Radical: Luggage Storage

It was very convenient to have luggage storage at the train station (the official trenitalia site says there is none.) The online reservation for our bags was easy. However, I spent over an hour trying to find the location! The geolocation feature in the app gives a location in the shopping mall across the street from the station (incorrect!). There should be clear instructions about where this service is located. As you enter the train station main door, the baggage drop is in the small convenience store (edicola), in between the door to the platforms and the coffee shop on the left. Show the cashier your reservation receipt and leave your bags with him/her.

Like many reviews have said, this app is a great idea but terribly executed. I showed up to the location I booked and was brought to their back storage room where the door was wide open to the rest of the store. I asked the clerk if he was sure my bags would be secure, to which he responded that the door would be closed and locked the whole time. I still wasn’t convinced, but I had nowhere else to leave my bags so I just hoped for the best. When I returned to pick up my bags, a different clerk greeted me and told me I could go grab them. The door was propped open with nobody around to monitor who was going back there. The clerk also didn’t scan my app OR EVEN LOOK AT IT to make sure they were my bags. Anyone could’ve seen the Radical Storage sticker on their door and walked in to ask for the bags and he would’ve handed them over. Customer service took over 12 hours to respond, and when they did finally respond it was a generic response “ensuring” me it wouldn’t happen again. Yuck. Please do not use this app if you value your belongings.

It gets two stars because my bags were safely stored for a few hours, and when my friend and I used it a couple weeks ago all went smoothly. But when I tried to use it this past weekend in New York, the address I was given was completely wrong. The person at the address listed was clearly used to it and tried to give directions but there was a language barrier. I tried calling the location and had a similar issue. It was hot and I was in the middle of the Times Square district so I thought it would be easier and faster to use the customer support chat to say the address was wrong and I couldn’t find the place. The “support” agent typed “did you call” and “did you email” and when I explained that I called but it hadn’t helped they just said “email them.” I had now been dragging the bag around in the heat for over 20 minutes and didn’t think an email would help me quickly enough. I finally found it using the map the first guy had drawn and by just going into several stores nearby. The agent finally asked what email the reservation was under but by then I’d finally found the place. The guy there was rude, and it was two blocks and across the street from the address listed in the booking. In the end my bags were fine. But it was a terrible experience and the customer service was just mind-blowingly bad.