Ebac Ltd: most-reported complaints
Automated analysis of 173 public Trustpilot reviews published 2026-02-16 to 2026-09-23. TrustScore 4.7 from 8,235 total reviews — see the Trustpilot page. Quick answer: is Ebac Ltd legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, accounting for 57% of the 44 complaints identified in 173 reviews. Late delivery and unhelpful support are also frequent concerns, each cited in 16% of complaints and showing a rising trend. Delivery failures were reported in 9% of complaints, with a noted falling trend.
How to reach Ebac Ltd
These are the contact details Ebac Ltd publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 0345 805 0000, email [email protected], address Ebac Group, Ketton Way, Aycliffe Business Park, Newton Aycliffe, DL5 6SQ, GB.
The company claimed its Trustpilot profile on 2019-05-07, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 62 of 121 in Manufacturer. We last checked this profile on 2026-09-26 and found 7 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: EBAC GROUP LIMITED (no. 03421573), active, incorporated 1997 (29.1 years); next accounts due 2026-09-29, last accounts filed 2025-12-23, 1 registered charge. 5 current officers (14 on record historically); 2 filings in the last 12 months (129 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
In the accounts to 2024-12-31, audited by Johnston Carmichael LLP, the auditor reported a material uncertainty about the company’s ability to continue as a going concern: “In making this assessment, the directors do acknowledge that as a result of the uncertainties outlined above regarding the cross-guarantee, and the loan due to Ebac Limited, a material uncertainty exists related to events or conditions that may cast significant doubt on the company’s ability to discharge its liabilities under the normal course of business.”. This is a disclosure auditing standards require when such an uncertainty exists. It is a statement about the accounts, not a prediction that the company will fail, and many companies trade on normally after one. Filed at Companies House; reproduced as filed.
Elsewhere: 3.2★ on Google (71 reviews) — a 1.5-star gap between its Trustpilot and Google scores.
TrustScore over time
4.7 → 4.7 across 11 census measurements since 2026-08-23. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-23 (100%, 1.2d) · 2026-08-29 (100%, 1.2d) · 2026-09-01 (98%, 1.1d) · 2026-09-05 (100%, 1.2d) · 2026-09-08 (100%, 1.2d) · 2026-09-11 (100%, 1.2d) · 2026-09-14 (98%, 1.2d) · 2026-09-17 (100%, 1.2d) · 2026-09-20 (100%, 1.2d) · 2026-09-23 (100%, 1.2d) · 2026-09-26 (100%, 1.2d).
Severity: 14% of this company’s 44 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In November 2023, 59% of 29 one-to-three-star reviews were 1★; in March 2026, 27% of 11.
Counted from November 2023 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 12.6 days between the experience and publishing their negative review (447 reviews record both dates).
Measured reply time: across 539 negative reviews that received a public reply, the median wait was 1.2 days — the company profile reports an average of 1 days.
Reply quality: of 539 company replies to negative reviews analysed, 47% engaged with the specific problem and 38% were generic templates.
5% of its 124 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 57% of this company’s complaints vs a 25% median across 142 ranked companies in its sector.
Review velocity: 1,608 of this company’s 8,235 Trustpilot reviews (20%) were written in the last 12 months.
What are the most common complaints about Ebac Ltd?
Faulty product
25 reports · 57% of complaintssteady“they sell these machines with a 7 year part and labour warranty yet they are asking for £129 for a call out”
The company replied on 2026-03-06: “Dear Mrs Smith, Thank you for taking the time to leave a review. We are very sorry to hear about your experience and the concerns you have raised regarding your AWM86D2 washing machine. We would like…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“discover it had been assembled incorrectly and the exit pipe routed around the back of the condenser motor”
The company replied on 2026-09-04: “Hi - thanks for the review however this product is not sold by Ebac. I believe you need Ebac Industrial Products which is a separate company. I have reached out to them on your behalf to ask them to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Having spoken to eBac, apparently ‘there’s nothing they can do’.”
The company replied on 2026-07-23: “Thank you for taking the time to share your feedback. We're sorry to hear that you're disappointed with your experience. We appreciate that receiving a product recall notification can be concerning,…”
Our classifier read this reply as a deflection.
Delivery late
7 reports · 16% of complaintsrising since 2026-08“Product was meant to be delivered a week ago but still hasn’t shown up.”
