience similar issues.

I have been to plenty Philly pretzel shops and I assume they all have the same recipe. But somehow this location pretzels taste terrible. They mess up the brand name Philly pretzel. Not sure who runs it. But it needs new mgmt. ASAP.

i wish this had negative star option! I walked in to make an order and the employees were all angry said they are not taking any more orders because they want to go home early the young ladies were very very rude and were blatantly stating how they are tired of this S@$&T In my 30 years of owning several businesses never have I had one of my employees speak like this especially in front of customers the smell in there was also unbearable I not only walked out with a bad experience i also walked out with nausea I will take it upon myself to have sanitation come inspect this filth of a so called food establishment

I am extremely upset! I went to the pretzel factory on city avenue, 1st time there, about 20 minutes before closing. I get my order and as he hands me the bag, there's red stuff on his hand and on my bag. I'm like "ummm sir, please tell me that's ketchup...". He says, "looks like I cut myself but I assure you it's not on your pretzels"...I just stood there with my mouth open for a second and walked out. I had already paid for my order but I was too shocked to act in the moment! I really can't believe that just happened! I'm disgusted! I didn't even bother to see if there was blood on my order because I just threw it away. That's against food safety standards and just basic human decency and common sense!

Horrible place flies on pretzels and I ordered pretzels a day before for a certain pick up time and they were not ready Horrible place do not go

Customer service is always good. The specials offered are great! Our kids in FL look forward to getting their Philly pretzels.

Horrible. Ordered a tray online the day prior to a party I was hosting. I walk in at the designated pick up time, no pretzels. No one would take responsibility, they simply said no on printed out the slip. They were able make the tray in about 15 min but what's the point in ordering ahead?

Stopped by on a Saturday afternoon. I ordered 5 pretzels for $3. After taking my order, the cashier took a thin sheet of paper from a box and proceeded to break off 5 pretzels. When met with difficulty the cashier used his other bare hand to seperate the pretzels. Directly behind the cashier wad a box of gloves. I requested the cashier put gloves on, I rejected the contaminated pretzels and insisted on having new pretzels. In hind sight, I should have just asked for a refund. If they won't follow proper food handling protocol in front of the customer. What are they doing when no one is watching? I'll never go to this location again.

Nice people. Pretzels expensive. $1 each. They are not hot or warm at 9am on a weekday. When I realized my pretzels were not hot, I asked for a fresh pretzel. The nice man offered to warm it up. However, it is weird to go directly to the pretzel "factory" with hundreds of pretzels being made at that moment but be given cold ones for a high price.

Went with my husband to get some pretzel dogs. I got the spicy sausage pretzel and I also ate a soft pretzel. After that I had bad stomach cramps and gurgling all night. Do yourself a favor, don't go to this one bc you will likely get sick.