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
Embora não verifiquemos reivindicações específicas uma vez que os autores têm direito a ter a sua opinião, podemos classificar as opiniões como "Verificadas" quando conseguimos confirmar a ocorrência de uma interação com a empresa. Saber mais
Para proteger a integridade da plataforma, todas as opiniões na nossa plataforma (verificadas ou não) são analisadas pelo nosso software automatizado 24 horas por dia, 7 dias por semana. Esta tecnologia foi concebida para identificar e remover conteúdos que violam as nossas diretrizes, incluindo opiniões que não se baseiam numa experiência real. É possível que não consigamos dar conta de tudo, pelo que poderá sinalizar alguma coisa que ache que nos possa ter escapado. Saber mais
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
3,9
Bom
915 opiniões
Sem histórico recente de solicitação de opiniões
Esta empresa não convidou os clientes recentemente, pelo que as opiniões podem não ser representativas
Respondeu a 100% das suas opiniões negativas
Geralmente responde dentro de uma semana
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
As pessoas também visitaram
The customer service live chat is…
The customer service live chat is quick, responsive and helpful. Lizzie went above and beyond to address my issue. Thank you!
18 de junho de 2026
Opinião espontânea
Terrible bikes. Do not trust
In Leeds the bikes are completely unusable. Customer service is ok when complaining and regarding refunds but the bikes are the least reliable things ever. Needs sorting out. Complete joke
17 de junho de 2026
Opinião espontânea
Resposta da Beryl
Good Afternoon Jack,
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 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.
In order to better assist you, may I kindly request for your Beryl account details via an email to support@beryl.cc
We’ll strive to do better.
Kind regards
Scott Campbell
Customer Operations & Risk Manager
Beryl
Lizzie was online supporter
Lizzie was online supporter. It was very helpful for me to deal with locking bike
8 de junho de 2026
Opinião espontânea
Overcharge and glitches
I used it in beighton for almost two weeks daily and found it better than Uber cost or the bus however the app and lock/unlock mechanism is glitchy and there is consistent issue with ending the ride and being over charged or spending time of upto 5 mkns to end the ride. There was also challenge of the app and ride disappearing often. Customer support is responsive but only certain hours and they ask for proof and questions which clearly we can't be expected to track and keep as it's the job of the app and not mine to do that. Many time I was given refund for overcharge but once I wasn't and was even almost argued with and it took almost 20 to 30 minutes to resolve the issue. The bikes are also not in great shape. Many have broken seats or broken bells or not bells or gear switching issue. I would use it less frequently and during non peak hours when better shaped bikes are available.
30 de maio de 2026
Opinião espontânea
Resposta da Beryl
Good Morning Rohit,
Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.
I’m glad to hear that you found the service to be a cost effective alternative to Uber and the bus while riding in Brighton. That said, the issues you’ve described around the app reliability, locking mechanism, and bike condition are not the experience we want for our riders.
Regarding the specific journey you mentioned, our Customer Support bot initially confirmed:
"Currently, our customer support services are unavailable. We will thoroughly assess this conversation and address any concerns or incorrect payments at 7am when we resume operations."
However, due to a delayed locking system update, the journey remained active until 21:31:15. This resulted in an additional 6 minutes and 58 seconds being charged beyond the actual ride time. This was identified, clearly explained with supporting evidence, and the additional time was credited back to your account, ensuring you were at no financial loss. Your charge was adjusted accurately when this was raised with our Customer Support team.
We are continuing to improve both app performance and fleet maintenance, and your comments help us focus on where improvements are needed most.
Thank you again for your feedback.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Sherry was extremely helpful and sorted…
Sherry was extremely helpful and sorted out our issue promptly.
30 de maio de 2026
Opinião espontânea
Generally pretty bad experience with…
Generally pretty bad experience with Beryl bikes in Guildford. I’ve used them a lot and there’s just been too many negative experiences.
Guildford has pretty bad data reception so opening and locking a bike can be very frustrating.
I had planned to use Beryl when a friend from abroad was visiting but for 3 days straight there were either one or no bikes in the multiple bays in my area. It wouldn’t have mattered though because the app made it very difficult for my friend to use and ultimately wasn’t able to because it required him to receive an SMS which he couldn’t do on his travel sim. It was very easy for him to use a Lime bike in London.
