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:12/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received two emails now saying I requested a transcript to be sent to myself via Parchment, but I did not. I am concerned that this email is a scam but I cant find anything about it and I keep receiving the email. I do not want to open the email for fear it is a phishing attempt, but I need to know if someone is trying to steal my identity.

  Business Response

  Date: 01/02/2024

  Thanks for contacting Parchment. I see that DID TWLUYENR was processed and fulfilled by ******************* Please contact ****************** for further information regarding this request. 

• Initial Complaint

  Date:12/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested my transcripts from my high School from parchment but they haven't sent them to my college, I paid money but no luck I need to get this resolved so I can go to college.

  Business Response

  Date: 12/28/2023

  Thanks for contacting Parchment. After further review I see that one order was made under your Parchment Learner Account which is associated with *************************. 

  This was requested on November 30th, 2023 from *********************. The Document ID is TEEZARVN. You requested this to be sent electronically through the Parchment Receive Network to **********************************. Your request was successfully sent, your recipient can retrieve this by logging into their Parchment Receive Account. 

  Should you require further assistance please contact our Support team by visiting: ****************************************************

  -The Parchment Team 

• Initial Complaint

  Date:12/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my official transcript to be sent to a place of employment on 6/20/23. It supposedly arrived 6/21/23 via email. My employer did not access the transcript for download, and in fact never saw it come to their email at all. It wasn't until now (December) that I was informed by my employer they didn't receive it. When contacting Parchment support asking nicely if they could assist with resenting it directly to me, the employer, or providing a refund (since ***** received/downloaded it) that way I can order a new one, they basically said since the link expired and it says the transcript was received (but NEVER ACCESSED), they can't do anything for me. There was no way of me knowing that the transcript was never accessed within the timeframe alloted for a refund/resend and I did not receive the product I paid for. There was also nowhere that told me the link would even expire and that I'd be ***. **************** is absolutely horrible and telling me i just wasted $13.50 on documentation that IS MINE, and to just go ahead and place a new order with them, is absurd! This is no way to treat customers and I will next be mailing headquarters about this if it's not properly resolved.

  Business Response

  Date: 12/11/2023

  Thanks for contacting Parchment. We are sorry to hear your recipient was unable to download your documents within the allotted time frame. Multiple emails were sent to your email ***************************** along with your recipients email ************************** Regarding Parchments retention policy and available time period to download your documents. A courtesy credit has been applied to your Parchment Learner Account, should you require your documents to be sent to your recipient, a new request is required. The credit applied to your Parchment Learner Account can be used on your new order. Due to the length of time that has passed since your order was made, we cannot issued an electronic refund. 

  - The Parchment Team. 

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filled out a form through parchment to get my diploma mailed to me and a digital copy emailed this was on 10-03-2023 I needed the diploma for a job and paid the fees I got the order number: TEQ7MGCJ Until today 11-28-2023 I haven't received anything for almost two months now.After two weeks I started calling the university which instructed me to call Parchment. When I called and emailed them, they gave me this case number: ******** this was on October 17th. Since then I have been given nothing but run-around and silly apologies from parchment employees sometimes they will say:1.There was an error in the email on file an extra letter has been added.2. some higher-up manager will call me which never happened.3.The school told us they sent the diploma and you will receive it soon.At this moment I want the digital diploma to be sent to me ASAP via email and the paper copy emailed to me. Or will take further action against Parchment and the School.

  Business Response

  Date: 12/11/2023

  We are sorry to hear your replacement diploma never arrived. Your request was submitted on October 3rd, 2023 and was processed by ************************************ on October 5th, 2023. Unfortunately at the time your diploma was issued by **** your digital diploma was issued to an incorrect email address (***************************). Digital diplomas are issued by the sending member, in this case ****, not Parchment. Unfortunately when a digital diploma is issued to the incorrect email address, all other communication related to mailing of the paper diploma is also sent to the email in which the digital is issue. We have reached out to your sending school on your behalf to request that a new digital diploma be reissued to your correct email ******************************). I have also reached out to ********* team to request another copy be mailed to you via ****** The tracking number for the reprint is 774301770056.

  -The Parchment Team

  Customer Answer

  Date: 12/11/2023

  I reject this late apology thanks to you parchment they considered another applicant for the position I applied for because of the delay you and **** caused.
  two months is long time for a service that take days. the worse thing was no one was helping or answering my questions when I called or eI reject this late apology thanks to Parchment they considered another candidate for the position I applied for, primarily because of the delay Parchment and **** caused.
  Two months is a long time for a service that takes days. The worst thing was no one was helping or answering my questions when I called or emailed.
  We only have one choice,ONE CHOICE when requesting our credentials and that choice choose to ghost and not respond on time until we complain.
  To this day today I have not received a call or email from Parchment explaining what happened and why their employees never cared to follow up despite my constant contacts.
  I will leave this complaint standing and I will write bad reviews for the unfair and horrible treatment I received by Parchment.mailed.

