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:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered transcript and the email link came. I click the link and the image was blank. I have sent several emails and no response after the first one stating they would resend. It was never sent. Total ripoff. They say you can access the transcript for up to 30 days. ****. No link to reopen or find it in the file. This is ridiculous. I NEED MY **** TRANSCRIPTS.

  Business Response

  Date: 03/19/2025

  Thanks for contacting Parchment. Sorry to hear you were unable to successfully retrieve your document. After further review, I see you were sent multiple emails to include a confirmation of acknowledgement on February 21, 2025 followed by another notification on February 24, 2025. I see you reached out to our support team on March 1, 2025 as well. A member of our support team replied to your inquiry and stated a complimentary resend was processed for your request. 

  -The Parchment Team 

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The customer service here is abysmal. I need a transcript to keep from losing my job and they keep canceling the order. The chatbot only allows limited responses and if you call you stay on the phone for hours.

  Business Response

  Date: 03/12/2025

  Thanks for contacting Parchment, sorry to hear you were unable to connect with an agent. Can you please confirm your document ID so that I can assist you further? 

  -The Parchment Team 

• Initial Complaint

  Date:02/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/23/2025 I placed an order (I paid $15) for my MSN transcript to be sent to the Association of ************* Nurses email I provided. I checked with my school to ensure that all of my classes were marked as complete and that my transcript was updated. Parchment then sent my BSN transcript instead, delaying my authorization to test for the Board. When I contacted them asking for a refund they refused to give me my $15 back and also refused to acknowledge that they sent the wrong transcript. They act as if they have no responsibility to deliver the correct product and nothing ever seems to be their fault, judging by how they respond to their other customers. This is the response I received from customer service: ****************** is a secured 3rd party delivery service and can only deliver what your school creates as we do not store student data or records. Since this order was completed & processed by your receiving email address, we would no longer possess the ability to refund nor credit the cost of it. We apologize for the inconvenience.Whoever runs this branch should be ashamed for stealing money from hardworking people. I want my money refunded back onto the card I gave for the transaction, I have no use for credit.

  Business Response

  Date: 03/06/2025

  Thanks for contacting Parchment. Sorry to hear the incorrect document was sent. Please note, Parchment is an ordering platform, Parchment is unable to edit or alter your documents. The sending institution is responsible for the processing and content of your data. As mentioned in your support case, we advised to contact your sending institution directly. Since a new order was made, and the correct document was issued we will not be reaching out to your institution on your behalf. A complimentary refund has been issued, the credit could have been applied to the new order you made on 2/26/25.

  -The Parchment Team 

  Customer Answer

  Date: 03/06/2025

  Just a few days ago I received a response from your customer service representative ******** stating that I would not get a refund. I do not have weeks to wait for a refund to place a new order, that would delay my ability to be able to receive clearance for my Board examination. As of now I have not received a refund to my card that was charged. I will continue to reject your proposed solutions until I see my money back into my account. 

  Business Response

  Date: 03/12/2025

  Sorry to hear you have yet to receive your refund. A refund was issued on March 6th, 2025. Parchment has no control over when your bank releases the refund to your payment method. 

  Parchment. 

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested my order to be canceled,the request was ignored and processed and then I was told I won't be given a refund.

  Business Response

  Date: 02/26/2025

  Thanks for contacting Parchment. Sorry to hear you placed an order by mistake. Your order completed within minutes of being placed, as stated in your support inquiry Parchment is unable to alter a request after it is complete. It is up to the requestor to ensure all order information is correct at the time of ordering. A complimentary credit has been applied to your Parchment Learner Account which can be used on a new request should you require to make changes to the recipient. 

  -The Parchment Team. 

  Customer Answer

  Date: 04/14/2025

  ******** customer service. Pretty sure this is a scam. They did not complete my order, recieved my cancel request but said my order was complete. I never recieved it and asked for a refund and asked for my order to be canceled both were denied. Unprofessional,rude and scammers. Don't use! Contact your school directly for assistance.

