Have been using Beryl for years. In the last year or so the prices have gone up but the service has gone massively downhill. Poorly maintained bikes have led to dangerous situations where breaks or ge... Leggi di più
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I’ve been using Beryl bikes regularly for over a year, but I’ve been having ongoing issues with parking when using the newer bikes. Quite often when I end my ride, the app says the bike is not on the... Leggi di più
I received a very speedy response from customer support today after discovering a couple of damaged e-bikes. Fault report raised and the fleet maintenance team tasked with repair. It’s good to rece... Leggi di più
I really enjoy using this service. Pre purchasing minutes saves me money on what I’d spend using public transport like bus or train. Customer services are kind and helpful. Had issues with journ... Leggi di più
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Scritti dall'azienda
Beryl is on a mission to get people moving around cities in a more sustainable way. Find out more about our bike, e-bike and scooter share schemes across the UK. Or buy one of our lights for your own personal bike. All our products have been designed and built with people and safety at its heart.
Informazioni di contatto
The Green House, 244-254 Cambridge Heath Rd., E2 9DA, London, Regno Unito
- +44 0203 0035044
- support@beryl.cc
- beryl.cc
4,0
Molto buono
819 recensioni
Ha risposto al 98% delle recensioni negative ricevute
Solitamente risponde entro 48 ore
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Le persone hanno visualizzato anche
Sherry was fantastic and really helped…
Sherry was fantastic and really helped me out!!
14 dicembre 2025
Non scritta su invito
The bikes locking mechanism is so bad…
The bikes locking mechanism is so bad it doesn’t work, they are aware of this issue. They then charge you £10 unlocked vehicle fee. Scam.
8 dicembre 2025
Non scritta su invito
Risposta di Beryl
Good Afternoon
Thank you for taking the time to provide feedback regarding your recent experience with our bikes. I am truly sorry to hear that you had a negative experience with the quality of the bike and the service provided. We aim to offer reliable and enjoyable rides.
As you are unable to provide evidence, your ride has ended with the £10 Unlocked Vehicle Fee.
As per sections 13.6 and 13.9 of our Terms of Service, this is our standard procedure, and we must request documentation to support any refund claim.
To ensure your concern is thoroughly investigated, we have requested our dedicated on-street team to inspect the lock and confirm the fault you reported as a priority. Please allow up to 48 hours for this inspection to be completed.
Once we have received the report, a refund will be issued if a fault is identified. We appreciate your patience and understanding while we work through this.
Thank you for your patience and understanding in this matter.
Kind regards
Scott Campbell
Customer Operations & Risk Manager
Beryl
Nice use case
Nice use case. I took a train up to Norwich for the football and was able to get from one side of the city to the other pretty quickly. In fact I was able to meet up with my mates and have a quick pint long before the game even started. Reasonable price too. Around as much as a bus ticket but with much more freedom.
6 dicembre 2025
Non scritta su invito
Patricia was incredibly helpful and…
Patricia was incredibly helpful and quick to respond. Absolutely made my day!
8 dicembre 2025
Non scritta su invito
Awesome Beryl!!!
Quick, very helpful, sorted my issue as quick as a Ferrari! So glad to have beryl in Norwich!
30 novembre 2025
Non scritta su invito
Evan on the customer service team is brilliant
Had a few bikes that wouldn’t unlock. Messaged the team and they got one unlocked and dealt with another query for me really well
26 novembre 2025
Non scritta su invito
A service going downhill in Leeds
I’ll start this review by saying the service used to be great, good availability, with no issues, however over the past few months there has been a dramatic drop in service. I’d also like to caveat that the customer service team are fantastic and always quickly respond and refund you where there’s an issue (they must also be fed up of me messaging in 3+ times a week).
Now for the issues:
Availability has become really poor in Leeds. In the Holbeck area I’m currently lucky if there’s 1 or 2 bikes within walking distance and then it’s a lottery to see if the bike has enough charge on it.
The bikes may say that they have 20 mins plus on there, however they frequently run out mid journey leading you to lug a heavy bike uphill for parts of your journey.
