We ARE mad, the problem is everyone that isn't a Hroth or Viera aren't mad about it because it doesn't affect them. (Either their race isn't one of those or they don't wear hats anyway).
But, it does affect everyone because if they are happy to keep cutting corners with stuff like this, they will find more ways to cut corners (aka no ears on Miqo hats). They are testing the waters with what they can get away with not doing and they'll get away with it because not enough people care about how viera/hroth are getting royally screwed.
There are PAID ITEMS we can't use.
There is CONTENT IN THE GAME we can't see.
We pay just as much as everyone else. This isn't like, "oh waahh, I have to do content for the hairstyle that's still available with gil" this is, "I spent money on the Yshtola outfit back during Stormblood and now I can't use that hairstyle at all." It's, "I bought the art book and got Matoya's Hat but I can't wear it at all."
Every single player should be f*cking disgusted about this because it is seriously gross that it's been nearly 6 years and we STILL CAN'T USE SHIT WE PAID FOR PRE SHB.
But they don't care cuz they've got their RP hubs, they've got their free trial races that don't have this problem, they don't wear hats anyway so f*ck the rest of us. They tell us if we are so mad about it than to unsub, but that's not going to fix this because SE tells people to stop playing the game all the time. There isn't a way for you to communicate with them that the reason you are leaving is because you can't wear a hat or use items you have purchased. They don't listen to feedback from the community unless it's damaging and not enough people want to hurt them.