ComplaintsforParchment

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  03/26/2024

  My student ID is *******

   

  I graduated from ************************** in July 2023.

  Business response

  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

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  01/30/2024

  I just paid the company and requested a new transcript. Waste of time 

  Business response

  01/31/2024

  Sorry to hear that, you should have any further questions please feel free to contact our Support team. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a transcript on 1/10/2024. I mistakenly left out one word of my email address: "students". No big deal right? Apparently it is. I emailed the parchment support team and explained the situation, yet they offered no resolution, refund, or credit. MIND you, the email is registered with my PARCHMENT, so it's not a security issue. They are just being money greedy by forcing me to purchase another transcript, which if I might add, is 10 dollars.

  Business response

  01/23/2024

  Thanks for contacting Parchment. We are sorry to hear that the incorrect recipient was provided at the time your order was placed. Per Parchment's Payment Policy, which I have linked here, **********************************************************************************, Parchment is unable to edit or alter the delivery address after an order is made. It is up to the requestor to ensure the correct email is entered at the time the order is made. Should the recipient change, a new order and payment is required. 

  I understand that ************************* may have updated their email domains, in most instances when this happens they also set up redirects to the new email domain. I would check with your institution to see if this is the case. I have issued a one time courtesy credit to your Parchment Learner Account which can be used on a new order from ************************* to the correct recipient. 

  -The Parchment Team 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had requested a transcript from ***************************** to my school at ***************************. I noticed it was marked from cc'd to cc'd? Which I told parchment there isn't going to be a transcript due to the wrong school, it was requesting same school to same school! (CCD to CCD) I explained in the email few mins later after the request to be changed (5mins afterwards) to please correct the transcript to be requested from ***************************** in ******** ** to ***************************. Parchment was refusing even if it was caught before the process was even done mins after noticing the error!! All I wanted was for it to be done corrected.

  Business response

  01/16/2024

  Thanks for contacting Parchment. After further review, I can see that you requested your document to be sent from *************************** to be sent electronically to what appears to be your personal email ******************************* Per Parchment's Transcript Request Payment Policy, which I have linked here: **********************************************************************************, "Only requests that cannot be fulfilled are eligible for a Refund. See Canceled requests.

  Your request was successfully fulfilled as requested. Should you require a new document to be sent to a different recipient, a new order and payment is required. A complimentary credit has been issued to your Parchment Learner Account which can be used on a new order from *************************** to the correct recipient. It is up to the requestor to ensure the correct recipient is provided at the time the request is made. 

  -The Parchment Team 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered my high school transcripts most of my transcripts came back with accurate information they were mine. But when I went to order my transcript from ********************** I got notification on my phone saying it had come so I went and accepted it when I got on my computer I went to print and noticed they had sent me some other person's transcript. I immediately contacted them with my concern. After over 60 help tickets through our months they told me that I needed to reach out to the school but I reached out to the school and they said parchment had to remove that transcript and then I had to place a new order. I finally got through by the help tickets I had opened on payment after 9 months and they told me to call the school and the school said that parchment has to remove it so that I can reorder it as it stands right now their system does not allow you to reorder a new enrollment verification if one is existing on file even though that one is the wrong one and not even me.

  Business response

  01/11/2024

  Thanks for contacting Parchment. We are sorry to hear that you received someone else's document. I see that the 9 support tickets you have submitted over the course of the past three years have all been responded to. I see that two replies were sent on 1/10/24 asking for you to confirm your document ID so that we can better assist you. Please respond with the needed information and our team would be happy to assist. Please note, Parchment serves as an ordering platform, it is up to the sending institution to process and fulfill the request. 

  -The Parchment Team. q

  Customer response

  01/11/2024

  Dear Parchment, 

  I submitted all my information and so did the register at the school that I had contacted after I noticed they had sent the wrong person's transcript. They attempted to contact you on several occasions for months and months. Your technical team decided to ignore me. Then I reached out to the register from the high school that was currently assigned to these things. 

  Eventually she figured out that although they had sent my right file after the fact of sending that wrong file parchment never took action to update the information and so from my end when I logged into my parchment about I continued to see the wrong person's who clearly didn't even have the same name as me. I continued to see that person's transcript there. 

  I again took Action on several times many times only to receive a response from a person telling me to reorder my transcript, which was impossible to do as every single time that I would go into your system and go to enrollment verification and type in the school's name into the search parchment with Auto find the transcript that you guys had in the queue which was the wrong one and not me not even the same name. 

  The parchment system will then proceed to tell me to check out my order of that transcript the one that was not me the one that was on file the one that even the *********** register tried and tried to explain to you guys that there had been a clerical error. 

  Eventually I would go back to open another ticket explaining the technical difficulties as to why I could not proceed with your previously suggestion solutions steps only to receive absolutely no answer and no help. 

  I went to try to delete the account only to find there was no option. At this point I reached back out to the register and told her what had happened. She then reached out to parchment and they deleted the account so that I could make a new one and send for the transcripts for everything all over. 

  Business response

  01/16/2024

  We are sorry to hear you were unable to resolve this issue with Parchment Support. As mentioned previously, I can confirm that the 9 support tickets you have submitted over the course of the past three years were all been responded to. Most recently, replies were sent to your email from Member Support, we however did not hear back from you. Again, Parchment serves as an ordering platform, it is up to the sending institution to process and fulfill the request. 

  Customer response

  01/19/2024

  Parchment, 

  If by reply you mean you're automated message then yes I received automated messages to which I could not reply to until someone sent me a message to which I did reply to and never heard back from. I have all of my emails including all screenshots of all of my emails which I would put on here however I've been informed through this platform that these messages appear public once they are entered and I do not want to leak my private information. I am concerned about you violating the privacy act and sending me another person's transcript with all of their information including phone numbers and it was more than nine tickets as I have every case number written down. 

  I and more appalled that you have chosen to lie. You guys are a false advertisement of a business. In fact I would not consider you a business. 

  In fact I replied through my desktop with a screenshot of the transcript where I wrote on it "this is not me" your decision to ignore me on a privacy act violation doesn't only show your unprofessional ability but it also shows that you were acting in a way that was racially motivated against me and I will be taking legal action after this because I'm getting absolutely nowhere with you guys and I was also never refunded for any of the times that you guys screwed up. The fact that I have messages where I am replying to the tech named ***** and you guys are trying to say that I never replied after I replied several times and just was ignored over and over and over is ridiculous you chose to ignore this you guys chose to ignore this situation and I wonder how many other people there is out there. 

  But I will be contacting Univision if I am bilingual and speak several languages, and I will also be contacting ********** news just letting you know it's going to happen. You guys have violated a federal law of privacy. Who knows where you sent my actual transcript and who got that because I'm still waiting for my transcripts. 

*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. ↩