The "Original" Red Osier Landmark Restaurant — Restaurant in Town of Stafford

Our family has been going to Red Osier ever since we all can remember-we've lived in the area all our lives. On Dec 28th, 2017, we had a group of 16 for 6pm. When we were seated, we were right next to a large group of about 36, but we were in a back room and had plenty of space, which was nice, as the rest of the restaurant was VERY full and crowded. We ordered our meals, rolls and bread were brought, and the large group next to us then ordered their meals. We were waiting a long time for any food to arrive, so my husband asked the waiter for more rolls. He promptly informed us that because of Governor Cuomo's minimum wage increase, extra rolls would cost us $.50 each! WWWwwhhhhhaaaa....???!!!?? We've NEVER heard of such a thing, and I kept waiting for the waiter to say he was just joking, but he wasn't. We had two small children with us, and their parents (our nephew & his wife) finally had to ask to get the food for the kids because they were so hungry. Their food was brought, but by 8:10pm, my nephew decided the kids were going to go downhill if they had to wait any longer for their food, plus the time to eat it, so they had to leave. Just after they left, the large party next to us, who had ordered AFTER us, got their food. Hmmmm???? So we hoped we'd be next, and gradually our food came into the room. It was 8:24pm by the time we all had our main courses in front of us. Had to have my nephew and his wife's meals boxed up so they could be taken home to them. While we were eating, we had to keep asking for more water. Would have been great to have 4-5 very LARGE pitchers on the table so we could pour our own. Unfortunately, many of us received cold food, especially the prime rib. The owner did come out and strongly insisted on taking my sister in law's prime rib back and getting her a hotter piece. She was resisting, afraid it would take forever to get her food again, but the owner did come back rather quickly with a hot prime rib. Some family members didn't complain, just happy to have some food in front of them. One family member ordered French onion soup, and it was not only cold, but it had set so long that the bread in it soaked up all the liquid and became more like a French onion bread pudding--wish I'd taken a picture--it was pretty disgusting looking. Some people had to ask where their side dish was, and in all the confusion, I didn't even realize that I never got one of my sides, and that the waiter only asked me what kind of potato I wanted. I never got my side salad. I had only ordered an appetizer besides my meal, not an 'upgrade'. The 'upgrades' are not worth it. Paying extra for a Caesar salad, then not getting two sides is quite the way for this restaurant to make extra money. I can go to Texas Roadhouse and get two sides, and pick a Caesar salad as one of my sides, and it doesn't cost extra at all and is just as delicious as the salad here. When I compare food from other restaurants, even high end restaurants, and compare prices, this restaurant is DEFinitely over priced as well as being confusing on the pricing. My husband asked what the potato options were, and when the waiter rattled them all off, as well as the twice baked, my hubby chose that, but the waiter never mentioned that the twice baked would cost $4 extra. I didn't break it to him til we got home--he was already mad enough about the rolls, not to mention the rest of the problems. The owner came out and offered to give us dessert for free, My brother in law talked to the owner some more and after that, the owner took 50% off our bill. A VERY nice gesture, and even though the waiter wasn't the greatest, the family agreed to tip him for the full original amount and not penalize him for the restaurant being understaffed. Even though the owner did try to make it right and we appreciated that, most of us agreed that we won't be back--not unless we hear that things have changed. One thing it DID do: ti will be one of those family stories we can eventually laugh about someday and pass down to our kids, and it made for a good story...

