Sal's Pizza — Restaurant in Mount Joy Township

We had a very disappointing experience at Sal's this evening. We have been frequenting P&J's and Sal's for years and have always been treated with respect and dignity whenever interacting with Sal himself and his parents. Today unfortunately was a completely different experience. When we first walked in around 4:30 trying to eat early and avoid the dinner crowd. We asked to eat in we were greeted with a very off hand "The menus are there, order at the counter".  We had ordered drinks and with it being so long since we've been able to eat out and most places not allowing it, we were unaware they were self serve. After a few minutes of sitting at the table we asked about this and were given a very dismissive answer of yes.

We had also ordered a pizza and a salad. When our pizza was up, we still had not gotten our salad and no one appeared to be making it so we reminded them of our order. Again we were met with a very dismissive "Well we're very busy but we're getting it". I know that there may have been a large number of pick up orders... but we were the ONLY ones dinning in at this time and were surprised to have not gotten our salad first let alone that it had not even been made yet. At this point, having had to ask for plates and silverware for dining in, and for having felt like we were a burden since walking in the door, we decided to ask for a to go box and eat at home instead. Up until this point we had been very polite and understanding but with being so disappointed in the service, we let them know that this was the case and were met by a very rude response.

The man behind the counter began to yell at my mother saying she was disrespectful and that she was personally attacking him and when asked if he responds to all his customers this way he said "I treat customers the way they treat me." Again, we had not been what I would consider difficult or unreasonable in our requests at this point. When asked when we would be able to speak to Sal, the gentleman behind the counter let us know that he was Sal's brother and the days that we could come back to talk to Sal himself. I was appalled to know that this was his brother and he was comfortable yelling at customers who have given business since the establishment opened. His response was that they were busier than ever and it was basically not their problem that we were disappointed.

I understand we are just one family and it won't hurt their business or make a difference to anyone there but we will definitely not be back. Which is a shame because their food is delicious and like I said we have been there lots over the years since...

I'm really disappointed in the experience I had today. I really liked Sal's, but I don't feel comfortable coming back. I ordered a margarita pizza over the phone and went to pick it up. I was surprised when I was told it was $29. I was distracted by the fact I wasn't prepared with that much cash on me as that was much higher than the prices on their old menu. I know things inflate, but I wasn't expecting from $16.99 to $29. I found enough coins and paid and left. I wasn't offered a receipt and I wish I had thought to ask for one, but I wasn't thinking clearly in the moment. On the car ride I was thinking and $29 seems a lot in comparison to other pizzas I've gotten from Sal's. I called and asked how much a Margarita pizza cost and I believe it was $20.11 which makes sense. I thought maybe I got the wrong order because I'm used to margarita pizzas having pieces of basil and this one has what looks like a pesto spiraled on. I was also expecting tomatoes as that's what their google menu says, but they probably didn't make that.

I called again to clear things up. I expressed to the woman on the phone that I think I might have gotten the wrong order and described the pizza. She relayed to who sounded like the manager that this wasn't what I thought a margarita pizza should be. I was a little taken aback because I was just trying to confirm I had the right order because the $29 was more than the $20.11 I was told. The man came to the phone and said that's how they make theirs, so ok fair enough, I did get the right order. That's good. But I inquired about if I could come the next day to get my change and he told me I couldn't have been charged more than the $20.11 and there is no proof. I was disappointed, I suppose in the grand scheme of things $9 isn't that much, but I can't help but wonder if that money was pocketed. Maybe it was an honest mistake. I don't know.

I can understand if they cannot give back change without proof, but I wish the man had at least apologized and explained it nicely. Maybe one idea to prevent similar things in the future is to tape the receipt to the top of the pizza box so the customer can have documentation and know they are being told the correct cost. If it was an honest mistake it could save that...

This review comes after months of incorrect orders. There has not been an order my family and I have made from this restaurant without errors. We like to support local, small businesses so we continued to order from Sal's, but now we are done.

I ordered a Buffalo chicken sub with "crispy" chicken. I even made a point to say "crispy chicken, not grilled," because they have messed this order up for me in the past. I made sure to order this sub first so it would be put in correctly as well. So after requesting crispy chicken twice, and verifying with the person taking my order, I received grilled chicken in my sub. Of note, everything else we ordered was as is on the menu; this was the only "special" order that was requested.

So being slightly annoyed, I called the restaurant to tell them of this. I wouldn't normally do something like this, but as I said before, this incident follows months of other incorrect orders. I was told, "Next time you order, say breaded chicken instead." I was not offered to be made a new sandwich or any form of service recovery in anyway. I asked the girl on the phone what can be done about this, and her only response to me was to order it differently the next time.

I told her there would be no next time, in not so many words. This is also the same person who told me that I couldn't order a BLT sub because they didn't sell them there, which was a blatant lie. I would not recommend Sal's at this point unless they make drastic changes to their customer service and start making orders right for their customers. I see from their reviews I'm not the only one experiencing these...