Lillydirect LillyReviews of lillydirect.lilly.com

I wish I could give a rating of minus 5 stars. My doctors office has sent in a prescription for a new dosage amount for Zepbound twice. Despite receiving phone calls from LillyDirect/Gifthealth to contact them to place my order, each time I go to the site, the new dosage is not there. I then either enter into a chat, initiallly with an automaton who is of no help whatsoever before I can access a live person. I don’t have this problem with any other medication provider. They are the worst!

I had an extremely frustrating and disappointing experience with LillyDirect Pharmacy. My doctor sent my prescription on May 1, and I received absolutely no communication or updates until I personally called on May 7 — the exact day I was due to take my diabetes medication injection. I was then told my “text messages were not working,” yet no one ever attempted to call or email me about the issue. For a time-sensitive diabetes medication, this level of communication failure is unacceptable. After finally receiving the payment link, I paid $404, only to find out a local pharmacy had the medication available the same day. When I requested that my prescription be transferred so I could receive my medication on time, the process became a complete nightmare. The pharmacist, Christina, stated she could not help because she was “limited” in what she could do. I then spoke with a supervisor, Kristina, who was rude, dismissive, and repeatedly talked over me instead of trying to resolve the issue. Rather than helping a patient obtain urgently needed medication, she focused on reading policies to me and warning that I would never be allowed to use LillyDirect again if I received a refund. At that point, I had no desire to ever use this pharmacy again anyway. What shocked me most was being told my prescription could not simply be transferred to another pharmacy and that I would need to contact my doctor to issue an entirely new prescription. This caused unnecessary delays, stress, and risk to my continuity of care as a diabetes patient. I spent hours on the phone trying to resolve a problem that should never have happened in the first place, only to be treated poorly and given no real assistance. The lack of communication, lack of urgency, and poor customer service were beyond unacceptable. I would never recommend LillyDirect Pharmacy to anyone who depends on timely access to important medications.

I had a very disappointing experience with customer service. I contacted Lilly directly regarding a prescription that my doctor had already sent, as I had not received any follow-up. The first representative asked for my name and whether I was a patient, then told me to contact the pharmacy. When I asked if I could call the pharmacy directly, he questioned whether I was “prescription licensed,” which was confusing and inappropriate. I explained that I was simply trying to follow up on my prescription as a patient, but he became dismissive and eventually hung up on me. When I called back, another staff member answered. She repeatedly asked for my information in a rude tone, despite me providing it clearly. I requested to speak with a supervisor and was placed on hold for about 20 minutes. When she returned, her attitude was even worse—she spoke over me and did not allow me to explain my concern. Overall, the level of unprofessionalism and lack of basic courtesy was extremely frustrating. It is concerning that a pharmaceutical company would have customer service representatives who treat patients this way.

Lilly direct is a scam do not use them they charge 3 times more then other companies and is a hassle to cancel subscription, customer service is very impersonal and ai does most of the work

What a horrible web site, not user friendly at all. Calling support is the equivalent of beating your head with a hammer. These people want to charge a million dollars for their products but cheap out on a functioning website. Drs have like 10 minutes for you and are not interested in fiddling with this website over and over. Lilly has to do better! This is my opinion!

They cancelled my order and refunded my payment without even letting me know. I found out several days later well after I expected to have my medication in hand.

I called them multiple times over several days asking them not to ship my medication because I wouldn't be home. They claimed they would stop it. One customer service person said, "We will take care of it." They did not take care of it. They shipped the medication anyway and it sat on my porch for two days. The ice packs were all melted and warm when I returned home. But they said the did a "temperature assessment" and decided the medication was fine to use. I'm not sure how they assessed something they didn't see or feel. I obviously won't be using this medication, so that is almost $500 wasted. I spent a lot of time on the phone with them and each representative seemed to have no record of prior conversations. It would be easier for me to get my medication and pay more money through a different pharmacy.

I got a text at 4 AM this morning letting me know that Lily Direct was getting medicine ready to send. This is inappropriate, auto text or not. Please, get it together and don’t send someone texts at 4 AM.