Complaints

This profile includes complaints for Eli Lilly & Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Eli Lilly & Company

  Lilly Corporate Center Indianapolis, IN 46285-0001

  
• 

  Eli Lilly & Company

  893 S Delaware St Indianapolis, IN 46225-1782

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a prescription of Zebound and 2 of the 4 syringes in the box malfunctioned and I DID NOT receive the medication. I reported the information to *** Lilly, was told they would send a me a voucher to fully replace the box that contained the bad products. I took the voucher to CVS where I had it filled and they refuse to fill the voucher without me having a new, renewed prescription on file. I do NOT want to renew the prescription and the doctor will not renew it until I pay ANOTHER SEVERAL HUNDRED DOLLARS!!! I WANT THE BAD, MALFUNTIONING SYRINGES LILLY MANUFACTURED REPLACED!!! NOT A NEW PRESCRIPTION OF THEM. OR I WANT MY MONEY BACK!!! I CANNOT GET ANYONE ON THE PHONE THAT WILL HELP ME. MULTIPLE CALLS TO REDICULOUS CALL CENTERS THAT CANNOT HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  

  Business Response

  Date: 06/25/2025

  Thank you for your email. Lilly is unable to dispense products directly to patients; a replacement voucher was provided for the defective product. Patients are responsible for ensuring that they have a valid prescription in order to redeem a replacement voucher at a participating pharmacy. 

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been taking mounjaro for 3 months. The medicine is administered by a pen device where you inject into the subcutaneous area of the skin by unlocking the device and pressing the button which activates the plunger. I received a defective device that did not inject the medication into my skin. I called *** Lilly and they claim they claim the pen was not used properly which is false. I've had no problems with injection until this device failed. *** ********************** refuses to provide a voucher for the defective device insisting they I used it incorrectly. Upon further research, I learned there is a high failure rate of the pen device. Many complaints have been posted about the device not working properly.

  

  Business Response

  Date: 06/24/2025

  Thank you for reaching out. We had a director of customer support review this patient's two calls with our call center. Based on information provided by the patient on the phone, the agent confirmed that the patient had indeed received his dose of medication. A manager also called back to confirm the finding. Although we understand this is not the outcome that the patient was hoping for, we can confirm the patient received their medication and therefore was not eligible for a replacement. All Lilly policies and procedures were followed. 

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A Mounjaro pen administered by my RN wife was defective and did not inject the medication . I am simply asking for a replacement pen (*2.5mg dose ) .

  

  Business Response

  Date: 06/19/2025

  We had a director of customer support review the recording of this patient's call to The Lilly *************** Based on information provided by the patient, Lilly determined that this patient did indeed receive their dose and was therefore not eligible for a replacement. Although we understand this is not the resolution that the patient was seeking, the patient in question did receive a dose and Lilly policy regarding replacements was properly followed.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought vials of Zepbound from Gift Health on 5/29/2025. They were shipped but returned back to Gift Health by *** for some unknown reason. Gift Health was great and was set to resend new vials after I returned home from a trip on 6/11/25. Vials arrived that day but were warm and all ice packs melted. It was evening so tried to get ahold of an agent for advice but was unable to get anyone. Put them in the fridge as instructed in the directions. Once I spoke to an agent next day I was told not to use any of the vials, since they had been at room temperature. Have spent the last week trying to get more answers everyday. Gift Health said they are not responsible for a replacement, and Lilly Direct said Gift Health is responsible as well. I keep being told by *********** to call Lilly, but the call keeps going to back to Gift Health with no resolve. I really hope I am not out $350, but also I am not nearing 3 weeks of schedule using the Zepbound.Hoping for resolve soon.

  

  Business Response

  Date: 07/02/2025

  Thank you for your email. Our team looked into this case - the customer was errantly told that the product was not viable, when it was. The ********** team provided a callback on 6/18 to explain the situation to the customer. Corrective feedback was provided to agents who offered incorrect advice.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a using of zepbound. In this year, I have three had three zepbound pens fail. I pay OOP for this medicine. The cost with coupon is $650. In each instance, I ***orted the failure to the zepbound hotline. The Lily *** provided a coupon for a new box of medicine. However for the last occasion - see above - the coupon would not work. When I called Lily, they said I could only get two ***lacements per calendar year so since this was my third pen that failed, I do not get a ***lacement. The *** apologized and agreed with me that I should get ***lacement coupon that was honored but she could do nothing more to help me. This seems unfair. I did not get what I paid for. See below for request # and ID

  

  Business Response

  Date: 06/18/2025

  We had a director for patient support review the record of patient's call with Lilly. We only have record for two calls in December 2024 and May 2025. The patient was provided replacement vouchers in both instances including on a call on May 29, 2025. There was no record of the agent mentioning a policy limiting replacements. Per our records, this patient has received a replacement each time they were determined eligible for one and contacted Lilly.

