It gets a "OH COME ON!" because it's completely irreverent. The actual story here doesn't actually matter. A dog is dead, and there's no recovering from bungling the PR of something that sensitive.

Everything in the world is a matter of understanding the marginal impact. There is no universe in which hearing both sides of the story (or trying to save n number of dollars) results in a better net outcome for Wag as a business than apologizing profusely and visibly showing as much empathy as possible.