I was a strong proponent of forest bikes because it was local. However, the customer service is as good as nonexistent. I had two broken bikes and I was never refunded, even though the app said that t... Voir plus
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I would like to raise a complaint regarding my ride today. First, the bicycle clearly displayed “£1 for the first 30 minutes” on the bike itself, and I have photos as evidence. However, this... Voir plus
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They charged me £20, for parking in the same zone where I picked up the bike from, which was very frustrating. Update - after being contacted by their customer service, they said that they will ref... Voir plus
L'entreprise a répondu
Absolutely thr worst, Usually when your bike is in a red zone the bike dosent allow you to park( like how Lime does it) forest allows me to park with no notification and then charges me £20 ! This is... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
We’re Forest. You know, those shared ebikes in London that look like trees. We’re London’s most affordable and most sustainable shared eBike. We give everyone 10 minutes free riding time, every day. It doesn’t stop at 10 minutes though, we offer riders a way to get even more free minutes by watching ads from our conscious-minded partners. We power our operations with 100% renewable energy (which we have done since day 1). We then offset our manufacturing emissions by growing an actual forest, through local and responsible tree planting, in Wales.
Coordonnées de contact
London, Royaume-Uni
- 02081577491
- cs@humanforest.co.uk
- humanforest.co.uk
1,4
Mauvais
341 avis
A répondu à 99 % de ses avis négatifs
Répond généralement dans un délai de 48 heures
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Littering our neighborhood with nowhere…
Littering our neighborhood with nowhere to walk on pavements near the train station let alone the accessibility issues caused for wheelchairs and prams.
17 mai 2026
Avis spontané
Réponse de Forest
Hi Jannat,
Thank you for bringing this to our attention, and we're really sorry for the inconvenience this has caused you and the local community.
We take reports of improperly parked eBikes seriously.
If you're able to, could you please contact us at cs@humanforest.co.uk with the location of the bikes? Once we have this, we'll report the bikes to our Operations team so they can be relocated as quickly as possible and take action with the riders responsible.
Thank you for bringing this to our attention and we're sorry again for any inconvenience caused.
Best wishes,
Miri
Forest Team🌳
I have used Forest over the last couple…
I have used Forest over the last couple of visits to London and although I experienced a couple of issues, it was because I didn't fully understand the terms and conditions for the parking of the bike. I raised the issue with Customer service and I have to say I was extremely impressed with how they responded and resolved my concerns
8 mai 2026
Avis spontané
Réponse de Forest
Hi there!
Thank you for taking the time to share your experience with us!
We're really pleased to hear that our Customer Service team was able to help clarify things and resolve your concerns, and that you were impressed with the support you received.
We also appreciate you highlighting the learning aspect around our parking terms and conditions, we know it can take a little time to get used to them, especially when visiting!
Thank you again for your feedback and for riding with Forest. We hope you enjoy our service again on your next visit! 😊🚲
Best wishes,
Miri
Forest Team🌳
30 mimutes free ride is a lie
I would like to raise a complaint regarding my ride today.
First, the bicycle clearly displayed “£1 for the first 30 minutes” on the bike itself, and I have photos as evidence. However, this pricing was not applied at all in my final charge. Based on the invoice, it appears that no 30-minute allowance was given, and I was charged a surprisingly high amount (£13.87).
Second, I returned the bike to the exact same location where I picked it up. When I started the ride, the app gave no warning that this was not a valid parking/end location. A fair and transparent system should prevent pickup from invalid locations or clearly warn users before starting that the nearest valid parking zone is elsewhere. Instead, when I tried to end the ride at the same location, the app kept refusing for a long time, causing extra delay and additional charges, which you should be able to verify from your system logs.
This felt misleading and unfair from a customer perspective.
I am requesting a full review and appropriate refund of these charges. If this is not resolved fairly, I will unfortunately have to share this experience publicly on Trustpilot and social media, as I believe other users should be aware.
16 mai 2026
Avis spontané
Réponse de Forest
Hi Zafer,
We're sorry to hear about your experience and appreciate you taking the time to share this. We'd like to look into this properly and help resolve it for you.
