The scooter was great, it did have a fault luckily towards the end of my journey. I spoke to Lizzie on customer service who solved the issue quickly and efficiently. She was kind enough to give me a... Ver mais
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Leia as opiniões dos outros
Used the scooters a few times, once had an issue unlocking but generally all been good. Yesterday I hadn't noticed the bike failed to end the ride, unsure why as I defienetly clicked it, but when I go... Ver mais
App set up and verification isn’t at all straight forward, their customer service is an automated bot app or via email, the feedback form in the app is self-serving and doesn’t give the user a way to... Ver mais
A empresa respondeu
I love using the Beryl scooters. I use them for short journeys to work to help me get there in good time as the bus doesn't take me the full journey. On the few occasions I've run into technical issue... Ver mais
Informações sobre a empresa
Escrito pela empresa
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.
Informações de contacto
The Green House, 244-254 Cambridge Heath Rd., E2 9DA, London, Reino Unido
- +44 0203 0035044
- support@beryl.cc
- beryl.cc
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As pessoas também visitaram
Unbelievably terrible
Unbelievably terrible. Every time I've tried to use beryl bikes as a last resort when there's no other suitable transport the bikes never unlock they still charge your card and even if you do manage to get one they smell terrible like someone's vomited on them. And when they do unlock (in my experience it's about 1 in 20 are successful) then they are in terrible shape they have flat tires and worn out fabric and handlebars. They are so so awful! Lime bike in London is honestly 10000x better, beryl you suck.
5 de agosto de 2026
Opinião espontânea
Resposta da Beryl
Good Morning Sam,
Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.
When a bike fails to unlock, any payment taken is not a ride charge. You may see a £1 pre-authorisation card check on your account. This is a temporary verification to confirm your card is valid and is automatically refunded/cancelled once the check is complete.
We complete a pre-authorisation card check when you:
Add or change a card/payment method.
Start a journey, including attempts that later fail to hire or unlock.
The pending charge is usually cancelled within 7 business days, depending on how quickly your bank processes it. In your bank account, this will appear as "BERYL CARD AUTH".
I can also see that my colleague has provided you with some free minutes following your previous contact with our team.
We’re sorry to hear your comments regarding the condition of the bikes. We regularly monitor and maintain our fleet, and reports about vehicle condition are important in helping us identify and resolve issues. If you encounter a bike that is damaged or not suitable to ride, please report it through the app or contact our support team so we can investigate.
We’ll strive to do better.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Useless, incompetent and ineffective
This company is (to be polite) incompetent and completely rubbish.
Why any local council would engage this third world, car crash app, with scooters & bikes that are never available is beyond comprehension.
Stick to competent providers who can actually deliver a competent basic service like Forest, Voi, and Lime.
Beryl is a pile of s**t
1 de agosto de 2026
Opinião espontânea
Resposta da Beryl
Good Afternoon Greg,
Please accept our sincere apologies for the inconvenience this has caused you.
We understand how frustrating it is when you're unable to find an available vehicle or encounter issues when trying to hire one. We continuously monitor vehicle availability and work with our dedicated on-street teams to inspect, maintain, and redistribute bikes and e-Scooters across our operating areas.
We appreciate your feedback and will ensure it is shared with the relevant team as we continue to improve the reliability and availability of our service.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Bike seat issues
Bike seat kept falling down, i was forced to park it out of bay as it was too dangerous to ride. After chatting with customer service the charges were not removed and I was told I should have tightened the bolt. Told the same thing when I dropped them an email yet it was not made clear in the app beforehand at all how to do this or that it could even be fixed. I’ve been using beryl for a short while now but I won’t be using them again. It’s a shame if they weren’t so uptight about removing one charge they would have made a lot more off me in the long run.
21 de julho de 2026
Opinião espontânea
Resposta da Beryl
Good Afternoon Ben,
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.
We've reviewed your journey, the information you provided, and the findings from our dedicated on-street team.
Following an inspection, no fault was found with the bike, and no other users reported experiencing the issue you described. We also noted that the bike was left less than a minute's walk from the address registered to your account.
The decision not to remove the charge is based on a combination of factors: our on-street team found no fault with the bike, no subsequent users reported the issue, and the bike was left so close to your registered address. For these reasons, the out-of-bay charge was applied correctly and will not be removed.
