Hi,
Co-founder of Exodus here.
Yep, I dropped the ball here on a prompt response.
Here's what has happened, within the last three weeks, we've grown about 10x. In the last week, we've brought on three customer support reps to help with the volume. I saw your email and thought that it'd make a good training email when the rep starts the next shift. My failing was in starting to view these emails more from the perspective of just another email and not with the reverence of someone's money is on the line. I'm sorry for this
Also, regarding ShapeShift. That's our fault to. Not that they didn't send out your transaction, but that we brought you to them and they didn't deliver and meet your expectations. We are evaluating on how we can bring about more reliability and stability. We don't want customers of Exodus to have exchange experiences where they don't get their money.
All-in-all, this is 100% my fault. We are fighting to scale this company so that we can be around 10-years from now and it's clear we have a lot of work to do.
-JP