Horizn Studios Reviews 531

Trying to manage a return from yesterday but “Unfortunately, we are unable to complete your return at this time. Please try again later or contact us for help.” Sent them a email, no answer yet. The product doesn’t worth the price, I want my money back and sent them back this backpack.
Edit 24 feb 2025
They finally made me able to do the return, waiting for UPS to take the item.

I've bought a Sofo rolltop backpack in combination with with M5 cabin. Both are extremely low quality for the price. M5 cabin handle rattles a lot and doesn't hold in it's place well (I haven't taken it to any trip yet). The Sofo rolltop backpack shows significant signs of wear and tear after 1 month of usage. I've registered for the lifetime warranty and contacted customer support, they say it's normal to show signs of wear. In comparison, I have a backpack which I've used day-to-day for 5 years and it still looks presentable. The ergonomics of the backpack itself is poor, only 2 compartments and 1 small pocket, no bottle holder, no protection for the laptop, no organizers. Minimalistic design and looks of it was the only thing which kept me trying using this product, but it already looks like I've took it second hand after couple of decades of usage. And it's not aging in a way that it looks nice, it's just a bag (like a shopper with padding) and narrow straps.

I've read that customer support is poor outside of Germany, I can assure you that it's as bad in Germany as well, they are consistent with it.

My advice to you: look for other proven brands instead of this cheap crap. If you happen to buy it, carefully check the quality and ergonomics before using it becase you won't be able to return it as it shows wear at a slight usage.

I'm shocked that there are so many positive reviews about their products, but if you'll take a closer look, they all feel the same: name of the product, everything is great, no flaws, pretty generic which leads me to a thought that those are purchased. They are not listed on Amazon too so you won't get pictures of their products after a purchase. I think even noname chinese brands are doing better quality. Think twice before clicking 'Buy' on Horizn Studios site

The pull out handle of my luggage piece got broken after several years of intense use. A new handle was shipped free of charge and I had it replaced easily. It was a smooth and effortless process. Thank you!

Great products and incredible customer service. My inlay cover broke and they replied to an email within a day plus shipped out a new one free of charge!

Amazing company. Great products and customer service. I had separate incidents and they were always kind to help and found really quick solutions. Would definitely recommend.

We had an small problem with the spare part sent. It was not the correct one… anyway they reacted fast when I told them. I’m happy with Horizon…
By the way… Anne is nice and charming…

I made my first purchase 7 years ago and am still very satisfied with my cabin luggage, which has followed me everywhere without weakness for all that time. I then bought a black tarpaulin backpack in 2019. The seams are solid however the canvas wore out rather quickly and the appearance is no longer as pretty.

In 2023 I bought the Sofo Rolltop, whose back zipper recently broke. As it was still under warranty, I got a quick replacement. Each of my contacts with customer service for purchases and during the last replacement has always been a pleasant and efficient experience.

I’ve bought two cabin trolleys and keep using them after 5 years. When I have any kind of trouble I contact them and they have the best customer service support team I have ever experienced in a company.
I recommended them to several friends and work colleagues and I will keep doing the same.
100% recommended

I was very impressed by the truly excellent customer service I received from Horizn Studios after an unfortunate travel incident that left my luggage handles damaged. The team responded quickly and effectively, offering to immediately send out replacement handles and instructions on how to install them. They did also offer me the alternative option on sending the whole luggage away for repair but self-repair seemed straight forward and quicker. And it really was.

Fast, friendly, proactive, and professional - top qualities that are rare in customer service these days.

Truly grateful for the excellent support.

Recently bought a suitcase and promo code wasn’t applied to the order. I sent a mail and the reply came after 5 minutes, informing me that they had refunded me the amount of the discount! Amazing customer service! Really impressed! Also the suitcase came very quickly and looks amazing! Top quality! Would recommend 100%!!!

superb customer service! and great after sales support team , i had my luggage handle broke off , and they send a replacement the next week!

great product with great customer service !

vinnie
die hard supporter of Horizn Studios product !

