Business Profile

Educational Research

Parchment

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Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:01/08/2023
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.
DID# TW8XHQ9N I graduated on 12/17/21 and received the wrong person's diploma, my name is not ******* and my diploma is a Bachelor's degree in Applied Food Studies... I've contacted Parchment multiple times, and still, to this day, the case has not been resolved. I've sent pictures of the wrong diploma, and no response since.Please have them send the correct diploma; this business is not providing the services they claim. No consistent customer service response regarding the matter. Only people asking for the same documents already attached to the case.This is a bad company, and no way to operate as professionals.Unfortunately, the students have no choice as the colleges and universities default to this poorly run business.
Business Response
Date: 01/10/2023
Thank you for contacting Parchment. We are sorry to hear the wrong diploma was received. I do see that a reply was sent to you on December 27, where a reprint was submitted. Please respond to our latest email if your diploma has yet to arrive.
-The Parchment Team
Initial Complaint
Date:01/03/2023
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.
Multiple attempts to "order" transcript from this business. Only digital orders are permitted. Only online form requesting support available.First attempt- use of laptop to login to account. Complete order and input Discover credit card information. My card was charged $6,00 but the online ordering form stated a handling error.Second attempt - use of phone to login to account. Completed order and input Apple credit card information. This card was also charged $6.00, but again, the online ordering form stated the same handling error.Attempt to contact company by online form did not receive a response. **************** phone number not published. When called for help, the phone number loops through various pre-recorded messages, even when requesting an operator. To speak to a human about my "student" transcripts, I had to indicate that I was a school administrator (which I am). I was provided a different phone number where the representative stated they were aware of the problem and to try again later. When requesting to file a complaint or speak to a supervisor, I was again placed on a hold that looped for 20 minutes.
Business Response
Date: 01/05/2023
Thanks for contacting Parchment. We are sorry to hear you experienced this issue. Parchment experienced an unplanned outage event related to issues with placing and updating orders, making payments, and other activities within the Parchment application. We were able to identify and resolve the root cause. It looks like an order was successfully made to your Parchment Learner account in addition to an order that was incomplete. The pending charge for your incomplete charge will fall off within 5-7 business days.
- The Parchment Team
Initial Complaint
Date:12/29/2022
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.
Earlier this year, I purchased a transcript from Parchment from my high school. This was and is the only way to get a transcript. I paid $13 (this is important) for an etranscript to be sent directly to my college. Recently my college informed me that a diploma was sent not a transcript, which they require. After reviewing the receipt stating the transcript was received, I contacted Parchment to find out if they could send the transcript as ordered. I have been told that, on their end, I have ordered a diploma, despite having a receipt stating I ordered a transcript. I also reviewed the initial purchase receipt and this stated that the product I ordered was a diploma (transcript). This is a confusing description because I understand this to mean the word in parentheses is what the word before it really means, in other words, I ordered a diploma but this really means transcript. I also checked the current purchase price of a diploma and a transcript. The diploma is $25 and the transcript is $15. Unless the purchase price of a diploma went up $10 in under a year, it is reasonable to believe that I purchased a transcript. Now the company is refusing to deliver a transcript unless I place another order. It is wrong for a consumer to pay twice for what they should have gotten originally, especially when there arent any other options.
Business Response
Date: 01/03/2023
Thanks for reaching out. We are sorry to hear about the confusion this has caused. Please check your email for a reply from one of our agents. We would be happy to assist you.
-The Parchment Team
Initial Complaint
Date:12/28/2022
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.
I ordered 4 transcripts from Parchment on 10/7/2022 totaling $32.45. I opened a case with Parchment on 12/19/2022 after I contacted the recipient institution who indicated that they have never received the 4 transcripts from Parchment. The recipient institution has looked in their email history but they are unable to find anything. Parchment said "all orders were sent to the email address but they have since expired. Since they are more than 30 days old a new order would have to be placed to have them sent again." I have been checking the Parchment status diligently since my order on 10/7, and the status (still) indicates "Available for download. Your transcript was delivered to the recipient on October 7, 2022. They have been notified by email to download your transcript." During the ordering process and in the order confirmation, there is no indication of a 30-day expiration policy nor was there a reminder that was sent to me indicating transcripts were about to expire. The status still indicates it is ready for download, which Parchment is saying via email that it's expired and must be re-ordered. I have asked for my 4 transcripts to be re-sent OR for a full refund so I can reorder and haven't had a response yet. I'd like for this to be resolved ASAP as I will need these transcripts to be reviewed by the recipient to be eligible for the program. I do not think it is fair for me to re-order the transcripts and pay for 4 transcripts again when (1) these transcripts do not appear to be sent initially (as confirmed by the recipient), (2) there wasn't transparency about the 30-day expiration policy throughout the ordering process, and (3) when the status on the website is misleading (it still says it's ready for download when it's not). Parchment Case # ******** Order #s TW2A6V6H, TW2A6XPK, TW2A6Z5I, TW2A6BHG
Business Response
Date: 12/29/2022
Thanks for contacting Parchment. We are sorry to hear your recipient was unable to download your documents in the allotted timeframe.
I do see your requests were successfully sent to the recipient you indicated at the time your orders were made. Your recipient was notified of the timeframe to download your documents (30 days) within each of the emails that were sent.

