In a recent video, Jennifer recounted her experience with a newly purchased “rain jacket,” acquired specifically for its touted waterproof features. Disappointed by its failure during heavy rain, she stood outdoors, drenched, expressing her frustration.
Against the breathtaking backdrop of New Zealand, Jennifer clarified that her intention was not merely seeking a refund but rather presented a unique request to the brand: “redesign this raincoat to make it waterproof and express deliver it to the top of Hooker Valley Lake in New Zealand, where I will be waiting.”
Her complaint video gained rapid traction, amassing over 11.6 million views and sparking numerous comments. The famous clothing brand initially maintained a conspicuous silence, prompting audience speculation. However, the brand responded in a creative twist, sharing a TikTok video featuring a staff member (skiier Jossi Wells in disguise) retrieving a red jacket from a local store in New Zealand. The video showcased the employee boarding a helicopter to meet Jennifer and deliver her redesigned jacket.
The brand’s caption on TikTok expressed gratitude, stating, “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 Jennifer, expressing her appreciation for the brand’s efforts.
Jennifer reflected on the initial jacket malfunction, pondering if it was a one-time product malfunction. She revealed that she created the short video thinking only her best friend would see it due to her limited followers at the time. The unexpected virality surprised her, as she hadn’t anticipated such traction.
Emphasizing that she is not an influencer, Jennifer explained her aim was to turn an unfortunate situation into something lighthearted. She expressed gratitude for the company reaching out to make amends for the customer experience let-down, highlighting the entire experience as a fun and unexpected adventure.
Later, Jennifer shared that she had tested the new jacket on a rainy day, and it successfully kept her dry for 8 miles. The heartwarming video resonated with people worldwide, showcasing that even small companies can approach customer service with passion and pleasantly surprise their customers.