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
Bien que nous ne vérifiions pas les affirmations individuelles, car les avis reflètent l’opinion personnelle des utilisateurs, certains avis sont accompagnés du statut « vérifié » lorsqu’il est possible de confirmer qu’une interaction avec l’entreprise a eu lieu. En savoir plus
Pour protéger l’intégrité de la plateforme, chaque avis, qu’il soit vérifié ou non, est analysé par notre logiciel automatisé 24 h/24 et 7 j/7. Il identifie et retire tout contenu qui enfreint nos conditions d'utilisation, y compris les avis qui ne se basent pas sur des expériences authentiques. Nous sommes conscients que nous ne pouvons pas tout détecter, et vous pouvez nous signaler tout élément qui aurait pu nous échapper. En savoir plus
Lisez les avis des autres
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
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
The end is nigh
The end is nigh! Now charging £10 if you can't lock your bike and can't prove it with a video. The amount of time you spend a) unlocking bikes and/or b) locking bikes is silly, but this new £10 thing as per their new t&c's is a joke. Too much admin!
UPDATE: Beryl responded to me today pointing me to the specific t&c’s. This is just box ticking gubbins from their operations teams so take it with a healthy dose of salt. Be prepared for the bikes not locking, the video you submit (if you have time) not being accepted and being charged an additional £10 for an expensive bike ride in the first place.
13 juillet 2026
Avis spontané
Réponse de Beryl
Good Morning Ben,
Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.
The £10 charge is not intended to penalise riders, but to help ensure our bikes are left secure and available for the next user. As outlined in our Terms of Service, if you experience an issue that prevents you from locking a bike, we ask that you provide a clear video showing the lock mechanism and your attempt to secure it. If the video demonstrates a genuine locking issue, our Customer Support team will manually end your journey without applying the unlocked bike charge.
If video evidence isn't provided, we will end the journey and apply the £10 unlocked bike fee in line with our standard policy. Our on-street team will then inspect the bike within 48 hours. If they confirm a genuine locking fault, the charge will be refunded automatically. If the lock is found to be working correctly, the charge will remain. Where an inspection cannot be completed within 48 hours, any associated charges may be refunded at Beryl's discretion.
This process helps us distinguish genuine faults from situations where a bike has simply been left unlocked, protecting the security of our fleet and ensuring bikes remain available for everyone.
You can find full details in Section 13.6 of our Terms of Service: https://beryl.cc/terms.
We appreciate your feedback and will ensure your comments are shared with the relevant team as we continue to review and improve our service.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Customer service is ace
Whilst I have experienced a small handful of problems over the years I've spent using the service the customer support has been phenomenal in resolving issues, providing refunds for overcharged rides and informing me how to use the service with minimal issues.
11 juillet 2026
Avis spontané
Bikes are never available
Bikes are never available, rude customer service. Good idea terribly run company, doing it on the cheap not enough people on the ground
8 juillet 2026
Avis spontané
Réponse de Beryl
Good Morning Al,
We're sorry to hear about your experience and would like to understand what went wrong. Your input helps us improve. Please reach out to us at support@beryl.cc so we can address your concerns and make things right.
We make vehicles unavailable for hire when they need servicing or inspection due to customer and staff reports. This also applies to vehicles out of battery.
If the vehicle is not visible in the app, it means it is unavailable for hire.
Please check the app for all the available vehicles you are able to use. When you click on the Bay in the app, you will be able to see the vehicle number.
We value your opinion and hope to provide a better experience.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Very frustrated with the bikes
Very frustrated with the bikes, many aren’t working, sometimes pausing doesn’t work, I recently got charged due to not being about to pause a journey and when I complained they would not refund. It’s a terrible and expensive service and they need more bikes, more docking stations and lower prices and to give refunds when journeys and days are ruined due to the bikes.
30 juin 2026
Avis spontané
Réponse de Beryl
Good Afternoon Hannah,
Thank you for your feedback. We greatly appreciate all forms of feedback, whether positive or negative, as it helps us to continuously develop and improve our business.
We understand how disappointing it is when a bike doesn't work as expected or you experience issues during a journey. Our team works hard to keep the fleet maintained, and any faults reported are investigated as quickly as possible.
Regarding the £10 out of bay charge you mentioned, this was refunded after you re-hired the bike and returned it to a bay. We explained this during our live chat conversation, and the refund has since been processed.
We appreciate your feedback about bike availability, parking bays and pricing, and we'll make sure it's shared with the relevant teams as we continue to improve the service.
Please rest assured that we are committed to improving and providing a better experience for our customers.
Kind regards,
Scott Campbell
Customer Operations & Risk Manager
Beryl
Very quick response time
Very quick response time. Problem sorted within minutes
30 juin 2026
Avis spontané
Convenient w/ Great Customer Service
Had a few struggles navigating this at first since I’ve never hired a bike before, but customer service had gotten back to me so quickly and were really attentive! I spoke to Lizzie, who immediately understood the situation and provided me with a great solution, which helped add to my peace of mind! Will be using again 👍🏾
27 juin 2026
Avis spontané
Excellent Service
Very fast customer service, was helped within 5 minutes for a refund. Thank you Sherry.
23 juin 2026
Avis spontané
Needed help with a billing enquiry from…
Needed help with a billing enquiry from earlier today it was rectified really quickly and Sherry was so helpful.
The online chat on some schemes can take so long to connect but my total interaction was no more than a couple of minutes. So efficient!!
21 juin 2026
Avis spontané
Always excellent support provided.
Locking the bikes at the end of the ride is sometimes hampered by local mobile signal quality; but have always had a very prompt and positive response from the support team.
20 juin 2026
Avis spontané
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 juin 2026
Avis spontané
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 juin 2026
Avis spontané
Réponse de 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 juin 2026
Avis spontané
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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Avis spontané
L’expérience Trustpilot
Tout le monde peut écrire un avis Trustpilot. Les auteurs d'avis peuvent les modifier ou les supprimer à tout moment et les avis sont affichés tant que les comptes utilisateurs respectifs sont actifs.
Nous avons des personnes dédiées et des technologies intelligentes pour nous aider à protéger notre plateforme. Découvrez comment nous combattons les faux avis.
En savoir plus sur le parcours des avis sur Trustpilot.
La vérification permet de s'assurer que des personnes réelles écrivent les avis que vous lisez sur Trustpilot.
Offrir des incitatifs en échange d'avis ou demander des avis de manière sélective peut fausser le TrustScore, ce qui va à l'encontre de nos conditions d'utilisation.