Jennifer Jensen from Texas celebrated her 30th birthday in New Zealand, immersing herself in nature. She brought a raincoat that soaked through in heavy rain. She recorded a complaint video that unexpectedly went viral. The famous clothing brand had to respond, and they did it in a way that exceeded expectations
“I bought this ‘rain jacket’ a couple days ago,” she started the video, revealing she had purchased the jacket specifically for its supposed waterproof capability, “I’m 100% sure that it’s raining outside, and I’m soaking wet.”
Pausing to showcase the picturesque scenery of New Zealand, she conveyed that her intent wasn’t to seek a refund. Instead, she had a unique request for the brand, “redesign this raincoat to make it waterproof and express deliver it up to the top of Hooker Valley Lake in New Zealand where I will be waiting.”
The complaint video quickly went viral, reaching over 11.6 million views and numerous comments. Audience pointed out the conspicuous silence from the famous clothing brand. However, the brand’s silence was broken with an epic marketing video.
In response, the brand shared a video on their TikTok page, revealing a staff member (skiier Jossi Wells in disguise) retrieving a red jacket from a local store in New Zealend. The video then showcased the employee boarding a helicopter to meet Jensen and deliver her new jacket.
The caption read, “We were busy express delivering Jenn her jacket at the top of the mountain. Thanks for the help, Jossi!” This post garnered over 4 million views and thousands of comments, including a delighted response from Jensen, “You guys definitely came through for me. We’ll give the new jacket a shot on my next rainy day hike,” she expressed.
Jennifer said she doesn’t understand why the first jacket didn’t function properly and wondered if it was just a ’one-time product malfunction’. “I made that short video thinking only my best friend would see it because I didn’t have a lot of followers at the time. I never imaged it would go viral and I didn’t post it expecting it would get any traction,” she said.
“I’m not an influencer and never set out to be one. I was just trying to make an unfortunate situation funny and lighthearted. I’m glad the company reached out to make amends for the customer experience let-down. It was a very fun and unexpected adventure.”
Later, Jennifer shared that she had already tested the new jacket on a rainy day, and it kept her dry for 8 miles.
This video has won the hearts of people worldwide. But even small companies can approach service with passion and pleasantly surprise their customers.
I Was the Only One Who Went to My Grandma’s Birthday Brunch — After Seeing Her Tears, I Taught My Family a Lesson
My story begins badly but ends on a positive note. It’s about my Gran-Gran, the sweetest lady alive, who raised me and my brothers during our parents’ divorce. Ahead of her 83rd birthday, she surprised us by organizing a brunch at her place, despite her deteriorating health, making her own bread and pastries, and sending handwritten invites.
On her birthday, I arrived 10 minutes late to find her cleaning up alone. She admitted, “Sany, you aren’t too late, no one bothered showing up on my birthday. But it’s okay, sweetheart. I know everyone is busy.” My heart broke. Everyone had promised to be there, but none showed up. I hugged her and decided to take action.v
I lied to my family, saying Gran-Gran had fallen and was in the hospital, convincing them to send money for hospital bills. I collected a significant amount and used it to book a trip for Gran-Gran and me to a beach resort she’d always wanted to visit. We spent a week enjoying the sun, the sea, and each other’s company. I shared the trip images on social media, tagging all our family members.
When we returned, Gran-Gran was glowing. “Thank you for this, darling. It’s been the best week of my life,” she said. From that day on, my family never missed another event. They showed up for every birthday, holiday, and Sunday dinner. Every time I saw Gran-Gran’s happy face, I knew it had all been worth it. Do you think I overreacted and took things too far?
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