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
HORRIBLE noise cancelling. Non-foldable
on June 28, 2024
Posted by: pthec
Gender:Female
BACKGROUND: I have had the XM3s since they came out and I LOVE THEM. I have worn these babies into the GROUND - they look like they did two tours in Iraq, came home to find their wife cheating, and now have to pay child support for three kids they can barely afford. The headpiece is broken, and the noise cancellation no longer works. It's time for a new pair. I thought it would be the XM5s.
THE GOOD:
MIC QUALITY is crisp and superb compared to previous Sony XM versions and Apple AirPod Max.
WEIGHT: Super lightweight and comfortable.
SOUND QUALITY: Music is more crisp, loud and clear esp when compared to earlier Sony versions.
ADJUSTABLE SOUND SETTINGS: You can adjust treble, bass, etc etc which is pretty cool.
MIC QUALITY is crisp and superb compared to previous Sony XM versions and Apple AirPod Max.
WEIGHT: Super lightweight and comfortable.
SOUND QUALITY: Music is more crisp, loud and clear esp when compared to earlier Sony versions.
ADJUSTABLE SOUND SETTINGS: You can adjust treble, bass, etc etc which is pretty cool.
THE BAD:
NOISE CANCELLATION: HORRRRRRRIBLE!!! With noise cancellation fully enabled and Ambient Noise turned down to 0/1 (out of 20), you can STILL literally hear your tv, street noise, side conversations of people walking by, sirens, horns, exhaust fans on trucks, toilets flushing, the wind, your own disturbing thoughts, literally everything. Compared to the XM3s and 4s, the noise cancellation on the 5s is SHOCKINGLY bad.
NOISE CANCELLATION: HORRRRRRRIBLE!!! With noise cancellation fully enabled and Ambient Noise turned down to 0/1 (out of 20), you can STILL literally hear your tv, street noise, side conversations of people walking by, sirens, horns, exhaust fans on trucks, toilets flushing, the wind, your own disturbing thoughts, literally everything. Compared to the XM3s and 4s, the noise cancellation on the 5s is SHOCKINGLY bad.
STUPID APPS: You have to use an app just to use these headphones, which is annoying. I just want to them on and have MAX noise cancellation each and every time. Not so with these. They "monitor your location" where you can "customize" the amount of ambient noise you want to let in when you stand still, walk, are in a car, and take public transit...but no matter WHAT you do to enable full noise cancellation, you will still hear a TON of ambient noise, in particular if you stand still.
PORTABILITY: They no longer fold. Whose bright (read: horrible) idea was it to get rid of the foldability feature that makes these portable?! Instead, since they cannot collapse, Sony gives you some slim carrying case which now means these headphones will solidly take up half your normal sized (gym, work, daily) bag. Horrible idea.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, July 1, 2024
Hi pthec,
While we're glad to know that you love your WH-1000XM3 and you're satisfied with the exceptional microphone quality, customizable sound, and very comfortable fit of your WH-1000XM5, we sincerely apologize if you're experiencing some issues. This is certainly not the news we'd like to hear from you. We truly appreciate your feedback about the design and companion app of the headphones. As for the noise canceling, the following articles may help resolve the problem:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html
https://www.sony.com/electronics/support/articles/00229328?utm
We want to make sure you’re taken care of and help check on your headphones. May we contact you directly to assist you? If so, please email the below information to socialsupport@am.sony.com.
Full Name:
Sony.com Username:
Telephone Number:
Model Number:
Issue:
We value you being a Sony customer. Sorry for the inconvenience and hope to speak directly to try to resolve this matter.
Thank you for choosing Sony.
Sincerely,
Romeo
Sony Social Support
While we're glad to know that you love your WH-1000XM3 and you're satisfied with the exceptional microphone quality, customizable sound, and very comfortable fit of your WH-1000XM5, we sincerely apologize if you're experiencing some issues. This is certainly not the news we'd like to hear from you. We truly appreciate your feedback about the design and companion app of the headphones. As for the noise canceling, the following articles may help resolve the problem:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html
https://www.sony.com/electronics/support/articles/00229328?utm
We want to make sure you’re taken care of and help check on your headphones. May we contact you directly to assist you? If so, please email the below information to socialsupport@am.sony.com.
