Who keeps receipt ?

I bought a bag (in JHB) for my mom as a Christmas gift in December last year, which she did not like as it was too big. She did see one that she liked (in Durban) and she went to exchange to only to find out that you need the receipt.

Like rely, who keeps that and the bag still has the price tag on it.

This is not the service you would expect from a high end store.