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

  6263 N Scottsdale Rd Ste 170 Scottsdale, AZ 85250-5427

• 

  Parchment

  436 W Frontage Rd Ste 200 Northfield, IL 60093-3083

• 

  Parchment

  1990 S. Bundy Dr. #645 Los Angeles, CA 90025

• 

  Parchment

  1 Northfield Plaza, Suite 501 Northfield, IL 60093-1216

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: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 

• Initial Complaint

  Date:09/06/2023

  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.

  On 5/12/23 I ordered my daughters transcript for HCC through this service. They told me the transcripts weren't ready and would pause my order until they were ready. I was expecting them to be mailed to me but instead come to find out they are only "viewable" until a certain date? Now apparently that window has expired. I've never heard of such thing. Have they never heard of a PDF file that you send that is good for as long as you live?!?!? Now they are saying I need to reorder them and pay the fee AGAIN. I did not receive the product and was not given a refund so I either want a refund or the transcript I already paid for. This business is a complete joke. Taking your money without batting an eye!

  Business Response

  Date: 09/07/2023

  Thanks for contacting Parchment. I see that DID TWCR7PYO was requested to be sent electronically to ************************************************** on April 4th, 2023. This document was successfully sent to the recipient indicated at the time the order was made on May 12, 2023. Within the email that was sent to the recipient, instructions on downloading and retention were included. It is up to the recipient to ensure the document is downloaded within this time period. Once the document is downloaded, the document is available to the receiver so long as the file is not deleted.

  Should the learner require a transcript to be mailed, a new order for a mailed transcript must be placed. Per Parchment's Payment Policy, "Only requests that cannot be fulfilled are eligible for a Refund". I have included Parchment's Payment Policy here for your reference: **********************************************************************************

  As a one time courtesy, a credit has been applied to the learner account associated with **************************************************. Should the student require a paper transcript, a new order is required by the student. 

  -The Parchment Team
  

• Initial Complaint

  Date:08/14/2023

  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.

  On August 8, 2023 I visited the website for ***************************** (*******, **) with the goal of obtaining my academic transcript. NSCC has partnered with Parchment to provide this service and so I created an account and requested my transcript be emailed to me for the advertised price of $2.75. After placing my order I received a confirmation email indicating this was the correct price. I noticed there were several pending transactions from Parchment but decided to wait until they posted to my credit card before contacting Parchment.Today, August 14th, 2023 I confirmed there were five transactions posted to my account from "*************************** DOCS ************ AZ" and contacted Parchment support via chat. The agent claimed the only transaction on my account was for $2.75 and they have no record of other charges. I offered to send a screenshot but they insisted I would have to contact my bank to resolve the issue. So now I need to contact **** of America, dispute the charges, and await resolution from them when any other competent company would simply issue a refund after confirmation of the charges was provided. The charges were as follows: August 8th - $8.00 August 9th - $2.75 August 12th - $2.40, $3.00, $5.00 Total: $21.15 ************ ordered: $2.75 Refund due: $18.40 (Note: I executed a legal name change in the time that has passed since I graduated from NSCC, so my name on Parchment/my transcript is *********************** but *********************** is my current legal name).

  Business Response

  Date: 08/15/2023

  Thanks for contacting Parchment. We are sorry to hear that you experienced this. In order to assist you further I will need to collect a few more pieces of information. Please respond to our latest email from a member of our Support team. 

  -Parchment 

• Initial Complaint

  Date:08/10/2023

  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.

  I made a request for transcripts three of my schools listed as participating with Parchment. All Transcripts were to be sent to ****, Upon checking to be sure the order processed due to an error that was given biit funds removed from my account. I noticed that two of them were correctly processed but the one from ********************************************** was done incorrectly. They sent them a transcript to ********************************************** instead of from ********************************************** to ****, I called immediately stayed on hold for over an hour and was told I had to create a case. No one Responded for three days after they were sure it went through so they could give me the run around and say it completed nothing can be done. I attempted to reach out again this time I was on hold for over four hours and then told a Supervisor would call me back. Provided my call back number and no one called me, they sent me an email saying they had left a voicemail but my number doesn't have a voicemail. They sent an email once again saying, to late nothing can be done. Non my personal information has been sent to someone with out my authorization due to their error.

  Business Response

  Date: 08/14/2023

  Thanks for contacting Parchment. We are sorry to hear that your wait times were longer than usual when you attempted to reach our support team by phone. I see that multiple orders were made by you on August 7th, 2023. 

  TWMKF7UN - Ordered from **************** to Southern *************

  TWMKG25J - Ordered from **************** to ********************************** 

  TWMKH78K - Ordered from ****************************

  Parchment does not alter or modify transcript requests once they are made. As stated in our Transcript Request Payment policy, which is linked here: **********************************************************************************

  Should you require a change in your transcript request after the order is made, a new order is required. 

  I do see that you contacted Support to request a refund for DID TWTBO9VO. This refund was provided shortly after your support request. 

  A complimentary refund has been issued for the request that you incorrectly made, DID TWMKG25J. Please allow up to 10 business days for the refund to appear. Should you require a transcript sent to the correct recipient a new order is required with the corrected recipient. 

