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: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

• Initial Complaint

  Date:03/31/2025

  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 a copy of my college transcript from this ************************** , expecting to receive a physical copy by mail. However, they only provided a digital version via email, which disappeared after 30 days. There was no clear warning about this limitation, and when I reached out for assistance, I received little to no support. They kept hanging up on me and never return my emails or phone calls

  Business Response

  Date: 04/04/2025

  Thanks for contacting Parchment. After further review, I see that you placed two orders within your Parchment Learner Account. You requested one paper document to be mailed to what appears to be your address and one to be sent electronically to what appears to be your email address. Parchment is unable to alter the delivery method after an order is made. If multiple printed copies are required, another order and payment is required. 

  -The Parchment Team

• Initial Complaint

  Date:03/24/2025

  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 placed an order on Friday afternoon and realized shortly after, within minutes of submitting, that I had made an error (as this was my first time using the website). I immediately reached out to customer support, but did not receive any response until Monday morning, after the order had already been processed and completed. While I acknowledge that the mistake was mine, Im disappointed by the lack of guidance from customer support on how to resolve the issue.Despite multiple attempts to request a credit or a solution that would allow me to place the correct order, Ive only experienced unhelpful responses and delays. On top of that, my requests to escalate the matter to a supervisor have been ignored, and Ive been stuck in a frustrating back-and-forth with no resolution. This has been a very unprofessional experience, and Im extremely dissatisfied with the level of customer service provided. I would expect a more proactive approach when it comes to assisting customers, especially in situations like this.

  Business Response

  Date: 03/25/2025

  Thanks for contacting Parchment. Sorry to hear you made a mistake while ordering, unfortunately once an order is made Parchment is unable to alter the request. It is the requestors responsibility to ensure the correct order information is provided at the time the order is made. Please see Parchments Payment policy which can be found here: **************************************************************************

  I see you requested a credit on your request, please note credits can only be used if ordering from the same sending institution. Since you are requesting to order from another sending institution, a credit cannot be issued. I have however issued a complimentary refund, should you require your documents from another institution a new order is required. 

  -The Parchment Team

• Initial Complaint

  Date:03/20/2025

  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 placed an order with Parchment to have a past school's grades sent to my email. I paid almost $11 for the service. That school placed my order on hold and said they have to go through archives. It has been over a month. I emailed Parchment for support and they were essentially like, this is not our problem. You need to call the school and you make them deal with it. This is not acceptable to me. Parchment requires a fee for service and a service they should provide. There is no reason why their employees cannot follow up on this themselves, that's what their business is, a documentation retrieval service. They should have the technology built into their own platform that if a certain length of time has passed and the schools have not complied with the request, that Parchment cancel the order and process the refund themselves. I do not get paid to do their work for them. If they would like to pay me to do their job, I charge $125 an hour.

  Business Response

  Date: 03/24/2025

  Thanks for contacting Parchment. Sorry to hear your order has yet to be fulfilled. Please note, Parchment serves as an ordering platform, it is the sending schools responsibility to fulfill your request. We would be happy to reach out to ****************** on your behalf. We also recommend reaching out to the record keeper as well, in this case the record keeper is Ancora Education. 

  The Parchment Team 

• Initial Complaint

  Date:03/19/2025

  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.

  In 2023, I graduated from the ***************************. Upon graduating, I ordered an official transcript through the 3rd party service, PARCHMENT, use of the 3rd party service being required by the university. After receiving my transcript digitally, I downloaded it to my computer, and found the document to be password protected. As the purchaser of this document, as well as the individual of which the information contained within the document pertains directly and solely to, I was very upset that my own information was password protected without my consent or prior knowledge, and therefore; inaccessible, rendering the transaction essentially useless. I had paid for my own transcript, which was now password protected without my consent, that password being withheld by the company it was purchased from, rendering my purchased document inaccessible, completely preventing access to information that was not only purchased by me, but contained my own personal information on it. Now in 2025, I applying for a new job, need to access the document again. Realizing it is password protected, I scour the Internet for the service number and place a call to receive assistance. My call is picked up, I explain my situation ie. I have a document that I have purchased downloaded onto my computer that has been encrypted without my consent rendering access impossible. As a customer, I expected the customer service representative to be understanding, and provide assistance. She was dismissive and uninterested in helping me gain access to the already purchased and downloaded document. Instead, informing me that I must purchase another transcript, which is likely going to be password protected and leave me in the same boat, once again. This company is predatory and violated our purchase agreement by preventing access to a document which I paid for. I would like to receive a new copy of my transcript, that is actually accessible by me, the rightful owner.

  Business Response

  Date: 03/24/2025

  Thanks for contacting Parchment. We are sorry to hear you were unable to retrieve your transcript after saving it to your computer. I see you reached out to our team regarding order TESDHX1K and that a credit was issued to your Parchment learner account. The complimentary credit that was issued was used to place a new order, by you, TE8XIYCM. Since a credit was already issued to your Parchment learner account and the credit was used, if you are unable to access your transcript a new order and payment is required. 

