Customer reviews from sony.com
Sony - Refurbished Excellent - WF-1000XM5 True Wireless Noise Cancelling Earbuds - Black
Average customer rating
3.6
(88 Reviews)
Rating breakdown 88 reviews
5 Stars
42
4 Stars
10
3 Stars
10
2 Stars
10
1 Star
16
54%of customers recommend this product.
(
34 out of
63)
Customer Reviews for Sony - Refurbished Excellent - WF-1000XM5 True Wireless Noise Cancelling Earbuds - Black
Customer Rating
3
Improvements needed.
on February 4, 2025
Posted by: loonthelow
Gender:Female
Note, Ive had WF4 snd 5 for a couple years now.
For pros: the sound quality is nice and the general feel of the earbuds are comfy.
Cons: theres a big issue with the typical usage of the buds. More often than not, one of the buds goes “offline” where itll play music but the touch functions stop working as it doesnt register them. Then after a while the bud will go dark and not play music at all. I constantly have to put them back into the case to “resync” them. It’s extremely annoying. Id say the noise cancelling could also be a bit better.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, February 5, 2025
Hi loonthelow,
Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality and comfort of the headphones. It's unfortunate that one earbud is not working properly. Sony's commitment to customer satisfaction is our top priority.
For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
Resetting and initializing the headset may also help resolve the issue. Please refer to the steps on these links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
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. When the Adaptive Sound Control on the Sony Sound Connect app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions. To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
You may also find this link helpful:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html
Hope this helps. In case 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
Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality and comfort of the headphones. It's unfortunate that one earbud is not working properly. Sony's commitment to customer satisfaction is our top priority.
For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
Resetting and initializing the headset may also help resolve the issue. Please refer to the steps on these links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
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. When the Adaptive Sound Control on the Sony Sound Connect app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions. To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
You may also find this link helpful:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html
Hope this helps. In case 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
Customer Rating
4
Only one issue, replacement tips.
on February 9, 2025
Posted by: Dmannel
Gender:Male
I love these headphones but I'm having trouble finding replacement tips that are the original foam ones, if anyone can help with finding them that would be great?
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, February 10, 2025
Hi Dmannel, Thank you for sharing your positive experience with your Sony WF1000XM5. And we're sorry to hear that the supplied ear bud tips may not be a good fit. For further assistance regarding the replacement ear bud tips, we recommend contacting our product support team via phone call at 855-806-8464 or chat through this link: https://us.esupport.sony.com/support/s/service?language=en_US.
Hope this helps and thank you for choosing Sony! -Sam
Hope this helps and thank you for choosing Sony! -Sam
Written by a customer while visiting sony.com
Customer Rating
1
HORRIBLE EAR BUDS
on February 13, 2025
Posted by: Matt Va
Gender:Male
Absolutely the worst ear buds I've ever owned. The fact that I have to stop my work out 5x in a hour to reconnect them to my phone is absurd. Freaking hate these so much. Never again
No, I would not recommend this to a friend.
Response from sony.comBy David, Sony North America Customer Support, February 17, 2025
Hi Matt Va,
Thank you for the review and we do apologize for the inconvenience. To isolate the issue, please try to factory reset the headphones. Here's the link on how to.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If the situation does not improve, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
-David
Thank you for the review and we do apologize for the inconvenience. To isolate the issue, please try to factory reset the headphones. Here's the link on how to.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If the situation does not improve, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
-David
Written by a customer while visiting sony.com
Customer Rating
3
Some good some bad
on June 13, 2025
Posted by: Am sum dude
Gender:Male
I´ve been using my WF-1000XM5 earbuds for 1 year+ and they have very good sound quality, I´ll say some pros and cons.
Con 1: They only come with foam tips, these tips irretate my ears skin, Had to switch, so I use the silicone tips from the XM3 earbuds, cause they don´t irritate my skin so sadly I have less noice canceling.
Con 2: When i put them in the case there is no indicator for each earbud, so sometimes one charges while the other does not.
Con 3: Compared to some other earbuds the 8 hour playtime is not the longest. while others can last up to and beyond 18 hours.
Pro 1: They have ambient sound, And the noice canceling is good. (Altough I don´t get the best noice canceling cause of the foam.)
Pro 2: Comfortable in the ears and don´t stick out too much, so they stay inn without falling out while running.
Pro 3: They have very good sound quality, when listening to music and phonecalls.
Pro 4: Fast charging times when the earbuds are inn the case.
Con 1: They only come with foam tips, these tips irretate my ears skin, Had to switch, so I use the silicone tips from the XM3 earbuds, cause they don´t irritate my skin so sadly I have less noice canceling.
Con 2: When i put them in the case there is no indicator for each earbud, so sometimes one charges while the other does not.
Con 3: Compared to some other earbuds the 8 hour playtime is not the longest. while others can last up to and beyond 18 hours.
Pro 1: They have ambient sound, And the noice canceling is good. (Altough I don´t get the best noice canceling cause of the foam.)
Pro 2: Comfortable in the ears and don´t stick out too much, so they stay inn without falling out while running.
