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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:07/03/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested my college transcript from this third party via my school. I had a period of time where I couldnt access my email after the request and when I could access my email and I attempted to access the documents that I paid for, they were unavailable due to expiration dates. I reached out to their customer service and have had lengthy communication to which they refuse to issue me new docs or refund the money. There was no instruction or indication that these documents would expire upon request and there was no agreement between myself and the company stating that I would access within 30 days or would lose access. I understand the need for expiration dates on such documents but the instructions should be clear and present upon request. These arbitrary rules they are instituting after they have taken my money and refusing to resend the documents even though they clearly see that I have a request that I wasnt able to access is corrupt. They refuse to send me new docs and they refuse to refund my money. I need to request these transcripts to be resent and my school doesnt handle this so I will need to use this third party but I shouldnt have to send them more money because of arbitrary expirations date they werent transparent about up front.

      Business Response

      Date: 07/08/2024

      Thank you for contacting Parchment. We are sorry to hear you were unable to save your document within the allotted time period. Please refer to Parchment's payment policy should you have further questions related to refunds, credits, or resends: **********************************************************************************

      I do see that a member of our team reached out via your Support case and informed you of a courtesy credit that was applied to your Parchment learner account. A new order is required, the credit applied to your Parchment account can be used on your new order. 

      Should you require any further assistance please reach out and we would be happy to assist. 

      -The Parchment Team

    • Initial Complaint

      Date:06/27/2024

      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.
      Parchment takes the responsibility to print and deliver the diploma for my master's degree. However I didn't receive my diploma more than one month and they said they cannot do anything to help me. And I reordered on Jun 24. I didn't get anything yet and the company said they can not do anything.

      Business Response

      Date: 07/08/2024

      Thank you for contacting Parchment. After further review I can confirm the following: 

      You placed a replacement diploma order on June 24th, 2024 (DID TEPY9QPO). *************** processed this request on June 25th, 2024. A digital diploma was issued to your Duke email address (DID TEPIT3BJ). This diploma has yet to be claimed by you. After your digital diploma is issued, there is a 72 hour address verification time period. During this time period, you have the option to edit the delivery address for your printed diploma. Should you opt to not make any changes to your delivery address your printed diploma will be mailed to the address indicated at the time your order is made. Your printed diploma (DID TEPDV0VL) can take up to 15 business days, after the 72 hour address verification time period. Once printed, your diploma is mailed the delivery method as indicated at the time your order is made. In this case ****** ***** is not guaranteed as over night delivery and does not expedite the printing process of your diploma. Should your employer require proof of graduation, your digital diploma can be sent to them while you wait for the printing and mailing of your printed diploma. 

      Your replacement diploma request was processed as ordered. No refund will be provided. 

      -The Parchment Team. 

    • Initial Complaint

      Date:06/24/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6/21/2024, I attempted to get an official electronic/emailed transcript from ***************** via their designated 3rd party vendor, Parchment. I kept getting an error message on Parchment's sign-in page. I spent the next 4 hours working with Parchment tech support, but none of them could resolve the issue, leaving me with a promise to escalate my request. I received an email today (6/24/2024) saying the problem had been fixed, but I am still getting the same error message and unable to get the transcript I need for my new job.

      Business Response

      Date: 06/25/2024

      Thank you for contacting Parchment. We are sorry to hear you are unable to order your documents. I see a member of our Support team reached out earlier today asking to confirm the email address you are attempting to order with. 

      Please respond to our reply as soon as you are able. 

      -The Parchment Team

      Customer Answer

      Date: 06/26/2024

      I have spent 5+ hours with two Parchment tech people, and an additional hour with a ***************** tech support person, and I still do not have my transcripts. I have responded to your email asking for more information (which I have already gave previously to both of your tech people). 

      Note that I was able to send my transcripts from another university I attended in 5 minutes from one of your competitors without the slightest problem. 

       

       

      Business Response

      Date: 06/27/2024

      Sorry to hear you are still unable to order. Can you please attempt to place your order again? Please respond to our latest email if you still require assistance. 

    • Initial Complaint

      Date:06/20/2024

      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.
      paid for transcripts. It was not sent to the university. There is no phone number to reach this scam company. The customer service also is non responsive and refuse to research or refund after being emailed 3 times.

