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... Ver mais
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Veja o que dizem as avaliações
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... Ver mais
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... Ver mais
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... Ver mais
Detalhes da 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 contato
The Green House, 244-254 Cambridge Heath Rd., E2 9DA, London, Reino Unido
- +44 0203 0035044
- support@beryl.cc
- beryl.cc
4,0
Muito Bom
820 avaliações
Respondeu a 98% das avaliações negativas
Normalmente responde dentro de 48 horas
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Found a promo code to get some free…
Found a promo code to get some free minutes, which I thought was really cool. Used the code and they have now accused me of fraud for doing so and have permabanned my account meaning I can't ever use their bikes. Absolutely ridiculous, I'm beyond livid
1 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon,
Thank you for your feedback. We appreciate it as it helps us improve and we apologise for the inconvenience caused.
Your account was restricted due to the use of a voucher code that provided £120 worth of free minutes. This code was issued as part of a limited promotion and was not intended for general use. We’re aware that it was widely shared online, and we understand that many users may not have known it was ineligible for broader distribution. As outlined in our Terms and Conditions, promotions and voucher codes may be limited in their redemption and are subject to their own eligibility criteria. The use of this code by users who were not directly provided with it constitutes a breach of those conditions.
While it’s important for us to maintain the integrity of our promotional campaigns, we also want to approach this fairly. I’ll be working with our dedicated tech team to explore whether it is possible to remove the voucher from your account and reinstate your access to our services.
Please be assured that your case is being reviewed carefully. We will follow up with an update as soon as we have more information.
Thank you again for your understanding, and for giving us the opportunity to look into this further.
Best regards,
Scott Campbell
Customer Service & Operations Manager
Beryl
Don't trust any disocunt code they give you !
I used a disocunt code tghat gave me some free minute that a freind sent me!
Next week they banned my account and accused me of fraud! for useing a disocunt code.
I don't actually use the bikes much cos they are awful to use, but i'm furious that they are telling me that i should not have used a disocunt code that tjhey created and that I have commited fraud, rtaher than they made a mistake!
5 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Charles,
Thank you for your feedback. We appreciate it as it helps us improve and we apologise for the inconvenience caused.
Your account was restricted due to the use of a voucher code that provided £120 worth of free minutes. This code was issued as part of a limited promotion and was not intended for general use. We’re aware that it was widely shared online, and we understand that many users may not have known it was ineligible for broader distribution. As outlined in our Terms and Conditions, promotions and voucher codes may be limited in their redemption and are subject to their own eligibility criteria. The use of this code by users who were not directly provided with it constitutes a breach of those conditions.
While it’s important for us to maintain the integrity of our promotional campaigns, we also want to approach this fairly. I’ll be working with our dedicated tech team to explore whether it is possible to remove the voucher from your account and reinstate your access to our services.
Please be assured that your case is being reviewed carefully. We will follow up with an update as soon as we have more information.
Thank you again for your understanding, and for giving us the opportunity to look into this further.
Best regards,
Scott Campbell
Customer Service & Operations Manager
Beryl
I was sent a discount code by a friend…
I was sent a discount code by a friend for some free minutes which I was really pleased about as i have been trying to be more active. Unfortunately due to some error by the company about the discount code I have not only had those minutes deleted but have been fully banned from my account with no warning or word about why. Atrocious lack of service due to what can only be their mistake.
11 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Daisy,
Thank you for your feedback. We appreciate it as it helps us improve and we apologise for the inconvenience caused.
Your account was restricted due to the use of a voucher code that provided £120 worth of free minutes. This code was issued as part of a limited promotion and was not intended for general use. We’re aware that it was widely shared online, and we understand that many users may not have known it was ineligible for broader distribution. As outlined in our Terms and Conditions, promotions and voucher codes may be limited in their redemption and are subject to their own eligibility criteria. The use of this code by users who were not directly provided with it constitutes a breach of those conditions.
While it’s important for us to maintain the integrity of our promotional campaigns, we also want to approach this fairly. I’ll be working with our dedicated tech team to explore whether it is possible to remove the voucher from your account and reinstate your access to our services.
Please be assured that your case is being reviewed carefully. We will follow up with an update as soon as we have more information.
Thank you again for your understanding, and for giving us the opportunity to look into this further.
