Business Profile

Educational Research

Parchment

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Complaints

This profile includes complaints for Parchment's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

168 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

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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:05/24/2024
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 purchased two separate records from the parchment site. I requested & purchased **12 records, via the date selection as I was told to do so by my two high schools, saying this is the site that handles their archives. I did everything I needed to do, I read the information on parchment which said I would get my **12 records. I got two pieces of paper. I messaged customer service, I asked why this was and they said they do not have the **12, they are only a third party. So I said that makes no sense and sent them a link of their own website where it says they do **12. Then the rep said, it was my fault I didn't select dates. So I sent a screen shot of where I selected the dates for each school, so they changed the blame again and said it was my fault, for a different reason. So now I'm here. Your whole business is made around archiving the digital records so schools don't have paper records. Saying you have said records and then telling me otherwise after I purchase is misleading. I want a refund for the two orders I placed. They were both were $4.40 A totaled of $8.80 refunded back to my original payment method. Thank you.
Business Response
Date: 05/28/2024
Thank you for contacting Parchment. After further review, I can see that two orders were made, please see below for order detail information
TEOWMUHP: Ordered from **************************** to be sent to your personal email address ******************************* This document was acknowledged on 5/22/2024 and contained *********** Coursework from 2005 - 2009. Should you have specific questions regarding the coursework included please contact **************** *********** directly. As mentioned previously, Parchment is a Third Party Ordering storefront. The sending school (**************************** is responsible for fulfilling the request, to include answering questions regarding the content of your document.)
TEOWM2TM: Ordered from ********************************* to be sent to your personal email address ******************************* This document was acknowledged on 5/22/2024 and contained *********** Coursework from 2005 - 2009. Should you have specific questions regarding the coursework included please contact **************** **************** directly. As mentioned previously, Parchment is a Third Party Ordering storefront. The sending school (********************************* is responsible for fulfilling the request, to include answering questions regarding the content of your document.)
The dates of attendance and name you referenced are used to locate your records when ********************************* is processing your request. Should you wish to obtain elementary school records, please contact your elementary school directly.
Both orders were processed and fulfilled as ordered, however I have issued a one time courtesy refund for your confusion.
Should you have questions regarding placing a GED order, please visit: www.ged.com
Customer Answer
Date: 05/30/2024
I was told by all of the schools to contact and order this way, as seen in the requests I selected 1993- 2010. If you would like to go screen record the process to order these records that you and your website claim to be k-12 I will gladly screen record that process for you. Please refund my cost for your websites short comings thank you
Business Response
Date: 05/31/2024
Hi ******, as mentioned previously you placed an order for your high school records. High School records typically do not include Elementary or ************* records. If you have a question regarding the document that was sent, to include the content please reach out to your school directly. The sending school, in this case ********************************* is responsible for fulfilling the request. Parchment has no control over the content of the document.
The page on our website that you are referencing which I have included here: *************************************************************************************** is directed towards the sending school, not the student. This page is for potential sending schools that are inquiring about using Parchment as a service.
Should you have questions regarding ordering your elementary or middle school transcript please contact your elementary and middle school transcript directly. The attendance years you entered are used to locate your record at your sending school (*********************************), the attendance years do not mean that all records between those years will be included.
-The Parchment Team.
Initial Complaint
Date:05/17/2024
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.
Document id: ******** I ordered a transcript to be delivered to my home address and they delivered my transcript electronically when I called and complained about the method of delivery they told me I would have to place another order and pay for a new one to be mailed they had no resolution or anything I was simply asking them to credit my account or refund me my money because I am not paying to have my transcript redelivered. I am not sure what kind of business you guys are running but customers should not have to keep purchasing new orders for orders they have already placed.
Business Response
Date: 05/21/2024
Thanks for contacting Parchment. We are sorry to hear you mistakenly placed an order for an electronic transcript. Unfortunately once an order is made, we are unable to edit or alter the delivery method. Please see Parchment's Policy which I have linked here: **********************************************************************************
I see your document was successfully sent to the recipient you indicated at the time your order was made, it was also opened. If you wish to receive a paper copy, a new order and payment is required.
A one time courtesy credit has been applied to your Parchment Learner Account which can be applied to a new order made by you from ************************************
-The Parchment Team
Initial Complaint
Date:05/14/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Company states that they have delivered documents via email, but no email has been recieved. When a ticket was opened with customer support, the company refuses to acknowledge that the issue resides on their end.
Business Response
Date: 05/15/2024
Thank you for contacting Parchment. We are sorry to hear you have yet to receive your digital credential(s). After further review, I can confirm your documents were sent successfully from Parchment. We have successfully sent 9+ email notifications over the last 30 days to *************************. As mentioned in our previous replies, it is possible that the domain (o365.ncu.edu) is blocking our emails. Parchment is unable to change the recipient email address that your digital credential(s) were issued to, however we would be happy to reach out to ******************* on your behalf to see if they are willing to reissue to an alternate email address.
-The Parchment Team.
Customer Answer
Date: 05/15/2024
You may reach out to whomever you need to. At the moment, the issue still remains unsolved with both organizations blaming the other.
Business Response
Date: 05/21/2024
As mentioned previously, we are sorry to hear you were unable to retrieve your digital diploma. A member of our support team will reach out to your school on your behalf to request this be reissued to an alternate email address.
Customer Answer
Date: 05/25/2024
Still have not received document at alternate email address provided.
Initial Complaint
Date:03/21/2024
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 graduated with a Masters degree in June of 2023. My school used Parchment to print diplomas. It is now March 2024, and we still have not received our diplomas. My school has been difficult about sending me an electronic copy (obviously that is not on Parchment), but 9 months for a simple piece of paper is beyond ridiculous. According to the registrar's office at my school, Parchment continues to push back their "print date" and still has not provided an official print date. I understand that delays happen, but this has gone far beyond delays. If this is not figured out soon, I will have to involve lawyers/educational rights lawyers. I paid tens of thousands of dollars and spent hours and hours in class and doing work to earn this degree. I should not have to wait this long for my diploma.
Business Response
Date: 03/21/2024
Thanks for contacting Parchment. We are sorry to hear that your diploma has yet to arrive, can you please confirm your document ID (DID) so that I can better assist you? If you are unable to confirmed your DID can you please confirm your student ID?
****************** Support
Customer Answer
Date: 03/26/2024
My student ID is *******

