They kept reassuring me that my concerns would be taken care of but my lillydirect medications refills were never prescribed. The first time I contacted them the customer service agent seemedto have no idea. read more

I contacted Gifthealth/LillyDirect two days in a row because I was trying to help my Kaiser PCP submit an electronic prescription correctly. Kaiser can send e‑prescriptions to outside pharmacies, but only if we know exactly how the receiving pharmacy is listed in the system. The first day, the agent gave me a generic blurb with the NPI, NCPDP, and NDC codes -- useful, but incomplete. It didn't explain how their system integrates with standard e‑prescribing networks or what my doctor should actually select inside Kaiser's EHR. When I followed up the next day to get the missing details, the experience got worse. The agent, Jasmin, repeatedly pasted the exact same script at me -- six times -- even after I explained that I already had that information and needed clarification. Instead of listening, she RUDELY insisted I "read it again," contradicted herself, and refused to explain what "send electronically" actually means in their workflow. At one point she implied that a postal address was part of electronic prescribing, which is simply not true. I eventually found the correct information on my own at Lilly's official provider page (https://www.lilly.com/lillydirect/hcp), which clearly explains how their e‑prescribing setup works and how the NPI/NCPDP identifiers are used. This is exactly the kind of clarification I was trying to get so my very cooperative Kaiser doctor could send the prescription properly. The fact that I had to track this down myself -- while the agent dismissed my questions and tried to end the chat -- is unacceptable. If Gifthealth/LillyDirect wants to support patients who rely on their service, they need to train their agents to understand their own systems and provide clear, respectful guidance. read more

See all

Ifeoluwa, the chat representative was very patient and polite. If this review was solely about the chat service, it would be 5 stars with no criticism. However, the service itself left a great deal of room for improvement. Apparently even though I signed up online and my doctor sent in my Rx via the "Prescryptive" site, my information was incorrect in the system, including my name and my phone number. This phone number is apparently the only method of contact that Gifthealth (and possibly Prescryptives) uses. So, an incorrect phone number had been receiving texts with links to my information and the prompts on how to complete my order. My Rx was submitted on 5/30. As far as I knew, all my online forms were completed by 6/5. My next dose is supposed to be 6/11. Even allowing for the "1-3 business days for processing," I felt I had to take action by 6/10. Naturally, I had to wade through the AI chatbot to get to the live agent. Responses ranged from "no such account exists, have your doctor send in an Rx (despite providing the Rx order number from the Lilly site) to "this is someone else's number, we can request an update that will arrive within 24 hours." After over half an hour (45 or maybe even 60 minutes) on the chat with no contact on my phone, I was able to access the incorrect number (belonging to someone else) and found they had been receiving updates and links since. . . 5/30. Including one sent on 6/10, seconds after the chat assistant offered to send me an updated payment link to my supposedly corrected phone number. At that point, I placed the order with the incorrect account with fingers crossed that it will arrive within 48 hours. I've ordered from Lilly Direct before and never had issues like this. It's possible my doctor's office got some info wrong on their Rx submission (though I can find no evidence of that on the Lilly site/Rx info). I had to ask twice to get the customer service phone number and was told I didn't need a reference or case number, that everything would be noted under my account. I asked if that was the account with my misspelled name or the one with the wrong phone number. Again, the agent was as helpful as they could be, but their troubleshooting repertoire seemed very limited. I'm used to large corporations not caring about their customers - in fact, health "care" companies are some of the most consistent offenders. It doesn't matter if you are insured or paying out of pocket for the privilege of taking their medication. It doesn't matter if they've violated your privacy by spamming people with your health info. And it definitely doesn't matter to them if your care has been compromised because their system has no fail-safes or redundancies. Rest assured, they've done the bare minimum to ensure they can avoid legal penalties, everything else falls to the patients and to the occasional provider who bothers to make an effort. read more

Easy to work with, very responsive, and solved my problem immediately when I contacted "help"

Just had a chat with Latoya R. She was informed, friendly, and reassuring! I'm grateful to have been connected to her.

