Horizn Studios Reviews 

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.

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 .