At first, I was genuinely excited to try On That Ass. Their product quality is admittedly good; the materials feel durable, and the fit is quite comfortable. However, quality alone doesn't make up for what has turned out to be one of the most frustrating online shopping experiences I’ve ever had. This company’s customer service is abysmal, and their business model feels purposefully opaque and rigid, to the point where you can feel trapped as a customer. To start, On That Ass operates on a subscription model where each month you’re automatically charged for a new design. But here's the catch: if you receive a design you dislike, there’s almost no option for a return or refund. This might be tolerable if you had a way to easily cancel, but getting customer support to even acknowledge requests is a whole other story. The so-called “Terms and Conditions” feel like they were written to trap the consumer rather than provide transparency. The lack of straightforward information on how to make adjustments to your subscription—or even an easy way to contact customer service—is suspicious at best and predatory at worst. I tried contacting them multiple times to inquire about options to return an undesirable design, but all I received was an endless loop of automated responses. It almost feels like they rely on customers giving up in frustration, which is hardly a good look for a company supposedly interested in customer satisfaction. Ultimately, despite the quality of the product, On That Ass falls flat in every other respect. I had hoped for a pleasant, flexible shopping experience, but instead, I feel like I've been duped. If you're thinking about signing up, be prepared to be disappointed by everything outside of the actual underwear itself.