Customer reviews from sony.com
Sony - Refurbished Excellent - WF-1000XM5 True Wireless Noise Cancelling Earbuds - Black
Average customer rating
3.5
(93 Reviews)
Rating breakdown 93 reviews
5 Stars
42
4 Stars
10
3 Stars
11
2 Stars
12
1 Star
18
50%of customers recommend this product.
(
34 out of
68)
Customer Reviews for Sony - Refurbished Excellent - WF-1000XM5 True Wireless Noise Cancelling Earbuds - Black
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
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
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
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
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: 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
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
Customer Rating
4
Truely enjoying the quailty sound and build
on September 18, 2025
Posted by: Niccodemure
Gender:Male
Verified Purchase:Yes
May be easiest to say everything is great with one minor issue (so far)
Right ear bud does not always connect. This requires it to be placed back in the case and removed to connect.
A bit of a nit pick as the sound, build & comfort are top notch.
Right ear bud does not always connect. This requires it to be placed back in the case and removed to connect.
A bit of a nit pick as the sound, build & comfort are top notch.
Response from sony.comBy Fred, Sony North America Customer Support, September 18, 2025
Hello Niccodemure, Thank you for choosing Sony. We're sorry to hear you're experiencing a connectivity issue with the right earbud of your WF-1000XM5. We know this can be frustrating, especially when you're enjoying the sound quality and comfort. To help you resolve this, please follow these steps: 1. Update the firmware: The latest version is 5.0.2, which often fixes connectivity problems. You can find the instructions here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
2. Reset the headset: If the update doesn't work, a simple reset may do the trick. Follow these instructions: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
3. Initialize the headset: This will restore the factory settings. You can find the steps here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If the issue continues after trying these steps, please contact our support team directly for more specialized assistance: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Best regards, -Fred
2. Reset the headset: If the update doesn't work, a simple reset may do the trick. Follow these instructions: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
3. Initialize the headset: This will restore the factory settings. You can find the steps here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If the issue continues after trying these steps, please contact our support team directly for more specialized assistance: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Best regards, -Fred
Written by a customer while visiting sony.com