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: Madvet_
Gender:Male
Verified Purchase:Yes
Very impressed and pleased with the NC feature. Nice design and fit.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 18, 2025
Hi Madvet_,
Perfect! We're thrilled that you like the noise canceling function, design, and fit of the headphones. Thank you for choosing Sony!
-Ralph
Perfect! We're thrilled that you like the noise canceling function, design, and fit of the headphones. Thank you for choosing Sony!
-Ralph
Written by a customer while visiting sony.com
Customer Rating
5
Really great sound quality for Hi-res audio
on January 4, 2025
Posted by: Pab52
Gender:Male
I've bought it 16 days ago and I'm in love with it and Sony service is excellent. I am using them for HI-fi resolution audio. And wow, the app is great.
I would recommend this to a friend!
Response from sony.comBy David, Sony North America Customer Support, January 5, 2025
Hi Pab52,
Thank you for the purchase! We're glad to hear that you love the sound quality and app of the headphones. We appreciate the 5-star rating and thank you for choosing Sony!
-David
Thank you for the purchase! We're glad to hear that you love the sound quality and app of the headphones. We appreciate the 5-star rating and thank you for choosing Sony!
-David
Written by a customer while visiting sony.com
Customer Rating
5
Best headphones I have used in over 40 years...
on January 3, 2025
Posted by: DJ John
Gender:Male
Verified Purchase:Yes
Great upgrade from Sony WH-1000xm4, which I still use. Sound is the same but much better mics on the M5B for conf calls.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 4, 2025
Hi DJ John,
You made the right choice upgrading to the Sony WH1000XM5! We're glad that you like the call quality of the headphones. Thank you for choosing Sony!
-Ralph
You made the right choice upgrading to the Sony WH1000XM5! We're glad that you like the call quality of the headphones. Thank you for choosing Sony!
-Ralph
Written by a customer while visiting sony.com
Posted by: Generalp2
Gender:Male
Verified Purchase:Yes
The supporting app is very clunky. Sometimes it just won’t connect even restarting the app and/or the headset. Found the app very frustrating. Wouldn’t buy this product again.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, December 26, 2024
Hi Generalp2,
This is not the experience that we want you to have. Sony's commitment to customer satisfaction is our top priority. For optimum performance, make sure that the software version of the app is up-to-date. Reinstalling the app may also help resolve the issue. You may also want to restart your mobile device where the app is installed. If still not resolved, initialize the headset:
1. Turn off the headset. Remove the USB Type-C cable.
2. 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 not 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
This is not the experience that we want you to have. Sony's commitment to customer satisfaction is our top priority. For optimum performance, make sure that the software version of the app is up-to-date. Reinstalling the app may also help resolve the issue. You may also want to restart your mobile device where the app is installed. If still not resolved, initialize the headset:
1. Turn off the headset. Remove the USB Type-C cable.
2. 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 not 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: alyssak
Gender:Female
Verified Purchase:Yes
I bought these headphones alittle bit ago to wear to the gym, then seem to slip off my head and the noise cancellation sucks.
You can still hear things around you and i thought that they would at least stay steady on my head not slip off.
You can still hear things around you and i thought that they would at least stay steady on my head not slip off.
No, I would not recommend this to a friend.
Written by a customer while visiting sony.com
Posted by: Bootsmageee
Gender:Male
Verified Purchase:Yes
I bought this for work and I’m a machinist that deals with audible noises above 110Db so it’s constant and these headphones phone have blocked out 90% of noise
They work for people who have glasses and doesn’t smash them across their head works with safety goggles and light enough to wear all day
The Sony app for noise management is amazing too sooo many features too long to put in a review but user friendly
They work for people who have glasses and doesn’t smash them across their head works with safety goggles and light enough to wear all day
The Sony app for noise management is amazing too sooo many features too long to put in a review but user friendly
Best overall headphones phones that go over ears
Even better noise cancelling try the Sony xm-004 ear buds I have those too and these paired are the best for any time
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, December 15, 2024
Hi Bootsmageee, Thank you for sharing your thoughts and experience so far using your new Sony WH-1000XM5. We are delighted to hear that you find the WH-1000XM5 headphones comfortable to wear while using glasses. It's good to know you're utilizing the different customizations and built-in equalizer on the Sony Sound Connect app. Your observations are absolutely accurate. These lightweight headphones feature a refined finish made from newly developed soft fit leather, which conforms gently to your head, reducing pressure on the ears while effectively blocking out external noise. The elegant design includes a stepless slider, seamless swivel and hanger, and silent joints, all contributing to an enjoyable wearing experience with the WH-1000XM5. We appreciate your awesome feedback. It's customers like you that motivate us to maintain our high standards. Thank you for trusting Sony! -Jess
Written by a customer while visiting sony.com
Customer Rating
3
Everything is great about them except the design
on December 7, 2024
Posted by: Ada2
I had them for 2 years, but then one day the hinges broke out of nowhere. Happen to my wh-1000xm4 too. The sound is fantastic. If u guys fix the issues with the hinges become to delicate over time, they would be fantastic.They also feel uncomfortable if u have to wear glasses. I will be buying another pair cuz they are still amazing even with this one flaw.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, December 9, 2024
Hi Ada2,
Thank you for your review and for being a loyal customer. We appreciate your positive feedback on the sound quality of the WH-1000XM5 headphones. We are sorry to hear about the issues you experienced with the hinges and the discomfort while wearing glasses. We understand how frustrating it can be to encounter durability issues, especially with a product you enjoy. Your feedback is valuable to us, and we are continuously working to improve the design and durability of our products. For information regarding the headband issue, please refer to the following link:
https://www.sony.com/electronics/support/articles/00346233
Regarding the discomfort while wearing glasses, we acknowledge that comfort can vary based on individual preferences and usage. We will take your feedback into consideration for future improvements.
Should you need more information/technical assistance, please email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you.
Name:
Username:
Model Number:
Issue/Concern:
Telephone Number:
Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for your continued support and for choosing to purchase another pair of our headphones.
Best regards,
Romeo
Sony Social Support
Thank you for your review and for being a loyal customer. We appreciate your positive feedback on the sound quality of the WH-1000XM5 headphones. We are sorry to hear about the issues you experienced with the hinges and the discomfort while wearing glasses. We understand how frustrating it can be to encounter durability issues, especially with a product you enjoy. Your feedback is valuable to us, and we are continuously working to improve the design and durability of our products. For information regarding the headband issue, please refer to the following link:
https://www.sony.com/electronics/support/articles/00346233
Regarding the discomfort while wearing glasses, we acknowledge that comfort can vary based on individual preferences and usage. We will take your feedback into consideration for future improvements.
Should you need more information/technical assistance, please email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you.
Name:
Username:
Model Number:
Issue/Concern:
Telephone Number:
Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for your continued support and for choosing to purchase another pair of our headphones.
Best regards,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Customer Rating
5
great product with bad product information include
on December 4, 2024
Posted by: Anonymous
Gender:Male
Verified Purchase:Yes
I bought this product as a replacement for my 1000MX4 that I left on the airplane. it is a great product but finding model number and specially serial number is like pulling a tooth. Why it is not included on the very little literature attached to the product? a million dollar question.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, December 5, 2024
Hi there, Thank you so much for the 5-star rating! We are glad to hear that you are happy with your new WH1000XM5 headphones! We appreciate your feedback on the headphones as this will help us in improving our products.
Thank you for choosing Sony!
Regards,
Carl
Thank you for choosing Sony!
Regards,
Carl
Written by a customer while visiting sony.com