Lillydirect Lilly Reviews 

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.

It’s been an awful experience today with a delivery that never happened I received a text stating it was delivered to my front door, which did not happen cameras don’t lie! After being on hold with Lily for 50 minutes before my call was answered after i explained I never received my shipment. All she kept saying was we will review your case and let you know within 48 hours! What a joke I even told the girl no that is not acceptable. I paid for my order. It was supposedly was to be delivered do you have a tracking number No tracking information available! after hearing repeatedly was our team will investigate the delivery and find out what happened within 48 hours we will notify you. as I said not acceptable. I was then told to walk to my neighbors to see if maybe they received my package. I asked to speak to a supervisor who was believe me no help at all she repeated like it was a written script exactly what the girl prior to her had stated to me our team we will investigate your case.. get back to you within 48 hours doesn’t matter that you’ve paid in advance for this prescription all she kept saying was our team will investigate in the meantime sit back and just wait for a phone call from them. seriously this is what they call customer service! When ask when will I receive my prescription, again like a script being read! Would not recommend using lily direct!

When my order of Zepbound arrived not only was it not cooled the wrong dosage was sent. Their customer service is near non-existent. After waiting on hold over an hour I was finally able to speak to someone. After stating all the details and giving my personal information, I was told their department didn't handle those issues and I needed to be transferred. So again, I waited on hold for another 45 minutes. I finally was able to speak to the "correct" department. After speaking with them for 20 minutes I was asked for my phone number and was told I would be put on hold. Instead, I was immediately disconnected. I waited an hour for a call back that never came. Once again, I called them and when through the same process as stated above, waiting over an hour on hold just to be transferred to the "correct" department. Apparently, the people you speak with only take a report and submit it and someone else, who has 24 hours to make a decision on your issue(s). I received a call back today and was told the decision that was made wasthat even though the Zepbound arrived uncooled it "should be" okay to still use. When I asked if this was truly the case then why is it always sent with ice packs. I receive dead silence as a response. When I asked why I received the dosage of 5mg instead of my prescribed 7.5mg, they responded "well we are out of the 7.5mg." When I asked why was I not informed of this when I made the purchase for the 7.5mg dosage, I once again received dead silence as a response. This company is not trustworthy.

Received my 3rd shipment from Lilly Direct of Zepbound. It was supposed to increase from 5mg to 7.5mg. My doctor wrote the prescription for 7.5mg and Lilly accepted my prescription at 7.5mg and I approved the order at 7.5mg. What I received in the cooler was another month's worth at 5mg. Even the syringes they supplied were for the bigger dosage. I called them and let them know they sent me the wrong amount. They verified that they did send me 5mg. However, since I accepted the order it is final. Let me repeat, I accepted an order for 7.5mg not 5mg and they put in the cooler 5mg. How is that my fault??? All well... cost me $500 out of pocket and another month before I can get the correct amount. No accountability on their part but they sure don't' have a problem grabbing your money!!

It's been 4 months, numerous calls, several prescriptions sent in to Lilydirect by our doctor . . . and no progress. Lily keeps texting us the same instructions to complete a purchase. We follow them exactly, but Lilydirect still hasn't processed our purchase. As far as I can tell it's impossible to order from Lilydirect.

I purchased a medication through them and tried to cancel just an hour and a half later due to personal circumstances. They refused to give me a refund even though I had not received the product yet.

Worse customer service in the world. They will lie to you. Don’t trust them. Go someplace else. I’ve never been so frustrated dealing with them.

Maybe they've fixed these fufillment, billing and distribution issues by now. For me, I'm 3 months in and none of these problems has occurred so far. Even if some of this took place on my account, I probably would still work with them, as they know better the system and service. I feel that I'm lucky that Zepbound offers their Lilly Direct service to those of us without commercial healthcare. Lilly stepped up to the plate and saw a huge market - us fat seniors on Medicare lol . I don't even want to tell you how much Zepbound costs, with no insurance. Lilly Direct allows me at least the chance at using Zepbound, all for around $500/month. I still feel like I'm being ripped off at that price - by Medicare and the FDA and the parent company. If they can make a profit on the drug now for us seniors on Medicare, then anything higher is price gouging. Obviously, they are not taking a loss on us seniors, at the lower rate.

The right hand does not know what the left hand is doing. I should have received the medication Aug 21. It's August 31 and if I'm lucky I'll get it on Sept. 3. I'm not sure if they can get it right. From the other reviews they can't get it right and there is no reason to have confidence. Lilly, you can do better.

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.

Absolutely horrible experience between Lily and gift health. I was sent a broken vial and called to complain 6.5 weeks ago because I did the self-pay price. I was sent a replacement by Lilly. I was told by the lady at gift health to hold the broken vial for 15 days and wait to see if they wanted it back. I held it for over six weeks and almost threw it away on the day I got a postcard asking where it was and that they had sent a mailer to me. I never received a mailer, but I still had the defective product to send back. I tried to call Lilly for them to send the mailer and it turned into two hours of being on hold and one hour of talking to five people all because I needed a mailer. At the same time they sent the replacement, gift health stopped sending me texts to refill my medication, which had three refills on it, under the promotional price. That way, I would have to pay more for it and completely more than make up for them sending me a replacement for Lilly's defective product. One of the women I spoke to said she was just going to put in the system that I discarded it, and I told her "do not do that, send the mailer so that it is clear that I actually did get a defective product. I do not want to be charged for an extra box." I was transferred to five different people, between Lilly and gift health, with several call backs from Lilly and gift health, and had to go through everything all over again each time...being placed on multiple holds during this process. The Last communication was the call center at Lilly telling me they needed to transfer me back to gift health. At that point, I said "I cannot do this anymore and I hung up the phone." I filled my prescription at Publix and although it cost me more, it's not worth the headache I went through today. Unfortunately, I am a health care provider who sees 60 patients a day. I would not have been able to be going through this type of communication process on a work day, and it's unfortunate that much of my available time on my off day was taken up by these people. Absolutely terrible. My advice, use the discount card and go to your local pharmacy. Not even worth the headache of starting to deal with these people because eventually it will go wrong somewhere

Lilly Direct uses GiftHealth to fill prescriptions for Zepbound - and they are terrible. My doctor ordered my prescription in plenty of time to receive it before my scheduled injection day. The day before it was supposed to arrive, GiftHealth said that it would be delayed because they needed "clarification from my doctor." I called the next day (7/2); they could not specify what clarification was required, and informed me that they wouldn't be sending any scripts out until "after the holiday weekend" (5 days later). I told them not to fill it at all because I couldn't wait; I filled the script at my local pharmacy (for full price). My doctor also called to cancel the delivery of my prescription - but GiftHealth ultimately sent it anyway. I called to tell them that I couldn't use it because I'd already filled at that dosage & would need a higher dose the following month. They didn't care. Even though they sent (the wrong) prescription more than a week late, they refused to refund my $499 payment and refused to hold it as credit until the following month. My last call to them involved me waiting 30 minutes for a supervisor and then being disconnected. ELI LILLY, IF YOU'RE LISTENING, YOU NEED TO FIRE GIFTHEALTH. They are terrible and are destroying your brand.