I wonder if it is stated on UPS website that the delivery times are estimated, not guaranteed. I would have also looked up on the website the level of service of ground to see if I could have found out when it would have been delivered. If I could have found that information, then the chat would not have been necessary. Plus I would not have had to post this complaint on planetfeedback.

If the chat took place before 7 p.m., here is what I would have done...

Calm down before chatting
Calmly inquire when the package will be delivered
If the package will be delivered by the end of the day, then I would have thanked the customer service representative for their time & end the chat
Then I would have waited until 7 p.m.
Not use the word very disappointing unless I had to call UPS again because the package was delivered after the time the customer service representative told you the package would be delivered

The customer service representative did nothing that was inexcusable. The customer service reprentative simply gave you the facts. There is only so much the customer service representative can do based on what UPS gives them.