Philly Pretzel Factory — Restaurant in New Britain

My rating is based on customer service. I called and asked for a tray of pretzels. The nice girl on the phone asked when I'd pick it up. I asked, "in 15 minutes?" She asked me to hold while she asked. The man she asked loudly answered 'no' in the background like I just asked the stupidest question and I irritated him. She asked when i could and he said, "I don't know like an hour?" With still an annoyed undertone. I'm aware that it may not be possible to get it ready in 15 minutes but I have never ordered from them before so I don't know the normal time frame. The nice lady on the phone told me what the man said (much nicer than he did). I said thank you anyways. I'm only writing this review because I won't be buying from them based on how the man in the background talked to his employee or coworker and how he made me feel by asking a...

Went in the other week and was greeted and serviced by a very very nice welcoming man. He was awesome!! Today, there was an older, dark short haired woman and she was rude, not at all like the nice man that works there. She mildly greeted us and didn’t smile once, and then proceeded to criticize the young boy that rang up our pretzels. The young boy knows what he’s doing!! And at least he seems to care more about the customers...

The owners here are some of the absolute nicest I've ever met! Their entire staff is wonderful, really.

They take great pride in sharing quality products with their customers, time and time again. They are reasonably priced and always offer fun and unique items around the holidays!!

There are closer locations, but I don't mind the drive to support such a...