There are also frequent unlocking issues, you’ll think you’ve hit the jackpot after seeing a bike available in the area and then you’ll be hit with an unlock error and have to walk.
The app is also extremely slow and laggy, probably adding a minute on to each journey as you battle for it to unlock as you get to the bike.
To rectify these issues, the following needs to be looked at:
More bikes as well as distributing the bikes more evenly across Leeds. Some stops always have 5+ with other areas being lucky to have 1.
Fix the unlocking and electric cutting out issues.
Updates to the app to make it more responsive and stop adding on minutes to the Journey.
24 novembre 2025
Non scritta su invito
Risposta di Beryl
Good Afternoon Cavan,
I would like to express my gratitude for your valuable feedback. We greatly appreciate all feedback, whether positive or negative, as it allows us to continuously develop and improve our business.
Firstly, we truly appreciate your acknowledgement of our Customer Support Team. Your kind words mean a lot to us, and we’re glad the team has been able to support you when issues arise.
We’re very sorry to hear about the decline in your experience over recent months, particularly around availability and bike performance. This is not the standard we aim to provide, and we understand how frustrating these recurring issues must be.
We will look into the issues you raised around bike availability, battery performance, unlocking errors, and app responsiveness. Our Operations Team will review fleet distribution across Leeds and investigate any bikes with unexpected battery or performance issues. We will also address unlocking problems and continue improving the app to make rides smoother and quicker to end.
Thank you again for your constructive feedback. We are committed to improving your experience in Leeds and hope we can restore your confidence in the service.
Kind regards,
Scott Campbell
Customer Service and Operations Manager
Beryl
Absolute scam
Absolute scam - they literally make it so difficult to end the ride. I locked my bike into the bracket - app then said it couldn’t end the ride and it was an error. All of a sudden I’m being charged a call out fee to inspect the vehicle. Disgrace of a company and the bikes are terrible. Do not use this app.
23 novembre 2025
Non scritta su invito
Risposta di Beryl
Good Afternoon,
Thank you for your feedback. We greatly appreciate all forms of feedback, whether positive or negative, as it helps us to continuously develop and improve our business.
As per our Terms of Service, in the event that you encounter an issue preventing you from locking the vehicle, you must provide a clear video recording demonstrating the locking issue. This allows our team to verify the problem and ensure you are not unfairly charged.
Please see Section 13.6 of our Terms of Service for full details: https://beryl.cc/terms
We never want a user to feel frustrated, and we certainly have no intention of making the process difficult. We do not charge any call-out fee; the fee applied would have been a fine for leaving a bike unlocked. If you believe this has been applied in error, or you have the required video, please contact our Customer Support Team via email at support@beryl.cc
We’d really like the opportunity to resolve this and restore your confidence in our service.
Kind regards,
Scott Campbell
Customer Service and Operations Manager
Beryl
Best consumer service ever.
I emailed to ask for a refund on two scooters that did not work. I got a response in the same minute of sending the email, a full refund and ten free minutes of rides as a kind gesture. I have never been so pleased with customer service in my life. So a big thank you to Sherry from Beryl!
23 novembre 2025
Non scritta su invito
Awful
I use these bikes in Brighton, where they replaced the dreadful Social Bicycles. They aren’t much better, but they are much more expensive to use, so in practice they’re a big step backwards. Bikes are unreliable: often of a rack of 10 bikes only one will actually unlock, and it may take two or three tries to unlock if. At the end of the ride the bikes often won’t lock at all. The electric bikes are underpowered, and it’s not possible to tell before hiring them how much charge is left in the battery. The only current service that even comes close to this level of poor quality is Dott.
19 novembre 2025
Non scritta su invito
Risposta di Beryl
Good Afternoon Jim,
Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business. Please accept our sincere apologies for the inconvenience this has caused you.
We take maintenance and safety seriously, and I assure you that we will inspect the bikes thoroughly to address any faults. Your feedback is invaluable in helping us identify areas for improvement, and we are committed to ensuring that our bikes are in top condition for all users.
You can check the vehicle battery range in the app before you hire. Please click on the bay to see the estimated range of the available vehicles in the bay. This range is indicative only - the actual battery life will vary depending on how fast you are riding, the weight of the rider and anything being carried, and the steepness of any hills you're climbing.
