Reply from Uniform AdvantageAug 26, 2026
Dear Valued Customer,
We sincerely apologize for the experience you have had with your July 29 order. We understand that, as a business relying on uniforms for your team, timely fulfillment, accurate information, and consistent communication are essential. In this instance, we did not provide the level of service or communication you had every reason to expect from Uniform Advantage.
Our network interruption began on August 5 and affected multiple systems involved in order processing, fulfillment, embroidery, and customer service. Early in the interruption, we anticipated that functionality could be restored within approximately 72 hours. Unfortunately, the scope and duration of the interruption proved to be significantly greater than initially expected. We recognize that the changing timelines and inconsistent information you received from our representatives only added to your frustration, and we sincerely apologize.
We also acknowledge your concern regarding the timing of our customer communications. We initially contacted customers whose order information was accessible to us; however, the interruption significantly limited our access to customer and order data. We recognize that this resulted in some customers waiting far too long for proactive communication, and we understand the impact that had on your confidence in us.
Our systems are now partially restored, and we are carefully bringing additional functionality back online while ensuring that our systems are operating properly. Our distribution teams are also working through the backlog of impacted orders in the order they were received. We understand that a $20 gift card does not make up for weeks of uncertainty or replace the embroidered scrubs you have been waiting for. It was intended only as a gesture of our appreciation for your patience during this unprecedented interruption.
We also understand your concern that our websites continued accepting orders. We considered pausing new orders; however, many customers still wanted the ability to place their orders and wait for fulfillment. We continued accepting orders while providing notices regarding the delays so customers could make that decision before ordering.
For more than 40 years, customers have trusted Uniform Advantage to provide the uniforms they depend on, and we recognize that this experience has affected the trust you placed in us. This prolonged interruption is not representative of the reliability or service we strive to provide, and we know rebuilding that confidence will take more than an apology.
As our systems and operations continue to be restored, our focus is not simply on returning to normal—it is on earning back the confidence of customers like you through reliable service, clearer communication, and the experience you should have received from us from the beginning.
We are truly sorry that we let you down during this experience and hope we have the opportunity to regain your trust.
