"We struggled to find a working bike"

We struggled to find a working bike, hence a low star count, but the staff on chat were amazing - 5 stars

"Thank you so much Mohamed for helping…"

Thank you so much Mohamed for helping me so quickly! Perfect Beryl advisor!

"Jacques at customer service was lovely"

Jacques at customer service was lovely, anticipated my requests and provided lots of helpful info to help me avoid the same issue in the future. They were polite and fast in replying. Great service!

"Best customer service from mohamed"

HI had an issue the first time I used a bike and spoke to Mohamed in customer service. He replied super quick on a Friday evening and went above and beyond. Fantastic customer service

"Held Hostage By Scooters..."

I had previously used their app for Bikes, this went fine apart for some awkwardness trying to get the lock to work at the end of the trip, the fare was fine and there were no other issues.
However, the first time I tried using their app for Scooters it went terribly;

Firstly it doesn't warn you about needing to scan a drivers license etc until you actually try and unlock a scooter, so you're stuck there for 10mins + waiting and taking photos etc trying to verify.

Secondly, when you use any scooter, they don't warn you before unlocking a scooter, but if you don't park it in one of their designated "areas" then you get a £10 fine, okay... similar to Voi and the other scooters before.

Third, the locational tracking on the app is slow, with no option to force it to update (like if you're standing right in a designated area waiting to finish the ride). I had to wait nearly 1 minute for it to update so I was deemed as "inside the parking area"

Finally, without warning they can just randomly decide that a location is "full" and again charge you not even a reduced fee for attempting to follow their rules, but a full £10 fee! This is the same as if you had just dumped it anywhere!

Also, even though the area might only have a few other scooters there, and it looks empty enough, apparently it's bikes + scooters that makes their total of vehicles. Essentially allowing them to hold you hostage for that fee, and either forcing you to travel further from your destination or just pay their fee. All of which end up in you being forced to pay more.

The customer support were also terrible, not offering any sort of support, advice or offers around remaining a user. So they clearly don't care about user retention.

So what they've essentially achieved here is a monopoly on the scooters by being the only scheme approved by the government, and are using that as an excuse to rinse you dry and not give a damn about the experience to users.

I'll be walking in the future, cheers for nothing 👍

"Excellent service from Beryl"

Excellent service from Beryl, bike wouldn’t finish the ride when locked, quick message to beryl, answered within seconds, they fixed it their side and job done! Excellent and helpful service!

"Evan was very helpful and dealt with my…"

Evan was very helpful and dealt with my issue quickly

"Great customer service and great…"

Great customer service and great service. Reliable and trustworthy 👍☀️

"Very quick response"

Very quick response, had a problem with the front lock but was resolved almost instantly.

"Support"

I was late for a match and use one of their bikes. When I arrived I couldn’t lock the bike and sent a message to their support team. They respond quickly and solved the issue. I lost some minutes while struggling to lock, they gave my minutes back too. Thanks Beryl and their beautiful team.