This is a case of "silly grandma" Not Apple's problem.
I believe you're thinking the way Apple's thinking. It's great you're on the same page with them.
Me, I'm thinking about what it'd be like if my mum or dad died and left me their documents in a storage facility. I'd want to be able to read their recipes, look at the photo albums, read letters they'd saved. I'd expect to be able to do that with reasonable ease by providing the same level of proof I'd need to take possession of all the other goods they left to me.
Pretty much what the family has already provided.
If the vendor then chose to deny me access and insist I get a court order, I'd be unhappy, angry and deeply disappointed. And I very certainly would never use that vendor again, and I'd warn everybody I could to stay away from that vendor.
So I think we all owe Josh Grant a vote of thanks for speaking up and warning us about this heartless company. Anyone who values their family's thoughts and images should avoid buying their product, and warn their friends and family away from it as well.