Best regards,
Scott Campbell
Customer Service & Operations Manager
Beryl
Safe cycling and wonderful scenery
Used the Beryl bikes in Brighton this week. Amazing! All services working well and so many choices of safe off road cycle routes. If you are cycling along the road there are dedicated cycle lanes. So much better than any other areas I have cycled in this country. All beryls we hired worked well, unlocked easily (had issues before in Bournemouth) and there were many Beryls readily available. We took a ride from Brighton all the way to Saltdean Lido which is 5 miles and there’s a Beryl bay right outside the lido. Perfect. Highly recommended
11 de julho de 2025
Avaliação não solicitada
E bike with flat battery then charged for the ride!
I unlocked a bike which quickly developed an issue with the battery which was clearly not functioning. The bike also had an issue with the back wheel which was "rubbing on something" which significantly impacted my ability to use the bike as intended.
I attempted to call Beryl during the rental period however I had no network reception due to being on the Undercliff in Brighton. Therefore I reported the problem, to Beryl at the time of return to a bay.
When I spoke to the Beryl representative, she told me that there was no power in the battery on the bike. I can only think there was an issue with the app or the bike as when checking the app at the point of rental it stated there was at least 50 minutes of battery time remaining.
Despite the issue the representative insisted on charging me 50% of the total ride costs! Then, she wouldn’t allow me to raise a complaint on the phone and told me I had to email customer services.
Beryl, wrote back immediately and said they would refund me.
This was a terrible experience. I should NEVER have been charged for an e bike that didn’t work in the first place! In fact, given the awful experience you would think one would be offered some free minutes as compensation.
23 de junho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Mr White,
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.
While we aim to ensure all vehicles are in full working order, occasionally faults can occur in between maintenance checks. That is why we always recommend reporting any issues as soon as possible and ending your journey at the nearest bay if the bike becomes unusable. This helps us assess and address the situation quickly.
We appreciate your suggestion regarding compensation. Please contact me via support@beryl.cc to explore this further.
Kind regards,
Scott Campbell
Customer Service and Operations Manager
Beryl
Had issue with first bike ride and as…
Had issue with first bike ride and was sorted brilliantly by Jack who was polite and candid.
28 de junho de 2025
Avaliação não solicitada
Excellent customer service
I was writing to request for a couple more bikes in my area as people have decided to copy me and start using the bikes in the morning. Despite not being sure if i was requesting in the right place or if this was even an option, Jacques solved my issue politely and quickly, any issue I've was dealt with quickly and properly, and Jacques has saved my day multiple times now. Thank you
28 de junho de 2025
Avaliação não solicitada
This is such a fantastic scheme and has…
This is such a fantastic scheme and has been so successful in my city , its great. Not so great at collecting abandoned bikes though I’m afraid. I reported an abandoned bike through the contact centre yesterday and got a copy and paste response (AI?) that it will be passed on to the collection team. Still there but now there are 2 ! . Assuming that no one cares if these are damaged / stolen ???. This lets down a fantastic idea .
26 de junho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Lisa,
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’re sorry to hear about your recent experience with reporting abandoned bikes. While we do aim to respond quickly and effectively, it’s clear we’ve fallen short in this instance. Please rest assured that we absolutely do care about our bikes and are committed to recovering them swiftly to avoid damage or misuse.
We really appreciate you taking the time to flag this and for supporting the scheme.
Best regards,
Scott Campbell
Customer Service & Operations Manager
Beryl
DANGLING CARROTS!
I bought a 100-minute bundle from Beryl in Norwich under their then-live Terms, which clearly stated my minutes would expire after 12 months if unused. Days later, without warning, the app and website began showing “Valid for 30 days” - even though the official Terms of Service still guarantee a full year’s validity for any bundle purchased before that change!!
If you’ve been caught out, here’s how to respond:
Gather your proof
– Screenshot the "Valid for 30 days" message.
– Save your purchase confirmation (order reference, date, bundle size).
– Archive or note the old Terms clause: “minutes expire after 12 months if they are not used.”
see waybackmachine website for the cached policy and terms & conditions!
Beryl’s retroactive cut to 30 days feels like a bait-and-switch 1000%!!!!
BERYL - WE HAVE A STRONG CASE to get OUR minutes back or OUR MONEY refunded!!
