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:06/20/2023

  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 paid for a replacement degree on May 31. I contacted them 2 weeks later and they still said pending status. I contacted the college and they didnt have anything pending to approve. I kept getting an we will email you response but never got an email. When I contacted them through chat the team member said they are thankful for reviews calling them a scam. I tried to get an escalation for them to reach out to the school but still havent heard anything past the ***** hours timeframe they gave me and its been a week. They happily and quickly took my money but cannot give me a product. I am concerned this company is a scam. I have screenshots to share my interactions if needed.

  Business Response

  Date: 06/20/2023

  Thank you for contacting Parchment. We are sorry to hear you have yet to receive your replacement diploma. I see that we sent you a response earlier today, we have reached out to ******************************** for an estimated completion date for your request. Please note, Parchment serves as a storefront for ********************************. **** is responsible for fulfilling the request. 

  The Parchment Team

  Customer Answer

  Date: 06/20/2023

  It has been two weeks since I first attempted to contact the business or get a valid answer. Pushing the responsibility onto the college (which I WAS in touch with and they said they did not have anything from you) is not satisfactory. You (Parchment) took my money quickly and did not provide a product. Nor did Parchment EVER reach out to me in these two weeks. I have asked for two weeks via chat that Parchment reach out to **** and they would say they can't do that but to wait for an email from Parchment that NEVER came. So it does not make sense that the BBB 1. received a response from Parchment and 2. they can all of a sudden reach out to ****. Meanwhile, there is STILL not a resolution just Parchment putting blame on everyone but themselves. Where is my email from them they promised? Where is the phone call they promised? NOTHING from them but lies.

  A team member of Parchment's even admitted (and I have screenshots of) that they are thankful for reviews calling them a scam company. I have screenshots from THREE DIFFERENT PARCHMENT REPS saying I will receive a call from a supervisor in ***** hours but it's been A WEEK. BBB, please do not fall for their lies. There still isn't a product.

  Business Response

  Date: 06/21/2023

  Hello *****, 

  An email was sent to you from Parchment yesterday, if you haven't located the email, I suggest checking your junk or spam folder. We also reached out to your sending school to assist with processing your request but have yet to hear back. Parchment collected the order, however it is the sending schools responsibility to fulfill the request. Parchment cannot process this order without the assistance of your sending school. I apologize you were unable to connect with a supervisor, a supervisor will be reaching out to you. 

  -The Parchment Team

  Customer Answer

  Date: 06/23/2023

  It is now Friday - close to the 48 hours timeframe I have been given numerous times for a call back from leadership. So, now you are blatantly lying in front of the BBB. What reputable business works this way where customers MUST contact the BBB just to hear from the company and then are still told false information? While I did receive an email AFTER I had to contact the BBB, the status of my order was not my only complaint. Am I going to get a call from leadership before the 48 hours is up? I have given my availability and phone number 3x day via your chat or email, so there isn't an excuse on this poor experience.

• Initial Complaint

  Date:06/04/2023

  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.

  I put in for ONE transcript to be emailed to my school. As I went to pay their system timed out and wouldnt allow me to do my purchase. I had to relog back in and it made me redo the order. I put in for the order again. When I received the confirmation letter it showed TWO purchases made. I did NOT want two nor did I authorize it to do two. I put in for one and only one! I immediately got in contact with the company but no one was available so had to put in a ticket for the issue. Two days later they get back to me and said I ORDERED two and they wouldnt refund me my money for the one transcript. I told them if they wouldve read my ticket in a timely manner this wouldve been avoided and I want my money back for the one as I NEVER ORDERED TWO transcripts! They are denying me my money AND theyre denying me the right to speak with a manager or supervisor about the issue! I dont want to be paying for two when I only ordered ONE! Its THEIR system issue and NOT MINE!!!! I want this fixed immediately! I want $10 returned as they charged me $20!!

  Business Response

  Date: 06/05/2023

  Thank you for contacting Parchment. We are sorry to hear you had issues when placing your transcript request. As stated in our automated response, we aim to respond to support tickets within 48 business hours. However during peak times, first response may be longer. 
  
  DID TWB5K20F has been refunded, please allow 3-5 business days for the refund to appear on your original payment. 

