Beryl Arvostelua 820

Vastaus yritykseltä Beryl

24. maalisk. 2026

Good Afternoon Jake,

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 strive to maintain a fleet of reliable and well-maintained bikes, and it is disappointing to learn that we fell short of your expectations. Please rest assured that we are taking your concerns seriously and we're actively working on fixing these glitches to ensure a smoother journey start and quicker ride ending process.

We’re sorry to hear that your experience was not up to standards.

Kind regards

Scott Campbell
Customer Operations & Risk Manager
Beryl

Vastaus yritykseltä Beryl

24. maalisk. 2026

Good Afternoon Matt,

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.

At Beryl, ensuring the safety and satisfaction of our customers is our top priority. We understand the impact that this issue has had on your experience, and we are actively working to address it to prevent any future occurrences.

We appreciate your understanding and patience as we work to resolve this matter. If you have any further questions or concerns, please do not hesitate to reach out to us. Your satisfaction is of utmost importance to us, and we are here to assist you in any way we can.

Today, more than 5000 people actively use our bikes, e-bikes, e-scooters to get to work or university, explore a new place, or nip to the shops. I hope you will continue to be one of the 5000 active users.

We’ll strive to do better.

Kind regards

Scott Campbell
Customer Operations & Risk Manager
Beryl

Vastaus yritykseltä Beryl

24. maalisk. 2026

Good Afternoon Mason,

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 sincerely apologise for the inconvenience caused by the bike unlocking issue. We understand how frustrating this can be and assure you that our team is committed to resolving such problems quickly.

You may see the £1 pre-authorisation card check. This is refunded automatically.

To ensure your card is valid, we complete a pre-authorisation card check each time you do the following:

Add a card

Start a journey

This pre-authorisation card check is refunded automatically. The pending charge is usually cancelled within 7 business days, depending on how fast your bank can process it. In your bank account, the card check is from 'BERYL CARD AUTH'.

This check applies to every user and attempted ride, even if you have a Minute Bundle or Riding Pass or the ride fails.

Your journey cost will be charged separately at the end of each ride.

Please contact our support team at support@beryl.cc so we can investigate and refund any incorrect charges.

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

Vastaus yritykseltä Beryl

16. maalisk. 2026

Good Morning Jeese,

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 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.

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.

We’ll strive to do better.

Kind regards,

Scott Campbell
Customer Service and Operations Manager
Beryl