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.

close

Find a Location

Eli Lilly & Company has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/27/2025

  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.

  Ive been using *** lily injector pens for the past month. I had an unintentional user error in my 4th dose so I immediately reached out to *** lily directly to see if I could purchase a replacement pen to replace the dose for the week as I would otherwise be missing it. They rejected my claim because I have ******** as a secondary insurance. Discrimination based on insurance shouldnt be allowed with any pharmaceutical company. I have a private primary, which refuses to cover the medication due to the cost, but my secondary does. Due to this they wont allow me to pay to replace the dose, and I now have to start over on the medication. The company needs held accountable. If youre going to offer a medication voucher to one person, you shouldnt be legally able to deny another based on their financial status leading them to qualify for medical assistance to help cover medical expenses and prescriptions. I pay over $200 per month for medical assistance through a program called MAWD, so neither insurance is free. I still have a copay on the medication as well. Its discriminatory behavior and it needs to be corrected. I now have to pay out of pocket for an entire box of new medication to replace one pen.

  

  Business Response

  Date: 05/28/2025

  We had a customer service director review this call, and although it is not the outcome the patient was hoping for, it was properly handled per Lilly policy. Based on the information that has been presented, we dont provide vouchers or replacements to individuals that are enrolled in programs where their healthcare expenses are paid in part or full by the government. This includes if their government insurance did not pay for their medication, or if they paid out of pocket for their medication. We recommend that you contact your insurance company to see what other options might be available. 

  Customer Answer

  Date: 06/02/2025

  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. 
  
  As a healthcare professional, I would lose my license if I discriminated against a patient based on their insurance coverage. Yet a multi-millionif not billiondollar pharmaceutical company can openly discriminate against individuals who rely on state-funded insurance without consequence. Its open ground for legal action against you directly.
  
  
  I rely on that secondary insurance (that I pay over $200 a month for) to manage a heart condition that my primary insurance doesnt fully cover. Without it, I might not even be alive today. When I reached out to your company after receiving a defective product, I didnt ask for a full replacementjust a single dose so I wouldnt have to go without. But insurance wont cover a replacement, and your company refused to help.
  
  
  Its shameful what unchecked corporate greed has done to the pharmaceutical industry. Im currently exploring options for a class action lawsuit due to your companys blatant discrimination and negligence. No one should be denied access to life-sustaining medication because of the insurance they carry.
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  Date:05/22/2025

  Type:Product 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 initial order was submitted 5/1/2025. After lots of confusion on both our parts, we discovered that Lilly/Gift Health only sent empty syringes without the medication vials. I immediately contacted them again and spoke with several people 5/20/2025 to receive a correct shipment. I was told that I would receive an email or call with my shipping information that day. When I didn't receive any communication, I called back 5/21/2025 and had to end the call when I was on hold for over 30 minutes. Called again today, 5/22/2025 and routed to 3 different people and explained the same thing 3 different times. Still not given my shipment information, even though the 2nd Lilly representative said the shipment was authorized. The last person said that I would receive a call back that I am still waiting on. The call today lasted almost 90 minutes. I do not understand why this is so difficult - as an industry leader, I did not expect to have an issue with receiving my order. I was working with a small, compounding pharmacy at first and the service was impeccable. Frustrated. And, if I call again, it will be another loop with no resolution. I don't know what to do but definitely the Lilly direct option is not worth it for the average patient in need of medication.

  

  Business Response

  Date: 05/26/2025

  This patient was approved for a replacement via GiftHealth. 

  Customer Answer

  Date: 05/27/2025

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:05/21/2025

  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.

  Lily direct to home orders and customer service and how one hand doesn't know what the other hand is doing.

  

  Business Response

  Date: 05/28/2025

  After the complaint was submitted, the patient was able to check out medicine on 5/21. Gift Health connected with the patient on 5/22 to note status, and the medicine was scheduled for delivery on 5/23.

  Thank you for sharing your feedback on Lilly Direct - it was shared with the team to continue to improve processes.

• Initial Complaint

  Date:05/17/2025

  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.

  Prescription sent Monday 5/12 for zepbound 5 mg vials. I received a notification that it was received at 505 pm. No additional information received. Called wed 5/14 to find out they denied prescription as it was not time for refill. Explained that I am leaving the country 5/20 when my refill would be available. I was able to do a one time out of country override and received a link to pay Friday 5/16. I paid and received a notification that it was being prepared to ship and it never shipped. Spoke with a manager at ********** on 5/17 who said it would ship and might be late. I still do not have a tracking number. I need a tracking number before I leave so that I can make sure, at the very least, someone can pick up my package and get it in the refrigerator.

