Customer reviews from sony.com
Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Average customer rating
4.2
(345 Reviews)
Rating breakdown 345 reviews
5 Stars
230
4 Stars
39
3 Stars
21
2 Stars
13
1 Star
42
80%of customers recommend this product.
(
261 out of
325)
Customer Reviews for Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Customer Rating
1
Beware the hinge breaking
on March 23, 2026
Posted by: SammyL
I bought these one year and three months ago and they just broke. They’re *just* outside the warranty. There is a faulty hinge mechanism on these headphones that Sony knows about (look up: sony xm5 broken hinge if you want to see all the many, many people who’ve had the same issue). Apparently even if you’re covered by warranty, they classify this as “physical damage” and won’t cover it. I would never buy these and wouldn’t recommend them because of this. They’re too expensive to have known design flaws that Sony refuses to fix.
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, March 24, 2026
Hello SammyL,
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you have experienced with your WH1000XM5 headphones. We understand how frustrating it is to encounter a hinge issue just outside the warranty period, especially when it impacts a product you rely on. Please be advised that the Sony limited warranty covers manufacturing defects; however, damage resulting from regular use or accidental impact is generally not covered.
To assist you further, we recommend contacting our authorized service partner, Encompass, who offers specialized repair services with genuine parts that may provide a more affordable option: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
We have also forwarded your feedback regarding product durability and support accessibility to our quality assurance team for review. We truly value your input as it helps us improve our products and services.
Best regards,
-Fred
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you have experienced with your WH1000XM5 headphones. We understand how frustrating it is to encounter a hinge issue just outside the warranty period, especially when it impacts a product you rely on. Please be advised that the Sony limited warranty covers manufacturing defects; however, damage resulting from regular use or accidental impact is generally not covered.
To assist you further, we recommend contacting our authorized service partner, Encompass, who offers specialized repair services with genuine parts that may provide a more affordable option: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
We have also forwarded your feedback regarding product durability and support accessibility to our quality assurance team for review. We truly value your input as it helps us improve our products and services.
Best regards,
-Fred
Written by a customer while visiting sony.com
Customer Rating
1
Design Flaw
on April 5, 2026
Posted by: AMejiaG
Gender:Male
I got these headphones less than a year ago and the hinges have snapped out of place on both sides of the headphones. Initially i glued the hinge back into place the first time it happened and now it had happened on the other side. Extremely upset as I paid full price and anytime i speak with anyone about repairs I am told that it does not fall under the warranty. I recommend you save yourself the time and money and invest in other headphones by other companies because this design flaw appears to be common with Sony headphones. I originally enjoyed the sound quality of the project and was certain that the headphones were the ones for me but now that this has happened to both sides and I find it it has happened to many others it makes me question my overall purchase
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, April 6, 2026
Hello there,
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you have experienced with your WH-1000XM5 headphones. We understand how frustrating it must be to have the hinges snap on both sides, especially after investing in what you expected to be a durable product. Please note that the warranty generally covers manufacturing defects and does not include accidental damage or wear over time. However, to assist you further, we recommend reaching out to our authorized repair partner, Encompass, who can offer repair options that may be more affordable for you. You can find more information here: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
We hope this helps you get back to enjoying your headphones soon. Thank you for your understanding, and please don’t hesitate to contact us if you need further assistance.
Best regards,
-Fred
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you have experienced with your WH-1000XM5 headphones. We understand how frustrating it must be to have the hinges snap on both sides, especially after investing in what you expected to be a durable product. Please note that the warranty generally covers manufacturing defects and does not include accidental damage or wear over time. However, to assist you further, we recommend reaching out to our authorized repair partner, Encompass, who can offer repair options that may be more affordable for you. You can find more information here: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
We hope this helps you get back to enjoying your headphones soon. Thank you for your understanding, and please don’t hesitate to contact us if you need further assistance.
