I've been using my suitcase intensively for 4 years now, and it has genuinely held up beautifully: the design, materials, and functionality are really top-notch! What really impressed me, though, w... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 war... See more
Company replied
I’ve had Model M cabin trolley for 9 years and it has served me perfectly all this time. Recently one of the rubber handles began to show some cracks, so I got in touch with the cst service and they q... See more
Company replied
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 proces... See more
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Company details
Written by the company
We develop sustainable solutions for the future of travel. Championing innovation and the use of responsible materials, we design luggage, backpacks, and accessories for your travels to be seamless and even more exciting. #LetsGoFurther
Contact info
Potsdamer Str. 87, 10785, Berlin, Germany
- support@horizn-studios.com
- horizn-studios.com
4.7
Excellent
650 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 84% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Their support is always helpful and…
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 🤩
12 September 2025
Unprompted review
Reply from Horizn Studios
Thank you Martin!
Just awful
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.
11 September 2025
Unprompted review
Reply from Horizn Studios
Dear Bin,
We are very sorry to read your review and to hear how frustrating this experience has been for you. We fully understand your disappointment.
As you know from our email exchange, your order was handed over to UPS promptly. Unfortunately, several pieces of information were missing for the delivery, which we had to submit afterwards. This caused unexpected delays on the side of UPS.
The latest update we received today, 17 September, is that the address change has been accepted and your parcel is currently at the UPS warehouse in Leeds.
We realise how inconvenient this is, especially since the order was meant as a gift, and we regret that our limited team capacity – due to illness – meant that we could not support you faster.
A client for life!
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 :)
9 September 2025
Unprompted review
Reply from Horizn Studios
Hi Fama,
thank you for getting back to us and for sharing your detailed review 🙏 We are delighted to hear that your luggage has served you well for almost four years and that our Customer Care Team could support you so quickly with your compression pad replacement.
It is great to know that you see your Horizn luggage as a long-term investment and that you even chose a backpack for your partner. We truly appreciate your trust and look forward to accompanying you on many more journeys ahead!
If you ever need anything, you can always reach us via our contact form 💙
Great quality and service
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.
26 August 2025
Unprompted review
Reply from Horizn Studios
Thank you for your kind feedback, Seamus!
Love my products and super happy with…
Love my products and super happy with the online customer service help!
11 August 2025
Unprompted review
Reply from Horizn Studios
Thank you for your kind feedback!
I had a broken wheel and they replied…
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
4 August 2025
Unprompted review
Reply from Horizn Studios
Thank you so much for your feedback, dear Patricia. Let us know if you need any further support :)
Good luggage, Poor Service
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.
26 July 2025
Unprompted review
Reply from Horizn Studios
Hi Kulpreet, thank you for updating your review.
We're glad our response finally reached you and we could help.
Happy Travels!
Great CUSTOMER service
Great CUSTOMER service. Never see nothing like this.
Amazing feedback time and also great focus on the soluction.
Congratulations
14 July 2025
Unprompted review
Reply from Horizn Studios
Thank you so much for your kind words! We're thrilled to hear that you were so happy with our service.
Great customer service!
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!
12 July 2025
Unprompted review
Reply from Horizn Studios
Thank you for your feedback! We're glad you were happy with our service – sorry to hear your backpack got damaged so soon. We're constantly working on improving our products, so your input is much appreciated!
Customer satisfaction over penny pinching
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.
11 July 2025
Unprompted review
Reply from Horizn Studios
Thank you so much for your kind words! We're really happy to hear that our customer-first approach made a difference for you. Enjoy travelling with your Horizn gear – and we’ll be here if you ever need us again!
luggage for a lifetime, customer service better than my bank!
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.
2 July 2025
Unprompted review
Reply from Horizn Studios
Thank you very much for the kind feedback. We're happy you're travelling with Horizn Studios again.
Excellent customer service and very…
Excellent customer service and very fast response time.
1 July 2025
Unprompted review
Reply from Horizn Studios
We were happy to help! Thank you!
Outstanding service
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!
7 June 2025
Unprompted review
Reply from Horizn Studios
Thank you for your positive feedback, Felix! We're glad to read that the repair worked out smoothly and that your suitcase is ready to travel with you again. All the best :)
Reply from Horizn Studios
That's what we were aiming for :) Thank you very much for the feedback, Ollie!
Excellent customer service
Excellent customer service, high product quality
12 June 2025
Unprompted review
Reply from Horizn Studios
Thank you so much for this great review. Happy travels!
Great product
Great product, very stylish and excellent customer service from Sasha!
4 June 2025
Unprompted review
Reply from Horizn Studios
Thank you so much for your feedback, dear Sanwar!
Avoid this company
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.
27 July 2024
Unprompted review
Reply from Horizn Studios
Hi Matteo,
We noticed that you’ve shared this same comment across various platforms, which we find surprising given the lack of context. We’d genuinely like to understand what went wrong.
We could not find any recent contact from you with our Customer Care Team – the only record we have dates back to 2023, and at the time, we responded promptly and worked towards a fair solution. We’re therefore unsure which experience your comment refers to.
We are always open to feedback – even critical – as long as it is specific and constructive. However, broad and damaging claims without any context or indication of the actual problem are difficult to address and do not help us or other customers.
If there’s something unresolved that you’d like to discuss, we would still be happy to help. You can reach us via our contact form here:
👉 https://horizn-studios.com/pages/contact-form
Thank you.
Amazing customer service
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 .
22 May 2025
Unprompted review
Reply from Horizn Studios
Thank you so much for the kind review, Georgia! We were happy to help!
horizn customer service on point
horizn customer service is always on point. Super swift to reply and sending repair items immediately. Very happy with their service.
21 May 2025
Unprompted review
Reply from Horizn Studios
Thank you so much! Always happy to help!
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