Celebrated my parents 50th anniversary last night. Very happy to have the back room to ourselves and not be crammed into the front dining area. The food was great no real big issues except for my mother's prime rib being undercooked but that was quickly taken care of. The reason for writing this review is because it wasn't until the bill was brought then we noticed some discrepancies. First when the staff is upselling the customers about "upgrading" the side choices they need to do a much better job explaining. Each person kept calling it an upcharge to switch out a side to a different one. Which is completely fine, but an upcharge is not charging the menu price for the item. In that case you are just ordering an additional side plus the one that comes with the meal so it should have been given. Also, when the waitress tells an individual you can substitute the salad and get extra side of french fries you shouldn't be charging $5 for a side. In fact, all the sides that the staff stated could be substituted for was in fact a full menu charge. So again, if the meal comes with those items, they should have been served along with the full menu charge. Another outlandish charge is charging someone $5 for a side of gravy, which we were told is the charge for the french sauce that comes with the chicken french. The waitress stated you can get a side or a side of pasta. Who knew a classy restaurant charges for the sauce being used on the side of pasta that comes with the dinner! Maybe in Stafford NY people like just boiled pasta with no sauce, cause every other restaurant pasta comes with sauce. Another ridiculous charge was when my nephew asked for a side of BBQ, waitress did not inform him or anyone that a small possibly 2 oz ramekin with BBQ sauce would cost $5.00 as well. That is absurd, don't care if it's a chef made sauce or not.... frankly it should be at that establishment but being charged that much is uncalled for. So, once we reviewed the bill, we walked up to the bar area to ask if we could possibly speak to a manager. We wanted to ask some questions about the bill. So, the lady said yes, no problem, let me go find a manager and I will send them back. A few minutes go by, and the same lady who was sitting at the bar area who looked like a customer was the staff person who came to talk to us. If they are the manager, why did they say let me go find someone to come back there? Sounds more like they went to kitchen area and whoever drew the shortest straw had to come visit the most expensive table for the evening. The lady came back there and got very defensive and argued when we were asking questions about the so-called upcharge price vs menu price, the multiple sides of so-called gravy, and the additional sides that were said to be substituted. She stated that's the policy the owners have put in place, and they trained the wait staff to present and do it that way. I'm sorry if she is the manager then she needs to attend some basic customer service/leadership training because you never argue with a customer. I've been in a customer service manager position for 25 years and no matter what you never get defensive or argue with people the way she handled herself. Sorry we disturbed her from her current bar seat, I mean again basic customer service would have a manager/owner visit the largest table of the evening to see if everything went well without being called for. Then I did say to the manager that this is a horrible way to charge people and I did say maybe I should take to social media. She looked right at me and said well go ahead it doesn't matter. I see why she said that due to the numerous reviews on Yelp, google, Facebook, and more all getting reprimanded by the manager/owners in response. This restaurant has been known for the table side experience. Stop using COVID as an excuse since you do table side cesar sald, and a dessert. If those can be done the prime rib cart where it is carved table side should return as well unless hiding something with prime rib....

I travel weekly for business SAVE YOUR MONEY AND GO SOMEWHERE ELSE!!!! The prime rib we ordered was extremely underwhelming—lacking flavor, undercooked, and rubbery. It was so disappointing that all three of us could only manage a few bites. I was hoping a server would check in on us, but unfortunately, no one approached our table to ask if everything was satisfactory. This lack of attentiveness is not only poor service but also concerning, especially given that at 7:00 PM on a Saturday night, only six tables were occupied.

As someone in the service industry myself, I understand the importance of staff being trained to recognize when a customer is dissatisfied, particularly when a meal goes largely untouched. On a positive note, I will say that the appetizers and soup were excellent.

I attempted to speak with someone before leaving but was unable to find anyone available.

MY RESPONSE FROM THE OWNER WHO CLEARLY DOESN’T care about his business:

Hello Jeanette. Thank you for your email. We will certainly look into this. I am the owner and also the host last night. I do make rounds to every table, and as I did last night, when I went to your dining room, a guest was using the restroom with a child, I ran into them coming out of the restroom. I apologize I did not come and check after that, I saw no issue or sensed anything being wrong. All of our servers are trained to check back with their guests after dinners are served. Emily has been on staff here for many years, so I again apologize if that did not happen. I also do not know how you could not have found someone to vent your disappointment. I am literally the last person in the restaurant nightly as well as my bartender, last night was no exception. There was certainly someone here to speak to.

I did check with your server. She stated she did indeed check on your table. I certainly believe her for she said she had to grill up one of the steaks to someone's liking. Stating that there was a lack of attentiveness is incorrect. As well, I checked with my bartender, and she stated as you were leaving you were "standoffsish."

My response to him: Your defensive response is a clear reflection of why your business is struggling, as evidenced by the limited number of occupied tables on a Saturday night.

My perceived “standoffish” demeanor stemmed from my complete dissatisfaction with your restaurant. I also find it difficult to believe that you are a premier catering provider for multiple facilities across Western NY. Your inability to accept criticism constructively, coupled with a lack of empathy, suggests poor business practices.

I did not seek compensation or any form of reparation—only to express my dissatisfaction. As a business professional, an appropriate response would have been to acknowledge the feedback and perhaps offer a second chance, possibly with a small incentive. However, your approach speaks volumes about your business philosophy, which may explain the decline in customer traffic.

I remember a time when The Red Osier was thriving, with weekend reservations being nearly impossible to secure. Unfortunately, that is no longer the case. Rest assured, I will not be returning, and I will be sharing my experience...