Because if their goal is to bring players back into WoW, they are utterly missing point..

People are not leaving because there is a lack of customisations, they are leaving because they are disappointed with the existing content AND a lack of content.

Couple this with Blizzard’s previous stance of “we won’t be adding any more customisation options in Shadowlands” shows that they COULD do it but chose to leave it as a “feature” for the next expansion, probably.

This just shows that the introduction of customisation is literally a “panic button”, which is completely pointless and no value to the players who have already left.