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 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
We are very happy with the speed quality and standard of service. We prefer to buy from a small independent family business. We value the service and the quality of the goods being sold.
An interesting read. I think you should stay just as you are, I delight in receiving your very carefully wrapped packages with that personal touch and I am happy with the timeframe for delivery which in my opinion, is timely from point of order and certainly not excessive. Speed does not always achieve that personal touch in a busy world. Keep up the great service with the excellent coffee you provide – I’m a firm convert and now order from no other company than you! London to East Yorkshire in 3 to 4 days is spot on.
Human beings at the Algerian Coffee Stores are fulfilling our orders not machines like Amazon. I’d prefer to keep it that way. The desire for speed and convenience has proved to have devastating consequences for jobs pretty much everywhere. Please keep doing what you’re doing. You don’t have any serious competitors so you must be doing something right. Exceptional coffee, incredible choice and reliable delivery (if one can’t make your shop before running out). Thanks for not blindly following the trend.
I’ve been buying coffee, tea and the occasional confectionery items from you for almost 20 years now. Your delivery times remain unaltered and for me as an individual it’s perfectly quick enough, though Royal Mail is the main holdup as the 48 seldom means a 2 day delivery now.
I buy from you for the quality of your produce with a personal touch. I always looked forward to my parcels hand tied with string.
I suggest that customers who want next day delivery are asking you to correct their lack of forethought. Personally, I put my orders in long before the beans run out.
Hay if they don’t like the individual service you guy’s give they can always go to a supermarket ….
Stay just the way you are! You aren’t an Ocado or Amazon behemoth but you still manage to turn round my orders quickly and accurately. Thank you for the great service.
Marisa, your shop must be almost unique these days and long may you and your team continue to supply coffee, tea and confectionary with your personal touch. Please don’t let people like the customer you quoted discourage you — somehow, I don’t think you will.
Hello Marisa
It really upset and angered me to see the responses you have had from sections of society that have clearly no conception or appreciation of the exceptional service & the sheer quality that you provide. Surely good things are worth waiting for. All I can say to these people is that I have been a customer for over 50 years now and have NEVER EVER been let down by your team. There is no one quite like you guys; please never change and know that I thank you all from the bottom of my heart.
Stephen
Don’t bow to pressure. Your service and quality of products are second to none. I realise how each order is packed carefully as the packaging is so good. I live in Northern Ireland so delivery times are even longer for me. What I’d ask customers who want a faster delivery service is why?? They need to plan ahead. You offer a repeating delivery service which should surely suit these people. Problem is your coffee is so delicious that customers just can’t wait !!!
Hi Marisa
Lovely post from you.
Your team do a fantastic job and your coffee is second to none. There will always be a premium to pay for individual service and I am happy so
don’t change a thing.
Stay as you are please – your coffee and service are excellent – thank you.
Love this insight 🤍☕️