Business Profile

Educational Research

Parchment

This business is NOT BBB Accredited.

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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.

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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:06/03/2024
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 requested a transcript for my completed coursework to be sent after grades were final. It was allegedly sent a week early. I requested a secondary transcript after grades were final. It was also allegedly sent. Neither have been received by the respective party which is causing delays in my compensation. I was also advised that two other individuals from my department have requested transcripts. and encountered the same issue
Business Response
Date: 06/04/2024
Thanks for contacting Parchment. We are sorry to hear about your experience.
TEOTOZMQ - This request was ordered from UH Downtown and was requested to be sent now. The document was sent to the recipient indicated at the time your order was made, which was: ****************** Please ask your recipient to check their junk/spam folders as your document was successfully sent. Your recipient has 1 week to download this request. I see that a credit was applied to your Parchment learner account should you wish to send to another email address a new request is required. The credit can be applied on the new request from UH Downtown.
TEIRQ9ZN - This request was ordered from ***********, you requested for this order be held for degree. After review I can confirm it appears UH Downtown prematurely processed your request prior to your degree being posted. Please note, it is up to the sending institution to process and fulfill the request. We would be happy to reach out to UH Downtown on your behalf regarding this request.
- The Parchment Team
Initial Complaint
Date:05/30/2024
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.
I ordered my transcripts over a month ago. The first email I received was three days ago. When I tried to access the file, it stated that the link had expired. When I contacted support, they informed me that I would need to pay again and that they could not forward the transcripts even though I have already paid and have not received them. This process is highly inefficient, and the support provided is ineffective.
Business Response
Date: 05/31/2024
Thanks for contacting Parchment. We are sorry to hear you were unable to download and save your document within the allotted timeframe. I do see that multiple email reminders were sent to you notifying you of the expiration to the download link. Per Parchments Payment Policy, which I have included here: ********************************************************************************** "Only requests that cannot be fulfilled are eligible for a Refund." We have however made a one time exception to refund your original requests. Please be sure to download and save your documents in a secure location.
-The Parchment Team
Initial Complaint
Date:05/30/2024
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.
Ordered two transcripts April 24th. Never received them. No contact from Parchment about the delay. Emailed them, got this reply:"Unfortunately, I do see that this order was returned by **** mail on May 22nd due to a **** being unable to forward the mail. As such, we would have to ask you to reorder this to be sent to a different address."Um... so, because Parchment couldn't deliver the order, I have to buy another 2 transcripts? NO WAY! What????I asked for a full refund. They replied: "..., the system no longer provides option to cancel and refund once the order has been completed or returned. Hence, there's nothing we can do in this order."So buyer beware: consider your money burned the second you pay Parchment, whether you receive your transcripts or not. What a racquet. Is this 2024?I already filed a claim with my credit card company.PARCHMENT PLEASE DO THE RIGHT THING HERE AND REFUND MY LOUSY $24.I'm not surprised at all that Parchment isn't BBB accredited. Of course it isn't. It's a borderline scam in my opinion.How is this even legal? I think I'll contact my state Attorney General about this matter, AND the *** too. I looked it up on the company's website and apparently it's their official policy. When kids don't receive their transcripts, the company tells them to "order again" and since most kids won't bother fighting it (the charge is only $10 or $12 after all) Parchment continues to make their revenue, even when they don't actually deliver services to their customers, AT THE CUSTOMER'S EXPENSE. I ask you ******************: why should we, the consumers, bear the burden of your business model that relies on the ****? That is YOUR cost of doing business, not OURS. To me it's not about the $24 anymore, it's about the principle. I don't like shady companies like Parchment squeezing and taking advantage of people. I've decided that, if my credit card company doesn't agree with me, and I lose the case, that I'm going to pursue this matter legally.
Business Response
Date: 05/30/2024
Thanks for contacting Parchment. We are sorry to hear your documents were returned by ***** When your order was made, you selected to have your documents mailed via **** which is standard mail. You did not select to have your documents mailed with tracking via ****** Your documents were mailed by the United ********************** Parchment is not responsible for delivering your documents. Should you have questions as to why **** returned your documents to Parchment please reach out to **** directly.
As stated in our Payment Policy, which I have included here **********************************************************************************, it is the requestors responsibility to ensure the correct recipient address is provided at the time the order is made. "Parchment does not offer a refund or credit for mail deemed undeliverable by the ***** A new request will be required. Credentials shipped via ***** will *not* be returned undeliverable to Parchment but will be destroyed by ***** in the event they cannot be delivered. A new order will be required. Please verify delivery information carefully when placing an order."
Should you feel your document was returned in error by the United ********************** please contact **** directly.
-The Parchment Team
Customer Answer
Date: 05/31/2024
tell it to my credit card company and my lawyer, Parchment. You are "not responsible" for delivering our transcripts? What?! That is literally the only service you are providing here!! A refusal to take responsibility for "undeliverable" packages is part of your business model, which is disgusting. I'm not even sure it's legal. But I guess we're about to find out :)
I have ordered numerous other products from multiple companies to that address (including my diploma), with no issues. Parchment should take responsibility and refund me, not insist that I "order again" and burn more money. WHAT A RACQUET PARCHMENT IS!! WOW...
Business Response
Date: 05/31/2024
Parchment serves as an ordering platform, it is the sending schools responsibly and the mail carrier ***** or ****** to deliver the documents. As mentioned in our payment policy, which I have linked again ********************************************************************************** "Parchment does not offer a refund or credit for mail deemed undeliverable by the ***** A new request will be required. Credentials shipped via ***** will *not* be returned undeliverable to Parchment but will be destroyed by ***** in the event they cannot be delivered. A new order will be required. Please verify delivery information carefully when placing an order." Please verify with **** why your original document was returned by *****
As a courtesy, we have issued a one time courtesy refund. Should you wish to place a new order, please confirm the recipient address is correct prior to ordering.
Customer Answer
Date: 06/21/2024

