Horizn Studios Reviews 

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

Poor durability. My suitcase completely broke within 3 years of normal use. The warranty process is frustrating and complicated—I've given up trying to get it resolved. I'll be buying from other brands in the future.

I have been a loyal Horizn customer for several years and have purchased various products from the brand. However, my recent experience with a damaged suitcase has left me incredibly disappointed with their customer service and overall approach to resolving issues.

1. Poor Customer Journey and Experience

When my wife’s Horizn suitcase was damaged during travel, I contacted their customer service, hoping for a smooth resolution. Unfortunately, what I encountered was a long, drawn-out process with multiple miscommunications, slow responses, and incorrect advice. Despite providing detailed photos and explanations of the damage, their team failed to correctly assess the issue. As a result, I wasted months trying to repair the suitcase with parts that did not solve the problem. The delays and lack of proactive communication from Horizn have been frustrating, to say the least.

What stood out to me was that, after receiving a message from Horizn asking for prompt replies to avoid delays, they themselves took nearly a week to respond to my follow-up email. The irony here speaks volumes about how poorly they manage the customer journey. This inconsistency only adds to the frustration, highlighting a lack of genuine care in resolving issues.

2. You Have to Buy All 4 Wheels, Not Just One:

During this process, I discovered another disappointing aspect of Horizn’s service: If one wheel on your suitcase breaks, you cannot simply buy a replacement wheel. Instead, you are forced to purchase a full set of four wheels, which costs £80 (£60 for the wheels and £20 for postage). In my case, I only needed one wheel to replace the damaged one, but I had no choice but to purchase the entire set. This policy is both impractical and unfair, especially considering the cost. Why should customers be required to buy unnecessary parts for what should be a simple fix?

3. Small Plastic Piece Makes the Whole Suitcase Obsolete:

Even more frustrating is that the real problem with my suitcase was not the wheels themselves, but a small plastic piece inside the case that holds the wheels in place. This part was damaged, making it impossible to attach the replacement wheels. Horizn, however, informed me that they do not offer this small plastic piece as a replacement. As a result, my suitcase—despite being an expensive, premium product—is now completely unusable.

It’s concerning that a high-end suitcase, which is marketed as durable and built for frequent travellers, can become obsolete simply because a small internal part cannot be replaced. This is especially troubling because wheel damage is a common issue with suitcases. The fact that Horizn cannot provide this part makes the product far less reliable than one would expect for the price.

Horizn products may look stylish and feel premium, but the lack of customer support and replacement parts significantly diminishes their value. The inability to purchase individual wheels and the failure to provide essential internal parts mean that even a minor issue can render a suitcase completely useless.

For anyone considering investing in Horizn’s products, I urge you to think carefully about the long-term usability of these items and the support you may or may not receive should something go wrong. Unfortunately, based on my experience, the after-sales service and customer care do not reflect the high-end price tags attached to their products.

I hope this review helps potential buyers make an informed decision, and I sincerely hope Horizn rethinks their approach to customer service and product.

+ IN RESPONSE TO THEIR COMMENT BELOW:

Horizn’s response mentioned a delay due to “lost emails,” but after all the poor communication I’ve experienced, it feels like another excuse. They also offered a 50% discount on a replacement suitcase, but since I originally bought mine at 50% off, this isn’t really a solution—just asking me to pay the same price again. Despite explaining this, it seems they didn’t acknowledge my point.

While I stand corrected about the review not being removed, I’m still disappointed with how this situation was handled. After spending thousands on Horizn products, I expected better customer service. Their final response—“Thank you very much for your reply and feedback. We wish you all the best”—made it clear they weren’t bothered.

Really unfortunate.

I am using my Horizn suitcases very intensively. About a trip every week.

They have a super speedy customer support and their lifelong warranty is a lifesaver. Always super helpful to keep my luggage running smoothly.

Highly recommendable

Anne has made my day. A wheel and strap had broken on my suitcase due to humidity. Anne was quick to offer me replacements parts and ship them over to me

I bought my Horizn suitcase about 6 years ago, loved it ever since. Sleek design, no hidden issues that rose, etc. After (heavily) using the suitcase, the telescopic handle started to malfunction. I sent a message to the Horizn customer service and they sent me a new handle, for free and without any discussion! Easily to change and repair myself. Great service by Horizn, forever a client :)

I have with traveling with my Horzn Bag for the past 6 years. I love it because of its compact design and durability. Recently I had an issue with its handle and reach out to them thru email. I was surprised by the level of service they have. Very responsive. Sasha and the team sent me the replacement for the handle with the complete instruction on how to install it. I highly recommend Horizn Studios. Thank you so much.

I've been a loyal Horizn Studios customer for many years, and I absolutely love their products. Recently, one of my suitcases had an issue with the telescopic handle, and I reached out to their Customer Support. Sasha and the team were incredibly responsive and helpful, and they arranged for a replacement part within just a couple of days. The spare item arrived quickly via UPS, and the whole process was seamless. I'm truly impressed by the level of service and the swift resolution. Thank you, Sasha, for your outstanding support and for resolving the issue so promptly!

If I could give 0 I would. If your goal is to get gaslit and disappointed, feel free to order from this brand.

Here's a timeline of my interaction with Sasha from customer support:
23.08 I place an order and receive a confirmation.

26.08 Sasha contacts me to request additional details as my order has been flagged by their security system.
I promptly provide the details.
Sasha informs me that the security system still cannot allow to process my order, advises me to place another order with alternative email and payment method. Proceeds to inform me my order has been canceled.

28.08 I receive an automated email informing me the shipment of my order is taking longer than expected. *The order that is supposed to be canceled on 26.08.
I reply asking for explanation.
I receive an automated email asking if 'I changed my mind about ordering'.
Sasha sends a follow-up email stating that the order has now been canceled.
*No apologies for inconvenience no nothing.

My final thoughts:
This is a pricey brand that wants you as a lifelong customer, not a no-name Amazon seller. I had higher expectations of my customer experience than this. However, I appreciate them showcasing all this right from the get-go so I didn't make the mistake of upgrading my other luggage with this company.

After comparing other companies, I chose the check-in luggages from Horizn Studios for the elegant design, the special material, and the lifetime warranty.
I had a detail with one of the tags received, and the customer service gave me a promptly and satisfactory resolution.
This company thinks and cares for their customers.

Suitcase cracked and was in line with the limititations of the guarantee. has said that because I bought the suitcase over a year ago they assume that there is no way possible it could be a defect of any form - no matter how much or little I used the suitcase - and then refused to engage any further in any discussion. So essentially their lifetime guarantee claim is a lie and a complete sham. Customer service were also generally a joke. Bad English, constantly contradicting themselves, repeatedly ignoring fair points and making assertions with zero evidence to justify. Complete waste of time and would avoid like the plague.

Also let’s not forget, my suitcase cracked, after minimal use, and not after transport. It also cracked in a peculiar place - inside one of the ridges - which is not normal for any case. Clearly a weak point in the design.

I’d also urge you to read the snarkiness of customer service in response to many of the reviews. It’s not professional or acceptable language for any business

Wish I’d just bought an away like most people. They actually honor their guarantees based on friends experiences.