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

  
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  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:04/16/2025

  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.

  Severe delays and mishandling of prescription for Zepbound through *** Lilly's direct pay pharmacy program.I am filing this complaint due to the extremely poor experience I had while attempting to fill my Zepbound prescription through *** Lillys direct pay pharmacy program. My physician submitted the prescription multiple times, yet *** Lillys internal coordination failures caused significant delays.For over a week, my prescription was misrouted between two different partner pharmacies that *** Lilly uses. Despite numerous calls on my part, I was repeatedly transferred to the wrong pharmacy, and representatives were unable to locate my prescription or provide a resolution. My doctor was forced to resend the prescription several times, and I still missed over a week of my regular dose as a result of the mishandling.This experience was frustrating, time-consuming, and unacceptableespecially when it involves a critical medication. If *** Lilly chooses to contract with multiple pharmacy partners, it is their responsibility to ensure seamless coordination and communication so that patients are not left without essential medication.I am asking for a formal acknowledgment of this issue and assurance that *** Lilly will improve their internal processes to prevent this from happening to other patients.

  

  Business Response

  Date: 05/08/2025

  Thank you for your email. We shared your summary with the Lilly Direct team and partners. The team initiated several changes to improve the fulfillment process. Thank you for sharing your experience. 

• Initial Complaint

  Date:04/10/2025

  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.

  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,

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

  

  Business Response

  Date: 04/11/2025

  Our vendor provided a refund for the patient on 4/9/25 at 1:28pm. The refund should be issued back to her card within 3-5 business days. Our vendor is also reaching out to the patient to confirm.

• Initial Complaint

  Date:04/04/2025

  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 started on a course of once weekly Injectable medicines in March 2025, that I get from them as my insurance doesnt pay. The first order arrived within 2 days of payment. My second order, has been an absolute nightmare. My doctor submitted a valid prescription on 03/24/2025 and I paid a lot of money out of pocket on 03/27/2025 in order to receive my next prescription in time for my next dose on 04/30/2025. Not only has my medicine not been delivered, I have received no emails, calls or responses to my queries on where my medicine is. I have already missed a dose and am likely going to miss a second one, which is absolutely unacceptable in continuity of care. I have tried to call them 5 times, and get placed on hold for up to 4 hours! I have tried their chat platform daily, which averages between ***** minutes a time , without any resolution or answers as to where my medication is and why they have not contacted me resolve any problems. Every time its a new excuse that they assure me is resolved and will send the medication the next day- but dont. Their customer service is abominable and I am tired of being ignored after taking my money. It is now 04/04/2025 and theres no sign that Ill be getting my medicines. 2 weeks and waiting.

  

  Business Response

  Date: 04/16/2025

  Our partner ********** was able to reach this patient's healthcare provider and resolve the issue. The patient has had their medication delivered.

• Initial Complaint

  Date:04/03/2025

  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.

  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,
  
  *** ***
  

  

  Business Response

  Date: 04/07/2025

  Thank you for reaching out to the BBB. We had customer support management review the interaction with this customer. Acccording to ********************** policy, after discussion with this patient it was confirmed that this patient did receive a dose, and is therefore not eligible for a replacement.

  Although we understand that is not the resolution this patient was seeking, we confirm they received a proper dose and all Lilly procedures for replacement determinations were followed. 

  Customer Answer

  Date: 04/09/2025

  The company couldnt have provided anything. I didnt send them the actual pen. The needle was bent. No medicine came out. They cant tell me I received something with no evidence. I paid out of pocket for months! Nothing like this has happened and as soon as I say something its a oh well situation. This is unacceptable and I will be on all social media platforms letting everyone know how you all treat your customers. You want to take Pharmacies to court but you cant take care of the people who are doing it legitimately. 

• Initial Complaint

  Date:03/26/2025

  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.

  With Lilly going after compounding services for tirzepatide they have forced everyone in using the Lilly Direct Program that use's gifthealth. I started my dose lower, as I wanted to play safe as I didn't know how my body was handle the brand from compound however that was a bad mistake on my part. In trying to increase my dose with thru program has nothing but a program. My doctor sends in a new script for the higher dose, I was told to stop taking the current dose. gifthealth will not fill my script as it is too early for a refill by their rules, however it is not a refill it was a new order. gifthealth doesn't care, and neither does lilly, contacted them both. gifthealth say's it is lilly direct that makes this rule, then lilly says gifthealth. Then I call back again to Lilly and now it is the *** limiting what I can get. Read thru the *** guidelines me and my doctor are following the rules, gifthealth and lilly are not. I am also filing this complaint with gifthealth. I didn't even know they where holding my new order, as they took it as a refill not a new script as other pharmacy's. I can't use other pharmcay's as lily has the price jacked up so high.

