Is this what being a T-Mobile customer is like?

I'm here to ask while I still have a chance to escape T-Mobile if I need to. So I took advantage of the promotion that T-Mobile had where you could get $800/phone when you trade in a qualifying device when activating a new line of service. I had two iPhone XS and a Galaxy S9 from Verizon that I was trading in and porting in the new number. That was Tuesday evening (1/11/22). The call was all over the place and didn't go smoothly but it seemed like it ended the right way. I asked multiple times to confirm I would be receiving the $800 credit towards each of my new purchases, paid the tax, and submitted the order over the phone. I received the new phones on Thursday evening (1/13/22). Due to the fact that I needed to make sure all of our stuff was backed up on our phones and my mother's, I couldn't activate the phones right away. I did it today, 3 days later on 1/16/22. Before I confirmed the order, I asked if boxes would be sent so I could ship the trade-ins to T-Mobile. She said that there would be. No boxes came with the order. She also said that I could take them to my nearby T-Mobile store and turn them in there if I was more comfortable doing that. Given that there was $2400 on the line and I wanted to make sure my trade-in phones arrived in the same condition as they left my house (pristine), I decided to bring them to the store. I took them to the Monticello, MN location and right away the guy told me he wouldn't take the phones because I didn't buy them there. I told him I had no idea where to send them because I didn't receive shipping labels or boxes. He said he would print them out for me...but then he looked up our phones and said that there were no promotions for our devices and that he couldn't help us. First thing...it seemed apparent to me that they just didn't want to help us at the store since we bought it over the phone/had the new phones shipped. Second, the guy was pretty arrogant. Thirdly, when I called to try to things taken care of, they told me it was going to be an hour long wait. Sure...when I called to setup new service, there was no wait. Now after I've already activated, I get put to the back of the line and need to wait an hour. So I set the call back option so that when it was my turn T-Mobile would call me back. They call back a little over an hour later and the person that gets on the line hangs up on me immediately. So I call the new sales line...get someone on the phone immediately, and explain to them what's going on. They tell me that the rep that setup my order did not enter the trade-ins or the promotion and that we were no longer eligible for that offer. They're refusing to honor it retroactively as well even though they see the order was made on that date and can review the calls where I confirmed multiple times that the promotion would be applied. I almost blew my top. This is still not resolved but now my lines are no longer on Verizon and I really have no recourse at all except to migrate our data back over to the older phones, return the phones and try to get Verizon to re-enable our lines. 

I have NEVER had a worse experience with a cell-phone company. Has anyone else experienced anything similar with T-Mobile?