The answer is YES.
As far as your level of acceptance, that depends on your own pride for someone elses possessions that they chose to trust you to deliver for them. They believed you could do it no better than anyone else, and you failed.
If that customer wants a guarantee that their package will be delivered with care and on time, they can pay the preloader and the driver to load/deliver only their package. That would be great. I'll show up for work, load one box, get my guaranteed 3.5 and go home. The driver can deliver it, get his 8 and go home. The customer can pay ~$320 + transport costs. Everyone would be happy!
People want cheap services. They want reliable services. They want other people to bend over backwards for them to provide those cheap, reliable services. Unfortunately, that's not how things work in the real world. Why do quality products cost more money than their Chinese counterparts? Because the people making those products are skilled, and take their time, using quality materials.
UPS may advertise that they offer a quality service. They advertise a lot of things. During my "training", they advertised "quality before quantity". These words actually came out of the trainers mouth, like projectile vomit. If there was any truth to this, the concept of production would not exist in UPS's centers.
They do not care about the quality of a driver's load; they do not care about the quality of service provided within the facility; they honestly, really don't even care about misloads. What they care about is numbers, and misloads make their numbers look bad.
The customer is paying for a cheap service. In return, the customer is receiving a cheap service. Most of the time it works out. Their package arrives undamaged and on-time. Sometimes it even arrives earlier than projected! Other times, it doesn't work out so well. They payed for a cheap service, so the contents of the package were damaged, or it arrives late. Sometimes even both! The company does not care. If the company doesn't care, it's too much of a burden for the hourly worker to take it upon himself to care. You can try, and I do try. But in the end, it is what it is.
As reliable or unreliable as one might feel this company is, its reliability would be non-existent, were it not for the individuals within it that do try to care. And anyone would tries to talk badly about these individuals when they make mistakes has either never done the work himself, or has been brainwashed by management.