We are unable to resend a document after 30 days, which is stated on our website within our payment policy.
Our payment policy can be found here: https://parchmentsupport.force.com/s/article/Payment-Policy?language=en_US
A new order will be required for each of these requests. I have issued you a courtesy credit to your Parchment learner account for each of these orders.

TW2A6V6H - $5 Credit can be used when ordering from *****************
TW2A6XPK - $14.45 Credit can be used when ordering from University of ******** *******
TW2A6Z5I - $8.00 Credit can be used when ordering from ***************************************
TW2A6BHG - $5.00 Credit can be used when ordering from City Colleges of *******
Customer Answer
Date: 12/29/2022

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:12/28/2022
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.
On November 4th, 2022 , I ordered an GED Transcript from this company. This Educational transcript was needed for my immediate employment. I paid 15 dollars for this transcript and was supposed to receive it within 5 business days. To this day I have yet to receive this transcript, nor have I been refunded my money. I had to withdraw as a candidate for this job because of this.
Business Response
Date: 01/13/2023
Thanks for contacting Parchment. We are sorry to hear your document had not arrived.

I see your request was cancelled and refunded due to no record found. An email was sent to you on December 15th notating this along with instructions to follow.
Please check your email for a response from the Parchment Support team.
-Parchment.
Customer Answer
Date: 02/07/2023
I have never received a notification from my
Bank stating that my was refunded to my account, furthermore because of the false
information by staing that I would receive
this transcript within 5 days. It cost me
Employment and earned wages.
Business Response
Date: 02/07/2023
Thanks for contacting Parchment. Your request was cancelled and refunded, the refund would have appeared on your original statement. If you have further questions regarding your refund please reach out to your financial institution. I also see that multiple responses were sent to your email regarding status updates of your request, however we never heard back from you.
-The Parchment Team.
Initial Complaint
Date:12/19/2022
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.
I ordered a hard copy college transcript from this company on 12/1/2022. They took payment and did not deliver my college transcript, which I need to get my credits transferred.I reached out after **** business days and submitted a contact request (per website instruction), on 12/12/2022 and left all information. NO ONE ever reached out to **** tracked down a phone number to get a hold of someone in *******, and they said that they wont give me a refund because its the post office fault I never received my transcript. I have proof I never received it. I would like my order refunded.
Business Response
Date: 12/20/2022
Thanks for contacting Parchment. We are sorry to hear your document did not arrive. I do see that a Parchment agent reached out yesterday on your case. Please respond confirming the requested information so that you can be assisted with your inquiry.
- Parchment.
Initial Complaint
Date:12/13/2022
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.
Parchment does not respond to ANY request to contact the customer. I have tried over 6 times to get someone from customer service to help me reset an old email so I can have my transcripts sent to a college. You have to submit a "ticket" to which there is never a response or resolution to. This has kept me from attending college because I have to prove I have attended a high school in ********** and cannot afford non-resident fees.
Business Response
Date: 12/14/2022
Thanks for contacting Parchment. We are sorry to hear you were unable to connect with one of our agents. I do see that we sent an automated response to both of your tickets. This automated response included links to some of our most common help articles in addition to instructions on how to connect with a live agent. Unfortunately we never heard back from you, therefore your case was marked as closed.
Please check your email, a member of our support team has reached out to assist you.
-The Parchment Team
Customer Answer
Date: 12/16/2022
Parchment claims to have "emailed" me previous to the complaint, however, if they did, they have sent the email to an old email address that I do not have access to. I opened a help ticket and had received nothing after two tickets being submitted. Since my complaint to the BBB I received an email from ******. I immediately responded to the email with the information requested and, like before, have not received a resolution to the issue. To attend one semester, it will cost *******. I would be receiving a scholarship but due to Parchment's lack resolving issues I will not receive a scholarship BECAUSE OF PARCHMENT!
Business Response
Date: 12/19/2022
Thanks for contacting Parchment. We are sorry to hear there was a delay in connecting with an agent. We aim to respond within 24 - 48 business hours. I do see your case was responded to within this timeframe.
-The Parchment Team
Initial Complaint
Date:12/06/2022
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.
I completed my courses on 10/4/2022. On 10/12/2022, I received an email stating that documents had been shipped. I clicked the link provided in the email and it directed me to a tracking page. After checking the tracking page for several weeks, I noticed that my document had been seemingly stuck at the ************* Postal Store since 10/27/2022 (still there 12/6/2022). I reached out to Parchment via their support email on 11/16/2022 where I was told by a representative that a request for a new document had been placed and that the process from printer to destination would take ***** days. Still, having not received my document, I reached out today 12/6/2022 where I was told by the same representative that my document had been mailed on 11/30/2022 and this was the 4th day. I just want my diploma. This is irritating.
Business Response
Date: 12/07/2022
Thank you for contacting Parchment. I apologize that your diploma was hung up at your local post office. Please respond to our latest email for further assistance.
The Parchment Team
Customer Answer
Date: 12/07/2022
I would like it to be rush delivered, as Ive waited long enough AND have been misinformed by a representative. This unacceptable.
Business Response
Date: 12/14/2022
Thank you for contacting Parchment. We are sorry to hear your replacement has yet to arrive. I see that your replacement was scanned by **** in Central ************ on December 11. Please respond to our latest email to confirm if your replacement has arrived.
-The Parchment Team
Customer Answer
Date: 12/16/2022