  

  Business Response

  Date: 05/22/2025

  Thank you for reaching out. The medication was successfully delivered as of 5/20. The customer was impacted by storms in the *******, and packages were held and shipped Monday 5/19. We have shared feedback with our vendor on what happened in this case. Thank you for providing feedback on your experience.

• Initial Complaint

  Date:05/09/2025

  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 ordered my prescription through Lilly Direct and was sent a link to pay after my doctor was sent a request for additional information. AFTER they received the payment they send a text saying we need to clarify something before it ships. Oops ok. Called the doctor, the doctor responds. Tge doctor CALLS the number. No, we dont beed anything he is all good and should receive his medication soon. Next day nope we still need more informaation. She calls back, gives said information. Today the order waas cancelled because they didnt receive the information. This is a racket, and bad business for a company I thought so highly of. ****. Wegovy wins.

  

  Business Response

  Date: 05/15/2025

  Hi BBB - this patient's provider provided three incorrect prescriptions to Lilly Direct - wrong product, wrong dose, and then a compounded version (which Lilly does not provide). Our fulfillment partner has attempted to reach the patient's healthcare provider three times for a follow-up; however, that provider hasn't responded. I reached out directly via email to the patient today to explain that their doctor sent the wrong prescriptions, and note that we need their doctor's help responding to the follow-up in order to proceed. If I don't hear back from the patient or we don't get follow-up from the doctor with the correct prescription by the last day, I will respond accordingly in the BBB system.

  

  Business Response

  Date: 05/15/2025

  We contacted the patient's healthcare provider three times to ensure that Lilly Direct had the correct prescription, but the provider did not return contact. When the patient was contacted about the status, they requested a refund. On 5/15/25 Lilly Direct partner ********* confirmed the issuance of a refund which should appear in the patient's account within ~3-5 days.

• Initial Complaint

  Date:05/08/2025

  Type:Sales and Advertising 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 recently started Mounjaro and received a pen that had no medicine in the needle was bent and out of place. The needle was not in the needle slot in the pen. I sent in a report with pictures attached and spoke with the customer service representative and provided further information and details regarding this issue. I was informed I was not able to get a replacement as I did not inspect the pen prior to me using the pen. I paid for this medication and received a pen that had no medicine and the needle was not in the correct place that would be the company fault for sending me a faulty pen, it is not acceptable for me to not receive a replacement only because I did not inspect the pin prior to usage.

  

  Business Response

  Date: 05/19/2025

  Hi ******* - our customer support team has tried to contact the patient three times, but she has not answered. I sent one more email to them today to see if they were able to reach her. If they havent, Ill respond to the complaint **** with that info and Lillys contact number. 

  

  Business Response

  Date: 05/20/2025

  Thank you for reaching out to the BBB. We attempted to reach this customer three times at the contact number provided, but were unable to reach the patient. Please call The Lilly ************* ***************) if you have further questions. 

• Initial Complaint

  Date:05/07/2025

  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 purchased ******** from Lily ****** and Gift Health. My first order went smoothly no issues. The second has been a disaster. The package was delivered to the wrong address, then there was no medication in the package only syringes that I did not even purchase. I have contacted both Lily ****** and Gift Health, I was transferred to tons of people, was told several times that the medication was being shipped, then told they were still investigating. I do not get call backs when they say they will contact me. I have called and been on hold for 30 minutes plus. I have been told that it is Gift Healths responsibility to replace the medication and Gift Health says it is Lily ******s responsibility. I have been going back and forth with these people. I have now missed 2 doses which is infuriating. I am beyond frustrated. I also do self pay and I am out almost $400 and have no medication. Also on the first call to report the missing medication the woman stated that I was the third ****** to call with the same issue. Something needs to be done about this.

  

  Business Response

  Date: 05/14/2025

  Thank you for reaching out. Our partner Gift Health spoke with the patient and provided replacement. 

  Customer Answer

  Date: 05/15/2025

  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. 
  
  
  

  Regards,

  ****** *****

• Initial Complaint

  Date:04/30/2025

  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 bought a zepbound 5 mg pen and the first pen was defective. I called Lilly and was told there was nothing wrong with the pen. I have lost 0 lbs in a month when I have used Mounjaro before with much better results. I think this was a bad batch. Lilly please this drug costs $550 and I am making a huge effort to buy it. Only for it to not work like its supposed to.

  

  Business Response

  Date: 05/15/2025

  Thank you for reaching out. We had a customer service associate director review the record of this patient's contact with Lilly. Upon assessment, Lilly confirms that through the interaction in the call the patient is not eligible for a replacement and received their dose of medicine. Although we understand this is not the outcome the patient was hoping for, we handled the case per our procedures, and this is the correct outcome per Lilly replacement policy.

  Customer Answer

  Date: 05/19/2025

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  I made a second call to provide additional information. We went through the questions again. 
  
