Kamhya J.
Yelp
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.
