I had Netflix for over four years and absolutely loved it. I decided to go to Blockbuster because of Total Access. It is just more movies for about the same money.
I rent only BD movies.
I was having the same issues you where having in the first month with blockbuster. I called CSR and got the same email response, and got all the free coupons too. The only way I corrected this problem was by moving movies that show available to the top of my queue. It seems that Blockbuster has a different queue system than Netflix. Netflix was really good about sending your next "Available" movie no matter where it was in the queue. Blockbuster works much different. They put a huge weight on the movies at the top of your queue. So even if the movies at the top of your queue say short wait,long wait etc., they try and send you those movies at the top of your queue and will even skip a shipment.
I know my solution really sucks because that means you would have to be shuffling your available movie titles to the top of your queue all the time.
So since I started putting only available movies at the top of my queue, they have not skipped any shipments. This also sucks because you might not be able to see new releases for a while but sometimes you can grab those Blu-Ray new releases in store.
But I would never recommend Blockbuster Online to anyone, especially now since they got rid of their unlimited in-store trade in. Go with Netflix, more availability and more obscure titles and music titles. They also just dropped another dollar of their plans.