sorry this happened to you! my mom is a secretary at an elementary school and she just LOVES her UPS and FEDEX men!!lol. I think it doe shave a lot to do with saying hello, like Odessa said be nice but firm. she also deals with them often. as to why they lied that was not very nice at all!! maybe when the driver comes in you can ask him what happened and maybe if he is the regular driver even. hope you get your book and better service next time!