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Business Profile

Educational Research

Parchment

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Educational Research.

Complaints

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

Find a Location

Parchment has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Parchment

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

    • Parchment

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

    • Parchment

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

    • Parchment

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

    • Parchment

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

    Customer Complaints Summary

    • 168 total complaints in the last 3 years.
    • 45 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/16/2023

      Type:Product Issues
      Status:
      Answered
      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 one transcript from my old school to be sent to a school I was transferring to. They sent a transcript to my current school which i didn't request and also sent a transcript to the ********** of ***** ******** instead of to ********************************. I am looking for a full refund.

      Business Response

      Date: 02/17/2023

      Thank you for contacting Parchment. I see that you successfully placed two orders through your Parchment learner account. 

      You successfully placed an order from *************************** to *******************************, you also successfully placed an order from *************************** to **********************************. Your attempt to order from *************************** to University of ************** was unsuccessful. If you still require this request a new order will need to be made. 

      Unfortunately after an order is made, Parchment is unable to edit or alter the recipient. It is up to the requestor to ensure the recipient is correct at the time the order is made. If there is a change in the recipient, a new order must be made. 

      As a courtesy, I have refunded your request from St. ****** to ****************************************. Please allow 5-7 business days for the refund to appear on your original statement. 

      -The Parchment Team 

    • Initial Complaint

      Date:02/07/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      The system double charged me for one transaction for a total of 3. I ordered three transcripts and they charged me for 4. The school keeps telling me they never got it. I emailed them but I haven't heard back. I would like a refund.

      Business Response

      Date: 02/08/2023

      Thanks for contacting Parchment. I see a response was sent to your recent support inquiry on January 23, 2023. We unfortunately never heard back from you and your case was marked as solved. A member of our support team has recently sent you a follow up. Please check your email for our most recent correspondence. 

      -The Parchment Team 

    • Initial Complaint

      Date:02/03/2023

      Type:Delivery Issues
      Status:
      Answered
      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 have ordered my degree on 3 different occasions. I have not received the degree either of the 3 separate times. The first 2 times I through **** and the most recent through ****** I was hopeful the ***** order but that too is stuck in Londonburry NH. I cant help but feel as if students are being scammed by Parchment and how sad.I have included all 3 of my order numbers as well as my personal information. I worked very hard for my degree. I never imagined it would be this difficult to receive the document that confirms and reminds me of the payoff that came from my work. Shame on Parchment for doing this to people. PREVIOUS UNFULFILLED ORDER INFO RWKABDSL - **** $15 12/14/2022 RWLSPHZR - **** $15 01/17/2023 TWZOWQ1Q - ***** $40 01/23/2023

      Business Response

      Date: 02/06/2023

      Thanks for contacting Parchment. We are sorry to hear your documents have yet to arrive. I see that these two documents (RWKABDSL & RWLSPHZR) were sent via **** 1st Class Mail which is standard mail and does not include tracking or confirmation of delivery.

      Document DID TWZ28Q7K  that was requested to be sent via ***** is currently processing. When ***** is selected, this does not expedite the processing of your request but instead expedites the shipping once your request is complete. Once your document has been picked up from *****, you will receive tracking information sent to your email. 

      -The Parchment Team 

    • Initial Complaint

      Date:01/19/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased a transcript from parchment on December 1 of 2022 to send to my university as transfer credits. When I spoke to my university they did not receive all of my credits.

      Business Response

      Date: 01/19/2023

      Thanks for contacting Parchment. We are sorry to hear your document was missing information. Parchment serves as a delivery service, it is up to your sending institution to fulfill your request. 

      Please reach out to your institution directly for further assistance. If you already have, please reach out to Parchment Support and an agent would be happy to assist you. 

      -The Parchment Team

    • Initial Complaint

      Date:01/18/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      August 29, 2022 was the date I ordered the Diploma and today is January 28, 2023. After multiple attempts to contact both this company and ECPI University, I have been ignored.

      Business Response

      Date: 01/19/2023

      Thank you for contacting Parchment. We are sorry to hear your document has yet to arrive. I see this request was processed by your institution. We have reached out to your institution on your behalf requesting assistance. As soon as we have an update we will reach out to you via a case. 

      -The Parchment Team 

    • Initial Complaint

      Date:01/11/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Parchment is a ripoff of a company and lacks customer service. December 2022 I paid $15 for a transcript, which these used to be free. They issued me a transcript dated 2018 not 2022. I reached out for them to correct this issue 5 days ago, when their turnaround time is supposed to be 2 days. I still have not heard from them or received a corrected transcript. I had a deadline to meet and these crooks basically took my money and ran.

      Business Response

      Date: 01/12/2023

      Thanks for contacting Parchment. We are sorry to hear you have been unable to connect with a Parchment agent. Parchment typically responds within 2 business days, however during peak times responses may be delayed. 

      Please note, the cost for documents is determined by the sending institution. If you have questions related to pricing, processing times or content of your transcript please reach out to your sending institution directly. 

      An agent has responded to your support inquiry, please check your email for a response to your recent ticket. 

      -The Parchment Team

    • Initial Complaint

      Date:01/08/2023

      Type:Product Issues
      Status:
      Answered
      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.
      DID# TW8XHQ9N I graduated on 12/17/21 and received the wrong person's diploma, my name is not ******* and my diploma is a Bachelor's degree in Applied Food Studies... I've contacted Parchment multiple times, and still, to this day, the case has not been resolved. I've sent pictures of the wrong diploma, and no response since.Please have them send the correct diploma; this business is not providing the services they claim. No consistent customer service response regarding the matter. Only people asking for the same documents already attached to the case.This is a bad company, and no way to operate as professionals.Unfortunately, the students have no choice as the colleges and universities default to this poorly run business.