Owolabi A is amazing. My questions were answered the was help was so fast and friendly.

Absolutely horrendous service. Gifhealth's fullfilment of medication is poor. No updates, really poor experience via their website, demands for payment up front and no path to refund before shipment. Other online vendors provide an app with detailed information about when an item will ship, but no notifications or communication about shipping information are sent. As for the customer service, it's non-existent. First-level chat and customer support promise to have a supervisor call you, but no one ever follows-up and calls you. This place is a scam and should be shut down. read more

Fast and accurate response and great customer service. Very Knowledgeable and hands on! Thank you Andy M. read more

Very quick and accurate. She got what I needed immediately, and my problem was solved.

Customer service goes to an AI voice. Could not get help. Sat on hold for 10 min only to get an AI.

Did not achieve satisfactory result. Eli Lily's customer service rep, Olumide, stated refill was available and I am still not able to order through Eli Lily direct. Have had this issue in the past and other reps made refills immediately available. As a pharmaceutical company with fierce competition you would think an issue like this would have a much better resolution. Do better! read more

Adigun T. Provided great customer service today. I needed to reach out after my prescription was refilled, but not showing on my account. I received a new link, via a new system once the refill was sent. Adigun assured me that it was ok to move forward. While I wish Gifthealth themselves would have provided a notice of the partner change, it was comforting having staff knowledgeable of the change so I could quickly get back on track. read more

They are incapable of processing insurance for military members and their families who use Tricare. Had to pay out of pocket for my prescription. They are the only pharmacy in the United States who can't figure it out. read more

Great customer service representative. She was able to answer all my questions. Their online chat feature is better than most.

Ade C did a great job handling my questions and finding information for me in a timely manner.

Customer service was fast and efficient. Shipment is quick and you get continuous updates.

I reached out just for details about the KwikPen, and Susan explained it really well. She was patient and made everything easy to understand. read more

Cannot solve a simple issue of connecting with my provider. They will no allow you to even fax in you script. Always an issue when the dosage is changed. read more

I had a request that required immediate attention and Arianna C. responded quickly and solved my problem! Thank you.

I needed a tricky prescription issue resolved and was fortunate enough to be connected to customer service Annabelle. She was amazing! She got right to the heart of the problem, took care of it with efficient good nature, completely easing my mind. Gifthealth is very luck to have her representing their company! Thanks, Annabelle! And we have the same birthday! read more

2 issues. Neither resolved to satisfaction. 1. for request on shipping options. 2. To have standard checkout on email . Your chat is very slow and agent not empowered read more

Omoyeni was a great help with all the questions and concerns I had. Very positive experience!

Charlie gave a prompt, polite, efficient response to my question via online chat. Great service!

I have used the chat with Gifthealth so many times, i can't remember the exact number. When i have needed to contact them, every agent has been very courteous, patient and kind. I have always been treated with compassion, understanding and respect, no matter how simple or complicated my questions have been. Seriously, Gifthealth agents provide the kind of customer service, that has been lost and (pretty much) no longer exists. A big thank you to Gifthealth and all the Gifthealth agents for excellent, kind and understanding customer service. I hope you all have a fantastic New Year!!! :) read more

Paul O. was very helpful when I had concerns while placing my first order. I wanted to place the order but I was about to go on vacation and he helped me plan for my order to be received when I returned. read more

My chat experience with Destiny H. was top-notch. My provider sent me conflicting information re: my next prescription and Destiny was able to clarify for me what information they had on file, which is different than what my provider's assistant told me. Since it was early Friday afternoon, of course I didn't get a return message from my provider's office to try and straighten out what is happening with my prescription but I can say without a doubt that Destiny was very helpful - and I only waited about 2 minutes before being connected to the chat with her! Great customer service from Gifthealth. read more

Ordered my product on 12/17 never received a shipping link Followed up on 12/29 told it was shipping today Could tell it was only AI bots I wish customer service companies stopped doing that it took 15 minutes to get a response with my order an number read more

Answered all of my questions, very thorough and kind. The rep took time to ask me if I had any additional questions and then they proceeded to answer them without making me feel rushed! read more