  Business Response

  Date: 04/15/2025

  Thanks for contacting Parchment. Sorry to hear you placed an order by mistake. Your order completed within minutes of being placed, as stated in your support inquiry Parchment is unable to alter a request after it is complete. It is up to the requestor to ensure all order information is correct at the time of ordering. A complimentary credit has been applied to your Parchment Learner Account which can be used on a new request should you require to make changes to the recipient. 
  -The Parchment Team. 

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After passing all the *** exams in the State of ******* on February 5, 2025, and having paid $152.00 US dollars for exams fees, I was issued a *********** Diploma and a Score Card .Unlike in the Score Card, on the Diploma my name contained an error ( middle name was substituted for middle initial).Upon contacting Parchment they agreed to fix the mistake, but wanted me to pay a fee for what they have described as an "update", stating the reason that the "candidate"( in this case me) registered the name like it was on the printed Diploma.I replied to them saying that this was incorrect, and include proof for it such as : Official Score Card in which my name is complete and full ( issued at the same time as the *************************** ID used to identify myself to the test administrators at the time of taking the tests, which also contains my full legal name including the middle one.After my last communication with them via email they stopped replying to me.For that reason I asked to be provided with a *********** Diploma with my correct legal full name on it for free, because on their website it clearly states that I am entitled to one free electronic Diploma and one free electronic Transcript (Score Card).

  Business Response

  Date: 02/26/2025

  Thanks for contacting Parchment. Sorry to hear of the trouble this may have caused. Please note, Parchment serves as an ordering platform and delivery service. Parchment cannot alter your information as it appears on your record. After reviewing your Support inquiry, I can confirm that GED made the requested change to your name. Per GED when your account was created, your middle name was not included in the middle name field.  If you wish to receive paper documents that reflect your name adjustment, a new order and payment is required. *** does not provide free hard copies. 

  -The Parchment Team. 

   

• Initial Complaint

  Date:02/07/2025

  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.

  My son's high school requires the use of this company to send transcripts. We submitted and paid for a transcript to be sent for an important scholarship. It turns out that they never received it and as soon as we found out, reached out to parchment. they in turn replied that because it had been 30 days there was nothing they could do and we would have to pay again to send it. I asked them about a tracking number or how they guaranteed that it was delivered. Their response was basically "Too bad" because it was beyond 30 days. Here was ******** response "I'm sorry for the inconvenience and frustration that this order has caused you. Unfortunately, we can no long resend it. " They can't even use good grammar. If we had not caught this problem it would have cost us $10,000 in scholarship money. They obviously don't back up what the sole purpose of their company is. Terrible business model and customer support.

  Business Response

  Date: 02/10/2025

  Thanks for contacting Parchment. Sorry to hear your recipient has yet to acknowledge receiving your document. You requested to have your document sent via **** 1st Class Mail which is standard mail and does not include tracking or confirmation of delivery. As previously mentioned, your request is outside of our resend window. I have linked our resend policy here for your reference: **********************************************************************************

  Should you require your documents to be resent, a new order and payment is required. I have issued you a courtesy credit to your Parchment learner account. This credit can be used on a new order from the same sending school, *********************

  -The Parchment Team 

  Customer Answer

  Date: 02/10/2025

  
  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 because it is what they should have done at the beginning.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved but still think the company has some issues.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/22/2025, I ordered my two college transcripts to be sent BY MAI. However Parchment sent both transcripts ELECTRONICALLY to the school. Which unfortunately does not accept electronic transcripts. I contacted Parchment several times through chats and emails to request a refund to no avail.. I was told that I had to repay for both transcripts to be sent by mail. What nonsense! I demand a refund of my $20 because my order was fulfilled wrongly.I am highly displeased with Parchment's customer service.

  Business Response

  Date: 01/27/2025

  Thanks for contacting Parchment. Sorry to hear you made a mistake while ordering, your order is fulfilled with the delivery method that is selected at the time of ordering. Please note Parchment is unable to alter the delivery method after an order is made. As a courtesy, a credit has been applied to your Parchment Learner account. These credits can be applied to a new order should you wish to place an order for a paper transcript. 

