Lillydirect LillyReviews of lillydirect.lilly.com

Systemic Failure to Communicate Physician Instructions to GiftHealth. On December 2, 2025 my physician submitted thru LillyDirect my existing prescription and noted this was Vacation Override. This CRITICAL notation wasn't transferred to GiftHealth. No feedback or correction of LillyDirect's process for a vacation override was given to my physician or myself. This is their abject failure of their UI/UX of system. This happened again on December 5, 2025 when my physician submitted a request for an early fill for a vacation override and again LillyDirect's UI/UX failed miserably. On 12/08/2025, on 12/09/2025, and again on 12/10/2025 I called LillyDirect / GiftHealth to find out the hold up only to discover NOTHING had been done with my prescription. I spoke to an agents, whose name I can't remember, at LillyDirect / GiftHealth who explained a VERBAL CONFIRMATION - from either physician or patient for a vacation override - is required to expedite this process. The agents I spoke to, Tracy, Liz and Connie, all confirmed that NO, LillyDirect doesn't forward physician notes to GiftHealth and wouldn't have acknowledged my physician's request to expedite the process. On 12/08/2025 an early fill for me was denied by GiftHealth. Reason: Wouldn't arrive in the six days remaining before I leave the country. No additional options beside home delivery were offered to me. Subsequent calls 12/09/2025 and 12/10/2025 revealed my prescription could be transferred to a Walmart Pharmacy and the process would take 24 Hrs. The Walmart Pharmacies the agent and I found were relatively close to me. She resubmitted the ticket request. It was approved. But, this wasn't exactly correct. On 12/10/2025 Connie at LillyDirect / GiftHealth stated ONLY participating Walmart Pharmacies would receive my prescription. The closest one was considerably farther away. I sent it anyway since I hadn't yet paid for it. And Connie stated it would take up to 72 Hrs for the pharmacy to receive my prescription. She had no explanation for the time discrepancy given by the previous agents. The failed UI / UX process of LillyDirect / GiftHealth that initialed this ClusterF*ck has not been addressed or responsibility taken to remedy the failure of communication between my physician and LillyDirect / GiftHealth. This is an example of how UNIMPORTANT patients are to LillyDirect / GiftHealth. Their customer service agents are left with insufficient, incorrect, or inconsistent information. They are also left to deal with the absolute failure from up the corporate ladder. As a patient and a customer, I have other choices in purchasing my Zepbound Rx beyond LillyDirect / GiftHealth. Don't use them. LillyDirect / GiftHealth doesn't care about you.

Horrendous support with damaged shipment and getting Lilly to make good and re-send new medication. Contacted the TLAC center on the request of my provider so they could initiate another shipment. It's been 2 weeks, MULTIPLE calls to their completely inept help line and still no resolution. Hold times are 20 minutes plus, and there is ZERO accountability.

Doctors office sent Rx three times via fax number given to me and the nurse got confirmation after each fax. Lilly said they never received. Doctor tried to call the verbal submission method but was put on hold for 17 minutes before being disconnected. Beyond frustrated.

Experienced gaps in medication doses because Lily Direct/Gift Health was not processing my doctor’s (multiple) prescription transmissions. My doctor made the transmissions four separate times and this was incredibly time consuming, wasted her/her team’s time, and frustrating as it resulted in missing two consecutive weekly doses. After hours on the phone with Gift Health/Lily Direct one tenacious employee (most employees were to eager to say this was not a Lily/Gift Health issue) pursued this and I finally got a checkout link that failed mid processing. Each time I was on the phone with Lily Direct/Gift Health I asked if they were experiencing backlog or technical/transmission issues and was told “no they had no issues”. Grateful for the one exceptional employee who ran this down. This is a very clunky, often ineffective and inconsistent/unreliable (start-up like) operation for a pharmacy.

Wow, Lily is not really set up for their expansion. They have little support. I felt bad for the person on line trying to help. Just sold my Lily stock. Not ready for primetime.

Lilly Direct customer service is the absolute WORST I’ve ever experienced. They sent me a poorly packaged box for the first time since I began using them. I have been given the run round for almost a week trying to get a replacement. The agents are rude, transfer you all over the place without providing an actual answer and do nothing to help fix the problem. I called about 10 times, sent multiple emails and tried chat. Absolutely no one assisted me with my issue and I was left without the medication I needed and will contact my bank for a refund. Absolutely ridiculous that they have incompetent and careless people that treat it like they’re doing you a favor.

I ordered Zepbound 7.5mg, tried to reorder and they wanted to send 5.0 - HAVEN'T BEEN AT THAT DOSE FOR A WHILE. Doctor sent the presciption to them AGAIN! I paid & LillyDirect sent the prescription to Illinois - I live in Oregon! Their phone tree is a joke, dropped the call twice. Customer Service was incompetent. Impossible to work anything out. They said, sorry we screwed up, but I will just have to wait another week unless we screw up again. Ha Ha.

It has been 2 weeks since my doctor sent in a perscrition. The idiots answering the chat and email are no help. Giftheath is awful. BTW, i paid a week ago and they still have no idea when the perscrition will be sent.