So I work for a major American retailer, and of course all their calls are routed through a call center in Ohio because no one can get a hold of anyone in the stores themselves. And even though I can route customers wherever they need to go, I still get a bit annoyed when customers call the “wrong” store. Like I just had someone call in saying they wanted to check the status of a PC assembly, but they were calling our store in Dallas when the build was going on in Houston. My immediate thought was “idk, call Houston” before realizing that they’d just get me again if they did.
Although our stores do have an extension to reach service directly, but customers rarely use that and instead we wind up transferring them.