butterflywing, my brother is a UPS driver, and I have to say that they make great $$.
I think she needs to call and complain to the company, that is, if she can get to a human. Most of their lines are auto-answered and you can't get through to a real human.
That being said, if a driver returns to the garage with packages undelivered, he needs to show why they were not delivered. There are plenty of reasons why the packages might not have been delivered (building burned down, signature required but no one available, for instance). Also, due to the holiday, a "substitute" driver may have taken that route that day and was unfamiliar with the location.
At any rate, UPS does make every effort to insure the efficient delivery of packages. They know that in this market, if they can't deliver as promised their customer base will migrate to another carrier. So they want to keep you happy.
I say reach a live person and if you don't get satisfaction, go up the chain of command until you do. And the next time you see the UPS guy, I'd recommend that you say hello, engage him in a short conversation and explain how disappointed you were that your package was not delivered on time as indicated in the delivery confirmation you had received. Tell him/her you know that he has a tough job, but you would appreciate the same courtesy that he gives to the big companies like IBM, GM, and the like. Be pleasant and smile. His is a tough job; cut him some slack. Be firm but fair. I'll bet you get better delivery next time.
Sorry you were disappointed.