Not a fan of the AI but Caleb Macawley this afternoon was a tremendous help... they are trying but seriously sometime things are too complicated for AI read more

Ade was so helpful helping my trouble shoot why I was not getting my link to pay. It was totally my fault ! Thank you so much!

Customer service is good but the overall technology is terrible. Phone verification is clunky and the interface looks like a Geocities website design. For the amount of money we pay they could do far better. The representatives have always been helpful but the automated system is trash. read more

Lilly is very well represented by Gifthealth. The operation is well designed for the least amount of efforts and staffed with pretty intelligent AI Assistants as well as Human Assistants to show flexibility in any problem that requires a little more than what the AI Assistants are programmed to take care of. The purchase and delivery of any medication is 100% spot on for obtaining the prescription; confirming the order and taking payment for patient purchases directly from LillyDirect via GiftHealth. Delivery is on target once the shipping and delivery mode is in process along with email alerts of proximity and time as well as checking up that delivery took place and on time. read more

I want to compliment Amy Garry (sp?) After 3 unsuccessful calls into customer service, she was the one that got my prescription transferred back from Walmart (another story) and got it delivered within 3 days. BTW, if you decide to have your prescription sent to your "local" pharmacy (usually Walmart), you should know that Walmart will charge you more. LillyDirect issued me a discount coupon that did not work. read more

VERY frustrated and diappointed with this delivery experience with Gifthealth. The delayed package was left at my front door. No signature was required. There was no internal temperature gauge or temperature indicator in the package, which should be required for refrigerated medications. My own temperature check on the medication after delivery was approximately 85.4°F which is VERY close to the 86°F limit of usable medication. When a medication delivery requires someone to be home, the tracking, communication, and INTERNAL TEMPERATURE GAUGE need to be MUCH more reliable. read more

Gifthealth - Pharmacy Near Me - Columbus, Ohio

I'm not a fan of the live chat on line but I reached out to Gifthealth to inquire about a number I could call. I wanted to talk on the phone to a person. I spoke to Adewole Joseph-Damilar on the website chat forum and he totally helped me with everything and saved me leg work and phone calls by handling everything. He even put a request in to reach out to my doctor so I don't have to. He was very thorough and explained everything he was going to do to help me. Adewol put my mind at ease and I didn't have to sit on hold for 20 minutes to talk to someone, and I wasn't sent to department after department to get help. Gifthealth's live chat put my mind at ease. read more

Ikechukwu O. was very helpful and resolved my issue quickly and respectfully. Thank you Ikechukwu!

On 4/7/26 at approximately 4:08 PM EST, I spoke with Ada regarding my account and prescription. This interaction should be formally reviewed by a supervisor and Quality/Compliance team, both for recognition and calibration purposes. For call identification, this was an inbound call to Eli Lilly and Company support regarding my prescription for Zepbound. I spoke with multiple representatives prior to Ada, and she was the final agent who handled and resolved my call. Ada demonstrated a level of performance that aligns with best-in-class standards across customer experience, quality assurance, and compliant communication. She demonstrated: Full ownership and accountability from start to resolution Advanced critical thinking and accurate interpretation of my needs Strong active listening with precise, relevant responses Clear, confident communication without over-reliance on scripting Thorough and complete resolution with no gaps or misinformation Importantly, she balanced efficiency with completeness--ensuring accuracy while maintaining a positive and professional experience. She remained engaged, did not rush the interaction, and proactively offered follow-up support, reinforcing both customer trust and accountability. For context, I am a former healthcare supervisor in an escalation department, responsible for CSAT/NPS performance, QA scoring alignment, compliance-sensitive interactions, and frontline coaching. I am very familiar with how calls are audited, how behaviors map to quality frameworks, and what differentiates a compliant, high-quality interaction from an average one. Out of the four representatives I spoke with, Ada was the only one who: Required no prompting to provide accurate, complete, and compliant answers Demonstrated strong understanding of systems, process, and expectations Appropriately adapted her communication style based on the caller Maintained effective call control while still delivering a personalized experience She quickly recognized my level of knowledge and adjusted accordingly--this is a strong indicator of advanced customer handling and communication skills. From a QA, compliance, and performance standpoint, this interaction reflects: High-impact CSAT/NPS driver behaviors Strong QA alignment (ownership, accuracy, clarity, resolution) Compliance-conscious communication (clear, accurate, and responsible guidance) Retention-positive engagement Effective call control without compromising quality or experience This call would be highly valuable for QA calibration, compliance review benchmarking, and training purposes. Please ensure this interaction is escalated for supervisor and QA review and that Ada receives formal recognition. Employees performing at this level directly contribute to customer trust, regulatory confidence, and overall performance metrics--and should be acknowledged accordingly. read more

