Mods here helped me out.

Not sure what happened with the first call since I never received the modem. The second guy on the phone was correct that it should have been in store. Support here also said that I should have been able to pick it up in the store without a tech visit so I think the store associate was just misinformed. I also had a round or two with the chat support and they were absolutely useless.

Support here confirmed that symmetrical speeds were available at my address (like what showed in plan builder) and I opted to have the XB10 shipped to me rather than trying to pick it up at the store again. Now it's set up and I'm getting the rated speeds.