Customer reviews from sony.com
Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Average customer rating
4.1
(351 Reviews)
Rating breakdown 351 reviews
5 Stars
230
4 Stars
39
3 Stars
21
2 Stars
13
1 Star
48
79%of customers recommend this product.
(
261 out of
331)
Customer Reviews for Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Posted by: PaulFromSLC
Verified Purchase:Yes
I bought this a month ago. amazing headphone but I felt like it heated up fast in couple of hours. Ended up going with Bose
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, March 25, 2025
Hi PaulFromSLC, Thank you for sharing your feedback about the WH1000XM5. We're sorry to hear that you experienced an issue with the headphones heating up after a couple of hours of use. And we regret to hear that it influenced your decision to switch brands. Please note that the normal operating temperature of these headphones should be around 0 °C to 40 °C (32 °F to 104 °F).
For future reference, if the heating feels excessive compared to typical headphone use, we highly recommend contacting Sony support directly through this link: https://us.esupport.sony.com/support/s/service?language=en_US.
Regards,
Sam
For future reference, if the heating feels excessive compared to typical headphone use, we highly recommend contacting Sony support directly through this link: https://us.esupport.sony.com/support/s/service?language=en_US.
Regards,
Sam
Written by a customer while visiting sony.com
Customer Rating
1
Pick an older model
on March 6, 2025
Posted by: Anonymous
Gender:Male
Compared to previous models, these feel like a cheap knockoff. Continually falling off, terrible fit, can’t lock into place & poor sound compared to v3 or v4.
Response from sony.comBy Sony North America Customer Support, March 9, 2025
Hi Jeremy, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the fit and sound quality of your Sony unit. Put on the headset with the earpads fitting snugly over your ears. Adjust the slider to a length where the headband touches the top of your head.
Please follow this link when wearing the headset:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=wearing
For sound quality issues, you can check this link:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html?search=sound%20quality
If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
You can also reach out to our new Product Enthusiast. They are Sony fans, who can help you troubleshoot your headphones issues. Connect with them by follow this link and Chat with an Enthusiasts:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
~Earl
Please follow this link when wearing the headset:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html?search=wearing
For sound quality issues, you can check this link:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html?search=sound%20quality
If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
You can also reach out to our new Product Enthusiast. They are Sony fans, who can help you troubleshoot your headphones issues. Connect with them by follow this link and Chat with an Enthusiasts:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
~Earl
Written by a customer while visiting sony.com
Customer Rating
1
My peer broke under normal use. Very disappointed.
on March 4, 2025
Posted by: Sage Sigh
I loved these headphones, but after a couple of years of use, one of the ear pieces broke off at the attachment point. I was just pulling them onto my head as I had hundreds of times before, so I was surprised when it happened.
Response from sony.comBy Sony North America Customer Support, March 8, 2025
Hi Sage Sigh,
While we’re glad that you loved them, we're sorry to hear about the headband breaking after a couple of years. This is definitely not the quality or durability we aim to deliver to our customers. Rest assured that your feedback will help us improve our products and services. If the headband of your WH-1000XM5 headphones breaks, Sony have partnered with our parts supplier, Encompass, to offer a low-cost repair for a fixed fee.
For additional details regarding headband repair, please visit this link: https://www.sony.com/electronics/support/articles/00346233
If there’s anything we can do to assist you, please don’t hesitate to reach out to us directly. You may send us an email at socialsupport@am.sony.com with the following:
Name:
Username:
Model Number:
Issue:
Telephone Number:
We truly appreciate your honesty and want to make this right however we can!
Sincerely,
Jess
While we’re glad that you loved them, we're sorry to hear about the headband breaking after a couple of years. This is definitely not the quality or durability we aim to deliver to our customers. Rest assured that your feedback will help us improve our products and services. If the headband of your WH-1000XM5 headphones breaks, Sony have partnered with our parts supplier, Encompass, to offer a low-cost repair for a fixed fee.
For additional details regarding headband repair, please visit this link: https://www.sony.com/electronics/support/articles/00346233
If there’s anything we can do to assist you, please don’t hesitate to reach out to us directly. You may send us an email at socialsupport@am.sony.com with the following:
Name:
Username:
Model Number:
Issue:
Telephone Number:
We truly appreciate your honesty and want to make this right however we can!
Sincerely,
Jess
Written by a customer while visiting sony.com
Customer Rating
1
Just Don't
on March 2, 2025
Posted by: Krid 01
Gender:Male
If you luke a constant BEEP and slow response plus ridiculous buttons. This product is for you. Hearing constant BEEPS as I type this. Starting a fire in which I will through this into.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 4, 2025
Hi Krid 01,
We regret to hear that you are not satisfied with the WH-1000XM5. Sony's commitment to customer satisfaction is our top priority.