  Business Response

  Date: 12/12/2023

  We are sorry to hear you missed out on an opportunity, we understand how important these documents are to you. As stated previously, your request was submitted on October 3rd, 2023 and was processed by ************************************ on October 5th, 2023. Unfortunately at the time your diploma was issued by **** your digital diploma was issued to an incorrect email address (***************************). Digital diplomas are issued by the sending member, in this case ****, not Parchment. Unfortunately when a digital diploma is issued to the incorrect email address, all other communication related to mailing of the paper diploma is also sent to the email in which the digital is issue. **** corrected the issue within a reasonable time period when it was brought to their attention at the end of November. It is up to the requestor to follow up with their recipient after their order is placed to confirm if their documents have or have not been received. 

  -The Parchment Team
   

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I graduated with my master's degree on August 4th. In early October 2023, I received notice that my diploma/degree was being sent out. On October 25th, despite first class mail not being able to be tracked, their site told me that my degree was at my local post office. Strange, first class mail can not be tracked and my informed delivery ( through ***** didn't show it was there. I waited and requested it to be resent, till this day 09/20/2023, I still haven't received it. My 2nd resent I was told was resent out on October 31st then my university and I was told October 27th, online shows that it was sent November 7th, no worries, I waited. On November 18th, it showed that my 2nd resent was at my local post office. Again, this is strange as first class mail does not allow tracking and didn't show up on my informed delivery. Today, November 20th, i went to my local post office to get answers AGAIN. I was told they do not have it and FIRST CLASS MAIL CAN NOT BE TRACKED. I've been in contact with my university, apartment, postmaster, local post office, and parchment and no one can tell me where the degrees are. Parchment has terrible customer service agents that no matter how many times I tell them I've already spoken to the school and the post office, they keep directing me there. I have been up to the school and even spoke to the postmaster. I don't believe Parchment is sending it out because I haven't even received the first one sent. After speaking with them today, November 20th, all they can offer me is reprints despite me not getting them. Terrible company and business. They have ruined such a great achievement for me.

  Business Response

  Date: 11/22/2023

  Thanks for contacting Parchment. We are sorry to hear your original and replacement credential have yet to arrive. Please note that **** 1st Class Mail is standard mail and does not include tracking or confirmation of delivery. A courtesy reprint has been sent via ****** the tracking number is 645996135423. 

  -The Parchment Team

• Initial Complaint

  Date:11/10/2023

  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.

  They sent my diploma to my recruiter. They cannot open it. They will not send it to me or give me a refund so I can try again.

  Business Response

  Date: 11/13/2023

  Thanks for contacting Parchment. We are sorry to hear that your recipient, ********************* was unable to download the diploma, DID TEWFR55J, that was sent to them ************************** I see that a credit was issued to your Parchment learner account so that a new order can be made. I see that a new order was made and issued to you at *******************. Should you continue to have issues please reach out and we would be happy to assist. 

  -The Parchment Team

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my transcripts which include my Bachelor's Degree and Doctorate Degree from ************************* for submission by electronic transfer to ******** ********** of ********* (DEEDS). I paid $15.00 via credit card on October 19, 2023. On October 24, 2023 I was notified by DEEDS that they did not receive my Bachelor's Degree which has stalled the credentialing process. I attempted to contact Parchment. There is no way to contact Parchment other than email. The email system is a no reply response and there is no published telephone number. This is unacceptable and an example of poor business practices. I expect Parchment to fulfill its obligation to submit my full transcript request to DEEDS since I have no other option. If Parchment cannot fulfill this request, I expect a full refund. I insist that Parchment contact me to resolve this issue in a timely manner. Their failure to respond to my transcript request is stalling my credentialing process for licensure. I have attached notification from DEEDS regarding the deficiency due to Parchment's failure to provide my Bachelor's degree. I expect a response in a timely manner regarding this matter.

  Business Response

  Date: 10/26/2023

  Sorry to hear you were unable to locate a contact number on our website. Our support team can be reached through a variety of channels, these channels can be found within the ******************* on our website. In regards to your request, as stated in our response to your case, Parchment serves as a delivery service and we are unable to add/remove/edit any of the information in your transcript. Your sending institution is responsible for the fulfillment of your request to include the content that is included on your document. Should you have questions regarding the content of your document please reach out to the sending institution directly. 