      Business Response

      Date: 06/25/2024

      Thanks for contacting Parchment. We are sorry to hear you mistakenly ordered from the same school twice. A complimentary refund has been issued for your duplicate order. 

      -The Parchment Team 

    • Initial Complaint

      Date:06/17/2024

      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.
      Ordered a transcript never received it.Case number ********

      Business Response

      Date: 06/18/2024

      Thanks for contacting Parchment. We are sorry to hear your document has yet to arrive. We are actively working with ***************** re the delivery of your document. Please allow 1 - 2 business days for your document to arrive. 

    • Initial Complaint

      Date:06/13/2024

      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.
      Hello,Placed online order for document. Business did not disclose document would be available for download for 30 days only. Document ordered is needed after time frame allowed.Business practice is fraudulent due to not disclosing important information to consumer prior to purchasing.

      Business Response

      Date: 06/17/2024

      Thanks for contacting Parchment. We are sorry to hear you were unable to download and save the document within the allotted timeframe. Can you please confirm your Document ID or order number so that I can better assist you? 

       

    • Initial Complaint

      Date:06/03/2024

      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 requested a transcript for my completed coursework to be sent after grades were final. It was allegedly sent a week early. I requested a secondary transcript after grades were final. It was also allegedly sent. Neither have been received by the respective party which is causing delays in my compensation. I was also advised that two other individuals from my department have requested transcripts. and encountered the same issue

      Business Response

      Date: 06/04/2024

      Thanks for contacting Parchment. We are sorry to hear about your experience. 
      TEOTOZMQ - This request was ordered from UH Downtown and was requested to be sent now. The document was sent to the recipient indicated at the time your order was made, which was: ****************** Please ask your recipient to check their junk/spam folders as your document was successfully sent. Your recipient has 1 week to download this request.  I see that a credit was applied to your Parchment learner account should you wish to send to another email address a new request is required. The credit can be applied on the new request from UH Downtown. 

      TEIRQ9ZN - This request was ordered from ***********, you requested for this order be held for degree. After review I can confirm it appears UH Downtown prematurely processed your request prior to your degree being posted. Please note, it is up to the sending institution to process and fulfill the request. We would be happy to reach out to UH Downtown on your behalf regarding this request. 

      - The Parchment Team 

    • Initial Complaint

      Date:05/30/2024

      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.
      I ordered my transcripts over a month ago. The first email I received was three days ago. When I tried to access the file, it stated that the link had expired. When I contacted support, they informed me that I would need to pay again and that they could not forward the transcripts even though I have already paid and have not received them. This process is highly inefficient, and the support provided is ineffective.

      Business Response

      Date: 05/31/2024

      Thanks for contacting Parchment. We are sorry to hear you were unable to download and save your document within the allotted timeframe. I do see that multiple email reminders were sent to you notifying you of the expiration to the download link. Per Parchments Payment Policy, which I have included here: ********************************************************************************** "Only requests that cannot be fulfilled are eligible for a Refund." We have however made a one time exception to refund your original requests. Please be sure to download and save your documents in a secure location. 

      -The Parchment Team 

    • Initial Complaint

      Date:05/30/2024

      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.
      Ordered two transcripts April 24th. Never received them. No contact from Parchment about the delay. Emailed them, got this reply:"Unfortunately, I do see that this order was returned by **** mail on May 22nd due to a **** being unable to forward the mail. As such, we would have to ask you to reorder this to be sent to a different address."Um... so, because Parchment couldn't deliver the order, I have to buy another 2 transcripts? NO WAY! What????I asked for a full refund. They replied: "..., the system no longer provides option to cancel and refund once the order has been completed or returned. Hence, there's nothing we can do in this order."So buyer beware: consider your money burned the second you pay Parchment, whether you receive your transcripts or not. What a racquet. Is this 2024?I already filed a claim with my credit card company.PARCHMENT PLEASE DO THE RIGHT THING HERE AND REFUND MY LOUSY $24.I'm not surprised at all that Parchment isn't BBB accredited. Of course it isn't. It's a borderline scam in my opinion.How is this even legal? I think I'll contact my state Attorney General about this matter, AND the *** too. I looked it up on the company's website and apparently it's their official policy. When kids don't receive their transcripts, the company tells them to "order again" and since most kids won't bother fighting it (the charge is only $10 or $12 after all) Parchment continues to make their revenue, even when they don't actually deliver services to their customers, AT THE CUSTOMER'S EXPENSE. I ask you ******************: why should we, the consumers, bear the burden of your business model that relies on the ****? That is YOUR cost of doing business, not OURS. To me it's not about the $24 anymore, it's about the principle. I don't like shady companies like Parchment squeezing and taking advantage of people. I've decided that, if my credit card company doesn't agree with me, and I lose the case, that I'm going to pursue this matter legally.

