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:07/11/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 diploma on 06/04/2023. I have never received my diploma. This company refuses to fix the issue or give me a refund. It is now 07/11/2023. Their response was to give them my dob, email and school name, which I did. I've heard nothing. Sent another email on 07/07/2023, I've heard nothing. Parchment is refusing to either give refund or send me my diploma. Parchment took my money and gave me nothing.

  Business Response

  Date: 07/11/2023

  Thanks for contacting Parchment. We are sorry to hear that your request, DID TWBHJEOL, has yet to be processed. I do see that a member of our team reached out to your institution, ********************************************* regarding an updated timeframe as to when your request would be processed however we have yet to hear back. Please note that while Parchment collected this request, Parchment serves as a storefront, it is up to your institution to process and fulfill the request. As soon as we receive confirmation from your institution regarding the processing of this request we will follow up with you. 

  -The Parchment Team

  Customer Answer

  Date: 07/12/2023

  I've heard this for over 30 days. I want a refund.

  Business Response

  Date: 07/13/2023

   Thanks for contacting Parchment. This request has been processed by *********************************************. Per your sending school, "************** replacement diploma was mailed out yesterday via ************** Estimated delivery by Monday, 7/17/23 at the latest based off Priority mails 1-3 business day delivery window."

  Should you have any further questions please contact your institution directly. Parchment serves as an ordering platform, your institution fulfills and mails the request per their processing times. 

  Parchment 

  Customer Answer

  Date: 07/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:07/10/2023

  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 ordered a two transcripts. One from ************************ and one from ***************************. I started the order on the beginning of June 2023. I had received my ************************ transcript but not my ********** Coast. By June 20th, I had emailed parchment. They said they would mail another copy to me after verifying information. By July 10th, I had not received anything. I called ********** Coast and they told me they never received another order from parchment and gave me their customer number.I called the representative line and spoke to a lady. She said she could help me as I wanted to pick up the transcript physically at the University without paying more. She had me on the line and hold for 20 minutes and 28 seconds. At this point, she said she had a resolution for me and it was------ and it cut off to a survey line. I believe the lady just ended the call. I placed a negative review and call back from a supervisor.I called back and spoke to another representative. Within 7 minutes she told me they had ordered the transcript yesterday on 7/9/2023. This is ridiculous as I was told it was reordered over email on 6/20/23. She told me there is nothing else she can do. I asked to talk to a supervisor. She told me the supervisor might be busy and she would check.She left me on hold for 55 minutes and on. I only stayed on the line to see how much longer she would leave me on hold without checking on me (the customer). I'll have you know she never did.This business has the worst customer service. If they don't know what to do, they leave you on hold or hang up on you. By the way, the supervisor never called me back even after I had requested it on first call after the survey. Attached is a screenshot of the call log. I also have receipts of the emails if it is also needed.

  Business Response

  Date: 07/11/2023

  Thank you for contacting Parchment. We are sorry to hear that your transcript has yet to arrive. I see that a courtesy copy was submitted June 30th, when you initially reached out. This reprint was mailed **** 1st Class Mail, which is standard mail and does not include tracking or confirmation of delivery. When a reprint is issued, Parchment does not send another request to your sending institution. Parchment handles processing the request off the original DID. I apologize for the previous interactions you had with Parchments Support team. These interactions will be reviewed and coaching will be provided to the agents you spoke with. In regards to your recipient not receiving DID TWBMXAYP, a reprint was submitted on June 30th, it would have been printed and mailed the following business days which July 3rd. **** 1st Class Mail can take up to 15 business days to arrive. I do see that another reprint was submitted yesterday, this was printed and mailed today (next business day). If your recipient does not receive either one of these reprints, I suggest placing a new order for your transcript to be sent via ***** or electronic if your recipient is willing to accept an electronic copy of your transcript. 

  -The Parchment Team 

• Initial Complaint

  Date:07/07/2023

  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 requested two unique documents from Parchment - An enrollment verification and a transcript. They filed paperwork with the school, and then sent me download links for the same document twice. No where in th enrollment document does it confirm i was enrolled in that school for requested dates. I contacted their support department and they told me that i would have to contact the school. I did not hire the school to obtain my documents, I hired Parchment. They need to refund the charges as they have not delivered the requested documents listed on their website.

