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:07/29/2024

  Type:Service or Repair 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.

  We are in the process of transferring our daughter to ************************** from ************************, both in ***********, **. As part of the process, NJCU requires receiving her transcripts from SPU. SPU contracts with a 3rd part, Parchment, an ******************** to provide these credentials to the requesting organizations for a fee. On two separate occasions, we have paid the $10.00 fee for the service without a) receiving personally receiving the documents, or b) having the requested documents provided to the new school. Several unsuccessful calls to NJCU to locate the documents followed as well as unreturned calls directly to Parchment to resolve this matter. Initially, Parchment was to send the documents to a general email address (*******************) and subsequently to the direct attention of the Associate Director of Admissions, ********************************* at *********************** We have confirmed that neither address has received correspondence from Parchment. Their delay is resulting in a registration delay as well as reduced course availability for the next semester.

  Business Response

  Date: 08/02/2024

  Thank you for contacting Parchment. This request (TEAIYLIL) was ordered from ***************************** to be sent electronically to *******************

  The document was sent as ordered and is available for download. The subject of the email is "You've Received a Document". Another email was sent to your recipient today. Please ask your recipient to check their junk or spam folder. 

  Should the student or recipient require further assistance please contact our support team. 

  Customer Answer

  Date: 08/02/2024

  The requested transcript was sent to the requester, *************************.  NJCU would not accept the document as authentic because of the potential for it to be altered.  Immediately following this advisory, a second transcript was order with the instructions for it to be sent via email to the attention of *********************************, at (*********************).  ********************** is the assistant director of admissions at NJCU and has been advised of this difficulty.  Given that we have paid twice for these documents and receiving 1 copy, that was unusable, we ask requesting that the second paid for copy be expedited to the attention of ********************** to the email address listed above.

  Business Response

  Date: 08/07/2024

  The recipient for this request acknowledged receiving the document on August 7th, 2024. Should you have questions regarding the download of this document please contact your recipient directly. 

  Customer Answer

  Date: 08/14/2024

  
  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.  The requesting organization has received the aforementioned documents relating to the claim and the process has advanced.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:07/25/2024

  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 am in the process of applying to grad school and because of parchment, I was not accepted. I applied in May, requested 2 copies of my transcripts from ******************, ************************, and *********************** from them. To this date the school still has not received them. Similary I applied to another school. On their platform it says download confirmed but the new school email me every day requesting my transcripts. Parchment are liars and thieves and they refuse to send transcripts out. I had the same issue requesting my daughter transcripts from ****** from them. They never got the school. I don't know why schools are using them but I want all my monies back, including the funds for the transcripts I was supposed to be able to download myself. Someone needs to shut them down. You don't have to look far to see how they are deceiving people and taking their money for services not rendered. Here are all the tracking numbers for the transcripts they said they sent but did not. TEA4KL2F, TEONBYLN, TEONNBWN, TEONNTZQ, TEIQBARK, TEWTXGLP, TEWTXGZR. I have also reached out to them and they included their response. They are fraudsters. They do not send transcripts to anyone, they just take peoples money.

  Business Response

  Date: 08/02/2024

  Thanks for contacting Parchment. I see you have been in contact with a member of our team regarding your requests. 

  Please respond to our email should you require further assistance. 

• Initial Complaint

  Date:07/13/2024

  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 need an official transcript from my school, so I decided to get one from parchment.com. I saw it was free, so these scammers emailed me and wanted me to pay 1500 in bitcoin to expedite my transcript.

  Business Response

  Date: 07/15/2024

  Thank you for contacting Parchment. Thank you for providing screenshots, this communication was not sent from Parchment nor would Parchment ask you to send money via Bitcoin. Parchment does not send communication from the two Gmail accounts in your screenshots. We have submitted a request to ****** to remove the Gmail accounts in question. Should you require assistance with your document orders, a member of our support team would be happy to assist. Please visit **************************************************** for further assistance. 

  -The Parchment Team 

• Initial Complaint

  Date:07/10/2024

  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 a copy of my diploma from Parchment at the end of May 2024. It only allowed a download during the order, but NEVER disclosed that the download is only available for only 30 days at any point during the ordering process. I discovered this in July, past the 30 day download time allotted. When I opened the email to download, it wouldn't open, so I contacted Parchment via email at their member support as there was no prior notification that I was only given 30 days to download. In their email for the download, it clearly states they are able to track when the file is downloaded, so they can tell if the purchaser downloaded the file or not. Then in their email response I was given zero assistance. The response: "Unfortunately we can no longer change anything in the order once it is placed. Seems like only electronic copy is available for this through parchment." NO HELP. They state I have to place another order. If they can show I never opened the file, never received what I purchased, then a refund or replacement is expected, required by law actually. I paid for something but didn't get it? This is fraudulent and clearly a business intentionally taking consumer money and not allowing a consumer their right to a refund or replacement. ILLEGAL. I expect Parchment to fix this problem for myself and all future consumers.

  Business Response

  Date: 07/12/2024

  Thanks for contacting Parchment. Sorry to hear you were unable to download your document within the allotted timeframe. 

  An email was sent to you on May 29th, 2024 with the subject "You've Received a Document", within this email you were notified "The Diploma is available for you to download for 30 days, so your prompt attention is requested." This email was opened multiple times by you on June 25th. Another email was sent to you on June 25th, 2024 with the subject "You've Received A Document" which was also opened multiple times by you on June 25th. Within this email you were informed "The document is only available for download for 3 days, so your prompt attention is requested." 

