I am a more or less frequent customer at Bistro Aix. Generally speaking, the food has been good to outstanding. The moules & frites, ahi tuna and creme brulee are among Jacksonville's best. Although noisy inside, I also like the overall dining ambiance which offers the choice between open kitchen bar dining, and several types of tables, including a neat outside dining area. The cocktails are excellent and the wine choice is satisfactory.
It has been almost a week since we tried to have a New Year Eve dinner at Bistro Aix. We made reservations through Opentable and confirmed via phone. To be completely fair, Bistro Aix doesn't take reservations, but books preferred seating. Anyway preferred seating booked well in advance online, confirmed the old fashion way should give you a shot at a table within an hour or so of the agreed time.....even on New Year's Eve. Not at Bistro Aix.
We arrived on time and were given a 45 minutes expected wait time. 25 minutes later it was still 45 minutes. Now we understand things can get out of control and we were willing to accept that if only the festively dressed lady in charge of seating would have apologized or offered some kind of solution. No hint of an apology or creativity towards a solution was offered though.
In the beginning of this review, I intentionally used the word "customer". Although my experience with the food at Aix remains positive (we didn't get any on New Year's Eve...), the overall customer experience last week was absolutely unacceptable. Dining is not only about food. Too bad that Aix has forgotten the basic principles of customer service.
Interestingly enough, we experienced the opposite at another successful San Marco establishment earlier that evening. We were drinking a cocktail, and a couple with (honored!) dinner reservations had to leave urgently for an emergency 10 minutes after they arrived While they were waiting outside on transportation, the waiter brought them two glasses of Champagne (the real stuff). The proof that success doesn't have to lead to poor customer service.
Unfortunately, my New Year's Eve experience still leaves a bad taste in my mouth. 2010 will be Aixless for us.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.