L.G.
Two Representatives, Two Different Answers, Zero Confidence
Today was my first experience with Lilly Direct Gifthealth, and I have to say, I’m not exactly impressed. My doctor sent over a prescription, and initially, everything moved incredibly quickly. My account was set up, my prescription was received, my order was placed, and my payment was collected. Bam, bam, bam! Everything happened back-to-back. But the second my credit card was charged, it was like someone slammed on the brakes. My order suddenly showed as “processing.” No big deal. I understand these things take time. Earlier in the day, I called to ask whether I could get the Zepbound pen instead of the vial. The representative told me that the pen was only available to customers using insurance, not those paying out of pocket. Frustrating, but fine. Later, I called back to ask a few simple questions: When should I expect my order to ship? How long does processing typically take? That’s when things got bizarre. Every time I asked a question, the representative responded with, “Okay, thank you. Is there anything else I can help you with?” I’d respond, “Well, yes. You could start by answering the question I just asked.” Her response? “Oh, I’m sorry. What was the question?” This happened repeatedly! At one point, I actually asked whether I was speaking to a real person or an automated system. She assured me she was a real person, then immediately went right back to, “Is there anything else I can help you with?” It was one of the strangest customer service conversations I’ve ever had. To make matters worse, this same representative then told me that my doctor could simply send in a prescription for the pen instead of the vial. Wait, what? The first representative specifically told me that wasn’t an option for cash-paying customers. So which is it? Apparently, the answer depends on whom you happen to speak with! Eventually, she told me processing takes one to three days but couldn’t provide any meaningful information about when my order might actually ship. Unfortunately, after that experience, I decided to look up the company’s reviews. Let’s just say I’m now considerably less confident than I was when I placed my order. To be clear, I’m not upset that my medication didn’t ship within hours of ordering it. I’m frustrated by the contradictory information, the inability to get straightforward answers, and customer service that felt more like talking to a malfunctioning chatbot than an actual person. One thing I can say for certain: They had absolutely no trouble charging my credit card. That part happened quick, fast, and in a hurry! Hopefully, the rest of the process goes more smoothly, but so far, this hasn’t been a great first impression.