  - The Parchment Team

• Initial Complaint

  Date:08/08/2023

  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 a transcript on 4/4/23 for $15. I did not receive a full transcript. I attended my school from **** and graduated in 2014. Parchment sent me a transcript that started in **** and ended in 2008. I contacted them to let them know there was missing information. They responded with this is all the information we have. My school ************************ has publicly listed Parchment as the holder of academic records since they closed in 2019. I have no other place to obtain my transcripts. I provided Parchment with all of the names (maiden etc.) my records would have been under. They did not provide me a number to call or any help. I again ordered a transcript on 8/7. They sent me the same incomplete record. I again contacted them letting them know the transcript was incomplete. No resolution. If a closed school has entrusted student records to this company, there should be some accountability. I never had any issue getting a transcript from my school when it was open so I know the full transcript exists. There seems to be no way to actually interact or trouble shoot with anyone from this company. I was offered no refund even though I did not get a full transcript. My job is now in jeopardy because I cannot verify my degree. order: TWCR8JGL order: TWMLQRSR

  Business Response

  Date: 08/11/2023

  Thank you for contacting Parchment. We are sorry to hear that the document you received was incomplete. After further review of your record, I can confirm the record that was sent as sent in its entirety as provided by Argosy. Should you have specific questions regarding your record please contact the ************************** directly. 

  -Parchment

• Initial Complaint

  Date:08/08/2023

  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 placed an order with parchment on June 30th to which I was immediately met with a hold on my order due to an outstanding balance at my school (this hold did not bar them from charging me $13 up front). On July 26th I resolved the issues with my school and ordered another transcript to be sent to a scholarship foundation. The foundation received the transcripts 2 days later, after the scholarship deadline, which cost me $1,500. On August 1st or 2nd I checked my account to see if my original transcript had been sent yet and it had not, so I put in a support request detailing my issues. That same day I received an email confirming my request had been placed and instructing me to not create additional requests as it would delay their response time which was estimated to be about 2 business days. Now, it has been 6 business days, I have not heard anything from them and if Im going to be attending school this fall it starts in less than 2 weeks. They have no phone number to reach them, do not respond timely to requests, and offered no solution for me to remedy this on my own through requesting a refund which has made the whole experience insufferable. If I had the choice I would not keep my transcripts with this business

  Business Response

  Date: 08/09/2023

  Thank you for contacting Parchment. We are sorry to hear that you were unable to connect with an agent after your initial case submission. After reviewing DID TW1TXTWR I do see that this request is still on hold. Please note that this request was placed on hold by your sending institution, ***************. It is up to your sending institution to review and release the hold from your order. A member of our support team would be happy to reach out to *************** on your behalf to review this request. Please check your email from a message from our Support team on your most recent case submission. 

  Customer Answer

  Date: 08/09/2023

  the issue regarding the hold has been addressed with ******* and I have since sent this transcript elsewhere, however; this order which I placed over a month ago has still not been fulfilled due to a hold on your end which evidently needs to be lifted manually so that the service for which I paid can be completed. 

  Business Response

  Date: 08/14/2023

  As stated previously, please note that this request was placed on hold by your sending institution, ***************. It is up to your sending institution to review and release the hold from your order. Parchment serves as a delivery service it is up to the sending institution to fulfill the request. This order has since been cancelled and credited per your request through the Support case that was submitted. 

  The Parchment Team 

• Initial Complaint

  Date:07/28/2023

  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.

  Ordered MAILED transcripts July 25th Order #TWM9MC7K. I selected send to myself, put in my mailing address and selected the middle option to PRINT/MAIL. I then got an electronic copy instead. Basically, the same complaint as everyone else on here. I emailed customer service the next day and spoke to *************** # ******** who was absolutely no help. Explained this was Parchment's mistake. I ordered it correctly and placed ONE PRINT/MAIL order, but the receipt says electronic. She said you opened it, and it was a complete order; place a new order. Well, yeah, I opened it to see what it was! I thought I would get it mailed as requested. Then chatted with ************************* on July 28th who again could not offer a refund or even resend the electronic copy to the employer to reconcile the mistake in some way. They keep saying place another order. Well, I already placed an order for a PRINT/MAIL and you all screwed up the order. Great way fraudulently pull money from folks - have customers pay, s**** up their order, then have them reorder and repay. Why universities contract with these bozos is beyond me! I will contact the university to let them know how this company does business.

  Business Response

  Date: 07/31/2023

  Thanks for contacting Parchment. I see that two order attempts were made on July 25, 2023

  The first order attempt was unfortunately incomplete, this was for a paper transcript to be mailed to what appears to be your address. No DID was produced for this request since it was incomplete. The pending charge should fall off your original payment method within 3-5 business days. 

  Your second order attempt, DID TWM9MC7K, was placed for an electronic transcript to be sent to your email address. This request was sent as ordered, Parchment does not change the delivery method after an order is made. Per Parchments Transcript Request policy, only requests that cannot be fulfilled are eligible for a Refund. Transcripts sent electronically can be resent to the same destination at no additional charge. Parchment's Transcript Request Payment Policy can be found here: **********************************************************************************

  A one time courtesy refund has been issued for DID TWM9MC7K, please allow 3-5 business days for the refund to appear. Should you still require a paper transcript a new order must be made. 

  -The Parchment Team 

  Customer Answer

  Date: 08/02/2023

  
  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,
  
  *******************************