  Regards,
  
  ****** *****
  

  

  Business Response

  Date: 05/20/2025

  Hi ******* - we had customer service representatives review this patient's case, and determined it was triaged appropriately. I understand the patient disagrees and won't mark it as resolved, but Lilly followed our procedures here and determined that this was the correct outcome for this case. 

  

  Business Response

  Date: 05/21/2025

  Thank you for reaching out. We had a customer service associate director review the record of this patient's contact with Lilly. Upon assessment, Lilly confirms that through the interaction in the call the patient is not eligible for a replacement and received their dose of medicine. Although we understand this is not the outcome the patient was hoping for, we handled the case per our procedures, and this is the correct outcome per Lilly replacement policy.

• Initial Complaint

  Date:04/22/2025

  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.

  To: *** Lilly Subject: Urgent Complaint Regarding Ongoing Technical Issue Preventing Prescription Fulfillment I am writing to express my deep frustration and serious concern regarding an unresolved technical issue with Lilly Direct that has prevented me from receiving my prescribed medication, Zepbound. Despite multiple attempts over the past several days to address this issue through the appropriate support channels, I have yet to see any resolution or meaningful action ******** primary care physician submitted two prescriptions for ********, with the second submitted on April 10, 2025. Since that time, I have made numerous calls to **************, **************, and ************** to complete the required verification process. Each time, I have been met with representatives and supervisors who either lack the authority or the willingness to resolve the underlying technical glitch that is preventing me from receiving the verification call.On Friday, April 18, I was told that a member of the technical team would be contacting me within 48 hours. That call never came. As of today, April 21, there has still been no follow-up or resolution. I find this completely unacceptable, especially from a company of *** Lillys stature. I am appalled that what should be a straightforward identity verification process has become a barrier to accessing essential ************* angry, disappointed, and frankly shocked that a company asking for my business would make it so difficult to give it. If Lilly Direct is attempting to safeguard against fraud, those efforts should not come at the expense of patient care or medication access.I am demanding that someone with the proper authority contact me immediately at ************** to resolve this issue. I expect a solution, not another vague assurance or delayed promise.Sincerely, Dr. **** *******

  

  Business Response

  Date: 05/15/2025

  Thank you for reaching out. Our partner ********** was able to resolve the patient's issue. The patient successfully checked out their medication as of 4/24/2025. 

  Thank you for bringing the issues to our attention - your feedback was passed on directy to the Lilly Direct customer support team. 

  Customer Answer

  Date: 05/19/2025

  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. 
  
  
  

  Regards,

  Dr **** *******

• Initial Complaint

  Date:04/17/2025

  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.

  They draw blood for clinical trial screening and lose my information. 2 tines they said they would send results. I went to one of the screenings in *********. The **** blood and never sent me results. I doubt I am even in any list fur potential trials. No follow through twice.

  

  Business Response

  Date: 05/09/2025

  Hi BBB - could we get an extension on this one? I have never received a question about clinical trial eligibility and neither has our customer service team. I am searching for someone internally who can provide some feedback, but we have 4000+ scientific employees so its taking time to find the right one for clinical trial site management. Its common for trial sites to screen patients who may not be eligible. 

  Id actually argue this is not a business complaint, as clinical trials are not something patients pay for. But I will ask her for more detail so I can try to find the individual coordinating this trial enrollment. 

  

  Business Response

  Date: 05/09/2025

  Weve found a VP for Clinical Trial Site Engagement. Ive sent him a note to ask who can investigate what happened at the site where this patient drew ****** and see if they have an eligibility status for her. Still actively working on the complaint. 

  

  Business Response

  Date: 05/14/2025

  Hi BBB - I think I have found the two individuals who liaise with these clinical sites, so we are making progress. Establishing contact with them to understand the patient's status with the clinical trial system, and then will reach out to clarify what the potential enrollee would like to do (re-draw blood, determine eligibility, etc). 

  

  Business Response

  Date: 05/15/2025

  Hi BBB - I think I have found the two individuals who liaise with these clinical sites, so we are making progress. Establishing contact with them to understand the patient's status with the clinical trial system, and then will reach out to clarify what the potential enrollee would like to do (re-draw blood, determine eligibility, etc). 

  Customer Answer

  Date: 05/15/2025

  Lady contacted me from customer service. Waiting to hear back.

  

  Business Response

  Date: 05/15/2025

  Hi BBB - I requested some additional information directly from the consumer on what trial(s) the patient was trying to check eligibility for. I've found the responsible people within Lilly, they just need to know the specific clinical trials or therapeutic areas from the patient so that they can check for this consumer in those systems. Have requested this information directly from the patient, and they have not yet provided the information (as of 5/15). Will update once I've received it, or will update near the end of the response period if they don't respond to us.