This is common in retail environments, and it makes sense. Corporate support staff get experience with the pain points that store staff experience, which (in theory) improves store operations and customer service.
One of the very few things that could have made the customer experience even worse.
I get the idea behind the philosophy but this is spot on; HD stores are running bare bones crews, parts delivered to the store, in my experience, are damaged at least half the time. HD doesn’t care about the customer experience and it shows, because the challenge is they don’t want to pay to staff stores appropriately.