Apple Store won't let me exchange unless I order online first


i called apple store inquire coming in exchange week old 7 plus 8 plus , told me had order online , have reserved in store first. show have them, saying if come in, have order online , pull phone stock when shows ready pick , said take day beacause bogged down x orders. what? i'm exchanging , if order order online pickup, can't because on att installment plan , not eligible upgrade now. makes no sense me exchange.
 

that not make sense. can come in store exchange? or maybe because online order return , buy new one?
 


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