Elliotts reinvents what customers can expect from a builders merchant with new Help You Build Guarantee
South Coast-based Elliotts is setting a new benchmark for customer service in the building supplies sector with the launch of its Help You Build Guarantee, reinventing the traditional relationship between a builders merchant and its customers.
Designed to give builders, tradespeople and self-builders greater certainty at every stage of a project, the guarantee provides reassurance around stock availability, delivery performance and price. By backing its service with clear commitments, Elliotts is demonstrating how builders merchants can play a more proactive role in helping customers build with confidence.
The family-owned business, which has been helping customers build since 1842, believes the move establishes a new standard for the industry, ensuring customers can trust that the products they need will be available, delivered on time and competitively priced.
The guarantee focuses on three areas that matter most to customers: availability, delivery and price.
More than 300 products are included in Elliotts’ Guaranteed Range, making it easier for customers to identify products covered by the guarantee. Eligible products will be marked with a ‘G’ tag online.
Under the 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 initiative reflects Elliotts’ ongoing commitment to putting customers first and finding new ways to make building projects simpler, more predictable and less stressful.
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. Customers must have a named Elliotts account to be eligible; accounts are easy to set up and open to trade and members of the public.
Find out more: https://www.youtube.com/watch?v=QvnCDyJ1xrQ