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.
I Was Looking At a Photo of My Late Wife and Me When Something Fell Out of the Frame and Made Me Go Pale
The day I buried Emily, all I had left were our photos and memories. But when something slipped from behind our engagement picture that night, my hands started shaking. What I discovered made me question if I’d ever really known my wife at all.
The funeral home had tied a black ribbon on our front door. I stared at it, my key suspended in the lock, wondering who’d thought that was necessary.
A black ribbon attached to a doorknob | Source: Midjourney
As if the neighbors didn’t already know that I’d been at the cemetery all afternoon, watching them lower my wife into the ground while Rev. Matthews talked about angels and eternal rest.
My hands shook as I finally got the door open. The house smelled wrong — like leather polish and sympathy casseroles.
Emily’s sister Jane had “helped” by cleaning while I was at the hospital during those final days. Now everything gleamed with an artificial brightness that made my teeth hurt.
A home entrance hallway | Source: Pexels
“Home sweet home, right, Em?” I called out automatically, then caught myself. The silence that answered felt like a physical blow.
I loosened my tie, the blue one Emily had bought me last Christmas, and kicked off my dress shoes. They hit the wall with dull thuds.
Emily would have scolded me for that, pressing her lips together in the way she had, trying not to smile while she lectured me about scuff marks.
A heartbroken man looking down | Source: Midjourney
“Sorry, honey,” I muttered, but I left the shoes where they lay.
Our bedroom was worse than the rest of the house. Jane had changed the sheets — probably trying to be kind — but the fresh linen smell just emphasized that Emily’s scent was gone.
The bed was made with hospital corners, every wrinkle smoothed away, erasing the casual mess that had been our life together.
“This isn’t real,” I said to the empty room. “This can’t be real.”
A bedroom | Source: Pexels
But it was. The sympathy cards on the dresser proved it, as did the pills on the nightstand that hadn’t been enough to save her in the end.
It had all happened so suddenly. Em got sick last year, but she fought it. Chemotherapy took an immense toll on her, but I was there to support her every step of the way. The cancer eventually went into remission.
We thought we’d won. Then a check-up showed it was back, and it was everywhere.
A couple staring grimly at each other | Source: Midjourney
Em fought like a puma right up until the end, but… but it was a losing battle. I could see that now.
I fell onto her side of the bed, not bothering to change out of my funeral clothes. The mattress didn’t even hold her shape anymore. Had Jane flipped it? The thought made me irrationally angry.
“Fifteen years,” I whispered into Emily’s pillow. “Fifteen years, and this is how it ends? A ribbon on the door and casseroles in the fridge?”
A heartbroken man | Source: Midjourney
My eyes landed on our engagement photo, the silver frame catching the late afternoon light. Emily looked so alive in it, her yellow sundress bright against the summer sky, her laugh caught mid-burst as I spun her around.
I grabbed it, needing to be closer to that moment and the joy we both felt then.
“Remember that day, Em? You said the camera would capture our souls. Said that’s why you hated having your picture taken, because—”
My fingers caught on something behind the frame.
A man holding a photo | Source: Midjourney
There was a bump under the backing that shouldn’t have been there.
I traced it again, frowning. Without really thinking about what I was doing, I pried the backing loose. Something slipped out, floating to the carpet like a fallen leaf.
My heart stopped.
It was another photograph, old and slightly curved as if it had been handled often before being hidden away.
A stunned man | Source: Midjourney
In the photo, Emily (God, she looked so young) was sitting in a hospital bed, cradling a newborn wrapped in a pink blanket.
Her face was different than I’d ever seen it: exhausted, and scared, but with a fierce love that took my breath away.
I couldn’t understand what I was looking at. Although we tried, Emily and I were never able to have kids, so whose baby was this?
A confused man | Source: Midjourney
With trembling fingers, I turned the photo over. Emily’s handwriting, but shakier than I knew it: “Mama will always love you.”
Below that was a phone number.
“What?” The word came out as a croak. “Emily, what is this?”
There was only one way to find out.
A thoughtful man | Source: Midjourney
The phone felt heavy in my hand as I dialed, not caring that it was nearly midnight. Each ring echoed in my head like a church bell.