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  with respect to the 5/29/25 call and the voucher provided - when I attempted to use at CVS the voucher was denied.   The pharmacist and I called Lily support.   I gave the ** number for the coupon.  This was a 40 min phone call where I was transferred 3 times.  The representative said the 5/29 voucher could not be used bc I had used a voucher 2x earlier in the year.   That is the point of this complaint.   Lily needs to review the  customer call from June and provide me with a voucher that works or refund me 650 so I can buy the medicine  OTC again or send me the medicine directly 
  
  Regards,
  
  ***** *******

  
  

  

  Business Response

  Date: 07/07/2025

  Hi BBB - Lilly offices were closed the week of July 4. I have an update request to the customer support team. 

  

  Business Response

  Date: 07/08/2025

  Hi BBB - our customer service agents dug in deeper to this case. This patient already redeemed a voucher twice this year (Jan 2025 and Feb 2025). They have received two boxes for replacements. Lilly policy is that they would not be eligible for a third voucher. The patient will be unlikely to accept this resolution, but that is the correct decision per Lilly policy. 

  

  Business Response

  Date: 07/08/2025

  We performed additional review with the customer support team and our voucher vendor to determine the status of the voucher. This patient has received two paid claims for two new boxes of pens, in January 2025 and February **************************************************** January 2025. Per Lilly policy, the patient is not eligible for an additional voucher as the patient has already received vouchers twice. We understand that this is not the resolution that the patient was seeking; however, it is in line with Lilly reimbursement policy and procedure was properly followed. 

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Lily sold me a defective pen.  They are now refusing to replace the defective pen.  What happened in the past does not change what happened and what they owe me based on the 650 I paid for four pens.   At a minimum Lily should send me a voucher for $162.50 to use toward a future zepbound purchase as I am a a direct lily purchaser presently.  
  

  i reserve all rights to pursue in an alternative venue if i am not reimbursed for the one defective pen. 
  
  Regards,
  
  ***** *******

  
  

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My physician submitted a new prescription and I paid for the Zepbound vials on 5/6. All of the comments say how quickly shipment is made. The AI customer service says my order should have shipped but stated no tracking #. Multiple tickets have been opened this week for pharmacy operations to check on my order and nothing. Everyone says theyll get back to me and dont. I emailed and said if U cant get the medication sent, then cancel and issue a refund! 2 days later I got an email stating, Your order has been cancelled, but Im not sure if we can issue a refund?? What?? I tried to change the cancellation then, I just want my order filled, and no one can help?! That is a lot of $ to have tied up.

  Customer Answer

  Date: 06/13/2025

  This issue has been resolved, order has been shipped. Thank you!! 

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving Zepbound from *********** since February 2025. My first prescription went through easily and the first three months of medication refills were fulfilled as expected. My doctor sent in a new script for an increased dosage May 12. I received notification that it was received by ***********. After waiting the three days the company says for the script to be processed, I contacted the company via chat function to find out why I was not sent a link to checkout. I was told the order was canceled because the provider needed to send in a new updated prescription with corrections to the instructions. My provider told me they had received no such ***************** forward to June 11. After three additional chats, and phone calls to four different agents (******, Senquazia, *********, ******), two supervisors.. ***** and one yesterday whose name I dont recall, I have NO fulfilled script. I have been told a wet signature by the doctor was required. Makes no sense, bcause that could only be provded by a mailed in script. Website says all scripts should be emailed or faxed. I have been told the script had no signature. My doctors office faxed three scripts with signatures. The Lily ****** supervisor yesterday suggested I go to my doctors office in person and look over their should while they send in the signed script to verify! Three agents said they tried to contact my doctors office on separate occasions and were unable to reach anyone or get a call back. My doctors office says no such calls were received. One agent laughed at me!In the meantime I have been delayed in starting on my new medication dose by one month and do not have medication for my next dosage on Tuesday.The Lilly website says we will keep you informed every step of the way to make the process as smooth and stress free as possible. Not true. It is apparent to me they do not want to fill this and I conclude they no longer wish to subsidize self-pay options.

