As we approach the New Year and many of you prepare to move into new homes, I wanted to share a story from my heart. It is a story about a shipment that went wrong, a cargo incident at sea, and why I believe that doing the right thing is the only way to do business.
The 11 PM "Test of Faith"
On August 26, a customer received his first JC Health adjustable pillow. By 11 PM that same night, he placed another order for five more pillows. He wanted them for his wife and his four children.
To me, that was the ultimate feedback. A family of six was trusting me with their sleep. But then, the challenges began.
When Everything Went Wrong
I have always been a "particular" founder. I want everything to be perfect. But first, a factory miscommunication meant we received the wrong components in September. Then, just as we were fixing it, a major maritime incident occurred near Nansha Port on October 25 involving a ship collision.
Our replacement parts were held at the port for weeks for investigation. I had to write to my customers—including the family of six—to tell them their pillows would be delayed even further.
"I Would Rather Lose Money Than Let a Customer Down"
In Chinese, we have a saying: “我宁可别人负我，我也不愿意负别人” (I would rather be let down by others than let others down). For me, this meant: “我宁愿亏钱倒贴，也不愿意让客人失望” (I would rather lose money and pay out of my own pocket than let my customers be disappointed).
To make it right:
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Double Shipping: I paid for separate shipping costs via SingPost and Ninja Van just to send the missing layers as soon as they arrived.
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The Dual-Case Invention: Based on customer feedback during this delay, I customized a second, expensive lower-profile pillow case. I added this to the set for free so that every family member—regardless of their height—could have a perfect fit.
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A Personal Touch: For those who waited three months, like the family of six, I hand-packed small gifts into their parcels just to say "I am so sorry."
Why This Matters for Your New Year
Many people change their pillows every one year for hygiene and support. If you are moving house or refreshing your bedroom for CNY, you need a solution that fits everyone.
Because of the lessons I learned from my customers during these difficult months, our 3-layer adjustable pillow now features:
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A 11cm to 17cm Range: Perfect for broad shoulders and different body weights.
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The Dual-Case System: One for a "High Profile" cloud feel, and one for a "Low Profile" snug feel.
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A Promise of Quality: Every pillow is tested by me personally before it ever reaches your bed.
Visit Our Waterloo Street Showroom
You cannot truly test a pillow in a noisy department store. At our showroom, you can quietly lie down and feel the weight distribution for yourself.
I lost two months of profit and spent a lot on extra shipping, but I gained something better: the trust of families who know that JC Health will always make it right.
New Year. New Home. New Sleep. Come find your perfect fit today.