Beryl User Reviews

SMIDSY LTD

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Poor App But Good Customer Service

1. The user interface isn’t accurate and sometimes lags when trying to locate your position on the map. It will also struggle to sync with your actions when trying to establish that you’ve (un)locked the bike or the fact you’re trying to end or pause the ride.
2. Sometimes the gps on the bikes/scooters don’t work properly so even when trying to end the ride at a bike rack you still get charged the £10 fee for not using a bike rack
3. There are no incentives to using their scooters/bikes unlike other competitors (E.g. discounts or cheaper unlock fees for continued use)
4. When unlocking scooters/bikes sometimes they won’t work (more so an issue with scooters) and if the bike rack is full or appears full, even if you just took it you will be charged the £10 fee if you don’t take it too another rack. Which is rather poor when you consider the product doesn’t function. This happens to frequently from my experience.
5. I WILL SAY THEY HAVE A VERY GOOD CUSTOMER SERVICE TEAM IF you catch them during their active hours

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Lustalore

a year ago

Response from developer

We appreciate your detailed feedback and apologise for the inconvenience you've encountered. We're actively working on improving our app's user interface to enhance accuracy and responsiveness. Addressing GPS issues and ensuring fair billing are also top priorities for us. We'll explore adding incentives for continued use and strive to minimise issues with bike/scooter functionality and rack availability. Thank you for acknowledging our customer service team; we're here to assist you.

Useless

All myself and my partner wanted was to get a couple of electric scooters or bikes to get back to our hotel after dinner but there was only 1 E bike and 1 peddle bike left in the whole city centre. My partner checked out an ebike and we rode to the next point as it said there was a scooter available there. For a start it took about 5 tries to get my selfie to recognise me even though I was under a v bright street light and my phone camera would flash when taking the picture. Then when trying to unlock the scooter, it would sound like it has unlocked but then start making an alarm sound and not go through so in the end we had to abandon the idea and part with £4 of our money as my partner had been waiting for me on his bike for 20 mins at this point.
I guess you have to get to the vehicles v early to actually get one with any battery left. 🤷🏼‍♀️

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Anna Beth 21

a year ago

Response from developer

Hi- We're sorry to hear that your experience with us was less than satisfactory, as this is certainly not what we want for our users. In regards to any charge, our customer service team can look into this for you. Just send us an email at support@beryl.cc or use the messenger within the Beryl app. We appreciate all feedback, as this helps us improve our service. Ana at Beryl

Terrible customer service and NOTHING works

Non of the bikes are working and have not been working and talking to customer service and all they can do is talk back I understand the bikes probably aren’t working and there’s is nothing they can physically do while sat on the customers service line but what is the point of these bikes scattered around if they are not working but still taking the money.. and customer service person was the worst talking back and not trying to even understand the point or the problem the person I was speaking to was Luca and he was completely dismissing the actual issue and the point of these bikes.

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Palau’s s disk. Kkanans

a year ago

Response from developer

Hi- We're sorry to hear that your experience with us was less than satisfactory, as this is certainly not what we want for our riders. Thanks for taking the time and share your thoughts/feedback. We can review this for you, please email us at support@beryl.cc and we'll look into it. We'd love to get to the bottom of this so that we can get it right for you. Ana at Beryl

Too complicated

Far Too complicated to set up,gave up after an hr of confusion, and why say it’s free when it’s not.
get a cab.

Bridport

a year ago

Disgusting company

I would leave 0 stars if I could. Took a Beryl E-Scooter to get home, 15 minutes into my 30 minute journey and the scooter broke down, would not move. Contacted support through the app and they agreed to refund me, but only partly! As I’d taken a 15 minute journey they were still going to charge me for the 15 minutes of my journey! The way I see it, if you took a taxi or a bus, and it broke down mid-journey, you wouldn’t expect to be charged for a portion of the journey that you did get taken. Customer service agent refused to refund the whole amount, advised to contact support via email to make a complaint, was advised a 24 hour response ETA, never received a reply. Tells you all you need to know about a company. Do not recommend, and have deleted my account. All that over £2.10, worth it right guys? Disgusting.

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Joe Currie

a year ago

Response from developer

Hi- We're sorry to hear that your experience with us was less than satisfactory, as this is certainly not what we want for our riders. We truly appreciate your feedback. We do aim to reply to all our inquiries and will be sure to review this. We would love to get to the bottom of this so that we can get it right for you. Ana at Beryl

no bikes and heavy fines for thefts

Tried using this service in manchester and theres so few bikes available and half of them that say there available don't unlock. When i did finally get one I was barraged by young people wanting to steal the bike. I kept ignoring them but then eventually as I was parking it outside victoria station I got mugged for the bike. I reported it to the transport police and gave Beryl the reference information, but beryl still fined me, even though it wasn’t my fault. I will NEVER use this ‘service’ again. Worked out A LOT more expensive than just getting taxi. Not worth it and a lot of hassle to boot.

