Beryl レビュー 

Beryl からの回答

2026年6月20日

Good Afternoon Jack,

Thank you for taking the time to provide feedback regarding your recent experience with our bikes. I am truly sorry to hear that you had a negative experience with the quality of the bike and the service provided. We aim to offer reliable and enjoyable rides, and it is clear that we did not meet your expectations this time.

We take maintenance and safety seriously, and I assure you that we will inspect the bikes thoroughly to address any faults. Your feedback is invaluable in helping us identify areas for improvement, and we are committed to ensuring that our bikes are in top condition for all users.

In order to better assist you, may I kindly request for your Beryl account details via an email to support@beryl.cc

We’ll strive to do better.

Kind regards

Scott Campbell
Customer Operations & Risk Manager
Beryl

Beryl からの回答

2026年6月3日

Good Morning Rohit,

Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.

I’m glad to hear that you found the service to be a cost effective alternative to Uber and the bus while riding in Brighton. That said, the issues you’ve described around the app reliability, locking mechanism, and bike condition are not the experience we want for our riders.

Regarding the specific journey you mentioned, our Customer Support bot initially confirmed:

"Currently, our customer support services are unavailable. We will thoroughly assess this conversation and address any concerns or incorrect payments at 7am when we resume operations."

However, due to a delayed locking system update, the journey remained active until 21:31:15. This resulted in an additional 6 minutes and 58 seconds being charged beyond the actual ride time. This was identified, clearly explained with supporting evidence, and the additional time was credited back to your account, ensuring you were at no financial loss. Your charge was adjusted accurately when this was raised with our Customer Support team.

We are continuing to improve both app performance and fleet maintenance, and your comments help us focus on where improvements are needed most.

Thank you again for your feedback.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Beryl からの回答

2026年5月29日

Good Afternoon Michael,

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.

We do have many international users who are able to register and hire successfully with us, we recognise that the SMS verification process may not work seamlessly in every situation. Your feedback on this is valuable and will be shared with our product team as we continue to improve accessibility.

We take maintenance and safety seriously, and I assure you that we will inspect the bikes thoroughly to address any faults. Your feedback is invaluable in helping us identify areas for improvement, and we are committed to ensuring that our bikes are in top condition for all users.

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.

Please rest assured that we are committed to improving and providing a better experience for our customers.

Kind regards

Scott Campbell
Customer Service & Operations Manager
Beryl

Beryl からの回答

2026年5月25日

Good Morning Phillip,

Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.

Our aim is to provide an affordable and convenient alternative to other forms of transport, and we regret that this was not reflected in your experience. We are continuously reviewing our pricing structure to ensure it offers the best value for our users and your feedback is invaluable in this process.

We do offer a range of packages designed to suit multiple riders' needs. Whether you're a daily commuter, a weekend adventurer, or somewhere in between, we've got you covered with options that provide flexibility, affordability, and convenience.

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

Beryl からの回答

2026年6月24日

Good Morning Abdulhadi,

Thank you for taking the time to share this feedback.

We are very sorry to hear about your cousin’s accident and the injuries he sustained. We appreciate how distressing this experience has been for him and your family, and we wish him a full and speedy recovery.

Following the incident, we have been in direct contact with your cousin’s father to understand the circumstances surrounding what happened and to ensure that appropriate support is being offered. The safety of our riders is our highest priority, and we take incidents of this nature extremely seriously.

Our team is continuing to investigate the circumstances of the incident thoroughly, including reviewing the bike involved and any available ride data. We remain committed to supporting your family throughout this process and encourage you to continue liaising with us directly via support@beryl.cc should there be any additional information or support required.

Thank you again for bringing this matter to our attention.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Beryl からの回答

2026年5月12日

Good Afternoon JB,

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 take maintenance and safety seriously, and I assure you that we will inspect the bikes thoroughly to address any faults. Your feedback is invaluable in helping us identify areas for improvement, and we are committed to ensuring that our bikes are in top condition for all users.

Providing an exceptional customer experience is of utmost importance to us. Our dedicated Customer Service Team is available to assist you from 7am to 9pm, Monday to Sunday, through our Live Chat function. It is our responsibility to ensure that all our users have a positive journey with us.

In order to better assist you, may I kindly request for your Beryl account details? 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.

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

Beryl からの回答

2026年5月12日

Good Afternoon Chris,

Thank you for taking the time to leave a review and for sharing your experience.

I’m really sorry to hear that several members of your group encountered technical issues during your trip in Weymouth. That is clearly not the experience we want anyone to have when using our service.

If you’re willing, we would really like to look into the specific rides involved so we can understand exactly what happened and feed this back to our operations teams. Please feel free to contact us at support@beryl.cc with any ride details.

We’ll strive to do better.

Kind regards

Scott Campbell
Customer Operations & Risk Manager
Beryl

Beryl からの回答

2026年5月12日

Good Afternoon Marcin,

Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.

I am sorry to hear that the ride did not meet your expectations, particularly in relation to the perceived performance of the vehicle and your experience with the app.

In relation to your comments about journey charges, I can confirm that live pricing is displayed within the app during your ride. However, I appreciate your feedback and will ensure this is shared with the relevant team for review. You paid £1 for the unlock fee and £4.76 for your 28-minute journey – £0.17 per minute when hiring an e-bike.

With regard to your journey end location, we make it clear in our Terms of Service and supporting help guides/articles that all journeys must be ended within a permitted riding zone. This is a core requirement of using the service. You were charged £25 for ending your journey outside of the permitted riding zone.

We introduced changes to the permitted riding zone in 2025. All active bays, where vehicles can be parked free of charge, are shown on the map view using rectangular symbols. When a vehicle is unlocked, ‘P’ symbols are also displayed to indicate approved parking locations.

We strongly advise all users to always refer to the in-app map to locate their nearest active bay. If a bay is suspended, it will not appear on the map. As outlined in our Terms of Service, if you encounter any issue that prevents you from continuing your journey or securely locking the vehicle, you must end the ride at the nearest available bay immediately.

In this instance, as the journey continued for 3.45 miles outside of the required process, you are not eligible for a refund relating to the ride charges.

I can also see that your account has since been deleted. If you decide to reopen it, I would be happy to review the charges again for you directly via support@beryl.cc, particularly as this was only your second journey with us.

Thank you again for your feedback.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl