Bad customer service

I purchased a device last week Saturday and on day 2 the device no longer wanted to charge . I returned the device on Thursday and want the contract cancelled so that I can take another device . The clerk advised me she contacted support and customer service and they closed the ticket. I have been chatting to numerous of chat agents which is of no help and just ends the chat with saying I have to be in store. The store has the device ,the clerk has been In contact no one is of help I do not understand why I have to be in store when everything has been passed to the support team. I am very disappointed in pay joy. My first experience is pathetic.