Foschini westgate poor custom service

My sister bought a Luella silver bag at foschini westgate and the bags handle tore I then advised her to take it back to the store. They asked her if she had the slip and she said no and they also asked her when she bought it she stated that she bought it when there was a sale and she bought it cash. She was then told that they cannot assist her.

I fail to understand how they cannot help her because they can take the bag and let her take something worth that price as opposed to giving her a cash refund. Then they can take the bag back to their suppliers. Or is she being told that because she has little knowledge of how things work at foschini? It’s highly unacceptable how does one have confidence to go back to the store to purchase items if they cannot assist when there’s problems with their items.