“Hello?” A woman answered, her voice warm but cautious.
“I’m sorry for calling so late.” My voice sounded strange to my ears. “My name is James. I… I just found a photograph of my wife Emily with a baby, and this number…”
The silence stretched so long I thought she’d hung up.
A man speaking on his phone | Source: Midjourney
“Oh,” she finally said, so softly I almost missed it. “Oh, James. I’ve been waiting for this call for years. It’s been ages since Emily got in touch.”
“Emily died.” The words tasted like ashes. “The funeral was today.”
“I’m so sorry.” Her voice cracked with genuine grief. “I’m Sarah. I… I adopted Emily’s daughter, Lily.”
The room tilted sideways. I gripped the edge of the bed. “Daughter?”
A shocked man | Source: Midjourney
“She was nineteen,” Sarah explained gently. “A freshman in college. She knew she couldn’t give the baby the life she deserved. It was the hardest decision she ever made.”
“We tried for years to have children,” I said, anger suddenly blazing through my grief. “Years of treatments, specialists, disappointments. She never said a word about having a baby before me. Never.”
“She was terrified,” Sarah said. “Terrified you’d judge her, terrified you’d leave. She loved you so much, James. Sometimes love makes us do impossible things.”
A man on a phone call | Source: Midjourney
I closed my eyes, remembering her tears during fertility treatments, and how she’d grip my hand too tight whenever we passed playgrounds.
I’d assumed it was because we were both so desperate to have a child, but now I wondered how much of that came from longing for the daughter she gave up.
“Tell me about her,” I heard myself say. “Tell me about Lily.”
A man speaking on his phone | Source: Midjourney
Sarah’s voice brightened. “She’s twenty-five now. A kindergarten teacher, if you can believe it. She has Emily’s laugh, her way with people. She’s always known she was adopted, and she knows about Emily. Would… would you like to meet her?”
“Of course!” I replied.
The next morning, I sat in a corner booth at a café, too nervous to touch my coffee. The bell above the door chimed, and I looked up.
It was like being punched in the chest.
A man in a coffeeshop | Source: Midjourney
She had Emily’s eyes and her smile. She even tucked her hair behind her ear like Em would’ve as she scanned the room. When our gazes met, we both knew.
“James?” Her voice wavered.
I stood, nearly knocking over my chair. “Lily.”
She rushed forward, wrapping her arms around me like she’d been waiting her whole life to do it. I held her close, breathing in the scent of her shampoo — lavender, just like Emily’s had been.
Two people hugging | Source: Midjourney
“I can’t believe you’re here,” she whispered against my shoulder. “When Mom called this morning… I’ve always wondered about you, about what kind of man my mother married.”
We spent hours talking. She showed me pictures on her phone of her college graduation, her first classroom, and her cat. I told her stories about Emily, our life together, and the woman her mother became.
“She used to send Mom birthday cards for me every year,” Lily revealed, wiping tears from her eyes.
A woman in a coffeeshop smiling sadly | Source: Midjourney
“We never spoke, but Mom told me she used to call now and then to ask how I was doing.”
Looking at this beautiful, brilliant young woman who had Emily’s kindness shining in her eyes, I began to understand Emily’s secret differently.
It wasn’t just shame or fear that had kept her quiet. She’d been protecting Lily by letting her have a safe, stable life with Sarah. It must have hurt Em deeply to keep this secret, but she’d done it out of love for her child.
A thoughtful man | Source: Midjourney
“I wish I’d known sooner,” I said, reaching for Lily’s hand. “But I think I understand why she never told me. I’m so sorry you can’t get to know her, but I want you to know, I’ll always be here for you, okay?”
Lily squeezed my fingers. “Do you think… could we maybe do this again? Get to know each other better?”
“I’d like that,” I said, feeling something warm bloom in my chest for the first time since Emily’s death. “I’d like that very much.”
A man smiling in a coffeeshop | Source: Midjourney
That night, I placed the hidden photo next to our engagement picture on the nightstand.
Emily smiled at me from both frames — young and old, before and after, always with love in her eyes. I touched her face through the glass.
“You did good, Em,” I whispered. “You did real good. And I promise you, I’ll do right by her. By both of you.”
Leave a Reply