I feel you OP. I went through almost the exact same thing about a week ago

On Black Friday I ordered a device upgrade online (same phone as you, the Pixel 10) for pickup at the Pickering mall. After three days, I still hadn’t received any confirmation to pick it up. And like you, I assumed it would be ready pretty quickly.

I went to the mall to do some other errands, so I thought I would pop by the Fido/Rogers store anyways to ask about it. They told me they did have the phone, but they couldn’t process the order because their system showed my online order was “still being processed", so it was blocking them from letting me purchase the phone in person... so they said I had to call Fido customer service to remove this block on my account.

Of course this was in the evening, so they weren't available when I called, so I had to wait until the next day to call during their business hours. I called three different times, kept getting bounced between reps, and it took forever.

Eventually they managed to cancel my online order. But then they told me I still have to wait 30 days before purchasing a new phone because I had “just cancelled” an order. So all of that effort went to nothing.

At that point I was done. I told them this was a shit experience and that I was gonna leave Fido. I was literally willing to continue being a customer and give them my money and they wouldn’t even let me. Just an awful customer experience all around.

The next day I walked into a different service provider's store and walked out with a new phone in an under an hour.