Sounds like you were at a premium retailer and not a corporate store. Corporate stores will ship the phone directly to you. Only at retailers are you to return to the store to pick it up. It is because they have to "buy" it from Verizon to sell to you. They have to receive it into their inventory before you can pay for it. At a corporate store, when ordering a device you give a credit card that is charged when the warehouse ships it. Your only place for complaint is to look at your receipt and find the name of the third party company that runs this store and call their customer service line. Verizon Wireless cannot do anything for that.