I also don't see how this is a situation that calls for the reps to be trained better. He was polite and honest. He just didn't tell you what you wanted to hear.

If you are not able to wait for a package from UPS (or FEDEX for that matter) may I suggest asking them to hold it at the depot for pick up. I believe the UPS depot is in Garden City and I know the FEDEX one is in Bethpage. I've done this several times when I knew I couldn't wait at home for a delivery. I just drove by and got my package.