Horizn Studios Reviews 

Very helpful regarding my broken suitcase. Quick to answer and helped out in several ways until I got a new suitcase.

After about 5 years of use, the handle of one of my suitcases got stuck. Even though I didn't have the original receipt, Horizn Studios was able to find my order and send me a new handle free of charge. I am absolutely amazed by this generous and simple solution. All of my Horizn luggage (3 pieces in total) are holding up really well. It is great quality, still looks very good despite the frequent use and has no cracks or anything like that. The wheels are also fantastic and very smooth even when the suitcases are very heavy.

Next to great suitcases, I must congratulate their efficient and helpful customer care!

Even though I purchased my hand luggage before they implemented life warranty, they sent me all the parts for exchange. This is what I call Customer Service :))) Thanks Anne !

Fantastic service when my luggage was damaged in flight and I asked for advice regarding repair. Prompt response from customer service with full non-reparability statement and original receipt.

I bought two suitcases (cabin size + large checked bag) from them a couple of years ago (like the idea of lifetime warranty and vegan friendly design). The first one lasted me 2 years (about 10 trips), before the shell broke. I was told the external damage isn't covered by warranty, but was offered 30% off for a replacement (which now I wish I hadn't taken). I never seen a suitcase break like that, but I guess the shell isn't actually strong so keep that in mind, it will break and it's not going to last a lifetime. Anyway, I didn't think much of it, but a week later my other big suitcase broke (the zipper just snapped). I figured this would be covered by a warranty, but I made a mistake of trying to fix it myself (got tired of waiting a month for a reply to my claim), and ripped some of the inner lining to get access to the zipper. In the meantime they finally got back to me, and picked up the suitcase. Weeks later I received an email that the zipper is beyond repair (and there was further damage caused by external factors). Well, all I did was take off some inner lining.... but anyway. Was told they will dispose of my +£500 suitcase for free, because they can't fix a zipper. So beware, customer service takes forever, and suitcases (even though beautifully designed and pricey), aren't decent quality.

Ordered a check-in suitcase last minute, was worried it wouldn't arrive in time, but my order was shipped quickly and I received it two days before my trip, leaving me enough time to pack as well. The product looks sleek and I think it's good value, obviously quality still to be tested once I've used it.

A couple of small things I find that are less ideal - even though the brand has a UK site, there's no way to contact customer service in real time, which is not very convenient, and all communications regarding my order were in German. Despite these, I think I will be making more purchases in the future :)

Extremely helpful and reliable. Excellent customer service and excellent product!

Epic customer service! I’ve had my Horizn luggage for 5 years, travelling every other week, so it’s been through a lot. When it broke the first time, they replaced it, no hassle. Now the handle broke, and once again, they replaced it free of charge. Incredible durability and even better support—highly recommend!

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%!!!