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.
TV Host Proudly Defends Māori Face Tattoo Against Online Trolls
Television presenter Oriini Kaipara, proudly wearing a traditional Māori face tattoo, responded gracefully to online trolls, reaffirming her cultural pride and identity.
Kaipara, a trailblazing 41-year-old newsreader for New Zealand’s Newshub, made history as the first person to deliver a primetime news bulletin while wearing the moko kauae, a significant cultural symbol worn by Māori women. The moko kauae, traditionally placed on the lips and chin, reflects a woman’s heritage, status, leadership, and familial connections within the Māori community, the indigenous Polynesian people of New Zealand.
Despite the praise Kaipara has received, one viewer named David expressed his displeasure through an email to Newshub. According to the Daily Mail, David’s message criticized Kaipara’s appearance, calling her moko “offensive and aggressive looking” and dismissing her use of the Māori language as “incoherent.”
Rather than ignoring the remarks, Kaipara confronted them head-on. She shared the email exchange on her Instagram story, handling the situation with grace and dignity. In her response to David, Kaipara pointed out that his complaints were based on personal preferences about appearance and corrected his misspelling of the word “moko.” She made it clear that moko kauae represents no threat, and such expressions of cultural pride do not deserve intolerance or discrimination.
“We mean no harm or ill intent,” Kaipara wrote. “Neither do we deserve to be treated with such disregard.” She added a sharp rebuke, telling David to hold off on expressing his “cultural ignorance and bias” until a time more suited to such views—“ideally the 1800s.”
Despite this negative comment, Kaipara emphasized that most responses to her are positive, and trolls like David are the exception. In an interview with the New Zealand Herald following the incident, Kaipara spoke about the importance of having more Māori advocates in prominent positions. “The fact that my existence triggers some people is testament to why we need more Māori advocates in key roles across every sector,” she said.
Kaipara’s composed response serves as a powerful reminder of the importance of cultural pride and resilience. Her actions inspire others to embrace their identities with confidence and stand up against prejudice.
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