Please rest assured that we are committed to improving and providing a better experience for our customers.
Kind regards
Scott Campbell
Customer Service & Operations Manager
Beryl
Leeds - so unreliable
When they work, they’re a delight. When they don’t, which is 9 times out of 10, it is the most inconvenient and frustrating experience. The first bike I try almost never unlocks, bays near me in residential areas are frequently empty and 15 mins walk from the next nearest bay. The lock up mechanism lags so that they get extra money from you. And a few times I’ve had bikes stop mid journey, leaving me to lug a massive heavy bike somewhere safe and miles away from my destination (once 45 mins from home after work in a dark and slightly sketchy area.
Sure their customer service is great, but I should have to be requesting money and minutes back literally every other journey. What is supposed to be a nicer way to commute than the bus ends up being very stressful and hit and miss to the point I’ve had to give up using. It’s a shame they haven’t been able to get to et it up to scratch in Leeds- not yet at least?
17 novembre 2025
Non scritta su invito
Risposta di Beryl
Good Afternoon Izzy,
Thank you for taking the time to provide feedback regarding your recent experience with our bikes. I am truly sorry to hear that you had a negative experience with the quality of the bike and the service provided. We aim to offer reliable and enjoyable rides, and it is clear that we did not meet your expectations this time.
Regarding the end ride delay you mentioned, the lock mechanism should not be causing unexpected charges, and we are actively monitoring these reports to make improvements. If you ever notice a charge that does not look right, please continue to reach out. We are always happy to correct it.
In order to better assist you, may I kindly request for your Beryl account details via an email to support@beryl.cc
I would be happy to share my personal email with you, and I encourage you to reach out to me with any further comments, concerns, or suggestions that you may have.
We’ll strive to do better.
Kind regards
Scott Campbell
Customer Service & Operations Manager
Beryl
The most efficient customer service…
The most efficient customer service team I have ever dealt with. Communication is clear, kind and informative. I just love dealing with them. I’m happy no matter the outcome.
14 novembre 2025
Non scritta su invito
Sherry was amazing help after I was…
Sherry was amazing help after I was initially a miserable customer using her as a digital punching bag. Give her a raise
13 novembre 2025
Non scritta su invito
If I could I’d give it a ZERO
I'm writing this review after being charged £30 for a bike lock malfunction, and experiencing some of the worst customer service I've ever encountered.
I used a Beryl bike and attempted to lock it as normal. The app continued showing my ride as ongoing, so I immediately reported the issue - exactly as I've done on previous occasions when the system has glitched. In the past, Beryl resolved these reports without question. This time? Completely different story.
Beryl sent an operative to check the bike after I'd reported the problem and left the area. They then claimed this proved I'd "initially left it unlocked." Think about that logic for a moment - how can someone checking a bike later possibly prove what state it was in when I left it? The bike could have been tampered with, or the lock could have failed in the interim. Yet Beryl is treating this as conclusive "evidence" and charging me £30.
The staff member who dealt with my initial complaint (Ana) was accusatory and dismissive, essentially calling me a liar rather than treating this as a potential technical fault. But it gets worse.
Today, I called to discuss the matter further. Mid-conversation, the staff member told me to "go speak to the manager" and hung up the phone on me - this actually made me very upset as I could not believe how rude they spoke to me over malfunctioning locks. I will be requesting the recording of that call because this behaviour is absolutely unacceptable.
Previous lock issues were resolved without charge. I was at work and fully thought I managed to lock it.
Basing a £30 charge on an operative's report that cannot possibly establish what happened initially. Beryl's locks are known to malfunction, yet customers are blamed
Appalling staff conduct - From accusatory responses to literally hanging up on customers. Their management (Scott Campbell) backing his staff regardless of how poorly they've handled the situation
If you use Beryl bikes, be warned: if their system malfunctions (and it does), you'll be blamed, charged, treated like a criminal, and dismissed by management. The company shows no interest in fair treatment of customers or acknowledging their own technical issues.
