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:11/20/2023

  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 my master's degree on August 4th. In early October 2023, I received notice that my diploma/degree was being sent out. On October 25th, despite first class mail not being able to be tracked, their site told me that my degree was at my local post office. Strange, first class mail can not be tracked and my informed delivery ( through ***** didn't show it was there. I waited and requested it to be resent, till this day 09/20/2023, I still haven't received it. My 2nd resent I was told was resent out on October 31st then my university and I was told October 27th, online shows that it was sent November 7th, no worries, I waited. On November 18th, it showed that my 2nd resent was at my local post office. Again, this is strange as first class mail does not allow tracking and didn't show up on my informed delivery. Today, November 20th, i went to my local post office to get answers AGAIN. I was told they do not have it and FIRST CLASS MAIL CAN NOT BE TRACKED. I've been in contact with my university, apartment, postmaster, local post office, and parchment and no one can tell me where the degrees are. Parchment has terrible customer service agents that no matter how many times I tell them I've already spoken to the school and the post office, they keep directing me there. I have been up to the school and even spoke to the postmaster. I don't believe Parchment is sending it out because I haven't even received the first one sent. After speaking with them today, November 20th, all they can offer me is reprints despite me not getting them. Terrible company and business. They have ruined such a great achievement for me.

  Business Response

  Date: 11/22/2023

  Thanks for contacting Parchment. We are sorry to hear your original and replacement credential have yet to arrive. Please note that **** 1st Class Mail is standard mail and does not include tracking or confirmation of delivery. A courtesy reprint has been sent via ****** the tracking number is 645996135423. 

  -The Parchment Team

• Initial Complaint

  Date:11/10/2023

  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.

  They sent my diploma to my recruiter. They cannot open it. They will not send it to me or give me a refund so I can try again.

  Business Response

  Date: 11/13/2023

  Thanks for contacting Parchment. We are sorry to hear that your recipient, ********************* was unable to download the diploma, DID TEWFR55J, that was sent to them ************************** I see that a credit was issued to your Parchment learner account so that a new order can be made. I see that a new order was made and issued to you at *******************. Should you continue to have issues please reach out and we would be happy to assist. 

  -The Parchment Team

• Initial Complaint

  Date:10/25/2023

  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 my transcripts which include my Bachelor's Degree and Doctorate Degree from ************************* for submission by electronic transfer to ******** ********** of ********* (DEEDS). I paid $15.00 via credit card on October 19, 2023. On October 24, 2023 I was notified by DEEDS that they did not receive my Bachelor's Degree which has stalled the credentialing process. I attempted to contact Parchment. There is no way to contact Parchment other than email. The email system is a no reply response and there is no published telephone number. This is unacceptable and an example of poor business practices. I expect Parchment to fulfill its obligation to submit my full transcript request to DEEDS since I have no other option. If Parchment cannot fulfill this request, I expect a full refund. I insist that Parchment contact me to resolve this issue in a timely manner. Their failure to respond to my transcript request is stalling my credentialing process for licensure. I have attached notification from DEEDS regarding the deficiency due to Parchment's failure to provide my Bachelor's degree. I expect a response in a timely manner regarding this matter.

  Business Response

  Date: 10/26/2023

  Sorry to hear you were unable to locate a contact number on our website. Our support team can be reached through a variety of channels, these channels can be found within the ******************* on our website. In regards to your request, as stated in our response to your case, Parchment serves as a delivery service and we are unable to add/remove/edit any of the information in your transcript. Your sending institution is responsible for the fulfillment of your request to include the content that is included on your document. Should you have questions regarding the content of your document please reach out to the sending institution directly. 

  -The Parchment Team 

• Initial Complaint

  Date:10/18/2023

  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 my transcript through the parchment site on October, 1st. It was first said to be delivered by *****. Then, my package got switched over to ***** Parchment didn't even give me a tracking number. They told me only ***** does tracking numbers. Now, my package through the parchment site said where it at and it says through the site 10-10-23. I also have had numerous problems with my mailman. So, I used the chat site through parchment where I got a case number it is: ******** the person on the chat name was Ad ***. They told me someone would contact me about the issue but nobody did. So today 10/18/23, I told him the case number in the chat that was given to me and he said someone would reach out to you. Still, nobody from Parchment reached out to me. I also called Parchment whose number is **************. They said they would do a reprint of my order and send me a second one. I asked the guy over the phone if, it got lost in the mail again what would happen next. They said they would give me a refund, but they did not allow me to use ***** to give me a tracking number to send the second attempt.I do have a video of that chat. I also tried contacting **** about my concern and reported my mail lost, or stolen, but no one has gotten back to me.

