Lillydirect LillyReviews of lillydirect.lilly.com

Just spent an hour texting someone that did absolutely nothing to resolve my prescription not being processed in 10 days.

My first several months went fine. Then my last shipment was very delayed and arrived with melted ice packs and warm vials. Then I realized they don’t care as long as they have your money. Multiple phone calls and tickets and they still need to do a ‘temperature assessment’ on their end. While I have no idea when I’m going to be cleared to take the warm medicine or if they will send a replacement. All the warnings about temperature on the packing doesn’t seem to mean much once you’ve paid. The customer service agents are nice but nothing they do has helped at all: just telling me to wait now for days. Super frustrating and looking for another option for ordering.

I’ve been taking Zepbound through Lilly Direct for 5 months. It took over a month for them to process my prescription. Numerous calls, sent to wrong dept,etc. Once started, ordering became a problem again when my doctor increased my dose & I had to take Zepbound late because shipping was delayed. The last 2 cycles were even worse. I received one shipment so late, Lilly recalled it because it was past the safe shipping date. They re-sent it but I had to take Zepbound 4 days late. I placed the current order 8 days ago & have NOT received it yet. Yesterday, Feb 18, 2026, I called Customer Service about late delivery & was put on hold for 18 minutes & they finally told me they had recalled it 4 days ago but would resend it overnight & I would receive it today, FEB 19, 2026 by 1:00pm. NEVER CAME. UPS Tracking says my Lilly order will now be delivered tomorrow, Feb 20, 2026, by 4:00 pm. NINE DAYS FOR DELIVERY. Unacceptable service from LILLY & seems to get worse each month.

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.

When I first started the 2.5mg vials everything was all good, except when my doctor put in the prescription 2.5mg for 4 weeks then 5 mg. LillyDirect for some silly reason wants them separate. Whatever, right? I had 4 refills of the 2.5mg. Well, here I am trying to start 5mg now, my doctor sends in the separate 5mg script, August 11th, thinking I'll be able to order my 5mg now. Nope, they never got the fax. Now, I'm bugging my doctor and her nurses to send it to the fax number they gave me, and then the fax I got off the website. Of course nobody at LillyDirect knows what number that is. They never even heard of it. I still had my doctor fax it to that number anyways. Well, I called and got a 3rd damn fax number through the automated phone agent. I talked to a supervisor today, and he's just as useless as the rest of the agents. It was sent to 2 fax numbers, and no one knows where my damn prescription is! Of course LillyDirect or gift health wants the prescription to be faxed by the doctor but I'm gonna send it myself to all 3 numbers I got.

My most recent online order-form only offered my previous dose. I took a chance that LILLY DIRECT would see from my records that my dose had increased but no. I received the wrong dose AND they only offered me the possibility of reordering and paying for the reorder. An additional $400 is not possible for me so I’ll have To do an entire month at the wrong dose because their online reorder form did not offer me a choice. Bad service.

Lilly Direct uses Gift Health as their pharmacy. These people communicate very poorly with customers, as I was never told when a package had shipped. These medications are temperature sensitive, so it is best to be ready when they arrive. When I had reached my goal, they refused to let me discontinue the medication. In the U.S., patients have a right to refuse treatment, but they said I could not end the prescription. This company seems to use unethical practices once they have you locked in.