Full Name:
Sony.com Username:
Telephone Number:
Model Number:
Issue:
We value you being a Sony customer. Sorry for the inconvenience and hope to speak directly to try to resolve this matter.
Thank you for choosing Sony.
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Posted by: Danbst
Verified Purchase:Yes
In February 2024, I purchased the WH-1000XM5 Wireless Noise Canceling Headphone. After a year of usage, I encountered an issue with the left-sided headphone, which no longer produced sound. Unfortunately, I did not have an extended warranty and opted to send the headphone to Sony’s repair company, Encompass.
The diagnosis revealed that both speakers had sustained damage (Both Speakers are Blown). The total cost for the diagnosis, repair parts, and labor amounted to $333.34. The original purchase price of the headphone was $349.79.
It is disheartening that the headphone failed and the speakers were damaged after only a year of use. This incident raises concerns about the product’s quality. I would rate the Sony WH-1000XM5 at one out of five stars and urge consumers to be aware of this experience.
The diagnosis revealed that both speakers had sustained damage (Both Speakers are Blown). The total cost for the diagnosis, repair parts, and labor amounted to $333.34. The original purchase price of the headphone was $349.79.
It is disheartening that the headphone failed and the speakers were damaged after only a year of use. This incident raises concerns about the product’s quality. I would rate the Sony WH-1000XM5 at one out of five stars and urge consumers to be aware of this experience.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, August 20, 2025
Hi Danbst,
We're sorry to hear about your experience. We understand that your WH-1000XM5 are having issues. 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:
One of our technical specialists will call you back within 2 business days.
Sincerely,
Eliab
Sony Social Support
We're sorry to hear about your experience. We understand that your WH-1000XM5 are having issues. 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:
One of our technical specialists will call you back within 2 business days.
Sincerely,
Eliab
Sony Social Support
Written by a customer while visiting sony.com
Posted by: Erik_Hotch
Gender:Male
Verified Purchase:Yes
I used to have the 4th version of this headphones and bought the WH-1000xm5, but almost immediately I noticed a few minor things I don’t like. First of all, great set for the headphones, other than what I’ll mention, these headphones get me through my day with great noise canceling and sound quality. The fit well and are more comfort than the last version (xm4). Now, with that said, there are 2 problems that affect my work and use of these headphones around other people. 1) When I’m in close proximity of others having a conversation, the noise canceling doesn’t work up to 100%. When there is speech around me, the quality of the noise canceling turns to maybe 50-60% effectiveness and doesn’t actually cancel noise around me. It think I’m trying to listen to them, but I’m just trying to listen to my podcasts. 2) My headphones randomly turn off. I’ll be wearing them for maybe an hour or two Andy headphone just shut down. Not seeing a reason as to why. Not the biggest issue because it has only happened twice (not replicable). Other than those two issues, really solid pair of headphones!
I would recommend this to a friend!
Response from sony.comBy Jay, Sony North America Customer Support, June 5, 2022
Hi Erik_Hotch,
We're sorry to hear about your issues with this new headphones. We apologize for inconvenience. The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices. The Noise Canceling effect may change depending on the conditions or how you are wearing the headphones. For example, the following may cause the Noise Canceling effect to change:
1. Going down the stairs, eating, drinking, or speaking loudly
2. Touching the headphones
3. The headphones move or slip slightly
Refer to this link for more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html
In the default setting, the headphones use built-in sensors to detect when you wear or remove them and automatically turn the headphones on or off as needed. If you have trouble with the headphones turning off unintentionally, check the following:
1. When you wear the headphones over a cap, a scarf, or hair, etc., the sensors may not be able to detect that you are wearing them and may turn them off. To avoid this, be sure to set the earpads directly over the ears.
2. If the wearing detection still bothers you, disable the Automatic Power Off setting. You can do this using the Sony | Headphones Connect app: System → Automatic Power Off, and select Do not turn off.
3. If the issue is not still resolved, reset the headphones. If the issue still persists, then initialize the headphones.