  Business Response

  Date: 10/19/2023

  Thanks for contacting Parchment. We are sorry to hear your document has yet to arrive. I see that you placed order, DID TEQNT4TN on October 1st, 2023. This request was ordered from **************** to be sent to what appears as your address via **** 1st Class Mail. This request was not ordered to be sent via ****** nor does Parchment alter the shipping method once an order is made. Should you wish to have your documents sent via ***** or another method of mailing a new order is required. 

  I do see that a courtesy reprint was issued on October 17th, 2023. The reprint was issued via the same mailing method as your original order, **** 1st Class Mail which does not include tracking or confirmation of delivery. 

  -The Parchment Team. 

• Initial Complaint

  Date:10/04/2023

  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.

  sept 28 ordered transcripts never received

  Business Response

  Date: 10/06/2023

  Thanks for contacting Parchment. I am following up on your request DID TEQC3X0H. I see that this request was sent successfully to the email address in which it was ordered to be sent to: **********************. This request was acknowledged as being received on October 4th, 2023. 
  
  I understand that the recipient had issues downloading the document that was emailed. As a courtesy, a credit was applied to the Learners Parchment Account for a new order with an updated recipient email. I see a new order was made with this credit, DID TE44FRNH, and was acknowledged by the recipient. Should you require further assistance please reach out and we would be happy to assist. 

• Initial Complaint

  Date:09/25/2023

  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.

  My daughter graduated from highschool in June of this year (23). I requested her transcripts from ******************** (AP & dual enrollment) for her college enrollment under my name as she was & still is UNDER 18. I am thinking about finishing my bachelor's degree & wanted to see my transcripts so I ordered MY transcripts under my name on my account after changing all the information on my site & paying the ********** still sent me HER TRANSCRIPTS. When I complained about receiving her transcripts the reply from *****:Thank you for reaching Parchment."If your Daughter is already 18 years of age, she supposed to have her separate account."-I already explained she is NOT 18!If you created a parent account to order her transcript under your account, you switch the settings of your Parchment account under your name.Case Number: ******** Subject: Missing/incorrect information on credential Order Number: TEQ2KPYM Thank you *****, Learner Support Representative"I REPLIED AND RE-EXPLAINED THAT SHE IS NOT YET 18 & I DID CHANGE ALL THE INFORMATION YET THEY SENT HER TRANSCRIPT. I EXPECT A REFUND OR MY TRANSCRIPT TO BE SENT. I have heard NOTHING.

  Business Response

  Date: 09/27/2023

  Thanks for contacting Parchment. We are sorry to hear you experienced issues when attempting to order your own credentials. The account you initially created was a Parent account, the intent of a parent account is to order your child's credentials. Should you require your own credentials, a learner account with a separate email address would need to be created.

  If you require your own credentials, your options are: 
  

  1. Create a learner account (for your own *********************** with a separate email address other than what email is associated with your parent account.

  2. Disable the current parent account, create a learner account with the email address associated with your parent account. Should you need to request records for your child, while they are under the age of 18, you can create a new parent account with a separate email address. 

  Once a parent account is created, it cannot be converted to a learner account to order your own credentials. 

  -The Parchment Team

  Customer Answer

  Date: 09/27/2023

  I received this response by email also, but it is the 4th response by the 4th different person at Parchment.

  "I've created this case to contact the school on your behalf. we will contact you via email through this case when we've reached ********************************** about the order.

  Case Number: ********

  Order Number: TEQ2KPYM
  

  Thank you, *****"

  "We apologize that you received the wrong transcript from ********************************** for order TEQ2KPYM. I have reset this order back to the sending schools Open Orders To Do list so that they can process the order with the correct student document. 

  Let us know if you have any further questions.
  Case Number: ********
  Order Number: TEQ2KPYM
  Thank you, ******"

  Then ****** sent another email to tell me I needed 2 emails to have a parent & a learner account. I want the correct transcript or my money returned. There has been no effort on their part.
  

  Business Response

  Date: 09/28/2023

  Thanks for contacting Parchment. Your transcript was sent and acknowledged by you on September 23, 2023. 

  Customer Answer

  Date: 10/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and consider the matter closed. I would encourage the Parchment group to better manage their messaging as they send out multiple cross messages making it very confusing & infuriating to deal with issues relating to problems with their company.  
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:09/21/2023

  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.