Update for Scott Campbell's reply: No Scott, this is not how it works! You can't just invent your own rules - I've just looked at YOUR OWN policy again and it's still not updated so by UK LAWS - ANY bundle purchased up to this point 25/06/25 is still under the previous terms and conditions!
if you weren't so greedy and had actually people with experience they most likely would've insisted - ''we must update terms and conditions FIRST before we launch the new pricing" - which is what companies typically do. Why you've done it in reverse is complete mystery - so no ANYONE up to this point SHOULD expect minimum 12 month terms!
24 de junho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Morning,
Thanks for your message.
We appreciate you taking the time to share your concerns, but we want to reassure you that your 100 minute bundle is still valid for 12 months.
The change to a 30 day validity only applies to passes and bundles purchased after the updated Terms came into effect. As your purchase was made prior to this change, your minutes will remain available for use for 12 months, in line with the original policy.
We understand the app messaging may have caused confusion and are actively working to ensure it reflects the correct expiry based on individual purchase dates. Please rest assured there’s no need to take further action as your minutes are safe, and we’ve not retroactively changed the terms of your purchase.
If you have any further questions or would like a breakdown of your remaining balance and expiry date, we’re happy to help via our LIVE CHAT or support@beryl.cc mailbox.
Regards,
Scott Campbell
Customer Service & Operations Manager
Beryl
James - an amazing help!
Had a small issue with my first Beryl ride, but the support team was super helpful and quick to respond. James resolved everything smoothly and even added a little bonus to my account. Great customer service!
24 de junho de 2025
Avaliação não solicitada
W Elsa
Elsa was fantastic, she is a credit to the customer service team for Beryl. She helped me with my problem swiftly and provided me with really useful information
22 de junho de 2025
Avaliação não solicitada
Well where do I start
Well where do I start. I had all sorts of issues with the bike (clearly aren’t maintained well) the brakes were very seized the rear rack was completely loose and the power assist hardly worked. So I went to customer service to ask for help and they told me to push the bike to the nearest bay which was 20+mins away. So i told them I wasn’t doing that and they said that’s fine just leave your bike there and we’ll charge you £20 for out of bounds and you’ll get a refund IF their technicians find something wrong with it.
In essence don’t use them. It’s all junk.
Edit: Further to my point is Beryl try to constantly validate their excuses for their faulty equipment.
19 de junho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Morning Ethan,
Thank you for taking the time to provide feedback regarding your recent experience with our bikes.
We’ve reviewed your journey, which lasted 100 minutes in total. The first report of a potential issue with the bike's brake was received at 3:31 PM. By that time, you had already been riding the bike for over an hour. Once we received the report, we immediately raised a fault check request for our on-street team to inspect the bike once your journey ended.
Towards the end of your journey, you contacted our team via LIVE CHAT to report an issue with the motor assist. We advised that if you could make it to the nearest bay, you would not be charged the £10 out-of-bay fee. You let us know that you couldn’t do so, and we asked if you could push the bike to the bay, which was 0.2 miles away and approximately a 4 minute walk. You declined this due to the hill, and we explained that our process in these situations is to log the fault and ensure the bike is fully inspected. If a fault is confirmed, a refund for the out of bay charge can be considered.
As stated in Section 13.5 of our Terms of Service, if you encounter any issue that prevents you from continuing your journey or locking the vehicle securely, you must end the ride at the nearest bay immediately. Since you continued riding the bike for an extended period after experiencing the issues and did not return it to a bay, you are not eligible for a refund for the journey costs.
We understand your frustration and will ensure that a full inspection is carried out on the bike. Your report has been logged and passed to our on-street team. Any refunds will be processed automatically and we will email you with a confirmation.
Thank you for your patience and understanding.
Kind regards
Scott Campbell
Customer Service & Operations Manager
Beryl
Probably the most expensive way to get…
Probably the most expensive way to get around town. I just don’t see the point.
19 de junho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Alan,
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.
Kind regards
Scott Campbell
Customer Service & Operations Manager
Beryl
Evan is your best employee
I had troubles with the app not working and not updating to say the bike was locked. I went to customer service for help and Evan was really nice! He reassured me I wasn’t being charged extra for the delay and was overall super helpful and nice! Big thanks and praises for Evan 🫶🏻
18 de junho de 2025
Avaliação não solicitada
Minute bundle expires in 1 month.