  Customer Answer

  Date: 06/06/2023

  
  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.
  They could've avoided this complaint by letting me speak to a supervisor when requested. 

  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:05/26/2023

  Type:Customer Service 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 order a transcript to the incorrect address. They will not reissue. Its an email. I shouldnt have to pay for another email.

  Business Response

  Date: 05/31/2023

  Thank you for contacting Parchment. We are sorry to hear your transcript was sent to the incorrect recipient. As stated in our original response, we are unable to alter the recipient once an order is made. Parchments payment policy can be referenced here: **********************************************************************************

  I have however issued you a courtesy credit to your Parchment learner account. This credit can be used on a new order to the correct recipient. 

  -The Parchment Team

• Initial Complaint

  Date:05/13/2023

  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.

  Ordered Transcripts through college A. in ******* to be sent to College B in *********. Was advised that College A. only uses Parchment to send transcripts. Since I was trying to get admitted and enrolled prior to Summer ********* I went ahead and ordered on 1 May 2023 so they'd be sent to College B, and I can get admitted. I was unaware that there was an option to wait until the semester ended and grades posted. On 9 May 2023, Spring Semester was complete, and grades finalized on 10 May 2023. 10 days after placing a ***** order from Parchment. College B. received and viewed the original transcripts, then placed a transcript hold on my account, due to needing a copy of the 3 courses I took from College A grades for Spring Semester. After reaching out to College A. to see if they could either email the transcripts to the incoming college, I was advised to reach out to parchment to see if they could resend them. After looking at the website regarding resends, I reached out to Parchment support to see if they could resend them, and was advised the following: "Thank you for reaching out. Order TWCMKK5L was already delivered and downloaded, we can no longer cancel/refund or do any changes. Please refer to our policy.**********************************************************************************". Never once did I ask for a refund, merely a resend, and pointed out this out, as well as copies of their own "resend" policy. I then received a reply that reiterated the fact that I'd have to pay another 10 dollars, and place a new order, even though I just made the purchase one week earlier, because a resend would contain the same information. As a company committed to student's, they aren't very student focused.

  Business Response

  Date: 05/15/2023

  Hello,

   

  Your request, Document ID:TWCMKK5L, was processed as requested on your order. You elected for the "send now" option which will send your transcript as it exists that point in time. The "Hold for Grades" option was not elected. It is the requestor's responsibility to ensure grades are posted and finalized prior to sending an official transcript using the "Send Now" option or to review the order prior to submitting the request. The resend policy pertains to the document that was ordered and sent, not for documents that need to be reprocessed.

   

  We have issued a credit as a one time courtesy so you may submit a new request. 

• Initial Complaint

  Date:05/09/2023

  Type:Sales and Advertising 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.

  On April 29 I ordered my transcripts from Parchment for ************************ in ************, ******* -document ID TWCN56ZL. I received a conformation email the same day. On May 5th I submitted a ticket Case Number ******** because I had not received my transcripts. They responded via email stating:"Thank you for the information provided. Order is still in pending status. You may contact the school to expedite the request if order is rush."I informed them via email and a second ticket that was submitted that the school was closed down and their website states:"If your school is no longer operating and Parchment administers the school's credentials, a member of our Parchment ********** ************* Records Services team will approve and process your order in-house. They sent me a second email stating:"Can you help me with the below information when you attended the school so I can follow this up. Thank you.Match 3 of the following:-First Name -Last Name when Enrolled -DOB -SSN"And all information was provided to them. I submitted a third ticket on May 8th because I still had not received my transcript and I requested my money back. As of today, I have not received anything from them. I really need my transcript to apply for college and this is really affecting my application process.

  Business Response

  Date: 05/10/2023

  Hello ******,

   

  Transcript processing is a manual process and processing times can vary between **** business days depending on volume. We have escalated your order for expedited processing and your Document TWCN56ZL is now complete and has been sent to your recipient email address.