  As stated in our policy, which is linked here: **********************************************************************************

  No refunds will be provided for an order that was successfully filed. A new order and payment is required. 

  I have issued a one time courtesy credit to your Parchment Learner account. This credit can be applied to a new order from the same sending institution. Should you place a new order, please download and save your document. 

• Initial Complaint

  Date:07/03/2024

  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 requested my college transcript from this third party via my school. I had a period of time where I couldnt access my email after the request and when I could access my email and I attempted to access the documents that I paid for, they were unavailable due to expiration dates. I reached out to their customer service and have had lengthy communication to which they refuse to issue me new docs or refund the money. There was no instruction or indication that these documents would expire upon request and there was no agreement between myself and the company stating that I would access within 30 days or would lose access. I understand the need for expiration dates on such documents but the instructions should be clear and present upon request. These arbitrary rules they are instituting after they have taken my money and refusing to resend the documents even though they clearly see that I have a request that I wasnt able to access is corrupt. They refuse to send me new docs and they refuse to refund my money. I need to request these transcripts to be resent and my school doesnt handle this so I will need to use this third party but I shouldnt have to send them more money because of arbitrary expirations date they werent transparent about up front.

  Business Response

  Date: 07/08/2024

  Thank you for contacting Parchment. We are sorry to hear you were unable to save your document within the allotted time period. Please refer to Parchment's payment policy should you have further questions related to refunds, credits, or resends: **********************************************************************************

  I do see that a member of our team reached out via your Support case and informed you of a courtesy credit that was applied to your Parchment learner account. A new order is required, the credit applied to your Parchment account can be used on your new order. 

  Should you require any further assistance please reach out and we would be happy to assist. 

  -The Parchment Team

• Initial Complaint

  Date:06/27/2024

  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.

  Parchment takes the responsibility to print and deliver the diploma for my master's degree. However I didn't receive my diploma more than one month and they said they cannot do anything to help me. And I reordered on Jun 24. I didn't get anything yet and the company said they can not do anything.

  Business Response

  Date: 07/08/2024

  Thank you for contacting Parchment. After further review I can confirm the following: 

  You placed a replacement diploma order on June 24th, 2024 (DID TEPY9QPO). *************** processed this request on June 25th, 2024. A digital diploma was issued to your Duke email address (DID TEPIT3BJ). This diploma has yet to be claimed by you. After your digital diploma is issued, there is a 72 hour address verification time period. During this time period, you have the option to edit the delivery address for your printed diploma. Should you opt to not make any changes to your delivery address your printed diploma will be mailed to the address indicated at the time your order is made. Your printed diploma (DID TEPDV0VL) can take up to 15 business days, after the 72 hour address verification time period. Once printed, your diploma is mailed the delivery method as indicated at the time your order is made. In this case ****** ***** is not guaranteed as over night delivery and does not expedite the printing process of your diploma. Should your employer require proof of graduation, your digital diploma can be sent to them while you wait for the printing and mailing of your printed diploma. 

  Your replacement diploma request was processed as ordered. No refund will be provided. 

  -The Parchment Team. 

• Initial Complaint

  Date:06/24/2024

  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.

  On 6/21/2024, I attempted to get an official electronic/emailed transcript from ***************** via their designated 3rd party vendor, Parchment. I kept getting an error message on Parchment's sign-in page. I spent the next 4 hours working with Parchment tech support, but none of them could resolve the issue, leaving me with a promise to escalate my request. I received an email today (6/24/2024) saying the problem had been fixed, but I am still getting the same error message and unable to get the transcript I need for my new job.

  Business Response

  Date: 06/25/2024

  Thank you for contacting Parchment. We are sorry to hear you are unable to order your documents. I see a member of our Support team reached out earlier today asking to confirm the email address you are attempting to order with. 

  Please respond to our reply as soon as you are able. 

  -The Parchment Team

  Customer Answer

  Date: 06/26/2024

  I have spent 5+ hours with two Parchment tech people, and an additional hour with a ***************** tech support person, and I still do not have my transcripts. I have responded to your email asking for more information (which I have already gave previously to both of your tech people). 

  Note that I was able to send my transcripts from another university I attended in 5 minutes from one of your competitors without the slightest problem. 

   

   

  Business Response

  Date: 06/27/2024

  Sorry to hear you are still unable to order. Can you please attempt to place your order again? Please respond to our latest email if you still require assistance. 

• Initial Complaint

  Date:06/20/2024

  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.

  paid for transcripts. It was not sent to the university. There is no phone number to reach this scam company. The customer service also is non responsive and refuse to research or refund after being emailed 3 times.

  Business Response

  Date: 06/25/2024

  Thanks for contacting Parchment. We are sorry to hear you mistakenly ordered from the same school twice. A complimentary refund has been issued for your duplicate order. 

  -The Parchment Team 

• Initial Complaint

  Date:06/17/2024

  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 never received it.Case number ********

  Business Response

  Date: 06/18/2024

  Thanks for contacting Parchment. We are sorry to hear your document has yet to arrive. We are actively working with ***************** re the delivery of your document. Please allow 1 - 2 business days for your document to arrive. 

• Initial Complaint

  Date:06/13/2024

  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.

  Hello,Placed online order for document. Business did not disclose document would be available for download for 30 days only. Document ordered is needed after time frame allowed.Business practice is fraudulent due to not disclosing important information to consumer prior to purchasing.

  Business Response

  Date: 06/17/2024

  Thanks for contacting Parchment. We are sorry to hear you were unable to download and save the document within the allotted timeframe. Can you please confirm your Document ID or order number so that I can better assist you?