What's the big deal about saying sorry?

Like mother,like daughter ― It's just a word! Why can't you just say sorry instead of making excuses?Just this morning, I went to the laundry shop to pick up my stuff. I handed them my receipt like a kid excited to see her new toy. They looked for my item, for about 3 minutes, and voila! It's still left undone! Plus, they told me excuses which fuel to my inis. ∙ Honestly, what annoyed me was not the situation but the excuses they made after minutes of waiting and expecting for my stuff. If only they told me the [...].