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
Marisa, please don’t change! I think maybe people are beginning to realise just how much we have lost by allowing Amazon, eBay and all the others to devastate our high streets.
It is always a joy to visit the shop, which I do every time I come up to London, and if it’s busy, great! More time to enjoy the atmosphere and see what you have on the shelves.
If people want instant service, tell ‘em to drink instant coffee.
Good things are worth waiting for!
Hi folks,having been a customer for a number of years now,I have no complaints at all about the quality of the goods purchased or the service provided.
Thank you.BB…
I totally agree with your point around speed of delivery. I know that from placing an order for my coffee to receiving it I should allow 3 or 4 days, and that’s fine with me. Most of use don’t really need stuff the next day, it’s just something we have become used to. Great coffee shouldn’t be rushed!!
your service is fine by me – I choose the coffee fill in the form and it arrives perfectly – I certainly don’t need it the next day and it is thrilling to think it is being packaged and prepared by the guys in the shop – just like when I used to come in after laving lunch in The Groucho and pick up two bags of cofee to take home – the smell and aroma wafting all the way home – do not change!
Totally happy with the time it takes to receive my orders – I just make sure I order at least 5 days before my supply runs out!
Please don’t listen to those complaining customers !
One of the many reasons I (and so many others) love the Algerian Coffee Stores is precisely because it is a small, friendly, family business – with all that implies.
(Oh – plus the fact that the coffee is truly wonderful).
Please – never, ever change !
I understand everything you say. Next day delivery is an unnescessary luxury. I buy stuff from a number of smaller businesses by mail order. My experince is that Royal Mail 48 hour delivery is pretty unreliable. You might like to look at other couriers. I have also had some poor experiences with Evri. There are others but I don’t lnow how prices compare. I hope this helps.
As a walk in customer I don’t have experience of waiting for deliveries but I do value the small business experience of friendly and knowledgeable staff and low prices.
A big part of the appeal is that you are a small business and that the store has been there for so long. It is so nice to visit a store without corporate branding and with such a variety of coffees which are measured out in front of you and bagged as you wait.
No other coffee store has what you have to offer. Don’t become a wharehouse
Perfectly happy with the delivery time. As a regular customer we always order as we open the last bag and new order is always delivered before we run out. Doesn’t take much organisation to do this however busy we are. Please don’t change !!
Horay for small businesses! I live in Cornwall, where we delight in, and benefit from a more gentle lifestyle. Altho we are surrounded by sea, no-one expects next day delivery. If it is rough weather, we wait for our fresh fish! I don’t have, or want a smart phone. At 82 i can remember the slower lifestyle, and caring more for how we live our lives!
I agree wholeheartedly with you Marisa. Keep doing what you’re doing.
I don’t live in London anymore but I still love to hear from the Algerian Coffee Stores and remember fondly the days when I could pop in during my lunch break and buy your wonderful Boston beans.
The world is completely crazy these days and people have either forgotten that life used to be simpler or they are so young, they don’t know that it used to be better.
Are we any happier when we have immediate gratification all the time? I don’t think so. It’s just making everyone very stressed and very grumpy and I’m sorry to hear that any of your customers are complaining about your perfectly efficient service.
Keep doing what you’re doing and don’t change too much with the times.
With all best wishes.
Mary
Personally, yes the service is a bit slower than online retailers of fast food deliveries, but the product is so much better. Its a valid response that if a particular coffee is really wanted then how difficult is it to think ahead? There are other things to take into account other than speed. Quality, price, and the profitability of the business so that it can survive. I’ve forgotten how long I have drunk your coffees. Fourty years or more. Your are doing really well to survive, and maintain the range and quality of your offer.
Hello. Your online service to me has always been superb. I look forward to my annual visit to the Aladdin’s cave that is your shop.
Thank you.
As I live only 12 miles away from the Stores it is an immense pleasure to personally come down to get my coffee, I always feel rejuvenated after a visit.
Recently I had a heart problem which has stopped me from physically travelling to Soho. Even so I haven’t ordered online, I’ve sent my son or daughter to get my coffee beans. They absolutely love to do this ‘favour’ for me.
The only time I used to mail order was just after the pandemic when again for health reasons I couldn’t get out and about. Then I used to order my coffee when I was on my last bag thus ensuring I wouldn’t run out. But please carry on regardles, when we desire something so wonderful and precious we should be patient and savour the wait not least the taste.
Good health to you and all your staff. You don’t realise how much happiness you spread!
Thank you.
I am quite happy with your service and understand you cannot be the same as Amazon. You have a great product and it’s worth a couple days wait. Amazon may be quicker than you but they cannot equal your quality. Keep up the good work.
Never had a complaint about your delivery times Always more than impressed with the service you deliver. Good product is definitely worth waiting for. Keep doing what you’re doing .
I’m more than happy with your delivery times. I frequently order over a weekend and have delivery by end of following week. If you keep an eye of your coffee stocks it’s not difficult to order in time. I have been buying mail order from you for over 20 years and never had problem. So disregard the clamour for next day delivery and keep on as you are, efficient, personal, and quality service.
Fully agree with you, having recently discovered the wonders of making espresso on a 20yr old gaggia classic that I repaired from a non-working model on ebay, I am now a firm lover of coffee, made without a pod or a capsule, the whole ritual from grinding the beans to tamping the grounds and watching the black gold trickle from the portafilter, it truly is catthartic and i get you that we seem to need the dopamine hit from next day and waiting for something, like your wonderful bags of coffee( well only 2-3 days) but the anticipation as i try a new blend every month is what we need. I feel truly blessed to have found you at the height of my coffee hobby! and you add to my enjoyment especially opening a new red heat sealed bag and the anticipated aroma …. carry on as you are – long live ACS!
Just keep on doing what you’re doing, it works just fine. You’ll never be a Starbucks, thank goodness. I just hope you guys can continue to survive as a family business in a soulless, dog-eat-dog world. I’m amazed that you’re still on Old Compton Street when all around you has been gobbled up by capitalism.