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.
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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.
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.
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.