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:07/17/2025

  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 transcript from the ********************** through the Parchment service. They claimed to have sent me emails of my document delivery. I never saw the emails until I saw July 11th a follow up email. When I went to log in, the document was not accesible. A document that is my own records, and that I paid for. They claim it is their policy to not allow users to have access to the document after 30 days. I would have to order my own records again and have to pay again. It is not good business practice to hold a personal document in order for the user to have no choice but to order it again, given that institution only uses their services.

  Business Response

  Date: 07/30/2025

  Thanks for contacting Parchment. Sorry to hear you were unable to download your document within the allotted time frame. A complimentary credit was issued to your learner account which can be used on a new order from the same sending institution.
  -The Parchment Team.  

  Customer Answer

  Date: 07/30/2025

  
  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:07/03/2025

  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.

  ********************** is the largest credential provider in the world. I am applying as an ungraduate transfer student at a *************** and I am required to provide documentation for my admissions application for my existing college credentials. I was directed to ********************** where I created my account and provided the necessary personalized information for my credentials to be located. The fee for requesting your official transcript is a minimal $10 per credential. Upon completion of the order you're sent an email that includes a customized link to allow you to download your transcripts for 30 days.Upon filing my application as the *********** I was informed that no schools are accepting transcripts directly from students and that they need to be sent directly from the credential provider (Parchment). I contacted Parchment support and inquired if Parchment could send a copy of my credentials to my school admissions ***** and they stated they cannot do that. They stated I would have to place a reorder and instead of downloading the credentials, have them sent to the school in my behalf. I complained that this is very mis-leading as schools are no longer accepting credentials from incoming students due to high amounts of fraudulent and forged transcripts being submitted.Why would Parchment allow you to purchase and download a transcript that clearly can't be used for college admissions? To make matters even more unsettling, the fee to send the transcripts to the school is $75 per credential. That makes my admissions costs for the downloaded transcripts $19 and $150 for the same credentials to be sent to the school. I asked Parchment if they knew schools are no longer accepting student provided transcripts and they stated they didn't. This needs to be rectified and language added to the process that clearly stated to the student they MUST have their credentials sent to the school, DO NOT download and attempt to provide them yourself. Attached the chat log.

  Business Response

  Date: 07/09/2025

  Thanks for contacting Parchment. Please note, Parchment is an ordering platform, it is the requestors responsibility to ensure the recipient is willing to accept a document that is sent to the learner first. Most recipients only accept documents that are sent directly to them. The ability to order a document, and send directly to yourself is available for learners that require a document. 

  A one time courtesy refund has been issued for both of your requests, please allow 3 - 5 business days for the refund to appear on the original payment method. 

  - The Parchment Team 

  Customer Answer

  Date: 07/09/2025

  
  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:06/20/2025

  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 initially ordered a transcript for my employer on May 20th. It was not sent until June 4th. I do not know where Parchment sent my transcript to but as of June 20th, it had not been received by the institution. Parchment maintains a hidden database of email contacts for colleges and universities that is not available to customers; that is, there is no way to verify that they have the correct information in their files. When I contacted Parchment and provided them with my employer's email address, they informed me that I would have to pay again. This is unacceptable. Parchment should not be charging to send transcripts if they have no responsibility to actually deliver the transcripts to the recipient. This is an unethical practice.

  Business Response

  Date: 06/23/2025

  Thanks for contacting Parchment. As mentioned in our communication via your Support case, your document was sent via an electronic network, your document was not sent to a specific email address. Should you wish to change the delivery method, a new order and payment is required. 

  If you are able to provide the name of the contact along with their contact information, we would be happy to reach out to your recipient on your behalf. 

  -The Parchment Team 

  Customer Answer

  Date: 06/24/2025

  As I stated, transcripts are sent to an institution without anyway for a customer to ensure that ****************** is sending the transcript to the correct recipient or someone who can access the transcript.  It is clear that the initial order was sent AND never opened.  As I had to pay twice for the transcript to go to the same institution, one of these should be refunded.  Also, as this is the only manner to request a transcript, the institution should know that you are not sending their transcripts for students properly.

  Business Response

  Date: 06/27/2025

  It is the requestors responsibility to ensure their recipient is correct at the time the order is made. You requested your document be sent to a recipient within the Parchment exchange, your document was sent as ordered. 

  Customer Answer

  Date: 07/24/2025

  The transcript was ordered to the school, through the information that you have on file for the school, and was never received.  To date, it has never been opened because what you have on file, which is not disclosed to customers, is incorrect.  The error was not mine.

• Initial Complaint

  Date:06/10/2025

  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.

  Theyre basically going to charge me twice for transcripts. Once for my transcripts to be sent to my university and another time for me to download a copy. What a rip off.

  Business Response

  Date: 06/12/2025

  Thank you for contacting Parchment. Please note, Parchment serves as an ordering platform, the document fee is determined by your institution. Should you have questions regarding the cost of your documents please contact the institution in which you ordered your documents from directly. 

  -The Parchment Team 

• Initial Complaint

  Date:06/09/2025

  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 wonder why my previous university use Parchment to deliver the transcript. They would design the website very tricky to distinguish electronic delivery and paper delivery. They made the electronic deliver default and seduce people to pay twice if they need paper delivery. It is not a big money. Just how cheating the business is doing things.

