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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/13/2024

      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 my official transcript from Parchment on 12/12/2024. It was emailed to my previous student account that I no longer have access to. I was unable to retrieve the purchased item and reached out to customer service. They stated that the order was fulfilled so they could not make send me a refund or cancel. I only wanted to have it sent to my correct email address. The original order number is TE2WRMXN. I was in need of the transcript quickly and was forced to pay for a second transcript with the correct address. I would like a refund for the original order since I did not receive the purchased item. I will attach the payment from yesterday that posted today and the pending payment for the second transcript. The second transcript order was placed using the correct email and I received it quickly. The second order number is TE2EPMMJ.

      Business Response

      Date: 12/23/2024

      Thanks for contacting Parchment. Sorry to hear that you ordered your document to be sent to an old email address. Per Parchments payment policy, which is included here: **********************************************************************************, once an order is made we are unable to alter the recipient information. 

      A one time courtesy refund has been issued. Please allow 5-7 business days for the refund to appear. 

      -The Parchment Team 

    • Initial Complaint

      Date:12/06/2024

      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 was on their website trying to do a transcript and for some reason when I went from one page to another page it defaulted back to another institution that I did not select on the previous page and so when it submitted the payment at the same time it sent it to the wrong institution. I contacted them about it one minute after the transaction and I have been contacting them for over a month and all they say over and over again is nope we cannot refund you when I told them that their website glitched on me and defaulted to an institution I had already sent information to before. They are not helpful and are robots just saying nope can't refund. They are not helpful at all and I just want a refund that is it. I just want a refund of $13. Thank you.

      Business Response

      Date: 12/11/2024

      Sorry to hear a mistake was made when placing your order. Parchment is unable to alter an order after it is placed. A member of our team replied to your support case on December 6th, confirming your refund. 

      Please allow 5-7 business days depending on your bank. 

      -The Parchment Team 

    • Initial Complaint

      Date:11/07/2024

      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.
      On September 13, 2024, I purchased an official transcript through Parchment, expecting ongoing access to download the document. I recently discovered, however, that Parchment imposes a 30-day expiration period on download links, which I was not informed about at the time of purchase. I only became aware of this limitation when I checked my email recently, beyond the 30-day window. On the user interface on their website, it says that my transcript is still available and ready to download however, I cannot access it.Upon realizing I could no longer access my transcript, I contacted Parchments customer service, explaining my situation and requesting either a renewed link or a refund. They denied my request, citing policy, and informed me that my only option to regain access to my transcript is to place a new order and pay an additional fee.I believe this policy is unreasonable, especially given that I had already paid for the transcript but was not adequately informed of the time restriction. As a customer, I expected access to my purchase without an expiration date on download availability, or at minimum, clearer communication about this limitation.I am seeking either:A reissuance of the download link so I can access the transcript I paid for, or A full refund for the transcript order.

      Business Response

      Date: 11/08/2024

      Hi *****, 

      Thanks for contacting Parchment, sorry to hear you were unable to save your document within the allotted time frame. An email was sent to you on October 10th, 2024 with a reminder to download your document. This email contained the time period that remained (3 days) to download. 

      If you still require your document, a new order is required. A complimentary credit was issued to your Parchment Learner Account which can be used on a new order from the *********************** 

      - The Parchment Team 

    • Initial Complaint

      Date:11/02/2024

      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.
      Started in July of 2024 and is still ongoing...Placed an order for my daughter's high school transcript and transcripts for college credits earned during high school. This website provides no direction of what type of account you should create to perform what you would like causing us to order back in July and pay $25 to get my daughters school information to send over to the college. It ws never specified that the documents needed to come from Parchment so we had to order twice now to get the transcripts sent to the college and pay again.I think paying for my own daughter's high school transcript is ridiculous, and paying for them twice now is complete bs. But there is no other way to get her transcript sent to the college so we had to comply. Parchment has probably ripped off hundreds of people this same way by not providing any information on their website. There is also no customer service number to get any help, just have to email and wait days to hear back.

      Business Response

      Date: 11/06/2024

      Thanks for contacting Parchment. Sorry to hear you were confused on which type of account to create. If the learner is over the age of 18, the learner will need to create a Parchment Learner Account to request their own Credentials to be sent to their recipient. The account previously created was a Third Party Account, intended for use of requestors that are requesting documents to be sent to themselves with permission from the learner. 

