Complaints

This profile includes complaints for Parchment's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Parchment

  6263 N Scottsdale Rd Ste 330 Scottsdale, AZ 85250-5417

• 

  Parchment

  6263 N Scottsdale Rd Ste 170 Scottsdale, AZ 85250-5427

• 

  Parchment

  436 W Frontage Rd Ste 200 Northfield, IL 60093-3083

• 

  Parchment

  1990 S. Bundy Dr. #645 Los Angeles, CA 90025

• 

  Parchment

  1 Northfield Plaza, Suite 501 Northfield, IL 60093-1216

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Theyre basically going to charge me twice for transcripts. Once for my transcripts to be sent to my university and another time for me to download a copy. What a rip off.

  Business Response

  Date: 06/12/2025

  Thank you for contacting Parchment. Please note, Parchment serves as an ordering platform, the document fee is determined by your institution. Should you have questions regarding the cost of your documents please contact the institution in which you ordered your documents from directly. 

  -The Parchment Team 

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wonder why my previous university use Parchment to deliver the transcript. They would design the website very tricky to distinguish electronic delivery and paper delivery. They made the electronic deliver default and seduce people to pay twice if they need paper delivery. It is not a big money. Just how cheating the business is doing things.

  Business Response

  Date: 06/12/2025

  Thanks for contacting Parchment. Sorry to hear about the confusion you had when placing your order. For further assistance please provide your document ID or order number. 

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my transcripts unaware that they were only available for a certain time period. When I tried to download them, I was unable to when I contacted them. They refused to send them to me again! I would like them to download them again to me or refund my $10!

  Business Response

  Date: 06/02/2025

  Thank you for contacting Parchment. Sorry to hear you were unable to download and retrieve your document within the allotted time frame. Included is our payment policy: ************************************************************************** we are unable to resend after an order expires. 

  I have however issued a courtesy credit that can be used on a new order within your Parchment Learner Account. 

  -The Parchment Team. 

• Initial Complaint

  Date:04/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Not an easy or reliable company to deal with, customer service could use customer service training. They sent me a $90,000 piece of paper that is the size of a bedsheet. I asked if I could have it reduced down to 8.5x11so I could keep it in a binder, and they said NO. I wanted them to remove *************** from MY piece of paper, they said NO. But they have a GED on my file that is not mine, and they refuse to remove it I am not asking for anything to be ADDED to the paper, just something that is cluttering and ridiculous to be removed and a size that I can put in a binder, not something that is so massive that I have to keep folded up in the binder like I am right now.

  Business Response

  Date: 04/24/2025

  Thanks for contacting Parchment. Sorry to hear about the dissatisfaction with the diploma you received. As mentioned in your support inquiry, the paper size and content of your diploma is determined by your sending institution. Should you have questions regarding the content or paper size please reach out to your school directly. 

  -The Parchment Team. 

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went on the computer at both colleges and seen I had two transcript from each college and ************************** also had a certificate I sent for all three which totaled $36 dollars for Parchment to respond to me what with an email saying no transcript or certificate from New York technical colleges I want all my degrees as stated in the receipt they were there I seen them

  Business Response

  Date: 04/11/2025

  Thanks for contacting Parchment. Sorry to hear your order was cancelled, please note Parchment serves as an ordering platform. If you have questions in regards to why your order was cancelled please contact your sending institution directly for further information. 

  - The Parchment Team 

• Initial Complaint

  Date:04/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint to address Parchment, Inc.'s negligent and predatory practices, which blatantly disregard consumer rights and professional accountability.On April 3, 2025, I ordered my Bachelors degree diploma from *********************************** (*****). I clearly specified this in my order, yet Parchment processed and delivered a redundant copy of my Associates degree, a document I already possess and did not request. Upon notifying their support team, I received dismissive, scripted responses refusing to cancel, correct, or refund the order.Their agent falsely claimed they were only a delivery service, an excuse that fails to absolve them of responsibility. As the intermediary vendor processing payments, Parchment bears direct accountability for order accuracy. Passing blame onto the educational institution while keeping my payment is fraudulent.Refusing to refund an order I never placed is unethical and exploitative. Parchment offered no escalation path, no supervisor intervention, and no effort at resolutionopting instead to stonewall me, expecting bureaucratic fatigue to deter action.This is not just a customer service failure but a deliberate abdication of responsibility.

  Business Response

  Date: 04/08/2025

  Thanks for contacting Parchment. Sorry to hear of the trouble this may have caused you. As stated in your support inquiry, Parchment is an ordering platform. Parchment cannot alter requests or records. It is the sending institutions responsibility to maintain and process requests. We would be happy to reach out to your school directly on your behalf but also recommend reaching out to ********************************** directly as well. 

