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:12/30/2022

  Type:Delivery 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.

  Opened my childs humalog junior quick pen package and one of the pens was shattered with no insulin in it. Called for 3 days- waiting for an hour or more each time with no one answering. No email to send this issue- no live chat- just a number where they keep you on hold the entire time

  

  Business Response

  Date: 01/05/2023

  Thank you for raising the issue. This patient made contact with an agent today at 12:39 PM.  She was approved for a replacement, which we have submitted as high priority for replacement. She should receive a replacement soon. 

• Initial Complaint

  Date:12/07/2022

  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.

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************  

  This is a bait and switch 

  when it originally came out the coupon could be used without any restrictions and it should be honored until the original expiration date of 6/23 

  
  

  

  Business Response

  Date: 12/08/2022

  Thank you for reaching out. Mounjaro (tirzepatide) is approved by the U.S. Food and ******************* ***** for glycemic control in adults with type 2 diabetes, as an adjunct to diet and exercise. Lilly does not promote or encourage use of Mounjaro outside of its ****approved indication.

  Starting November 10th, we updated the **************** program to reinforce that prescriptions that are consistent with *** approved product labeling or considered to be on-label use of Mounjaro may be able to access Mounjaro.

  A prescription consistent with product labelling means that the prescription written by health care provider is for the disease or disorder approved by the ***.  For example - Mounjaro was approved by the *** as a once-weekly injectable prescription medicine that is used along with diet and exercise to improve blood sugar (glucose) in adults with type 2 diabetes. Please see the full safety summary on the website.

• Initial Complaint

  Date:12/06/2022

  Type:Order 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.

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************

  The first contact with *** Lilly was on 11/10/2022 @ this phone #
  ************. I was told a replacement injection would be sent before my next one was due. 
  every 7 days. That a box would be sent to return the bad injection back in. 
    Second contact was somewhere around 7 days later with no results 

  I had received box and letter to send bad injection back. 
    Third contact we was told that this was totally unacceptable and 

  it was being over to another department of *** Lilly was given a new phone # 

  ************ and a confirmation # ******** at this time the bad injection was mailed back

  to *** Lilly with tracking # ********************** and mailed on 

  12/3/2022.

    Fourth contact was to another new phone # ************ with no results 

  everyone of these phone calls took an hour for them to answer the phone 

  We are out 6 hours of are time not including the time with the BBB 

  This is a very bad way to do business and let alone how to treat a person with health issues 

  When *** Lilly told you my spouse called well yes she did but ****************;

  would not give her any information about me because I was not home and I was at work. 
  They told they could not give her any of my information that I would need to call myself and that was another hour on the phone 

  while they took their time to answer 

          Thank You *********************;

   

  
  

  

  Business Response

  Date: 12/07/2022

  Thank you for reaching out. Our records indicate that this patient's spouse called on 11/30/2022 to follow up, and our agent verified that the voucher request was escalated at our vendor on 11/29/2022. We anticipate that this customer's request will be fulfilled soon as our voucher vendor processes the request. 

• Initial Complaint

  Date:12/05/2022

  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.

  On December 3rd, my Mounjaro pen failed. Inspection of the pen showed a broken needle, I subsequently tried a second injection to insure that the medication was taken. I have spent three hours trying to contact *** Lilly to report this issue with no contact to a real person capable of dealing with my problem. I have been using injectable medication for three years and this is my first negative experience. It is definitely a dissatisfying experience with *** Lilly.

  

  Business Response

  Date: 12/07/2022

  Thank you for reaching out. According to our records, this patient subsequently reached an agent on 12/6/22 and a replacement pen has been approved and will be given to the patient. 

• Initial Complaint

  Date:11/23/2022

  Type:Order 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.

  To Whom It May ******** I have been in the Lilly Cares Patient Assistance Program since November 2021. Recently, when I tried to renew my yearly application in September 2022, I was approved on October 2022. However, I have been trying to refill my Taltz injections for more than a month without avail. I contacted LabCorp on November 3, 2022 to refill my medication and they mentioned that the Lilly Cares Program failed to send my prescription. I have tried reaching out 3 times within the last month without avail. Each representative mentions that they are unable to send the prescription that my doctor ****** directly to LabCorp. They have also refused to pass me to a supervisor to fix the issue. I asked my doctor to resend the prescription on Nov 21, 2022 in front of me and I tried calling LabCorp again. However, they mentioned that I do not have my prescription on file. I am kindly asking Eli Lilly & Company to please help me refill my medication. I have to administer my Taltz medication on December 3, 2022. If I am unable to inject myself, it could hinder my health. At this time, I am worried that I will not have access to my medication on time. The ideal resolution for my case, in my opinion, is for Lilly Cares to send my prescription over to LabCorp and personally ensure themselves that they received it electronically, so that I can refill my medication.

  

  Business Response

  Date: 11/29/2022

  Thank you for raising your issue. We want to help. The patients order is scheduled to be delivered on 11/30/22. Lilly Cares called the patient on 11/28 to provide an order status update, however there was no answer and no option to leave a message. Lilly Cares will call again on 11/29 with an expected delivery of 11/30.