Horizn Studios Reviews 531

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!

Always happy with the product quality as well as return / warranty 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.

I have just purchased another fab piece of Horizn luggage, my third one from Horizn in fact over the years, and again am absolutely thrilled with the case 😁. My family have also acquired their cases on my recommendation and we all cannot rate the brand highly enough on design, style & quality. My son travels long haul regularly with an M5 Pro & H7 and is super impressed by both cases’ performance.

I would like to add that their customer service is also impeccable, as the team go the extra mile to answer any queries and do their utmost to ensure full customer satisfaction. It is also amazing how quickly UPS can achieve a secure UK delivery – unlike other particular UK courier services …!

So a massive THANK YOU to Sasha & all the team at Horizn for your awesome cases, the excellent communication and level of customer care, hugely indebted! 🙏

Very nice support from the team. Answers come in a reasonable delay (max. 48 hours) and always with the proper words.
Many thanks!

I bought a carry-on less than a year ago, and the main zipper broke during a trip, causing major inconvenience and forcing me to buy a new suitcase on the spot. When I contacted customer service, I was told the warranty doesn’t cover this issue—something I find completely unreasonable. A warranty that doesn’t protect against a broken zipper within a year is essentially meaningless.

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, I thought my favorite suitcase was doomed. One email later, Anne’s team not only shipped a replacement handle free of charge under warranty, but also sent clear instructions so I could fit it myself in minutes. No receipts haggled, no shipping fees, no hassle—just fast, friendly, zero-cost support for a six-year-old product. The case still looks and performs like new, and now it’s ready for the next hundred thousand miles. Outstanding product, even better customer care.

Excellent products and after sales. Makes travel easy and stylish.

Loved the cabin pro - purchased 2 of em as one of the earlier clients.

One of the suitcases telescopen handle broke after a few years and the polycarbonate shows cracks all around.

Customer service refuses to fix this and claims “handling at airports” caused this. Im calling out not to trust their Quality guarantees.

Quality not up to par and customer service is crap. Suitcases should not go defect after such a little flying.

For starters, I love how they have Re-series, recycled luggages that work perfectly fine, are more sustainable and affordable. Not only that, but their lifetime warranty is true - my handle has recently gotten stuck, and I couldn't use my luggage anymore.

I emailed the support team, they immediately gave me two options: pick up my bag to fix and ship it back to me, or they could send me the handle so I could fix it myself. They attached a PDF explaining the steps (super simple) and this was the option I chose.

About their support:
- They reply fast and actionable, always helpful. Never those random emails that go nowhere and just bother you filling out useless paperwork to discourage you to proceed. These are actually sweet people wanting to help!
- They shipped the parts super fast, with all international paperwork.
- They attached the instructions BEFORE I decided if I wanted to fix it myself. This is a great touch so I didnt feel scared that this would be very complex and no doable at home.

Got the handle, followed the instructions, worked perfectly! Now I can take it again with me.

I recommend Horizn Studios, it's not the cheapest bag (if you travel more than 2x a year, you actually dont want a cheap bag because it will break on you 100% guarantee) but I find it a good price for the quality, the fact they last for a long long time, as well as the service they provide.

Have bought many suitcases over the year, and really like the quality and look. One of my older suitcases got the wheel pulled off at airport handling and I asked customer service if they could help. Without issues they send me new ones and also included a new tsa lock that broke over time.

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 warranty. I should add that I bought 2 suitcases from them several years ago that are still going strong after many long haul journeys.

Promising long or lifetime warranty and not giving it when needed. ever will buy Horizon again. Bad quality!