  Business Response

  Date: 07/07/2023

  Thanks for contacting Parchment. I see that a transcript and enrollment verification was requested, please note that Parchment serves as an ordering platform and delivery service. It is your sending schools responsibility to fulfill the request. We would be happy to reach out to your sending school, ************************ on your behalf and assist with uploading the correct document. As soon as we have received confirmation from ************************ that your order has been reprocessed we will send you a follow up through your case. 

  Customer Answer

  Date: 07/07/2023

  My business, transaction, and payment was not completed with the school. It was created with Parchment. 
  

  I need and expect parchment to full fill the purchase and passing the blame on to the consumer is not good

  Business Response

  Date: 07/10/2023

  Thanks for contacting Parchment. As stated previously, and in our email communication, Parchment serves as a delivery service and it is up to your sending school to process and fulfill the request. I see that your sending school has responded and a member of our support team was in contact with you. 

• Initial Complaint

  Date:07/06/2023

  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 made 4 separate transactions with parchment to send my college transcripts to a college Im transferring to. They purposely misled me to thinking that the transcripts were getting sent to the college and they sent them to me instead. Even though on the receipt it says *************** I am out of so much money from this and I am so upset because I am a single mother just trying to obtain my teaching degree and I feel like they stole from me. Document ID-TW1RK2MK TW1RLJNM TW1O L3UL TW10ZGXL I spent $40.00 on transcripts that never made it to their intended recipient and they refused to correct the mistake. Also it helps to mention that the institution that I am transferring to say that this always happens and they have conversations about it several times a week having students spend excess money on transcripts. If this happens often why isnt parchment changing the design of the website to make it more user friendly. I really feel like they are stealing from everyone that places orders I would like a full refund of the orders that never made it to the intended recipient.

  Business Response

  Date: 07/06/2023

  Thanks for contacting Parchment. We are sorry to hear you were confused during the ordering process. I see that you placed multiple orders. Within the order form, the recipient page asks if you would like to search the directory for other colleges and institutions or if you would like to send to yourself or another individual. You selected another individual where you indicated ************** but entered your own email address as the recipient. 

  Here is a summary of your orders from July 2023:

  I see an incomplete order, this was an attempted order from ************************* where you also indicated ************** but entered your email as the recipient. This order is incomplete, please allow 5-7 business days for the charge to fall off your original payment method. 

  TW1OL3UL - Ordered from Maricopa, you indicated ************** but included your email address. This was downloaded by you on 7/5/23

  TW10ZGXL - Ordered from *************************, you indicated ************** but included your email address. This was downloaded by you on 7/5/23

  TW1PI11G - Ordered from Maricopa, this was placed correctly by searching the directory and was sent to ************** through the Parchment Receive Network. ****** College can locate your transcript by logging into Parchment Receive and entering your DID, TW1PI11G

  TW1POGCK - Ordered from *************************, this was placed correctly by searching the directory and was sent to ************** through the Parchment Receive Network. ****** College can locate your transcript by logging into Parchment Receive and entering your DID, TW1POGCK

  Again, we are sorry to hear you were confused at the time you made your orders. As a courtesy, TW1OL3UL & TW10ZGXL  have been refunded. Please allow 5-7  business days for the refund to appear on your original payment method. Should you need a transcript sent to yourself, a new order and payment is required. 

   

• Initial Complaint

  Date:06/30/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  As a graduate from *********************** I had faith that I would be able to have access to my transcripts for classes taken to aquire my degree. *********************** had shut their doors and given the company Parchment the responsibility of furnishing these documents. I am unable to aquire my transcripts I need for employment.

  Business Response

  Date: 07/03/2023

  Thanks for contacting Parchment. A member of our support team reached out to you through a support case. Please respond at your earliest convenience so that we can assist you. 

  Parchment 

  Customer Answer

  Date: 07/03/2023

  I have a total of 16 emails saved attempting to resolve this. 

  I would be satisfied if I could receive that which I purchased twice for, *********************** ALL CLASSES ****- PRESENT

  I have made it abundantly clear to ******** numerous times in these saved emails my request regarding missing transcripts already paid for. 

  My purchase for the transcripts of the classes obtained for the degree in which you did send me, I do wish to have these. This degree, AS- SOFTWARE APPLICATIONS PROGRAMMING from *********************** in ********* ** campus I did purchase and receive. Why would you withhold the transcripts from me for this program that I graduated?

  I do apologize if it is unclear what it is I am requesting, my skills in writing and communication are limited to English. 

  I am requesting my transcripts for classes taken in *********, ** at ******** 

  You have my classes taken in *********, ** at ******** on record because you have sent my degree earned from the classes taken. 

