Brompton Bike Hire/Subscription Reviews 

The app is absolutely useless. Won't accept my card details, even though it's all correct. Had no issues before. By the way I've had the same card for a long time, so people avoid this shambolic company. Not professional.

Before making a purchasing decision decided to try a subscription. Subscribed on a Friday, bike delivered on Monday am, so very quick delivery. Bike itself looks like a brand new c line explore with 6 gears which I was not expecting. So great service so far. Very pleased.

I paid for the subscription on January 8th and the bike arrived on the 11th. On Feb 3rd, I gave notice of my wish to terminate because the bike is too heavy for my needs. They didn't come back within 3 days (2 were promised) so I went to the live chat. After 2 agents someone finally clarified that (crazily, for a "flexi-monthly" service) you have to give 30 DAYS NOTICE to cancel and that I'd hear back in another 2 days to see how it all works. So, I have to pay an extra month and I'm still at a loss as to how to return the bike, or whether that will cost me extra. So complicated, convoluted and not anywhere the "flexible monthly rolling subscription" that is advertised on the website

Absolutely terrible app. I don't even know how they are able to launch it in this state.
Not only does the app not work correctly but also it doesn't even allow customer service to be able to solve the issue on their end when something is wrong. They have 0 control or ability to fix an issue if something goes wrong. I spent hours on the phone trying to create my account due to multiple errors being flagged as "fraud" and even after creating it they just straight up suspended it for the same reason and that it's "under investigation". What does that even mean? I am trying to rent a bike not rob a bank??? Absolutely terrible, I would not waste my time, they do not even deserve any money they make with this completely useless app. Please change your policies of ways of accessing this, it is so uneccesary and so furstrating.

I cannot believe that a reputable company like Brompton would use this kind of company to service their customers. It’s very clear that the customer service is outsourced (which is not a problem), but they should vet the company they work with carefully. The agent we spoke to was extremely unhelpful and completely confused the whole process. I paid for the Brompton subscription on the 29th September, and bike didn’t come until the 11th October (another issue). I called Brompton to simply change the payment date so that it was 30 days as agreed. The agent I spoke to had no idea what I was talking about, in fact she even asked me what I would like her to do about it. Please investigate this agent, she is rude, unprofessional and made me feel very uncomfortable.

So I decided to call back to speak to a new agent, he had a much better attitude; however, he still wasn’t able to find my details on the system, despite me giving him my first name, last name and email address. He then asked if I’m sure if I used my name. Frankly, I’m extremely disappointed with my experience with Brompton, I expected so much more from such a large company.

I highly recommend NOT using the BromptonBikeHire
THE CUSTOMER SERVICE unbelievably terrible. It’s really a shame when a company like this makes a good product but they mess it up with their customer services. On top of that they are happy to take as much money as possible from you. They do a long-term subscription for £35 a month I said I don’t meet the criteria but they are happy to let me rent one for £5 per day. It’s just a scam really. I will be returning the bike I have and closing my account.
Do you not use their daily bike hire? If you don’t want to be ripped off I’ll have to deal with route customer service people who threatened to send it collectors but also put your account on hold so you can’t access it. Update your card details when you get a new card. Just absolutely ridiculous

Awful app. Underdeveloped and needs a lot of work.
Myself and my partner planned to hire some Bromptons today however the app would not let me verify my ID to activate my account. After a customer service consultant helped me to resolve this issue, my partner was unable to verify his phone number, bank card and now the app will not verify his ID. Frustrated and annoyed, we've decided to give it a miss as we cannot bear to call into customer services again.
My suggestions for improved user experience are: when there is an error a message which tells you why there is an error would be great (ie my ID failed because I had originally put my birthday in wrong), the functionality then to edit personal information like birthday and address is crucial. At the moment there is no where in the app where you can edit personal information which means you are subjected to having to call their customer service line each time with those issues.
Was looking forward to a cycle today but instead was just faced with error after error with Bromptons underdeveloped app.
Please sort it out Brompton.

2nd edit: after writing this Trustpilot review the Brompton team issued the voucher and rectified the problem.

