Hirschs Umhlanga

I purchased a 16kg Samsung washing machine in April 2021 from Umhlanga Hirschs. this machine has given me endless problems with clothing not being washed clean to thick dust steaks on clothing on every wash. clothes have to be rewashed by hand to removed all the dust and dirt. i have complained so many times to Hirsch's but they refuse to refund or replace this machine. They insist that nothing is wrong with it. If nothing is wrong with it why is the clothing not being washed clean and is full of dust after every wash.