Customer reviews from sony.com
Sony - Refurbished Excellent - WF-1000XM5 True Wireless Noise Cancelling Earbuds - Black
Average customer rating
3.6
(89 Reviews)
Rating breakdown 89 reviews
5 Stars
42
4 Stars
10
3 Stars
10
2 Stars
10
1 Star
17
53%of customers recommend this product.
(
34 out of
64)
Customer Reviews for Sony - Refurbished Excellent - WF-1000XM5 True Wireless Noise Cancelling Earbuds - Black
Posted by: Rusty r
Gender:Male
Verified Purchase:Yes
Had these about 2 weeks and I'm very impressed. Noticeable improvement over the XM4's, which I still love.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, December 8, 2024
Hello Russ Rags,
That's fantastic! We're thrilled to know that you're so impressed with the outstanding performance of your WF-1000XM5. Thank you for the love and for choosing the best brand—Sony!
Best regards,
Romeo
That's fantastic! We're thrilled to know that you're so impressed with the outstanding performance of your WF-1000XM5. Thank you for the love and for choosing the best brand—Sony!
Best regards,
Romeo
Written by a customer while visiting sony.com
Posted by: Marie72
Gender:Female
Verified Purchase:Yes
I wanted to get the best earbuds I could afford for use at the office. They worked for maybe a month or two, and then the left earbud just stopped connecting. I cleaned everything up, disconnected and re-paired them with my phone and still it doesn't work. Once in a while they will connect but I'm afraid to turn them off for fear of not being able to get the left earbud to work again. I wish I would have purchased protection for these, but since they were Sony, I assumed they would at least work for a year. Will not buy again.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, January 18, 2025
Hi Marie72, We're sorry to hear about your earbuds. This is definitely not the experience we wanted you to have.
Kindly reset and initialize your headphones and observe if the issue still exist.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :
Full Name:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Sincerely,
-Craig
Kindly reset and initialize your headphones and observe if the issue still exist.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :
Full Name:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Sincerely,
-Craig
Written by a customer while visiting sony.com
Customer Rating
4
Review Of 1 Year & Some Change
on January 21, 2025
Posted by: ThatGuyYiuKnow0111
Gender:Male
After upgrading from the WF-1000XM4 to the WF-1000XM5 in August 2023, my initial experience was disappointing due to grainy call quality and frequent audio dropouts. At first, I found myself missing my old buds. However, the next year Sony released updates that fixed these issues, and the audio quality became significantly better, improving both sound quality, music and calls.
While the design is sleek and comfortable for daily use, the buds occasionally slip out during intense workouts due to their smooth material. If you plan to use them for the gym, consider adjusting the fit or trying different ear tips.
Overall, the WF-1000XM5 is now my favorite pair for daily use, with excellent audio, though the fit for physical activities could be improved.
Hope this helps, I always try to put as much detail as I can in my reviews without having it drag on.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 24, 2025
Hi ThatGuyYiuKnow0111, Thank you for your honest review! We are so glad to hear that you are now enjoying your new WF-1000XM5! Thank you so much for choosing Sony! -Carl
Written by a customer while visiting sony.com
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