Philly Pretzel Factory, Philadelphia PA

I placed an online order & when I arrived at the store for pick up, customer service was not friendly. The sales rep did not give me my complete order & when I asked for a box he caught an attitude.

Entered the store and the feeling was on of, sorry if I disturbed you! No greetings or smiles. Just as well entered the DMV.

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.

Bad customer service.
If there was a 0 star rating, so be it.
I never have heard of an owner that doesn't know the price of their product. A doesn't know the difference between each product. "I have been an owner for 3 days" is not a good excuse.

Today I go for a bucket of rivets. As the woman pull out a bucket I could tell she was going to give me what was in the case which didn't look like enough to fill the bucket. I asked her for a fresh batch. She involuntary made a face and said, Huh, as not to have heard my request. I repeated it again the she says, You will have to wait twenty minutes as if I was being punished for my request. I already knew my request would require some wait time. This is my request most times so I'm prepared to wait. The guy who was ringing me out didn't know I get a free dip with my order. He also snatched money from a man whom he thought was getting smart and yet he wasn't. It's unfortunate that most times employees don't have good customer service and/or people skills. We all need to do better. We all live under the same climate of the economy and trying to keep our heads above water. Some are better at it then others nevertheless a lot of these behaviors and attitudes are unacceptable.
My pretzels were good but it's like being in an unhealthy, toxic relationship. You know it's not good for you but you keep going back excusing behavior because of a need or want that's being fulfilled and you ignore the dysfunction. Smh.

I had posted the negative review a few weeks ago and wow, what an improvement! I just got the freshest, warmest pretzels and exactly as I like them. The sales clerk even offered to push them back in the oven when my husband asked for dark pretzels. That’s great customer service. Good job taking comments and making corrections. This Philly Pretzel Factory went from 3 ️ to 5️ in my opinion.
(This is the second time I’ve been here and the pretzels felt like they came out of a refrigerator. When I’ve gotten pretzels from other locations they are usually warm. I only stop here because it’s on my way home. I won’t be stopping here anymore.)

Do not order from here! I pre-ordered 250 pretzels for delivery on a Sunday (even called on Saturday to confirm everything was set). They only delivered 100. I called to ask what happened and they mistook my order as a pickup and thought I was not coming so they SOLD PRETZELS FROM MY ORDER. I will never use this place again. What an absolute mess.

The food is always good and service is fast, however I seem to come here around mid afternoon, and they always seem to be running out of stuff. I know they close at 6 or so, but they are always busy in the mid afternoon. Not sure why they seem surprised by that. I don't mind waiting a few extra minutes though.

I’ve been here three times with my kids (usually hungry and indecisive) and each time the people working at this pretzel factory are exceedingly nice, patient, and friendly. Thanks guys! Highly recommend.