Beryl Arvostelua 820

Sherry was really helpful and supportive, she took time and understanding to resolve my situation and bring the best outcome. Amazing customer support

Sherry was fantastic and really helped me out!!

The bikes locking mechanism is so bad it doesn’t work, they are aware of this issue. They then charge you £10 unlocked vehicle fee. Scam.

Nice use case. I took a train up to Norwich for the football and was able to get from one side of the city to the other pretty quickly. In fact I was able to meet up with my mates and have a quick pint long before the game even started. Reasonable price too. Around as much as a bus ticket but with much more freedom.

Patricia was incredibly helpful and quick to respond. Absolutely made my day!

Quick, very helpful, sorted my issue as quick as a Ferrari! So glad to have beryl in Norwich!

Had a few bikes that wouldn’t unlock. Messaged the team and they got one unlocked and dealt with another query for me really well

I’ll start this review by saying the service used to be great, good availability, with no issues, however over the past few months there has been a dramatic drop in service. I’d also like to caveat that the customer service team are fantastic and always quickly respond and refund you where there’s an issue (they must also be fed up of me messaging in 3+ times a week).

Now for the issues:

Availability has become really poor in Leeds. In the Holbeck area I’m currently lucky if there’s 1 or 2 bikes within walking distance and then it’s a lottery to see if the bike has enough charge on it.

The bikes may say that they have 20 mins plus on there, however they frequently run out mid journey leading you to lug a heavy bike uphill for parts of your journey.

There are also frequent unlocking issues, you’ll think you’ve hit the jackpot after seeing a bike available in the area and then you’ll be hit with an unlock error and have to walk.

The app is also extremely slow and laggy, probably adding a minute on to each journey as you battle for it to unlock as you get to the bike.

To rectify these issues, the following needs to be looked at:

More bikes as well as distributing the bikes more evenly across Leeds. Some stops always have 5+ with other areas being lucky to have 1.

Fix the unlocking and electric cutting out issues.

Updates to the app to make it more responsive and stop adding on minutes to the Journey.

Absolute scam - they literally make it so difficult to end the ride. I locked my bike into the bracket - app then said it couldn’t end the ride and it was an error. All of a sudden I’m being charged a call out fee to inspect the vehicle. Disgrace of a company and the bikes are terrible. Do not use this app.

I emailed to ask for a refund on two scooters that did not work. I got a response in the same minute of sending the email, a full refund and ten free minutes of rides as a kind gesture. I have never been so pleased with customer service in my life. So a big thank you to Sherry from Beryl!

I use these bikes in Brighton, where they replaced the dreadful Social Bicycles. They aren’t much better, but they are much more expensive to use, so in practice they’re a big step backwards. Bikes are unreliable: often of a rack of 10 bikes only one will actually unlock, and it may take two or three tries to unlock if. At the end of the ride the bikes often won’t lock at all. The electric bikes are underpowered, and it’s not possible to tell before hiring them how much charge is left in the battery. The only current service that even comes close to this level of poor quality is Dott.

When they work, they’re a delight. When they don’t, which is 9 times out of 10, it is the most inconvenient and frustrating experience. The first bike I try almost never unlocks, bays near me in residential areas are frequently empty and 15 mins walk from the next nearest bay. The lock up mechanism lags so that they get extra money from you. And a few times I’ve had bikes stop mid journey, leaving me to lug a massive heavy bike somewhere safe and miles away from my destination (once 45 mins from home after work in a dark and slightly sketchy area.
Sure their customer service is great, but I should have to be requesting money and minutes back literally every other journey. What is supposed to be a nicer way to commute than the bus ends up being very stressful and hit and miss to the point I’ve had to give up using. It’s a shame they haven’t been able to get to et it up to scratch in Leeds- not yet at least?

The most efficient customer service team I have ever dealt with. Communication is clear, kind and informative. I just love dealing with them. I’m happy no matter the outcome.

Sherry was amazing help after I was initially a miserable customer using her as a digital punching bag. Give her a raise

I'm writing this review after being charged £30 for a bike lock malfunction, and experiencing some of the worst customer service I've ever encountered.

I used a Beryl bike and attempted to lock it as normal. The app continued showing my ride as ongoing, so I immediately reported the issue - exactly as I've done on previous occasions when the system has glitched. In the past, Beryl resolved these reports without question. This time? Completely different story.

Beryl sent an operative to check the bike after I'd reported the problem and left the area. They then claimed this proved I'd "initially left it unlocked." Think about that logic for a moment - how can someone checking a bike later possibly prove what state it was in when I left it? The bike could have been tampered with, or the lock could have failed in the interim. Yet Beryl is treating this as conclusive "evidence" and charging me £30.

The staff member who dealt with my initial complaint (Ana) was accusatory and dismissive, essentially calling me a liar rather than treating this as a potential technical fault. But it gets worse.
Today, I called to discuss the matter further. Mid-conversation, the staff member told me to "go speak to the manager" and hung up the phone on me - this actually made me very upset as I could not believe how rude they spoke to me over malfunctioning locks. I will be requesting the recording of that call because this behaviour is absolutely unacceptable.

Previous lock issues were resolved without charge. I was at work and fully thought I managed to lock it.
Basing a £30 charge on an operative's report that cannot possibly establish what happened initially. Beryl's locks are known to malfunction, yet customers are blamed
Appalling staff conduct - From accusatory responses to literally hanging up on customers. Their management (Scott Campbell) backing his staff regardless of how poorly they've handled the situation

If you use Beryl bikes, be warned: if their system malfunctions (and it does), you'll be blamed, charged, treated like a criminal, and dismissed by management. The company shows no interest in fair treatment of customers or acknowledging their own technical issues.
I've been a regular user, but after this experience and the disgraceful way I've been treated, I cannot recommend Beryl to anyone. There are other bike-share schemes in most cities - use them instead.

I will be pursuing this complaint further and will be requesting recordings of my phone calls with staff. I strongly advise other customers experiencing similar issues to document everything and escalate immediately.

Update: Scott Campbell replied. At no point was I asked to provide pictures, and funnily enough I actually do have a picture of the lock locking half way. If Scott lies again I will providing full chat screenshots too. Absolutely rubbish service.

At first I was charged a fee for not locking to bike which was frustrating to say the least.
But the team was amazing, quick service complete understating and they reversed the charge as I had locked the bike.

Agent was very helpful and reliable

I needed some help from customer services relating to vehicle problems and billing, on both occasions Sherry sorted the problem immediately, great service!

I was charged for not locking the bike despite locking it both front and rear. Once, I contacted the help support regarding the issue, they understood my problem and also provided the solution quite instantly.
I'm quite happy with the service. Thanks Sherry.

friendly, explanatory and always understanding + polite