      Business Response

      Date: 05/30/2024

      Thanks for contacting Parchment. We are sorry to hear your documents were returned by ***** When your order was made, you selected to have your documents mailed via **** which is standard mail. You did not select to have your documents mailed with tracking via ****** Your documents were mailed by the United ********************** Parchment is not responsible for delivering your documents. Should you have questions as to why **** returned your documents to Parchment please reach out to **** directly.

      As stated in our Payment Policy, which I have included here **********************************************************************************, it is the requestors responsibility to ensure the correct recipient address is provided at the time the order is made. "Parchment does not offer a refund or credit for mail deemed undeliverable by the ***** A new request will be required. Credentials shipped via ***** will *not* be returned undeliverable to Parchment but will be destroyed by ***** in the event they cannot be delivered. A new order will be required. Please verify delivery information carefully when placing an order."
      Should you feel your document was returned in error by the United ********************** please contact **** directly. 

      -The Parchment Team 

      Customer Answer

      Date: 05/31/2024

      tell it to my credit card company and my lawyer, Parchment. You are "not responsible" for delivering our transcripts? What?! That is literally the only service you are providing here!! A refusal to take responsibility for "undeliverable" packages is part of your business model, which is disgusting. I'm not even sure it's legal. But I guess we're about to find out :)

      I have ordered numerous other products from multiple companies to that address (including my diploma), with no issues. Parchment should take responsibility and refund me, not insist that I "order again" and burn more money. WHAT A RACQUET PARCHMENT IS!! WOW...

      Business Response

      Date: 05/31/2024

      Parchment serves as an ordering platform, it is the sending schools responsibly and the mail carrier ***** or ****** to deliver the documents. As mentioned in our payment policy, which I have linked again ********************************************************************************** "Parchment does not offer a refund or credit for mail deemed undeliverable by the ***** A new request will be required. Credentials shipped via ***** will *not* be returned undeliverable to Parchment but will be destroyed by ***** in the event they cannot be delivered. A new order will be required. Please verify delivery information carefully when placing an order." Please verify with **** why your original document was returned by ***** 

      As a courtesy, we have issued a one time courtesy refund. Should you wish to place a new order, please confirm the recipient address is correct prior to ordering. 

      Customer Answer

      Date: 06/21/2024


      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.

      I would like to add that the business's response implied that I wrote the incorrect address.  I double checked just now, and I wrote the address correctly.  Yet Parchment still told me to "order again" when the package never arrived to the address I correctly provided.

      Refunding a customer for a service not provided should not be a one-time courtesy for which I ought to feel grateful.

      It should be an official policy. Stop asking customers to eat these non-delivery costs.

      I just wanted to clarify that fact for posterity, thank you.

      Regards,

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

       


    • Initial Complaint

      Date:05/26/2024

      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.
      I ordered a transcript on accident. Their policy is that as long as the transcript is not fully delivered yet, they can refund you. I submitted a request and even emailed them asking for a refund while it had not yet been delivered. They responded, asking me to confirm that I wanted to refund it, effectively delaying my request until the order was processed. After I asked again, they denied my request and said I could not refund because the order was processed.

      Business Response

      Date: 05/28/2024

      Thanks for contacting Parchment. We are sorry that you experienced this issue, a refund has been issued for TEIIK7YL. Please allow 3-5 business days for the refund to appear on your original payment method. 

      Customer Answer

      Date: 05/28/2024


      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,

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

       

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