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Gahaidis

a year ago

Response from developer

Hi- We're sorry to hear that your experience with us was less than satisfactory, as this is certainly not what we want for our riders. We would love for you to try riding with us again, please do get in touch with us at support@beryl.cc,stating your account email, so that we can look into it further. We hope your next ride with us will be much smoother. Ana at Beryl

No bell!

The scooter I hired bad no bell which was extremely dangerous riding where I did today. I had to keep stopping and asking people to move! As no bell. I wasn’t going to pay another unlocking fee to pick up a scooter with a bell.
Then when I parked in a bay and wanted to end ride, I got a warning message saying are you sure you want to end the ride as parking outside bay fees may apply!? Why do that to me? So I rode around til a 1 min within its battery life and riding out more and more minutes trying to find another bay to park in so I don’t get charged. Eventually with 1% battery left I go back to the one I’d first found and took a chance and just ended the ride.
Thankfully it said thank you for parking in a bay.
So much hassle for nothing
Also I’d suggest there is a way of finding AND navigating to bays!!! Nearest bay to you and not have to waste time going back and forth into google maps to try find out how to get to one.

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Dick38Tom363636

a year ago

Response from developer

Hi- We're so sorry for the frustration this has caused. Thanks for your review. Our customer service team can look into this for you. Just send us an email at support@beryl.cc or use the messenger within the Beryl app. In future you can message us right away so we can help and you can also use the 'Get Directions' feature to find a bay. We hope your next ride with us will be much smoother. Ana at Beryl

Stole my money! Horrible company and app.

I never ever leave reviews however my experience with this app and company was horrible. This bike company is ridiculous. If the bike isn’t working properly and you think you locked it but it didn’t work, it continues to charge your card if someone uses it. So it takes money from your card without consent. The company doesn’t do anything to help or refund you. I also bought a package and the package doesn’t even work. I still paid for my ride using money even though I had pre-bought minutes. Also if you miss type a bike code it could unlock a bike in another place. In order to end the ride you would have to find that bike (which you have no way of doing) and lock it. The app and company doesn’t care about its customers. Poor customer service. DO NOT RECOMMEND! Unless you want your money stolen from you.

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mtagz

2 years ago

Steals your money

Problem 1. Frequently charges you “out of dock” fee when you lock, even if you are in the dock already.

Cause 1. This happens because the checks are GPS based, and the bike hardware does not update its location quick enough before you lock.

Problem 2. Bike locked. Ride did not end as servers did not register that I locked it. Ride was active for nearly an hour after this. Beryl then attempted to charge me for that time. I took preventive action to stop this immoral and likely illegal charge from going through. Customer service said I wouldn’t be charged, yet, the system tried to bill me. With my account now prevented from activating any other rides, I was left with the option of uninstalling the application.

Cause 2. Fundamentally buggy and unreliable systems, and poorly trained customer team who cannot handle these outlier situations. Verdict. Will stick to taxis / ride hauling services and I advise you to do the same. Bike rental companies are still not mature and solid enough for you to rely on them for your daily affairs.

2 cents:

Not relying on the bikes for essential transactions would be a good idea. GPS and cell signal on so many devices will always lead to outlier cases.

Maybe implement this technology in the docks themselves? Research what other cities have done?

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Rafael Rod.

2 years ago

Response from developer

We're truly sorry for the frustrating experiences you've encountered with our service. Ensuring accurate billing and reliable bike functionality is paramount, and we regret falling short. Your feedback about the GPS-based issues and system bugs is invaluable, and we're actively working to improve these aspects. We apologise for the inconvenience caused by the unresolved charges and the lack of effective support. We're committed to refining our technology and training our customer service team to handle such situations better. Your suggestions about implementing technology in the docks and researching other cities' solutions are appreciated. Please contact our support team to resolve any outstanding issues with your account. Thank you for sharing your insights and helping us improve.

So easy to use

It does what it says on the tin! I’ve used this app now with twoo very different phones now and it’s worked smoothly for both. The only issue I’ve ever had is writing this review - I can’t see the letters!

The connection is fast and easy, the app picks up what bikes are where, so you know where to go to collect one. If there’s an issue, you can report a fault, and while I did get charged once for using a faulty bike I couldn’t even ride, just because I’d unlocked it, I sent a message and by the time I got to my destination I’d been refunded. Hope this can be seen!

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Sarae Bettany