  If you wish to send me my transcripts that I paid for that would be great and the case could then be closed. Because I am unable to receive these,  I must ask for legal assistance. 

  Business Response

  Date: 07/06/2023

  Thank you for your patience. After further review, we were able to confirm that you had two records with ***********************, these records have been combined into one. Your request has been resent. Please respond to our recent email reply if you have any further questions. 

  The Parchment Team. 

  Customer Answer

  Date: 07/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:06/27/2023

  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.

  Ordered transcripts from 3 schools on 6/26/2023 via 3rd party to send from Schools A, B, and C to School D for admissions requirements. Digitally signed all 3 consent forms. School A accepted the request with no issue. School B requested I send a consent form with wet signature - I did and school B proceeded with the request. The transcript request for School C was processing and I received the following email the next morning, 6/27/2023:This email is to let you know that your order *- has been canceled because it was not placed through the correct process required by School ** ****Your order has been cancelled because the release is not signed. If you are ordering your own documents please go back in under ordering my own credentials. If you are a Third Party requesting a students records please replace with a signed release**** I did not have a chance to submit a signed consent form like I did with School B. I called Parchment on the phone the morning of 6/27/2023 to ask what my options were and it was concluded that I could receive a credit to my account or a full refund. I opted for a credit, which the phone tech assured I would receive immediately. I requested the transcript again and the credit wasnt showing. I called Parchment again approximately 3.5 hrs after the first call and they again assured me that I would receive a credit and it should show on my account immediately. The credit was not showing so I called Parchment again approximately 3 hrs later and was told this time that Parchment does not offer credits/refunds for 3rd party requests. I relayed my situation and the representative stated that there is nothing they can do. The company would not let me fix my initial signature error with School C and then gave contradictory information regarding refunds. I would have been satisfied had they given me the proper refund information initially, but they instead gave incorrect information and failed to keep their word.

  Business Response

  Date: 07/03/2023

  Thanks for contacting Parchment. We are sorry to hear about your recent experience. We reached out via a support case, can you please respond at your earliest convenience so that we can assist you? 

  Parchment 

• Initial Complaint

  Date:06/20/2023

  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 paid for a replacement degree on May 31. I contacted them 2 weeks later and they still said pending status. I contacted the college and they didnt have anything pending to approve. I kept getting an we will email you response but never got an email. When I contacted them through chat the team member said they are thankful for reviews calling them a scam. I tried to get an escalation for them to reach out to the school but still havent heard anything past the ***** hours timeframe they gave me and its been a week. They happily and quickly took my money but cannot give me a product. I am concerned this company is a scam. I have screenshots to share my interactions if needed.

  Business Response

  Date: 06/20/2023

  Thank you for contacting Parchment. We are sorry to hear you have yet to receive your replacement diploma. I see that we sent you a response earlier today, we have reached out to ******************************** for an estimated completion date for your request. Please note, Parchment serves as a storefront for ********************************. **** is responsible for fulfilling the request. 

  The Parchment Team

  Customer Answer

  Date: 06/20/2023

  It has been two weeks since I first attempted to contact the business or get a valid answer. Pushing the responsibility onto the college (which I WAS in touch with and they said they did not have anything from you) is not satisfactory. You (Parchment) took my money quickly and did not provide a product. Nor did Parchment EVER reach out to me in these two weeks. I have asked for two weeks via chat that Parchment reach out to **** and they would say they can't do that but to wait for an email from Parchment that NEVER came. So it does not make sense that the BBB 1. received a response from Parchment and 2. they can all of a sudden reach out to ****. Meanwhile, there is STILL not a resolution just Parchment putting blame on everyone but themselves. Where is my email from them they promised? Where is the phone call they promised? NOTHING from them but lies.

  A team member of Parchment's even admitted (and I have screenshots of) that they are thankful for reviews calling them a scam company. I have screenshots from THREE DIFFERENT PARCHMENT REPS saying I will receive a call from a supervisor in ***** hours but it's been A WEEK. BBB, please do not fall for their lies. There still isn't a product.

  Business Response

  Date: 06/21/2023

  Hello *****, 

  An email was sent to you from Parchment yesterday, if you haven't located the email, I suggest checking your junk or spam folder. We also reached out to your sending school to assist with processing your request but have yet to hear back. Parchment collected the order, however it is the sending schools responsibility to fulfill the request. Parchment cannot process this order without the assistance of your sending school. I apologize you were unable to connect with a supervisor, a supervisor will be reaching out to you. 