  -The Parchment Team 

  Customer Answer

  Date: 01/29/2025

  Dear BBB Officer:

  I come against Parchment decision and reject the credit.

  I insist and demand a refund of the $20 I spent on a service I did not receive.

   

  Sincerely,

  NJ Toure

  Business Response

  Date: 01/30/2025

  Hi NJ, 

  As mentioned previously, you placed an order for two electronic documents. Parchment does not and cannot alter the delivery method once an order is placed. Should you still require a physical copy of your documents a new order for a paper copy is required. 

  A courtesy refund has been issued, please allow 3 - 5 business days for the refund to appear on your original payment method. 

  -Parchment. 

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an official transcript to upload to employer hiring sites. The hiring sites will not upload the document the way parchment has back-end or password protected it. I am also not able to make a copy or save the document which is my own record in a way which allows it to be uploaded. I am unable to get a refund or use the product which they provide. I was advised to take pictures or snaps of the document and reconvert and recompile them into a new pdf which would not be my official transcript. This is an unacceptable way to provide people their own records which they then cannot use or save in any other way.

  Business Response

  Date: 01/22/2025

  Thanks for contacting Parchment. Sorry to hear you experienced issues with uploading your document. Can you confirm the DID or Order number so I can better assist you?

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ordered two transcripts to be sent to LSAC one from Adelphi one from ************ adelpi went the next day albany not sent and i cant get a straight answer why all answers appear robotic lacking human meaning. WHERE is transcript? SEND IT to **** last response was not clear and provided no info SEND TRANSCRIPT ASAP to **** i paid and you took the money spomeone with a bran research this and send to LSAC asap i can wait no more.

  Business Response

  Date: 01/21/2025

  Thanks for contacting Parchment. I see you placed an order from the ******************** to ***************************** Please note, Parchment serves as an ordering platform it is up to your sending institution, in this case ******************** to process the request. As noted by our support team, please contact ******************** directly regarding the processing of your request. ******************** notated on your order that an email was sent to you to verify your information for processing. 

  -The Parchment Team. 

• Initial Complaint

  Date:12/30/2024

  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 placed an order on 12/09/24 to receive my transcript. On 12/10/24 the money was debited from account at 02:26am by parchment in amount of $15. My school called asking if I have received my transcript its been a ********* doesnt take that long. School provided me the number for parchment support. 12/17/24 I made several called to parchment and they gave me the run around. I finally got someone with sense and they seen the order, but my money was refunded and informed I never got a refund, so she initiated another refund and said should receive by 12/18/24 still nothing. On 12/20/24 I spoke with another employee, she said 2 refunds initiated ( 12/10 & 12/17 ) told me to give it to Christmas, if still havent received the refund, call back. 12/27/24 I called back giving the system and workers time to get back in the work groove after the holidays; I was informed another refund was initiated by the representative I spoke with on 12/20/24 ; yet I still have yet to receive my refund. Please keep in mind, I am also communicating with my bank as well, and they dont see no refund pending. On 12/27/24 a Parchment supervisor name ***** J called me. She was very rude and nasty, and told me "we never took no money so call your bank and dispute it" I laughed and said "if you didn't take any money, what would I be disputing ? You guys initiated 3 refunds on 3 different days, yet I still haven't received it" She said "call your bank" and then hung up on me . $15 might not be a lot to people, but it is to me when I have an infant, as well as I paid for my transcript and NEVER RECEIVED.

  Business Response

  Date: 01/03/2025

  Thanks for contacting Parchment. We are sorry to hear that your original order was incomplete. Please note that the authorization charge for incomplete orders typically falls off within 5 - 7 business days depending on your bank. I see you spoke with a member of our support team regarding this request. Should you require further assistance please feel free to reach back out. 

  - The Parchment Team 

  Customer Answer

  Date: 01/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and Refund was initiated again yesterday, and received late in the evening yesterday.
  
  Regards,
  
  Jahaneil ********