Poor service and felt bad about experience

I am very very unhappy about treatment I received from builders express here in east London eastern cape. I bought a Ryobi jigsaw on the 17th October 2017 and today it's stop working . I took it back to the builders express and the guy name Ashely he told me that they will send jigsaw for assessment and after couple of days they will let me know if they will repair it or exchange etc. I am asking a questions to these guys on the box it written 2 year guarantee what does it mean ? In my understanding guarantee means if products is faulty it must be raplaced or refunded. But they refused to do so . This is not the way to treat yourcustomers. It's totally wiring I am extremely unhappy about it .