I've been a regular user, but after this experience and the disgraceful way I've been treated, I cannot recommend Beryl to anyone. There are other bike-share schemes in most cities - use them instead.
I will be pursuing this complaint further and will be requesting recordings of my phone calls with staff. I strongly advise other customers experiencing similar issues to document everything and escalate immediately.
Update: Scott Campbell replied. At no point was I asked to provide pictures, and funnily enough I actually do have a picture of the lock locking half way. If Scott lies again I will providing full chat screenshots too. Absolutely rubbish service.
7 novembre 2025
Non scritta su invito
Risposta di Beryl
Good Afternoon Giusy,
Thank you for your feedback.
When you first contacted us, you stated that the bike was locked. As we explained at the time, per our Terms of Service, we require documentation such as photos or videos to support a refund/removal of charges claim. Unfortunately, you were unable to provide any evidence clearly showing a fault with the lock, so we were unable to approve a refund at that stage.
In cases like this, Beryl arranges for an on-street inspection of the reported vehicle within 72 hours. During this inspection, a locking test is conducted:
If the lock is found to be functioning correctly and can be secured, no refund/removal of charges will be issued.
If the on-street team confirms a genuine locking fault, a refund/removal of charges will be issued automatically for the affected journey.
In your case, our on-street operative attended the bike as part of this process and found that it was left unlocked and was successfully secured when they attempted to lock it. We provided evidence of this to confirm that the £30 charge was correctly applied in line with our Terms of Service for users who fail to lock the bike fully.
We also note that there were inconsistencies in your account of the situation. Initially, you stated the bike was locked, but later mentioned that the back lock would only go halfway. Our team reviewed these statements and confirmed that the on-street inspection followed the correct procedure.
I have reviewed the full interaction with my colleagues, who acted in line with our established support processes. In situations where a user reports a bike as locked, but our system shows otherwise and no evidence of a fault is provided, the appropriate procedure is to send an on-street operative to verify the bike. In this case, the operative’s inspection confirmed that the bike was left unlocked and therefore the £30 charge was correctly applied.
We understand that technical issues can be frustrating and that past experiences may have been resolved differently. However, our process ensures that any genuine faults are investigated and refunds issued where appropriate, and in this instance, the evidence showed that no fault with the lock occurred.
We appreciate your feedback and take all customer concerns seriously. Please be assured that we are committed to maintaining fair and consistent treatment for all users.
Kind regards
Scott Campbell
Customer Service and Operations Manager
Beryl
At first I was charged a fee for not…
At first I was charged a fee for not locking to bike which was frustrating to say the least.
But the team was amazing, quick service complete understating and they reversed the charge as I had locked the bike.
6 novembre 2025
Non scritta su invito
Agent was very helpful and reliable
Agent was very helpful and reliable
3 novembre 2025
Non scritta su invito
I needed some help from customer…
I needed some help from customer services relating to vehicle problems and billing, on both occasions Sherry sorted the problem immediately, great service!
2 novembre 2025
Non scritta su invito
I was charged for not locking the bike…
I was charged for not locking the bike despite locking it both front and rear. Once, I contacted the help support regarding the issue, they understood my problem and also provided the solution quite instantly.
I'm quite happy with the service. Thanks Sherry.
29 ottobre 2025
Non scritta su invito
1st time
1st time, and probably last time using this service. E Bike was broken, and was difficult to lock. Could have caught a taxi for the same price :(
27 ottobre 2025
Non scritta su invito
Risposta di Beryl
Good Morning Mary,
Thank you for taking the time to provide feedback regarding your recent experience with our bikes. I am truly sorry to hear that you had a negative experience with the quality of the bike and the service provided. We aim to offer reliable and enjoyable rides, and it is clear that we did not meet your expectations this time.
We take maintenance seriously, and I assure you that we will inspect the bikes thoroughly to address any faults. Your feedback is invaluable in helping us identify areas for improvement, and we are committed to ensuring that our bikes are in top condition for all users.
In order to better assist you, may I kindly request for your Beryl account details via an email to support@beryl.cc
Please rest assured that we are committed to improving and providing a better experience for our customers.
Kind regards
Scott Campbell
Customer Service & Operations Manager
Beryl
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