Pro 3: They have very good sound quality, when listening to music and phonecalls.
Pro 4: Fast charging times when the earbuds are inn the case.
No, I would not recommend this to a friend.
Response from sony.comBy Estefany, Sony North America Customer Support, June 15, 2025
Hi Am sum dude, thank you for taking the time to share your feedback regarding your experience with the WF-1000XM5 earbuds. We are pleased to hear that you enjoy the sound quality and the ambient sound features of the earbuds, as well as their comfort during use.
However, we sincerely apologize for any discomfort you have encountered with the foam tips and understand how important it is to have a comfortable fit. Your suggestion regarding the silicone tips is appreciated and we are continually looking for ways to improve our products based on customer feedback.
We also acknowledge your concerns about the charging indicators and the playtime compared to other models.
If you require any assistance or have further questions, we strongly encourage you to reach out to our technical support team. They are always ready to help and ensure your experience with our products is a positive one. https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for considering Sony products and sharing your feedback.
Best regards,
Estefany
However, we sincerely apologize for any discomfort you have encountered with the foam tips and understand how important it is to have a comfortable fit. Your suggestion regarding the silicone tips is appreciated and we are continually looking for ways to improve our products based on customer feedback.
We also acknowledge your concerns about the charging indicators and the playtime compared to other models.
If you require any assistance or have further questions, we strongly encourage you to reach out to our technical support team. They are always ready to help and ensure your experience with our products is a positive one. https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for considering Sony products and sharing your feedback.
Best regards,
Estefany
Written by a customer while visiting sony.com
Posted by: peanutbrittle
Gender:Male
Verified Purchase:Yes
Aesthetically 5 stars. Overall the experience has been horrible; overall sound quality isn't there, iphone app isnt helpful, and constantly replacing tips --- which aren't made from a quality material and aren't easy to clean. I found that previous in ear expericnes (JBL, Beats, and others) all had quality tips and were cleanable.
Once I found tips to replace, different manafacturer, I enjoyed the snug fit of ear piece. I enjoy the shape and design of the headphone in my ear.
No, I would not recommend this to a friend.
Response from sony.comBy Estefany, Sony North America Customer Support, June 22, 2025
Hi peanutbrittle, thank you for taking the time to share your feedback regarding your experience with the WF-1000XM5. We sincerely apologize for any inconvenience you have encountered with the sound quality, the app and the ear tips. Your comments about the ear tips and their material quality have been noted.
We recommend trying the following steps to enhance your experience:
1. Ensure that your earbuds are updated to the latest firmware through the app, as updates can improve performance and sound quality. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
2. For cleaning, we suggest using a soft, damp cloth to gently clean the ear tips, as maintaining them can improve hygiene and overall comfort.
If you require any assistance or have further questions, please don't hesitate to reach out to our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for being a valued Sony customer and for letting us know about these issues.
Best regards,
Estefany
We recommend trying the following steps to enhance your experience:
1. Ensure that your earbuds are updated to the latest firmware through the app, as updates can improve performance and sound quality. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
2. For cleaning, we suggest using a soft, damp cloth to gently clean the ear tips, as maintaining them can improve hygiene and overall comfort.
If you require any assistance or have further questions, please don't hesitate to reach out to our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for being a valued Sony customer and for letting us know about these issues.
Best regards,
Estefany
Written by a customer while visiting sony.com
Customer Rating
1
Short Product Lifetime with 1 Year Warranty
on August 26, 2025
Posted by: bright3413
Gender:Male
I loved the headphones while I was able to use them, however after one and a half years the right earbud entirely stopped working with no notable issues beforehand (no drops, water, anything, just stopped working randomly).
Since they have a very short warranty of 1 year, be prepared to pay out of pocket for repairs.
No, I would not recommend this to a friend.
Response from sony.comBy Gus, Sony North America Customer Support, August 27, 2025
Hi, thank you so much for your review.
We apologize for the inconveniences with the right earbud that stopped working after one and a half year. This is not the experience we want you to have.
For this issue with your headphones, you can try to:
— Ensure both earbuds are properly seated in the charging case. Sometimes, poor placement or dirt can prevent one earbud from charging. Try cleaning the charging contacts on both the earbud and the case gently.
— Reset the Earbuds
Perform a factory reset using the Sony Headphones Connect app or using the physical buttons:
Place both earbuds in the case.
Press and hold the touch sensors on both earbuds simultaneously for about 10 seconds, or as instructed in the manual, until the indicator starts flashing.
Re-pair the earbuds with your device after resetting.
— Reconnect/Re-pair the Earbuds
Forget (remove) the headphones from your device's Bluetooth settings.
Put the earbuds in pairing mode and reconnect via the Sony Headphones Connect app.
Ensure that both earbuds are paired properly; sometimes one fails to pair due to Bluetooth glitches.
If none of the above steps resolve the problem, it would be a good idea to reach out to customer service for additional diagnostics or repair suggestions. You can find contact options here:
https://us.esupport.sony.com/support/s/support-contact?category=headphones
Thank you for considering Sony, we hope these steps may work.
If you need further assistance, our support team will be more than happy to help.