   

  Customer Answer

  Date: 05/10/2023

  
  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,
  
  
  
   
  

• Initial Complaint

  Date:05/08/2023

  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 placed an order on may 3rd 2023 to receive my online transcripts. I paid 15$ for the transcripts. They were never received on my end I have been trying to contact parchment through their online complaint system because there is no other contact information. All they tell me is the order cant be modified. So I paid them 15$ for absolutely nothing and am being forced to pay again because unfortunately I still need my transcripts. Coming from a recent graduate of *** I barely have money to pay my way through life Im trying to further my education just so I can make it by. Life is hard enough as it is . Having to pay 15$ for a transcript is already ridiculous, but the fact that I never received it and all this company does is email me back dry responses with no customer support or help is appalling. I just need my transcripts or a refund so I can place a new order. Im a server my income comes from tips I do not have another 15$ readily available to place a new order. I am so upset this going to make my entrance into nursing school pushed back because they cant create my schedule because of this. Something so simple a click of a button to resend an email I know for a fact was kicked back. Its just unbelievable terrible service theyre stealing from my pockets even tho Im already so set back. I am furious with this company.

  Business Response

  Date: 05/09/2023

  Hello,

   

  Your order, Document ID: TWV486VL, was placed 5/3/23. The request was for one electronic document to be emailed to ************************.

  The document was delivered to the above inbox on May 03, 2023 11:21:03 am PDT. The document was viewed and downloaded from the recipient's inbox on May. 8, 2023 11:29:28 AM.

   

  Per Parchment's policy, if an additional transcript needs to be sent to additional parties, a new order must be placed. Requestors are charged per document.  Our payment policy can be viewed here: **********************************************************************************.

   

  Thank you!

   

• Initial Complaint

  Date:04/28/2023

  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.

  For my college transcripts I was told to contact parchment. I needed parchment to mail my transcripts to a university that I am applying at. I requested the transcripts to be mailed there instead they were emailed to me and parchment refuses to respond with a real person they have a computer generated response and they're telling me that I have to reorder and pay again! I can't talk to anybody that's "real" !!

  Business Response

  Date: 04/28/2023

  Thanks for contacting Parchment. I see that you placed DID TWCI9KLL for an electronic transcript to be sent directly to you. As stated in Parchments Payment Payment Policy, which is linked here **********************************************************************************, only requests that cannot be fulfilled are eligible for a refund. This request was fulfilled and processed via the method you indicated at the time your order was made. It is the responsibility of the requestor to ensure their order is made via the delivery method their recipient is willing to accept. 

  If you require a paper copy to be sent to your recipient, a new order will be required. 

  -The Parchment Team

   

• Initial Complaint

  Date:04/26/2023

  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 hs transcripts 3x. Nothing. No email. No call. No transcripts. Its been weeks. This company steals. I have proof. From **.

  Business Response

  Date: 04/26/2023

  We are sorry to hear you have been unable to reach an agent, I see a response was sent to you through a case you submitted, 05111096 on April 20th. We have yet to hear back from you. 
  
  Four attempted orders were made, 3 of which are in an error status.
  
  TWC0NP7J, TWC89CEH & TWCKELMM - Transcript requests attempted from ************************* electronically to your own email address.
  
  TWC8TULO - This is a single transcript request made from *************** Community and ***************** sent to yourself. I see this was downloaded and acknowledged on 4/17/23.
  
  Please respond to the response we sent to either of your cases confirming what order you require assistance with and we would be happy to assist you further. 

  -Parchment 

• Initial Complaint

  Date:04/25/2023

  Type:Order 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 paid for service that I never received. I never downloaded it. When I contacted them, they said the link expired and I must pay them again. This is illegal and this business should NOT exist.

  Business Response

  Date: 04/25/2023

  Thanks for contacting Parchment. We are sorry to hear you were unable to download your document within the allotted timeframe. I see you have multiple orders within your Parchment Learner account, please check your email for a message from a member of our support team so we can better assist you. 

  -The Parchment Team 

• Initial Complaint

  Date:04/01/2023

  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 electronic college trasncripts for my new employer. My employer was unable to receive/open the transcripts. I was then forced to purchase a hard copy of my transcripts to be sent via U.S. Mail for an additional $25.00 (USD). I contacted Parchment to get a refund for my electronic transcripts and I was unable to get a live person to assist me, and was told that unfortunately, I cannot be refunded.

  Business Response

  Date: 04/03/2023

  Thanks for contacting Parchment. We are sorry to hear your recipient was unable to access the digital document that was sent. Please respond to our recent email so a member of our support team can assist you. 

  -The Parchment Team