Yes, it's common. No matter what happens, never bother using the 20 coupons for refresh.
I have friends who wait until 9pm and still get nothing, and convoying in the afternoon slot is too dangerous.
Your best bet is making sure you're there for all 3 hours, and it's no guarantee either.
Try putting this in the Customer Service, Qolem/Addison can forward this for you, so at least you tried to do something about it!