Philly Pretzel Factory

Been a customer for many years and very disappointed with recent order. 9/12/25 My party tray order came with three dips of which one, the honey mustard, was placed on the bottom and hardly nothing in the container. Not even a quarter filled. Never had an issue prior to this. Never thought I needed to check in the store. Always been pleased. Very disappointed and embarrassed when I opened it up at the party I took it to and it looked like someone ate more than half of it.

The door was open, that's how I knew they were there! I was so excited to stop and try their pretzels. First time ever. They only had regular pretzels at that time so I purchased some and cheese to dip. They were fresh and delicious! The women were kind. I will stop again, if I catch them open. Very good experience

Atmosphere: 5

Food: 5

Service: 5

If I could give it no stars I would. This place used to be the absolute best. You could always walk in and grab a few pretzels for a snack if you wanted. Now, they only care about the customers ordering party trays. This is all my pregnant wife has been craving these pretzels for the last 4 months, and we haven’t been able to get any, not even a single time. We have tried dozens of times, but we are always told no, or that they don’t have any. The best part is, you are watching them fill party trays after party tray when they tell you they don’t have any. The place is absolutely being ran horrible, and they are turning away so much business every day. Oh, don’t bother trying to place an order on door dash either. They will confirm the order, wait till the dasher is on the way, then cancel it. And that’s even if they allow door dash orders during their normal business hours, usually it’s marked closed when they are are actually open.

Atmosphere: 1

Food: 1

Service: 1

I placed an order and they cancelled it because they couldn’t fill it. I would understand that but I made it before they opened at 10 AM and chose a pickup time of 2 PM. More than enough time for 40 pretzels. I tried calling to see if I could make any adjustments to the order so I could still place it - straight to voicemail since they’ve opened. Now, my money is being held hostage for over a week while they refund me. Unprofessional service and business practices. I would select a different pretzel business.

Atmosphere: 1

Food: 1

Service: 1

This has got to be the worst place I’ve ever walked into. I have been a frequent visitor of the Philly Pretzel factory for over 8 years now, and the closest thing I could compare it to is hell, which is so sad and disappointing because my family and I used to love stopping there for a quick snack or party favor. First of all, it is so hot in the store it’s a wonder the girls working there haven’t collapsed. Second, it appears as though the store hasn’t been cleaned since it first opened over 20 years ago. There was water and pretzels all over the floor, and the counter tops were very messy and had stains. The young girls working there look like they struggle to manage the heat. This place needs have a some kind of health inspection, because I could tell you right now there’s no way it would pass. The old burnout woman that works there appears to have NO CLUE what she’s doing. From just waiting about 30 minutes for my own order (which was misplaced although I called 6 days in advance), I watched her hit her vape openly over the food, rudely speak to other customers while THEY WERE ALSO WAITING FOR THEIR MISPLACED ORDERS, and touch the food without any kind of hand wear. I thought all might be well once I finally received my order, however, the pretzels were severely undercooked and had a mysterious brown gel coming out of the sides. I think this store needs to rethink its priorities, and is not a place that should currently be selling food. I do not recommended eating at this place.

Atmosphere: 1

Food: 1

Service: 1

I placed an online order for 5:45pm pickup on 7/19. I arrived at 5:15pm to find the store completely closed for the day despite my order being paid and being 30 minutes early for pick up. I called today to find out why the store was closed and was told they are supposed to be open until 6pm but they were probably ‘dead’ and decided to close early for the day. How is it remotely professional to close for being slow despite having online orders to fulfill with no call to the customer. Would not recommend this location for that reason alone. I do hope management is made aware and intervenes on training and order fulfillment.

Service: 1

I placed an order a few days prior for a party I was attending today. I've ordered here once before and just like last time, when I arrived, my pick up order was not ready. Thankfully I didn't I have timeline but it was annoying to have to wait for my entire order to be put together. I could tell by the girls faces they were confused and had absolutely no idea there was a pick up order when I gave them my name. It was also extremely hot so I'm not even sure their AC was running. They rushed to put it together quickly but you can tell they were so stressed out. There were only 3 young girls working with absolutely no adult in sight which I'm pretty sure is illegal if they were actually underage. They ran out of gloves and couldn't even contact anyone for more gloves and were using rubber gloves for the time being. The place was absolutely filthy. I had 2 spiders walking on me as I was waiting. This was at 10 AM so I am unsure how the remainder of their day went. Thankfully the pretzels turned out pretty good but by the look of the place I was worried even bringing them to the party. But, I give the girls kudos for pushing through because that was absolutely insane and I probably would have quit on the spot. Whoever owns this facility really needs to get it together before they get shut down. There was another couple before me and I think they felt just as bad for those poor girls and the working conditions. It unfortunate because it's the perfect party food but the way the place looked and how disorganized it was, clearly they need a revamp and I really hope they figure it out.

Atmosphere: 1

Food: 4

Service: 2

We drove by never had Philly pretzels factory
We were surprised at the service she seemed very annoyed. We asked for cheese and mustard she grabbed the large one . My wife said NO we just want the small cheese and mustard.
I was blown away how angry she got we left and a few miles up the road noticed she still charged us for the large dips .

We called immediately and said you overcharged us .

This Place is never opened, hours are never right,I went here 4 separate times and they were closed early every time! Very unreliable

Atmosphere: 1

Food: 1

Service: 1

We pre ordered and pre paid for pretzels and dips for the Super Bowl however when we got there and waited in line for over an hour they advised there was none of the dips we paid for available and then we had to wait again to get a refund! Please don’t take preorders and payment for services you can’t provide

Unfortunately your store is total chaos.

Definitely do not follow food safety procedures. Found hair in my pretzels. Twice in the same visit. Nobody was wearing hairnets. The girls were not wearing gloves while prepping and filling assorted sauces for the pretzels.

Atmosphere: 1

Food: 2

Service: 2

Customer service is always on point. Very pleasant atmosphere

Atmosphere: 5

Food: 5

Service: 5

Customer service is always on point. Very pleasant atmosphere

The pretzels and dip were great; HOWEVER, our cinnamon dip container was NOT full and the other 2 containers could have been fuller! What a disappointment for a large tray that was supposed to have large containers of dips!

Atmosphere: 5

Food: 5

Service: 5