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.
For Years My Neighbor Comes Home for 15 Minutes in the Middle of the Day — I Finally Dared to Take a Peek
As I hurried to my front door, I realized that I only had fifteen minutes left. I quickly headed toward the open window as soon as I thought no one was watching. I was happy that no neighbors were observing when I peered over the windowsill.
Their living area was same to all others. Mike faced away from me while holding a high-end camera. With a subtle smile, Jill turned to face him. My attention was drawn to a brief glimpse of motion near the room’s edge. Mike had my whole attention. His wife yelled, “Someone’s there!,” as our eyes locked, and I lost my breath. There’s someone looking inside!
No, no, no! I pondered. This is not possible!
With my heart racing, I hurried back to my house and secured the door. What was going through my mind? I peeked inside their house, but why? Had I caused them any offense? I thought they were going to call the cops.
The quiet was broken the following day by a knock on my door. Taking a glance through the peephole made my stomach turn. It was Mike. He pulled out a picture from an envelope he was holding. My picture. “Want to elaborate?” he inquired, seeming amused.
I admitted, embarrassed. To my astonishment, Mike grinned and extended an invitation to visit, stating that he loves Jill by taking her picture every day. I treasured their endearing custom and never looked out the window again after that day.
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