I rented a bike for ten days, to test a Brompton out before I purchased my own. The reason I did this was because I had heard about the money off scheme where your rental fee would be discounted against the purchase. Because I knew I would get the money back, the bike remained folded in my kitchen on quite a few days when I was out of town, If I had have known how poor the customer service would be I would have returned it much sooner. I contacted the BBH team on 10th July to ask for a voucher so I could get the bike ready for a trip on 16th July. They told me it would take 3 days to get the voucher, then another 5 days for the bike delivery, so I opted to buy from a London stockist instead. It's now been 6 days and I have no voucher, and have heard nothing from their customer service team.

Edit: I fully understand that I cannot use the voucher towards purchases that are not made through Brompton.com. However I would still like to receive the voucher, it has now been 8 days since I requested it.

Hire and drop off were easy. Bike was generally in good working order but the bell did not work - bit of a shame

I have previously used the various London hire bikes like Lime and the Santander bikes and they were rubbish. When they are working (which the Lime's are often not) they are heavy and REALLY expensive. I tried the Brompton Hire app and loved it. I was signed up in minutes and I picked up my bike at Kings Cross (I loved that I could reserve it in advance). The bike was brilliant. I used it for two days and I was delighted I could fold it up and take it on the tube when it rained. Can't rate it highly enough I will think about buying one for sure.

It does work seamlessly. I am surprised myself.

The whole hire process worked flawlessly, is exceptionally good value and is pretty convenient. Bikes are well maintained and in good condition. Even though this is the first time I've used the scheme and the bikes, I experienced no real difficulties, other than the expected, how the hell does this Rubiks cube with wheels turn into a bike but the app even helped with that. So first time I've used the scheme but probably not the last.

Used the Stratford 3Mills collection point. Was extremely satisfied with the service, the app worked well, bikes were in good condition, returned with minimum fuss. Highly recommended for those who want to try a Brompton on a longer ride before they buy.

Best thing is to STEER CLEAR of this. Hired a bike to get to work and when it came to return it, folded the bike and opened the bay door. Reached around to pick the bike up and the door swung shut with the bike outside the bay. As i don't live in the area I tried to use the app to reopen the bay, didn't work, selected help on the screen, couldn't do anything with that either, tried calling but aren't 24/7 so didn't know what to do. With minutes before the train home had to leave the bike with the train station manager next to the brompton box. He was kind enough to lock it in their secure lockup where it's waiting to be picked up by Brompton. Called straight away this morning to let them know I had an issue out of hours and lets just say the reply I got back was utterly unhelpful and totally made me not want to use this ever again. When you want help and it's out of hours don't expect any level of help whatsoever!!!

The app is just awful. After taking some time to even be able to register I managed to hire a bike for today. The moment the hire confirmation came the app crashed and despite several attempts to reinstall it, I have not been able to get back on the app at all today. This means I haven't been able to return the bike tonight as I wanted. I will not be amused if I am charged another day.
The helpline isn't open 24/7 despite the fact that the hire facilities are and the email autoreply says they aim to reply in 3 days which is ludicrous.
The bike itself was fine today but I wish I had read the reviews first as I'm currently stuck with a bike I'm unable to return.

my experience of using the NHS "wheels for Heroes" scheme has been very positive. I am really enjoying the bike and find it just as good if not better than a full size bike as i can store in indoors or under my desk at work.

I am seriously thinking of buying one but i will miss the paint scheme of the NHS bikes. The customer service has also been very good and i cannot fault them.

Love this option for when I'm in London and Manchester, priced fairly, great product, and super helpful when you have a question.

I used to own a Brompton which was sadly stolen, my only one negative is that with the convenience of their bike hire, I'm struggling to justify buying another one! ;-)

Good price conveniently situated well maintained bikes. Great customer service and a good app. We did not realise the significance of putting the 2 bikes hired back in the correct order. The instructions do stress it but we did not quite get it. Perhaps a group hire might be an option.

I recently visited London and hired a Brompton. The App was very user friendly. The hiring booth was well located. Again retrieving and retaining the Brompton was so easy and straightforward.
I have a six gear Brampton at home and it’d be great if i can hire a six gear instead of the three gear Brompton.
Overall, loving it. Thank you Brompton 🚴🏻‍♂️ 😎

I am not a tech savvy person so was a bit daunted by hiring a bike using an App but it was super easy and the bike was excellent, easy to use and well equipped and most of all….FUN! The charge is very fair. I will definitely be hiring a Brompton bike again.