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... Voir plus
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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... Voir plus
First time on Beryl Bikes. Really expensive per minute particularly for the electric bikes and scooters. Hard to unlock, Hard to relock and you don't find out about the locking system upon return unti... Voir plus
L'entreprise a répondu
Good service although not without its flaws. Some bikes are broken, sometimes you might get overcharged due to system issues but the customer service is great, always got my refunds instantly with no... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
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.
Coordonnées de contact
The Green House, 244-254 Cambridge Heath Rd., E2 9DA, London, Royaume-Uni
- +44 0203 0035044
- support@beryl.cc
- beryl.cc
3,9
Bien
904 avis
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It could be so good!
The customer service support team are incredible and are doing a great job trying to manage frequent mechanical failures. These bikes offer quick, cheap, and pollution-free transport around the city... When they work. Sadly more and more time is being sunk into dealing with bikes that won't unlock. If you're lucky, the system registers this and you try to find one that does unlock after several disheartening attempts (or giving up). If you're unlucky, the system will think the unlock is success and you'll be stuck 'riding' a locked bike with no way to resolve it without a customer service staff member getting involved.
15 août 2026
Avis spontané
I've just had enough of bikes not being…
I've just had enough of bikes not being available, showing incorrect charge time and poor maintenance 70% of the time there fine but in the end it always when you need one that they let you down. Good luck if your unfortunate enough to be put through to Edgar in customer services, Edgar if I wanted sarcasm I would speak to my children.
13 août 2026
Avis spontané
Réponse de Beryl
Good Morning,
Thank you for taking the time to leave your feedback. 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.
If a vehicle is showing an incorrect battery level or has a maintenance issue, reporting it through the app helps our team identify and remove vehicles that need attention as quickly as possible.
Regardless of the circumstances, our customers should receive professional, respectful and helpful support. The experience you’ve described is not the standard we expect from our customer service team, and we’ll ensure your feedback is shared with the relevant team for review.
We’ll strive to do better.
Kind regards
Scott Campbell
Customer Operations & Risk Manager
Beryl
Amazing custommer service thanks to…
Amazing custommer service thanks to Lizzie
10 août 2026
Avis spontané
Greed took over
When Beryl were first introduced to my city I loved the idea - affordable, cheaper than taxis/buses, good for the environment. More bays across the city also helped as it became easier to drop your bike etc off after a ride.
Then all of a sudden they hiked the prices up massively - it was now more expensive than just getting a bus etc to where I needed to go. I purchased a 'minutes bundle' recently (as I had done in the past) as then I would avoid the unlock fees - but I discovered that purchased minutes now only stay on your account for month!
Why? Surely minutes could stay on your account for at least a year - if not longer (which is how it used the work).
Now they have bays etc all over the city they obviously know they can bully the consumer as there's no competition (at least not in my city).
I was championing this company when it first came to my city but now I advise against using them. Save your money and buy a cheap bicycle for commuting and everyday use - or just catch the bus.
11 août 2026
Avis spontané
Réponse de Beryl
Good Morning Ewan,
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 your concerns about the pricing and the changes to our minutes bundles.
We’re pleased to hear that you initially found Beryl to be an affordable and convenient alternative to taxis and public transport, and that the increase in the number of bays has made the service easier to use across the city.
Our goal is to provide a sustainable and convenient transportation alternative, while continuing to invest in the bikes, scooters, bays and wider service. We continually review our pricing structure and services to offer the best value, while also taking into account the operational costs involved in running and maintaining the scheme.
We appreciate your comments regarding the expiry period for purchased minutes. We understand that if you don’t use all your minutes within the current period, this can feel restrictive, particularly when compared with how the bundles worked previously.
We certainly don't want our customers to feel that they have no choice but to use Beryl. Your feedback around pricing, competition and the value you receive from the service is valuable, and we will make sure this is shared with the relevant teams as we continue to review our offering and work to make micro-mobility more accessible for everyone.
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
Rubbish customer service
This review is for their customer service which is absolutely appalling. They say the quickest way is to use the live chat. Total shambles, after being unable to pause my ride i went in to Tesco to do some shopping and sure enough someone had made off with the scooter. On informing customer services who are supposedly open 7 days replied with a generic message and hung up on me, complete opposite to being helpful. If yiu have a problem with your hire its very unlikely you will get any help from this lot. This was my first and last ride, wont use again.
9 août 2026
Avis spontané
Réponse de Beryl
Good Morning Richard,
Thank you for taking the time to leave your review.
We have received the Crime Reference Number you provided and, if Beryl is contacted by the police, we will fully cooperate with their enquiries and provide any information required to support their investigation. Your local police force will be able to provide you with updates regarding the reported theft.
Please note that it is the user’s responsibility to look after the vehicle while it is on hire. If you leave the bike or scooter unattended, it must be locked. You must either end the journey or pause the ride, and if pausing, you should not leave the vehicle until the app confirms that the journey has been paused.
