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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

      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

    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:09/16/2022

      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 my college transcripts on sep 12,2022. They were to be sent to me electronically the very next day! STILL NOTHING! I had them cancel the order to place a new order (per parchments request) Today I ended up reordering. I pressed SUBMIT & the account said ERROR CODE but They immediately took the money out of my account without sending a confirmation code! I called to AGAIN & was told that they didnt receive the payment on their end and to reorder! So I did! For the THIRD time!! Same thing!! ERROR CODE ,but they withdrew that payment as well!! LONG STORY SHORT! PAID 3 TIMES NO TRANSCRIPT OR REFUND!

      Business Response

      Date: 09/21/2022

      Thank you for contacting Parchment. We are sorry to hear you received multiple error messages. 

      I see that two attempts were made. The charge for the incomplete order should have fallen off. The order that was successfully placed, was cancelled and refunded on 9/12 this charge should have also fallen off. 

      Please respond to the latest email we sent to you if you have further questions. 

      -The Parchment Team. 

    • Initial Complaint

      Date:09/16/2022

      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.
      My full time employment ended recently when my patient died. I'm now in search of suitable employment and need my transcripts from the **********************. The school said they no longer will allow you to obtain then transcripts from them and to use Parchment. I have tried for two full days to create an account with Parchment. I've followed their instructions to the letter trying two different e-mail addresses and a cell phone and a desk top. Nothing works. I have called 2 phone numbers for them which are literally never picked up, they just ring and ring and finally the call is just ended. I have also made several work tickets for them. Me not being able to retrieve my college transcripts is delaying my applying for employment. This company is not competent enough to be trusted with the power to not be able to get your transcripts. I have called both Colleges and reported this to the ****************** One college said they will just go ahead and send me the transcripts but the other will not, those transcripts that are crucial. I however will be writing all kinds of online reviews on this company until colleges change their mind and go back to processing requests for transcripts. this company is truly standing in the way of me finding employment.

      Business Response

      Date: 09/16/2022

      Thanks for contacting Parchment. 

      I see multiple support tickets were submitted, all of which an auto response were sent with instructions on how to reach a real live agent. 

      We are sorry you weren't able to connect with an agent. We reached out via email to assist you further. 

       

      -The Parchment Team

    • Initial Complaint

      Date:09/13/2022

      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 have attempted to order my transcript with no success on several occasions. I called again today 9-13-2022) and a voice recording came on stating the help staff was in training and to call back in an hour. The website is a joke. I am trying to back to school, but I can't until I get my transcript.

      Business Response

      Date: 09/14/2022

      Thank you for contacting Parchment. I see you submitted two web cases, in which an auto reply was sent. As stated in our response, weve found that most questions can be quickly and easily answered using the *********** articles at www.parchment.com/support

      If none of these scenarios below quite match what you need, were here to help. Instructions for contacting support was included within our auto reply. Unfortunately because no response was received we assumed our auto reply answered your question. 

      Based on your cases, it looks like you are trying to place an order? On of your cases mentioned that you were attempting to order from *****************. If you are referring to ***************** in *****, this institution is part of a district. Their order form can be found by following the steps below and searching for "Alamo Colleges".  

      I have provided steps below for placing an order. 

      Please visit www.parchment.com Select Order my transcript or credentials and then type the name of your school in the Order From field.  If you dont see your school in the drop down list, visit the schools website for instructions.


      If this still doesn't help, please respond to one of our emails. A real live agent would be happy to assist you. 

      -The Parchment Team 

    • Initial Complaint

      Date:08/31/2022

      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 my Transcript from Parchment February 28 to my address, and its still processing! This is unacceptable.

      Business Response

      Date: 09/01/2022

      Thank you for contacting Parchment. 

       

      We are sorry to hear there has been a delay in processing your request. I was unable to locate a request with the information you provided. A member of our support team reached out to you. Please respond to the email that was sent so that we can assist with your order. 

       

      - The Parchment Team. 

    • Initial Complaint

      Date:08/18/2022

      Type:Product 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.
      Parchment had not provided a refund or acted on the initiated case. There was an order; there was a ticket created prior to shipping transcripts and receiving any confirmation that the order was shipped. Parchment had not responded to the ticket or is picking up the phone. I am eligible for a refund. Parchment did not communicate upon phone calls and via email.

      Business Response

      Date: 08/19/2022

      Thank you for contacting  Parchment. I see that case 04394557 was submitted on August 17th, an automatic reply was also sent with instructions on how to connect with an agent if the automatic reply did not assist. This request has completed, therefore it cannot be cancelled. A refund has been issued, please allow 3-5 business days for the refund to appear on your original payment method. 

      -The Parchment Team 

      Customer Answer

      Date: 08/19/2022


      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:08/17/2022

      Type:Service or Repair 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 a transcript for my daughter August 10, 2022 ( delivery method by email). When I received it it was a partial. When I reached out about it they told me that it was not anything that they could do. I requested a refund and I never received a response.

      Business Response

      Date: 08/18/2022

      Thank you for contacting Parchment. We are sorry to hear that an incomplete transcript was sent. Please note, Parchment serves as a delivery service it is up to the sending institution to fulfil and send the request. A refund has been issued, please allow 3-5 business days for the refund to appear. 

       

      We would be happy to reach out to the sending institution on your behalf. 

      -The Parchment Team 

      Customer Answer

      Date: 08/18/2022


      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:08/15/2022

      Type:Order 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 an official college transcript to be sent on 7/15/22. Parchment has not sent the transcript and I have reached out multiple times to have them send it and to refund me me the money for the inconvenience. The only way to contact customer service is on a form and nothing else. My document ID was: TW8GQSIN Case Number: ******** FILED: 8/8/2022 Case Number: ******** FILED: 8/8/2022 Case Number: ******** FILED: 8/15/2022 There is no way to even check up on your case numbers! This is the only way to send an official transcript from ******************* to ***. I've been in contact with *** for weeks now about the fact that parchment has not done their job on their end. THIS NEEDS TO BE HANDLED.