Note: Resetting the headphones will not delete the paring information, while initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.
Thank you for sharing your review!
We're sorry to hear about your issues with this new headphones. We apologize for inconvenience. The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices. The Noise Canceling effect may change depending on the conditions or how you are wearing the headphones. For example, the following may cause the Noise Canceling effect to change:
1. Going down the stairs, eating, drinking, or speaking loudly
2. Touching the headphones
3. The headphones move or slip slightly
Refer to this link for more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html
In the default setting, the headphones use built-in sensors to detect when you wear or remove them and automatically turn the headphones on or off as needed. If you have trouble with the headphones turning off unintentionally, check the following:
1. When you wear the headphones over a cap, a scarf, or hair, etc., the sensors may not be able to detect that you are wearing them and may turn them off. To avoid this, be sure to set the earpads directly over the ears.
2. If the wearing detection still bothers you, disable the Automatic Power Off setting. You can do this using the Sony | Headphones Connect app: System → Automatic Power Off, and select Do not turn off.
3. If the issue is not still resolved, reset the headphones. If the issue still persists, then initialize the headphones.
Note: Resetting the headphones will not delete the paring information, while initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.
Thank you for sharing your review!
Written by a customer while visiting sony.com
Customer Rating
4
The new standard for best ANC
on October 6, 2022
Posted by: Trevor
Gender:Male
[This review was collected as part of a promotion.] Look no further for your new headphones, these are it. Unboxing alone is a treat with these headphones. Throw the box in the recycle bin and you're good to go. It is a little sad to see no quick start guide with the included paperwork however. The quick start guide is now a QR code on the box containing the legal paperwork (which is only two sheets, so it's not that much). The headphone case has a nice feel to it and has a nice magnetized compartment for holding the USB-C cable as well as an aux. cable. The USB-C cable is actually rather sad because it is only a 6" long cable that will really only get you by in a pinch. The compartment in the case is rather small, so I assume 6" is the best fit, and you most likely already have a good USB-C charger, so having this stowed away for emergency use is probably the best idea. Aside from that, you are treated to the main course - the head phones themselves.
I work in an office environment and tend to wear my headphones for ~6-8 hours a day while at my desk. These things are a dream. They are super lightweight and, while noticeable, certainly aren't a burden on my head. The cushioning is super soft and very pleasant on the head and ears. The finish on these headphones is a nice matte black - however, it is very prone to smudges and markings especially with any amount of grease or any residue on your hands/fingers (so make sure you wash your hands!). Turning on the headphones brings me into a completely new environment. I have a constant ~50 dB fan blowing behind me in my office and while I can still head it through the ANC it's only barely there - and that's with no audio playing in the headphones. Gone are the sounds of the AC/Heater and any footsteps or quiet talking in the halls. And then you get audio playing and everything in your room completely disappears to the sounds coming from your headphones. The ANC on these is amazing. There is no white noise that the headphones create when cancelling the sound like other ANC headphones. They really are next level. And the audio is really good with the headphones. I am no audiophile, but I feel like the sound is a little closed, otherwise, everything sounds great.
On the other end of the spectrum is the ambient mode. It's not as good, unfortunately. When using strictly the ambient mode loud clicks in the environment will make an ugly popping sound in the headphones - I don't think this is intentional, but it seems like this only happens with high frequency sounds (mine came from a multi-tool deploying and locking a tool). The ambient quality is also a bit grainy. With this is the speak-to-chat feature (deployable through the app). This works as intended and is a nice to have feature. It completely pauses the music and switches to ambient mode when it detects your voice. It might be best to have the option to quiet the music instead of completely pausing it which comes to the next point. Covering the right ear quiets the music and temporarily switches to ambient mode - this is perfection. It allows you to hold a conversation while keeping your music playing in the background. Awesome feature.
The touch controls on this are finally a set of touch controls that I like. Double-tap to play/pause, swipe up/down for volume up/down, forward and back for next/previous song. Simple, easy, and intentional. The double-tap for play/pause is especially a nice touch as it negates an accidental touch as an input or adjusting your headphones as an input.