As stated in our Terms of Service, the user remains liable for the unlocked vehicle fee if a vehicle is stolen while on hire.
We understand your frustration and appreciate your feedback regarding the support you received.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Customer service is fast and courteous
Customer service is fast and courteous. Well done Scott
6 août 2026
Avis spontané
This is the worst company as well as…
This is the worst company as well as their bikes😬
Firstly I want to say that the app is sooo bad, locking the bike is the hardest part of all, literally takes you around of whole 2 minutes just to lock it, and customer service wont do anything about it. Whoever developed this app is bad at programming, sorry not sorry.👎
I wish everyone would get some sort of compensation.
The bikes themselves are such a disaster, especially when it comes to fixing the seat higher even though you have locked it off as hard as you can. Eventually when you start riding or bump into something it just slides down, that is very dangerous especially if there were cars to pass by. Also the brakes are just bad. For the price of these bike passes are definitely NOT worth it, the town I use them 100 minutes costs £16, for what? It is much cheaper just to get a bus day ticket for a fiver and ride anywhere.🤓
Also want to add that the bike availability is soo low, same as bays, each bay is a 10 minutes walk, whilst a bus stop is 3 minutes..
If you plan on riding the bike somewhere bit uphill then at this point it will be you who is trying to pedal the bike up not the bike itself, I wouldnt even say that they are electric, cause at some point it is very hard to pedal even if its a straight road.😃
Anyone who plans on using this company and bikes- AVOID! You wont get any reasonable and reliable answers from customer service.
Ps.- better to buy a brand new bike straight from shop than buying minute bundles and spending thousands on these ,,bikes”.
6 août 2026
Avis spontané
Réponse de Beryl
Good Morning Alex,
Thank you for taking the time to leave such detailed feedback. We appreciate you sharing your experience with us.
We're sorry to hear that your experience didn't meet your expectations. Your feedback has been shared with the relevant teams, as it helps us understand where improvements are needed.
Thank you again for taking the time to let us know your thoughts.
Unnecessarily charges £1 authorisation…
Unnecessarily charges £1 authorisation which is refunded where as other services charge nothing.
The app is awful, always failing on unlock and locking making the rider late for ongoing transport or meetings and sometimes chatting for outside a parking bay when it's in one! The bikes are poorly maintained. Feel like they are going to fall apart and there are rarely any push bikes now. All scooters and ebikes, but only if lucky, usually have to walk even further to get one!
5 août 2026
Avis spontané
Réponse de Beryl
Good Morning Adam,
Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.
The £1 authorisation charge is a temporary pre-authorisation used to verify your payment method before a ride begins. It isn't a fee and is automatically released by your bank, although the time it takes to disappear can vary depending on your bank's processing times.
We're sorry you've had problems unlocking and locking bikes, as well as finding one when you need it. We know how inconvenient that is, especially if you're trying to get somewhere on time. We've also passed your feedback about the condition of the bikes and the availability of pedal bikes on to the team so they can look into it.
If you've experienced any specific issues that you'd like us to investigate, please contact our dedicated Customer Support Team via the app or at support@beryl.cc with the details of your journey, and we'll be happy to look into them.
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
Bit of a joke really
Can't get through to anyone in Customer Service,just rings and cuts off. Tried multiple times.
False advertising- say they cover Trafford but actually only cover OT n small part of Stretford so if you live Urmston, Altrincham, Carrington, Sale, Timperley, Flixton, Partington etc etc etc there are no bikes anywhere near you.
5 août 2026
Avis spontané
Réponse de Beryl
Good Afternoon Helen,
We're sorry to hear you've had difficulty reaching our Customer Support Team.
Our phone lines are open from 8:00am to 8:00pm, Monday to Sunday. When you call, please select Option 1 to be connected to a Customer Support Executive. If you're still experiencing issues getting through, please contact our Customer Support Team via the live chat in the app.
Regarding the service area, our app provides a clear visual guide showing the permitted riding zone and where bikes are available before you begin a journey.
You can also find more information about the service and operating area in our FAQs:https://beeactive.tfgm.com/cycle-hire-faqs/
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
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 août 2026
Avis spontané
Réponse de 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 août 2026
Avis spontané
Réponse de 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 juillet 2026
Avis spontané
Réponse de 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 juillet 2026
Avis spontané
Réponse de 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 juillet 2026
Avis spontané
Réponse de 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 juillet 2026
Avis spontané
Réponse de 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 juillet 2026
Avis spontané
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 juillet 2026
Avis spontané
Quick and easy way sorted out the query
Quick and easy way sorted out my query,
Understanding and replying in two minutes.
🙂
24 juillet 2026
Avis spontané
Sherry
Sherry was wonderful, really helpful and a quick and simple response/resolution.
⭐️⭐️⭐️⭐️⭐️
22 juillet 2026
Avis spontané
Sheryl
Sheryl helped me with kindness and efficiency and resolve my problem immediatly. Many thanks to her.
18 juillet 2026
Avis spontané
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