Best regards,
-Fred
Written by a customer while visiting sony.com
Posted by: joshv
Gender:Male
Verified Purchase:Yes
I accidentally broke 2 pairs of the XM4's but with the build quality of the XM5, I feel safer taking this on and off without breaking the metal/plastic band holding the headphones together. Sound quality is on another level but noice canceling could be a bit better compared to the Air Pods Max.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, June 20, 2022
Hi joshv, Thank you for purchasing the Sony WH-1000XM5 Wireless Noise Canceling Headphones! The WH-1000XM5 headphones have a robust design which helps prevent any type of breakage under normal use. And we're glad you like the excellent sound quality of your new headphones. To ensure optimal noise canceling performance, please refer to the steps on the link below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html
The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony! -Sam
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html
The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony! -Sam
Written by a customer while visiting sony.com
Customer Rating
5
Amazing Headphones
on July 12, 2022
Posted by: Jeffrey3465
Gender:Male
I love these headphones, they have amazing sound quality and the battery life is great. the noise cancelling is great and works extremely well.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, July 13, 2022
Hi Jeffrey Brady, Great! We're happy to hear that you like the sound quality, battery life, and noise canceling function. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin
Written by a customer while visiting sony.com
Customer Rating
5
Feature rich and sound as great as they feel!
on October 4, 2022
Posted by: H2ODogz
Gender:Male
[This review was collected as part of a promotion.] After extensive use I can confidently say that Sony’s new WH-1000XM5 headphones are a tremendous leap forward from previous models and the competition. The headphones themselves feel very sturdy and will not break from minor contact or pressure. A big improvement from previous models is that these fold flat into their case in a very intuitive and natural manner, whereas older models I experienced required some twisting and I worried each time about exerting too much pressure and causing a break. The weight seems much improved and even after hours of use I don’t experience any pressure points or fatigue on my head or ears. My absolute favorite part of the WH-1000XM5 is the noise cancellation, which is superior. The cancellation is adaptive and filters the majority of ambient or ancillary sounds without the need to run optimization. For example, other brands I have used may filter the din of traffic and sidewalk sounds but when an ambulance zooms by its siren penetrates the level of active noise cancelling in place causing a startling intrusion of loud sound. The WH-1000XM5 manages such abrupt changes in ambient sound perfectly and optimizes with immediate recalibration to the active filtration. I have truly not experienced this level smart adjustment on any other brand or model except for Apple’s top model. An additional feature that I absolutely love is that the headphones intelligently perceive when they have been removed and pause playback; and when put back on, playback resumes (perfect if responding to a quick question, waiter, etc.). All of these features combine together to make the WH-1000XM5 my essential traveling companion. As for sound quality, the WH-1000XM5 is impressive and consistent. Bass is deep and strong, but not overbearing and never prone to distort. Highs are crisp but not intrusive – I feel that they were likely tuned with a perfectly flat response, then a slight bass boost applied. The result is perfect for my listening experience and I never EQ the sound playback that they receive. In summary, I highly recommend the WH-1000XM5 and am confident that others will be as impressed with the features as I continue to be.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support , October 5, 2022
Hi H2ODogz,
Thank you for that wonderful feedback! We're glad you like the sound quality, smart features and design of the headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thank you for choosing Sony!
Regards.
David
Thank you for that wonderful feedback! We're glad you like the sound quality, smart features and design of the headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thank you for choosing Sony!
Regards.
David
Written by a customer while visiting sony.com
Customer Rating
5
Amazing
on October 5, 2022
Posted by: Runner123
Gender:Female
[This review was collected as part of a promotion.] I am in love with Sony’s headphones! These are nothing but exceptional!
They came in a case box that is perfect for storing when not in use. And it’s easy to store.
The blue tooth paring capability is perfection. I was and continue to be able to pair once my bluetooth is on and the headphones are on. It is easy for me to also pair with my peloton and connects seamlessly.
Now the noise…stunning! I cannot hear anything around me while I am working, working out or just listening. Perfect when I want to tune out my world and enter another one.
They also fit comfortably over my ears and stay put! They are super light weight which I also love!
These are better quality than the other leading brands and I will continue to buy this brand!
Absolutely in love with these! I can’t say it enough.
They came in a case box that is perfect for storing when not in use. And it’s easy to store.
The blue tooth paring capability is perfection. I was and continue to be able to pair once my bluetooth is on and the headphones are on. It is easy for me to also pair with my peloton and connects seamlessly.
