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

  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

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:12/28/2022

  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.

  On November 4th, 2022 , I ordered an GED Transcript from this company. This Educational transcript was needed for my immediate employment. I paid 15 dollars for this transcript and was supposed to receive it within 5 business days. To this day I have yet to receive this transcript, nor have I been refunded my money. I had to withdraw as a candidate for this job because of this.

  Business Response

  Date: 01/13/2023

  Thanks for contacting Parchment. We are sorry to hear your document had not arrived. 
  
  I see your request was cancelled and refunded due to no record found. An email was sent to you on December 15th notating this along with instructions to follow. 

  Please check your email for a response from the Parchment Support team. 

  -Parchment. 

  Customer Answer

  Date: 02/07/2023

  I have never received a notification from my 
  Bank stating that my was refunded to my account, furthermore because of the false 
  information by staing that I would receive 
  this transcript within 5 days. It cost me 
  Employment and earned wages. 

  Business Response

  Date: 02/07/2023

  Thanks for contacting Parchment. Your request was cancelled and refunded, the refund would have appeared on your original statement. If you have further questions regarding your refund please reach out to your financial institution. I also see that multiple responses were sent to your email regarding status updates of your request, however we never heard back from you. 

  -The Parchment Team. 

• Initial Complaint

  Date:12/19/2022

  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 hard copy college transcript from this company on 12/1/2022. They took payment and did not deliver my college transcript, which I need to get my credits transferred.I reached out after **** business days and submitted a contact request (per website instruction), on 12/12/2022 and left all information. NO ONE ever reached out to **** tracked down a phone number to get a hold of someone in *******, and they said that they wont give me a refund because its the post office fault I never received my transcript. I have proof I never received it. I would like my order refunded.

  Business Response

  Date: 12/20/2022

  Thanks for contacting Parchment. We are sorry to hear your document did not arrive. I do see that a Parchment agent reached out yesterday on your case. Please respond confirming the requested information so that you can be assisted with your inquiry. 

  - Parchment. 

• Initial Complaint

  Date:12/13/2022

  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.

  Parchment does not respond to ANY request to contact the customer. I have tried over 6 times to get someone from customer service to help me reset an old email so I can have my transcripts sent to a college. You have to submit a "ticket" to which there is never a response or resolution to. This has kept me from attending college because I have to prove I have attended a high school in ********** and cannot afford non-resident fees.

  Business Response

  Date: 12/14/2022

  Thanks for contacting Parchment. We are sorry to hear you were unable to connect with one of our agents. I do see that we sent an automated response to both of your tickets. This automated response included links to some of our most common help articles in addition to instructions on how to connect with a live agent. Unfortunately we never heard back from you, therefore your case was marked as closed. 

  Please check your email, a member of our support team has reached out to assist you. 

  -The Parchment Team 

  Customer Answer

  Date: 12/16/2022

  Parchment claims to have "emailed" me previous to the complaint, however, if they did, they have sent the email to an old email address that I do not have access to. I opened a help ticket and had received nothing after two tickets being submitted. Since my complaint to the BBB I received an email from ******. I immediately responded to the email with the information requested and, like before, have not received a resolution to the issue. To attend one semester, it will cost *******. I would be receiving a scholarship but due to Parchment's lack resolving issues I will not receive a scholarship BECAUSE OF PARCHMENT!

  Business Response

  Date: 12/19/2022

  Thanks for contacting Parchment. We are sorry to hear there was a delay in connecting with an agent. We aim to respond within 24 - 48 business hours. I do see your case was responded to within this timeframe. 

  -The Parchment Team

• Initial Complaint

  Date:12/06/2022

  Type:Delivery 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 completed my courses on 10/4/2022. On 10/12/2022, I received an email stating that documents had been shipped. I clicked the link provided in the email and it directed me to a tracking page. After checking the tracking page for several weeks, I noticed that my document had been seemingly stuck at the ************* Postal Store since 10/27/2022 (still there 12/6/2022). I reached out to Parchment via their support email on 11/16/2022 where I was told by a representative that a request for a new document had been placed and that the process from printer to destination would take ***** days. Still, having not received my document, I reached out today 12/6/2022 where I was told by the same representative that my document had been mailed on 11/30/2022 and this was the 4th day. I just want my diploma. This is irritating.

  Business Response

  Date: 12/07/2022

  Thank you for contacting Parchment. I apologize that your diploma was hung up at your local post office. Please respond to our latest email for further assistance. 

