What can Brown do for me?

Brown could close its doors forever. That's what Brown can do for me. I placed an order on Wednesday. It was shipped next day air via UPS - guaranteed to be delivered by 10:30 AM on Friday. It is 3:09 PM. No package. I called UPS and they "apologized" for not meeting their commitment. Why didn't they meet their commitment? The driver has been really busy today. Isn't it their job to manage the driver's workload so that they CAN meet their commitment. Two tries to get a call from the local supervisor have resulted in NO PHONE CALL. I don't know where my package is, don't know when its coming. UPS failed to meet their commitment - but they sure aren't offering to refund the extra money paid to have it here by 10:30! And it's not like this is the first time I've ever had trouble with UPS. They consistently fail to meet expectations. Right now I'd like to flush Brown down the toilet.