   

• Initial Complaint

  Date:03/14/2025

  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 ordered transcript and the email link came. I click the link and the image was blank. I have sent several emails and no response after the first one stating they would resend. It was never sent. Total ripoff. They say you can access the transcript for up to 30 days. ****. No link to reopen or find it in the file. This is ridiculous. I NEED MY **** TRANSCRIPTS.

  Business Response

  Date: 03/19/2025

  Thanks for contacting Parchment. Sorry to hear you were unable to successfully retrieve your document. After further review, I see you were sent multiple emails to include a confirmation of acknowledgement on February 21, 2025 followed by another notification on February 24, 2025. I see you reached out to our support team on March 1, 2025 as well. A member of our support team replied to your inquiry and stated a complimentary resend was processed for your request. 

  -The Parchment Team 

• Initial Complaint

  Date:03/06/2025

  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.

  The customer service here is abysmal. I need a transcript to keep from losing my job and they keep canceling the order. The chatbot only allows limited responses and if you call you stay on the phone for hours.

  Business Response

  Date: 03/12/2025

  Thanks for contacting Parchment, sorry to hear you were unable to connect with an agent. Can you please confirm your document ID so that I can assist you further? 

  -The Parchment Team 

• Initial Complaint

  Date:02/28/2025

  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.

  On 2/23/2025 I placed an order (I paid $15) for my MSN transcript to be sent to the Association of ************* Nurses email I provided. I checked with my school to ensure that all of my classes were marked as complete and that my transcript was updated. Parchment then sent my BSN transcript instead, delaying my authorization to test for the Board. When I contacted them asking for a refund they refused to give me my $15 back and also refused to acknowledge that they sent the wrong transcript. They act as if they have no responsibility to deliver the correct product and nothing ever seems to be their fault, judging by how they respond to their other customers. This is the response I received from customer service: ****************** is a secured 3rd party delivery service and can only deliver what your school creates as we do not store student data or records. Since this order was completed & processed by your receiving email address, we would no longer possess the ability to refund nor credit the cost of it. We apologize for the inconvenience.Whoever runs this branch should be ashamed for stealing money from hardworking people. I want my money refunded back onto the card I gave for the transaction, I have no use for credit.

  Business Response

  Date: 03/06/2025

  Thanks for contacting Parchment. Sorry to hear the incorrect document was sent. Please note, Parchment is an ordering platform, Parchment is unable to edit or alter your documents. The sending institution is responsible for the processing and content of your data. As mentioned in your support case, we advised to contact your sending institution directly. Since a new order was made, and the correct document was issued we will not be reaching out to your institution on your behalf. A complimentary refund has been issued, the credit could have been applied to the new order you made on 2/26/25.

  -The Parchment Team 

  Customer Answer

  Date: 03/06/2025

  Just a few days ago I received a response from your customer service representative ******** stating that I would not get a refund. I do not have weeks to wait for a refund to place a new order, that would delay my ability to be able to receive clearance for my Board examination. As of now I have not received a refund to my card that was charged. I will continue to reject your proposed solutions until I see my money back into my account. 

  Business Response

  Date: 03/12/2025

  Sorry to hear you have yet to receive your refund. A refund was issued on March 6th, 2025. Parchment has no control over when your bank releases the refund to your payment method. 

  Parchment. 

• Initial Complaint

  Date:02/13/2025

  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.

  After passing all the *** exams in the State of ******* on February 5, 2025, and having paid $152.00 US dollars for exams fees, I was issued a *********** Diploma and a Score Card .Unlike in the Score Card, on the Diploma my name contained an error ( middle name was substituted for middle initial).Upon contacting Parchment they agreed to fix the mistake, but wanted me to pay a fee for what they have described as an "update", stating the reason that the "candidate"( in this case me) registered the name like it was on the printed Diploma.I replied to them saying that this was incorrect, and include proof for it such as : Official Score Card in which my name is complete and full ( issued at the same time as the *************************** ID used to identify myself to the test administrators at the time of taking the tests, which also contains my full legal name including the middle one.After my last communication with them via email they stopped replying to me.For that reason I asked to be provided with a *********** Diploma with my correct legal full name on it for free, because on their website it clearly states that I am entitled to one free electronic Diploma and one free electronic Transcript (Score Card).

  Business Response

  Date: 02/26/2025

  Thanks for contacting Parchment. Sorry to hear of the trouble this may have caused. Please note, Parchment serves as an ordering platform and delivery service. Parchment cannot alter your information as it appears on your record. After reviewing your Support inquiry, I can confirm that GED made the requested change to your name. Per GED when your account was created, your middle name was not included in the middle name field.  If you wish to receive paper documents that reflect your name adjustment, a new order and payment is required. *** does not provide free hard copies. 

  -The Parchment Team.