  -The Parchment Team 

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my transcript through the parchment site on October, 1st. It was first said to be delivered by *****. Then, my package got switched over to ***** Parchment didn't even give me a tracking number. They told me only ***** does tracking numbers. Now, my package through the parchment site said where it at and it says through the site 10-10-23. I also have had numerous problems with my mailman. So, I used the chat site through parchment where I got a case number it is: ******** the person on the chat name was Ad ***. They told me someone would contact me about the issue but nobody did. So today 10/18/23, I told him the case number in the chat that was given to me and he said someone would reach out to you. Still, nobody from Parchment reached out to me. I also called Parchment whose number is **************. They said they would do a reprint of my order and send me a second one. I asked the guy over the phone if, it got lost in the mail again what would happen next. They said they would give me a refund, but they did not allow me to use ***** to give me a tracking number to send the second attempt.I do have a video of that chat. I also tried contacting **** about my concern and reported my mail lost, or stolen, but no one has gotten back to me.

  Business Response

  Date: 10/19/2023

  Thanks for contacting Parchment. We are sorry to hear your document has yet to arrive. I see that you placed order, DID TEQNT4TN on October 1st, 2023. This request was ordered from **************** to be sent to what appears as your address via **** 1st Class Mail. This request was not ordered to be sent via ****** nor does Parchment alter the shipping method once an order is made. Should you wish to have your documents sent via ***** or another method of mailing a new order is required. 

  I do see that a courtesy reprint was issued on October 17th, 2023. The reprint was issued via the same mailing method as your original order, **** 1st Class Mail which does not include tracking or confirmation of delivery. 

  -The Parchment Team. 

• Initial Complaint

  Date:10/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  sept 28 ordered transcripts never received

  Business Response

  Date: 10/06/2023

  Thanks for contacting Parchment. I am following up on your request DID TEQC3X0H. I see that this request was sent successfully to the email address in which it was ordered to be sent to: **********************. This request was acknowledged as being received on October 4th, 2023. 
  
  I understand that the recipient had issues downloading the document that was emailed. As a courtesy, a credit was applied to the Learners Parchment Account for a new order with an updated recipient email. I see a new order was made with this credit, DID TE44FRNH, and was acknowledged by the recipient. Should you require further assistance please reach out and we would be happy to assist. 

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter graduated from highschool in June of this year (23). I requested her transcripts from ******************** (AP & dual enrollment) for her college enrollment under my name as she was & still is UNDER 18. I am thinking about finishing my bachelor's degree & wanted to see my transcripts so I ordered MY transcripts under my name on my account after changing all the information on my site & paying the ********** still sent me HER TRANSCRIPTS. When I complained about receiving her transcripts the reply from *****:Thank you for reaching Parchment."If your Daughter is already 18 years of age, she supposed to have her separate account."-I already explained she is NOT 18!If you created a parent account to order her transcript under your account, you switch the settings of your Parchment account under your name.Case Number: ******** Subject: Missing/incorrect information on credential Order Number: TEQ2KPYM Thank you *****, Learner Support Representative"I REPLIED AND RE-EXPLAINED THAT SHE IS NOT YET 18 & I DID CHANGE ALL THE INFORMATION YET THEY SENT HER TRANSCRIPT. I EXPECT A REFUND OR MY TRANSCRIPT TO BE SENT. I have heard NOTHING.

  Business Response

  Date: 09/27/2023

  Thanks for contacting Parchment. We are sorry to hear you experienced issues when attempting to order your own credentials. The account you initially created was a Parent account, the intent of a parent account is to order your child's credentials. Should you require your own credentials, a learner account with a separate email address would need to be created.

  If you require your own credentials, your options are: 
  

  1. Create a learner account (for your own *********************** with a separate email address other than what email is associated with your parent account.

  2. Disable the current parent account, create a learner account with the email address associated with your parent account. Should you need to request records for your child, while they are under the age of 18, you can create a new parent account with a separate email address. 

  Once a parent account is created, it cannot be converted to a learner account to order your own credentials. 

  -The Parchment Team

  Customer Answer

  Date: 09/27/2023

  I received this response by email also, but it is the 4th response by the 4th different person at Parchment.

  "I've created this case to contact the school on your behalf. we will contact you via email through this case when we've reached ********************************** about the order.

  Case Number: ********

  Order Number: TEQ2KPYM
  

  Thank you, *****"

  "We apologize that you received the wrong transcript from ********************************** for order TEQ2KPYM. I have reset this order back to the sending schools Open Orders To Do list so that they can process the order with the correct student document. 

  Let us know if you have any further questions.
  Case Number: ********
  Order Number: TEQ2KPYM
  Thank you, ******"

  Then ****** sent another email to tell me I needed 2 emails to have a parent & a learner account. I want the correct transcript or my money returned. There has been no effort on their part.
  

  Business Response

  Date: 09/28/2023

  Thanks for contacting Parchment. Your transcript was sent and acknowledged by you on September 23, 2023. 

  Customer Answer

  Date: 10/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and consider the matter closed. I would encourage the Parchment group to better manage their messaging as they send out multiple cross messages making it very confusing & infuriating to deal with issues relating to problems with their company.  
  
  Regards,
  
  *********************************