I’ll summarize it this way: new vs. used clothing. Some customers will bring used clothing and ask that something be embroidered upon it. An embroidery machine is an expensive of capital equipment. Proper maintenance is required. New (clean) clothing is free of any lingering dirt or detergent powder that can damage the equipment. If you let a mechanic put used oil in your car, it would probably work, but probably not for as long as if you tended to it properly.
Plus, if a client is bringing us used clothing, it is patently obvious that image is not that client’s top priority. We are just not going to be the right fit as a vendor.