Horizn Studios Reviews 

Outstanding compared to most other companies. I have found the products to be very high quality. Also, when I had an issue with a product several months after purchase, I used the warranty and I found the post sales service excellent.

Great products and great customer service.
A piece broke (bad luck, nothing to do with the quality) and they reacted in the best way possible.
I would recommend this brand and buy again!

Although the handle of my suitcase broke two times now. I can only say dealt with efficiently and swiftly under guarantee. Very nice for a frequent traveller. And much appreciated.

Although a slightly stronger handle construction would be preferred , reason enough for me to sent a recommendation, which I rarely do.

Very good, high quality products. Excellent customer service. Will buy again.

I travelled with our 1 year old suitcase, the shell broke without explanation. Horizn claims it is due to improper handling by the carrier, which I doubt personnally. I owned multiple suitcases in my life, including upper end ones. For the price of the suitcase, I expected better. The after service was a bad experience to me. Horizn refused to repair or change the suitcase, claiming the carrier is responsible, without inspecting the suitcase. What is particularly odd here is that they claim a lifetime warranty, yet there are so many limitations that it is a no guarantee at all. Eventually after complaining with insistence with legal argumentation at hand, Horizn changed the suitcase. When I wrote a google review, they fought back against it for "defamation" while I am just stating pure facts. This behavior shows me a lack of understanding of customer complaints and worries me about the quality of the suitcases sold. This is a personal experience, it was bad from the beginning to the end. I will not be a returning customer.

Already love their luggage but I had a recent issue with one suitcase. I was dreading in advance what the customer service experience would be. Thankfully Elly got the issue sorted with a replacement handle sent out. I’m now a super fan! Thank you Elly

Customer service is one of the best I have experienced from a product that you can normally buy online

Very helpful team who responded quickly to my request for replacement pare parts for my suitcase.

My ca. 8 year old Horizn suitcase’s telescopic handle started to malfunction.
Quick note on Horizn’s website and Sasha was in touch on the same day to say they would send a replacement. WOW! It was with UPS a day later and they tried to deliver at home another day later. As they needed a signature and no one was at home, UPS even emailed me and I gave them the office address and I had the part the next day.
Just replaced the handle, super easy, six screws, and 5 mins later it’s fixed.
Thanks to Sasha - super star!

Excellent support team and service. I can recommend the Horizn case to everybody.

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 process easy. Really appreciate the prompt help — it let me head into my next trip stress-free.

I appreciate the design, overall quality, the opportunity to repair or replace parts and that the product is European-made or at least marketed as such. Regardless of quality, my telescope handle mechanism broke internally, which is covered by the lifelong guarantee. I was surprised, however, that the lifelong guarantee is valid only if you have the confirmation email or invoice, which seems unreasonable to me. For a tool with a lifelong warranty, I would expect the warranty to be tied to the product itself and not to the receipt. Everything else, including the service, is great.

After three years of heavy use, the handle of my luggage broke, and the company sent me a replacement part free of charge. The luggage is extremely durable; as a management consultant, I travel with it every week.

I've been using an M5 trolley suitcase and it's been fantastic over my regular work trips. Unfortunately, the handle broke a few months after the 2 year warrantee expired. I sent them a message explaining my situation and they sent me a few telescopic handle kit to install myself! Very satisfied with this after-sale service!

Bought my first bag with Horizn in 2016, had it ten years and the handle stopped working. no hassle at all getting it fixed - wonderful customer service, even after 10 years.

Wow! I had a handluggage from Horizon Studios and I was sooo happy that I've got also the big suitcase. These suitcases are a game changer for frequent travellers like me. The wheels are so well made that the suitcase can be pulled and pushed so effortlessly. I really appreciate this. And the addition of the integrated charger just makes so much sense and it sooo convenient when traveling. Also the service is top notch and I recommend everyone this brand when they need a new suitcase. It's absolutely worth the money!

Fantastic customer support

The compression pad in my suitcase broke after a few years of regular use, and they replaced it free of charge and no questions asked. Great support.

Not only they have great luggage that has been with me on many trips from purchasing back in 2020, they are amazing in customer support.
The luggage itself is sturdy, quiet, light and spacious, both the carry on and check in versions. They do get scrathed from heavy use on busy airports but honestly nothing more than other similar products.
I have used my carry on on almost every single trip, which is the main reason for writing this review. The outside pocket became unattached, basically broken. I tried to fix it locally, but the service guys were unable to help me.
In a last ditch effort, I wrote to Horizn customer support. They responded quite quickly (especially given it was Black Friday rush), were understanding, clear and very much helpful. I communicated with Anne and she was fantastic. Honestly, I rarely encounter this helpful team, that actually appreciates their customers and are out to help out.
Needless to say, they have a loyal customer in me!

My order was placed since 19/11 but still no shipping status update. After submitting the enquiry form , I received the reply within 24h. And am informed my order has been shipped. I’m happy with the customer service.