Just left a message for the CEO @tobi on Twitter. I encourage everyone to do the same. Let's see if we can at least get a response on making this a priority.
The good news it that it seems that Shopify isn't letting HunkyBill talk to customers any more.
He says that an order should not be changed because it is 'money in the bank' - He must not understand retail. The order isn't done until it is shipped. There are many reasons why an item needs to be swapped out before fulfilling. It really would be nice to get an official answer on this so that we can decide whether to leave or not.