Horizn Studios Reviews 531

I encountered an issue with a suitcase that has accompanied me around the world for over five years. Customer service responded promptly and, as the item could not be repaired, offered a replacement without hesitation. I was thoroughly impressed by their efficiency and commitment to quality. Horizn Studios truly delivers luggage built to last a lifetime.

Excellent customer service and very fast response time.

I needed to get my handle changed in my cabin trolley. The service team responded very quickly and friendly. They offered me 2 options: either send in my trolley or get the spare parts an exchange it my self.
I took the latter one. The spare arrived after 3 days incl. an easy to read instruction manual for the exchange.

Although my cabin trolley was bought before offering the lifetime warranty, I was not charged for it.

Thank you Horizon. Outstanding service!

Quick, efficient, friendly

Excellent customer service, high product quality

Great product, very stylish and excellent customer service from Sasha!

Awful company. Beware, they aggressively try to REMOVE negative reviews.
Customer service is completely unhelpful, if you run into an issue, don't expect any useful support.

The handle of my cabin luggage bought a few years ago broke. The customer service found the date of purchase (hence guarantee ) and provided spare parts free of charge for replacement that was super easy.
Will definitely consider to buy my next luggage given both quality AND level of service .

horizn customer service is always on point. Super swift to reply and sending repair items immediately. Very happy with their service.

Very helpful regarding my broken suitcase. Quick to answer and helped out in several ways until I got a new suitcase.

After about 5 years of use, the handle of one of my suitcases got stuck. Even though I didn't have the original receipt, Horizn Studios was able to find my order and send me a new handle free of charge. I am absolutely amazed by this generous and simple solution. All of my Horizn luggage (3 pieces in total) are holding up really well. It is great quality, still looks very good despite the frequent use and has no cracks or anything like that. The wheels are also fantastic and very smooth even when the suitcases are very heavy.

Next to great suitcases, I must congratulate their efficient and helpful customer care!

Even though I purchased my hand luggage before they implemented life warranty, they sent me all the parts for exchange. This is what I call Customer Service :))) Thanks Anne !

Fantastic service when my luggage was damaged in flight and I asked for advice regarding repair. Prompt response from customer service with full non-reparability statement and original receipt.

I bought two suitcases (cabin size + large checked bag) from them a couple of years ago (like the idea of lifetime warranty and vegan friendly design). The first one lasted me 2 years (about 10 trips), before the shell broke. I was told the external damage isn't covered by warranty, but was offered 30% off for a replacement (which now I wish I hadn't taken). I never seen a suitcase break like that, but I guess the shell isn't actually strong so keep that in mind, it will break and it's not going to last a lifetime. Anyway, I didn't think much of it, but a week later my other big suitcase broke (the zipper just snapped). I figured this would be covered by a warranty, but I made a mistake of trying to fix it myself (got tired of waiting a month for a reply to my claim), and ripped some of the inner lining to get access to the zipper. In the meantime they finally got back to me, and picked up the suitcase. Weeks later I received an email that the zipper is beyond repair (and there was further damage caused by external factors). Well, all I did was take off some inner lining.... but anyway. Was told they will dispose of my +£500 suitcase for free, because they can't fix a zipper. So beware, customer service takes forever, and suitcases (even though beautifully designed and pricey), aren't decent quality.

Ordered a check-in suitcase last minute, was worried it wouldn't arrive in time, but my order was shipped quickly and I received it two days before my trip, leaving me enough time to pack as well. The product looks sleek and I think it's good value, obviously quality still to be tested once I've used it.

A couple of small things I find that are less ideal - even though the brand has a UK site, there's no way to contact customer service in real time, which is not very convenient, and all communications regarding my order were in German. Despite these, I think I will be making more purchases in the future :)

Extremely helpful and reliable. Excellent customer service and excellent product!

Epic customer service! I’ve had my Horizn luggage for 5 years, travelling every other week, so it’s been through a lot. When it broke the first time, they replaced it, no hassle. Now the handle broke, and once again, they replaced it free of charge. Incredible durability and even better support—highly recommend!