      Should the learner require their documents to be sent the learner will need to proceed with creating a Learner Account and ordering their own documents to be sent to their intended recipients. 

      - The Parchment Team 

    • Initial Complaint

      Date:10/30/2024

      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 ordered my college transcripts on 10/24/2024. When prompted where I needed to send the documents I put the correct school to send it to. Parchment sent my transcripts to the school I was requesting transcripts from by mistake. I have been continuously told that it is my fault that this happened as they cannot alter the order after, as if there could not have been a system glitch. However, after coming to this page I have seen that this has happened multiple times to other people as well. I have ordered other transcripts from this place with no issues. The customer service is terrible, you are just met with people who talk over you and give you attitude. If I had any other choice I would not order transcripts from this company ever again. Unprofessional and RUDE. ***** this company at all cost if you can.

      Business Response

      Date: 11/06/2024

      Thanks for contacting Parchment. Sorry to hear you mistakenly provided the wrong recipient at the time your order was made. As mentioned in your support case, Parchment is unable to edit or modify the details of your order after an order is made. If your recipient requires a change a new order and payment is required. 

      -The Parchment Team 

    • Initial Complaint

      Date:09/16/2024

      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.
      The date of the transaction was today 9/16/2024. Back on 8/11/2024 I order my son's high school transcripts from ***************** (homeschooling) so that he could return to school in person. ***************************** uses Parchment to facilitate this. It is already off putting that as a high school student you are charged for your child's transcripts, no normal high schools do this. So I paid the $15 waited two days, received the document. At which time I printed it and dropped it off to my son's new high school. The new high school notified me last Friday (9/13/24) that they had lost his transcripts. I went into my profile with Parchment and I was unable to view or see them and so I reached out to support and asked if they could help me or resend them to me or something. They responded today stating that it had been over 30 days so I would need to pay for them again. The reason this is a problem is that they do not at any point say hurry up and save your stuff because we only allow you to access it for 30 days. Both Parchment and ***************** should be letting students know at MINIMUM at time of purchase that they are actually selling 30 days worth of access not "providing transcripts". It's already NOT THEIR INFORMATION so it is majorly shady to only allow people to have access to their own personal information for 30 days for an item that isn't even normally charged for. They clearly know when people need this document they don't have a choice and Parchment takes advantage of this fact by not being transparent with their customers. Then tell their customers to "Moving forward, please be reminded of the 30 day window when viewing or downloading your document as your prompt attention is highly requested." That is copied and pasted from their customer service department. I have now paid $30. $15.00 each time to look at an identical document. First time I waited 2 days. Today I received the document within less than an hour, shows it took no time or effort just want take $.

      Business Response

      Date: 09/17/2024

      Thanks for contacting Parchment. Sorry to hear you were unable to download and save your son's documents within the allotted time period. An email was sent when the order was fulfilled, which contained information regarding the time period to download and save the document. Our website offers many help articles with information such as our resend policy, download timeframes and refund policy. I have linked our *********** here: ******************************************************************************

      Please note, Parchment serves as a delivery service. The sending institution, in this case Penn ******, determines the fees associated with purchasing a document in addition to the time period for processing. 

      Should you have any questions regarding fees or processing please contact ***************** directly. 

      A one time courtesy refund was issued for DID TE5S2RRJ. Please allow 5 - 7 business days for the refund to appear depending on your bank. In regards to your most recent order, as stated in the email you received please download and save within 30 days. As long as you are able to download and save the document to your computer you can access after the 30 day time period. 

      Should you have any further questions, please feel free to reach out. 

      The Parchment Team. 

      Customer Answer

      Date: 09/17/2024


      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:09/13/2024

      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.
      Parchment needs to correct two things to meet "exceptional service,": 1. Be transparent about how to contact a real human being by phone instead of email complaint. Emails are not answered within a couple days or even a week and it's frustrating to have to go ******, "how to contact Parchment Transcripts by phone" to find a phone contact-number. The phone number does not exist even after you've logged in on the Parchment website. If it does, it's buried and not user-friendly. #2 ****************** needs to make it more obvious that "order transcript," ONLY applies to the ONE school. Parchment needs a "bundle," feature so that a student ONLY needs to pay ONCE to get whatever transcript information Parchment handles sent --a student should not need to pay for each separate school. If a student still needs to do this, then it needs to be very obvious that the student is sending ONLY a transcript from the ONE school and not from the other schools.