  The Parchment Team 

  Customer Answer

  Date: 12/07/2022

  I would like it to be rush delivered, as Ive waited long enough AND have been misinformed by a representative. This unacceptable.

  Business Response

  Date: 12/14/2022

  Thank you for contacting Parchment. We are sorry to hear your replacement has yet to arrive. I see that your replacement was scanned by **** in Central ************ on December 11. Please respond to our latest email to confirm if your replacement has arrived. 

  -The Parchment Team 

  Customer Answer

  Date: 12/16/2022

  
  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,
  
  Azure *******
  
   
  

• Initial Complaint

  Date:12/05/2022

  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 my transcript for a Telecommunications program and a Criminal Justice program that I took at *************************. The Order was on Oct 4, I payed $30.00 to Parchment for this order. It has been 2 months now, and I still haven't received the transcript or my money back. They have sent me 2 copies of the Criminal Justice and 0 copies of the Telecommunications transcript. I have written them about 30 emails, and started maybe 5 different support cases through their support option on their website, and they keep telling me to take it up with ***********. *********** has already told me that there is no transcript available for that program, and they cannot refund my money, because they are not the ones who received my payment. I payed the money directly to Parchment, and they weren't able to deliver the transcript, so now they need to be the ones to give me my money back. As a resolution, Parchment keeps resending the order to *********** for them to deliver the transcripts. Since *********** doesn't have a transcript for the Telecommunications program, they just keep resending double copies of the Criminal Justice transcripts.Case Number: ******** Subject: Help with an Existing Order Order Number: ********???????Case Number: ******** Subject: Help with an Existing Order Order Number: ******** Case Number: ******** Subject: Missing/incorrect information on credential Order Number: ******** Case Number: ******** Subject: Missing/incorrect information on credential Order Number: ********

  Business Response

  Date: 12/06/2022

  Thank you for contacting Parchment. We are sorry to hear your experience with Parchment was frustrating. A refund has been issued for one of your orders. Please allow 5-7 business days for the refund to appear on your original payment method. 

  -Parchment

  Customer Answer

  Date: 12/06/2022

  
  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,
  
  *************************
  
   
  

• Initial Complaint

  Date:11/15/2022

  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 a transcript and diploma that never arrived - this website is a scam! No university should use this. DO NOT use Parchment. Call your university directly and ask for an alternate way to get your transcript. These people WILL NOT send any documents you order, but they WILL take your money.

  Business Response

  Date: 11/16/2022

  Thanks for contacting Parchment. We are sorry to hear your documents did not arrive. I do see that two orders were placed, both of these requests were for your transcript. The transcript order, was successfully retrieved by the recipient that you indicated at the time your order was made. The recipient for this order was your personal email. The second order placed, also for your transcript is currently on hold. This order was placed on hold by your sending institution. If you have further questions regarding the status of this request please contact your sending institution directly. Parchment serves as a delivery service, it is up to the sending institution to process and fulfill your request. 

  Still need help? Please visit: https://www.parchment.com/chat-support/ and an agent would be happy to assist you. 
  

  -The Parchment Team 

  Customer Answer

  Date: 11/16/2022

  I don't understand why I am paying Parchment then. If Parchment cannot guarantee delivery upon payment, then it is a scam to ask for payment in the first place, since I am now paying for nothing.

  Business Response

  Date: 11/17/2022

  Thanks for contacting Parchment. As mentioned previously, Parchment serves as a delivery service, it is up to the sending institution to process and complete the request. Your sending institution has since completed your request, I also see that it was acknowledged as being received by you on 11/16/22.

  If you have any further questions regarding processing or processing times please reach out to your sending institution directly. 

  -The Parchment Team

• Initial Complaint

  Date:10/13/2022

  Type:Order 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 graduated in August, here we are 3 months later and I have not received a copy of my diploma from this trash company. They sent me an email stating that the diploma was mailed on 9/09. I should have received it by now. I contacted my school who contacted parchment and they claim another copy was sent and I have received neither copy! So somebody is lying at this point. I contacted parchment on their website and they DO NOT respond to emails, nor do they answer the phone. I will be petitioning for my school to use another service if this isnt rectified. I put in the work and I would like a copy of my diploma. This company lacks accountability and outright ignores customers. I will be filing a complaint with the state as well if this is not resolved

  Business Response

  Date: 10/17/2022

  Thank you for contacting Parchment. I see that a case was submitted in which we sent an automated response. The automated response contains many useful help articles along with instructions on how to reach a real live agent. Unfortunately since we did not receive a response from you to our automated response, we considered your case closed.