  Hello,On 8-10-2023 I ordered my son's diploma from Parchment and paid $27.15. We have not received anything as of 9-21-2023. I have gotten multiple excuses from Parchment that are, as a whole, incoherent. Attached documentation proves my son is a graduate, that I paid for the diploma, and that I have not received the diploma. I have not been given a tracking number because there is likely not a tracking number.Thanks,*****

  Business Response

  Date: 09/25/2023

  Thanks for contacting Parchment. We are sorry to hear about your previous interaction. 

  After further review, I see that DID TWMVMX4P was a replacement diploma that was ordered from ************************ Please note, Parchment serves as a storefront for **** Ignitia *************** is responsible for fulfilling and mailing the document. Should you have questions regarding delivery details, please reach out to Ignitia *************** directly. As a one time courtesy I have refunded this request, please allow 3-5 business days for the refund to appear. 

  Should you require assistance placing a new order with the students email, a member of our support team would be happy to assist. 

  -The Parchment Team 

  Customer Answer

  Date: 09/28/2023

  
  Better Business Bureau:
  
  In reference to complaint ID ********, this resolution is satisfactory.  I received a refund on 9/25/2023.

  Thanks,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:09/18/2023

  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.

  On 12/30/2017, I purchased and downloaded a transcript from my graduate school. I have the saved PDF on my computer since that time. I recently (as of 9/18/2023) tried to open the file and it states that it needs to connect to lc01.parchment.com. When I contacted parchment's customer service, they told me I need to reorder the transcript and pay for it. I told them I already purchased and downloaded the product and I should not have to pay again for the identical product. To me this seems like an unethical business practice to make a customer pay for the same product twice. I'm attaching my downloaded transcript that I can no longer access.

  Business Response

  Date: 09/19/2023

  Thanks for contacting Parchment. We are sorry to hear that you are unable to open your previously downloaded document. Unfortunately due to the age of this request, Parchment is unable to resend or refund. A new order is required should you still need your documents. 

  The Parchment Team 

  Customer Answer

  Date: 09/19/2023

  I would just like an explanation of how a customer can buy an electronic product and then be told that they have to repurchase the identical product at a later time. I have never heard of such a malicious business practice such as this. The BBB or some regulation should step in here to avoid other customers having to pay multiple times for the same identical product. I can't believe it.

  Business Response

  Date: 09/20/2023

  We can understand your frustration. As mentioned previously, due to the age of your request Parchment is unable to resend or refund the document. However if you place a new order we would be happy to refund the new request after it is made. Once your new request is made please respond to the email that was sent to you yesterday through your case so that your new request can be refunded. 

• Initial Complaint

  Date:09/18/2023

  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.

  When I went to pay, the website said unknown error try again later. . I waited a couple mins and tried again and it went through. Turns out the first one went through and I was charged twice. They refused to refund me the double charge.

  Business Response

  Date: 09/19/2023

  Thanks for contacting Parchment. We are sorry to hear that you received an error message when attempting to order. I see that a refund was submitted, please allow 3-5 business days for the refund to appear on your original payment method. 

  -The Parchment Team

• Initial Complaint

  Date:09/11/2023

  Type:Sales and Advertising 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 my transcript sometime in July, never received it via email. I was going through my junk folder a few days ago and noticed an email had been sent stating my documents would be deleted in 3 days. This was the first email I had received from Parchment since placing the order in July [it's now September]. I followed the instructions in the email only for the link to take me to parchment and for it to say that the file has been deleted since it reached over 30 days.Now this is ridiculous since no where did I ever even receive the transcript to begin with. I received an order confirmation email and then two months late I receive a "3 day warning",What makes it worse is I tried being polite and contacting support first. What was I told? "Sorry your files weren't approved within 30 days and you will have to re-order them" and then never received any more emails from Parchment after I asked if they were going to scam me again.All I want is my transcript, and no I am not paying again for something I already paid for.

  Business Response

  Date: 09/12/2023

  Thanks for contacting Parchment. We are sorry to hear you were unable to download your document within the allotted time period. I see that a few emails were sent to you. 

  July 11, 2023 1:24 PM PST - Order confirmation sent to *************************

  July 11, 2023 1:31 PM PST - You've Received a Document, this email was sent to ************************* and contained your documents along with instructions. 

  August 7, 2023 1:00 AM PST - Courtesy reminder to download the document that was sent on July 11, sent to *************************

  Unfortunately your request to resend is outside our resend policy, which I have linked here: **********************************************************************************

  Should you still require your documents, a new order must be made. I have applied a courtesy credit to your Parchment Learner account. This credit can be used on a new order from the same sending institution. 

  -The Parchment Team