  

  Business Response

  Date: 04/07/2025

  Thank you for reaching out. We authorized Gifthealth to contact this customer to authorize the refill and resolve his issue. 

• Initial Complaint

  Date:03/13/2025

  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 am extremely frustrated with LillyDirect due to their lack of clear direction in filling a prescription for ********. Over a month ago, my doctor sent in my prescription following the directions on the LillyDirect website. On every attempt, repeatedly, they have rejected the prescription for the same three reasons. I have been on a compounded version of Zepbound for over a year. The *** has determined that Zepbound is no longer a shortage, however, my doctor and I have tried REPEATELY to establish care through LillyDirect and have failed to get through the process of getting my prescription filled. Despite multiple follow-ups, the required parties GIFTHEALTH LILLY SELF PAY have failed to communicate effectively, causing unacceptable delays. My DOCTOR and I have contacted the office multiple times, yet I am still unable to receive my prescription. The lack of communication and responsiveness has made this process unnecessarily difficult for my DOCTOR and ME! Patients should not have to endure such inefficiency, especially when it concerns their health and well-being and the fact that the compounded versions of this drug are no longer available to me. They create a monopoly and do not want other facilities to issue product but cannot provide adequate service.

  

  Business Response

  Date: 03/21/2025

  Hi BBB - I will respond separately to this patient's complaint, but our team followed up and our fulfillment partner has still not received a prescription from this patient. We're not able to take any further steps. They contacted the doctor and provided next steps; the patient and doctor may choose to send the prescription to another service. 

  

  Business Response

  Date: 03/21/2025

  Gift Health reached out to this patient's healthcare provider to explain next steps, and how to submit a prescription to Lilly Direct. 

• Initial Complaint

  Date:02/20/2025

  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.

  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. 
  
  (a) They have such arrogance that they do not even respond merely sending a text dated July 25, clearly not sent to me and clearly not addressing their criminal harrasment.

  (b) I have just this minute received yet another text from them threatening to cancel my prescription because I have not yet ordered - even though I have three vials still in the fridge and I will not need to order again until March 8.

  I am a journalist and am happy to write about this exortionate pressure.
  
  Regards,
  
  ******** *****

  
  ls and texts threaten to cancel the prescription if you do not order promptly.

  

  Business Response

  Date: 02/21/2025

  Thank you for your email. I reached out to the Lilly Direct customer support team. They noted that texxts are sent 21 days after the last fill, and that the patient must have a refill or next dose Rx on file for the next refill (Gifthealth text language is attached), but they appreciated your feedback, and will continue to refine the language around reminder texts and emails based on feedback like this. Thank you for sharing your experience.  

  

  Business Response

  Date: 03/05/2025

  Hi BBB - we will reply again to this customer's complaint with some suggestions and asking for clarification on what would resolve her complaint, but it is unclear from her rejection what will resolve it. Our team checked into this and she is simply receiving the same standard text messages that all patients who enroll in Lilly DIrect receive, including reminders to refill her prescription. Our team says there are no "extortionate" or "threatening" texts that threaten to cancel the prescription, and the survey she mentioned also does not threaten to cancel the prescription. There is a reminder text that she needs to refill in order to receive deliveries on time, and I will provide a reminder of the way that she can opt out. She did receive reminders to refill on 2/18, 2/19, 2/20, and 2/21 similar to other patients. We will provide a reminder on how to opt out of communications, but that will put the onus on her to remember to fill. 

  

  Business Response

  Date: 03/05/2025

  Hi ******** - please let us know what would resolve your complaint. Our team looked into the message history that yo'u've received, and there are no messages that threaten to cancel a prescription. Please provide if there's something you are concerned about, as our team was not able to find similar language. If you would like to opt out of any text communications to change the pace, you may text STOP to the texts to pause any communications and UNSTOP to resume communications as needed. The reminders are provided as a convenience to help patients remember to refill. 

  The optional survey link is designed to gather insights on why patients may not be ready to fulfill a prescription at the time of outreach, and help inform future communications. It is not a mechanism to cancel prescriptions.

  
  

  Customer Answer

  Date: 03/06/2025

  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. 
  
  The business is writing to a professional writer and journalist, I spend my life working with words. Your text messages show on the third occassion, that it is the FINAL MESSAGE, everyone I have shown it to sees it as a threat.

