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.
Poor Old Lady Rejected in Business Class Until a Photo of a Little Boy Falls from Her Handbag
An elderly woman named Rhea longed to reconnect with her son, so she decided to fly in business class, hoping to get closer to him. On the day of her flight, she felt nervous as she boarded the plane and took a seat among wealthy passengers. Wearing her best but worn clothes, she stood out, attracting disapproving looks from those around her.
Once seated, a man beside her noticed her and reacted with disgust. He called a flight attendant, complaining about her presence. Other passengers joined in, expressing their desire for Rhea to leave, claiming she didn’t belong in business class. Despite their harsh words, Rhea remained calm and told herself that things would get better, even as tears streamed down her face.
Feeling humiliated, Rhea decided to leave and began gathering her belongings. As she stood up, she stumbled and fell to her knees, scattering the contents of her purse. Instead of helping her, the man beside her stepped back, but an elegant older woman came to her aid, kneeling beside her.
The atmosphere shifted as the woman picked up a photo of a young boy from Rhea’s bag. Rhea shared that the boy was her son, whom she had to give up for adoption when he was five due to financial struggles. She had been searching for him for years and had finally learned he was now a pilot. To be closer to him, she saved money for this flight, which she saw as a birthday gift for herself.
As Rhea spoke, the passengers listened, and many were moved to tears. The mood in the cabin changed, and those who had mocked her began to feel ashamed. After sharing her story, Rhea gathered the courage to meet her son, who was piloting the plane.
When he announced over the intercom that his mother was on board for her birthday, the passengers applauded, and those who had previously criticized Rhea apologized. Finally, after years apart, Rhea was reunited with her son, Joseph, embracing him tightly.
This story teaches us the importance of kindness and perseverance. It shows that standing up for others can change lives and that never giving up on what matters most can lead to beautiful reunions. Share this story to inspire others and brighten their day.
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