"I love beryl"

Mohamed was particularly helpful when my bike didn’t lock properly. I always enjoy using beryl bikes, barely have any issues!

"Bike was broken but Mohamed sorted me a…"

Bike was broken but Mohamed sorted me a refund

"Responsive"

Responsive

"Fully refunded after mistake parking."

I parked in a disused Beryl bike bay by mistake and charged for parking out of bay. I contacted Beryl who were quick to reply. And fully refunded me the out of bay fee. After I moved the bike to a correct bay a short distance away.

"I really want to like these bikes"

I really want to like these bikes. Despite being a bit expensive the bikes are great when you're actually on them and they should be the fastest way to get around. Unfortunately Beryl is let down by unreliable locks (both locking and unlocking often fail so you have to wait around by the bike talking to customer services) and customer service agents who won't offer an apology or refund until you spend 20 minutes arguing your case. Brighton

Today's experience as an example:

I hire a bike from a hub near my flat.
Ride it for 5 minutes down to the shops.
Lock the bike and press pause in the app.
Come out the shop 2 minutes later.
Press unlock in the app.
Bike lights up but lock stays locked.
Contact customer services.
Wait 5 minutes, no reply.
Walk home.
Get charged £5.46 (includes £3.50 out of hub fee)
Explain to customer services what happened and ask for a refund.
They tell me I can get a refund if I return to the bike and hire it again to take it to a hub
I explain that I've already walked home and don't see why I should have to do that to get a refund.
Customer services tell me "Even the bike did not unlock when you try to resume the journey, the bike is still able to move until you hold the back lock down" (?)
I tell them I don't understand, I physically locked the back wheel as that's part of pausing it (isn't it?)
They refund the £3.50 out of hub fee

The most annoying thing is that they never acknowledge that the bike or the service is at fault, so this time I asked for an apology and they did say sorry for the inconvenience.

"Emilia was great!"

Emilia has been so proactive, answering my questions before i even asked them, great customer service!

"Great Customer service"

Customer service is always quick friendly and generous if there is a problem to sort out

"Great thanks to Emilia"

Great thanks to Emilia, very efficient and helpful to solve my problems , I have been using the facilities from Beryl for over a year, great to see it gets better and better!

"Helpful adcvice…"

Answered all my questions quickly and efficiently.

"Customer service team is amazing…"

Customer service team is amazing whenever i have an issue from 7am-9am they have always resolved my problems fast and they are very understanding