Philly Pretzel Factory

waste of time gotta step there menu up over the hot dogs prices are high no good combos no specials none of that

Atmosphere: 2

Food: 1

Service: 3

Recommended dishes: Cheesesteak Pretzel, 2 Pretzel Dogs

Very upset at my experience today. Went in to purchase my pretzels and had a 12 inch piece of hair/ the customer service was horrible at solving the problem. Dylan didn’t help.

Atmosphere: 1

Food: 1

Service: 1

I am writing to express my frustration and disappointment with the level of customer service I experienced at the Springfield location of the Pretzel Factory. On June 11, 2025 I visited the store expecting a quick and courteous transaction. Unfortunately, what I encountered was completely unprofessional and unacceptable. While several customers, including myself, waited in line to be served, an employee named ALFONZO was openly using his phone and not acknowledging anyone. When someone tried to get his attention, he casually flagged us off as if we were bothering him. There was no apology, no explanation, and certainly no sense of urgency or respect for customers. This kind of behavior is not only disrespectful, it drives customers away. In a time when businesses rely heavily on customer loyalty and word of mouth, employees should be representing the brand with professionalism and basic courtesy. I strongly urge management to address this issue and ensure that staff are trained—or retrained—on the importance of customer service. If this is the type of behavior that is tolerated, I will not be returning, and I will certainly discourage others from doing so. Sincerely,

Hi Bill,
Thank you so much for the pretzel tray donation for our Nurses' Week Celebration! The pretzels and dip were delicious and much appreciated by all the nursing staff. Your staff were super friendly when I went to pick up and appreciated the acknowledgement! Thanks again. ❤ The Day Medicine Team

Waited 40 minutes for an order that was supposed to be ready before I arrived.

This Philly Pretzel Factory located in Springfield has great staff members that have great customer service skills. The food is always good and with speedy high quality service. Keep up the good work 👍

I was here yesterday afternoon..The young man working was very nice. Very polite and friendly. Pretzel was good

Great warm pretzels

Ordered rivets today with Cheddar cheese. The rivets arrived but no Cheddar cheese in bag. What good are rivets without cheese. DRY!

Atmosphere: 3

Food: 3

Service: 2

Very accommodating. Great customer service!

Atmosphere: 5

Food: 5

Service: 5

I came here an as always it takes forever for someone to come to the window to service you . I sent my husband in just to see if it was me an as I thought . he came out an said to me without me asking how were you treated and he asked do you always come here , lol .

Food: 5

Service: 1

Nice little pretzel shop with good pretzels and they also serve some good ice cream too. Will be back again.

Atmosphere: 5

Food: 5

Service: 5

Been at this location two times. Each time. All the workers have greeted me with a smile and was so polite! I always gave them a tip and food was delicious!! Prices were very reasonable! I love coming here now to know that this is a very well kept place, warm, fresh pretzels, and very friendly staff! Highly recommend to everyone who needs something to come here! Only downside was when i came the second time I got a cheesesteak pretzel bite and they were all cold! But it didn’t bother me, just heated it up and it was so good! Mistakes are okay and easily fixed!

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: All Mini Cheesesteaks

I've been going here around 9am , in the morning for a couple of day's now. Why am I,... being giving cold hard pretzels...? It's clearly the morning time and I'm just trying to get something warm to eat for breakfast.. But ok...I clearly understand. Yall don't want my service! Went here again for 4 pizza pretzels...terrible just cheese and pepperoni no sauce... I guess it's me.. I shouldn't be shopping in yall area!!

Atmosphere: 1

Food: 1

Service: 1

Haven’t had a pretzel in a while If this is the way they’re making them now I don’t want anymore not as soft as use to be I should’ve took it back 😡