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
5
Great Features
on October 6, 2022
Posted by: Shellyjo
Gender:Female
[This review was collected as part of a promotion.] I love these awesome Sony headphones, light,feel great and the bass is amazing,I highly recommend them to everyone, Best noise cancelling I've ever had,they are so great,love them.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 7, 2022
Hi Shellyjo, Great! We're glad that you love the noise canceling function and features of your new 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. Thanks for choosing Sony. Erin
Written by a customer while visiting sony.com
Customer Rating
5
Awesome headphones!
on October 7, 2022
Posted by: bubblegod123
[This review was collected as part of a promotion.] I bought this a month ago and I'm so happy that I did! The Sony wireless noise canceling headphones deliver great sound quality and I love listening to music around the house. I highly recommend them to anyone who is looking for quality headphones!
Response from sony.comBy Sony North America Customer Support, October 8, 2022
Hi bubblegod123, Amazing! We're glad that you like the noise canceling function and sound quality. 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
Posted by: Nheon1
Gender:Male
Verified Purchase:Yes
I purchased the headphone and it worked decently but it seems to be poorly made and one of the side starting chipping out for no reason and I am not even a heavy user. The only reasonable explanation could highly likely the poor manufacturing process and materials.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, October 9, 2023
Hi Nheon1,
Thank you for reaching out to us! We're sorry to hear what happened with your headphones. We are more than happy to help you out with your issue. For us to better assist you, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
Regards,
David
Thank you for reaching out to us! We're sorry to hear what happened with your headphones. We are more than happy to help you out with your issue. For us to better assist you, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
Regards,
David
Written by a customer while visiting sony.com
Posted by: Sonyhadapony
Gender:Male
Verified Purchase:Yes
Such amazing sound from these headphones seriously good build and very comfortable.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, July 26, 2024
Hi Sonyhadapony, Awesome! We're glad that you are enjoying the sound quality, build and comfortable to use. Thank you for choosing Sony. Erin
Written by a customer while visiting sony.com
Posted by: Nessim
Gender:Male
Verified Purchase:Yes
5 Stars and well-deserved. Outstanding sound and an excellent app that’s used in conjunction to adjust the bass and treble. Excellent noise cancellation. Definitely the one to get when one is ready to upgrade to an advanced set of headphones.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, April 19, 2025
Hi Nessim, thanks for sharing your wonderful experience with the Sony - WH1000XM5! We're thrilled to hear you're enjoying the extraordinary sound quality, and bass that you can get with the app. With industry-leading noise cancellation technology every beat in your songs comes to life! We hope you continue enjoying the headphones and thanks for choosing Sony. Regards,
Dominick
Dominick
Written by a customer while visiting sony.com
Customer Rating
1
Never Received My Order
on April 22, 2025
Posted by: SSnow850
Gender:Male
I paid for the WH-1000XM5 and never received my package. I reached out to Sony Support and they opened a claim, telling me it could take up to a month. After waiting patiently, they came back and said there was nothing more they could do. I never received a refund or a replacement. I’m extremely disappointed—this was supposed to be a premium experience from a brand like Sony, and I feel completely let down.
I was really looking forward to trying these headphones, but unfortunately, I haven't had the chance to experience them. I can’t speak to their sound quality, comfort, or features because they never made it into my hands. Extremely disappointing, especially considering my expectations for a premium product.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, April 23, 2025
Hi SSnow850,
Thank you for bringing this to our attention. We want to sincerely apologize for the inconvenience and frustration you've experienced regarding your WH1000XM5 order. We understand how disappointing it must be not to have received your headphones. Our customers' feedback is truly valuable.
We'd like the opportunity to revisit this issue.
Please contact us again directly with your original case number or any reference information you may have. The contact information for our support team can be found here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for giving us the chance to make this right.
Sincerely,
- Stephanie
Thank you for bringing this to our attention. We want to sincerely apologize for the inconvenience and frustration you've experienced regarding your WH1000XM5 order. We understand how disappointing it must be not to have received your headphones. Our customers' feedback is truly valuable.
We'd like the opportunity to revisit this issue.
Please contact us again directly with your original case number or any reference information you may have. The contact information for our support team can be found here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for giving us the chance to make this right.
Sincerely,
- Stephanie
Written by a customer while visiting sony.com
Customer Rating
5
Great headphones
on April 25, 2025
Posted by: in2caffeine
Gender:Male
Great soinding headphones! really nice soind and mics.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, April 26, 2025
Hi In2caffeine, thanks for the fantastic 5-star rating! We are thrilled to hear you're enjoying our industry-leading noise canceling Sony - WH1000XM5. These headphones have been engineered to perfection, to produce magnificent sound with ultra-comfortable and lightweight design. Thank you for choosing Sony, and enjoy the music! Regards, -Dominick
Written by a customer while visiting sony.com
Customer Rating
3
Good sound disapointing strength
on September 4, 2025
Posted by: bhpbop
Overal good pair of headphones, but the build quality is mid at best.
I am no audiophile, and have not purchased a headset this expensive before. I have used several other mid to low-range devices and can appreciate the difference. The price is for the noise-canceling function. The quality of the music is notable in comparison to other devices. It is very noticeable when I am in public/noisy environments.
For the price, the build is disappointing. The controls work most of the time, but start to act up the longer I wear them. I suspect the pressure pad is either getting humid or depressed as I wear them. I have to turn off the control features if I wear them for more than an hour. The hinge also broke while wearing for normal use. I will admit to being a more blunt person, but I cannot point to any major drop/pressure that would explain the break. Search the internet for "1000XM5 hinge" and you'll see what I mean. For hundreds of dollars and version 5 you would think these issues would be better and not worse.
Response from sony.comBy Sony North America Costumer Support, September 4, 2025
Hi bhpbop, Thanks for your honest and detailed review of the WH-1000XM5 headphones. We genuinely appreciate you taking the time to share your feedback, as it's crucial for us to understand the customer experience. We appreciate that you've highlighted the strengths of the XM5s, including the industry-leading noise cancellation and the high-quality audio performance. These features are a direct result of our focus on delivering the best possible listening experience in noisy environments. We're very sorry to hear about the issues you've faced with the build quality and the touch controls. This is certainly not the experience we want for our customers, especially with a premium product. As a valued customer, we would like to offer our support. Please visit our repair center at https://sony.encompass.com/parts-accessories/Sony-Repair-Services
We want to apologize again for the bad experience, and appreciate you choosing Sony! Sincerely, Jenn | Sony North America.
We want to apologize again for the bad experience, and appreciate you choosing Sony! Sincerely, Jenn | Sony North America.
Written by a customer while visiting sony.com