A lot of the older bikes are in very bad condition and often don’t have enough power to ride up a hill. The new bikes are nice but are very heavy to manoeuvre if you need to pick it up. They also lack a phone holder for navigation.
The fact that the minute packs expire is ridiculous.
At this point I’m going to write to the council to get a contract with another company because I’m sick of Beryl in Guildford.
28 de maio de 2026
Opinião espontânea
Resposta da Beryl
Good Afternoon Michael,
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. I'm truly sorry to hear about your recent experience with our service and the challenges you encountered.
We do have many international users who are able to register and hire successfully with us, we recognise that the SMS verification process may not work seamlessly in every situation. Your feedback on this is valuable and will be shared with our product team as we continue to improve accessibility.
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.
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.
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
Best customer service out there
Best customer service out there
Understood my problem and solved it quickly
Very happy with the customer service.
25 de maio de 2026
Opinião espontânea
What a rip off
Nice bike didn’t accept the tap and go! However the fees at 18p per minute are excessive and doesn’t encourage exercise. The bus is far cheaper and probably more comfortable. I have deleted my account and won’t be using the beryl bike again. Nothing but Agro from start to finish the bike wouldn’t unlock the bike couldn’t finish very very very very expensive not for me thank you.
24 de maio de 2026
Opinião espontânea
Resposta da Beryl
Good Morning Phillip,
Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.
Our aim is to provide an affordable and convenient alternative to other forms of transport, and we regret that this was not reflected in your experience. We are continuously reviewing our pricing structure to ensure it offers the best value for our users and your feedback is invaluable in this process.
We do offer a range of packages designed to suit multiple riders' needs. Whether you're a daily commuter, a weekend adventurer, or somewhere in between, we've got you covered with options that provide flexibility, affordability, and convenience.
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
KEEP AWAY!
EXTREMELY BAD EXPERIENCE! The LNER collaboration bikes in Bradford all randomly lock up. My cousin was on one and his jammed and he went flying off needing to have 23 stitches on his face and an extremely busted lip. He will need a few months atleast to recover and this is appalling. KEEP AWAY NEVER USE. Frankly these guys are lucky we are not suing even though we still might!
23 de maio de 2026
Opinião espontânea
Resposta da Beryl
Good Morning Abdulhadi,
Thank you for taking the time to share this feedback.
We are very sorry to hear about your cousin’s accident and the injuries he sustained. We appreciate how distressing this experience has been for him and your family, and we wish him a full and speedy recovery.
Following the incident, we have been in direct contact with your cousin’s father to understand the circumstances surrounding what happened and to ensure that appropriate support is being offered. The safety of our riders is our highest priority, and we take incidents of this nature extremely seriously.
Our team is continuing to investigate the circumstances of the incident thoroughly, including reviewing the bike involved and any available ride data. We remain committed to supporting your family throughout this process and encourage you to continue liaising with us directly via support@beryl.cc should there be any additional information or support required.
Thank you again for bringing this matter to our attention.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Quick responses & helpful customer service
Helped me out with my issue with payments immediately, online chat was quick and Sherry was very kind and helpful!
23 de maio de 2026
Opinião espontânea
Great communication and got my problem…
Great communication and got my problem sorted quick
23 de maio de 2026
Opinião espontânea
Excellent Customer Care
Always helpful in resolving issues and will often apply refunds where these can be justified. Fast, efficient and friendly service. If in doubt, reach out!
19 de maio de 2026
Opinião espontânea
Very helpful customer service
Very helpful customer service, I had made a mistake with identifying parking stations and had been charged a fee for parking in the wrong spot, quick and easy customer service and delivered a genuine reply accustomed to my problem/mistake, informing me for next time and also issuing a refund which I found to be an upmost kind gesture. Really good service and reasonably fabulous.
11 de maio de 2026
Opinião espontânea
Bikes in Manchester are basically…
Bikes in Manchester are basically unusable. Rarely unlock, lots of errors re locking and minimal customer service response.
9 de maio de 2026
Opinião espontânea
Resposta da Beryl
Good Afternoon JB,
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 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.
Providing an exceptional customer experience is of utmost importance to us. Our dedicated Customer Service Team is available to assist you from 7am to 9pm, Monday to Sunday, through our Live Chat function. It is our responsibility to ensure that all our users have a positive journey with us.
In order to better assist you, may I kindly request for your Beryl account details? 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.
