I get both sides of the argument here.
One should assume that adding internal materials would make the skate stiffer and heavier.
When I fit people for custom skates, I build the spec sheet after the fitting, then present it to the customer, and explain each feature and why I didn't select it. I always provide them with an if/then answer when it comes to certain features. People sometimes only see the pro to go with a feature and not the con. Those who have volume issues then want to put the thickest tongue on the skate is a good example of this - not realizing it will rob them of volume when the tongue is on there.
However, not everyone has the knowledge or have run into those types of situations often enough to think that way. They see a custom order, assume the customer has done their research, and knows exactly what they want. (You typically see that with goal pad purchases.) My assumption is that the sales associate treated it as such and didn't question what he wanted. Keep in mind that now you have a lot of store managers/sales associates that are doing fitting for the first time, or 1 year or less experience with it.
I never got to fit a True skate, so I'm not sure if their fit guide states that the shot blockers add weight and stiffness. But there were posts in this thread that stated as such.