Eli Lilly

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 2 historical complaints about Eli Lilly, published between 2011 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Dog Reacted to Trifexis, $802 Emergency Bill, $82 ReimbursedPublished Apr 17, 2013 · Historical consumer allegation
• Cymbalta assistance denied because of Medicare eligibilityPublished Dec 22, 2011 · Historical consumer allegation

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Lilly corporate site: https://www.lilly.com/
• Lilly Support Services, 1-800-LillyRx (9-5 ET M-F): 800-545-5979 1 complaint mentions this number
• LillyDirect support: 844-559-3471
• Lilly Diabetes Solution Center (insulin): 833-808-1234
• Lilly Cares Foundation support: 800-545-6962
• Corporate headquarters switchboard: 317-276-2000
• LillyDirect pharmacy service: https://lillydirect.lilly.com/
• Lilly Cares patient assistance: https://www.lillycares.com/
• Report a side effect or product concern: https://www.lilly.com/medicines/report-product-concern

Locations

Eli Lilly complaints: where to take a Zepbound, LillyDirect, insulin or assistance-program problem

This page was checked on 2026-10-20 from the company's own public pages. Keep the pen or vial and its packaging, the lot number, the prescription label, order numbers and the dates and names of people you spoke to.

• Side effect or product problem. Lilly's "Report a Lilly product concern" page says U.S. patients can report a side effect or product concern (quality, usability or appearance) online, or call Lilly Support Services at 1-800-Lilly-Rx (1-800-545-5979), 9 a.m. to 5 p.m. ET Monday to Friday. For quality concerns it asks you to keep the device for 21 days, and it says "If permitted, and only as required for product quality concerns, a representative from Lilly may contact you within 3-5 business days". It also says "we will only reach out to you if we need any further information. If we have all needed information, you will not be contacted by us." The page asks you not to call to follow up on a submission. For Zepbound or Mounjaro medicine obtained in the United States, it links a resource for identifying a genuine product (it names counterfeit and compounded as examples), and the 10-Q says Lilly continues "to see the production, marketing, and sale of counterfeit, misbranded, adulterated, and mass-compounded incretins". The same page lists "Product replacement support" among the online options.
• FDA. The same Lilly page says that within the United States you may contact the Food and Drug Administration at 1-800-FDA-1088 (1-800-332-1088) or through "Reporting serious problems" on the FDA website.
• LillyDirect orders. lilly.com/lillydirect gives 1-844-559-3471 for questions about your medicine or LillyDirect, and the Lilly Answers Center at 1-800-545-5979 for medical-related questions. We did not read LillyDirect's order, cancellation, refund or return terms, so they are not quoted here; ask support for them in writing.
• Insulin. The Contact page lists the Lilly Diabetes Solution Center at 1-833-808-1234, 9 a.m. to 5 p.m. ET Monday to Friday.
• Patient assistance. Lilly Cares Foundation support is 1-800-545-6962; its page says the foundation charges no fee for enrollment help and is not affiliated with third parties that charge for assistance. Eligibility rules as displayed on 2026-10-20 are summarized in the company background section.
• Coverage or billing disputes with an insurer or pharmacy benefit manager are handled by that plan, not by Lilly; use the member services number on your card and your state insurance department.

Lilly's Contact page also links an ethics and cybersecurity-vulnerability reporting site.

Government and regulator matters

The company's own SEC filing (Form 10-Q for the quarter ended June 30, 2026, filed 2026-08-05, Note 9, Contingencies) describes these government matters in its own words. They are the company's disclosures, not findings.

• Pricing investigations. The filing says Lilly has received "subpoenas, civil investigative demands, information requests, interrogatories, and other inquiries" from governmental entities about the pricing and sale of its medications, including from the U.S. Department of Justice, the U.S. Federal Trade Commission, and attorneys general of various states and the District of Columbia, and that it is cooperating where lawsuits have not been filed.
• Insulin pricing and state attorneys general. In January 2022 the Michigan attorney general sought court authorization to investigate Lilly's insulin sales under the Michigan Consumer Protection Act. The filing says the Michigan Court of Appeals affirmed the judgment in Lilly's favor in June 2023 and that in July 2026 the Michigan Supreme Court reversed that decision. It also says Lilly settled insulin-pricing allegations with New York (2023) and Minnesota (2024) in agreements that "involved no monetary payments and no admission of wrongdoing or liability."
• 340B program. Lilly sued the U.S. Department of Health and Human Services in the Southern District of Indiana in January 2021 over HHS's contract-pharmacy position; the filing says the appeal is pending in the Seventh Circuit. It also says various state and 340B provider plaintiffs have sued Lilly, with claims including consumer protection and unfair or deceptive trade practices.