Best regards,
Gus, Sony North America Customer Support
We apologize for the inconveniences with the right earbud that stopped working after one and a half year. This is not the experience we want you to have.
For this issue with your headphones, you can try to:
— Ensure both earbuds are properly seated in the charging case. Sometimes, poor placement or dirt can prevent one earbud from charging. Try cleaning the charging contacts on both the earbud and the case gently.
— Reset the Earbuds
Perform a factory reset using the Sony Headphones Connect app or using the physical buttons:
Place both earbuds in the case.
Press and hold the touch sensors on both earbuds simultaneously for about 10 seconds, or as instructed in the manual, until the indicator starts flashing.
Re-pair the earbuds with your device after resetting.
— Reconnect/Re-pair the Earbuds
Forget (remove) the headphones from your device's Bluetooth settings.
Put the earbuds in pairing mode and reconnect via the Sony Headphones Connect app.
Ensure that both earbuds are paired properly; sometimes one fails to pair due to Bluetooth glitches.
If none of the above steps resolve the problem, it would be a good idea to reach out to customer service for additional diagnostics or repair suggestions. You can find contact options here:
https://us.esupport.sony.com/support/s/support-contact?category=headphones
Thank you for considering Sony, we hope these steps may work.
If you need further assistance, our support team will be more than happy to help.
Best regards,
Gus, Sony North America Customer Support
Written by a customer while visiting sony.com
Posted by: RIppolito
Gender:Male
Verified Purchase:Yes
I previously owned the WF-1000XM3 earbuds, and was very satisfied with the fit, sound quality, and features offered via the Sound Connect app. Since they were about four years old, I decided to upgrade to the WF-1000XM5 model. The fit is better, the sound quality is better, and the ambient noise cancelling is better. In addition, the case and earbuds are significantly smaller.
Overall, an excellent purchase.
I would recommend this to a friend!
Response from sony.comBy Fred, Sony North America Customer Support, October 14, 2025
Hello RIppolito,
Thank you for choosing Sony!
We're elated to hear that you’re enjoying the enhanced fit, sound quality, and ambient noise cancelling of the WF-1000XM5 earbuds. It’s wonderful to know that the smaller design of both the case and earbuds adds to your enjoyment. Your positive experience with the upgrade truly reflects the care put into improving every aspect of the product. Thank you for your loyalty!
Best regards,
-Fred
Thank you for choosing Sony!
We're elated to hear that you’re enjoying the enhanced fit, sound quality, and ambient noise cancelling of the WF-1000XM5 earbuds. It’s wonderful to know that the smaller design of both the case and earbuds adds to your enjoyment. Your positive experience with the upgrade truly reflects the care put into improving every aspect of the product. Thank you for your loyalty!
Best regards,
-Fred
Response from sony.comBy Sony North America Support, October 14, 2025
Hi RIppolito,
That's fantastic! We are glad to hear that you are enjoying the improved fit, superior sound quality, and enhanced noise canceling of your new WF-1000XM5 earbuds, as well as the more compact design. Thanks for choosing Sony.
Best regards,
Eliab
That's fantastic! We are glad to hear that you are enjoying the improved fit, superior sound quality, and enhanced noise canceling of your new WF-1000XM5 earbuds, as well as the more compact design. Thanks for choosing Sony.
Best regards,
Eliab
Written by a customer while visiting sony.com
Posted by: sahar1234
Gender:Female
Verified Purchase:Yes
I bought it for a friend who works in a very noisy industrial invironment. when I called him during work hours, the noise cancelling feature did not work well. I had much better experience with new samsung ear buds.
Response from sony.comBy Sony North America Customer Support, October 18, 2025
Hi Sahar1234,
We are pleased to hear that you chose the WF-1000XM5 earbuds for your friend! We appreciate you sharing the feedback regarding the noise canceling performance in a very noisy industrial environment.
To help your friend maximize the noise canceling feature, we strongly recommend two steps:
1. Check for Software Updates: Please ensure the earbuds have the latest software installed by checking the Sony | Headphones Connect app. Updates often contain performance improvements, including those for Noise Canceling.
2. Optimize Noise Canceling: The fit and settings can significantly impact performance. We suggest your friend follow this complete guide on how to get the best noise canceling results:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20
We hope these steps help your friend achieve the quiet experience they need in their demanding workplace. Thank you for your review and for choosing Sony!
Best regards,
Dominick
We are pleased to hear that you chose the WF-1000XM5 earbuds for your friend! We appreciate you sharing the feedback regarding the noise canceling performance in a very noisy industrial environment.
To help your friend maximize the noise canceling feature, we strongly recommend two steps:
1. Check for Software Updates: Please ensure the earbuds have the latest software installed by checking the Sony | Headphones Connect app. Updates often contain performance improvements, including those for Noise Canceling.
2. Optimize Noise Canceling: The fit and settings can significantly impact performance. We suggest your friend follow this complete guide on how to get the best noise canceling results:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20
We hope these steps help your friend achieve the quiet experience they need in their demanding workplace. Thank you for your review and for choosing Sony!
Best regards,
Dominick
Written by a customer while visiting sony.com