  

  Business Response

  Date: 06/13/2025

  Lilly Direct was able to connect with this patient's provider to correct the issue. Patient was able to check out next dose successfully, and should receive shipped product soon. 

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  ***** called me within a few hours of me filing a BBB complaint.  So kudos for quick response.  There were also issues with my providers office in fulfilling this script.  Unfortunately, it took me getting both parties on the phone together for it to be resolved, including me verifying correct phone numbers and fax numbers.    I would like to see Lilly do a better job escalating and resolving issues, rather than the passive response I received multiple times we have reached out to your provider and are waiting to hear from them.  Offering, for instance, to stay on the line while the patient contacts her provider would have resolved this much sooner.  

  That said, ***** did just that and proactively called me back to let me know that they received the needed authorization from my provider.  I received my prescription the very next day.  Thank you for resolving this.
  
  
  

  Regards,

  ****** *******

• Initial Complaint

  Date:06/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Mounjaro single dose pens for 6 months. Normally I feel a small pinch, and when I pull the pen away from my skin, there is small drop of medication or blood at the injection site. There was no pinch, no liquid/blood and no click from the pen. I called customer service and they insisted that I received the proper dose, and that you don't always feel the needle. Basically saying that because I couldn't prove the pen was faulty before going through the motions that I must have received the dose. Now I'm missing a dose. I was only asking for 1 replacement pen and was more than willing to submit the defect for further investigation.

  

  Business Response

  Date: 06/10/2025

  Thank you for reaching out. We had a director of customer service review this patient's case. Upon re-review, we confirm that this patient received medication and was not eligible for a replacement at this time. This was based on information provided by the patient as well as pictures provided of the device. Patients may not feel the needle as it injects, but that is not necessarily indicative of whether a patient received a dose. Although it is not the resolution that the patient is hoping for, Lilly followed our internal policies when determining eligibility for a replacement. 

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried for two months to fill a prescription for ******** in the vial form. My first prescription was mistakenly sent in as a compound and in pen form on 04/08/2025. This was the first attempt from my doctors office, but the electronic system from Lilly Direct rejected the prescription because of the compounding (at least there was a record of receiving this prescription).Every week since that time I have spoken with Lilly Direct and Gifthealth repeatedly to try to get this prescription filled, sometimes twice a week to follow up. Each time I call, there is no record in the system of my previous call or why the prescription isnt getting into their system.I have previous experience as a *********** manager and find it very hard to believe there arent any records of my calls. I started recording dates, even conferenced in with my doctors office-5/12/25, 5/16/25, 5/20/25, 5/23/25, 5/29/25. They record calls, so they can retrieve them.I had also asked the doctors office to fax in the prescription on two separate occasions, which Gifthealth and Lilly Direct say they did not receive. They cannot seem to get any records of attempts to fill the prescription, except for the very first time when they had a rejection reason for the pens. From this I know the doctors office is making a connection.I just want the prescription to be filled and feel I have done everything in my power to get them to fill the vial. Lilly is the only source to fill the vial seems a bit of a monopoly. If the price of the pens and vial were the same, then I would get the pens from another source, but the cost of the pens is $1000, whereas the vials are $500 (doubling the cost of the injection method).I believe this situation is unfortunate and I just want my prescription filled. It feels as if Lilly Direct / Gifthealth make it extremely difficult to fill the vial prescription and need to rectify the situation or provide other pharmacies with the ability to fill the vial.

  

  Business Response

  Date: 06/24/2025

  Gift Health has made multiple reach-outs to the patient and provider. The provider did not send a valid prescription and used an incorrect fax number. Gift Health has left multiple messages with the patient's provider and pharmacist, who also provided updates to patient. We suggest as a next step that the patient share back the direct nurse line to GIft Health so that they can provide direct instruction to nursing staff (have left messages but only reaches reception).

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for medication but right after placing it received communication that I should NOT take this medication based off bloodwork. I immediately reached out to Lily ****** and was advised they could not help me. They are robbing me and sending something I will not use. I demand a refund and cancellation of this order today.

  

  Business Response

  Date: 06/03/2025

  This patient's order was successfully cancelled on 6/1/2025. Gift Health is reaching out to the patient to confirm as well.