Shipped By Small Teams - Not Warehouses.
In the ever-changing landscape of retail — where independent shops are dwindling and speed seems to trump everything — a question crossed my mind this week:
Should small businesses try to keep up with the retail giants, or should consumers be encouraged to slow down and appreciate a different pace — one that doesn’t involve doorstep deliveries within hours?
Not long ago, I had a conversation with a customer who felt our service was too slow. Their order was dispatched within 24 hours and delivered 48 hours later via our Royal Mail Tracked 48 service. In total, it took three working days — the order was placed on Monday, delivered on Thursday.
To them, that wasn’t fast enough. They felt that in today’s climate, we should be matching companies offering next-day delivery.
It’s not the first time I’ve heard this, and I doubt it will be the last. But it did make me stop and think:
Have we lost sight of the effort and dedication that small businesses put into every single order? Have we come to expect all businesses — regardless of size — to keep pace with a 24/7, fast-delivery culture?
Behind those quick deliveries from big retailers are enormous teams, automated systems, and dedicated delivery networks. They own the infrastructure that allows them to move mountains in hours. Most small businesses, however, work very differently.
For instance, we don’t have a warehouse. Every order is picked, packed, and processed from behind the counter of our small shop. If you’ve visited us, you’ve probably seen the bags lined up along the back shelf — those are your orders, waiting to be shipped. We have a high volume of orders to manage daily. While we’re fulfilling online orders, we’re also serving in-store customers, restocking, answering questions, and doing the hundred other jobs that come with running a small business. We are a small team, and our fabulous team work incredibly hard to get the job done, every day.
And yet, we still process and dispatch most orders within 48 hours — just as we promise on our website. Delays only happen around Christmas or when we’re waiting on stock, and even then, we communicate clearly. We use Royal Mail Tracked 48 — which is not a guaranteed timeframe — but often, expectations now are for same-day dispatch and guaranteed 48-hour delivery.
We were told that as our business grows, our service is “declining.” But the reality is: growth doesn’t always mean more resources — at least, not overnight. Yes, we’ve heard the advice:
“Get a warehouse.”
“Hire more staff.”
“Work longer hours.”
And while all of those are valid ideas, they come with hefty costs — ones we can’t absorb without raising prices. They’re things we may consider for the future, but they’re not simple switches we can flick on. And we do not own the building that we are in, that still comes with a sizeable rent that increases, and hefty council rates.
So, here’s the big question:
Should small businesses bow to pressure and adopt the same standards as giant corporations — even if it means compromising their identity, sustainability, or personal touch?
Or should we, as consumers, take a moment to rethink our expectations?
It might be time to slow down — to go back to a time “BA” (Before Amazon), when 3–5-day delivery was the norm, and faster service came with a premium. Even some of the biggest companies don’t offer guaranteed next-day delivery without a fee. Yet we’ve become so used to instant gratification that anything slower can feel like poor service.
As someone who shops online often (because unfortunately I don’t have opportunity to wander the shops), I get the appeal of quick delivery. But I also understand what goes into getting a package out the door.
Let’s not forget what small businesses really are: behind every parcel is a real person — not a robot, not a massive warehouse, just someone (or a small team) working hard to make things happen. Juggling the demands of running a business, often on top of family life, can be overwhelming. It’s no surprise that some small businesses hit breaking points.
That’s why they need our support — not just our orders, but a little more patience, kindness, and grace. Because behind every “out of office” message or slightly delayed package, there’s a story. And that’s something worth supporting.
Comments
I am more than happy with your delivery times – and everything about Algerian Coffee Stores. I don’t ever see it as a long wait, and am always impressed how quickly you fulfil the orders, as I have been to your shop many times. More to the point, your lovely tea and coffee are very much worth ‘waiting’ for – if 2 days can be considered a wait.
My only hope is that you keep going exactly as you are. Thank you for what you do! Many of us really appreciate it.
You’re doing fine, we love you as you are. I always visit the shop when I can, the atmosphere and the people are wonderful, the location ideal – you firs, Lina Stores then a drink (or two) at the French. A perfect afternoon! I’ve been a bit less mobile lately and used your postal service, which is fast enough for me, but I’ll be down in person soon!
Goodness, Marisa, you touch some raw nerves there!
Algerian Coffee Stores has supplied me with coffee and tea since I lived in Northern Ireland and loved receiving the brown paper parcels. For the last twenty-five years, I have lived in London and by virtue of visiting the shop to buy, have come to admire and love your family team business.
Now being familiar with the incredibly tight space you all work in, I am never less than amazed that your brilliant (and possibly bruised) staff sustain their energy, patience, quality service to customers, and cheerfulness. They are on the same level of excellence as the tea, coffee etc that you sell; and it is a great credit to you, Daniela and your father that you provide such inspiring role-models. Especially taking into account the burden of rent and rates to which you allude, it is a miracle that the business survives in today’s world of online retailers all jostling in an endless carnival of cliché and facelessness.
