Independent builders merchant Elliotts has launched an initiative that it says is designed to redefine what builders, tradespeople and self-builders should expect from their merchant.

According to the merchant, the guarantee, which covers product availability, delivery performance and pricing, represents a significant shift in how merchants support customers, moving beyond traditional service promises to provide clear, measurable commitments backed by financial compensation where standards are not met.

Elliotts believes that, at a time when reliability, certainty and project efficiency are more important than ever, the initiative sets a new benchmark for customer service within the merchanting sector.

The family-owned business, based in the South, has developed the Help You Build Guarantee to address three of the most common frustrations experienced by tradespeople and contractors: stock unavailability, delayed deliveries and lack of confidence in pricing.

More than 300 products are included within Elliotts' Guaranteed Range, and signalled online by a ‘G' marker.

Under the new Help You Build Guarantee:

  • If a guaranteed-range product is unavailable when a customer arrives to collect it, Elliotts will get it to site within two hours or the customer can claim 20% off that line.
  • If Elliotts fails to deliver an order on the day promised with all products included, eligible customers can claim 20% off the order.
  • If a customer finds an identical product publicly available online for less and in stock, Elliotts will match the price.

The business says the move forms part of its wider commitment to helping customers build more efficiently and with greater confidence, while demonstrating how builders' merchants can add value beyond supplying materials.

Tom Elliott, CEO at Elliotts Builders Merchants, said: "If you're in the trade, you rely on your merchant every day - we know that when things go wrong, it slows you down and costs you time and money. So, we've introduced the Elliotts' Help You Build Guarantee, we'll match the price, deliver on time and keep the products you rely on most in stock, guaranteed! And if we get it wrong, you can claim up to £500 back.

"This is about making your job easier, so where other merchants promise, we guarantee."

The Help You Build Guarantee is available across Elliotts' branch network to customers with a free named Elliotts account.