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
A empresa respondeu
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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
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Elsa was helpful and professional
Elsa was helpful and professional, and quite excellent.
8 de agosto de 2025
Avaliação não solicitada
I have always enjoyed the scooters
I have always enjoyed the scooters. But today there was a problem with the app which incurred a cost. Customer service were very helpful and quickly received rectified so I am happy
8 de agosto de 2025
Avaliação não solicitada
Used the bike from Stevenage train…
Used the bike from Stevenage train station, the bike stopped working within 3 minutes, I then left the bike in a parking bay together with my sons bike, we then got charged an extra £20 each, 5 minutes ride cost me £50. Absolutely ridiculous
6 de agosto de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Paul,
Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.
As we have recently reintroduced the Stevenage scheme, our re-launch has focused on the town centre vicinity, with 19 convenient parking bays currently available for use. We are working hard to expand the reach and availability of bikes and bays as quickly as possible.
I can see we have refunded the £20 out of zone charge in this instance. As part of our onboarding process, we make it clear that all journeys must be ended in the permitted riding zone. All active bays, where you can park our vehicles free of charge, are shown in your in-app map view as rectangle symbols. When you have a vehicle unlocked, 'P' symbols will also show locations where you can park.
Please always use the in-app map to locate your nearest active bay. If a bay is suspended it will not appear on the map. This ensures you are always parking in a permitted location and avoiding any unnecessary charges.
We appreciate your feedback and hope your next ride is a much smoother experience.
Kind regards,
Scott Campbell
Customer Service & Operations Manager
Beryl
100% Customer Service From Elsa
I've left feedback on TrustPilot before but this had to be mentioned and it revolves around the customer service provided on the app, if you are in a situation most people know they can navigate to the top right hand corner of the app to open up the chat options. 99% of the time I am dealt with and there are no issues once the problem is resolved. I am writing this specifically for Elsa, I hired a ride and due to the amount of stress I'm under in life stopped at a bench and were there for a considerable amount of time. My ride ended and I were charged an out of bay fee and some other extra charges, after speaking with a previous representative despite anything explained I were met with guidelines and policies. In the same chat Elsa took over and genuinely brightened up my day, the level of empathy and understanding really touched me and I were helped by her without hesitation. When you ask for help you are not greeted by an Ai bot, she is exceptional and I can't thank her enough. What a genuine credit to the Beyrl Team. Thanks again Elsa you really turned my day around.
So besides anyone else who is as helpful, if you ever see Elsa's name pop up just know if she can she'll help you. You are in good hands.
4 de agosto de 2025
Avaliação não solicitada
Thorough
Elsa took the time to explain the terms and conditions and was patient with my issues
2 de agosto de 2025
Avaliação não solicitada
James helped quickly with my query and…
James helped quickly with my query and my experience was so positive. I think beryl know they have some issues with locking bikes and always are quick to put the users first instead of sending you off and stating terms and conditions. 👌🏽
31 de julho de 2025
Avaliação não solicitada
Evan the 🐐 (Greatest of all time)…
Ever since I’ve used beryl bikes Evan has been there since the trenches, he’s saved me so much money and been so fast to help . 10/10 service
1 de agosto de 2025
Avaliação não solicitada
Money emptying out of my bank like water from a tap
What went right when I came to the end of my ride. It wouldn't lock and then it kept charging me and charging me. Could not contact anyone because it was 1030 at night. The main problem is the app is linked to your bank and so when your minutes run out the money keeps coming out. I use a lot of bikes and occasionally this has happened but was daytime so someone could be contacted and ride could be ended not this time though.
30 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Jonathan,
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.
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
6 minutes morning ride 95p
6 minutes morning ride 95p. That's a morning robbery 😂
I would rather pick it for free
26 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon,
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 Service & Operations Manager
Beryl
Crypto Trading at a site claiming to be yours
Someone in the crypto trading market (beryl-bike(DOT)com) claims to be affiliated with you. Is it real because they ask for investments and offer attractive daily income. Please check the website and share your kind reviews because I doubt they're putting your reputation at risk by using your name to cheat on people.
19 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Thank you for reaching out to us.
It appears that you may have encountered a fraudulent website impersonating Beryl. The site beryl-bike.com is not affiliated with Beryl and is using our brand and app visuals to mislead users.
What You Can Do:
Avoid interacting with the website and do not provide any personal information (email, payment details, etc.) to it. If you have shared any sensitive information, we strongly recommend changing your account passwords immediately, especially for any accounts where you might have used similar credentials. If you’ve made any payments, please contact your bank or payment provider for assistance.
How to Verify Official Beryl Channels:
Our official website is beryl.cc
Our official Instagram is @weareberyl
If you have any further questions or concerns, please feel free to reply here or reach out to us through our official channels. We take this matter seriously and are actively working to ensure that this scam is taken down as quickly as possible. Your security and trust are important to us.
Thanks for your understanding and stay safe.
Appalling
I like many others have been locked out of my account this has had a terrible impact of my wellbeing and shows the awful incompetence of the company. The automated response is pathetic and won't cut the mustard. Let it be known the longer this company holds a strop over legitimate discount code usage the worse business will become for them because I for one will not be held for ransom because of an error that has nothing to do with me, as i trust many others will not either. Be warned Beryl.
