I agree, you shouldn't. You shouldn't also have customer services staff being short in their replies, nor unhelpful and totally non-commital when asked what they are doing to help. My experiences with UPS have totally put me off them. Not because this is a 'one off' in the eyes of those who haven't had any problem (yet) with UPS, but more down to the attitude I and the shop involved are getting from UPS.
Let's see if anything comes back from the Management Concerns Department...