Customer reviews from sony.com
Sony - Refurbished Excellent - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Silver
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 - Silver
Customer Rating
1
Not worth it
on October 17, 2025
Posted by: Cust123
Headphones totally stopped working in a little over a year, Sony will not offer to repair or any support - they just told me to go find a headphone repair center. Google around, there are known problems with these and the software also sucks.
No, I would not recommend this to a friend.
Response from sony.comBy Estefany, Sony North America Customer Support, October 18, 2025
Hi Cust123,
We sincerely apologize for the experience you're having with your WH-1000XM5 headphones. We completely understand your frustration after they stopped working.
Since your headphones are now out of the limited one-year warranty, you are correct that we can no longer offer a direct repair or replacement service through Sony.
However, we can still absolutely point you toward our authorized service center, Encompass, who specializes in repairs for our products.
Find their contact information here: https://sony.encompass.com/parts-accessories/Sony-Repair-Services
If, for some reason, Encompass is unable to assist with the repair, a great next step is to look for a local electronics repair servicer. You can often find reputable local businesses by checking a business directory like the Yellow Pages.
Thanks for considering Sony products. We truly are sorry that you're running into this issue.
Sincerely,
Estefany
We sincerely apologize for the experience you're having with your WH-1000XM5 headphones. We completely understand your frustration after they stopped working.
Since your headphones are now out of the limited one-year warranty, you are correct that we can no longer offer a direct repair or replacement service through Sony.
However, we can still absolutely point you toward our authorized service center, Encompass, who specializes in repairs for our products.
Find their contact information here: https://sony.encompass.com/parts-accessories/Sony-Repair-Services
If, for some reason, Encompass is unable to assist with the repair, a great next step is to look for a local electronics repair servicer. You can often find reputable local businesses by checking a business directory like the Yellow Pages.
Thanks for considering Sony products. We truly are sorry that you're running into this issue.
Sincerely,
Estefany
Written by a customer while visiting sony.com
Customer Rating
1
Headphones
on December 4, 2025
Posted by: Ana Laura
Gender:Female
They are bad headphones . Within a month they start to peel off . The one year warranty doesn’t cover because they said it’s cosmetic .
No, I would not recommend this to a friend.
Response from sony.comBy Gus, Sony North America Customer Support, December 5, 2025
Thank you for sharing your feedback, Ana Laura.
We are truly sorry to hear that you are experiencing issues with the earpads peeling on your WH-1000XM5 headphones after only a month of use. We sincerely apologize for the disappointment and frustration this has caused, especially given that you feel this should be covered under warranty.
We understand how upsetting it is when a premium product begins to show wear so quickly, and we regret that our initial assessment deemed this type of damage cosmetic. While cosmetic wear is generally excluded from the limited warranty, we take all customer feedback about durability and material quality seriously.
We would like to review the specific details of your case, as we strive to ensure our customers are satisfied with their investment. Please contact us directly at socialsupport@am.sony.com and provide your name, the headphones' serial number, and any existing case or reference number you were given by support.
We are committed to helping you find a resolution and regret that this product hasn't met your expectations for quality and service in this instance. Thank you for bringing this to our attention.
Best regards,
Gus, Sony North America Customer Support
We are truly sorry to hear that you are experiencing issues with the earpads peeling on your WH-1000XM5 headphones after only a month of use. We sincerely apologize for the disappointment and frustration this has caused, especially given that you feel this should be covered under warranty.
We understand how upsetting it is when a premium product begins to show wear so quickly, and we regret that our initial assessment deemed this type of damage cosmetic. While cosmetic wear is generally excluded from the limited warranty, we take all customer feedback about durability and material quality seriously.
We would like to review the specific details of your case, as we strive to ensure our customers are satisfied with their investment. Please contact us directly at socialsupport@am.sony.com and provide your name, the headphones' serial number, and any existing case or reference number you were given by support.
We are committed to helping you find a resolution and regret that this product hasn't met your expectations for quality and service in this instance. Thank you for bringing this to our attention.
Best regards,
Gus, Sony North America Customer Support
Written by a customer while visiting sony.com
Customer Rating
1
Warranty does not cover Ripping Headband
on December 17, 2025
Posted by: THtTH
Have two MX5's and one MX6. Love the sounds and product overall however, Sony's warranty does not cover the headband which ripped. There was no misuse at all.
Response from sony.comBy Estefany, Sony North America Customer Support, December 17, 2025
Hi THtTH,
Thanks for your feedback. It's great to hear you love the sound of the XM series.
We're genuinely sorry to hear about the headband on your unit. We know how frustrating it is when you take great care of your gear and something like this happens.
However, our warranty policy doesn't cover physical damage to the headband material.