I graduated from ************************** in July 2023.
Business Response
Date: 03/27/2024
Thank you for confirming, with the information provided I am unable to locate a diploma that was issued through Parchment from **************************.
Can you please confirm the following to extend my search?
First Name
Last Name
Date of Birth
Email associated with your Parchment Learner Account
Name of person at ************************** that you have communicated with, we would be happy to reach out on your behalf.
-The Parchment Team
Initial Complaint
Date:03/07/2024
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 purchased a certificate and diploma from Parchment on the 18th. They progressed it the 19th. Per their rule it should have been sent out the 22nd and thats what the school and Parchment said it was sent out. (Lies) they said they shipped it out **** and it can take up to 15 days. Its crazy to wait 15 days but okay it still not here. Now they are saying they didnt send it out until the 28th which is way later than they said and after I purchased it. Even though their incompetent customer service agents still say that I should get it today or tomorrow even though its not here and not coming up on my informed delivery. Ive been dealing with this for weeks. They cant overnight me one and they cant see where the other one is. *** mentioned many times I need this by Friday and still they let me sit in hold to be transferred to a supervisor that never picked up and never got back to me numerous times. The customer service, back and forth information that has been wrong and no product that I purchased weeks ago is very upsetting.
Business Response
Date: 03/12/2024
Thanks for contacting Parchment. We are sorry to hear there was a delay in receiving your diploma. After further review, I can see where some of the confusion occurred. When you placed your order on February 18th, 2024 you used your personal email ************************ The DID provided, was your order DID TEYSGHGN. Your sending school, is responsible for fulfilling the request, issued your diploma to your school email *********************** on February 19th. Unfortunately in doing so, all order status communications were sent to your school email.

