Horrible Order Experience: Missing Pro WIFI Extender

I recently upgraded my Wifi to the new Pro plan. I ordered online and was told I would get a notification when my order was ready. I did not. 

Today I decided to go to the store and just pick up my order. I was disappointed to learn that the box I was given did not include the Pro WiFi Extender, the whole reason I changed my plan.

So I thought no big deal, I’ll just order one. Nope. I can’t do that. There’s no way to order it independently and when I try to use the in app chat feature I end up  going in circles. 

How do I get the extender part of my plan that I am paying for?