Recent price changes have been dressed up as a good deal for the consumer. In reality they have changed it so that they minute bundles expire after one month rather than 12. A complete and total rip-off I will be uninstalling this app and never using this service again. It is now cheaper for me to drive and park in my local town rather than using these bikes. Utterly and totally ridiculous. A cynical money grabbing Company pretending to have environmental concerns and ethics.
Edit in response to the AI generated response below. Low effort. How can your AI state that the move is about affordability when you are altering the expiry from 12 months to 1 month on bundles. Also - this is very small print when you buy a bundle. How is this good for the consumer? I will be talking with my contacts at GBC and will be insisting that a different partner is selected when your contract is up.
18 de junho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Christṏphǝr,
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 heard from a few of you wondering why we’ve updated the validity periods on our passes and bundles, and we want to explain the reasons behind this update:
We're always looking for ways to improve the Beryl experience, and these changes help us in a few key ways:
Reflecting actual rider usage: We've looked closely at our data, specifically at the average time between purchases. What we found is that our previous validity periods were often much longer than how frequently our riders actually use their passes and bundles. These new periods better reflect typical usage patterns.
Aligning with industry standards: This adjustment brings Beryl in line with how similar services operate across the industry. Actually, our periods are longer than most other micro-mobility operators.
Greater consistency across Beryl: We're rolling out these updated validity periods across our other Beryl schemes too. This helps us ensure a more consistent offering and operational approach in all the cities we serve.
We understand that changes can sometimes take a little getting used to, and we truly appreciate you reaching out with your questions. Your feedback is important to us, and it helps us ensure we're providing the best possible.
Kind regards
Scott Campbell
Customer Service & Operations Manager
Beryl
Best customer service without a doubt
Best customer service without a doubt
Been using the bikes all year as a student and it is well worth it.
12 de junho de 2025
Avaliação não solicitada
ZERO STARS, read before you sign up!
Useless! The whole experience feels lazy, desperate with a can’t be bothered attitude.
I’ve had beryl for a number of months now and if you want my honest experience DONT BOTHER. Here’s a list of why:
1. Never any bikes when you need them.
2. You will see the same bikes with flat tyres in the same spot for months
3. Apparently they have ground workers to distribute bikes hahaha.
4. If you request bikes to certain areas because clearly they are needed there, they will respond and tell you they will try to action it but won’t. I’ve sent the same request 5 times!!
Honestly don’t bother save your money. No doubt some admin person will come back in the comments and try to cover themselves with a load of rubbish, but this company is a shambles. Prime example of all the gear and no idea!
If lime bikes are the premier league, beryl is the one below the conference south!
11 de junho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Theo,
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 know how important it is to have bikes available when and where you need them, and the issues you’ve raised, particularly around availability, flat tyres, and redistribution, are exactly the kind of challenges we’re actively working to improve. While our local teams are out daily rebalancing and maintaining the fleet, we recognise that some areas still need better service, and that repeated requests going unanswered is unacceptable.
Your feedback has been shared with our operations team, and we've asked for a review of the rebalancing requests made to the Cassiobury Drive bay.
We know words alone won’t fix your experience, but we genuinely appreciate your honesty. Feedback like yours helps us understand where we need to improve, and we’re committed to making those improvements.
We’ll strive to do better.
Kind regards
Scott Campbell
Customer Service & Operations Manager
Beryl
The bikes are great
The bikes are great, i have experienced a couple of issues with billing but the customer support team are fantastic and able to resolve the problem immediately. Thanks Sherry for the help
10 de junho de 2025
Avaliação não solicitada
Bikes faulty and no refund
Don't bother. Cost us £14 for a short ride. Half the bikes didn't work. What was going to be a fun morning proved a real pain. Customer service is awful, was supposed to get a refund but said it was put into pending? No apologies.
27 de maio de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Ian,
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.
Regarding the ride that didn’t unlock, we did process a refund request for the £2.40 charge. However, because the charge was still pending at the time, the refund came back as a reversal, which means no further refund action was needed from our side and the reversal was successful.
You also had two other rides on your account, which were successfully completed. These rides were charged £2.54 and £4.64 respectively, and as those journeys were completed, we are unable to refund them. As outlined in our terms of service, if you experience any issues preventing you from continuing a ride or securely locking the bike, please end your journey immediately at the nearest bay.
We appreciate your understanding and are always here to support if you have any further questions.
Kind regards
Scott Campbell
Customer Service & Operations Manager
Beryl
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