The Franklin Fountain — Restaurant in Philadelphia

I was pretty excited to come here after reading the reviews and following on Instagram. It wasn’t the greatest trip. Pricing aside, there were several areas that could have used some attention.

The shop isn’t clearly marked so we entered from the corner street side. Not a problem but because it was the back of the shop so there was no one to greet us. The employees behind the counter are scooping ice cream and can’t give out information to all the customers who come in through the wrong door. Simple solution? Make it an exit only and put a sign up with an arrow down to the correct door.

Inside the shop, I couldn’t have imagine a less enthusiastic bunch. Everyone looked like they’d been through a war. And it was only 6 pm on a Thursday. I’m not usually a stickler for uniforms but if you’re going to advertise that you wear bow ties, make sure they’re all tied nicely. Those bow ties looked like they’d been mauled by sleep deprived 3 year olds. I sort of felt like this was an Instagram vs reality situation.

When I finally figured out where to order the woman was very helpful. But the employees hanging behind her had a 1000 yard stare. Management, maybe you need to be giving more breaks, opportunities to sit, or tasks in air conditioning on hot days? Or possibly a raise 🤷🏻‍♀️

The cherry on top was the ice cream wasn’t that good. It had large ice crystals in it 😭😭😭 for how they advertise and say they take pride in their product I was really sad about this. The chocolate flavor was pronounced but the texture was ruined.

I wanted to love this place. But alas. There’s better and more affordable ice cream elsewhere. Try C&C Creamery in Manayunk or Surreal Creamery in Bryn Mar.

Edit: the other thing I was surprised by was there was no inside seating and ice cream was served in to go containers only. This is standard practice for some places (Zsa’s!) but the way the advertise led me to believe there would be counter service and glassware. (Several of their social media posts show old fashioned ice cream/soda glasses. But since everything is to go so you can’t sit or get anything in glassware 😆) This was another layer of confusion. I didn’t realize why I was so put off and confused until I relooked at their Instagram. Suggestion: be straight with your customers that this image is for show/advertising only and maybe hype up your to-go containers a little more. Set expectations that are closer to reality and it won’t be so...

Sweet Jesus. Run away from this place as fast as you can. They will have you wait in a short line to take your order, leading you to believe it will not take that long to get your food. Then, they will have you wait outside in a herd of people for an eternity - after you have already paid an exorbitant amount for your ice cream. Seriously. My husband and I waited an hour for a scoop of ice cream and a sundae. We only got it as “quickly” as we did because I went in and started complaining. My experience was not unique. Everyone last night was going through it. We were told it would be 30 minutes, which we already thought was long but decided to do. Then, 30 became 60 or more for all of us. I felt bad for the employees because they were trying their best, but the system they have is chaos, and they clearly need more staff. Having people wait in a long line to order but then get their food at the time of order would be a more honest system. Then, people could see what they were in for instead of thinking they were going to an uncrowded ice cream shop that was next to a long line for a nightclub (spoiler alert: that line is people waiting for their ice cream, not a club). The prices were outrageous, too. Our order was nearly $30 for a sundae and a scoop of ice cream, neither of which were amazing. My husband threw out half of his sundae, and I threw out the extra ice cream the staff gave me to make up for the wait because none of it was remarkable, and by then, we were over it. Do not let a gimmick of an old time ice cream parlor bamboozle you into this expensive mess. Go somewhere else for ice cream that’s just as good for half the price in a fraction...

Let me start by saying, I’ve been coming to Franklin Fountain for over a decade. It’s truly a staple, and still one of the best and most iconic ice cream spots in Philadelphia. There really is something a bit magical about it on certain days.

That said, I can’t help but admit it has diminished a bit over the past year or so. So my review is more recent to the second half of 2023 and 2024 so far.

The ice cream is as good as ever (vanilla bean and hot fudge is my all time, go-to). I’ve introduced many people to Franklin Fountain, and everyone loves the ice cream no matter what’s ordered.

Unfortunately I’ve had some pretty awful experiences from the staff recently. What used to be part of the classic experience (staff in traditional “soda-jerk” style uniforms, dinging old timey cash register) seem gone. And while I’m thankful they finally take card, Apple Pay, etc. I’m not so happy with how staff treat the customers at times. It seems hit or miss, whether you’ll be met with someone who’s rude or not. But, the last 2 times I’ve been, I’ve had a pretty shocking negative encounter with the staff. I get that wait times can be long, and that can cause stress, but the interactions go a long way.

The building and interior is still very traditional and beautiful in its own way. Like I said, on the right day, this place can feel magical. I hope the wait staff can improve and this place would truly live up to its history again.

Still recommend for good ice cream in old city (albeit it’s a...