I spoke with Kajewan M. I appreciated Kajewan's empathy, kind attitude, and willingness to go the extra mile to improve customer quality of life while potentially minimizing supply costs for the company-- at this company's scale, I imagine that's significant. The medication I receive requires self-infusion and the prepackaged set of materials comes with correct quantities except for gauze pads (two large instead of 4 small (4 separate doses)). Correcting this could make for a better customer experience while potentially cutting costs given the very large size of the gauze pads currently shipped and the very small pads actually required. One could get away with quarters of just 1 of the original gauze pads. The current setup leaves patients without gauze for two of the shots, so they need to anticipate this the issue and solve it on their own. Kajewan informed me that the kits are prepackaged and that they can't make changes, but Kajewan then mentioned that they'd pass the information up the management chain. Thanks for creating a great customer support experience, I hope that change will come from this interaction! read more

Ian was very helpful, my problem wasn't resolved by the end of the chat but he assured me he'd escalate it.

I spent over 40 minutes speaking to A. Oluwatosin of Lil. I asked a very simple question: could I receive my medication in a pen form instead of a vile? My representative did not know the cost. My representative could only escalate my representative. Couldn't tell me if it would be here in four days. Perhaps they're not trained to be able to handle such things which is a management problem, but in any case, you are wasting people's time. you can do better than this you just are choosing not to. read more

Everything went well and all my questions were answered. Friendly chat with the representative. read more

Gifthealth - My work photo. - Pharmacy Near Me - Columbus, Ohio

Efficient representative looked up my account to confirm order was in process. Good communication via chat.

Easily connected to a non AI representative and they helped me through my issue which AI could not help me with. I appreciate that they are transparent and clearly state that AI is the agent in the chat box who tries to resolve the issue first. I will use AI when they have a solution but I am relieved to know that I can get connected to a human if I need it!! read more

Delivery is delayed. For the price paid and with the time restraint on reordering the same should be extended to patients. My shipment was sent back with no communicatio. I took a day off work to be home to get the package. I was not notified the shipment was delayed and nothing else. I finally got an email that they are going to reship But date unknown and just that it's going to be with in 72 hours. We are under an extensive heat warning and I will need to retrieve the package as it's 100 degrees all week. i have been working so hard only to be stressed and derailed by the company that's suppose to be helping me at a large expense mind you. SOOO FUSTRATING! read more

Christiana O was great, responded promptly and completed my request. The interaction exceeded expectations.

Due to a "delivery error" I have been without my medication for two weeks. I contacted them directly to request a refund, and was told by "Kelsie E." that the matter would be expedited to a supervisor and I'd hear something back within 24 hours. This is not acceptable. My money was quickly accepted, but not refunded so easily? If customer "service" reps are unable to do this simple task, there's a problem. My experience is that they suck. Lucky you, if yours didn't. read more

Using the immortal neoligism from "The Simpsons", my experience has always been CRAPTACULAR. The website (which I am effectively forced to use given the medication in question and the US healthcare system) is barely usable, as in the bare minimum needed to fill the prescriptions. They REFUSE to let you opt-out of receiving phone calls and get only texts, so you have to add their number to your address book, because blocking the number will mean you miss texts also. Plus their "service" chat is also crap, no option to get a transcript, makes you re-identify yourself even when you JUST did it on the website, and the human reps are poorly trained and poor quality, asking you repeat information you just wrote moments ago. Again, CRAPTACULAR. read more

I ordered my next dose of Zepbound last night. Today on the news Lilly announced Zepbound is $50 less. Customer NO Service advised although my order hasn't processed or shipped, they can't provide a $50 refund, or cancel the charge and rebill it for the lower price. Thank you being customer centric... read more

The representative could not answer my question about whether an order could be held until I return from vacation and said she could not confirm this unless I placed the order first. That was unhelpful, as the package could be delivered and left unattended for a week. When I asked to speak with a supervisor, I was told it would take 72 hours, which is inconsistent with my prior experience of reaching a supervisor within minutes. read more