Review & Rating
1155 Southern Road
Morrow, GA 30260
1-1 Nakashima Nichome
Footnotes:1. For as long as the original purchaser owns the product.2. Toto requires that a defective faucet be uninstalled and sent to a repair facility at the customer's expense, but will pay for the cost of labor to repair the faucet.
This Company In Brief
Toto Americas Holdings is the American branch of Toto. Ltd. founded in 1917 as Toyo Toki K.K. The name was changed in 1970. Its principal business is the manufacture of enamel and porcelain sanitary ware. It is the premier Japanese bathroom fixture manufacturer, famous for its automatic toilets (See "The Japanese Toilet" at Selecting Bathroom Fixtures: Toilets). The company specialty is product suites: matched sets of toilets, basins, tubs, showers, faucets and accessories.
Toto manufactures in Japan, primarily for the home market, and in nine other countries, including the U.S.
It has expanded rapidly in China, acquiring eight manufacturing facilities since 2001, and also has plants in Mexico, Thailand, Viet Nam, Malaysia, India, Indonesia, Taiwan, Germany and Georgia (our Georgia, not the other one), where it manufactures the majority of the sanitary wares it sells in the Western Hemisphere.
About 1,000 of its sanitary-ware and accessory products qualify as "Made in U.S.A." under Federal Trade Commission rules. We feel very weird slapping a "Made in U.S.A." sticker on a Japanese toilet, but there it is. Toto makes more products in the U.S. than do "American" companies like In fact, American Standard — now owned by the giant Japanese building products company, LIXIL — makes fewer than a dozen of its sanitary ware products in its sole remaining U.S. factory that manufactures walk-in bathtubs. Everything else it sells is imported from factories in Mexico and China. It's a strange new global economy, folks.
None of Toto's faucets, however, are made in North America. All are imported from China. The majority are made by its wholly-owned subsidiary, Toto Dalian Co., Ltd., but a few are manufactured by an outside contractor: the giant Chinese manufacturing company, Globe Union Industrial Corp.. Globe Union manufactures and distributes its own lines of faucets in North America.
Toto makes faucets only for the bathroom, nothing for the kitchen, bar or laundry. Its styles are mostly modern. — transitional to very contemporary. The collection includes just two faucets that we would identify as traditional faucet styles. The styling is crisp, but unremarkable. Similar designs can be found in a number of faucet lines
Finishes are limited: polished chrome, polished nickel and brushed nickel. Choosing any finish but chrome can really boost the price of the faucet. We priced the Lloyd lavatory faucet on internet sites and found prices of around $350.00 for chrome rising to about $550.00 for brushed nickel. We found some Toto faucets being offered in polished brass on the internet, although this is not a finish shown as available on the Toto web site.
Toto uses a proprietary ceramic cartridge that it has been refining since the 1970s. It is an excellent valve and should give many years of flawless service. Toto's warranty excludes coverage for damage caused by minerals in the water, which is what damages most cartridges. But as a practical matter, if the cartridge ever does fail, however, Toto will generally replace it under warranty free of charge, no questions asked.
Toto is accredited by the Better Business Bureau and committed to upholding the high standards required of an accredited business including transparent and honest dealing. It is rated A+ on a scale of A+ to F by the BBB for its handling of customer complaints during the BBB's 3-year look-back period.
The standard flow rate for sink faucets in the U.S. and Canada is a maximum of 2.2 gallons per minute (gpm). Watersense® qualified faucets are allowed a maximum flow of 1.5 gpm. Almost all Toto sink faucets are Watersense® qualified. Some Toto faucets intended for commercial use have a flow rate of 0.5 gpm, which is little more than a trickle, but the maximum flow rate allowed in the U.S. for commercial sink faucets. Most homeowners would be very unhappy with this flow rate.
Toto's lifetime faucet warranty is standard for faucets sold in the U.S. and Canada. The only remarkable thing about the warranty is the convoluted process the warranty prescribes for making claims. Below is the exact wording from the Toto warranty:
"[y]ou must take the Product or deliver it prepaid to a TOTO service facility together with proof of purchase (original sales receipt) and a letter stating the problem, or contact a TOTO distributor or products service contractor, or write directly to TOTO U.S.A., INC., 1155 Southern Road, Morrow, GA 30260, if outside the U.S.A. If, because of the size of the Product or nature of the defect, the Product cannot be returned to TOTO, receipt by TOTO of written notice of the defect together with proof of purchase (original sales receipt) shall constitute delivery. In such case, TOTO may choose to repair the Product at the purchaser’s location or pay to transport the Product to a service facility."
The process treats faucets, which are fixtures, like toasters. Its fairly simple to send a toaster to a repair facility. It does not have to first be detached from the house (other than unplugging the cord). Sending a faucet is a lot more complicated. By the way, does any one know what a "products service contractor" is? Toto never defines the term or provides any information about product service contractors on its web site. We tried searching the web site for the term and got a list of commercial hand dryers, toilet seats and a urinal mat, not much help.
In actual practice, however, most of the time Toto just mails the replacement part unless the problem is serious enough that only a repair shop can handle it, and then its usual solution is just to send you a new faucet. Warranty and customer service, handled from Morrow, Georgia, is very good, easily passing all of our customer service tests.
Toto's U.S. website is attractive and well designed with intuitive navigation. Drop-down menus make it easy to find most information.
Information about its faucets is, however, incomplete and insufficient to make an informed buying decision. Faucet pages include the finishes available and whether the faucet is ADA qualified or Watersense® listed. The detailed specifications however, are in a .pdf download rather than on the website itself. The spec sheet duplicates some of the information displayed on the faucet page, but also adds flow rate and certifications. Installation instructions (use for determining whether and special procedures or tools are required) and an exploded parts list are also available only as .pdf downloads.
Dimensioned drawings in a format like .pdf, viewable by most customers, are not available. These drawings are essential in determining whether a faucet will fit your sink. For architects and designers there are links to CAD drawings in the universal .dxf format. But, none of the drawings includes dimensions, which is very strange, and which makes of little use. Each faucet page also links to Autodesk's proprietary Revit models which are useful to architects in building information modeling (BIM), but not of much use to anyone else.
The search function tested using our standard search terms was accurate in all our tests except the search for "warranty", which produced a link to "warranty registration" but not to the warranties themselves (Toto has a lot of different warranties on the site for different products). We found the faucet warranty eventually, but not through the search function.
For Chinese-made faucets roughly equivalent to Toto in quality, price, design and post-sale customer support, see
We are continuing to research the company. If you have experience with Toto faucets, good, bad or indifferent, we would like to hear about it, so please contact us or post a comment below.