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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I would like to add that the business's response implied that I wrote the incorrect address. I double checked just now, and I wrote the address correctly. Yet Parchment still told me to "order again" when the package never arrived to the address I correctly provided.
Refunding a customer for a service not provided should not be a one-time courtesy for which I ought to feel grateful.
It should be an official policy. Stop asking customers to eat these non-delivery costs.
I just wanted to clarify that fact for posterity, thank you.
Regards,

***************
Initial Complaint
Date:05/26/2024
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 a transcript on accident. Their policy is that as long as the transcript is not fully delivered yet, they can refund you. I submitted a request and even emailed them asking for a refund while it had not yet been delivered. They responded, asking me to confirm that I wanted to refund it, effectively delaying my request until the order was processed. After I asked again, they denied my request and said I could not refund because the order was processed.
Business Response
Date: 05/28/2024
Thanks for contacting Parchment. We are sorry that you experienced this issue, a refund has been issued for TEIIK7YL. Please allow 3-5 business days for the refund to appear on your original payment method.
Customer Answer
Date: 05/28/2024

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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***********************
Initial Complaint
Date:05/24/2024
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 purchased two separate records from the parchment site. I requested & purchased **12 records, via the date selection as I was told to do so by my two high schools, saying this is the site that handles their archives. I did everything I needed to do, I read the information on parchment which said I would get my **12 records. I got two pieces of paper. I messaged customer service, I asked why this was and they said they do not have the **12, they are only a third party. So I said that makes no sense and sent them a link of their own website where it says they do **12. Then the rep said, it was my fault I didn't select dates. So I sent a screen shot of where I selected the dates for each school, so they changed the blame again and said it was my fault, for a different reason. So now I'm here. Your whole business is made around archiving the digital records so schools don't have paper records. Saying you have said records and then telling me otherwise after I purchase is misleading. I want a refund for the two orders I placed. They were both were $4.40 A totaled of $8.80 refunded back to my original payment method. Thank you.
Business Response
Date: 05/28/2024
Thank you for contacting Parchment. After further review, I can see that two orders were made, please see below for order detail information
TEOWMUHP: Ordered from **************************** to be sent to your personal email address ******************************* This document was acknowledged on 5/22/2024 and contained *********** Coursework from 2005 - 2009. Should you have specific questions regarding the coursework included please contact **************** *********** directly. As mentioned previously, Parchment is a Third Party Ordering storefront. The sending school (**************************** is responsible for fulfilling the request, to include answering questions regarding the content of your document.)
TEOWM2TM: Ordered from ********************************* to be sent to your personal email address ******************************* This document was acknowledged on 5/22/2024 and contained *********** Coursework from 2005 - 2009. Should you have specific questions regarding the coursework included please contact **************** **************** directly. As mentioned previously, Parchment is a Third Party Ordering storefront. The sending school (********************************* is responsible for fulfilling the request, to include answering questions regarding the content of your document.)
The dates of attendance and name you referenced are used to locate your records when ********************************* is processing your request. Should you wish to obtain elementary school records, please contact your elementary school directly.
Both orders were processed and fulfilled as ordered, however I have issued a one time courtesy refund for your confusion.
Should you have questions regarding placing a GED order, please visit: www.ged.com
Customer Answer
Date: 05/30/2024
I was told by all of the schools to contact and order this way, as seen in the requests I selected 1993- 2010. If you would like to go screen record the process to order these records that you and your website claim to be k-12 I will gladly screen record that process for you. Please refund my cost for your websites short comings thank you
Business Response
Date: 05/31/2024
