Horizn Studios Reviews 531

I have ordered two different products in the past. I experienced an issue with the battery of my luggage a few weeks ago. Anne from the customer service has been very responsive and a new battery was shipped for free to my home address. I am very satisfied with the customer service as well as with the qualify of the products (I am using my backpack since 3 years now and it is still in an incredible shape).

Amazing client service! Always instant replies & feedback & hands on solutions and service

I have to say that I am really amazed by the luggage (H5). I do travel a lot for work with ~50 flights per year + train journeys as well as enjoy traveling in my leisure time to places such as India. Even after 6 years of using the H5, it still works perfectly. Especially the wheels perfectly handled all the dust and impact with no problem. The only thing that broke was the telescoping handle, but the customer support sent me a replacement for free within a week.

I’ve been using my Horizn suitcase for almost 10 years, and it has been absolutely flawless all this time. It’s been with me through countless trips and still looks and performs great. Recently, I noticed an issue with the telescopic handle that wasn't sliding properly anymore — after nearly a decade of use, I honestly can’t complain!

What really impressed me, though, was the incredible customer service. I reached out to Horizn and Anne from their team was simply amazing. She immediately arranged a free replacement, including shipping costs, without any hassle at all. It’s rare these days to find a brand that truly stands behind its products the way Horizn does.

If I could give 10 stars, I absolutely would. Between the quality of their luggage and the world-class support, I can confidently say there will never be another suitcase brand for me. Horizn has a lifelong customer right here!

I've made my first purchase 7 years ago, but on a few occasions my purchase broke down. The vet quick and helpful customer service always provided a quick and satisfying solution to the problem (repair or replace). I can only recommend buying luggage from Horizn.

I can't give 5 stars, because the shipping was very frustrating. I totally understand how this falls on UPS, but Horizn also needs to see whether they are a reliable enough courier. Customer service however handled the situation very well - shoutout to Anne, thank you!

The backpack looks great after a few weeks of use, I hope it will also turn out to be durable. Very good build, good design ideas, goodlooking material.

The customer service is amazing - I have 3 suitcases from Horizn and despite not having all papers, I managed to get support for some broken parts simply based on a sticker onthe inside of my suitcase. Store personal is also always super helpful and I’m just really at ease with knowing the lifelong warranty means I can have a reliable suitcase for my travels. Quality is also amazing. I had some issues here and there but have always managed to get a repair or replacement and I am travelling for business weekly, using my M5 and one if the bigger suitcases for years.

I recently contacted Horizn Studios about a damaged part on my luggage, and I was absolutely blown away by the quality of their customer service.

Within hours, they had responded and arranged to send a replacement part, completely free of charge and with no questions asked. When the original part turned out to be out of stock, they were proactive, transparently explaining the situation and immediately shipping a replacement in a different colour.

It’s rare to find a company that stands behind its products so strongly and makes the customer experience so seamless and positive. A special thank you to Susan and Anne for their amazing support. Highly recommended!

I was very satisfied with the services of Horizon Studios. Everything went smoothly and professionally from start to finish. I really appreciate their helpful approach and the high quality of the final work. Communication was always clear and prompt, which gave me confidence that I was in good hands. I would definitely recommend Horizon Studios to anyone looking for reliability and quality in one place.

I purchased the Horizn Model M suitcase. At first, I was very happy with it. The design is beautiful and because it was a significant investment, I always treated it with great care. I only used it as carry-on luggage, never checked it in and never subjected it to any rough handling. That is why I was so surprised to discover cracks on both sides of the hard shell during a recent trip.

I contacted Horizn’s customer service expecting support, but their response was extremely disappointing. Without inspecting the suitcase, they claimed the damage could only have been caused by misuse or heavy impact. They refused to investigate further, to check whether the suitcase could be repaired, or to properly assess the situation. When I pointed out the lifetime warranty they advertise on their website, I was told that this type of damage was not covered.

The only “solution” they offered was a discount code. This did not feel genuine or fair, especially considering the premium price of the product and the promised life time support.

For luggage in this price range, I expected not only better durability but also much better service. I therefore cannot recommend Horizn to anyone who values quality, reliability or professional customer support.

Their support is always helpful and have solved all my warranty issues that I have had. I truly recommend them and their products are also stunning 🤩

Just awful. Do not shop with them.
Placed an order 3.5 weeks back as a present. They did not send it. I have had to send over 10 emails chasing it. They still have not sent it to me. They still have my money. Absolutely no customer service or support. Absolutely shocking experience.

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 full before I reach 23kg but that might have been updated since then.
I recently had to engage with the company again after my compression pad broke and they have been absolutely amazing, offering to replace it right away thanks to the warranty and the whole thing took 2 emails and less than 48hrs. For sure a client for life! Actually just bought a backpack for my partner :)

I have had a suitcase for 9 years, and it is still classy and great quality. On a recent flight, the airline damaged the case. Horizn Studios were prompt and extremely helpful in organising a repair for me - all under their unsurpassed guarantee.

Love my products and super happy with the online customer service help!

I had a broken wheel and they replied to my email right away . They are going to send me two wheels right away,I couldn’t have asked for a better response.

Patricia Grierson UK

Update!
Seems like they did email, it just went to Junk,

Definitely a 5* service, the luggage as I said I am happy about!

Good luggage, poor service, I wrote to them last weekend about a battery issue, yet to hear back.

The reason for a 2, is that service is more important than the product, which I am happy about.

Great CUSTOMER service. Never see nothing like this.
Amazing feedback time and also great focus on the soluction.
Congratulations

Very pleased with how quickly my enquiry regarding my damaged backpack was dealt with and how easy horizn made the process for me! I would give 10 points, but have to take one off just for the quality of the backpack itself, which I think shouldn't have carried away any damage after less than two years of usage. But very happy with service and the products otherwise!

Great bags, great warranty. Missed the warranty period by a few days on my bags smart battery, but they still honored it and replaced the battery at no charge. Other brands would have opted to save a few bucks by enforcing the warranty to the letter, was thrilled to hear that horizn has a human approach to customer service instead.