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.
A Hidden Room, A Dark Secret: What We Uncovered Forced Us to Leave Our Home
We had no idea that our recently acquired dream home would completely upend our life until we discovered a hidden area. We had to move out as a result of what we discovered inside, but we had no idea that this nightmare would bring about an unforeseen turn of events.
I never imagined that I would wake up in a horror movie, yet that is exactly where I am. For years, Jack and I had been saving money to purchase our first house. I was ecstatic when we eventually received the keys. We immediately got to work on the improvements, with me leading the way while Jack concentrated on his task.
“Liv, you sure you’re okay managing all this?” The night before the renovations started, Jack inquired. Encircled by boxes, we reclined on our air mattress that we had borrowed.
I rolled my eyes. “I can handle this. Mr. Big Shot, you put your work first.”
Jack laughed and drew me in. “All right, all right. Just don’t enjoy yourself excessively without me.”
Everything was normal on Tuesday morning, until it changed. As I was enjoying my coffee and browsing through my phone, Carlos, the leader of our renovation team, contacted me.
He exclaimed, “Olivia, you gotta see this.”
Curious about what they’d discovered, I strolled over. Carlos gestured to a piece of the wall they had recently demolished. There was a door there, concealed by years of paint and drywall.
I said, “What do you think it is?”
Carlos gave a shrug. “I have no idea. Would you like to open it?”
I reached for the doorknob and nodded. I opened the creaking door and looked inside. My enthusiasm soon gave way to fear. Shuddering, I slammed the door shut.
“What’s wrong?” Carlos enquired, his expression filled with worry.
I was unable to talk. Reaching for my phone, I punched in Jack’s number. He detected the third ring.
“Hi Liv. What’s going on?”
“Jack, you must return home. Right now.”
“What? Why? Is everything in order?
Taking a deep breath, I tried to control my voice. Something was discovered inside the home. You must view it.
Jack didn’t dispute, so he must have heard the panic in my voice. “I’m on my way.”
I paced back and forth in front of the secret entrance while I waited for Jack. Although Carlos and his team continued to work, I could sense their wondering looks.
“You okay, Olivia?” Carlos paused his efforts to ask.
I nodded, not believing I could talk. My mind was buzzing with ideas. And what if it was a haunted house? What if we had discovered a sinister secret?
Jack was panting heavily when he got there. “Olivia, what’s going on?”
Taking his hand, I guided him towards the entrance. I remarked, “Look,” and carefully opened it.
Jack gasped in shock at what he saw. There were ancient garments in the concealed area that had originally been a closet. The worst part, though, wasn’t that. Insects crawled all over, and mold covered the garments. There was an overpowering smell, and spiders had taken up residence in the corners.
Jack mumbled, “Holy —,” and slammed the door. “How long has that been there?”
I gave a headshake. “I’m not sure. It was never brought up by the realtor.”
For a few while, we stood there in quiet, taking in what we had just witnessed. At last, Jack said something.
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