County Grill & Smokehouse — Restaurant in Hampton

Usually my experiences with this establishment are good. My family has celebrated birthdays, promotions, graduations, etc with parties upwards of 12 people and never experienced the poor customer service experienced tonight with a curbside order for 3. Since the pandemic I understand that businesses have had to adjust but with those adjustments customer service training should be addressed as well. This is a restaurant. I placed my order online for curbside pickup at 7:41pm. First the runner came to my car twice to ask me what name was the order under. It was busy and Friday night so I let that slide. After waiting for 30 minutes I called the restaurant to let them know I was outside for 30 minutes. The young lady who answered the phone lacked customer service skills. There was no apology for the wait, no empathy for my situation, no sense of urgency to resolve my issue. I was told that my order was on hold because they were waiting on my dessert. She did not offer a wait time so I asked how long? She advised me 20 minutes for a banana pudding! Keep in mind I placed and paid for my order an hour prior. I immediately asked to speak to a manager. This is why I am writing this review. The young lady said, I can get you a manager but it’s going to take longer than 20 minutes for one to come to the phone. OMG obviously there is no training on how to handle situations like this. I am a Customer Service Manager with over 25 years experience. You never say that to a customer. I advised the young lady that I would come into the restaurant and wait. When I stepped into the restaurant I asked for the manager and she came immediately to the wait area. I told the manager the issue and if I had to wait for the banana pudding take it off my ticket and just give me the food. It took all of 5 minutes to get my order. The manager gave the banana pudding at no cost, which you should not be selling as it was the worst banana pudding I’ve ever had...no bananas or banana flavoring....the pudding it self was horrible. I’m not sure I will be returning to this establishment. Please provide your staff with the tools they need to be successful as you are setting these kids up for failure and making them the frontline for your poor customer service and they don’t know any better. Customer Service is a lost art, do your part to...

My husband and I ate dinner at the Hampton location tonight and wanted to share our experience. We’ve loved coming to county for years and were looking forward to trying out the Hampton location near our home. Sadly our experience felt really off & we did not feel the vibe was right when our waitress asked about our experience at the end of our meal. We understand how the state of the world and pandemic has made it really difficult on restaurants and it’s important to give grace during this time; however we’ve both worked in the food industry and felt really bummed when we left about everything.

The main dining area to the right is where we were seated. We ordered the bbq nachos as an appetizer and the pick two to split with collard greens and potato salad as our sides. Our nachos came out and just tasted “fine.” Something was missing so we tried putting different bbq sauces on it. It didn’t really help. Our main order came out a few minutes later but we noticed our collards were missing (no big deal stuff happens sometimes). Except no one communicated how long it would take just that they were making them. If we knew, we would have liked the option of everything coming out together versus waiting and not having known what was going on if we hadn’t asked. While we were eating an employee was mopping the floors and cleaning tables. Besides us, there were 3 other tables (parties of 2) and one large party of 8 seated where we were. The employee cleaning was chewing tobacco during our time there which was giving me concerns about cleanliness. Not to mention the grimy feel of the table and floors.

It seems there was little communication between our waitress, the kitchen and management. We spent $40 and our waitress was sweet and asked us about our experience. My husband said it felt “off” as an experience and the waitress at that point didn’t go get a manager or say anything to really help us out. In fact, she agreed that things had been off lately. We’re not trying to blame any individual worker but the establishment as a whole had a weird feeling and the service was very slow/off during our time there. Thanks for reading this and hopefully it helps give some constructive feedback. We’d appreciate it if someone...

I remembered this place from the one time I visited 6 or 7 years ago. It has been on my to-do list to go back, and I finally did. Warm potato salad sounds totally disgusting, but it is actually pretty good. It was not as good as I remembered from the previous visit, but it's still Worth a try if you are curious about it. I eat low carb, so any carbs I eat must be delicious or I just don't eat them. My pork chops were boneless, but they still had excellent bone-in flavor. I would definitely get them again. The collard greens were a standout item. I would definitely look forward to getting them again as well. I I did eat a corn muffin, and it was good. However, I can make slightly better corn muffins from the Krusteaz honey corn muffin box mix. I did not try them, but apparently the smoked chicken wings are out of this world. Several people in my party took a to-go order of them.

Our service was amazing. I was running late and the table needed to order. My friend ordered for me and they kept my food in the warmer for me until I arrived. The staff was extremely friendly and attentive to the needs of everyone in our party. The waitress divided up the check and got everything correct. I appreciated that our party of six got a round table to facilitate better conversation. It was relatively quiet and empty when we were there. The atmosphere is not fancy, yet not run down. It's just basic which is fine.

My negative is the dessert. I am very picky about what desserts I will eat. Their main desserts seem to be bread pudding and banana pudding. I don't eat either of these. However, my husband loves banana pudding. Since it seemed to be such a popular item here, I brought him some home. Another member of our party also took an order to go. They both rated it a D minus. They said it tasted like vanilla pudding and there were no bananas to be found. Both ended up throwing it away after a couple of bites. Now I have to make my husband a banana pudding from scratch to redeem this...