We did not search state attorney general, FDA, FTC or state insurance department enforcement pages separately for this page, so other actions may exist that are not listed here.

Who operates the Eli Lilly brands: Eli Lilly and Company, LillyDirect and Lilly Cares

Eli Lilly and Company, headquartered at Lilly Corporate Center in Indianapolis, Indiana, files with the SEC (CIK 59478). Its 2025 Form 10-K says it was incorporated in Indiana in 1901 to succeed a drug manufacturing business founded in Indianapolis in 1876 by Colonel Eli Lilly, and describes a single business segment, human pharmaceutical products. Brand names on its sites include Zepbound, Mounjaro, Trulicity, Humalog and Humulin.

LillyDirect. lilly.com/lillydirect describes LillyDirect as a way to have prescriptions sent to "LillyDirect Pharmacy" and shows self-pay and insurance prices only for independent telehealth providers, which the page says apply "independent clinical judgment" and which Lilly "does not endorse or recommend." The page footer carries a copyright line for Lilly USA, LLC; we did not establish that entity's legal relationship to Eli Lilly and Company.

Lilly Cares. lillycares.com describes Lilly Cares Foundation, Inc. as a nonprofit charitable organization providing prescribed Lilly medications for free for up to 12 months to qualifying U.S. patients. As displayed on 2026-10-20, the eligibility list says an applicant must not be enrolled in Medicaid, full Low Income Subsidy ("Extra Help") or Veterans benefits, and must meet household income limits that differ by medication group; some groups accept people with Medicare Part D. Medications are listed by group on that page (for example Trulicity, Humalog, Humulin and Basaglar); Cymbalta does not appear in the groups listed on that date. Applications go in by the online form, mail (Lilly Cares Patient Assistance Program, PO Box 501847, San Diego, CA 92150) or fax, with a prescriber section completed by the healthcare provider. The page says the enrollment letter tells you when enrollment expires, "generally in 12 months or at the end of the calendar year for those with Medicare Part D", and that at the end of the enrollment period you must reapply.

The home page says Lilly Cares has helped patients "receive medicines donated by Lilly"; we describe the foundation as affiliated with Lilly and do not state a subsidiary relationship. The How to Apply page sets household income limits of 300 percent (Group 1), 400 percent (Group 2) and 500 percent (Groups 3 and 4) of 2026 Federal Poverty Guidelines; for a one-person household these are $47,880, $63,840 and $79,800. Zepbound and Mounjaro do not appear in any of the listed medication groups. The page also says that people whose employer or plan requires a Lilly Cares application as a condition of coverage "are not eligible", and that applicants submitted by or with an alternative funding program (AFP) are not eligible even if other criteria are met.

Prices and Medicare. pricinginfo.lilly.com (support line (800) 545-5979) says it shows the list price of Lilly medicines and what you may pay depending on your insurance situation; we did not read specific prices there, so none are quoted here. The 10-Q says that under the Medicare GLP-1 Bridge program, Medicare beneficiaries obtained access to discounted Lilly obesity medicines from July 1, 2026 through December 31, 2027.

Animal health. One archive complaint concerns a pet heartworm product described as made by "Eli Lilly/Elanco". Lilly's 10-K describes only human pharmaceutical products. Elanco Animal Health says in its 2025 Form 10-K that it was formerly a business unit of Lilly, became independently incorporated on September 18, 2018, and "finalized our separation from Lilly in March 2019"; the 2013 post pre-dates that separation. Check the manufacturer named on any animal-health product label for the correct complaint channel.

Complaint record: BBB, Trustpilot and this site's archive

As displayed on 2026-10-20, BBB's profile for Eli Lilly & Company (Indianapolis, IN) shows "BBB Accredited Business", BBB Rating A+, "171 complaints in the last 3 years" and "59 complaints in the last 12 months", and a customer-review average of 1.2 out of 5 from 30 reviews. BBB page data gives an accreditation date of 1924-01-19. The newest complaint shown on BBB's complaints tab on that date was dated 09/02/2026 and concerned a Zepbound autoinjector pen and we do not characterize the other BBB entries. Two BBB complaints dated 09/02/2026 and 08/26/2026 allege that a replacement voucher was declined because a replacement had been issued within the previous 12 months; these are consumers' allegations. In its public responses on BBB, Lilly said all appropriate Lilly policies were followed (09/15/2026) and that "A single pen misfire is replaced with a voucher for a box of 4 pens, which this patient has previously received" (09/21/2026). If a pen fails more than once, ask Lilly Support Services in writing what limit applies to repeat replacements.

