Toto Hair — Local services in New York

It was my first time going here, and I’ve been on the hunt for a trusted salon and stylist since my last one moved out of the city. I saw Toto had good reviews, so I gave it a shot—only to leave in tears and completely heartbroken. I’ve never had that negative of a salon experience until now, and it saddens me to be making this review, as I’m not the type to ever really leave bad reviews, but I know doing so may help others out there.

I’ve attached photos of my hair before my appointment, the hairstyle/inspo pic I referenced and showed the stylist twice, and the haircut I actually got. I think it’s very obvious how different the haircut is from the reference photo. They cut off way too much, and despite the amount of detail and precision the stylist seemed to be demonstrating, the side views (i.e. the section by my ears) are very uneven from one another and it’s simply just not what I asked for. Looking back at how I had a lot of hair and length to work with before my appointment, it pains me to see that a lot of that just ended up on the floor. All my volume and thickness gone.

When they fetched me to begin my appointment, Crystal (one of the people at the front) consulted me about what hairstyle and cut I was looking for, and was relaying everything I was saying to my stylist, Norway, who was also there with us. That consultation made me feel confident that she understood what I was asking for, so I didn’t feel any worries going into my session. I’m not sure what could have been misinterpreted, but I wish that, if my stylist was confused about anything, he could have clarified and asked in the 2 hours he spent cutting my hair. As a customer, once you’re sat in the chair and they start cutting away, there’s no way of telling what they’re doing until they finish, so I don’t think there was any opportunity for me to have stopped to say something and check in to make sure he was still on the same page, especially since he did ask me to show the image to him again. I can understand if he was still a junior stylist, but I had booked a haircut with a Master stylist specifically—so I’m just a little lost as to how this haircut unfolded.

I brought it up with the front desk ladies once he finished, and though I appreciate that they showed concern and also agreed that the haircut was not anywhere close to the reference image at all, they could not offer me a refund (saying they were closing and that the account had already been closed?) nor any other solutions (since my hair was cut so short, they didn’t know what they could do.) I was able to at least ask that my tip be given fully to the lady that washed my hair, as she really did a good job. Besides that, all they offered was a bigger discount at my next appointment, which I’m not sure would really compensate for the major blow it caused to my self-esteem and confidence. Also, not sure I even feel comfortable going back. At the very least, not with this stylist anyway.

My intention with this review is simply to provide full transparency on my first experience at Toto. It’s just unfortunate that it had to be under such circumstances. I initially settled on 1 star, but bumped it to 2 because the staff I encountered were friendly, and the place was clean and well-maintained. Just the actual haircut did not meet my expectations.

With that, if you’re looking into booking your first appointment, especially if you have short hair, I would do it over the phone and specifically mention your hair length, in the hopes they schedule you with a stylist experienced with cutting short hair. Looking back, I wish that was something I did and something I’m sure they might have been able to accommodate too. Just really unfortunate things turned out the way they did for my first...

As a lifelong blonde, this has been a horrifying experience, and my hair is ruined. I understand that not all hair requests can be perfectly accommodated, but this situation could have been avoided with honesty about the treatment I was receiving. It also could have been improved if the staff had been kind and accommodating about the mistake that was made. I originally booked with Toto Hair Salon because I saw great reviews and heard positive things about their haircut services. I am a natural blonde and have been highlighting my hair for years. At the time of my appointment, my roots were growing out, but I didn’t want to go any lighter. I specifically asked if my hair could be toned down slightly to blend the roots. They suggested a glaze, saying it would last longer. I made it very clear that I only wanted to soften the subtle line where my roots were growing in. I wanted to keep my highlights and did not want a dramatic change. I was assured that the result would not be dramatic and that my highlights would still be very visible. After the treatment, I realized my hair had been temporarily dyed dark brown. I explained that this was not at all what I asked for. The stylist was not kind or understanding and she disrespectfully tried to convince me that I was still blonde, essentially gaslighting me into believing this was what I had requested. She told me I just needed to “get used to it” and that it would lighten over the next 3–5 months. I don’t believe anyone should ever leave a salon in tears, being told they need to “get used to” a result that is completely different from what they asked for. I paid for a service, and my hair was destroyed. I was told I could return in two weeks if I still hated it, and they would wash it out. However, I came in the next day because I could not stand the color and was sure I wanted it removed. Despite available stylists, the same woman was unwilling to accommodate a follow-up appointment to wash out the dye, citing their commission policy. After repeatedly requesting it, they reluctantly agreed to remove it. Throughout the follow-up appointment, the same stylist was extremely rude and laughed with other staff in another language while I sat in tears. I was extremely uncomfortable the entire time. My hair is now severely damaged, still a reddish-brown color, and I was not offered a refund. I was however offered a small bottle of damage repair serum. I do want to credit the man who cut my hair - he did an amazing job. However, overall, this has been an absolute nightmare of an experience, and my hair...

I had an absolutely incredible experience at this salon! As someone who has had keratin treatments before, I can confidently say that this was by far the best experience I've ever had. My visit was made special by the wonderful team of professionals at the salon, including Crystal, Rose, and Jason. Despite a slight language barrier with both Rose and Jason, their kindness and warmth transcended any communication challenges.

The hair wash Rose provided came with an amazing head massage that left my scalp feeling cleaner and more refreshed than ever before. During my keratin treatment, Rose went out of her way to ensure my comfort and comprehension, offering water, a face mask, eye protection, and ear protectors. I had never been offered protection in the past and it made the experience a lot more pleasant. (As people who have gotten the treatment before may know, it can be very uncomfortable to be around). The results of Rose's keratin treatment were simply outstanding. My hair has never felt this soft or looked this straight. She dedicated ample time to ensure a thorough application, and the attention to detail truly paid off.

Jason took over with a hair cut, and he did an exceptional job. I showed him pictures of the desired look, and he not only delivered but also exhibited a level of skill and professionalism that left me impressed. His sweet demeanor added to the overall positive experience.

Crystal, the staff member I interacted with most, was an absolute gem. She patiently and cheerfully answered all my queries, even when I bombarded her with numerous questions. Her willingness to provide information and assistance was greatly appreciated. It was a pleasant surprise to receive an information sheet to take home, along with a generous discount on hair products.

The salon itself was clean and welcoming. cleanliness and a welcoming ambiance. The pleasant environment made the time-consuming keratin treatment surprisingly enjoyable.While keratin treatments can be lengthy and not always the most exciting, the team at the salon managed to turn it into a pleasurable experience. I am immensely grateful to everyone involved for their dedication and exceptional service.

I can confidently say that I will definitely be returning for future treatments....