Hi ******, as mentioned previously you placed an order for your high school records. High School records typically do not include Elementary or ************* records. If you have a question regarding the document that was sent, to include the content please reach out to your school directly. The sending school, in this case ********************************* is responsible for fulfilling the request. Parchment has no control over the content of the document.
The page on our website that you are referencing which I have included here: *************************************************************************************** is directed towards the sending school, not the student. This page is for potential sending schools that are inquiring about using Parchment as a service.
Should you have questions regarding ordering your elementary or middle school transcript please contact your elementary and middle school transcript directly. The attendance years you entered are used to locate your record at your sending school (*********************************), the attendance years do not mean that all records between those years will be included.
-The Parchment Team.
Initial Complaint
Date:05/17/2024
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.
Document id: ******** I ordered a transcript to be delivered to my home address and they delivered my transcript electronically when I called and complained about the method of delivery they told me I would have to place another order and pay for a new one to be mailed they had no resolution or anything I was simply asking them to credit my account or refund me my money because I am not paying to have my transcript redelivered. I am not sure what kind of business you guys are running but customers should not have to keep purchasing new orders for orders they have already placed.
Business Response
Date: 05/21/2024
Thanks for contacting Parchment. We are sorry to hear you mistakenly placed an order for an electronic transcript. Unfortunately once an order is made, we are unable to edit or alter the delivery method. Please see Parchment's Policy which I have linked here: **********************************************************************************
I see your document was successfully sent to the recipient you indicated at the time your order was made, it was also opened. If you wish to receive a paper copy, a new order and payment is required.
A one time courtesy credit has been applied to your Parchment Learner Account which can be applied to a new order made by you from ************************************
-The Parchment Team
Initial Complaint
Date:05/14/2024
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.
Company states that they have delivered documents via email, but no email has been recieved. When a ticket was opened with customer support, the company refuses to acknowledge that the issue resides on their end.
Business Response
Date: 05/15/2024
Thank you for contacting Parchment. We are sorry to hear you have yet to receive your digital credential(s). After further review, I can confirm your documents were sent successfully from Parchment. We have successfully sent 9+ email notifications over the last 30 days to *************************. As mentioned in our previous replies, it is possible that the domain (o365.ncu.edu) is blocking our emails. Parchment is unable to change the recipient email address that your digital credential(s) were issued to, however we would be happy to reach out to ******************* on your behalf to see if they are willing to reissue to an alternate email address.
-The Parchment Team.
Customer Answer
Date: 05/15/2024
You may reach out to whomever you need to. At the moment, the issue still remains unsolved with both organizations blaming the other.
Business Response
Date: 05/21/2024
As mentioned previously, we are sorry to hear you were unable to retrieve your digital diploma. A member of our support team will reach out to your school on your behalf to request this be reissued to an alternate email address.
Customer Answer
Date: 05/25/2024
Still have not received document at alternate email address provided.
Initial Complaint
Date:03/21/2024
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 graduated with a Masters degree in June of 2023. My school used Parchment to print diplomas. It is now March 2024, and we still have not received our diplomas. My school has been difficult about sending me an electronic copy (obviously that is not on Parchment), but 9 months for a simple piece of paper is beyond ridiculous. According to the registrar's office at my school, Parchment continues to push back their "print date" and still has not provided an official print date. I understand that delays happen, but this has gone far beyond delays. If this is not figured out soon, I will have to involve lawyers/educational rights lawyers. I paid tens of thousands of dollars and spent hours and hours in class and doing work to earn this degree. I should not have to wait this long for my diploma.
Business Response
Date: 03/21/2024
Thanks for contacting Parchment. We are sorry to hear that your diploma has yet to arrive, can you please confirm your document ID (DID) so that I can better assist you? If you are unable to confirmed your DID can you please confirm your student ID?
****************** Support
Customer Answer
Date: 03/26/2024
My student ID is *******

