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
Posted by: Ripoff
Verified Purchase:Yes
Don't by this. These things have no bass. I have much cheaper ear buds that work much better.
No, I would not recommend this to a friend.
Response from sony.comBy Estefany, Sony North America Customer Support, November 29, 2025
Hi there,
We're truly sorry to hear you're not getting the bass response you expected from your new WF-1000XM5 earbuds. We absolutely appreciate you sharing your honest feedback.
We'd strongly recommend checking a couple of things in the Sony | Sound Connect app:
1) The XM5s come with multiple sizes of isolation noise-canceling eartips.
If the seal isn't perfect, the bass completely leaks out. Please try experimenting with the different sizes (S, M, L) to ensure you have a snug fit that feels like it's creating a good seal in your ear canal.
Once you find the best fitting tip, open the app. There's a feature called "Optimal Eartip Selection" that runs a quick test to confirm your tips are creating the best acoustic seal.
2) Try the Equalizer (EQ) settings. We have a preset called "Bass Boost" that should instantly give you that deeper, punchier low end.
If that's too much, you can also use the "Custom" option to manually slide up the lower frequency bands until the bass feels just right for you.
Give those app settings a try!
Thanks for considering Sony products. We appreciate your feedback.
Sincerely,
Estefany
We're truly sorry to hear you're not getting the bass response you expected from your new WF-1000XM5 earbuds. We absolutely appreciate you sharing your honest feedback.
We'd strongly recommend checking a couple of things in the Sony | Sound Connect app:
1) The XM5s come with multiple sizes of isolation noise-canceling eartips.
If the seal isn't perfect, the bass completely leaks out. Please try experimenting with the different sizes (S, M, L) to ensure you have a snug fit that feels like it's creating a good seal in your ear canal.
Once you find the best fitting tip, open the app. There's a feature called "Optimal Eartip Selection" that runs a quick test to confirm your tips are creating the best acoustic seal.
2) Try the Equalizer (EQ) settings. We have a preset called "Bass Boost" that should instantly give you that deeper, punchier low end.
If that's too much, you can also use the "Custom" option to manually slide up the lower frequency bands until the bass feels just right for you.
Give those app settings a try!
Thanks for considering Sony products. We appreciate your feedback.
Sincerely,
Estefany
Written by a customer while visiting sony.com
Posted by: Danielgo
Gender:Male
Verified Purchase:Yes
I thought this would be a good product from a rebuttable company. But the speaker went out in just over a year. Expensive and did not last long, do not buy
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, December 13, 2025
Hi Danielgo,
We are sorry to hear about the issue with your WF-1000XM5 earbuds. Losing audio quality or having a speaker stop working is frustrating, especially on a premium product.
We recommend following these simple troubleshooting steps:
1. Reset the Headphones: A simple reset can correct temporary system errors that may be affecting audio output.
Please follow the instructions for resetting the headset here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
2. Initialize the Headphones: If the reset does not fix the sound, initializing the headset will restore all settings to factory defaults and clear any persistent software conflicts.
Please proceed with the factory restore steps here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
3. Contact Technical Support If the issue persists after both troubleshooting steps, the problem may be hardware-related.
We highly encourage you to contact our dedicated support team to explore other solutions: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
We hope one of these solutions quickly resolves the audio issue, and thanks for considering Sony!
Regards,
Dominick
We are sorry to hear about the issue with your WF-1000XM5 earbuds. Losing audio quality or having a speaker stop working is frustrating, especially on a premium product.
We recommend following these simple troubleshooting steps:
1. Reset the Headphones: A simple reset can correct temporary system errors that may be affecting audio output.
Please follow the instructions for resetting the headset here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
2. Initialize the Headphones: If the reset does not fix the sound, initializing the headset will restore all settings to factory defaults and clear any persistent software conflicts.
Please proceed with the factory restore steps here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
3. Contact Technical Support If the issue persists after both troubleshooting steps, the problem may be hardware-related.
We highly encourage you to contact our dedicated support team to explore other solutions: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
We hope one of these solutions quickly resolves the audio issue, and thanks for considering Sony!
