When you buy a jacket that claims to be waterproof, you expect it to be able to weather literal storms if you happen to get caught in one while out and about. However, TikToker Jenn Jensen wasn’t too pleased when her North Face jacket left her soaking wet. She took to the social media platform to complain about it, and The North Face had an epic response.
The North Face jacket promised to keep her dry.
@fannypack310 @thenorthface i’m not mad i’m disappointed …and wet
However, as the New Zealander remarked, she’d become a victim of false advertising.
“I’ve got a bone to pick with North Face. I bought this ‘rain jacket’ a couple of days ago because the tag in the advertising said that it’s waterproof,” she said into the camera while walking in a downpour. “Well listen… I’m soaking wet.”
Jenn said she didn’t want a refund but she did want The North Face to “redesign this raincoat to make it waterproof” and “express deliver” it to her in the mountains.
The North Face was on the scene in no time flat.
While Jenn Jensen’s request was obviously somewhat tongue-in-cheek, The North Face took it very seriously and decided to oblige her.
In a separate TikTok video, a North Face employee grabs a brand new coat off the rack in the store before hopping into a helicopter and flying to the mountains where Jenn was staying.
The employee hops out of the helicopter, tosses Jenn a new jacket, and then leaves again.
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Needless to say, this was some genius marketing.
@thenorthface Replying to @Timbrodini We were busy express delivering @Jenn her jacket at the top of mountain. Thanks for the help Jossi!
After Jenn got her new jacket, she was pretty happy — and most importantly, she was dry.
People on social media loved it, too, with one person writing, “Well done marketing team… perfect response.”
Another said, “They saw an opportunity and absolutely smashed it.”
Of course, there’s more than meets the eye here.
The North Face didn’t magically find out where Jenn was and fly out there. Instead, she said in a follow-up video that the brand actually flew her back out to the mountain to film the later clip.
“It was an absolutely crazy and unexpected adventure,” she said.
