Poor service from Builder Express Pinetown

We bought our Ryobi brushcutter on the 23th of August 2021.After two uses and two months into its lifespan as I only use it for domestic purposes, the recoil got broken/loose. I took it to Builders Express where we bought it and they booked it in and told me they would be sending it for assessment. After keeping quiet for a while I checked on them and they told me it was returned back to them as the recoil is not covered by the warranty. I argued that it could not be that after two uses and two months of purchase that they could rest on such an argument. In my presence the supervisor at the time wrote an email to where they had booked it in to let them know of my unsatisfaction and they requested that they fix it. Few days later they responded that they had agreed. This was before Christmas and today its the 10th. They have given us all kinds of promises from delivering it on the 3/4th of January to our house to being mum as they are now. Since then, we have expended over a thousand rand on brushcutting services which I dislike. Please assist. This is totally unacceptable and a true reflection of poor service. I'm very disappointed.