Overall, these are fantastic headphones and definitely a pair that you should pick up. There is a reason for 4/5 starts, though - they can be better. While ANC is amazing, ambient isn't as good. The app has potential to make a lot of different customizations available as well. There are things to improve, but overall, a great set that is worth being on your head.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 6, 2022
Hi Trevor, Thank you for the detailed and amazing review of your Sony WH1000XM5! We appreciate your feedback about the packaging, carrying case, and the supplied charging cable. And we're very happy to hear you like the lightweight and comfortable fit, nice matte black finish, industry-leading noise cancellation, great sound quality, speak-to-chat feature, easy-to-use touch control sensor, plenty of customization using the app, and overall performance of your new Sony XM5 headphones. With regards to the ambient mode grainy sound, please make sure that the firmware is up to date and then initialize the headset. You may also refer to the link below to troubleshoot the issue,
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html
If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
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/TP1000534519.html
If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
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
Sony - WH-1000XM5 Wireless Noise Canceling Headpho
on October 6, 2022
Posted by: Sweetp601
Gender:Female
[This review was collected as part of a promotion.] Sony - WH-1000XM5 Wireless Noise Canceling Headphones great head set. I live listening to music and they last long.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 6, 2022
Hi Sweetp601,
Awesome! We're glad to hear your enjoyable experience with 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. Thank you for choosing Sony! - Kris
Awesome! We're glad to hear your enjoyable experience with 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. Thank you for choosing Sony! - Kris
Written by a customer while visiting sony.com
Customer Rating
3
Great sound quality, painful for head
on June 9, 2023
Posted by: sammyfly
Gender:Female
I really appreciate the sound quality on these! Unfortunately, the headband starts hurting the top of my head after just one 30-minute meeting. I'm hoping the wider band on the XM4s will be less painful. Also, the ear covers hang too low on my head so they're more on my jaw and neck than my ears.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, June 12, 2023
Hi Sammyfly, Thank you for your honest review. While we are glad to hear that you are happy with the sound quality of the WH-1000XM5, we are sorry to hear that you are experiencing discomfort on extended usage of the headphones.
If the headset is worn without adjusting the slider, the headset may not be positioned properly on your head, resulting in discomfort or a weak noise canceling effect. The wearing detection function of the headset may also not work properly and cause music playback to stop automatically or activate the automatic power off function (the battery saving function) to automatically turn off the headset. For a more comfort fit, please check our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html
May we contact you to help? 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:
Model Number:
Issue:
Regards,
Carl
If the headset is worn without adjusting the slider, the headset may not be positioned properly on your head, resulting in discomfort or a weak noise canceling effect. The wearing detection function of the headset may also not work properly and cause music playback to stop automatically or activate the automatic power off function (the battery saving function) to automatically turn off the headset. For a more comfort fit, please check our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html
May we contact you to help? 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:
Model Number:
Issue:
Regards,
Carl
Written by a customer while visiting sony.com
Customer Rating
1
Headphone broke within a year, no product support
on November 26, 2024
Posted by: smoon
Verified Purchase:Yes
Product broke within one year. Despite apparent 1 year warranty, there doesn't seem to be a way to reach anyone by phone or online.
Response from sony.comBy Sony North America Customer Support, December 2, 2024
Hi Smoon,
Thank you for reaching out to us with your concern. We're sorry to hear about what happened with your headphones. This is definitely not the quality or durability we aim to deliver to our customers. Sony commitment to customer satisfaction is our top priority and the WH-1000XM5 were tested and build to last.
Please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.
For us to better assist you, please contact our Product Support team via phone or chat through this link so we can better assist you: https://us.esupport.sony.com/support/s/support-contact?language=en_US
May we also 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 reaching out to us with your concern. We're sorry to hear about what happened with your headphones. This is definitely not the quality or durability we aim to deliver to our customers. Sony commitment to customer satisfaction is our top priority and the WH-1000XM5 were tested and build to last.
Please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.
For us to better assist you, please contact our Product Support team via phone or chat through this link so we can better assist you: https://us.esupport.sony.com/support/s/support-contact?language=en_US
May we also 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
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