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First the technology is not ready for prime time. Agent seems to do the best they can in a no-win situation. My problem is not resolved. Lilly has obviously outsourced their customer service. Any company who wants excellent customer service needs to own it. The website is clunky with many verification doom loops which never complete the task. Maybe in the future AI will be helpful. This is a good example of it's not there yet. Maybe the Lilly CEO, David Ricks should try it. read more

Absolutely horrendous experience working with GiftHealth. They use AI for everything - likely including texts because they're poorly written - and their bots are not well trained - for example, the text I received stated that they "received my medication from my Dr. and to set up my order, chat us at https://gifthealth.com. Please have your pharmacy insurance card ready."  First of all, you did not receive my medication, you received a request. Secondly 'chat us'? Ew.  Third, when I go to the website and attempt to tell the bot what I need, it tells me to wait for the Rx to be filled. I asked it about my insurance information and it said again to wait for the Rx to be filled. I asked if insurance information is requested during payment, and it said no. I reiterated that the text received said to text the bot to set up my order and it again acted like it had no idea what was going on and stated that I need to wait for the Rx to be filled.  The info they send via text doesn't match the actual process. They do not have a patient portal to add insurance or any other information to. When you call the phone number, their virtual AI bot argues with you about requesting a real human and cutting down on wait times. When it finally transferred me after my third "real human" request, I was on the phone with someone literally within 5 seconds.  The real humans, unfortunately, are not much more on top of it than the bots. Once I finally reached someone, she told me the cost would be $150, never asking once if I had insurance. I had already researched and it is supposed to be $50 max out of pocket, with or without insurance. I told her I have insurance and she said "we don't have it on file". For Pete's sake, lady, ASK FOR THE INFORMATION since you know I A. have insurance and B. you do not have that information. She really did not want to enter it.  I waited for a call back because she was supposed to be calling to verify insurance coverage - they do not have a direct link to verify like a real pharmacy. This entire thing has been a massive, massive headache and runaround. I can only imagine how many people call GiftHealth fully pissed off, and it is completely avoidable. They need an actual process that functions and far less reliance on AI. I'm not betting Ruth, owner, in the comments is a real person either. Update: The original person I spoke with never called me back (shocker). So I reached back out to GiftHealth and somehow managed to get the bot to connect me with Tashann. What a phenomenal person to work with! Full of information, support and genuine assistance. The prime example of why replacing humans with bots is a horrible idea. If I had worked with Tashann from the start, this would have been a 5-star review. I recommend Tashann. I still do not recommend GiftHealth. read more

I was assisted by Naomi O. she did a fantastic job of answering my questions. Very helpful and concise

Working with them has been a breeze with no interruptions in medications. Highly recommend!

Solved my issue promptly. I was very pleased with the turnaround time. Thank you for attending to my needs. read more

I have had a very smooth, easy experience working with Gifthealth. Their customer service is top notch. I had some questions as I am new to their service, and the agent Fasolojo A did a great job answering my questions and providing me with extra information. I'm very comfortable continuing to use Gifthealth for the future. read more

Very helpful. My issue was resolved. Didn't take very much time either. Very pleasant experience! read more

Great and easy customer service. Everything is through chat and SMS. Highly recommend. read more

It seems like there are two separate companies that a customer have to deal with: Gifthealth & Eli Lily. One does not have access to information of the other. Not sure whether it should even be called customer support when most responses are either 1. I don't know 2. you should call LilyDirect for that. read more

I use GiftHealth to receive my mail order prescription. I have never had any issues with them and have never had to contact them personally. After purchasing my medication, there is several texts and/or emails that keep me in the loop about the process. My prescription is to my door in about 2 days. It's packed immaculately and detailed instructions are included. The medication requires refrigeration and arrives with a cooler and ice packs. I appreciate the constant communication from start to finish and the reminders when it is time to order again. This is a great company that goes above and beyond fulfilling its customers needs. read more

Gifthealth - Constant communication from both companies keep me in the loop - Pharmacy Near Me - Columbus, Ohio

During today's chat all my questions were answered quickly and efficiently. Will continue to use gifthealth thru Lilly.

