Bought myself a backpack a year ago, which has physically deteriorated somewhat. I sent some pics to horizn, and they responded quickly, were friendly and helpful, and sent out a replacement under war... See more
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Based on these reviews
I had an issue with my H5 Essential and couldn’t find my order details, but HS support was incredibly quick over email. Anne from the customer support team sorted it out fast and made the whole proces... See more
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I’ve been traveling with my Horizn Studios suitcase since my wife gave it to me in 2018, and it’s been the most reliable companion on every trip. After the telescopic handle finally gave out this year... See more
Company replied
Bought these suitcases almost 4 year ago and they are still intact. I tell myself everytime I travel that it's been such a great investment. I only wish the Medium check in wasn't as slim as it gets... See more
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Company details
Written by the company
We develop sustainable solutions for the future of travel. Championing innovation and the use of responsible materials, we design luggage, backpacks, and accessories for your travels to be seamless and even more exciting. #LetsGoFurther
Contact info
Potsdamer Str. 87, 10785, Berlin, Germany
- support@horizn-studios.com
- horizn-studios.com
4.5
Excellent
531 reviews
Replied to 87% of negative reviews
Typically replies within 1 week
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Wheels fallen apart, cracks in the shell
I bought 2 suitcases in 2019. I have hardly used them and the wheels have disintegrated. I bought 2 Rimowa a year earlier - they are still going strong. There is also a cracking in the shell of one of my Horizn suitcases. They only repair in cities where they have shops. They asked if I could send the wheels to London. That is a 10+ hour flight away.
October 28, 2023
Unprompted review
Reply from Horizn Studios
Hi Ruth, thank you for your review. We are very sorry that you are not happy with your experience. However, what you write is not quite accurate. We don't only repair in cities where we have stores (we don't have a store in London). What is true, is that we only ship to our repair center from and to countries where our customers ordered their luggage. So if you bought your luggage in the UK, we will cover the shipping costs for repair and replacement, to the UK, but not to any other countries you are currently in.
If the shell of your suitcase is cracked, in the vast majority of cases it is not due to a manufacturer's defect, but is usually caused by improper handling. No material is indestructible and the party who caused the damage, usually the airline, should be contacted. This would be no different with other case brands, even in the luxury segment.
If you have any further questions, please feel free to contact our customer service. We will be happy to help you.
Lifetime Warranty is Misleading: Luggage Not Durable
Luggages claims to have a "lifetime warranty," but in reality it fails to cover normal use, wear and tear. The shells crack under normal travel use. I purchased 6 pieces from their premium collection at a cost of more than £3000. I always fly first class on premium airlines so they are handled as well as any airline will do, so the excuse the breakage is due to airline mishandling is simply out of touch with reality. Already, two pieces have major cracks in the shell. Warranty doesn't cover it claiming it is "airline abuse," but truth is the luggage, while light and attractive, is NOT DURABLE. I had my Hartmann luggage for 25 years and it never tore or ripped. Their excuse that no material is invulnerable is just baloney. If it can’t withstand normal use, then don’t use it. Certainly, you don’t have to pay big $$$ to buy something that doesn’t last.
October 27, 2023
Unprompted review
Reply from Horizn Studios
Hello Mark,
thanks for your review. We are sorry that you are not happy with our service.
However, it not true that the components like wheels or telescopic handle are "least likely to break down". Most of our warranty cases revolve around these components and this is also where we repair or replace in most cases.
Cracks in the case shell occur comparatively much less frequently. And when they do occur, they are not due to manufacturer defects, which is why the warranty does not apply, but to improper handling, usually by airline or airport personnel.
Our suitcases are made of polycarbonate, a synthetic material, which is perfectly suitable for the manufacture of suitcases. It is characterized by extremely high impact resistance and high rigidity. Polycarbonate is also very flexible. This has the advantage that shocks can be well absorbed.
Nevertheless, no material is indestructible. This is precisely why the Montreal Convention exists, according to which airlines must pay for damage they cause.
As said, we are very sorry that you were not happy with our answer at this point. We wish you all the best!
Perfect process with immediate…
Perfect process with immediate execution. I would fully recommend.
October 24, 2023
Unprompted review
Reply from Horizn Studios
Thank you very much for your review, Pawel!
Customer service excellence
Great products, the most excellent & friendliest customer service ever experienced!
October 19, 2023
Unprompted review
Reply from Horizn Studios
Thank you very much for your feedback, Stefan! We are happy we could support!
Laser fast order process
Order process went really smooth and fast. I ordered online on thursday and it was delivered friday afternoon. So horizn and dhl worked really fast.
October 20, 2023
Unprompted review
Reply from Horizn Studios
That's great to read! Thank you for your review!
Fast delivery
The article arrived faster than I thought and have it in use already. I love it, it is small but everything fits in that I need on bord and very good quality.
October 16, 2023
Unprompted review
Reply from Horizn Studios
Thank you for your review, we are glad to read you enjoy travelling with Horizn!
Great shopping process
Great shopping process, first impression is amazing on the product; need to “test drive it” to say more :)
October 12, 2023
Unprompted review
Reply from Horizn Studios
Thank you, Carlos!
The way this problem solved…
The way this problem was finally solved is best in class! I can highly recommend company and product because of their customer service
October 11, 2023
Unprompted review
Reply from Horizn Studios
Thank you very much for your review, we were happy to support!
Best Travel Gear
Best Bags and travel gear I have ever seen, felt and used.
October 10, 2023
Unprompted review
Reply from Horizn Studios
Thank you very much!
Reply from Horizn Studios
We are so happy to read this, thank you, Larissa!
Reply from Horizn Studios
Thank you for your feedback :)
Just perfect all the process
October 5, 2023
Unprompted review
Reply from Horizn Studios
Thank you for your review!
My previous backpack had a worn strap…
My previous backpack had a worn strap and I got a brand new one which took only 4 days to deliver since my first contact with Horizn last week
September 22, 2023
Unprompted review
Reply from Horizn Studios
Thank you for your feedback, we were happy to support!
Reply from Horizn Studios
Thank you for your feedback!
Amazing luggage and great service
Great service, super delivery and the best: Such an amazing luggage, love my New H5 ID
September 23, 2023
Unprompted review
Reply from Horizn Studios
We are very happy to read that, thank you for your review!
They stick to the delivery time and…
They stick to the delivery time and provide update information on time. Customer care is fantastic, fast response and very user centric.
September 20, 2023
Unprompted review
Reply from Horizn Studios
Thank you so much, we were happy to support!
Super quick delivery Outside Germany…
Super quick delivery Outside Germany within 3 working days After I ordered!
September 21, 2023
Unprompted review
Reply from Horizn Studios
Thank you for your review, Anna!
Perfect and quickly delivered
Despite of the choosen HORIZNID personalization super quick delivery with quality up to my expectation. First class!
September 9, 2023
Unprompted review
Easy ordering and reliable fast…
Easy ordering and reliable fast delivery. Just in time for my trip in 2 days.
September 8, 2023
Unprompted review
Best Customer Service
Mathew from customer service went above and beyond to help me with my request and when there was a slight delay, he sent a free gift. I love my M5 smart luggage already and this level of customer service made me a loyal Horizn customer!
September 6, 2023
Unprompted review
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