For me it's not about the time. It's about the perceived effort. I'm sure I could wait easily twice as long if the staff are doing their best than I could if they were just standing around.
I've waiting what seemed like an eternity before while about three staff at a food outlet were trying to get an eftpos machine working. They restarted it, changed the paper, unplugged it a few times, each time taking a while to restart. I was quite happy to wait as the delay wasn't directly their fault and they were doing everything within their power to rectify the situation. They apologised for the delay and I quite cheerfully said said no worries, not your fault.
When the delay is quite clearly the result of the staff neglecting their duties, it should be the cause of some angst. It defeats part of the purpose of buying coffee when you can probably grind the beans and percolate your own cup in the time you have to wait.
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