Horizn Studios Reviews 

Great customer service from Horizn Studios. I had an issue with the carry handle of my suitcase and contacted their customer care team not for the first time. Sasha responded quickly and arranged a replacement handle.

Clear communication, fast solution and very helpful service. Exactly how customer care should be. Thanks Sasha and Horizn Studios!

Bought a M5 8 years ago. Great quality and also beautifull styling(received quite some complements)
After 8 year the handle broke and after sending some photos, they directly sended a new one. Costs none, fantastic service!

Just ordered my second set of Horizn Luggage. First set has been perfect for over 3 years of travel, and it was time to upgrade our old set. After placing my order, I wanted to change the style and after contacting customer service, Sasha was able to issue a refund and resolve it in less than an hour so I could order what I wanted. Thank you!

Very happy with both the product and customer service. Purchased a suitcase in 2016 and the handle recently broke. They immediately arranged for a replacement handle at no cost.

Great quality product which I’ve had for 2 years now. On elf the rods in the compression pad snapped but was replaced under we warranty in less a week by the super efficient customer service team.

Customer service has been fantastic. The rubber from one of the wheels of my M5 cabin bag started to come away and I asked about getting it fixed. Horizon got straight back to me and sent me 4 brand new wheels free of charge. Highly recommend the company and the products.

I have been the proud owner of a Horizn cabin bag for 10 years.
a few months ago the telescopic handle started getting stuck and because i was then carrying with the handle that gave way.
i was looking to buy a new bag then thought i would check if mine was still under warrenty.
I have to say i have been blown away with the customer service which is fast freindly and supportive.
within a week they had agreed to replace the parts, sent me a link to get the bag picked up, sent it to thier repair workshop and reurned the bag functioning fully and goos as new.
I have always recommended the bag to freinds, now am happy to tell the world !

Product - design quality of suitcases very good. We have bought 4 so far and
Service- excellent. We had a zipper brake off from one of our suitcases. Customer service was outstanding and they upheld their warranty promise by fixing the defect on short notice

I am incredibly disappointed with Horizn Studios. For a brand that markets itself as a premium, luxury label with high price points, their customer service and return process are a complete joke.

I had to return a bag from Portugal. Their online return portal was extremely confusing, mixing up EU and non-EU return instructions. Because of this, I was never presented with a clear option to download a prepaid label. I ended up having to travel to three different DHL locations and pay €15 out of my own pocket just to ship the bag back.

When I contacted customer service to explain how frustrating the process was and showed them my physical €15 receipt, they completely brushed me off.
They basically blamed me for "clicking the wrong option" and offered absolutely zero gestures of goodwill to make up for the terrible experience.

I have bought items from brands that cost a fraction of the price and have been treated with far more respect and care. Horizn Studios charges luxury prices but delivers bargain-bin customer service. Save your money and buy from a brand that actually cares about its customers.

I couldn't be happier with the suitcase I have been for the 8 years and even more so with the service I received when the handle was broken. It was quickly resolved and a replacement sent in a very effective and professional exchange with their customer service.

Absolutely top services. Helped me with my damaged suitcase immediately without any complications. Great brand with top service and amazing price to value ratio.

Excellent customer service, really fullfilling their life-long warranty!

Stylish robust products. Excellent customer service

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 quickly sorted me out with a replacement handle. So hopefully now I can continue using it for several more years. Special thanks to Sasha for great service and smooth communication.

Incredible customer service, even long after the purchase. So happy I chose HORIZN when I purchased my suitcases, apart from having a high quality product, good customer service really goes a long way.

Purchased a few items in 2021. Never had any issues up until a wheel breaking a couple of weeks ago (after some serious use over the past 5 years!). Got in touch with the customer service team to see if it could be repaired. They’ve sent me new wheels to add onto my case, and even offered to do it for me! First class product with first class service - highly recommend. Thank you

Really the best service! Problem of handle solved in very short time. Change piece for free. I’ll be a customer for ever!

Nice communication, friendly service and warranty and repair team is great, whenever I had a problem they had a fast response and always fixed the issue. Would recommend!

My son had an issue with one Horizn Studios Smart Cabin Suitcase, the Telescopic Handle got broken making imposible to collapse and hide it. Then I wrote to Horizn Studios Support to ask for a new Telescopic Handle to replace it at home. I was lucky I found a quick reply from Sasha and the Support Team and I not only got the right part but also detailed instructions to replace it. I would like to show my appreciation to all of you at Horizn Studios Store. Highly recommended product with sturdy quality made for a long lasting life luggage.

Still supporting old models and very nice support personnel.