  We are sorry to hear your diploma has not arrived, please respond to our latest email. We would be happy to issue you a courtesy replacement. 

  -The Parchment Team. 

• Initial Complaint

  Date:10/07/2022

  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 ordered a transcript through this service. I received my order, however, the transcript is password protected/encrpyted. So in order for me to have full use, I needed a password. I have reached out to the company through their online form 3 times. When I tried to see if the university using their services could help, I was given a phone number to call. This number is not being utilized and has a busy signal. I need this resolved.

  Business Response

  Date: 10/10/2022

  Thank you for contacting Parchment. We are sorry to hear you are having trouble. I see you submitted four support inquiries, all of which an automated response were sent. The automated response provides instructions on how to reach a real live agent, however since we did not hear back we assumed our automated response answered your question. 

  Please check your email for a response from a real live agent. 

  -The Parchment team

• Initial Complaint

  Date:09/27/2022

  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.

  On September 19th, I attempted to send my transcripts to a college using Parchment's online portal. Despite the transaction going through, I did not get a confirmation page at the end of the process, and the home page that i was redirected to had no indication of any pending transcript success. Believing the transaction had failed, I went through the process again. The end result of this glitch is that I paid $18 to email the same document to the same college twice, when I ought to have only paid $9. (The first transaction has document ID ********, the second TWGLZT3O)I attempted to contact their support to ask for a refund (case number ********). I received an automated receipt in acknowledgement and an automated survey 2 days later, but I have no non-automatic communication from them. It seems likely that my support ticket was deliberately ignored.

  Business Response

  Date: 09/28/2022

  Thanks for contacting Parchment. We are sorry to hear you experienced this. 

  I do see that your support ticket was responded to with our automated response. Our automated response contains many useful help articles, along with instructions on how to reach a real live agent. Since we didn't hear back from you, we assumed the automated response answered your question. Your case was then closed. 

  DID TWGLZT3O has been refunded. Please allow 3-5 business days depending on your financial institution.

  - The Parchment Team. 
  

  Customer Answer

  Date: 10/02/2022

  
  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.
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:09/20/2022

  Type:Customer Service 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 am in need of both my undergraduate and graduate degree transcripts for two applications. Both of my former institutions now use Parchment for transcript ordering. I went to Parchment's site and attempted to create an account. I allowed all the browser security settings necessary to fill in the forms and submit and kept receiving a prompt that my address could not be validated and kept telling me I needed to input my highest level of education (which I had attempted to do numerous times and the box even showed that I selected an option successfully). I used different browsers, devices, settings, etc. to no luck. This is clearly a software bug or a display error on the part of the site, I work for a software company and know it when I see it.I opened a support case in August seeking assistance and never heard from them. I did, however, receive a survey asking how my support session went--how? Here we are a month later with the same issues of their service not working. I need these transcripts for both a graduate certificate application as well as an application to become an adjunct professor at a state college, it's like they're holding our information hostage and neglecting their one job, to provide us with our credentials. I have screenshots of everything outlined above but do not want to include them for public viewing as they do have sensitive information of mine (address, contact info, etc.).

  Business Response

  Date: 09/21/2022

  Thanks for contacting Parchment. We are sorry to hear you were unable to connect with an agent. I do see that three support tickets were created, all of which were sent an automated response. The automated response contained many help articles in addition to instructions on how to reach a real live agent. 

  Please check your email, for a response on  your most recent support ticket. We would be happy to assist you. 
  

  -The Parchment Team. 
  

  Customer Answer

  Date: 09/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and was contacted by a member of their support team to resolve the issue. The issue appeared to have been due to a legacy system problem on their end, however, I fully acknowledge I missed the opportunity to reply to their automated help desk email. Either way, the person who contacted me was incredibly kind, helpful, friendly, and supportive. I am very appreciative of this help and was able to perform the functions needed on their site. I do want to apologize for reaching out to the BBB to resolve this issue, I truly missed the line in the email about replying to it. Had I seen it I would have taken that course of action instead, it was truly human error and in no way nefarious. That said, I'm glad Parchment located the issue and resolved it, and I rescind my complaint.
  
  Regards,
  
  ***********************************