Appointment fiasco and no tech either

So I made an appointment at me nearest xfinity store to swap out my gatway for a newer (gen7) model. Filled out the appointment form and at the bottom they ask for the reason for your visit. So I typed I want to change out my Gateway 6 for a Gateway 7. This was Sunday. Today rolls around I get to the store, wait outside for my turn. Told I can go in talk to the gentleman I was directed to. Within 10 seconds I was told they were out of stock. My question is why have that "Your Reason for coming" area if the people don't read it. That's 4 days they had with which they could have contacted me but instead I have to waste my time to find out I went there for nothing.

So I said well then I'm just going to get the line activated that I was going to hook up the new gateway to. Chatted with an agent (very nice person) only to be told that techs aren't going to homes and that they won't know when they will. Am I missing something? I live in a suburb of Chicago. To my knowledge this isn't a hotspot. Restaurants are open as well as other businesses. So again do I just guess when they go out again. Do I keep constantly calling? Quite frustrated. Sorry for the ramble.