  -The Parchment Team

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a copy of my college transcript from this ************************** , expecting to receive a physical copy by mail. However, they only provided a digital version via email, which disappeared after 30 days. There was no clear warning about this limitation, and when I reached out for assistance, I received little to no support. They kept hanging up on me and never return my emails or phone calls

  Business Response

  Date: 04/04/2025

  Thanks for contacting Parchment. After further review, I see that you placed two orders within your Parchment Learner Account. You requested one paper document to be mailed to what appears to be your address and one to be sent electronically to what appears to be your email address. Parchment is unable to alter the delivery method after an order is made. If multiple printed copies are required, another order and payment is required. 

  -The Parchment Team

• Initial Complaint

  Date:03/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Friday afternoon and realized shortly after, within minutes of submitting, that I had made an error (as this was my first time using the website). I immediately reached out to customer support, but did not receive any response until Monday morning, after the order had already been processed and completed. While I acknowledge that the mistake was mine, Im disappointed by the lack of guidance from customer support on how to resolve the issue.Despite multiple attempts to request a credit or a solution that would allow me to place the correct order, Ive only experienced unhelpful responses and delays. On top of that, my requests to escalate the matter to a supervisor have been ignored, and Ive been stuck in a frustrating back-and-forth with no resolution. This has been a very unprofessional experience, and Im extremely dissatisfied with the level of customer service provided. I would expect a more proactive approach when it comes to assisting customers, especially in situations like this.

  Business Response

  Date: 03/25/2025

  Thanks for contacting Parchment. Sorry to hear you made a mistake while ordering, unfortunately once an order is made Parchment is unable to alter the request. It is the requestors responsibility to ensure the correct order information is provided at the time the order is made. Please see Parchments Payment policy which can be found here: **************************************************************************

  I see you requested a credit on your request, please note credits can only be used if ordering from the same sending institution. Since you are requesting to order from another sending institution, a credit cannot be issued. I have however issued a complimentary refund, should you require your documents from another institution a new order is required. 

  -The Parchment Team

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Parchment to have a past school's grades sent to my email. I paid almost $11 for the service. That school placed my order on hold and said they have to go through archives. It has been over a month. I emailed Parchment for support and they were essentially like, this is not our problem. You need to call the school and you make them deal with it. This is not acceptable to me. Parchment requires a fee for service and a service they should provide. There is no reason why their employees cannot follow up on this themselves, that's what their business is, a documentation retrieval service. They should have the technology built into their own platform that if a certain length of time has passed and the schools have not complied with the request, that Parchment cancel the order and process the refund themselves. I do not get paid to do their work for them. If they would like to pay me to do their job, I charge $125 an hour.

  Business Response

  Date: 03/24/2025

  Thanks for contacting Parchment. Sorry to hear your order has yet to be fulfilled. Please note, Parchment serves as an ordering platform, it is the sending schools responsibility to fulfill your request. We would be happy to reach out to ****************** on your behalf. We also recommend reaching out to the record keeper as well, in this case the record keeper is Ancora Education. 

  The Parchment Team 

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023, I graduated from the ***************************. Upon graduating, I ordered an official transcript through the 3rd party service, PARCHMENT, use of the 3rd party service being required by the university. After receiving my transcript digitally, I downloaded it to my computer, and found the document to be password protected. As the purchaser of this document, as well as the individual of which the information contained within the document pertains directly and solely to, I was very upset that my own information was password protected without my consent or prior knowledge, and therefore; inaccessible, rendering the transaction essentially useless. I had paid for my own transcript, which was now password protected without my consent, that password being withheld by the company it was purchased from, rendering my purchased document inaccessible, completely preventing access to information that was not only purchased by me, but contained my own personal information on it. Now in 2025, I applying for a new job, need to access the document again. Realizing it is password protected, I scour the Internet for the service number and place a call to receive assistance. My call is picked up, I explain my situation ie. I have a document that I have purchased downloaded onto my computer that has been encrypted without my consent rendering access impossible. As a customer, I expected the customer service representative to be understanding, and provide assistance. She was dismissive and uninterested in helping me gain access to the already purchased and downloaded document. Instead, informing me that I must purchase another transcript, which is likely going to be password protected and leave me in the same boat, once again. This company is predatory and violated our purchase agreement by preventing access to a document which I paid for. I would like to receive a new copy of my transcript, that is actually accessible by me, the rightful owner.

  Business Response

  Date: 03/24/2025

  Thanks for contacting Parchment. We are sorry to hear you were unable to retrieve your transcript after saving it to your computer. I see you reached out to our team regarding order TESDHX1K and that a credit was issued to your Parchment learner account. The complimentary credit that was issued was used to place a new order, by you, TE8XIYCM. Since a credit was already issued to your Parchment learner account and the credit was used, if you are unable to access your transcript a new order and payment is required.