Horizn Studios delivers high-quality luggage with exceptional customer service that resolves issues quickly and often at no cost, though some customers experienced delivery delays, handle durability problems, and warranty interpretation disputes.
What customers love
Common concerns
Customers mention
Frequently mentioned
Such wonderful products and also the most fast responding customer service!
Great customer service, very helpful
Excellent service from the team, fast, efficient and polite. They even placed the order for me. 10/10
I'm a big fan of the Horizn Studios luggage and the attention to customer service the company provides. After more than 5 years I needed a replacement wheel and the customer support team were very helpful and efficient in sorting this out - sending me a replacement wheel internationally at no cost and without drama. Highly recommend.
Very happy with the products. And when my cabin luggage had an issue, I was promptly presented with the option of receiving a new suitcase.
HORRIBLE CUSTOMER SERVICE. Took over 40 days to deliver the luggage to the UK and once I sent it back they charged a £20 return fee. Useless. Aviod. Funny they also delete negative comments on Instagram.
Very good suitcases and perfect customer service. I recommand !
Great products and great customer service
Purchased the SoFo Rolltop backpack 11 months ago. The buying experience was excellent, and the salesperson clearly emphasized that the bag comes with a comprehensive warranty covering damage—part of the justification for the high price, alongside the premium materials. The warranty was presented as a key selling point. Less than a year later, I noticed water accumulating inside the back support area, followed by a tear near one of the shoulder straps. I returned to the store expecting a straightforward repair under warranty. To my surprise, customer service dismissed the issue as “cosmetic,” claiming the warranty only applies to functional defects. This is difficult to take seriously - water ingress is clearly a functional failure. I explicitly stated I wasn’t even seeking a replacement, just a repair to prevent the bag from getting wet internally. After several back-and-forth exchanges, the only “solution” offered was a 40% discount on a new bag - ironically the same discount they regularly advertise during sales. To sum it up, the warranty promises appear misleading, and the store’s messaging does not align with the actual support provided. This experience reflects a company that does not stand behind its own terms and conditions. There are enough high-end bag brands with the same price tag that for such high prices provide a rounded service and warranty coverage. Horizn pretends to be amongst them but fails in reality.
Best customer support ever
High quality and long lasting materials. The wheels are great, it really makes the difference while controlling/steering the suitcases. We bought the first M size about 3 years ago and now we have 2 S and 2 L as well. I had an issue with a package delivery and they solved it efficiently.
I use this suitcase very frequently for both professional and personal travel, and I’m overall very satisfied with it. The build quality is solid, practical, and well designed for regular use. I recently had a small issue with the telescopic handle, but customer service was very responsive and offered a quick and simple solution under warranty. The replacement process was clearly explained and easy to follow. It’s reassuring to see a company standing behind its products like this. Overall, a very good experience despite this minor issue.
Have a Carry-on suitcase. It looks nice but is a bit too small. The most frustrating point however is that the handle has already broken and is difficult to pull out as the mechanism constantly jams. Was expecting better for the price and premium offering.
Very efficient company to deal with - amazingly fast and easy customer service! No quibble at all on a small warranty claim.
I had an issue with a broken carry handle, and Horizn Studios made the resolution incredibly easy. Anne from Customer Care quickly organized for a replacement handle to be shipped to me so I could perform the simple fix myself. Not only did they ensure the part was ordered quickly, but they also confirmed the entire replacement was free—I won't be charged for the part or the invoice. An excellent example of high-quality, efficient customer service.
Based on 20 verified customer reviews, Horizn Studios holds an average rating of 4.5 out of 5 — rated Excellent on ReviewTerminal. 85% of customers gave 4 or 5 stars.