That is very bizarre. I have never had a problem! Were you careful when you extracted it or when you returned it? Perhaps you have a tangle? I always hold the hose when releasibg it back (while depressing the handle) so it doesn't whip in there and get tangled. I am always careful and baby my stuff and it always lasts a long time. Did you depress the handle of the hose to return it?
Here is what i would do - take the hose all the way out (if you can) and slowly control its return by depressing the handle and holding onto the hose - if that does not work return the hose and ask for a refund or a second hose, Good luck! This is a great company so you won't have any problem either way.
1 year, 11 months ago