If you experience a mechanical issue during a future journey, please contact our Support team before leaving the bike so we can investigate and advise on the next steps.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Hired a scooter for a quick appointment…
Hired a scooter for a quick appointment at Brighton general. Beryl bike has staff members in white company branding vehicles. This driver of a white Ford LX74GYZ. Approached me and was abusive first telling me not to park in designated beryl stand and go somewhere else as he didn’t want extra work. I wasn’t even stopped I had to abandon it and walk away. When I denied as it’s my membership right to park anywhere in designated bay. He swore at me and threatened me and was racist and smelt of alcohol Called me a black N. I reported to police who met me and will go looking for him. I reported to beryl and not a single apology. I spoke to Scott on chat for 2 hours who is a manager. No attempt to apologise or support given. Still waiting for a response.
30 de julho de 2026
Opinião espontânea
Resposta da Beryl
We're very sorry to read about your experience and the serious allegations you've raised.
The behaviour you've described falls far below the standards we expect from anyone representing Beryl. We take reports of abusive, threatening or discriminatory behaviour extremely seriously, and we are actively investigating the incident as a priority.
We're also sorry that you feel unsupported following your initial contact with us. Providing a professional and supportive service is something we strive for, and we appreciate you bringing your concerns to our attention.
Our team will continue to investigate the matter thoroughly, and we'll respond to you directly as soon as our investigation is complete.
Kind regards,
Beryl
Such a glitchy app with hardly any…
Such a glitchy app with hardly any bikes in good use. The bikes don’t connect with the app and leaves you looking like you don’t lock the bike and then they charge you so much money.
The customer service team are full of people that don’t really want to help either !
28 de julho de 2026
Opinião espontânea
Resposta da Beryl
Good Afternoon Alice,
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. Please accept our sincere apologies for the inconvenience this has caused you.
We're sorry to hear you experienced difficulties ending your journey.
As outlined in our Terms of Service, we ask riders to provide supporting documentation when submitting a refund request relating to a locking or app issue. This allows us to investigate what happened and determine whether a refund is appropriate.
Please see Section 13.9 of our Terms of Service for further information: https://beryl.cc/terms.
If you'd like us to review your experience again, please contact our Customer Support team via support@beryl.cc with the email address linked to your account and any supporting evidence you have, and we'll be happy to investigate further.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Worst company I have ever hired from
Worst company I have ever hired from, don't recommend it to anyone.
The big thing is that you need to hire a scooter or bike online on its app. We wanted to hire more than one scooter, however, for some reason the app couldn't verify faces on one of the phones so the three of us had to get on one scooter (which was unsafe.)
It definitely isn't suited for groups of three or more. We all complained about the pain we got from the scooter on our feet. The phone holder didn't work well and it kept digging into my body when we had to stop using it!
Waste of time. The three of us should have went in the car. Will not be using Beryl in the futyre
28 de julho de 2026
Opinião espontânea
Resposta da Beryl
Each rider is required to have their own verified Beryl account before they can hire a vehicle. This verification process is in place to help keep our riders and other road users safe. For this reason, multiple people should never travel on a single e-Scooter.
We'd like the opportunity to review what happened, so please contact our Customer Support team via support@beryl.cc with the email address linked to your account and we'll be happy to investigate further.
They are great for getting across the…
They are great for getting across the city and customer services is always very helpful
24 de julho de 2026
Opinião espontânea
Sent my money back explained it well…
Sent my money back explained it well deserves employee of the month or whatever cus she's super help full informative and kind
24 de julho de 2026
Opinião espontânea
Quick and easy way sorted out the query
Quick and easy way sorted out my query,
Understanding and replying in two minutes.
🙂
24 de julho de 2026
Opinião espontânea
Sherry
Sherry was wonderful, really helpful and a quick and simple response/resolution.
⭐️⭐️⭐️⭐️⭐️
22 de julho de 2026
Opinião espontânea
Sheryl
Sheryl helped me with kindness and efficiency and resolve my problem immediatly. Many thanks to her.
18 de julho de 2026
Opinião espontânea
The end is nigh
The end is nigh! Now charging £10 if you can't lock your bike and can't prove it with a video. The amount of time you spend a) unlocking bikes and/or b) locking bikes is silly, but this new £10 thing as per their new t&c's is a joke. Too much admin!