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
Unreliable, unfortunately.
Six of us went to Weymouth specifically to use these. Two in the party had technical issues, so two had to walk. Then a third rider got booted out 1 mile in. Leaving them to push their bike to the nearest bay. A nice idea, but not ready yet.
4 de maio de 2026
Opinião espontânea
Resposta da Beryl
Good Afternoon Chris,
Thank you for taking the time to leave a review and for sharing your experience.
I’m really sorry to hear that several members of your group encountered technical issues during your trip in Weymouth. That is clearly not the experience we want anyone to have when using our service.
If you’re willing, we would really like to look into the specific rides involved so we can understand exactly what happened and feed this back to our operations teams. Please feel free to contact us at support@beryl.cc with any ride details.
We’ll strive to do better.
Kind regards
Scott Campbell
Customer Operations & Risk Manager
Beryl
Charged £30 for 6km ride!
I’m really disappointed with my experience using Beryl Bikes.
The bike I used was clearly faulty – it seemed stuck in a very low gear, which made the ride slow and unnecessarily difficult. What should have been a quick and easy journey turned into a struggle and took far longer than expected.
On top of that, the closest station to my location has been removed, making the whole service less convenient than it used to be.
The biggest issue, though, is the app. It did not show my running cost during the ride, so I had no way of knowing how much I was being charged in real time. Because of that, I couldn’t make an informed decision to stop early.
I only found out afterwards that I had been charged £30 for a 6 km ride (28 minutes), which is completely unreasonable. For that price, I could have taken multiple taxi journeys in comfort.
It’s frustrating because I chose this as a more sustainable transport option, but instead I feel like I’ve been penalised for it.
Until they fix their bike maintenance and make pricing fully transparent in the app, I wouldn’t recommend using this service.
1 de maio de 2026
Opinião espontânea
Resposta da Beryl
Good Afternoon Marcin,
Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.
I am sorry to hear that the ride did not meet your expectations, particularly in relation to the perceived performance of the vehicle and your experience with the app.
In relation to your comments about journey charges, I can confirm that live pricing is displayed within the app during your ride. However, I appreciate your feedback and will ensure this is shared with the relevant team for review. You paid £1 for the unlock fee and £4.76 for your 28-minute journey – £0.17 per minute when hiring an e-bike.
With regard to your journey end location, we make it clear in our Terms of Service and supporting help guides/articles that all journeys must be ended within a permitted riding zone. This is a core requirement of using the service. You were charged £25 for ending your journey outside of the permitted riding zone.
We introduced changes to the permitted riding zone in 2025. All active bays, where vehicles can be parked free of charge, are shown on the map view using rectangular symbols. When a vehicle is unlocked, ‘P’ symbols are also displayed to indicate approved parking locations.
We strongly advise all users to always refer to the in-app map to locate their nearest active bay. If a bay is suspended, it will not appear on the map. As outlined in our Terms of Service, if you encounter any issue that prevents you from continuing your journey or securely locking the vehicle, you must end the ride at the nearest available bay immediately.
In this instance, as the journey continued for 3.45 miles outside of the required process, you are not eligible for a refund relating to the ride charges.
I can also see that your account has since been deleted. If you decide to reopen it, I would be happy to review the charges again for you directly via support@beryl.cc, particularly as this was only your second journey with us.
Thank you again for your feedback.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Timely and appropriate response.
25 de abril de 2026
Opinião espontânea
Communication was prompt and clear
Communication was prompt and clear, from a clearly knowledgeable customer support. Very fair.
22 de abril de 2026
Opinião espontânea
A Experiência Trustpilot
Qualquer pessoa pode escrever uma opinião na Trustpilot. As pessoas que escrevem opiniões têm direito a editá-las ou eliminá-las a qualquer momento. Estas opiniões serão exibidas enquanto uma conta estiver activa.
Contamos com uma equipa especializada e tecnologia inteligente para proteger a nossa plataforma. Descubra como combatemos opiniões falsas.
Leia mais sobre como processamos as opiniões na Trustpilot.
Aqui estão 8 dicas para escrever óptimas avaliações.
A verificação pode ajudar a garantir que são pessoas reais a escrever as opiniões que lê no Trustpilot.
Oferecer incentivos em troca de opiniões ou solicitá-las selectivamente pode distorcer o TrustScore, o que vai contra as nossas directrizes.