The company replied on 2026-09-14: “Hello, I am so sorry to hear that you are having difficulties. Please contact our customer service team again as I am confident they will be able to help and assist you further with the issue . This…”
Our classifier read this reply as a template response.
“I ordered over 10 days ago and have no clue if and when I will receive the product.”
The company replied on 2026-08-06: “Hello , I am so sorry that we have asked you to review an order you have not yet received. If you contact our customer services at [email protected] then we would be more than happy to check…”
Our classifier read this reply as a template response.
“it still has not been delivered”
The company replied on 2026-06-16: “Thank you for taking the time to leave a review. We're very sorry to hear that your order has still not been delivered and understand your frustration. This is not the level of service we aim to…”
Our classifier read this reply as a template response.
Support unhelpful
7 reports · 16% of complaintsrising since 2026-08“discover it had been assembled incorrectly and the exit pipe routed around the back of the condenser motor”
The company replied on 2026-09-04: “Hi - thanks for the review however this product is not sold by Ebac. I believe you need Ebac Industrial Products which is a separate company. I have reached out to them on your behalf to ask them to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Having spoken to eBac, apparently ‘there’s nothing they can do’.”
The company replied on 2026-07-23: “Thank you for taking the time to share your feedback. We're sorry to hear that you're disappointed with your experience. We appreciate that receiving a product recall notification can be concerning,…”
Our classifier read this reply as a deflection.
“It would not spin consistently, often not spinning at all”
The company replied on 2026-05-14: “We’re sorry to hear that you were disappointed with your washing machine experience. Having taken a look at your account, I can’t see any engineer visits having taken place. We do advise customers…”
Our classifier read this reply as a deflection.
Delivery failed
4 reports · 9% of complaintsfalling“My order didn't arrive so rescheduled delivery.”
The company replied on 2026-07-14: “Thank you for taking the time to leave your review, and we're sorry for the frustration this experience has caused. We can see that Arrow did send text message updates confirming your delivery.…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“The DPD driver never attempted to deliver to our house. Instead he left it at a neighbours house behind their car and didn’t even knock on their door.”
The company replied on 2026-06-16: “Thank you for your feedback. We're sorry to hear about the issues you experienced with the delivery of your order. This is not the level of service we expect from our delivery partners, and we…”
Our classifier read this reply as a template response.
“We have not received the appliance !”
The company replied on 2026-03-12: “Thank you for your review David, We’re sorry to hear that you haven’t yet received your appliance. Due to the delivery requiring a smaller van to safely transport the washing machine to your…”
Our classifier read this reply as a substantive response.
Account/app problems
3 reports · 7% of complaintsfalling“The app is useless”
The company replied on 2026-04-21: “Thanks for your feedback Nicholas, great to hear you’re pleased with the machine itself 😊 We’re sorry to hear the app hasn’t met your expectations. If you’re open to it, please feel free to share a…”
Our classifier read this reply as a template response.
“Unable to pair unit :(”
The company replied on 2026-02-19: “Thank you for your feedback we’re really sorry to hear you’ve had trouble pairing your unit. We understand how frustrating that can be, and we’d love to help get this sorted for you as quickly as…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I have had trouble downloading the app to get instructions”
The company replied on 2026-03-12: “Thank you for your review Bridget, We’re pleased to hear that your Ebac arrived on time and that fitting the casters was straightforward. We’re sorry to hear that you’ve had trouble downloading the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Overcharging
3 reports · 7% of complaintsfalling“It's been ten days, no answer.”
The company replied on 2026-04-07: “Thank you for your feedback, and we’re sorry to hear about your experience. We understand your frustration regarding the delivery charges to the Isle of Wight and appreciate how disappointing this…”
Our classifier read this reply as a template response.
“For three carbon filters, extraordinarily expensive. Similarly, the postage for them was expensive.”
The company replied on 2026-02-24: “Thank you for taking the time to share your feedback we’re really sorry to hear you’ve been disappointed with the cost and delivery of your carbon filters. We understand that replacement parts can…”
Our classifier read this reply as a substantive response.
“Filters are too expensive as is the cost of the delivery.”
The company replied on 2026-03-03: “Thank you for your feedback. We’re sorry to hear that you feel the filters and delivery costs are expensive. We always aim to keep our product pricing as competitive as possible while maintaining…”
Our classifier read this reply as a substantive response.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.