To clarify, the stickers on our bikes state “Up to 30 minutes for £1”, which refers to our dynamic free minutes system. Bikes are allocated between 1–30 free ride minutes depending on how urgently they need moving, based on factors such as location and recent usage. You can see the exact number of free minutes available for each bike in the app before starting your ride. We understand this can be confusing on a first ride, and we'd be happy to review your ride charge with you.
We're also sorry to hear you had difficulty ending your ride at the same location where it began. We understand how frustrating this would have been. If this resulted in any overcharge, we'd be happy to refund it, and we'll also share your feedback with our tech team to explore whether warnings can be introduced in these situations.
If you reach out to us again via email to cs@humanforest.co.uk or live chat with your account details, we'll be happy to look into this for you!
Thank you again for your feedback.
Best wishes,
Miri
Forest Team🌳
Absolutely the worst
Absolutely thr worst, Usually when your bike is in a red zone the bike dosent allow you to park( like how Lime does it) forest allows me to park with no notification and then charges me £20 ! This is absurd. And then their only explanation is that u gotta click on a icon and see if u can park or not, if you camt park after a specific point then why even allow the bike to go after that point( like in lime bikes they stop the electric engine and show up with a red icon on the actual bike and they dont let you park in the red zone as well, but what forest does is more like a scam than anything and the customer service is pointless as they keep repeating the same nonsense.
13 mai 2026
Avis spontané
Réponse de Forest
Hi,
We're sorry to hear about your experience!
To clarify, no-parking areas are displayed in the app once a rider starts a trip or taps on a bike. The red area outside of our operating zone are always visible on the map, but restricted parking zones within the service area become visible during the ride or by tapping a bike, this is to avoid map cluttering but we do understand this can be confusing, especially if you're new to the service.
We appreciate your feedback regarding clearer notifications. We're continuously reviewing how we communicate parking restrictions to make the experience more intuitive and avoid situations like this in the future.
We're also sorry to hear our support responses didn't meet your expectations and will review this internally.
If you reach out to us again directly via email to cs@humanforest.co.uk or through the live chat with your trip details, we'd be happy to take another look and review the case further.
Thank you for taking the time to leave your feedback.
Best wishes,
Miri
Forest Team🌳
I was a strong proponent of forest…
I was a strong proponent of forest bikes because it was local. However, the customer service is as good as nonexistent. I had two broken bikes and I was never refunded, even though the app said that they would refund me. I had another instance where I locked the bike, but the bike did not get locked, and someone took it for a joyride and exhausted my minutes Forest is yet to respond to me on my formal complaint. I have officially stopped using Forest bikes.
14 mai 2026
Avis spontané
Réponse de Forest
Hi Madhur,
We're really sorry to hear about your experience and understand how frustrating this must have been.
We'd like the opportunity to look into this properly and help resolve the matter for you. Please email us at cs@humanforest.co.uk or reach out via the live chat with the details of your account so our team can investigate further.
Thank you for taking the time to share your feedback.
Best wishes,
Miri
Forest Team🌳
Very bad apps and over charged…
Very bad apps and over charged customers.
Poor communication.
Rubbish service.
6 mai 2026
Avis spontané
Réponse de Forest
Hi there Ahmed,
Thanks for reaching out.
We're really sorry to hear that you had issues with the app.
We've requested information from you so we can take a look at your account. Please kindly respond to this request when you get the chance.
Alternatively could you kindly reach out to our support team and we'd be really happy to help
You can reach us via:
Email: cs@humanforest.co.uk
Live Chat: Available from 8am to midnight through the support icon on the app homepage
Phone: 020 8157 7491 (Mon–Fri, 9am–5pm)
Best wishes,
Gareth
Forest Team🌳
Did not clearly state i could only pause my ride for 5 minutes
did not explain clearly that I could only pause my ride for 5 minutes therefore resulting in a 2 hour ride. When I tried to finish my ride they wanted £31. I will not be using again and will not be paying that amount of money. update your system 😡
9 mai 2026
Avis spontané
Réponse de Forest
Hi there, Charlie,
Thanks for reaching out.
