Staff at Best Buy contacted Samsung who provided instruction for reboot and wipe. I was then given a new phone which I am using, and no, I did not use facial recognition! Can’t say enough about the staff at Best Buy.
I have tried replicating the exact place, lighting etc and still no luck. Best Buy will try to restore to factory settings tomorrow again (had to wait 24 hours). If they aren’t successful I guess I have to convince them that the phone is defective and they should deal with Samsung under warranty. And Best Buy replaces the phone.