I am taken aback by the complaint you allude to about a three-day wait for a parcel. This says a great deal more about the person who said it than about ACS, the important things it stands for, and how it operates. Amongst the in-person and postal customer following you have built up I’m sure it’s a discordant and untypical voice. I imagine that the vast majority of your customers love the range and quality of what you sell; the personal touch of the wrapping of parcels (still brown paper); the charming yet dynamic atmosphere of the shop, and its warm and lovely coffee smell; the foxy dance moves involved in getting to the counter; the deliberately-retained bits of history; and the delightful experience of doing business with real people not a corporation.
I think that in the ever-faster and ever more faceless shopping environment we are all drawn into, there remains a vital place for the more human, caring, characterful, quirky lovableness of retailers like Algerian Coffee Stores. I certainly hope so! With world coffee prices as high as they are, the challenge to you, with all the other overheads and all the voracious online competition, is daunting. I think we all realise that. But if quality and attitude to business such as you all represent were to disappear, we would all be the poorer.
You could try to compete with the bigger places but you’d probably be very unhappy destroying your soul like that. You, and the business, would change and not for the better. You wouldn’t have the money to become Amazonesque, and you’d end up stuck in the middle of mediocrity trying to be something your heart is not in. So stuff that. I love the idea a person looks at my order and then goes and grinds it for me. Just for me. Then it arrives in the post. Perfect. You do what you say you are going to do. A consumer can make a choice about that. Is your coffee worth waiting a couple of days for? Hell, yes. Other people have different views but they are wrong. You don’t need them as customers.
At my business, we love your coffee.
We order in advance of running out, so we always have fresh coffee – and I think your service is excellent.
Would much prefer to wait an extra day than deal with a faceless company that doesn’t have the same passion about their coffee.
Please carry on as usual!
I agree completely with this thinking. I treasure that you are a small business with real people on the end of my order who will always help with a delivery if needed or solve a query as opposed to hours of effort from me to wade through bots & trackers, I take responsibility for placing my order with enough time to get my coffee before I run out. The delivery issue reflects lack of preparation by the purchaser & lack of care for the environment in having single deliveries. With many thanks to you all.
We love the service from your shop and the service we got around the pandemic. Also due to health issues I don’t get to the shop as often so greatly appreciate your on line service . Coming from a family which ran a small business I greatly appreciate all you do.
I’d happily wait even longer for an order to arrive. What you do and how you do it is appreciated, valued and necessary. ❤️
P.S. You’re still my favourite shop in London (probably the world), even though I now live in Wales.
Please don’t change anything, I agree with everything you say, speed is not the answer. Slow down and smell the coffee ☕️
Small Team = What I Believe In = Human Touch.
When I was scrolling down CNN years ago…5 or 6+?! I found by chance- a genuine, quaint, small business article with a touch of realness, a charmy cute picture of a storefront (!!), and what I thrive to support- Small Business!! I fell for supporting Algerian!! I live in the United States, so Royal Mail takes like 16/20+ days. Its not a quick turn around for me and I will love the wait! Yes I will! And I am so grateful that story was there, that day, because it represented an old school vibe for me; people with patience, knowledge, heart, family….a Connection- what this generation is missing out on sadly. I am thankful for that article, without it I would be missing out on a friendship Algerian created!! With a Full Cuppa, I Am Grateful for slow times, just like drip coffee :) Cheers Algerian!!
Don’t change!! Please don’t change, your mail order turn-round time is fine by me, you provide a great service and great products. I much prefer to deal with a family firm like your’s, with cheerful people behind the counter and such a friendly atmosphere. I’ve been a customer since the early 1980s, and a regular customer since 2013 when I moved from Ireland to take up residence here. Long live the Algerian Coffee Stores!
I have been buying coffee from you since 1976 and since 1980 buying online
I have been consistently surprised at the speed that my orders with you are delivered and glad you still use Royal Mail
Don’t be pressured by your ultra impatient customers
Stay the way you are
We love you
I am very happy with your delivery times. It’s easy to put in an order before you run out of coffee
Don’t get a warehouse, hire more staff or increase your hours. Keep going just as you are. A delay in an online order if necessary is absolutely fine. Your coffee is superb.
I absolutley love this coffee store.
I spent sooooo much money shopping around and permanently being left dissapointed with inferior coffees.
Not the case with algerian. Won’t shop anywhere else now, spoilt for choice
Please just keep doing it the way you always have. I have always received my order quickly and efficiently. in all the years I have been using you and I appreciate how busy you are you have never made a mistake. I would suggest the people who complain should relax with a nice espresso and organise themselves a bit better. Please don’t change. Rob
I fully endorse your comments about supporting small businesses. Customers should understand that it is not like a large impersonal business. People should take responsibility for themselves remembering to order Iin a timely fashion. have been very satisfied with your delivery system, almost always to time and I live in the far north of Scotland.
Bought your night-time blend last order, it is lovely and aromatic as well as delicious.
A thought provoking blog. I’m with you. I have a simple solution for when I’m ordering from you and other small suppliers.I plan ahead and place my order a few days before I need the delivery. It’s simple and it works.
Delivery is fine. Don’t become too big a company.
Please don’t worry or change your ethos – a normal service of 3 days is perfectly acceptable. If you change to satisfy the complainers you would have to increase your costs – not something most of us want. Even Fortnum&M are 3 days via Royal Mail. Stay strong and lovely. Best regards William