Customer service is terrible
I rented an e bike and soon understood that it wasn't working, I had to pedal so hard to get anywhere and most of the journey I had to get off and drag the bike with me as it was just too heavy to pedal. I got charged twice as much as I normally do as it took me so long to get to my destination. When I contacted customer services to get a refund I had the most abysmal experience with Scott who refused to give me a refund as I completed my journey and didnt leave the bike as soon as I realised it wasn't working properly. I asked to speak to someone else but Scott claimed to be the only person working for Beryl and he had absolutely no sympathy for my experience. I usually ride a beryl bike every day but now I will never use one again.
- thank you Beryl for replying on here, there was no need really as it is the exact same message as you sent to me over and over when I tried to get help. It's not my fault that I didn't cycle past a bay. If I had stopped to drag the bike back to the bay I got it from it would have taken me ages, and I had a job to get to this morning, therefore I kept trying to ride it. But thank you for sending your policy, AGAIN. I will read it for the fifth time now.
Reply from Beryl
Good Afternoon Isabel,
Thank you for taking the time to share your feedback. We genuinely appreciate all feedback, whether positive or negative, as it helps us to continually improve our service.
I’m sorry to hear about the issue you experienced during your recent ride and that you were dissatisfied with our interaction.
As outlined in our Terms of Service, if you encounter any issues that prevent you from continuing to use or securely locking the vehicle, you must end your journey at the nearest bay immediately. Since you continued to ride the vehicle, you are not eligible for a refund.
You can review this policy in Section 13.5 of our Terms of Service: https://beryl.cc/terms
I would also like to clarify that when you requested to speak with a senior member of staff, as the highest point of contact for escalations and complaints, it is my responsibility to handle these matters directly.
We appreciate your previous use of our service, and I’m sorry this experience has left you disappointed. Your feedback has been noted and will be shared with the relevant teams.
Kind regards,
Scott Campbell
Customer Service & Operations Manager
Beryl