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.
WATCH : Taylor Swifts Utter Disrespect For Celine Dion
Taylor Swift made history at the 2024 Grammys, becoming the first person ever to win “Album of the Year” four times. That came when her album Midnights, reIeased to much fanfare in 2023, took the top award. Not everyone was fawning over Taylor, however, with some on social media expressing their displeasure with how, in their view, rudely she acted when she accepted their award.
Essentially, they argued that Ms. Swift should have done more to show her gratitude to Celine Dion, who presented the award to Taylor despite having been diagnosed with an incurable neurologicaI disease called stiff man syn drome. To many viewers, it appeared that Taylor ignored Dion when accepting the award despite Dion’s difficulty in being on stage.
For example, one commenter on Fox News’ post on Facebook about Taylor’s Grammys win wrote, “Good for her but she should absolutely be ashamed of herself! She walked on stage, took the Grammy from Celine & dismissed her like she was no one! Celine Dion is battling a disease & I’m sure struggIed to even show up! I felt so sorry for her & the way she was treated! Somebody, please teach Ms. Taylor some manners!”
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