For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
When using the touch sensor, make sure to use it correctly. You may find this link helpful:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534542.html
Some devices that emit ultrasonic sound waves designed to repel rodents may occasionally be installed at the entrances of commercial facilities or subway stations. Near such devices, the ultrasonic sound waves may cause noise or unusual sound to be heard from the headset. Leave the place where the noise or unusual sound is heard. Or turn off the noise canceling function/Ambient Sound Mode from the “Sony Sound Connect” app.
If the unusual sound is happening to multiple places or the headset is not working as expected, resetting and initializing the headphones may help resolve those issues:
Resetting the headset
-Connect the headset to an AC outlet. Use the supplied USB Type-C cable and a commercially available USB AC adaptor.
-Press the (power) button and the NC/AMB button simultaneously. The headset will be reset.
The pairing information and other settings are retained. If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.
Initializing the headset
-Turn off the headset. Remove the USB Type-C cable.
-Press and hold the (power) button and the NC/AMB button for about 7 seconds. When the initializing is complete, the indicator (blue) flashes 4 times.
This operation resets volume settings, etc. to the factory settings, and deletes all pairing information. In this case, delete the pairing information for the headset from the connected device and then pair them again.
Hope this helps. If the issue is resolved or you need further assistance, please email the below information to socialsupport@am.sony.com.
Name:
Username:
Model Number:
Issue:
Telephone Number:
Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Sincerely,
-Ralph
We regret to hear that you are not satisfied with the WH-1000XM5. Sony's commitment to customer satisfaction is our top priority.
For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
When using the touch sensor, make sure to use it correctly. You may find this link helpful:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534542.html
Some devices that emit ultrasonic sound waves designed to repel rodents may occasionally be installed at the entrances of commercial facilities or subway stations. Near such devices, the ultrasonic sound waves may cause noise or unusual sound to be heard from the headset. Leave the place where the noise or unusual sound is heard. Or turn off the noise canceling function/Ambient Sound Mode from the “Sony Sound Connect” app.
If the unusual sound is happening to multiple places or the headset is not working as expected, resetting and initializing the headphones may help resolve those issues:
Resetting the headset
-Connect the headset to an AC outlet. Use the supplied USB Type-C cable and a commercially available USB AC adaptor.
-Press the (power) button and the NC/AMB button simultaneously. The headset will be reset.
The pairing information and other settings are retained. If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.
Initializing the headset
-Turn off the headset. Remove the USB Type-C cable.
-Press and hold the (power) button and the NC/AMB button for about 7 seconds. When the initializing is complete, the indicator (blue) flashes 4 times.
This operation resets volume settings, etc. to the factory settings, and deletes all pairing information. In this case, delete the pairing information for the headset from the connected device and then pair them again.
Hope this helps. If the issue is resolved or you need further assistance, please email the below information to socialsupport@am.sony.com.
Name:
Username:
Model Number:
Issue:
Telephone Number:
Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Sincerely,
-Ralph
Written by a customer while visiting sony.com
Posted by: RLSRides
Gender:Male
Verified Purchase:Yes
I just bought these today at an airport and was shocked as to how well they work in the plane during take off! I was sitting in the second to the last row in the plane behind the wing and the engine. It's usually pretty load during take off and maneuvering around the airstrip. The noise cancelling is fantastic and I was shocked that I could listen to music at a lower level and nothing impeded it. Very impressed and this was my first impression as it's my first pair of noise cancelling headphones. There are a lot of products to choose from and others that I was looking at were almost twice the cost (Bowers and Wilkens). After a bunch of reviews being read and comparisons being made, these are the best bang for your buck. Very comfortable, the App is great and easy to work with, and they sound great! The touch controls on the right ear cup is a fantastic feature as well. Again great product and at a very reasonable price for what you're getting.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, February 28, 2025
Hi RLSRides,
You made the right choice! We're thrilled that you like the noise canceling function, comfort, dedicated app, and touch controls of the headphones. Thank you for choosing Sony!
-Ralph
You made the right choice! We're thrilled that you like the noise canceling function, comfort, dedicated app, and touch controls of the headphones. Thank you for choosing Sony!
