Horizn Studios Reviews 531

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.

customer service communicate well and get stuff done.

I bought a cabin trolley 6 years ago. I had 2 issues with the suitcase which were both solved by Horizn without any hassle.

Most recently, I noticed that the wheels weren’t as smooth anymore as they used to be (I traveled extensively for work in recent years). After contacting their customer service team, they send me new wheels free of charge.

Although I noticed that the suitcases have doubled in price since I got mine, I can only say that they have incredible customer service and the suitcases are really great!

We've had our Horizn M5 cases for some some years, since the product was first released. They have been a fantastic purchase and have seen us through many trips and never skipped a beat. Perfect size and hold a good amount for a short-stay break. Robust and yet light. Recently, a couple of the feet came loose and we contacted the company for replacements. These were duly sent out, free of charge, no questions asked.

Purchased my cabin trolley back in Jan 2022. It’s beautiful, functional and never let me down since.
Unfortunately in Jun 2024 it had minor breakdowns (sleeve and internal devider), but the customer service quickly replied to me and sent me a new trolley to replace the previous one.

My handle broke on my cabin bag (many many miles done) and I was devastated. One call to the warranty team, choice of send the bag or ship a free replacement to me. Customer service brilliant (Jenny)!
BTW, my bag is circa 6 years old!

Great design, innovative and elegant. Solid and robust luggage, with long durability. And above all, amazing customer service, responsive and effective. They replaced my trolly in one week after the purchase because it was defective and eight years later they have shipped to my home address for free the telescopic handle that was to be replaced because of usage.

I’ve been a customer since 2021- the products are flawless and such a pleasure to use traveling! I have the cabin& the check-in luggage (H6 RE / RE Hard Shell / Size M) very happy with my purchase. Customer service is great and the seasonal deals are fair. Warmly recommend

I’m very happy with their service and products. I am using a full luggage set from Horizn studios and am very happy with the quality and fair price. After traveling heavily for years two damages on the wheel and handle occurred and the customer service provided me with a repair and replacement under their warranty.

great customer relations . . my little belt bag that I love broke after about 1.5 years of constant wearing . . I got back to them and they were absolutely charming and are sending me another one . . no fussing or arguing about it . . . very nice people ! Ive previously bought three marvellous suitcases from them - strong and smart . . . very happy !

Owner of 4 products, 2xM5 cabin, 1x seth troxler edition, and very happy with all these.

However, the Sofo Travel Backpack does not nowhere live up to the expectations of the other products they produce.

So many flaws in the design, it is unbelievable with the price tag, compared to other outdoor brands with crossover to nomad packs.

- Only bottles of 400ml can fit in one of the side pockets and. I can live with that, and zippers here work, though only 1 zipper from one side, placed so if you hang on one shoulder you can reach with one hand and open. Not ideal, but ok.
- zippers are impossible to close unless 100% straight for the laptop department. This works a little bit better if you leave it in the detachable metal brace, I did that on my second trip.
- The straps on the shoulders are super tight, can't be tightened or loosed while having the pack on my back, not even when using full force with two hands. They can also just be adjusted very slightly at a time because of the small green fixed strap holding the excess fabric on, making it almost impossible to adjust on the go as you take stuff in/out of the bag for use, and want to use it for something else. I thought it would get looser over time, did not happen.
- no chest strap - why? I have it loaded with 7kg now and all the weight is on the edge of my shoulders, i really sucked on the whole duration of my first trip. I then invested in a universal chest strap myself for 10€ that does not match the design, which does not work ideally but helps a bit.Should at least design one you could offer to people who have bought this.
- The shoulder straps are just too short for a normal person (I am 173cm tall, 64kg) (see pictures), they sit in your armpit making the back very uncomfortable to carry if you are only wearing a t-shirt or have it loaded with 7kg
- Why this cartoonish big Horizn logo on the bag, instead of none or a small stylish one?
- The logo strip on the front is stitched on each end, but glued on in the middle, it is now loose just after 2 weekends of use.
- Heavyweight material, eats up your cabin allowance, 700-800g higher than a similar Tight Pro Häglöfs Large
- Keychain holder easily falls of its place by it self, especially if acccessing the compartment why on one shoulder on the go. Now I have carabine there instead, but I mean come one?

For 360€ with many basic design flaws is a rip-off, this is more a designer bag than a functional one.

If I could return this I would, and to the rest of you looking for a digital nomad-style backpack, please avoid this and hopefully Horizon can make the next version of this backpack match the quality of the rest of their products.
You can buy 3x North Face Borealis Classic Backpacks to this price that are 3x times as functional, durable, and adjustable.