To help out, we’ve partnered with Encompass to provide low-cost repairs for our customers. Here is their contact info:
Phone: 1-866-835-1146
Email: service@encompass.com
Hours: Mon-Fri, 8:00 am - 6:00 pm EST
We know that isn't the news you were hoping for, but we truly value your support.
Thanks for considering Sony.
Sincerely,
Estefany
Thanks for your feedback. It's great to hear you love the sound of the XM series.
We're genuinely sorry to hear about the headband on your unit. We know how frustrating it is when you take great care of your gear and something like this happens.
However, our warranty policy doesn't cover physical damage to the headband material.
To help out, we’ve partnered with Encompass to provide low-cost repairs for our customers. Here is their contact info:
Phone: 1-866-835-1146
Email: service@encompass.com
Hours: Mon-Fri, 8:00 am - 6:00 pm EST
We know that isn't the news you were hoping for, but we truly value your support.
Thanks for considering Sony.
Sincerely,
Estefany
Written by a customer while visiting sony.com
Posted by: Dhaubanjar
Gender:Male
Verified Purchase:Yes
I bought this in 2024 and have no any complaints. Sound is awesome and the best part is, of course, the ANC. Headphone is lightweight so I never had any problems with wearing it continuously for 4-5 hours at my work. Battery backup is also awesome.
I would recommend this to a friend!
Response from sony.comBy Fred, Sony North America Customer Support, January 23, 2026
Hello Dhaubanjar,
Thank you for choosing Sony!
We're elated to hear that you are enjoying your WH-1000XM5 headphones. It’s wonderful to know that the sound quality, noise cancellation, lightweight design, and battery life are supporting your workday comfortably. Your experience truly highlights the thoughtful engineering that goes into our products, and we appreciate you sharing your positive feedback.
Best regards,
-Fred
Thank you for choosing Sony!
We're elated to hear that you are enjoying your WH-1000XM5 headphones. It’s wonderful to know that the sound quality, noise cancellation, lightweight design, and battery life are supporting your workday comfortably. Your experience truly highlights the thoughtful engineering that goes into our products, and we appreciate you sharing your positive feedback.
Best regards,
-Fred
Written by a customer while visiting sony.com
Customer Rating
2
Good audio marred by awful interface
on February 10, 2026
Posted by: frustrateduser123
Gender:Male
I bought based on the Wirecutter review. First off:
Sound quality and noise cancellation: excellent.
Sound quality and noise cancellation: excellent.
So why 2 stars? Everything else about these is extremely frustrating. Can't use while charging. Unintuitive and confusing buttons to turn on, connect to bluetooth, and adjust noise cancellation - after year, I still don't know how to use them (I gave up long ago). "Smart features" are very dumb and auto-enabled: I clear my throat at my desk and music pauses. My default use is plugged in with a wire, no noise cancellation, because the UX of these is so frustrating and continues to frustrate me a year later.
Perhaps someone who enjoys tinkering with smart features in an app would enjoy these, but they've been the most frustrating experience I've ever had with headphones and I regret not returning them after getting them.
No, I would not recommend this to a friend.
Response from sony.comBy Estefany, Sony North America Customer Support, February 11, 2026
Hi there,
Thanks so much for taking the time to share this detailed review and for calling out the excellent sound quality and noise cancellation on your WH-1000XM5. We’re really glad those parts are working well for you.
We’re also very sorry to hear how frustrating the rest of the experience has been. That’s not what we want for anyone using our products.
About not being able to use the headphones while they are charging: this is by design. It helps protect the battery and supports long term performance and safety, which is why audio playback is disabled during charging.
The issue where your music pauses when you clear your throat is most likely caused by the Speak‑to‑Chat feature. This listens for your voice so it can pause audio when you start talking. You can turn this feature off, or change how sensitive it is, in the Sony | Sound Connect app. You can also control Speak‑to‑Chat using the touch sensors on the headphones if that’s easier for you.
For more details, please see this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000536742.html
For the Bluetooth connection and noise cancelling controls, our technical support team can walk you through the settings step by step and help you set things up in a simpler way that suits how you use the headphones. Please reach out to them here: https://www.sony.net/support-contact
We really appreciate you giving Sony a try and letting us know about your experience.
Warm regards,
Estefany
Thanks so much for taking the time to share this detailed review and for calling out the excellent sound quality and noise cancellation on your WH-1000XM5. We’re really glad those parts are working well for you.
We’re also very sorry to hear how frustrating the rest of the experience has been. That’s not what we want for anyone using our products.
About not being able to use the headphones while they are charging: this is by design. It helps protect the battery and supports long term performance and safety, which is why audio playback is disabled during charging.
