There was no promise that they would make hats and helms work.
They DID say that they would release with zero outside of mascot heads and that they would work to get some head gear working over time (before the devs sneaked behind his back to make a ton of head gear work that ended up being there on release) but they never promised to ever make all head gear work. And in their Def there's a ton of head gear in this game that's not "hats/ helms" that Viera can wear.
Most recent thing they've said IIRC was "we're still looking into ways to get Viera and Hrothgar some unique helms" but even that's not a "promise".
You picked a limited race, it's ok to want more (I want tons of things added to CC in this game so I get not liking limits) but given that the devs were upfront about it there's no broken promise. They never promised that hats and helms were coming.
"
Q: With the two new races' unique heads, how will their headgear work?
A: It won't be displayed,
because those face parts wouldn't work in FFXIV's system if headgear were involved. Even Viera ears would've had to be moved down to where Miqo'te ears are. It would've been meaningless if you couldn't go all-out creating characters from these new races, so we decided that helmets wouldn't be necessary. You can equip them, but they won't be displayed. However, things that replace the head are OK, like the snowman head, fat chocobo head, etc.
No glasses. Basically, the default is that it won't be shown, and only things that replace the head are ok. We'll make
more things compatible over time, bit by bit, but they won't be compatible at launch. "
It's not some changing story. They never said that they wouldn't get head gear ever, but they also never said that they would add all head gear ever. This answer was from back before the devs snuck and did the extra work behind his back that they were going to do post release ... meaning that basically the general rule is that hats and helms are a no (For Hrothgar it's hats and open face helms) but everything else seems to work as that's how it's been from the start of the expac.