  Business Response

  Date: 06/12/2025

  Thanks for contacting Parchment. Sorry to hear about the confusion you had when placing your order. For further assistance please provide your document ID or order number. 

• Initial Complaint

  Date:06/04/2025

  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.

  We placed an order for my daughters transcript. She needed it for a job promotion two weeks later her company had not received the transcript. So Isubmitted another transcript request and thought we had done it wrong well the very next day the first transcript went through and was delivered to her company.I went to request to cancel the second one which was canceled, but I was never refunded the $21.68. Ive been in contact with parchment multiple times them to just go ahead and send it again to me or to reverse the money and they refuse to do anything. It shouldnt take so long to have a transcript request answered electronically. My daughter almost ****** out on her promotion at work due to their lack of urgency.

  Business Response

  Date: 06/12/2025

  Thanks for contacting Parchment. Please note, Parchment serves as an ordering platform, the institution in which records are requested from are responsible for processing requests. Should you have questions regarding the processing time of your original request please contact the institution the records were ordered from directly. 
  The second request was made via a Third Party Ordering account, per ******************'s Payment Policy which can be found on our website: ***********************************************************************************************************************************************************************************************************************************

  -The Parchment Team
  
  

  Customer Answer

  Date: 06/12/2025

  Parchment took a long time to send the first request, therefore prompted us to initiate a second request and we did go about it a different way since we never got a response for my first request therefore, if parchment cannot refund the second request that was canceled and no longer needed, then they should be able to refund the first request that cost $15 and was not done through a third-party. 

  Business Response

  Date: 06/13/2025

  As mentioned previously, the processing is completed by the sending school. Should you have questions please contact the sending school directly. 

  Customer Answer

  Date: 06/21/2025

  as I mentioned previously, there were two request sent it shouldnt take weeks to have a transcript sent. After a long period of time when the first request went ignored, we submitted a second request a different way thinking we had initially requested it wrong. The first request cost us $15. The second request cost us $21 one of those request can certainly be refunded. The transcript was only sent once.

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my transcripts unaware that they were only available for a certain time period. When I tried to download them, I was unable to when I contacted them. They refused to send them to me again! I would like them to download them again to me or refund my $10!

  Business Response

  Date: 06/02/2025

  Thank you for contacting Parchment. Sorry to hear you were unable to download and retrieve your document within the allotted time frame. Included is our payment policy: ************************************************************************** we are unable to resend after an order expires. 

  I have however issued a courtesy credit that can be used on a new order within your Parchment Learner Account. 

  -The Parchment Team. 

• Initial Complaint

  Date:04/23/2025

  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.

  Not an easy or reliable company to deal with, customer service could use customer service training. They sent me a $90,000 piece of paper that is the size of a bedsheet. I asked if I could have it reduced down to 8.5x11so I could keep it in a binder, and they said NO. I wanted them to remove *************** from MY piece of paper, they said NO. But they have a GED on my file that is not mine, and they refuse to remove it I am not asking for anything to be ADDED to the paper, just something that is cluttering and ridiculous to be removed and a size that I can put in a binder, not something that is so massive that I have to keep folded up in the binder like I am right now.

  Business Response

  Date: 04/24/2025

  Thanks for contacting Parchment. Sorry to hear about the dissatisfaction with the diploma you received. As mentioned in your support inquiry, the paper size and content of your diploma is determined by your sending institution. Should you have questions regarding the content or paper size please reach out to your school directly. 

  -The Parchment Team. 

• Initial Complaint

  Date:04/10/2025

  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.

  Went on the computer at both colleges and seen I had two transcript from each college and ************************** also had a certificate I sent for all three which totaled $36 dollars for Parchment to respond to me what with an email saying no transcript or certificate from New York technical colleges I want all my degrees as stated in the receipt they were there I seen them

  Business Response

  Date: 04/11/2025

  Thanks for contacting Parchment. Sorry to hear your order was cancelled, please note Parchment serves as an ordering platform. If you have questions in regards to why your order was cancelled please contact your sending institution directly for further information. 

  - The Parchment Team 

• Initial Complaint

  Date:04/08/2025

  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 am filing this complaint to address Parchment, Inc.'s negligent and predatory practices, which blatantly disregard consumer rights and professional accountability.On April 3, 2025, I ordered my Bachelors degree diploma from *********************************** (*****). I clearly specified this in my order, yet Parchment processed and delivered a redundant copy of my Associates degree, a document I already possess and did not request. Upon notifying their support team, I received dismissive, scripted responses refusing to cancel, correct, or refund the order.Their agent falsely claimed they were only a delivery service, an excuse that fails to absolve them of responsibility. As the intermediary vendor processing payments, Parchment bears direct accountability for order accuracy. Passing blame onto the educational institution while keeping my payment is fraudulent.Refusing to refund an order I never placed is unethical and exploitative. Parchment offered no escalation path, no supervisor intervention, and no effort at resolutionopting instead to stonewall me, expecting bureaucratic fatigue to deter action.This is not just a customer service failure but a deliberate abdication of responsibility.

  Business Response

  Date: 04/08/2025

  Thanks for contacting Parchment. Sorry to hear of the trouble this may have caused you. As stated in your support inquiry, Parchment is an ordering platform. Parchment cannot alter requests or records. It is the sending institutions responsibility to maintain and process requests. We would be happy to reach out to your school directly on your behalf but also recommend reaching out to ********************************** directly as well. 

  -The Parchment Team