17 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Morning Juan,
Thank you for your feedback.
Your account was restricted because a voucher code worth £120 of free minutes was applied. This code was part of a limited promotion and not intended for general use. We are aware that it was shared online, and we understand that some users may not have realised it was not eligible for wider distribution.
It is important for us to maintain the integrity of our promotional campaigns, so the ineligible minutes have been removed from your account. Your access has now been reinstated, and you are able to use the service as normal.
Kind regards,
Scott Campbell
Customer Service and Operations Manager
Beryl
Max - 10/10 customer satisfaction
Max provided me with a stellar customer experience throughout and was able to solve my problem quickly and efficiently. Thank you for helping me Max
- YR
16 de julho de 2025
Avaliação não solicitada
Always a pleasure to speak to all the…
Always a pleasure to speak to all the staff verry quick to respond as soon as there on shift and are always happy to sort out any issues really enjoy beryl keep it up !!!
16 de julho de 2025
Avaliação não solicitada
Beryl have locked me out of my account…
Beryl have locked me out of my account for using a disocunt code. My friend had been liaising with Scott who is not taking on responsibility themselves as a company for not making the discount code one use and have instead locked me out of my account. I am absolutely fuming and strongly suggest that no one else uses this company as they cannot take responsibility for their own mistakes and instead blame the costumer!!
15 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Morning Francesca,
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
Account Blocked Unfairly Over Discount Code Use
My account was recently blocked after I used a discount code that had been passed on to me. I had no idea that using the code was against their policy—it was not clearly stated anywhere, and I genuinely believed I was using it appropriately.
Instead of giving me a warning or an explanation, they went straight to suspending my account without any chance to clarify the situation.
I’ve contacted their support in the hope of resolving this, but their response is vague and they have not given me any reassurance that my account will be reinstated which has left me frustrated. It seems absurd to punish customers for a mistake that is clearly not my fault.
15 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Morning Georgia,
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
Nuked my account and device for using a legitimate promo code, then accused of fraud.
After using a promo code given to me by a friend that gave me an amount of free minutes, without warning, Beryl Bikes blocked my account from using their service, accusing me of fraud. After contacting their customer service team, they doubled down on the notion that my activity was fraudulent and that by using this code it was a breach of their terms of service, and on closer inspection, it became apparent that they had not only blocked my account, but also my device from being able to use their service.
Whilst I understand that the code may not have been intended for me, this was a legitimate code, so blocking my access as well as making accusations of fraud is absolutely ludicrous and offensive. This was Beryl Bikes error, but they have placed the blame on the end user. I would have understood, to an extent, if they realised their error and removed the code and minutes, but the removal of service to this extent is absolutely insane, especially for a service run in partnership with the local council.
12 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Morning John,
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
A Disappointing Experience That Left Me Locked Out and Baffled
EDIT: I have since been un-banished 💚
DingDong! 🚀
I'm genuinely astonished at the level of incompetence and poor business practice demonstrated here.
I had planned to complete part of a journey using a beryl bike - instead I was locked out of my account without any explanation and forced to walk for miles through treacherous terrain. After finally managing to get hold of customer support I was told bizarrely that I was being accused of fraud.
My alleged crime? Using a publicly available discount code. Yes, you read that correctly. I was penalised for doing precisely what every customer is encouraged to do - applying a discount that was not marked as restricted in any clear way.
To have my integrity questioned over this is frankly insulting. Rather than taking the opportunity to resolve the matter professionally, the company doubled down on their accusation. I can assure you that my legal and PR team are now fully briefed, because this is not how you respond when the fault lies squarely with your own systems.
In summary: if you enjoy being randomly locked out, accused of dishonesty, and generally treated like a criminal mastermind for using a promo code, this is the company for you. Otherwise, I strongly suggest taking your business elsewhere.
15 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Morning Barnaby,
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
They have banned lots of customers for their mistake
They have banned lots of local customer accounts en masse, without communication or reasons why. When emailed they claimed "fraud". There is no fraud in using a voucher code that the business themselves created and shared for use. They have stopped replying, leaving tens of customers without access to their paid for accounts. Also they have over reached massively by banning all devices for each user. This is way above any acceptable response, even if we'd done something wrong!
They have messed up, refused to engage or apologise, and blamed the customer for their mistake!
12 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Morning Rob,
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
Unacceptable business practice
I was passed a discount code by a friend, which seemed wonderful to be able to trial the bikes which I have been enjoying. Today I have discovered that they have banned anyone using the code, their email addresses and devices, this is their fault for issuing the code, not a consumer problem. As a business owner I generate, activate and disable discount codes all of the time - they are my responsibility to manage. The way that this company is dealing with this issue is totally unacceptable
15 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Deen,
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
Avoid.
I used a discount code for some free ride minutes and then they banned my account and blocked my device from making a new account.
They created a discount code, that people used and now they're breaching their own Ts&C's to prevent losses that they caused.
Disgraceful tbh
15 de julho de 2025
Avaliação não solicitada
Resposta de Beryl
Good Afternoon Samantha,
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
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