I'm really sorry for any confusion caused. You can pause your ride for up to 20 mintues at a time. During this time, you are still charged as usual, as the bike is still being rented. We'd advise using this feature for short stops.
We try to be as transparent as possible with our pricing, and the prices are mentioned in the app before you start your ride.
If you’re a frequent rider or love long rides, we have another money-saving option for you: Minutes Bundles! These pre-paid packages of riding minutes are available directly in the app. They’re a great way to save money if you ride often or need longer durations, you get unlimited free unlocks and no daily service fees when using a bundle!
We also offer a 20% discount on riding minutes to students, NHS staff, pensioners, and Emergency Services.
In our Minute Builder, you can also get extra minutes every day by watching ads, further increasing your savings. 😃
We've also requested information from you so we can take a look at your account. Please kindly respond to this request when you get the chance.
Alternatively, could you kindly reach out to our support team, and we'd be really happy to help
You can reach us via:
Email: cs@humanforest.co.uk
Live Chat: Available from 8am to midnight through the support icon on the app homepage
Phone: 020 8157 7491 (Mon–Fri, 9am–5pm)
Best wishes,
Gareth
Forest Team🌳
Avoid at all costs
First time using and accidently click on 'start a ride'. Couldn't stop it because the bike was parked in a 'bad area' in the first place. The app won't stop the hire because bike is in a bad. Tried the chat function, it generated a ticket, called and they arent taking any calls, so had to email whilst the timer is tick tick ticking up and up. Avoid at all cost. Should have checked out reviews. I thought as I see there bikes everywhere that they were a reputable company. Shame on you Forest bikes. Truely awful
6 mai 2026
Avis spontané
Réponse de Forest
Hi there,
Thanks for reaching out.
We're really sorry to hear that you had an issue on your ride.
We've requested information from you so we can take a look at your account as soon as possible and get this resolved.
Best wishes,
Gareth
Forest Team🌳
Bike broke
Bike broke, contacted support, they didn't ask any questions and offered no help but just levied charges and ended the conversation.
Agent's name was Rhys. Stay away!
5 mai 2026
Avis spontané
Réponse de Forest
Hi Joshua,
We're sorry to hear about your experience and appreciate you taking the time to leave feedback.
We understand how frustrating it is when your bike develops an issue and you feel your concerns weren’t properly addressed. Your comments regarding the handling of the case have been noted and will be reviewed internally.
We'd like the opportunity to look into this further. Would you kindly contact us directly at cs@humanforest.co.uk with your account details so we can review your case?
Thank you for bringing this to our attention.
Best wishes,
Miri
Forest Team🌳
The app was glitching and charged me an…
The app was glitching and charged me an absurd amount. After i rode the bike it claimed that i had been in a penalty area when i hadn’t and my ride ended early when i didn’t end it myself.
4 mai 2026
Avis spontané
Réponse de Forest
Hi there,
Thanks for reaching out.
We're really sorry to hear that you had an issue on your ride.
Could you kindly reach out to us at cs@humanforest.co.uk, and we can take a look at your account for you.
Best wishes,
Gareth
Forest Team🌳
This is a scam
This is a scam. They advertise on their bike “30-minute ride for £1”. In my very first ride, they charged me almost £6 for a 15-minute ride - almost the same price as taking a Uber. Stay away from companies like Forest Bike!
4 mai 2026
Avis spontané
Réponse de Forest
Hello Michael, 👋
Thank you for your review.
I'm really sorry for the confusion caused. Each bike offers up to 30 minutes, but the number of minutes each bike offers varies from 1 to 30. This can be checked in the app before starting each ride.
Could you kindly reach out to us at cs@humanforest.co.uk and we can take a look at your account for you.
