While the situation outlined in your post is terrible and definitely not the experience that Exodus users deserve, it is a rare occurrence. Thousands of people use the Exodus exchange feature everyday without issue - you've presented two. It is extremely rare that exchanges are ever held and only happens when an exchange is flagged if it is suspected of being connected to a blacklisted address.

While we were extremely unhappy with how this situation all went down, it did teach us quite a few things about how to go forward. While we can never repay someone for the troubles they've endured, this customer was fully repaid by Exodus plus extra for their trouble. We even named the new internal company policy after this customer as a reminder to us.

Just a final word of warning about reposting things like this...
While it may be getting reposted with good intentions, the full circumstances behind an incident may not be fully explained in the original post, the story is usually only told from one person's perspective or it may not be true at all.

Thanks for allowing me to comment on this rare but ugly incident.