experience returning cellspot

I'm trying to return a T-Mobile cellspot at the TMO Store @3 Travis Blvd in Fairfield. The website says to just bring in the cell spot tot the store and to not start the return process or they won't accept it. I brought it into the store and they refused to talk to me immediately. I was never had a chance to say anything but point out that their website explained that I couldn't return it to the store if I started the return process.  
 

Service has dropped substantially since John Ledger left. The employees here are rude and didn't even try totalk to me about the issue. They just directed me to call customer service. I've been on the phone on wait for over 20 mins. This really is the worst mobile experience I've ever had.