Regards,
Dominick
Written by a customer while visiting sony.com
Customer Rating
2
Avoid
on December 31, 2025
Posted by: Earbudude
The worst high-end earbuds in all categories. Randomly disconnects, ambient audio is poor, comfort is lacking, and controls are hit or miss.
Response from sony.comBy Sony North America Support, January 2, 2026
Hi Earbudude,
We are very sorry to hear that your WF-1000XM5 earbuds are not meeting our high standards for performance and comfort. To resolve the connection and control issues, we recommend ensuring your firmware is updated via the Sony Headphones Connect app and attempting a factory reset to re-stabilize the Bluetooth pairing. For the best ambient audio and comfort, please try the different sizes of included noise isolation earbud tips to ensure a proper airtight seal, which is critical for both sound quality and fit.
Thanks for choosing Sony.
Best regards,
Eliab
We are very sorry to hear that your WF-1000XM5 earbuds are not meeting our high standards for performance and comfort. To resolve the connection and control issues, we recommend ensuring your firmware is updated via the Sony Headphones Connect app and attempting a factory reset to re-stabilize the Bluetooth pairing. For the best ambient audio and comfort, please try the different sizes of included noise isolation earbud tips to ensure a proper airtight seal, which is critical for both sound quality and fit.
Thanks for choosing Sony.
Best regards,
Eliab
Written by a customer while visiting sony.com
Customer Rating
5
Great Features -Multi-point conn. Audio quality
on December 31, 2025
Posted by: kanagavel
Gender:Male
Verified Purchase:Yes
I boought this last month from Macy's. I am a music lover and have a good experience of audio quality and spectrus distriution by listening a same song in multiple devices. This device is delivering quality output without noise and clipping even in high volume. also the low frequency signals are not getting attenuated at any level of volume. Another feature is I am using more than 3 device in my daily life. And able to switch the connection without any struggle. Sleek design also
I would recommend this to a friend!
Response from sony.comBy Gus, Sony North America Customer Support, January 2, 2026
Thank you for the detailed review, kanagavel!
It is fantastic to hear from a fellow music lover who appreciates the technical nuances of the WF-1000XM5. We are thrilled that you’re noticing the impact of our Dynamic Driver X, which is specifically designed to handle a wide frequency spectrum without the clipping or low-end attenuation you mentioned—even at high volumes.
It’s also great to hear that the Multipoint Connection is making your daily life easier. Being able to jump between your phone, laptop, and other devices without a struggle is exactly the seamless experience we aim for with our Bluetooth 5.3 technology.
Thank you for choosing Sony and for sharing your expertise!
Best regards,
Gus, Sony North America Customer Support
It is fantastic to hear from a fellow music lover who appreciates the technical nuances of the WF-1000XM5. We are thrilled that you’re noticing the impact of our Dynamic Driver X, which is specifically designed to handle a wide frequency spectrum without the clipping or low-end attenuation you mentioned—even at high volumes.
It’s also great to hear that the Multipoint Connection is making your daily life easier. Being able to jump between your phone, laptop, and other devices without a struggle is exactly the seamless experience we aim for with our Bluetooth 5.3 technology.
Thank you for choosing Sony and for sharing your expertise!
Best regards,
Gus, Sony North America Customer Support
Written by a customer while visiting sony.com
Customer Rating
5
WF‑1000XM5 is the best noise cancelation earbuds
on January 2, 2026
Posted by: Frish
Gender:Male
Verified Purchase:Yes
The Sony WF‑1000XM5 deliver a level of noise cancellation that genuinely feels a step ahead of everything else on the market. Sony has managed to shrink the size, improve the comfort, and still push the performance even further a combination that makes these earbuds stand out in a crowded field. If you want the best noise‑canceling earbuds available today, with premium sound and comfort to match, these are the ones to get.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 3, 2026
Hi there!
We are delighted to hear that you consider the WF1000XM5 to be a step ahead of the market! It is wonderful to know that you are enjoying the combination of improved comfort, compact design, and top-tier noise cancellation that we worked so hard to achieve.
Thank you for trusting Sony.
Regards,
Dominick
We are delighted to hear that you consider the WF1000XM5 to be a step ahead of the market! It is wonderful to know that you are enjoying the combination of improved comfort, compact design, and top-tier noise cancellation that we worked so hard to achieve.
