Worst customer service

Bradlows East London Fleet Street has disappointed me so much. I bought a defy washing machine in August 2019, but I did not receive the washing machine the same day, they bungled up my home address and had to wait a few days for it to be delivered. The washing machine started giving me problems in June 2020 and I did not receive a ref number, again on the 18 May 2021 - Ref Co-defy-***, 10 June 2021- Ref ***, 19 Aug 2021- Did Not get a ref Number but logged a call, 24 Nov 2021- Ref ***, 04 January 2022 - Ref *** and 31 January 2022- Ref ***. These are all the times I logged calls and during that period there was a change in management. On the 3rd call I logged which was 10 June 2021 I informed them that I don't want the machine fixed I want a new one because I cannot sit with the same recurring problem, and with all the technicians who came I expressed my dissatisfaction with repairs being done but Bradlows/ Defy were not replacing this problematic machine. I made a follow up again even sent the new manager a video of what the machine was doing, she kept on saying she is trying to sort this out with the supplier, now 3 weeks ago the manager informed me that since its on extended warranty they as Bradlows and Defy, they cannot exchange the washing machine but my argument is whilst the machine was under guarantee and still the washing machine was not exchanged. Why was that not taken into consideration? The consultant I spoke to told me that they don't have record of me logging a call on 19 August 2021 and even so it falls outside of the guarantee because I bought the machine on the 16 August 2019, to which I responded " Yes the receipt shows the 16 August 2019 but I did not receive the goods bought on the same day. As I stated in the beginning they which is Bradlows bungled up my home address and it took a few days for the machine to be delivered which was after the 19 Aug 2019. According to their policy, after 3 or 4 faulty complaints regarding the machine, the customer is to be given a new washing machine of which this is not the case where I'm concerned. Bradlows receives monthly payments on time but their after sales service is very poor. I'm also paying extra for extended warranty as that is not a perk, so basically all my money is being thrown in the water as I'm sitting with a big white elephant that I'm still paying for but is of no use to me! I cannot express enough how disgruntled I am with the distasteful service I'm experiencing from Bradlows and Defy.