Just to let you know we also have Minute Bundles, if you are planning on taking longer rides or riding often I would advise checking them out, these are set amounts of minutes you can buy, they can be found on the Menu in the app, there are also no unlocking or service fees when using our Bundles. 😃
Best wishes,
Gareth
Forest Team🌳
contact them when you have an issue
They charged me £20, for parking in the same zone where I picked up the bike from, which was very frustrating.
Update - after being contacted by their customer service, they said that they will refund the money.
4 mai 2026
Avis spontané
Réponse de Forest
Hi there,
Thanks for reaching out.
We're really sorry to hear this.
We've requested information from you so we can take a look at your account as soon as possible and get this resolved.
Best wishes,
Gareth
Forest Team🌳
I strongly advise against using this…
I strongly advise against using this company!!! I paid £9.99 for a 24-hour pass to use one of their e-bikes. After just a few minutes of riding, the bike started slowing down for no reason. I stopped for a few minutes to check what was going on, and suddenly the bike locked itself — and I was charged an additional £20.
I tried to continue my journey, but the bike no longer worked properly. I had to pedal it like a normal bike with no electric support, which completely defeats the purpose of renting an e-bike. After struggling for several more minutes, I couldn’t even find a proper place to park it, and I was already running late, so I had no choice but to leave it.
Despite trying to call and contact customer support via live chat, I received no help at all. The phone line is not working, and no one responds to emails.
I was charged again, and in the end I had to order a taxi just to make it to my appointment on time.
In total, I paid around £50 for a 7-mile journey, most of which I had to pedal manually — and then another £20 on alternative transport.
I have submitted a complaint and requested a refund, but no one has responded.
This is an absolute scam!!!! Avoid at all costs.
28 avril 2026
Avis spontané
Réponse de Forest
Hello Joanna,
Thank you for leaving a review. We're really sorry to hear about your experience!
I'm also really sorry that you still haven't received a reply from us. Our response times are a bit slower than usual due to the tube strikes. We've requested that you provide some more information here so we can take a look at your account and get this resolved as soon as possible.
Best wishes,
Gareth
Forest Team🌳
Forced me to go to a parking zone…
Forced me to go to a parking zone that's too far away and in order to get there, I had to go through a really sketchy area full of cars and just all around a really unsafe area. I had to stop and just left the bike because felt like I was being followed and targeted. Contacted their CS about this and they sent automatic email reply saying I have to park in a parking zone and completely ignore the situation. It is inhumane and inconsiderate, charged me £20 plus whatever cost of bike to find the nearest parking zone. It is a joke and will never use this company again, I hope it goes out of business soon because what good is it taking customers' money like this.
24 avril 2026
Avis spontané
Réponse de Forest
Hello Sten,
We're sorry to hear about your experience and appreciate you taking the time to leave your feedback.
Parking rules are often set by the local councils in the boroughs we operate in, and we're required to follow their guidelines when determining where our Parking Bays can be located. We would always recommend checking the map in the app before starting your ride so you can plan where to end it.
If you need directions to one of our Parking Bays, you can zoom in on the bay in the app, tap on it, and you'll be given the option to open the location in Google Maps.
If you ask for your email to be passed to me, Gareth, I'd be happy to take a closer look at your ride and review this further for you.
Best wishes,
Gareth
Forest Team🌳
I was charged over £60 incorrectly
I was charged over £60 incorrectly. When asking for a refund I was consistently assured it was sent but upon speaking to my bank nothing had been processed. Terrible and rude customer service who refused to engage with the issue despite previously admitting they had processed the refund incorrectly.
21 avril 2026
Avis spontané
Réponse de Forest
Hello Jay,
Thank you for leaving a review. We're really sorry to hear about your experience!
Could you kindly email us at cs@humanforest.co.uk and ask that it be escalated to me (Gareth), and I can take a closer look at this for you?
Best wishes,
Gareth
Forest Team🌳
Disapointment after disapointment
I don't usually post trustpilot reviews but this time I had enough.
First of all your app is the slowest app out of the competitors I used. It's like you didn't even try on android...most probably optimized for iOS because it's easier. I need to wait at least a minute for the bike to unlock, then I sometimes need to close the app so I can rebook a bike if the first bike was unavailable. It's just so frustrating. Then ending a ride as well, so slow.