      Business Response

      Date: 09/17/2024

      Thanks for contacting Parchment. Sorry to hear you were unable to locate our phone number. Please note, Parchment is a delivery service, the sending institution is responsible for fulfilling the request. Should you have questions regarding the content or coursework included in the transcript received please reach out to the sending institution directly. Parchment is unable to alter the content of the document you received. 

    • Initial Complaint

      Date:09/10/2024

      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.
      This is a transcript transfer business. JUNE 26, 2024 Transfer request submitted and paid for.The order stated that I would be contacted if any additional information was needed. I submitted that the transcript was of classes taken at *************************** in **********, ********!The next morning an email was sent that went into spam, which I do reveiw ever. On July 22, 2024 I called ******************* boy(JCC) and asked about this case. I was told by JCC that when they checked on the case it stated that the case was still pending. So waited until August 29, 2024 and called back. Still no response. on September 10, 2024, I called JCC which is now named ******************************************* (kctcs) and I found out that the case had been canceled on June 27, 2024. I have tried calling the Parchment office to explain to them that IDID NOT REQUEST A TRANSCRIPT REQUEST FROM A NEW YORK COLLEGE ON MY APPLICATION AND SECOND, KCTS AND ************************** SHOULD HAVE BEEN NOTIFIED THAT THE **** WAS CANCELLED! PLUS, THERE SHOULD BE A PHONE TO CALL TO BE ABLE TO CONTACT THEM!

      Business Response

      Date: 09/11/2024

      Hi ******, 

      Sorry to hear you experienced issues with retrieving your documents. The case you referenced is not a Parchment Support case, this is a support case between you and ****************************** Please reach out to ***************************** for further assistance regarding this case. 

      With the information provided in this complaint, I can confirm that an order was made from your Parchment Learner Account associated with *************************

      The order made from this account was for a transcript, ordered from ******************************** to **************************. This request was cancelled and refunded. 

      If you still require your documents, a new order is required from the correct sending institution. 

      -The Parchment Team 

    • Initial Complaint

      Date:09/05/2024

      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 attempted to order a transcript on their website and while I was on the phone with the parchment *** as she was guiding me to order the transcript I advised her the website skewed and sent it to the wrong school, she said no problem and they would process a refund and to contact the school also tp let them know. I contacted the school and they created a case and said it would be cancelled. I noticed the charges stayed on the account and I called ********************** back where the *** confirmed the wrong school that it was sent to never opened it and I explained I requested a refund and now they refused.

      Business Response

      Date: 09/09/2024

      Thanks for contacting Parchment. Sorry to hear you made a mistake when ordering your document. I see in our most recent reply a refund was issued. Please allow 3 - 5 business days for the refund to appear, depending on your financial institution. 

      -The Parchment Team 

    • Initial Complaint

      Date:09/04/2024

      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 am trying to get my official transcripts for my Doctorate from Parchment. The school I attended (****** in **) has closed. Parchment provided a partial transcript and has not been able to help me understand why or get my full transcripts. They have been incredibly rude and hung up on me. They keep telling me to call FL DOE and I have many times. I cannot be the first ****** who is experiencing this and now I cannot start my new job this week because I cannot get these transcripts. I worked so hard to complete my Doctorate and I need someone to help me get these transcripts. Thank you!

      Business Response

      Date: 09/09/2024

      Sorry to hear you are experiencing trouble with obtaining your documents. As mentioned in our recent support case, we have checked our records many times and the document that was sent is the only document that we have that matches the information provided on your orders. If you feel this is a mistake, a new order is required, please include all relevant student information such as name while attending. We do see that two orders were made in 2021 and 2023, due to data retention we no longer have the ability to view the document that was sent with these orders. The order you made in 2021 was processed by ******, they may have had your full record. Unfortunately, the only record that they provided us was the record that was sent.  We apologize, but we do not have any other record for you.  
      If you feel this is a mistake, please contact the Custodian of Records for ******, which is **************************************** their website can be found here: ****************************

    Parchment is NOT a BBB Accredited Business.

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