  The surveys are also threatening, they do not attempt to get honest information from the consumer but are thinly veiled threats.  A better way to approach consumers is in a friendly manner, eg "Hello X, our records show that you are on your third dose, please click here if you want to reorder now. Or if you would like to schedule a new date to place your order note it here ....... and we will ensure that your request is fulfilled.  Simple, friendly, honest.

  I understand that honesty may be a foreign concept to you, but try it, consumers tend to respond in an equally favorable manner. It would be nice to push your average review from 2 to 4 or even 5.
  
  Regards,
  
  ******** *****

  
  

• Initial Complaint

  Date:02/19/2025

  Type:Order 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.

  They have since corrected the month long issue 30 minutes ago. We can cancel this.

• Initial Complaint

  Date:02/17/2025

  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.

  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,
  
  ******** ********

   

  i did contact gift health but they are closed on the weekends and then I followed up on Monday and they said there was nothing they could do and I just had to wait. I am still wanting a billing adjustment , since I paid almost $575. Thisbexoerience ruined my whole Saturday waiting for the medicine that arrived 2.5 hours later . 

  
  

  

  Business Response

  Date: 02/19/2025

  Thank you for reaching out. We had an executive director of customer support review this complaint. The patient's prescription was attempted deliery on 2/15, and ultimately returned to sender because the consignee was not in. A replacement was sent through our vendor Gifthealth on 2/17, and is out for delivery on 2/18. 

  The patient has not contacted vendor Gifthealth, however they do have text communications on so they should receive status updates on the replacement as it is delivered. 

  UPS tracking links provide a delivery window, but the time of arrival is estimated. In this case, we were able to provide a one-time replacement. This should resolve the patient's complaint. 

• Initial Complaint

  Date:02/05/2025

  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.

  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. 
  The response from the business did not report my responses to their agent.  I never indicated I saw medication in the injector.  I believe, that I  said I did not check the injector for the medication prior to use, which is true.  I also explained that when we took the injector apart there was no evidence of any medication like droplets or moisture. I said more than once that the cartridge was dry.  I don't know why the response from Lilly was so inaccurate.  I don't believe they have the ability to know If the medication.  I don't believe there was any medication in the syringe to start with.  I did report that the pen did not fire as it usually did but considered a lack of medication as part of a pen failure.  I can't say exactly what was wrong with the pen and Lilly cannot say with certainty that I received the medication.  I took another shot as soon as I could get the medication from the pharmacy and suffered no side affects or issues to indicate I had received too much medication.  I feel as though the company will not even entertain the idea that there could have been an issue with the pen, because to do so would require the company to replace the pen.  I believe this is just evidence of the enormous greed within the company.  The way Lilly has  responded with such certainty indicates a lack of respect to the patient and what the patient is  reporting

  [Provide details of why you are not satisfied with this resolution.]
  See above.  I hope you are able to post information about my issues because I believe there are other patients out there who just gave up when Lilly  would not take appropriate action. 
  Regards,
  
  ******* *******

  
  ven though I explained all the reasons I did not agree. I asked to speak to someone else and was told someone would call me back. I received a call back on Feb 4th. but couldn't take the call. I called back today Feb 5 and was to told they were calling me back strictly due to my request and no further review had or would be done. Their decision had been made not to make any kind of replacement. I'm shocked and stunned at the companies response. I requested that they replace the defective pen. I was told a whole month had to be replaced but since they believed I had received the medication they would not make any replacement. What can be done I thought perhaps a letter but was told to just use the website. It's not like you can just run out and get another refill due to the expense of this medication even with insurance I pay over $250 a month after a $500. deductible.

  

  Business Response

  Date: 02/19/2025

  Thank you for your email. We had an executive director of customer support programs review the record of this patient's case and call. She reviewed the recording of the call with the agent. Although we recognize this is not the outcome the patient was hoping for, we can confirm that the patient received medication, and that all Lilly procedures were properly followed to evaluate whether a replacement was necessary. In this case, a replacement was not deemed necessary because the patient dosed her medication; her pen did not misfire. 

  The agent walked the patient through several questions designed to understand her injection experience and the status of the device. Through these questions, it was determined that the patient did dose her device. Many patients have different experiences with their devices and sometimes believe they have not injected, but this patient visually observed medication in the syringe prior to injection and that the syringe was empty after the injection (she opened the device with pliers after dosing). The customer service agent remained professional and followed Lilly procedure to understand the patient's injection circumstances.

  This can be a common issue. Patients may experience some different sensory cues than what they are used to, but in this case multiple factors pointed to fact that the patient was able to safely dose her medication.