      Business Response

      Date: 01/10/2023

      Thank you for contacting Parchment. We are sorry to hear the wrong diploma was received. I do see that a reply was sent to you on December 27, where a reprint was submitted. Please respond to our latest email if your diploma has yet to arrive. 

      -The Parchment Team 

    • Initial Complaint

      Date:01/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Multiple attempts to "order" transcript from this business. Only digital orders are permitted. Only online form requesting support available.First attempt- use of laptop to login to account. Complete order and input Discover credit card information. My card was charged $6,00 but the online ordering form stated a handling error.Second attempt - use of phone to login to account. Completed order and input Apple credit card information. This card was also charged $6.00, but again, the online ordering form stated the same handling error.Attempt to contact company by online form did not receive a response. **************** phone number not published. When called for help, the phone number loops through various pre-recorded messages, even when requesting an operator. To speak to a human about my "student" transcripts, I had to indicate that I was a school administrator (which I am). I was provided a different phone number where the representative stated they were aware of the problem and to try again later. When requesting to file a complaint or speak to a supervisor, I was again placed on a hold that looped for 20 minutes.

      Business Response

      Date: 01/05/2023

      Thanks for contacting Parchment. We are sorry to hear you experienced this issue. Parchment experienced an unplanned outage event related to issues with placing and updating orders, making payments, and other activities within the Parchment application. We were able to identify and resolve the root cause. It looks like an order was successfully made to your Parchment Learner account in addition to an order that was incomplete. The pending charge for your incomplete charge will fall off within 5-7 business days. 

      - The Parchment Team 

    • Initial Complaint

      Date:12/29/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Earlier this year, I purchased a transcript from Parchment from my high school. This was and is the only way to get a transcript. I paid $13 (this is important) for an etranscript to be sent directly to my college. Recently my college informed me that a diploma was sent not a transcript, which they require. After reviewing the receipt stating the transcript was received, I contacted Parchment to find out if they could send the transcript as ordered. I have been told that, on their end, I have ordered a diploma, despite having a receipt stating I ordered a transcript. I also reviewed the initial purchase receipt and this stated that the product I ordered was a diploma (transcript). This is a confusing description because I understand this to mean the word in parentheses is what the word before it really means, in other words, I ordered a diploma but this really means transcript. I also checked the current purchase price of a diploma and a transcript. The diploma is $25 and the transcript is $15. Unless the purchase price of a diploma went up $10 in under a year, it is reasonable to believe that I purchased a transcript. Now the company is refusing to deliver a transcript unless I place another order. It is wrong for a consumer to pay twice for what they should have gotten originally, especially when there arent any other options.

      Business Response

      Date: 01/03/2023

      Thanks for reaching out. We are sorry to hear about the confusion this has caused. Please check your email for a reply from one of our agents. We would be happy to assist you. 

      -The Parchment Team

    • Initial Complaint

      Date:12/28/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 4 transcripts from Parchment on 10/7/2022 totaling $32.45. I opened a case with Parchment on 12/19/2022 after I contacted the recipient institution who indicated that they have never received the 4 transcripts from Parchment. The recipient institution has looked in their email history but they are unable to find anything. Parchment said "all orders were sent to the email address but they have since expired. Since they are more than 30 days old a new order would have to be placed to have them sent again." I have been checking the Parchment status diligently since my order on 10/7, and the status (still) indicates "Available for download. Your transcript was delivered to the recipient on October 7, 2022. They have been notified by email to download your transcript." During the ordering process and in the order confirmation, there is no indication of a 30-day expiration policy nor was there a reminder that was sent to me indicating transcripts were about to expire. The status still indicates it is ready for download, which Parchment is saying via email that it's expired and must be re-ordered. I have asked for my 4 transcripts to be re-sent OR for a full refund so I can reorder and haven't had a response yet. I'd like for this to be resolved ASAP as I will need these transcripts to be reviewed by the recipient to be eligible for the program. I do not think it is fair for me to re-order the transcripts and pay for 4 transcripts again when (1) these transcripts do not appear to be sent initially (as confirmed by the recipient), (2) there wasn't transparency about the 30-day expiration policy throughout the ordering process, and (3) when the status on the website is misleading (it still says it's ready for download when it's not). Parchment Case # ******** Order #s TW2A6V6H, TW2A6XPK, TW2A6Z5I, TW2A6BHG

      Business Response

      Date: 12/29/2022

      Thanks for contacting Parchment. We are sorry to hear your recipient was unable to download your documents in the allotted timeframe. 
      I do see your requests were successfully sent to the recipient you indicated at the time your orders were made. Your recipient was notified of the timeframe to download your documents (30 days) within each of the emails that were sent.

      We are unable to resend a document after 30 days, which is stated on our website within our payment policy.

      Our payment policy can be found here: https://parchmentsupport.force.com/s/article/Payment-Policy?language=en_US

      A new order will be required for each of these requests. I have issued you a courtesy credit to your Parchment learner account for each of these orders.

      TW2A6V6H - $5 Credit can be used when ordering from ***************** 
      TW2A6XPK - $14.45 Credit can be used when ordering from University of ******** *******
      TW2A6Z5I - $8.00 Credit can be used when ordering from ***************************************
      TW2A6BHG - $5.00 Credit can be used when ordering from City Colleges of *******

      Customer Answer

      Date: 12/29/2022


      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,

      *******************

       

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