{
  "id": 8172979,
  "title": "Small business pays the price for home delivery boom",
  "url": "https://urgent.news/2026/09/18/small-business-pays-the-price-for-home-delivery-boom",
  "topic": "business",
  "section": "Business",
  "published": "2026-09-18T04:37:00.000Z",
  "source": {
    "name": "IOL",
    "slug": "iol",
    "url": "https://iol.co.za/business/2026-09-18-small-business-pays-the-price-for-home-delivery-boom/"
  },
  "original_language": "en",
  "account": "When Ayla Futter's family took over Hava Java, a small café near Johannesburg in March 2024, they inherited an established business with a steady customer base. But within a month, Futter reported a 30% drop in sales, which she largely blamed on fewer people visiting the shopping center as home grocery delivery became popular. \"It's purely the lack of foot traffic,\" she said. Hava Java typically attracted pensioners who would shop and then stop for coffee, breakfast, or cake. However, since deliveries started, that foot traffic fell dramatically, and it has taken time for the business to recover. Over two years later, sales have not returned to their previous levels. A larger grocery store had once occupied the same location but did not offer delivery services. The rapid growth of home grocery delivery is evident in Shoprite Holdings' 47.7% year-over-year increase in sales, now totaling R18.9 billion. Other major players like Pick n Pay and Woolworths have also seen significant growth in their online and on-demand services, with online sales now accounting for 7.3% of South African food sales. This boom in home deliveries has had a ripple effect on surrounding businesses. A 2026 study in Pune, India found small shopkeepers reporting declining sales and foot traffic as online shopping grew. The study, covering 20 consumers and five shopkeepers, also noted retailers responding by adopting digital payments, social media marketing, online ordering, and delivery services of their own. For Hava Java, adapting has meant seeking out new customers who don't primarily shop for groceries. The café has targeted professionals from nearby businesses looking for a place to meet, work, or enjoy coffee. They've also secured a liquor license, rebuilt their bar, and expanded into evening trade. Late lunches, after-work drinks, and weekend cocktails have helped boost evening trade and alcohol sales. However, rebuilding the business has been costly. Futter, who hasn't drawn a salary for about two-and-a-half years, has instead reinvested every penny into enhancing customer experiences. \"Every little bit that you do get in is constantly pumping into what can we do to make it better? What can we do to make it grow more?\" she said. The café relies on personal interactions and the knowledge of regular customers, as Futter explained: \"They know us, we're interacting with them. They know the waiters know their regular orders.\" For a small business that can't compete on price with larger players, Futter believes competing on customer experience is crucial.",
  "summary": "The home grocery delivery boom has been a success story for major retailers, but one small café says the loss of shoppers walking through its centre wiped about 30% off its sales within a month.",
  "key_points": [],
  "editors_take": "The home delivery boom is forcing small businesses like Hava Java to adapt to changing customer habits, with those that can't compete on price focusing on customer experience to survive.",
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}