BIG W employee's search-and-rescue mission proves good service isn't dead

There's nothing quite like that heart-stopping moment when you realise something precious has gone missing. For Brisbane mum Leah O'Connor, that moment came during a routine shopping trip to Big W when she discovered the diamond from her engagement ring had vanished.

The panic was immediate and all-consuming. Her 'claw' ring setting—a trendy style where prongs hold the diamond like delicate fingers—had done what these settings sometimes do: allowed the precious stone to work loose and disappear into the retail wilderness.

'It was like we looked up at each other in slow motion and both went into panic,' O'Connor said, referring to the moment she and BIG W employee Alex realised what had happened.

When panic meets compassion

O'Connor, founder of luxury home care brand Domenica Formulations and a popular social media creator, immediately went into crisis mode. She called her husband in tears, knowing the odds of finding a tiny diamond in a busy discount store were virtually non-existent.

Making matters worse, the ring's insurance had expired just two weeks earlier and hadn't been renewed yet—a timing nightmare that many couples would recognise.

But while O'Connor was frantically retracing her steps and making phone calls, something remarkable was happening. BIG W staff member Alex had dropped to her hands and knees and was methodically searching the store floor.

The needle in the haystack moment

Against all odds, Alex found it. The tiny diamond that could have been lost forever was recovered thanks to one employee's dedication to going above and beyond her job description.

'Alex found it, she was a superstar,' O'Connor said. 'It was so sweet how immediately she went into action to help me find it.'

The relief was overwhelming. Even if the ring had been insured, O'Connor explained, the sentimental value made it irreplaceable. This was her engagement ring—the symbol of her husband's proposal and their commitment to each other.

Michael Stoikov, BIG W Brookside's store manager, praised Alex's response: 'We're so pleased that Alex could help Leah in this understandably stressful moment. It's stories like these that make us so proud, showing the dedication from our team to support our customers when it matters most.'

The viral response

When O'Connor shared the incident on TikTok, the response was immediate and heartwarming. Social media users were blown away by Alex's kindness, with many calling her an 'angel' and suggesting O'Connor buy her flowers or a substantial thank-you gift.

The story resonated because it challenged the common narrative that customer service has declined. Here was proof that caring, compassionate service still exists—you just need to know where to look for it.

The hidden costs of claw settings

While claw or prong settings are undeniably elegant and popular, they do come with risks that many jewelry owners don't fully appreciate. The prongs that hold the diamond can wear down over time, bend, or catch on clothing and other objects.

Many commenters on O'Connor's social media video pointed this out, with one person noting: 'Make sure you get more prongs. Never ever have four prongs—get six to eight.'

This advice is particularly relevant for active individuals or those who wear their rings daily. The more prongs, the more secure the stone, though this can sometimes impact the ring's appearance.

The ripple effect of kindness

O'Connor's experience highlights something many of us have forgotten in our increasingly digital world: the power of human connection and genuine care.

'If we look up from our phones and smile and treat people with respect, I think we move through life with more connection, happiness and maybe, just maybe a little more luck,' she reflected.

This philosophy extends beyond retail interactions. Whether it's airport staff helping with delayed flights, Uber drivers going the extra mile, or checkout operators taking time to chat, small acts of kindness create ripple effects that last far beyond the initial interaction.

For many senior Australians, who remember when personal service was the norm rather than the exception, stories like Alex's feel both refreshing and nostalgic.

Protecting your precious pieces

O'Connor's near-miss serves as an important reminder about jewelry care and insurance, particularly for older Australians who may own family heirlooms or significant pieces.

Insurance considerations become more complex as we age, especially when dealing with inherited jewelry that may have appreciated significantly in value. Regular appraisals ensure coverage keeps pace with current market values.

Many seniors also benefit from photographing their jewelry and storing images safely, both for insurance purposes and to help family members identify pieces in the future.

The lesson in looking up

Perhaps the most powerful message from this story isn't about lost diamonds or exceptional customer service—it's about the importance of human connection in our daily interactions.

O'Connor's observation about looking up from our phones and treating people with respect resonates particularly strongly. In a world where self-service checkouts and online shopping are becoming the norm, taking the time to acknowledge and appreciate the people who serve us becomes even more meaningful.

For retail workers like Alex, who often deal with frustrated customers and demanding situations, a simple thank you or moment of genuine appreciation can make their entire day.

The power of going viral for good

When O'Connor's social media video of the incident went viral, it created something beautiful: a moment where social media was used to celebrate kindness rather than criticism. The overwhelming positive response to Alex's actions shows that people are hungry for good news stories and examples of exceptional service.

This viral moment also demonstrates how social media can be a force for recognising and rewarding good behaviour, rather than just calling out poor service.

A reminder that service isn't dead

In an era where we often hear complaints about declining customer service standards, Alex's actions at BIG W Brookside serve as a powerful reminder that exceptional service is alive and well—it just might require us to look for it with fresh eyes.

The next time you're out shopping, take a moment to notice the staff around you. Thank the person who helps you find something, smile at the checkout operator, acknowledge the cleaner working quietly in the background. You never know when you might be the customer in need of someone like Alex.

Have you experienced exceptional customer service recently that restored your faith in human kindness? We'd love to hear your stories of staff members who went above and beyond—share them in the comments below and let's celebrate the people who make shopping a little brighter.