-Ralph
Written by a customer while visiting sony.com
Posted by: Sayooj
Gender:Male
Verified Purchase:Yes
I bought it last week and I am happy with the sound quality and anc
Response from sony.comBy Sony North America Customer Support, February 28, 2025
Hi Sayooj, Awesome! We’re delighted to hear you’re enjoying the sound quality and active noise cancellation. Happy listening and thanks for the 5-star rating on the product! -Jess
Written by a customer while visiting sony.com
Posted by: SASJ
Gender:Female
Verified Purchase:Yes
The headphones broke in about three weeks I think the design is bad.. it has taken me this long to even write this review.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, February 3, 2025
Hi SASJ,
Thank you for taking the time to provide your feedback regarding the WH-1000XM5. We sincerely apologize for the issues you encountered with the product. This is definitely not the quality or durability we aim to deliver to our customers. Please note that your headphones has a 1-year warranty from the date of purchase.
For more information regarding the headband issue, please refer to the following link:
https://www.sony.com/electronics/support/articles/00346233
Should you need more information/technical assistance, may we contact you to help and get more information? If so, please email the below information to socialsupport@am.sony.com.
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the WH-1000XM5:
We value your feedback and aim to restore your trust in Sony.
Sincerely,
Jess
Thank you for taking the time to provide your feedback regarding the WH-1000XM5. We sincerely apologize for the issues you encountered with the product. This is definitely not the quality or durability we aim to deliver to our customers. Please note that your headphones has a 1-year warranty from the date of purchase.
For more information regarding the headband issue, please refer to the following link:
https://www.sony.com/electronics/support/articles/00346233
Should you need more information/technical assistance, may we contact you to help and get more information? If so, please email the below information to socialsupport@am.sony.com.
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the WH-1000XM5:
We value your feedback and aim to restore your trust in Sony.
Sincerely,
Jess
Written by a customer while visiting sony.com
Customer Rating
5
Awesome Christmas Gift
on January 19, 2025
Posted by: BrandonMcPhillips
Gender:Male
I got these as a Christmas gift. I love how comfortable they are, they fit over my big ears. The sound quality is incredible. I love the DSEE Extreme and EdgeAI. It really hels when listening to comedy shows from 06. I love the ANC, but
especially the Ambient mode is great, especially with the voice filter. Something that isn't talked about much is the hourly clock that's part of the autoplay feature. I don't use the actual autoplay, but I do use the hourly clock, and the thing that tells you the date and weather in the morning. I love how it says good morning to me. The Sound Connect app does need screenreader support added for VoiceOver, I'm a blind user and this is the only problem I have. I lost my XM3 at a McDonalds and missed how comfortable they were. i switched to the Bose QuietComfort Ultra Headphones for a while, but they weren't as comfy, that's why I asked for the XM5. Also the microphones are awesome for calls, and the Alexa function is amazing. Short story: Get these headphones, they're amazing.
especially the Ambient mode is great, especially with the voice filter. Something that isn't talked about much is the hourly clock that's part of the autoplay feature. I don't use the actual autoplay, but I do use the hourly clock, and the thing that tells you the date and weather in the morning. I love how it says good morning to me. The Sound Connect app does need screenreader support added for VoiceOver, I'm a blind user and this is the only problem I have. I lost my XM3 at a McDonalds and missed how comfortable they were. i switched to the Bose QuietComfort Ultra Headphones for a while, but they weren't as comfy, that's why I asked for the XM5. Also the microphones are awesome for calls, and the Alexa function is amazing. Short story: Get these headphones, they're amazing.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 20, 2025
Hello BrandonMcPhillips,
Thank you for your enthusiastic review of the WH-1000XM5 headphones! We're thrilled to hear you find them comfortable and enjoy their exceptional sound quality, DSEE Extreme, and EdgeAI features. It's great that the Active Noise Cancellation and Ambient mode are working well for you.
We appreciate your feedback on the hourly clock, autoplay feature, and the Sound Connect app needing screen reader support. We're also glad to know the microphones provide excellent call quality and that you love using the Alexa function.
Thank you for choosing Sony! We hope you enjoy your headphones for years to come.
Best regards,
Romeo
Thank you for your enthusiastic review of the WH-1000XM5 headphones! We're thrilled to hear you find them comfortable and enjoy their exceptional sound quality, DSEE Extreme, and EdgeAI features. It's great that the Active Noise Cancellation and Ambient mode are working well for you.
We appreciate your feedback on the hourly clock, autoplay feature, and the Sound Connect app needing screen reader support. We're also glad to know the microphones provide excellent call quality and that you love using the Alexa function.
Thank you for choosing Sony! We hope you enjoy your headphones for years to come.
Best regards,
Romeo
Written by a customer while visiting sony.com