Coco and Toto — Local services in New York

NOT RECOMMENDED if you care about your dog’s coat. ZERO STARS. HORRIBLE CUSTOMER SERVICE.

After three years of trusting them for simple sanitary trims, my King Charles Cavalier came home clipped, patchy, and uneven — and instead of owning their mistake, the owners denied it and refused a refund.

My dog is five years old, and I've never once brought him anywhere for a full groom. Every visit, I’ve given the exact same instructions: a “sanitary cut” — bath, tidy paws and legs, light feathering, and trimming of sanitary areas only — never clippers or topcoat cutting. Cavaliers should never be clipped unless the owner requests it, and reputable groomers know this. They had always followed those directions until this visit. Nothing about my request changed, so there should have been no miscommunication — certainly not on my part.

This time, he came home with a dull, uneven coat. When I called, Carlos said “only scissors were used.” That wasn’t true — and even if it were, only feathering should have been trimmed. Ron later confirmed clippers had been used. I know my dog and his coat — this was absolutely not the same type of trim he’s received before. I asked for a refund.

Their written reply: “We have groomed him several times and he has always gotten a ‘fix scissors trim all over, including the top to make it consistent with his whole look.’” “Somehow, this time, the final results do not look the same to you… the same way that could happen with your hairdresser.” “Our groomers deserve to be paid… That is why we do not refund payments for this service.” “We can offer you to come… so the other groomers… can take a look and fix anything you would like.”

Their response was rude and dismissive. I’ve only ever asked for sanitary cuts — and that’s what I’m charged for, not a full groom. I declined their offer to “fix” it because the damage was already done — the coat had been cut short and uneven, which cannot be repaired by more trimming. The right thing to do would have been to issue a refund and own up to their mistake. Instead, they made an already upsetting situation worse by refusing to take accountability or listen to a loyal customer of three years, leaving me feeling completely disregarded.

THEIR REPLY IS EXACTLY WHAT I EXPECTED: Carefully worded to deflect responsibility while sounding professional. It subtly reframes the situation to suggest I misunderstood, while portraying them as reasonable and consistent.

After three years of going to the same groomer and getting the same service, why would I suddenly complain if nothing had changed? The only thing different this time was what they did to my dog’s coat. Our pets are family, and no one knows them better than their owners. We’re the first to notice when something...

If I could leave zero stars, I would... because as soon as I walked in, my dog got denied service. I called to ask if my dog could start daycare today if he passed the assessment because I had an emergency at work... they said no problem, to bring him in. I took a cab all the way from the Bronx to their facility, and as soon as I walked in the gentleman in front tells me "I won't be able to accept him into daycare after what I observed." He was referring to the fact that my dog jumped out the cab and ran towards a dog that was passing by and was pulling me as I was getting out the cab. As I was going in, a golden retriever passed by and my dog showed how friendly he was. I told him I didn't understand that my dog was very friendly. He said any little nip to a small dog might be harmful, even after I explained to him my dog has never showed signs of aggression and I wouldn't be there if he did. I have a one year old Pitbull, that has never snapped at anything, human or dog and has never had an issue playing with the tiniest of dogs. The man wasn't hearing any of it, and denied the assessment. He told me I can walk down to Spot and after getting there, they couldn't take my dog either since he wasn't neutered. Now an hour late to work and no where to bring my dog, my mom tried calling Coco and Toto again, since they are the only place I could find near my job where male dogs don't have to be neutered, to explain that he has never showed signs of aggression and for them to please reconsider at least letting him do the assessment so they can see for themselves.. one of the owners proceeded to tell her that he's just too strong and they can't take the risk. I am confused at how they can make so many assumptions about my dog when no one even bothered to come around the freaking counter and meet my dog. You have certified staff that are "trained" to work with animals but you're saying my dog is too strong when you never even handled him? I would have understood if they allowed my dog to do the assessment and then said he wasn't a good fit but nothing!! No effort to meet my dog, no effort for him to meet a dog his size, nothing! I was disappointed and more angry that my dog was stereotyped for...

I had a very disappointing experience at this facility. Back in January I took my dog ​​(a 95 lbs cane corso) in person to request an evaluation since we needed daycare services. I was told to bring my dog ​​back that same week but on Saturday afternoon, when the trainer was on site. The person at the front desk told me that they did accept large dogs but they had to evaluate how he behaved with other dogs. This person was sweet and even gave my dog a little treat. On Saturday I returned with my dog. Another person was at the front desk. I told him that I was there for my appointment. To which he replied that they did not accept large dogs. He proceeded to ask me if my dog ​​was reactive to which I replied that he was not and that in fact I had a trainer at home for years. This person, without evaluating my dog, treated us in a poor and dismissive manner and suggested that I look for another daycare in the neighborhood. His arrogance was palpable and I immediately sensed that this was not a place where my dog ​​would be well cared for or safe. The only good thing about this situation is that I took my dog ​​to "Throw me a Bone" where a trainer evaluated him ​​for two hours and approved him for daycare services without hesitation. My dog has never had an issue or complain at all at Throw me a Bone or any walker, trainer in the past. It was discrimination based on my dog's breed. Don't waste your time with Coco and Toto. Some people are just in it for the business, they have no interest in caring for our canine children. Go to Throw me a Bone or any other place and save yourself...