Product Quality and other Concerns

Please report all delivery issues to the appropriate party as soon as possible.

Stability Issues

Call Genentech Medical Communications: (800) 821-8590.

Quality Concern or Product Complaint

There are two ways to report a product quality issue or abnormality that may be introduced during the manufacturing, labeling, packaging, shipping, handling or storage of products.

You can call:

Phone: (800)334-0290

Hours: Monday-Friday, 9am-8pm ET

You can report online:

  • The link below will take you to the Genentech Product Complaint Form.
  • This form will allow you to report the defect and request a replacement.
  • The form may be completed by patients, dispensing health care providers, or pharmacies.

If you are a patient please contact your pharmacy for information on where to have your replacement shipped. Replacements are unable to be shipped to patients' homes. If a replacement is requested, the replacement may take up to three business days to process, at which time a replacement will be sent to the pharmacy or dispensing health care providers office, based on where the initial prescription was shipped to.

Illegitimate Medicines

Please see our Product Security page.

Side Effect Reporting

You may report side effects to the FDA at (800) FDA-1088 or Or call Genentech at (888) 835-2555.


If a Genentech medicine is purchased for use in an FDA approved indication, was spoiled, and no product was administered, the product may be eligible for replacement through the Genentech Spoilage Program.

Recycled Reusable Shipper

For questions regarding shippers, please contact Genentech Customer Service at 800-551-2231.