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,

Azure *******
Initial Complaint
Date:12/05/2022
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 ordered my transcript for a Telecommunications program and a Criminal Justice program that I took at *************************. The Order was on Oct 4, I payed $30.00 to Parchment for this order. It has been 2 months now, and I still haven't received the transcript or my money back. They have sent me 2 copies of the Criminal Justice and 0 copies of the Telecommunications transcript. I have written them about 30 emails, and started maybe 5 different support cases through their support option on their website, and they keep telling me to take it up with ***********. *********** has already told me that there is no transcript available for that program, and they cannot refund my money, because they are not the ones who received my payment. I payed the money directly to Parchment, and they weren't able to deliver the transcript, so now they need to be the ones to give me my money back. As a resolution, Parchment keeps resending the order to *********** for them to deliver the transcripts. Since *********** doesn't have a transcript for the Telecommunications program, they just keep resending double copies of the Criminal Justice transcripts.Case Number: ******** Subject: Help with an Existing Order Order Number: ********???????Case Number: ******** Subject: Help with an Existing Order Order Number: ******** Case Number: ******** Subject: Missing/incorrect information on credential Order Number: ******** Case Number: ******** Subject: Missing/incorrect information on credential Order Number: ********
Business Response
Date: 12/06/2022
Thank you for contacting Parchment. We are sorry to hear your experience with Parchment was frustrating. A refund has been issued for one of your orders. Please allow 5-7 business days for the refund to appear on your original payment method.
-Parchment
Customer Answer
Date: 12/06/2022

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:11/15/2022
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 a transcript and diploma that never arrived - this website is a scam! No university should use this. DO NOT use Parchment. Call your university directly and ask for an alternate way to get your transcript. These people WILL NOT send any documents you order, but they WILL take your money.
Business Response
Date: 11/16/2022
Thanks for contacting Parchment. We are sorry to hear your documents did not arrive. I do see that two orders were placed, both of these requests were for your transcript. The transcript order, was successfully retrieved by the recipient that you indicated at the time your order was made. The recipient for this order was your personal email. The second order placed, also for your transcript is currently on hold. This order was placed on hold by your sending institution. If you have further questions regarding the status of this request please contact your sending institution directly. Parchment serves as a delivery service, it is up to the sending institution to process and fulfill your request.
Still need help? Please visit: https://www.parchment.com/chat-support/ and an agent would be happy to assist you.
-The Parchment Team
Customer Answer
Date: 11/16/2022
I don't understand why I am paying Parchment then. If Parchment cannot guarantee delivery upon payment, then it is a scam to ask for payment in the first place, since I am now paying for nothing.
Business Response
Date: 11/17/2022
Thanks for contacting Parchment. As mentioned previously, Parchment serves as a delivery service, it is up to the sending institution to process and complete the request. Your sending institution has since completed your request, I also see that it was acknowledged as being received by you on 11/16/22.
If you have any further questions regarding processing or processing times please reach out to your sending institution directly.
-The Parchment Team

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Parchment is NOT a BBB Accredited Business.