I bought the suitcase 7 years ago and they claimed warranty for 5 years. So when my handle broke I wrote to them asking for an estimate for the fix. However they said they'll send it for free anyway. I quite appreciate it!

We have purchased several bags from Horizn, and so far have been happy with all of them. The hard shell large suitcase stood up well to longhair and we have been using their small cross body bags for a while.
When a clasp on a bag broke, the customer service was excellent, and they responded and delt with issue very quickly, bag was in warranty and replacement was arranged with no issue. Would definetly look to purchase more suitcases from Horizn when needed.

I've been in contact with the support with two separate issues and first class service both times! Would never use any other brand of case.

Customer service was understanding and helpful and solved my issue right away.

Update 19th of February 2025: Dwspite their answer to my review, Horizn tries now to delete this review pretending this didn’t happen. I have provided Trustpilot proof that this is real. In addition Horizn Studios deletes negative reviews from their website, but which company wouldn‘t?!

I chose a suitcase from Horizn Studios because the brand is advertised as particularly robust and durable. Unfortunately, I found that the suitcase sustained significant damage after just a regular bus journey – the material is severely dented, and according to the manufacturer, repair is not feasible.

The customer service team responded quickly and politely to my inquiry, informing me that the damage is not covered under warranty as it was caused by external impact. They offered a 30% “out of warranty” discount on a new suitcase, which didn’t meet my expectations, as I had anticipated a higher level of durability from this product.

While I appreciate the prompt service, I would welcome a more generous solution that shows Horizn Studios stands behind the quality it advertises. Such a gesture would help restore my confidence in the brand and make future recommendations more likely.
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Ich habe mich für einen Koffer von Horizn Studios entschieden, da die Marke als besonders robust und langlebig beworben wird. Leider musste ich feststellen, dass der Koffer nach nur einer normalen Busreise erhebliche Schäden aufwies – das Material ist stark verformt, und laut Hersteller ist eine Reparatur nicht sinnvoll.

Der Kundenservice hat schnell und freundlich auf meine Anfrage reagiert und mir mitgeteilt, dass der Schaden nicht von der Garantie abgedeckt ist, da er durch äußere Einwirkungen verursacht wurde. Als Lösung wurde mir ein „out of warranty“-Angebot von 30 % Rabatt auf einen neuen Koffer gemacht, was jedoch nicht meinen Erwartungen entspricht, da ich von einer höheren Langlebigkeit des Produkts ausgegangen war.

Ich schätze den schnellen Service, würde mir jedoch eine kulante Lösung wünschen, die zeigt, dass Horizn Studios auch hinter der beworbenen Qualität steht. Ein solches Entgegenkommen würde mein Vertrauen in die Marke stärken und künftige Empfehlungen wahrscheinlicher machen.

I love the product, it’s the only luggage I use and I travel a lot!

More importantly what matters most is the service after your purchase! I love it, responsive and interactive!

Keep it up!

Had 2 of their cases for 4+ years and they are great! I recently had one part of my case (rubber foot) break off and after contacting them to see what my options were to replace it - they sent me a new one free of charge. Great company!

Beside the great cabin trolley I'm using now for 6 years, Horizn Studios replaces a malfunctioning telescope handle immediately with no costs for myself. Great service! Thanks.

I’ve been happily using my Horizn Studios cabin luggage for the past 4 years, and it’s been a fantastic travel companion. Recently, however, the laptop case separated from the suitcase. I initially thought it was my fault, perhaps from pushing the luggage too hard. I reached out to the company, not expecting much as I assumed it was beyond the warranty.

To my surprise, Horizn Studios responded within 3-4 days, asking for a few photos to assess the situation. I didn’t expect them to cover it under warranty, let alone replace the luggage. But they sent me a completely new suitcase, no questions asked, no blame, just friendly and efficient communication throughout.

I was absolutely amazed by the level of customer service—they handled everything promptly and without any hassle. This is exactly how a warranty should work! Horizn Studios has definitely earned my trust and loyalty. Highly recommended! - Emircan