I graduated from ************************** in July 2023.
Business Response
Date: 03/27/2024
Thank you for confirming, with the information provided I am unable to locate a diploma that was issued through Parchment from **************************.
Can you please confirm the following to extend my search?
First Name
Last Name
Date of Birth
Email associated with your Parchment Learner Account
Name of person at ************************** that you have communicated with, we would be happy to reach out on your behalf.
-The Parchment Team
Initial Complaint
Date:03/07/2024
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 purchased a certificate and diploma from Parchment on the 18th. They progressed it the 19th. Per their rule it should have been sent out the 22nd and thats what the school and Parchment said it was sent out. (Lies) they said they shipped it out **** and it can take up to 15 days. Its crazy to wait 15 days but okay it still not here. Now they are saying they didnt send it out until the 28th which is way later than they said and after I purchased it. Even though their incompetent customer service agents still say that I should get it today or tomorrow even though its not here and not coming up on my informed delivery. Ive been dealing with this for weeks. They cant overnight me one and they cant see where the other one is. *** mentioned many times I need this by Friday and still they let me sit in hold to be transferred to a supervisor that never picked up and never got back to me numerous times. The customer service, back and forth information that has been wrong and no product that I purchased weeks ago is very upsetting.
Business Response
Date: 03/12/2024
Thanks for contacting Parchment. We are sorry to hear there was a delay in receiving your diploma. After further review, I can see where some of the confusion occurred. When you placed your order on February 18th, 2024 you used your personal email ************************ The DID provided, was your order DID TEYSGHGN. Your sending school, is responsible for fulfilling the request, issued your diploma to your school email *********************** on February 19th. Unfortunately in doing so, all order status communications were sent to your school email.

Please note, that Parchment serves as an ordering platform. It is up to the sending school to process and fulfill your request. Your request was issued the following business day (2/19/24), you were sent an email (to *********************) with instructions on how to confirm your delivery address as well as a note regarding the timeline to confirm your delivery address. After the timeline expires, 72 hours, the print process begins. Typical printing of a diploma is 15 business days in addition to mailing time. Your printed diploma (DID TEY2NTRN) was last scanned by **** today (3/12/24) in ********************. I would expect for it to arrive today if it hasn't already.
Thank you for providing your feedback, we are sorry to hear you had unexpected delays.
-The Parchment Team
Initial Complaint
Date:03/01/2024
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've been waiting for my diploma to arrive since the end of October when I graduated. I've been emailing and calling and all Im being told is to wait and that it will be sent out at the end of February. My job will not give me my promotion and raise until I receive my diploma. By Parchment giving me the run around and not sending me my diploma in a timely manner, I am losing money from the raise I would have gotten. Their customer service is terrible and takes days to respond to emails and give to information as to why it's taking so long to receive a digital copy of all things. Now I know there's shortages in the work place everywhere but if this was my employer and I was not finishing tasks in a timely manner and making our customers wait for months to receive a product, someone would be getting written up or even fired for poor workmanship. Is it that hard to make a digital copy of a diploma? Is it hard to get a solid answer as to why it's taking so long? I'm sure parchment receives their payment on time and if they don't I'm sure they would raise h*** about it. Do they do one diploma a day and then have the circus ring leader check their clownish work? Because it just seems like they're a circus ran by a bunch of clowns
Business Response
Date: 03/05/2024
Thanks for contacting Parchment. We are sorry to hear you have yet to receive your document. Unfortunately I was unable to locate any inquiries with the information you provided can you please confirm your document ID so that I can better assist you?
-The Parchment Team

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Parchment is NOT a BBB Accredited Business.