Pretzel Pizza Cafe & Creamery — Restaurant in Conewago Township

Very disappointing first experience last evening! My husband and I walked inside and placed an order to sit inside to eat. None of the staff was wearing masks. The establishment was not busy: 1 party inside finishing up and another couple sitting outside waiting for their food. While we sat and waited, more people trickled in, placed orders, and sat in or outside to wait. After about 15 mins, one party of 4 sitting outside finally got their ice cream order which was prepared by young girls wearing gloves who opened the door WITH their gloved hands, handed the people their ice cream cones and cups, opened the door again to come back inside, and continued to prepare other people’s food orders with the same gloves. Meanwhile, the establishment just kept getting busier while we continued to wait for our food. The young staff had no clue how to prioritize orders or handle the rush. We watched them look at one another and talk silently while they worked at a snail’s pace. People coming in stood in the tiny, crowded restaurant with no line or order of who was next, and the disinterested staff did not move any faster. We watched while hot food was taken out of the oven, placed onto a back counter, and sat there for 10 minutes while the staff tried to take and fill other orders, dip ice cream, walk In and out through that door, and take money. We waited and waited for our food (which turned out NOT to be what was sitting on the counter getting cold because they finally tried to slice up and box pizzas to go which the customer pointed out was to eat there) until we knew we weren’t getting it, and my husband went up to the counter and asked for a refund, and we left. We also noted that the french fries we ordered were not even on the receipt. I can acknowledge that these kids are inexperienced in not only the workforce in general, but specifically in food service, so where was the owner/manager to guide, direct, delegate, and push these kids to move faster? I’ve heard that the owner “only comes in in the mornings.” In my opinion, if you’re going to own and operate a restaurant, you’d better be there during peak hours. Most teenagers cannot run your establishment efficiently and to the satisfaction of hungry patrons. This place will die quickly under the conditions we witnessed and experienced last evening even IF the food is good, which...

This is a repeat review from my husband’s Google account.....

I used the Door Dash app to have lunch delivered to my home for my daughter and I. With a little tweaking to a few things, I think this place can score big in Hanover. I ordered the Ham & cheddar wrap and it stole the show. The ham and cheddar are tucked inside a freshly baked pretzel. It was cooked to perfection, golden brown, the cheddar oozing out the sides upon delivery. I can definitely see why it’s advertised as one of their most popular items. However, I think $8.00 w/nothing at all included is a steep hike. It should come w/fries & a pickle. At the very least some chips. My daughter ordered the BLT. For $6.25, that did come with a small bag of chips (See what I’m getting at?) The bacon was crispy, lettuce and tomato as fresh as they come. My daughter enjoyed it. She also got a small Caesar salad ($3.95). Nothing spectacular, your average run of the mill Caesar. But, unlike some places where the romaine lettuce is less than desirable, this Caesar salad was one of the freshest I’ve ever seen. My daughter said it was awesome. I got the 4 Scoop Sampler of ice cream. Though on the insanely expensive ($5.50 with each topping costing .65 cents...I got 2 toppings, total $6.80), it was very good. But I found myself skimping out on a few toppings, as I didn’t feel like paying $10+ dollars for a few scoops when I can go to Turkey Hill & get TWO gallons for $5.99. I had the frozen hot chocolate beverage, thinking it would taste like the ones they serve at Dunkin’ Donuts. Wrong. It wasn’t the same consistency by any means, and was WAY too chocolatey (and I ADORE all things chocolate). Considering it cost $5.75, it was a pretty big let down. I score Pretzel Pizza cafe 3.50 stars, but gave it a 4 here so as not to be a douchenugget. If some of the prices were brought down a tad (I’d never eat here on a budget, not even a loose one), or some of their more expensive items included a side, I’m pretty positive I’d give it a solid 5 stars. All that said: I hope Pretzel Pizza Cafe gives Hanover a chance, & Hanover does the same. We need a cool, little joint like this in our town! Best of luck to the owners, we’ll definitely be...

Normally, experiences at small cafes like this are great. However, this was the worst experience I've EVER had at a local cafe. The staff was pleasant for the most part, but ZERO Customer Service skills. Spent over an HOUR waiting on two simple hot dogs. After waiting 30 mins, the cooks all appeared to go on break, as they all just started eating food, instead of cooking.

Checked on the order at 20 mins. 35. Then 45.

At 45 mins of waiting, I approached the counter to see if my order had perhaps been missed/forgotten. All I said were the words, "Hey, I ordered.. " and the cashier INTERRUPTED me to tell me that they were having issues with their printer.

He never even let me finish my sentence.

No one updated me on my order. No one offered to check on it. Nothing.

Fast forward to over an hour of waiting: My 2 kids were crying and so hungry at that point, so I asked for a refund on my two hot dogs.

The manager asked, "Are you sure you want a refund??"

This place has potential, but the management style is chaotic at best, and all the employees would best be served with a course in implementing proper Customer Service skills.

If you are late on an order, UPDATE your customers. Give a realistic timeline. Show care. Offer a kiddie cone to crying/smreaming kids. Do SOMEthing that shows you take pride in your company, and that you care for your customers. Make it right when you are falling to meet standard timeframes.

We drove 45 mins to try this place out, as we live in Maryland.

Not a mistake...