The issue where your music pauses when you clear your throat is most likely caused by the Speak‑to‑Chat feature. This listens for your voice so it can pause audio when you start talking. You can turn this feature off, or change how sensitive it is, in the Sony | Sound Connect app. You can also control Speak‑to‑Chat using the touch sensors on the headphones if that’s easier for you.
For more details, please see this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000536742.html
For the Bluetooth connection and noise cancelling controls, our technical support team can walk you through the settings step by step and help you set things up in a simpler way that suits how you use the headphones. Please reach out to them here: https://www.sony.net/support-contact
We really appreciate you giving Sony a try and letting us know about your experience.
Warm regards,
Estefany
Written by a customer while visiting sony.com
Customer Rating
1
Horrible. Broke twice within two years.
on February 13, 2026
Posted by: Florangel
Gender:Female
I bought these headphones in October of 2024. The left hinge broke in April of 2025. I got it fixed through the official repair center that Sony offers and paid 90 dollars. When I got it back from the repair center, it randomly started turning off while in use. In February of 2026 the same hinge on the same side breaks again. Its not like I'm being rough wuth my headphones. I am very careful with them. If they're so expensive, why do they break so easily? This seems to be a common issue with many people as well. This issue should definitely be addressed.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, February 14, 2026
Hi Florangel,
Thank you for reaching out and sharing your experience with us. We are sorry to hear about the repeated issues you’ve encountered with the hinge of your WH-1000XM5 headphones, especially following a previous repair.
While we take your feedback seriously as it helps us identify areas for improvement, it is important to clarify that our limited warranty is designed to cover internal manufacturing defects. A broken hinge is classified as physical damage, which falls outside the scope of the standard warranty coverage.
We sincerely appreciate you sharing these observations with us. Your comments have been noted and shared with our product development team for future consideration.
Thank you for considering Sony!
Best regards,
Dominick
Thank you for reaching out and sharing your experience with us. We are sorry to hear about the repeated issues you’ve encountered with the hinge of your WH-1000XM5 headphones, especially following a previous repair.
While we take your feedback seriously as it helps us identify areas for improvement, it is important to clarify that our limited warranty is designed to cover internal manufacturing defects. A broken hinge is classified as physical damage, which falls outside the scope of the standard warranty coverage.
We sincerely appreciate you sharing these observations with us. Your comments have been noted and shared with our product development team for future consideration.
Thank you for considering Sony!
Best regards,
Dominick
Written by a customer while visiting sony.com
Customer Rating
1
Terrible product
on March 21, 2026
Posted by: Nunya223
This product sucks. I got it for my birthday, app is trash. Attempted to make a Sony account, not actually allowed to. Do not buy.
Response from sony.comBy Sony North America Customer Support, March 22, 2026
Hi Nunya223,
Happy belated birthday! We are truly sorry to hear that your experience with your new WH-1000XM5 has been frustrating so far. We want to ensure you can fully enjoy your gift, and we would like to offer you personalized assistance with the application setup for your headphones.
Our team is ready to help you navigate the setup process step-by-step to ensure everything is working correctly for you. Please contact us directly through the link below so we can assist you:
Contact Sony Support:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for considering Sony!
Regards,
Dominick
Happy belated birthday! We are truly sorry to hear that your experience with your new WH-1000XM5 has been frustrating so far. We want to ensure you can fully enjoy your gift, and we would like to offer you personalized assistance with the application setup for your headphones.
Our team is ready to help you navigate the setup process step-by-step to ensure everything is working correctly for you. Please contact us directly through the link below so we can assist you:
Contact Sony Support:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for considering Sony!
Regards,
Dominick
Written by a customer while visiting sony.com
Customer Rating
2
Operation during an RV trip.
on March 23, 2026
Posted by: JV0410
I bought mine a year ago. On a recent RV trip, I used it to listen to XM on my phone and have noise cancellation from our very noisy RV. Battery had to be recharged after just a couple hours and during the recharge, the noise cancellation and music were inoperative. A battery replacement option would have been a good feature.
Response from sony.comBy Sony North America Support, March 24, 2026
Hi JV0410,
We’re sorry to hear about the battery performance you’ve experienced with your WH-1000XM5. While these headphones typically offer up to 30 hours of battery life, performance can vary based on settings like Noise Canceling and Speak-to-Chat. We recommend ensuring the firmware is up to date via the Sony Headphones Connect app and trying a different USB-C cable for a full charge.
Thanks for choosing Sony.
Best regards,
Eliab
We’re sorry to hear about the battery performance you’ve experienced with your WH-1000XM5. While these headphones typically offer up to 30 hours of battery life, performance can vary based on settings like Noise Canceling and Speak-to-Chat. We recommend ensuring the firmware is up to date via the Sony Headphones Connect app and trying a different USB-C cable for a full charge.
Thanks for choosing Sony.
Best regards,
Eliab
Written by a customer while visiting sony.com