Ikechuckwu O was very helpful and my experience today with them was favorable. The experience overall is easy with gifthealth as long as there aren't any mix-ups or last minute changes to be done. I am giving 3 stars because I would have preferred to talk to someone over the phone. Additionally, I had a previous experience that was less favorable. read more

Olumide helped me with my issue. I'm now waiting for the approval of my early refill request. read more

Donnie C was VERY helpful. The process between provider, pharma co, and pharmacy has been more than frustrating and confusing. Donnie was super patient, apologetic and focused on problem solving. Really appreciate the help! read more

The AI operator was supposed to connect me with an actual assistant. It was over an hour before she came on and then clicked off of the connection before I could get back to my computer. Earlier in the day I received a call from an individual trying to answer my question about the temperture of the prescription and he could not understand what I was asking him. He kept on giving me the same answer which had nothing to do with my question. Now I'm afraid to take the medicine because it was left out in the hot Texas sun for over 24 hours by the delivery service. What do I do? read more

Naomi was fantastic! Super helpful and thoughtful. Also the speed of resolution was great!

I did not have to wait long to be directed to a live agent. Emmanuel S was incredibly helpful and made my chat with him a pleasure. read more

Olayinka O was super helpful in checking my refill status, finding the issue with the missing notification, and sending it to the appropriate team to resolve. The chatbot wasn't helpful but once I was connected to Olayinka, it was a quick resolution. read more

Kenhinde was extremely helpful in providing details regarding my prescription. She was able to quickly talk through what's available for me.

**Supervisor called, correct dosage on the way and problem resolved** Changed from 2 stars to 5 stars for great customer service. Sent wrong dosage, would not solve problem in the same chat, and send thr correct one without supervisor approval. Currently waiting on supervisor to rectify problems the next business day. read more

Gifthealth - Dialog of wrong dosage and waiting on supervisor to resolve next business day - Pharmacy Near Me - Columbus, Ohio

Seven days after my payment processed, I didn't get any indication about shipping, despite my order saying they'd reach out within 1-2 days. When I got on the chat it took over a half hour (delays in response from the 'real' agent). The end of the chat said they'd send me a survey and they never did. I also called the customer service number. The agent on the phone was better and promised someone would reach out. They blamed the weather in my area. There is no issue with weather here. Bottom line, very poor communication about delays. I should not have had to reach out 7 days after. read more

Once I was able to frame a less complex question, my query was promptly answered and the problem was taken care of immediately. Thank you!

Abidemi was very professional and quickly assessed my needs and responded to all my questions in a friendly manner. Goof Chat!

I appreciate that there is the ability to speak with a live human to be able to get answers to questions. Sometimes there are nuances in a situation that need the problem solving of a human brain! read more

Maren at Gifthealth was quite helpful with my prescription and provided valuable and pertinent information. The customer service was stellar and very detailed. I appreciate the swift and professional communication and highly recommend Gifthealth. read more

Worthless customer service with generic responses that are deceptive and incorrect. Representative kept telling me that the medication wasn't available through insurance and is only available foe self pay. This is 1000% INCORRECT AS I'VE BEEN ON IT THROUGH INSURANCE FOR 2 YEARS. Gifthealth is SELF PAY ONLY, find a Pharmacy that can bill insurance and don't believe what the useless customer service reps at this company tell you. read more

Could be the worst customer service experience ever. Ignores everything in chat. Only wants to send you text messages even though I never authorized to text with them read more

Jaylen D. was great! She was very helpful and assisted me with my follow up to a shipment I asked to be delayed, as I was going to be out of town. I will be leaving again on Wed, so she took the address I will be at to send the order there. Hopefully, it will be all good! Will find out once I get the tracking number. read more

The 45 day promotional policy is ridiculous and creates barrier for people to access healthcare.

Had a great interaction with Paul O. He provided me with very detailed and thorough responses to my questions in a timely manner.

I needed a lot of hand holding and Leon C was patient, methodical and very informative while being professional and polite. I feel much better and understand more clearly the process. What a sweet guy! read more