On the UPS situation, set up a video cam, simply to use. Then send the tape to CBS Chicago News team, and BAM, it will be addressed. One of the UPS drivers would stand at the street and toss the package at my front door. Claimed he was in "fear" of my dogs. No he was lazy. We have video feed for the front door from ADT. So I used the tape, and set it to UPS in Palatine (local hub). The driver got fired, since I also sent a video feed of the FedEx person coming right to my door with no dog issues or concerns.
UPS and FedEx do not have a an actual product to sell. They are a service industry. If the service sucks, that is a super huge problem for their corporation. Since that is all that they have to offer. Think about, if you Starbucks coffee drink and the service sucks, but unless you go to another Starbucks, you can't get that certain drink. Bringing a package to your door, now that can be done by other delivery people. You might also want to make the head office of the store you purchased the product of the terrible serve from UPS.
As in all things with business, document, document, and have a paper trail with some video. Hear say won't cut it.