Complaint Review: United Parcel Service

On 4/22/2011 UPS Freight in Fontana received the shipment from the Orange County UPS freight office of my massage chair.  I was contacted on 4/27/2011 to set up a delivery date.  Tracking number 928084334.  I was traveling to Atlanta for a week and was in the airport when I received the phone call.  I requested delivery for the day of my return the following Wednesday between 12:00 pm and 3:00 pm.  It was nearly 2:30 pm on 5/4/2011 when I received a phone call from someone named Monique stating that UPS was not going to deliver my chair and that they didn't know where it was.  It will be a week tomorrow (5/11/11), and I still have no information about the whereabouts of my deluxe massage chair.  I have spoken to two dock supervisors.  I was told the name of the individual who supposedly logged in the chair; however, no Trailer information appears in the tracking log.  I'm wondering if my chair has been stolen or if it's really possible to misplace something that weighs 180 pounds.  The chair requires a lift and was crated.  I purchased the chair at a great price and don't just want the money refunded.  I want a similar chair as the chair manufacturer has gone out of business and there aren't that many on the market.  I haven't found any for the price I paid.  I paid for the shipping.  How do I receive restitution from UPS.  The on-line stories are horrific about UPS.  I'm hoping for a miracle -- but now suspect the worst.  The supervisor I spoke to said he would submit paperwork to locate the item, but now I'm not so sure.  I'll give them another week then start contacting Corporate in Atlanta.