Hansel & Gretel is described primarily as a baking-supply shop with a useful variety of products for cakes and other baking needs. Customers mention finding items such as whole wheat flour and say the store carries many of the supplies needed for cake making. Prices are often considered reasonable or good, and one reviewer also compliments the brownies.

Service is positive in several reviews, but experiences are not uniform. An older complaint describes the shop as disorganized and alleges that employees encouraged the customer to buy more ingredients than necessary.

A more recent review criticizes customer service at the Calzada Santa Lucía branch, describing the employee as rude and saying another store had lower prices and better service. The supplied feedback therefore presents a strong selection and generally favorable pricing alongside some concerns about organization and service.