Illumicrate Avis 181

I subscribe to book only and I absolutely love it. The books are really diverse, have exposed me to new authors and are absolutely beautiful on my shelves, it's a proper treat!
The customer service is also excellent. I am moving house next month, during the delivery period and was worried about when to change my address as I wouldn't have access to my old home after I leave. I explained all my dates (it was complicated !) when I emailed customer support and received a really quick reply detailing all the delivery dates and how they would work with my dates, and Heather had already made the changes on my account so I didn't have to lift a finger. They even included all the extra info about the upcoming books so I knew which delivery was which.
Super impressed as sometimes email support just disappears into the ether but I'm so glad I asked for help, they were super helpful and went above and beyond for me in an already stressful time!
Thanks Heather for being a legend!!!

I have been with Illumiacrate for a few months, and I have their Evernight horror subscription. So far, I have been impressed with the titles sent to me and the fantastic customer service. I have also purchased some books separately. They have all been such beautiful editions with amazing artwork, so I am a very happy customer. My son is also a subscriber to their original subscription and has been very happy with it for a few years. Thank you, Illumicrate, for such an outstanding subscription service.

I cannot speak more highly of the Illumicrate support team. They are very responsive to queries and extremely helpful. Special shout out to Heather who has been super patient and proficient in helping me:)

The customer service people are lovely, and super flexible and responsive!

I love Illumicrate for their books, boxes, shop, but the costumer service is also excellent. They always help me so much when there's a problem and are the nicest. Support them by subbing and you won't regret it.

I worried that the books would go to a different address as it’s a common problem. I have had email correspondence with Nel who was amazing and helpful was clear and even check on the Progress of my orders

I buy a lot of books. From a lotttt of different places. And I can confidentially say that no one takes care of their customers like Illumicrate. I had a book damaged in shipping that was in no way Illumicrate fault (Customs opened the package and badly damaged one of the books) and reached out to Illumicrate to ask if there way any way to purchase a replacement dust jacket, and they replaced the entire special edition for me- for the cost of shipping! This is just one of the incredible experiences I’ve had with them. They’re open, honest, transparent, and go the extra mile to take care of their people.

The Illumicrate customer service is amazing! I worked with Heather, and she was so delightful to work with! Answered VERY quickly, friendly, professionally and very helpful! Not only was my inquiry answered, but I couldn't be happier with the help and outcome!

I've had a couple of issues with damages on my books and so emailed in. Rayna on the customer care team has been absolutely fantastic. The replacements went missing but she took it upon herself to track them down and made sure i received everything in good order. Even when my ticket wasn't assigned to her, she went above and beyond to look after me. Really appreciate all your hard work Rayna! Thanks so much!

Heather was awesome! I reached out for help with a password reset via support ticket, and she responded so quickly. I was also thinking about canceling my Afterlight subscription because I thought I’d used all my skips. Heather kindly explained how the skip process actually works, and I was convinced to stay. She was incredibly kind and helpful — truly fantastic customer service!

I’m a long time subscriber for Illumicrate - it’s a great quality subscription with brilliant customer care and support. Heather exemplified this recently with a quick and efficient response to a refund request I had for a pre order. They were kind and resolved the issue quickly. This kind of care is why I will continue to support Illumicrate. It also helps that their subscription is excellent and I’m also subscribed to Evernight since it launched.

I purchased a book from them for the first time and received it with damage. A rip in the spine at the bottom and the endpages were ripped due to some excessive glue. Customer services took about 2 weeks to respond the first time to then tell me I cannot receive a replacement cause it's not enough damage. The second time the Head of support claims that she stands by that assessment. But that if I would like I could return the book for a refund (shipping it to them is on me obviously). Takes them on average a week to respond but if I want that refund I have to tell them within 5 days. This is a company marketed for book lovers who spent an absurd amount of money to get special editions of their books and then they cannot show any compassion? And then this is how they end their email: "I'm sorry about this and for any disappointment it causes. " So you know you messed up but don't wanna do anything about it? Another thing to note about the customer service is that they don't even read the full email you send, just want they want and respond to that. For example, I showed them resellers that get pristine copies and they said that they wouldn't have given them a replacement either (make it make sense). Bad policy, watching videos and reading reviews made it very clear: they give those replacements to whom they want for whatever reason. Showed them a content creator with a cut in her dust jacket, which she received a replacement for, they mention she had more damage while showing me the same damage from another angle (btw when I told them it was the same damage they dis not comment). But they are adamant that she did not receive special treatment. So in the end they did nothing and said the issue is resolved. Buy from them at own risk.

Had a really grate experience with Atiya from customer support, who helped me with a customs issue

As an Illumicrate subscriber for a few years now, I’ve received plenty of their packages with no issues. However, a few months ago, an item arrived misprinted (the design was placed upside down) and reached out; they were kind, supportive and sent out a replacement item quickly. Additionally, I recently had a full box stuck in customs (which is out of their control) and they helped keep track of and update me while they tried to manage it on their end until the package was finally in my hands. Thank you!

I have had months of perfect condition books shipped to me through Illumicrate. Recently, I received a damaged book and reached out. Illumicrate responded within a couple of days and a new book was shipped to me free of charge the next week. Excellent customer service.

I have been a subscriber of illumicrate since 2019 to the young adult box and just recently the starbright box. The I've always enjoyed the bookish items and books when I've received them, especially the useful everyday items (and the blankets! My family relax every night with our own dedicated bookish blanket).

Whenever I've had an issue with my account the team has been very responsive, either fixing the issue promptly or providing frequent updates on the progress of the investigation while the issue is being resolved (most recently my account de-synced and split between a new email and old email. The team were very supportive ensuring my subscriptions were unaffected and my account merged during a busy period for the business).

I highly recommend this subscription service, not only for the great items, but also for the great team behind it all.

Absolutely exceptional!! Impeccably packed and delivered books. The books themselves are so beautiful and wonderfully designed. The customer service is beyond fantastic and they genuinely seem to care about their books and their customers. The diverse range of genres, characters and authors is incredible and means so much to me. Additionally, they never use ai which I really respect and am so grateful for. The artists are so brilliant and get the recognition they deserve. I will definitely continue to buy from them well into the future. Cannot wait to receive my next orders🤩!!

i’m using illumicrate for over a year now and i’m very satisfied. my goods always arrived in good condition and the products inside always were of good quality. i appreciate that they do listen to feedback of their customers and try to put it into action. if i ever needed customer service they replied swiftly and were always friendly and helpful. also you can pay with paypal. i love to be their customer 💕

I've loved every single crate I received thus far and the items have been amazing! The one time I received a book with some minor damage, the Illumicrate team was super friendly and easy to interact with, getting a replacement sent out within a matter of days. Genuinely, it was a lovely experience with a lovely team, even if the circumstance was unfortunate.
This has also been an amazing way for me to find new authors I may not have heard about otherwise, offering a much needed level of ease in my hunt for diverse stories and worlds in an ever-growing environment. Specifically their focus on including stories about LGBTQIA+ characters has meant a lot to me personally, and it's helped me feel seen in such a large and scary world.
Mix all that together with such lovely items based on amazing stories delivered right to my front door? What's not to love? I cannot recommend this company more!

Always impressed by the Illumicrate team! The books are beautiful, the products are varied, and the customer service is excellent. I've been a subscriber for 18 months and received various special editions during that time. I've had only two issues both on the delivery end, and the Illumicrate team has responded quickly and resolved my problem both times.