Please note, that Parchment serves as an ordering platform. It is up to the sending school to process and fulfill your request. Your request was issued the following business day (2/19/24), you were sent an email (to *********************) with instructions on how to confirm your delivery address as well as a note regarding the timeline to confirm your delivery address. After the timeline expires, 72 hours, the print process begins. Typical printing of a diploma is 15 business days in addition to mailing time. Your printed diploma (DID TEY2NTRN) was last scanned by **** today (3/12/24) in ********************. I would expect for it to arrive today if it hasn't already.
Thank you for providing your feedback, we are sorry to hear you had unexpected delays.
-The Parchment Team
Initial Complaint
Date:03/01/2024
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've been waiting for my diploma to arrive since the end of October when I graduated. I've been emailing and calling and all Im being told is to wait and that it will be sent out at the end of February. My job will not give me my promotion and raise until I receive my diploma. By Parchment giving me the run around and not sending me my diploma in a timely manner, I am losing money from the raise I would have gotten. Their customer service is terrible and takes days to respond to emails and give to information as to why it's taking so long to receive a digital copy of all things. Now I know there's shortages in the work place everywhere but if this was my employer and I was not finishing tasks in a timely manner and making our customers wait for months to receive a product, someone would be getting written up or even fired for poor workmanship. Is it that hard to make a digital copy of a diploma? Is it hard to get a solid answer as to why it's taking so long? I'm sure parchment receives their payment on time and if they don't I'm sure they would raise h*** about it. Do they do one diploma a day and then have the circus ring leader check their clownish work? Because it just seems like they're a circus ran by a bunch of clowns
Business Response
Date: 03/05/2024
Thanks for contacting Parchment. We are sorry to hear you have yet to receive your document. Unfortunately I was unable to locate any inquiries with the information you provided can you please confirm your document ID so that I can better assist you?
-The Parchment Team
Initial Complaint
Date:02/24/2024
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.
Horrible service. I requested a transcript to be sent to a fellowship program I was applying for. I checked my order status and it said it was delivered. I find out the day before the application closes (the fellowship does not allow you to email for updates, due to volume of emails) that they never received the emailed transcript. They even double check and check the junk email box. We verified the email address was correct. I put in a request with parchment to resend. They have NO phone number to contact for customer service. Because it was over 30 days they want me to pay to resend it. I dont trust them to pay again! I verified on their order status it was sent and had no other way to verify until the fellowship contacted me. I just want the service I paid for and my transcript sent!
Business Response
Date: 02/26/2024
Thanks for contacting Parchment. We are sorry to hear your recipient was unable to download your document within the allotted time frame. I do see that reminder emails were sent to your recipient reminding of the expiration for the download. Per Parchments Payment Policy, which I have linked here: ********************************************************************************** "Only requests that cannot be fulfilled are eligible for a refund." It is up to the requestor to ensure their recipient has downloaded and retrieved their documents within the allotted time frame.
A one time courtesy credit was applied to your Parchment Learner Account that can be used on a new order from the same sending institution. If your recipient had trouble locating the request previously sent, we suggest sending your new order to a different email address.
Should you require any further assistance please contact our team and we would be happy to help.
- The Parchment Team
Initial Complaint
Date:02/06/2024
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.
Document ID TE9IZ1MJ I have now requested two replacement diplomas since graduation in December 2023. Every single one is creased. They mail them in such flimsy paper. When I call to request a new print I offer to pay to upgrade shipping to a method that will protect my hard-earned diploma. They tell me that my school chooses the shipping method. It's amazing how in **** I cannot request how my diploma is shipped and I am bound to this super cheap shipping of an important document. Today, I received my THIRD diploma and guess what? It has a CREASE! I want to scream. This company offers nothing but pre-written lines when you call. No help. No resolution. No compassion. I would like ANOTHER REPRINT of my diploma and I hope this time it arrives to me in "pristine condition." as they promise in the letter that accompanies my diploma. I am extremely unhappy that such a simple resolution cannot be offered to afford me a pristine document as they promise. Maybe they don't know what pristine means. Either way, I would like a reprint sent *** that I am willing to pay myself. That's all I ask. Otherwise, I will continue to request documents until they're pristine. This is crazy!
Business Response
Date: 02/13/2024
Thanks for contacting Parchment. We are sorry to hear that your diploma has arrived damaged multiple times. As mentioned previously, your institution does determine the mailing method for your diploma. A reprint was submitted for your diploma, as soon as tracking becomes available we will follow up via your Support Case.
- The Parchment Team
Initial Complaint
Date:02/06/2024
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 completed my collegiate coursework 12/17. I was ensured the receival of my paper diploma no later than 01/31. According to the Parchments site, my diploma has been bouncing around for weeks. I have reached out several times and have not been offered a feasible solution. They have no number listed on their site, and a representative stated it would take 15 days to print + delivery time. They have a ***** option they have not offered due to their unprofessionalism and greed. I need my documents soon.
Business Response
Date: 02/13/2024
Thanks for contacting Parchment. We are sorry to hear that your diploma has yet to arrive. Your diploma was mailed as it was ordered, which is standard **** 1st Class Mail and does not include tracking or confirmation of delivery. A courtesy reprint was issued February 1st, ****. As mentioned when your reprint was requested, printing can take up to 15 business days in addition to mailing. Your reprint was printed on February 6th and would have been picked up by **** on February 7th. If your document does not arrive by Friday February 16th, reach out to our Support team and we would be **************** other mailing options.
-The Parchment Team
Initial Complaint
Date:01/27/2024
Type:Billing 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 emailed customer support about my *************************** transcript not being reviewed by *********************. I asked them to resend or credit my account so I can request it again and have not heard back with their decision.
Business Response
Date: 01/29/2024
Thanks for contacting Parchment. We are sorry to hear your recipient is unable to locate your document. Please note your request was sent electronically to your recipient, it can take the recipient 4-6 weeks to acknowledge receiving your document. If you wish to send your document via mail, a new order and payment is required. A courtesy credit has been applied to your Parchment Learner account and can be used on a new order should you wish to place one.
-The Parchment Team
Customer Answer
Date: 01/30/2024
I just paid the company and requested a new transcript. Waste of time
Business Response
Date: 01/31/2024
Sorry to hear that, you should have any further questions please feel free to contact our Support team.

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Parchment is NOT a BBB Accredited Business.