UPDATE: Beryl responded to me today pointing me to the specific t&c’s. This is just box ticking gubbins from their operations teams so take it with a healthy dose of salt. Be prepared for the bikes not locking, the video you submit (if you have time) not being accepted and being charged an additional £10 for an expensive bike ride in the first place.
13 de julho de 2026
Opinião espontânea
Resposta da Beryl
Good Morning Ben,
Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.
The £10 charge is not intended to penalise riders, but to help ensure our bikes are left secure and available for the next user. As outlined in our Terms of Service, if you experience an issue that prevents you from locking a bike, we ask that you provide a clear video showing the lock mechanism and your attempt to secure it. If the video demonstrates a genuine locking issue, our Customer Support team will manually end your journey without applying the unlocked bike charge.
If video evidence isn't provided, we will end the journey and apply the £10 unlocked bike fee in line with our standard policy. Our on-street team will then inspect the bike within 48 hours. If they confirm a genuine locking fault, the charge will be refunded automatically. If the lock is found to be working correctly, the charge will remain. Where an inspection cannot be completed within 48 hours, any associated charges may be refunded at Beryl's discretion.
This process helps us distinguish genuine faults from situations where a bike has simply been left unlocked, protecting the security of our fleet and ensuring bikes remain available for everyone.
You can find full details in Section 13.6 of our Terms of Service: https://beryl.cc/terms.
We appreciate your feedback and will ensure your comments are shared with the relevant team as we continue to review and improve our service.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Customer service is ace
Whilst I have experienced a small handful of problems over the years I've spent using the service the customer support has been phenomenal in resolving issues, providing refunds for overcharged rides and informing me how to use the service with minimal issues.
11 de julho de 2026
Opinião espontânea
Bikes are never available
Bikes are never available, rude customer service. Good idea terribly run company, doing it on the cheap not enough people on the ground
8 de julho de 2026
Opinião espontânea
Resposta da Beryl
Good Morning Al,
We're sorry to hear about your experience and would like to understand what went wrong. Your input helps us improve. Please reach out to us at support@beryl.cc so we can address your concerns and make things right.
We make vehicles unavailable for hire when they need servicing or inspection due to customer and staff reports. This also applies to vehicles out of battery.
If the vehicle is not visible in the app, it means it is unavailable for hire.
Please check the app for all the available vehicles you are able to use. When you click on the Bay in the app, you will be able to see the vehicle number.
We value your opinion and hope to provide a better experience.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Very frustrated with the bikes
Very frustrated with the bikes, many aren’t working, sometimes pausing doesn’t work, I recently got charged due to not being about to pause a journey and when I complained they would not refund. It’s a terrible and expensive service and they need more bikes, more docking stations and lower prices and to give refunds when journeys and days are ruined due to the bikes.
30 de junho de 2026
Opinião espontânea
Resposta da Beryl
Good Afternoon Hannah,
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.
We understand how disappointing it is when a bike doesn't work as expected or you experience issues during a journey. Our team works hard to keep the fleet maintained, and any faults reported are investigated as quickly as possible.
Regarding the £10 out of bay charge you mentioned, this was refunded after you re-hired the bike and returned it to a bay. We explained this during our live chat conversation, and the refund has since been processed.
We appreciate your feedback about bike availability, parking bays and pricing, and we'll make sure it's shared with the relevant teams as we continue to improve the service.
Please rest assured that we are committed to improving and providing a better experience for our customers.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Very quick response time
Very quick response time. Problem sorted within minutes
30 de junho de 2026
Opinião espontânea
Convenient w/ Great Customer Service
Had a few struggles navigating this at first since I’ve never hired a bike before, but customer service had gotten back to me so quickly and were really attentive! I spoke to Lizzie, who immediately understood the situation and provided me with a great solution, which helped add to my peace of mind! Will be using again 👍🏾
27 de junho de 2026
Opinião espontânea
Excellent Service
Very fast customer service, was helped within 5 minutes for a refund. Thank you Sherry.
23 de junho de 2026
Opinião espontânea
Needed help with a billing enquiry from…
Needed help with a billing enquiry from earlier today it was rectified really quickly and Sherry was so helpful.
The online chat on some schemes can take so long to connect but my total interaction was no more than a couple of minutes. So efficient!!
21 de junho de 2026
Opinião espontânea
Always excellent support provided.
Locking the bikes at the end of the ride is sometimes hampered by local mobile signal quality; but have always had a very prompt and positive response from the support team.
20 de junho de 2026
Opinião espontânea
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