Missing Uniforms? Here's Why It Happens—and How to Prevent It

Missing uniforms can be more than just a minor inconvenience—they can disrupt workflows, delay production, and create unnecessary stress for teams. While shorting is often seen as an unavoidable part of uniform rental programs, it is usually the result of deeper operational challenges. Factors like tight delivery schedules, remote warehousing, and communication breakdowns can all contribute to missed items and delayed fixes.

The choice of provider plays a major role. According to CSCNetwork, only 16% of customers who switched to a national provider consistently received complete deliveries—compared to 53% who switched to a local provider. That gap highlights how service models directly affect reliability.

By looking at how different service providers approach these challenges, it becomes easier to understand why shorting happens—and what can be done to prevent it. Whether you are reviewing your current provider or exploring alternatives, a closer look at these underlying issues can help you make more informed decisions for your team.

High Route Density + Overworked Drivers

One of the most common contributors to uniform shorting is high route density. In large-scale operations, drivers often manage wide delivery territories with dozens of stops each day. With limited time at each location, there is less opportunity to verify orders, correct mistakes, or flag potential issues—making shorting more likely. Local providers typically operate with more focused routes. At Quintex, Route Service Reps see customers regularly and play a key role in maintaining service consistency. Their familiarity with individual accounts allows them to relay information efficiently across the team, helping ensure concerns are addressed promptly—often before they become problems.

Remote Warehousing & Limited Stock Access

Another factor that can contribute to uniform shorting is the location and accessibility of inventory. Larger providers often centralize their stock in regional distribution hubs, which may be located hundreds of kilometres away from the customer. If an item is missing from a delivery, replacements may not be available until the next scheduled shipment—resulting in delays and added inconvenience. At Quintex, service depots are located close to the customer, allowing Route Service Reps to respond promptly. This proximity enables faster resolutions, minimizes disruption, and helps keep operations running smoothly.

Lack of Personal Accountability

A lack of personal accountability can also contribute to uniform shorting. In larger organizations, service models often rely heavily on automation and volume metrics, which can make customer interactions feel transactional. Drivers may rotate frequently, and customers might not speak to the same person twice, making it harder to build familiarity or follow up on specific concerns. Local providers tend to offer more consistent service through dedicated teams. Route Service Reps are familiar with the accounts they manage and take ownership of their delivery areas, helping ensure that issues are noticed, communicated, and resolved with care. In addition, communication tools such as repair apps and dedicated email channels help ensure that service requests are tracked and addressed efficiently.

Missed Communication Across Departments

Communication breakdowns between departments can also lead to uniform shorting. In larger organizations, delivery, customer service, and sales teams often operate separately, which can make it difficult to ensure that updates or requests are passed along accurately. A change in service, a special instruction, or a report of a shortage may not reach the right person in time—especially if the point of contact changes frequently. In some cases, customers may find themselves calling a centralized 1-800 number and speaking with someone located in a different province, country, or time zone. This distance can make it harder to resolve issues quickly or get clear answers. Providers with integrated teams—whether local or regionally based—often work out of the same facility or within the same geographic area. This proximity makes it easier to share information and respond to service needs in real time, reducing the risk of shorting caused by miscommunication.

Improve Delivery Consistency

Uniform shorting does not have to be a recurring issue. While no system is flawless, there are practical steps businesses can take to reduce the likelihood of missed items and improve overall service consistency:

• Understand the Provider’s Structure
  Ask how deliveries are managed. Are routes concentrated and supported locally, or spread across wide regions with limited oversight?
• Track What You Receive
  Even a simple checklist of expected items can help identify patterns and support conversations when something goes missing.
• Establish Clear Communication Channels
  Having a reliable way to reach your service contact—whether it is a direct phone line, email, or consistent driver—can make it easier to resolve small issues before they become larger ones.
• Watch for Red Flags
  Frequent changes in drivers, vague responses to concerns, or delayed follow-ups may signal deeper service challenges. Consistency in personnel and process often reflects reliability in delivery.

Shortages can disrupt workflows, delay production, and create unnecessary stress for teams. Often, they are the result of operational challenges—tight delivery schedules, remote inventory, limited accountability, and fragmented communication. These factors may not always be visible, but they can significantly impact service reliability.

When service teams are closely connected to the businesses they support, and operate with clear communication and local resources, shorting becomes far less frequent. Choosing a provider with a responsive, community-based approach can help ensure consistency where it matters most.

Looking to improve consistency in your uniform program? Contact our team, and experience the difference.