  -The Parchment Team

  Customer Answer

  Date: 06/23/2023

  It is now Friday - close to the 48 hours timeframe I have been given numerous times for a call back from leadership. So, now you are blatantly lying in front of the BBB. What reputable business works this way where customers MUST contact the BBB just to hear from the company and then are still told false information? While I did receive an email AFTER I had to contact the BBB, the status of my order was not my only complaint. Am I going to get a call from leadership before the 48 hours is up? I have given my availability and phone number 3x day via your chat or email, so there isn't an excuse on this poor experience.

• Initial Complaint

  Date:06/04/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 put in for ONE transcript to be emailed to my school. As I went to pay their system timed out and wouldnt allow me to do my purchase. I had to relog back in and it made me redo the order. I put in for the order again. When I received the confirmation letter it showed TWO purchases made. I did NOT want two nor did I authorize it to do two. I put in for one and only one! I immediately got in contact with the company but no one was available so had to put in a ticket for the issue. Two days later they get back to me and said I ORDERED two and they wouldnt refund me my money for the one transcript. I told them if they wouldve read my ticket in a timely manner this wouldve been avoided and I want my money back for the one as I NEVER ORDERED TWO transcripts! They are denying me my money AND theyre denying me the right to speak with a manager or supervisor about the issue! I dont want to be paying for two when I only ordered ONE! Its THEIR system issue and NOT MINE!!!! I want this fixed immediately! I want $10 returned as they charged me $20!!

  Business Response

  Date: 06/05/2023

  Thank you for contacting Parchment. We are sorry to hear you had issues when placing your transcript request. As stated in our automated response, we aim to respond to support tickets within 48 business hours. However during peak times, first response may be longer. 
  
  DID TWB5K20F has been refunded, please allow 3-5 business days for the refund to appear on your original payment. 

  Customer Answer

  Date: 06/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  They could've avoided this complaint by letting me speak to a supervisor when requested. 

  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:05/26/2023

  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.

  I order a transcript to the incorrect address. They will not reissue. Its an email. I shouldnt have to pay for another email.

  Business Response

  Date: 05/31/2023

  Thank you for contacting Parchment. We are sorry to hear your transcript was sent to the incorrect recipient. As stated in our original response, we are unable to alter the recipient once an order is made. Parchments payment policy can be referenced here: **********************************************************************************

  I have however issued you a courtesy credit to your Parchment learner account. This credit can be used on a new order to the correct recipient. 

  -The Parchment Team

• Initial Complaint

  Date:05/13/2023

  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.

  Ordered Transcripts through college A. in ******* to be sent to College B in *********. Was advised that College A. only uses Parchment to send transcripts. Since I was trying to get admitted and enrolled prior to Summer ********* I went ahead and ordered on 1 May 2023 so they'd be sent to College B, and I can get admitted. I was unaware that there was an option to wait until the semester ended and grades posted. On 9 May 2023, Spring Semester was complete, and grades finalized on 10 May 2023. 10 days after placing a ***** order from Parchment. College B. received and viewed the original transcripts, then placed a transcript hold on my account, due to needing a copy of the 3 courses I took from College A grades for Spring Semester. After reaching out to College A. to see if they could either email the transcripts to the incoming college, I was advised to reach out to parchment to see if they could resend them. After looking at the website regarding resends, I reached out to Parchment support to see if they could resend them, and was advised the following: "Thank you for reaching out. Order TWCMKK5L was already delivered and downloaded, we can no longer cancel/refund or do any changes. Please refer to our policy.**********************************************************************************". Never once did I ask for a refund, merely a resend, and pointed out this out, as well as copies of their own "resend" policy. I then received a reply that reiterated the fact that I'd have to pay another 10 dollars, and place a new order, even though I just made the purchase one week earlier, because a resend would contain the same information. As a company committed to student's, they aren't very student focused.

  Business Response

  Date: 05/15/2023

  Hello,

   

  Your request, Document ID:TWCMKK5L, was processed as requested on your order. You elected for the "send now" option which will send your transcript as it exists that point in time. The "Hold for Grades" option was not elected. It is the requestor's responsibility to ensure grades are posted and finalized prior to sending an official transcript using the "Send Now" option or to review the order prior to submitting the request. The resend policy pertains to the document that was ordered and sent, not for documents that need to be reprocessed.

   

  We have issued a credit as a one time courtesy so you may submit a new request.