I've been buying Thunderbean stuff ever since Steve originally offered that 35mm scan of Gulliver's Travels as a special set nearly nine years ago, and have dealt with my fair share of poor customer service over the years regarding defective or never-received discs—the weird hit-or-miss nature of getting an email/P.M. response at all from Steve, and sometimes replacements not actually being shipped even when he responded they would (those being the days when tracking numbers weren't provided)—so I can sympathize with the frustration, and have even had my own interest tested at times. And I had the advantage of being a domestic customer, with packages typically taking a few days to arrive after being shipped; how much more time-consuming and frustrating it must have been for foreign customers given the greater transit time for international packages!
That said, things are quite a bit better now since Steve's associate David Grauman set up the Thunderbean Shop site and took on handling the order fulfillment and customer support duties. There are tracking numbers at last (at least for orders placed through the Shop, and replacement shipments in response to support tickets), and David is good at responding to support tickets and following through with things. If everyone except you seems to be receiving their copies of something, or you have any other issue with an order (including old direct-via-PayPal pre-orders), the proper way to get it resolved is to open a ticket on the Shop. Going forward, the historically bad support is no longer reason to hesitate to buy from Thunderbean.
A legitimate point could still be raised that the anticipated times Steve provides for when things will be done and shipped are often, shall we say, overly optimistic and need to be taken with a grain of salt at minimum—the holiday-themed (Halloween, Christmas) discs being more-or-less exceptions since he does go out of his way to get those done in time for the associated holiday. But one thing is consistent, which is that these sets do eventually get finished and shipped even if it takes much longer than estimated.
At the end of the day, I've continued to purchase these special sets over the years first and foremost because the benefit to me is too great to pass up, not just to support Thunderbean. Steve and these discs are the best connection we have now to the world of film collecting and the rarities and high-quality elements found therein, and between the studios' general disinterest in putting out official releases of their cartoons and the deficiencies that sometimes mar them when they do, these discs provide some of the best—or only—copies of various things that we'll have for the foreseeable future.