Now the noise…stunning! I cannot hear anything around me while I am working, working out or just listening. Perfect when I want to tune out my world and enter another one.
They also fit comfortably over my ears and stay put! They are super light weight which I also love!
These are better quality than the other leading brands and I will continue to buy this brand!
Absolutely in love with these! I can’t say it enough.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 5, 2022
Hey Runner123,
Fantastic! We are truly happy to hear you love your new WH-1000XM5 Wireless Noise Canceling Headphones. We are also delighted that you are satisfied with its aesthetic carrying case, stable & fast Bluetooth connection, industry-leading noise canceling feature, comfortable fit & lightweight design, and overall performance.
The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design.
Thank you for sharing your amazing experience and for choosing Sony!
- Romeo
Fantastic! We are truly happy to hear you love your new WH-1000XM5 Wireless Noise Canceling Headphones. We are also delighted that you are satisfied with its aesthetic carrying case, stable & fast Bluetooth connection, industry-leading noise canceling feature, comfortable fit & lightweight design, and overall performance.
The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design.
Thank you for sharing your amazing experience and for choosing Sony!
- Romeo
Written by a customer while visiting sony.com
Posted by: Crow92
Gender:Female
Verified Purchase:Yes
Bought these bc the internet said they were the best.. and they were.. for a week. Left ear started having a constant loud crackling noise. Barely used them.. super bummed. Going to hopefully return them for a full refund.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, October 5, 2022
Hi Crow92,
Thank you for reaching out to us. We're sorry to hear the issue that you are having with the left ear side of the headphones. This is definitely not the experience we want you to have. Allow us to help troubleshoot the problem. 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 | Headphones Connect” app. Please refer to this help guide link to troubleshoot if you hear unusual sound or noise from the headphones: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html
May we contact you to help and get more information? If so, please email the below information to socialsupport@am.sony.com:
Name:
Sony.com Username:
Telephone Number:
Model Number:
Issue:
We are sorry for the inconvenience and hope to speak to you to resolve this matter. - Kris
Thank you for reaching out to us. We're sorry to hear the issue that you are having with the left ear side of the headphones. This is definitely not the experience we want you to have. Allow us to help troubleshoot the problem. 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 | Headphones Connect” app. Please refer to this help guide link to troubleshoot if you hear unusual sound or noise from the headphones: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html
May we contact you to help and get more information? If so, please email the below information to socialsupport@am.sony.com:
Name:
Sony.com Username:
Telephone Number:
Model Number:
Issue:
We are sorry for the inconvenience and hope to speak to you to resolve this matter. - Kris
Written by a customer while visiting sony.com
Customer Rating
5
Luxury at its finest
on October 6, 2022
Posted by: Janell86
Gender:Female
[This review was collected as part of a promotion.] Absolutely beautiful and all around superb quality. The noise canceling is the top of the line . Cushion is the best . The light weight of these headphones are what I love the most . The feel of them everything is top of the line . Bass is impeccable and charging is fast and lasts so long . I’m beyond impressed with these and will definitely be staying with them and this brand .
I would recommend this to a friend!
Response from sony.comBy Jay, Sony North America Customer Support, October 6, 2022
Hi Janell86,
That's great! We're glad to hear that! Our ultra comfortable WH-1000XM5 headphones rewrite the rules for distraction-free listening and exceptional call clarity. Two processors control multiple microphones for unprecedented noise cancelling while Auto NC Optimizer automatically optimizes noise cancelling based on your wearing conditions and environment. The specially designed 30 mm driver unit delivers superior sound quality for all your entertainment.
Thank you for giving the product a perfect rating!
That's great! We're glad to hear that! Our ultra comfortable WH-1000XM5 headphones rewrite the rules for distraction-free listening and exceptional call clarity. Two processors control multiple microphones for unprecedented noise cancelling while Auto NC Optimizer automatically optimizes noise cancelling based on your wearing conditions and environment. The specially designed 30 mm driver unit delivers superior sound quality for all your entertainment.
Thank you for giving the product a perfect rating!
Written by a customer while visiting sony.com