      Business Response

      Date: 08/16/2022

      Thank you for contacting Parchment. We are sorry to hear that your recipient is unable to locate your transcript, as stated in the email you provided "The transcript you requested from ******************* was successfully received by
      *********************************** on 07/15/2022." This was sent through the Parchment Receive network, *** can locate your transcript with DID TW8GQSIN. Additionally, I see multiple cases were submitted. As stated in the email you attached "If none of these sound like you, thats ok. Were here to help. Simply reply to this email and a real, live Parchment Support Representative will be happy to assist you. Please do not submit a new web case. That will just result in this exact email being sent again. Just hit reply on this email. We generally respond to all emails within 2 business days and we appreciate your patience." Since we did not hear from you on either of your cases, we assumed our automated response helped answer your question. 

      We would be happy to reach out to *** on your behalf and assist with locating your transcript. 

       

      - The Parchment Team. 

    • Initial Complaint

      Date:08/11/2022

      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 am wanting my credit card re-credited for the (2) transcripts purchases that cannot be processed from my university, hence I have not received services rendered. These were two different requests that have not been honored as promised and my monies payed for services have not been returned. I want my credit card refunded ASAP, but Parchment customer service is giving me the run around and wanting to hold my money on file for any future requests I may have for a later date.

      Business Response

      Date: 08/12/2022

      Thank you for contacting Parchment. We are sorry to hear about your frustration. I see two requests for you, TWF4QP2K was cancelled and credited to your Parchment learner account. This order was cancelled and credited by ********************************. I have issued a refund to your original payment method, please allow up to 10 business days for you refund to appear. Your other order, TWF4Q8PK was Processed and Fulfilled by the ********************************, this appears to have been printed and mailed by the ********************************. I would suggest reaching out to *** directly to inquire when and how this was sent. A refund has been issued for this request, please allow up to 10 business days to appear. 

       

      -The Parchment Team

    • Initial Complaint

      Date:08/11/2022

      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 high school class course transcripts for my daughter in June 2022. It is AUGUST and we still do not have the electronic, confirmed request. Parchment has NO **************** reps available to take calls. They do not resolve your issues. I have sent 2 requests for help that redirect me to reread their website. They take your money and don't care if you get what you paid for. They do not call you back or try to help you. Parchment is a total fail and should be shut down.

      Business Response

      Date: 08/19/2022

      Thank you for contacting Parchment. We are sorry to hear that there was a delay in the processing of your daughters transcript. Please note that Parchment serves as a delivery service, it is up to the sending institution to fulfil the request. We have reached out to the sending institution to assist with the processing of this request. 

       

      As soon as the sending institution confirms or processes the request we will follow up with you. You can also contact the sending institution directly as well. 

      - The Parchment Team 

      Customer Answer

      Date: 08/23/2022

      i want my money back. I contacted Parchment several times before my BBB complaint. Now you move on it to do something. You should have better customer service. Your auto replies with commonly asked questions is of NO help. 

      Business Response

      Date: 08/24/2022

      Thank you for contacting Parchment. We have reached out to the sending institution but have not heard back. For further information please contact your daughters sending institution directly.

      As stated in the auto reply, "This is an automated response. Weve found that most questions can be quickly and easily answered using the *********** articles at www.parchment.com/support  If none of these scenarios below quite match what you need, were here to help. Instructions for contacting support can be found at the end of this message....If none of these sound like you, thats ok. Were here to help. Simply reply to this email and a real, live Parchment Support Representative will be happy to assist you. Please do not submit a new web case. That will just result in this exact email being sent again. Just hit reply on this email. We generally respond to all emails within 2 business days and we appreciate your patience. " Unfortunately because a response was not received and multiple cases were open, you were unable to be connected to a live agent. 

      We would be happy to issue you a refund, however it appears the original payment method used for the request has either expired or the card is no longer valid. Please respond to our latest email to confirm your mailing address so that a refund check can be issued. 

      -The Parchment Team 


    • Initial Complaint

      Date:08/08/2022

      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 graduated from an online high school in March of 2022. My school uses Parchment to deliver transcripts to colleges that their alumni are looking to apply to. I have attempted to get my high school transcript sent to a college immediately, but it has been on hold for a week saying that student did not match. I would like to know why this issue is happening and why nobody has gotten back with me after sending an email to their support line. I have never had an issue with Parchment, even with the college I'm currently in. They have successfully sent my college transcript to the college I'm trying to transfer to, and I would like to know why my high school transcript cannot be sent. I have been in contact with my high school and know that it is not an issue on their part. If my transcript cannot be sent through, I would like to receive a refund immediately. I have never written anything negative about any business, but I have tried to be patient and Parchment does not seem to care about their customers.

      Business Response

      Date: 08/09/2022

      Thank you for contacting Parchment. Our support team typically responds within ***** business hours. Your case was submitted within this time frame. 

      Please note that Parchment is a delivery service, it is up to your institution to process and fulfil the request. 

      Per your request, the following document IDs have been cancelled and refunded TWFWPGXR, TWFEHSGM & TWFWV42L. Please allow up to 10 business days for the refund to appear on your original payment method. 

      Document ID TWFWKIVQ was placed on hold by ************************************************** - ************************. It is up to the institution to fulfil this request. We would be happy to reach out to ************************************************** - ************************ to assist them with processing this request. Please note, it can take time for the sending institution to respond to our inquiry. 

      Once we hear from ************************************************** - ************************ we will follow up with you. 

    Parchment is NOT a BBB Accredited Business.

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