Thank you for trusting Sony.
Regards,
Dominick
Written by a customer while visiting sony.com
Posted by: Amilin
Gender:Male
Verified Purchase:Yes
I liked it so much ..wow super..supreme built quality ...
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 9, 2026
Hi Amilin,
Thank you so much for the glowing review! We are thrilled to hear that the WF-1000XM5 exceeded your expectations. We put a lot of work into ensuring the build quality feels as premium as the sound, so it’s wonderful to know that stood out to you.
Thank you for choosing Sony and happy listening!
Regards,
Dominick
Thank you so much for the glowing review! We are thrilled to hear that the WF-1000XM5 exceeded your expectations. We put a lot of work into ensuring the build quality feels as premium as the sound, so it’s wonderful to know that stood out to you.
Thank you for choosing Sony and happy listening!
Regards,
Dominick
Written by a customer while visiting sony.com
Posted by: Swaglord4000
Gender:Male
Verified Purchase:Yes
I bought my wf-1000xm5's almost 3 years and I have yet to be disappointed by them. The sound connect app is seamless and very well made with so many useful settings and features. The earbuds themselves have very good build quality, amazing sound quality, a great fit/feel, and amazing features. I have recommended them to multiple people!
I would recommend this to a friend!
Response from sony.comBy Sony North America Support, January 23, 2026
Hi Swaglord4000,
We’re thrilled to hear you’re enjoying your WF-1000XM5s! We appreciate the support and are glad we could meet your expectations. Thanks for choosing Sony.
Best regards,
Eliab
We’re thrilled to hear you’re enjoying your WF-1000XM5s! We appreciate the support and are glad we could meet your expectations. Thanks for choosing Sony.
Best regards,
Eliab
Written by a customer while visiting sony.com
Customer Rating
1
Very disappointed!
on February 23, 2026
Posted by: Tree45
Gender:Male
My experience with the headphones was bad. It was the opposite of what I saw in that videos. I had high expectations but it didn't work how it was supposed. It does have goos noise cancelation but when I talk the people on the other line couldn't hear a word I would say. It all came out muffled. It isn't practical to raise and lower volume, and what makes irritated is that I cant track them if they were to get lost which happened already once. I downloaded three different apps just to see which one was compatible with it and a way to track it but nothing worked. Overall, since they were sony i thought they'd be good but it looks like apple and Samsung are way better then the Sony wf-1000xm5
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Support, February 24, 2026
Hi Tree45,
We are sorry to hear that the WF-1000XM5 did not meet your expectations, especially regarding call quality and tracking. To ensure the best microphone performance, we recommend checking that the earbud tips provide a secure, airtight seal using the "Determining the Optimal Earbud Tips" test in the Sony | Sound Connect app. Additionally, please ensure your firmware is updated to the latest version, as we frequently release improvements for voice clarity.
For volume control, the WF-1000XM5 uses a "continuous tap" system: quickly tap the right earbud four or more times to increase volume, or the left earbud to decrease it. Regarding tracking, these earbuds support Google's Find My Device on Android; once paired via Google Fast Pair, they should automatically appear in that app for location tracking. We would like to help you resolve these issues—please reach out to our support team so we can assist you further.
Thanks for choosing Sony.
Best regards,
Eliab
We are sorry to hear that the WF-1000XM5 did not meet your expectations, especially regarding call quality and tracking. To ensure the best microphone performance, we recommend checking that the earbud tips provide a secure, airtight seal using the "Determining the Optimal Earbud Tips" test in the Sony | Sound Connect app. Additionally, please ensure your firmware is updated to the latest version, as we frequently release improvements for voice clarity.
For volume control, the WF-1000XM5 uses a "continuous tap" system: quickly tap the right earbud four or more times to increase volume, or the left earbud to decrease it. Regarding tracking, these earbuds support Google's Find My Device on Android; once paired via Google Fast Pair, they should automatically appear in that app for location tracking. We would like to help you resolve these issues—please reach out to our support team so we can assist you further.
Thanks for choosing Sony.
Best regards,
Eliab
Written by a customer while visiting sony.com