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 introduced my five-year-old daughter to the man I’ve been seeing – she yelled the first time she laid eyes on him.
When Jessica introduced her daughter Emma to her boyfriend Alex, she expected a warm welcome. Instead, Emma screamed in terror, convinced by her father’s warnings that Alex was a threat who would take her away forever.
I never imagined it would turn out this way. The sound of my daughter, Emma, screaming for help still rings in my ears. It was supposed to be a happy day, the day I introduced her to Alex, the man I’d been dating for over a year. But instead, it was a disaster.
Alex and I met at a charity event. He was charming and kind, always ready with a smile or a joke. We clicked immediately, and our relationship grew strong. We were serious, and I knew it was time for him to meet the most important person in my life – my daughter.
But I was scared. My divorce from Tom, Emma’s father, had been rough, and I worried about how she’d react to a new man in our lives.
Tom and I had shared custody of Emma. He usually babysat when I was out with Alex. Tom had already met Alex a few times and didn’t seem to have any problems with him. Or so I thought.
I spent days planning the perfect introduction. I made Emma’s favorite brunch – pancakes with strawberries and whipped cream. I even bought a new dress, wanting everything to be perfect. Alex arrived right on time, holding a gift and wearing his most welcoming smile.
“Hey, Alex, come on in,” I greeted him, my voice shaking slightly.
“Thanks, Jess. I’m excited to finally meet Emma,” Alex said, handing me the gift. “I hope she likes this.”
“She will,” I replied, hoping it was true. “Let me go get her.”
I walked to the bottom of the stairs and called out, “Emma, sweetheart, can you come down here for a moment? There’s someone I want you to meet.”
I heard the sound of little feet running down the stairs. As soon as she saw Alex, she stopped dead in her tracks. Her face went pale, and she looked terrified.
“No! Mommy, please, no!” Emma screamed, tears streaming down her face. She ran to me, hiding behind my legs. “Don’t let him take me! Please, Mommy!”
I was stunned. Alex looked as confused as I felt. I knelt down to Emma’s level, trying to calm her down.
“Emma, honey, it’s okay. This is Alex. He’s a friend,” I said softly, stroking her hair.
“No! He’s bad! He will take me away! I don’t want to go!” she sobbed, clinging to me tightly.
“Why do you think he’ll take you away?” I asked, my heart breaking at her fear.
“Daddy said he will! Daddy showed me pictures and told me to run if I ever see him!” Emma cried.
I felt a surge of anger and confusion. Tom had done this? Why would he scare her like that?
Alex knelt down beside me, his face full of concern. “Emma, I’m not going to take you away. I promise. I just want to be your friend,” he said gently.
Emma didn’t respond. She just cried and held on to me tighter. I stood up, holding her in my arms, and turned to Alex.
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