Also ads are popping up all the time when I am on the run. Product managers need to relax and let the product do the basics well first and then try to sell other things.
Bikes have also deteriorated in the past year and are also poorly maintained.
And lastly I got a very snarky reply from your social team on one of your instagram posts. A company of your size should have your people trained better before replying like that next time.
27 avril 2026
Avis spontané
Réponse de Forest
Hi Gabriel,
Thank you for taking the time to share this. I'm really sorry to hear how frustrating your recent experiences have been.
Your feedback on the app performance is taken seriously and I've passed it on to our tech team. We're actively working on improving speed and reliability, and I hope you'll have a better experience soon!
We aim to strike the balance between useful information and a smooth experience regarding ads in the app, I will also pass your feedback on this on.
Weather conditions and frequent use can affect our eBikes, but we have recently increased our Operations Team and I hope you will see a better bike quality soon! 🙏
Finally, I'm sorry about your interaction with our social team, that's not the tone we expect. We'll be following up internally to ensure communication is always respectful and helpful.
If you're open to it, we'd appreciate the chance to look into your specific experiences in more detail and make things right. Please feel free to reach out to our support team with more information via cs@humanforest.co.uk.
Thanks again for sharing your thoughts!
Best wishes,
Miri
Forest Team🌳
Wish I could give a minus star rating…
Wish I could give a minus star rating for this diabolical company, I have used lime bike daily for a couple of years now then due to a train strike had to use forest, I purchased a pass made my first journey then later the same day after a long day at work and I tried to use my 27 minutes remaining for it to tell me my payment hadn’t gone through and was not enough money in the account which is absurd as they have charged me 3 times, the first being £5 second £3.99 third 60p then when I tried to call the help number it was telling me they were closed then the live chat was sending me useless questions so I had no choice but to walk home ! This company is the worst experience I’ve ever experienced and would advise anyone to never use them ! I’m looking forward to the response if any about the 27 minutes I lost out on and will not forget this until I receive a full refund! Makes sense now that you always see lots of these bikes sitting around as people clearly don’t want to use them !
BRING BACK LIME TO ALL AREAS
25 avril 2026
Avis spontané
Réponse de Forest
Hi Katy,
We're really sorry to hear about your experience!
We've requested your details so we can look into this further and get a clearer picture of why you weren't able to rent a bike.
In the meantime, just to clarify the charges you mentioned- the £5 charges you're seeing are pre-authorisation holds. These are placed on your default payment method each time you start a rental, similar to a deposit. They aren't actually taken and should be released back into your account. The timing for this depends on your bank.
The £0.60 is also a temporary hold, it's a one-time verification when a new payment method is added. This will be released as well.
The £3.99 appears to be the charge for your bundle.
I'm also sorry to hear that you had some difficulty reaching support, we completely understand how frustrating that must have been.
Once we have your details, we'll investigate this properly.
Best wishes,
Miri
Forest Team🌳
charged 3.97 for 10 mins
charged £3.97 for 10 mins, emailed about it and got reply not relevant to issue. thought it was 30 mins for 1 pound.
11 avril 2026
Avis spontané
Réponse de Forest
Hi there,
I'm sorry to hear about the confusion caused, that's not the experience we want you to have.
Each bike in the app shows how many free minutes it currently offers before you start your ride. These free minutes range from 1 to 30 minutes, depending on how urgently the bike needs to be moved, which is why the sticker on the bikes mentions ''up to 30 minutes for £1.''
It sounds like the bike you selected had fewer free minutes available, which is why your charge differed from what you were expecting.
We'd really like to look into this properly for you. Please reach out to us again with your ride details, and we'll make sure your concern is addressed accurately this time.
Best wishes,
Miri
Forest Team🌳
Réponse de Forest
Dear Maria,
We'd really like to look into this for you and clarify any charges. Please email our support team at cs@humanforest.co.uk with your details so we can investigate and assist you further.
Best wishes,
Miri
Forest Team🌳
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