Trustpilot displays 1.3 from 109 reviews for the lilly.com page (named "Eli Lilly and"), marked "Unclaimed profile", with the statement "we don't fact-check reviews". These figures come from different sources and are not combined.

This site's archive holds two approved complaints linked to Eli Lilly, from 2011 and 2013. The 2011 post is about the patient assistance program and Medicare eligibility; it lists the phone number 1-800-545-5979, which matches the Lilly Support Services number on Lilly's page today. The 2013 post is about a pet heartworm medication and a partial reimbursement of a vet bill, and names Eli Lilly/Elanco. Two posts are not a basis for describing a trend, and they are allegations by their authors that we have not verified. Archive posts are separate from the BBB and Trustpilot figures above.

Court cases and litigation disclosed by the company

Source: Eli Lilly and Company Form 10-Q for the quarter ended June 30, 2026 (filed 2026-08-05), Note 9. We did not review the dockets, so docket numbers and filing dates are not given. The company states that it cannot predict outcomes and believes resolution of all such matters will not have a material adverse effect on its consolidated financial position or liquidity, but could possibly be material to its results in any one accounting period.

• Insulin pricing litigation. Since 2017 consumers, states, counties, payers and others have sued Lilly, other manufacturers and pharmacy benefit managers over insulin pricing and rebates; most cases are coordinated in a multidistrict litigation in the District of New Jersey and are at various stages. These are allegations.
• Mounjaro, Trulicity and Zepbound product liability. Since August 2023 plaintiffs have sued Lilly, Novo Nordisk and related entities alleging injuries after use of incretin medicines. Most U.S. cases are in two federal MDLs in the Eastern District of Pennsylvania, one on alleged gastrointestinal injuries and one on non-arteritic anterior ischemic optic neuropathy (NAION); similar proceedings are pending in Delaware, Indiana and New Jersey state courts and there are class petitions in Israel and Canada.
• Average manufacturer price qui tam. A 2014 whistleblower suit in the Northern District of Illinois against Lilly and Takeda reached a 2022 jury verdict for the relator; the Seventh Circuit affirmed in September 2025 and the Supreme Court denied further review in May 2026, per the filing: the jury verdict was in favor of the relator and against Lilly, and the 10-Q says Lilly recognized a charge. The 10-Q gives no amount, so none is stated here.
• Generic Mounjaro and Zepbound filings. The 10-Q says that in July 2026 Lilly received notice that multiple generic companies had filed ANDAs seeking approval to market generic versions of Mounjaro and/or Zepbound before patent expiry, and that Lilly intends to file suit for patent infringement. This is a company disclosure; no docket was reviewed.
• Texas Medicaid qui tam (Health Choice Alliance). A relator alleges that certain patient support programs violated the Texas Medicaid Fraud Prevention Act; the filing says the State of Texas was added in 2025 and the claims expanded to fifteen products. Lilly is opposing the purported dismissal of the first lawsuit.
• 340B. Suits both by Lilly (against HHS) and against Lilly are described in the regulator section above. The 10-Q also describes a putative class action filed in July 2021 by Mosaic Health, Inc. in the Western District of New York alleging antitrust and unjust enrichment claims about 340B programs; after dismissal, the Second Circuit reversed, and Lilly filed a petition seeking U.S. Supreme Court review in March 2026. The matter is ongoing and the claims are allegations.

Is Eli Lilly Legitimate?

Eli Lilly and Company is an SEC-reporting company headquartered in Indianapolis, Indiana. Its 2025 Form 10-K says it was incorporated in Indiana in 1901. As displayed on 2026-10-20, BBB lists the company as accredited with an A+ rating, 171 complaints in three years and a 1.2 out of 5 average from 30 customer reviews, while Trustpilot displays 1.3 from 109 reviews for lilly.com; ratings from different sources differ and are not combined.

The company's SEC filing discloses pending pricing, product-liability and 340B litigation and government inquiries, summarized above as allegations and disclosures rather than findings. For a problem with a specific pen, order or program application, use the channels listed at the top of this page and report side effects to the FDA.

Court & Public Records

Company Relationships

• Affiliated with: Lilly Cares Foundation, Inc.

Frequently Asked Questions