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: NucEm
Gender:Male
Verified Purchase:Yes
I have managed to own the last three generations of the WF1000XM family and with each generation noticeable improvements have been realized. The two things that I've found could be improved still are the reduction in initial cost and the longevity of the internal battery. I have too little experience with the WF1000XM5 toaddress the long term life of the internal battery.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, June 13, 2024
Hi NucEm, Awesome! We're glad that you're enjoying your wf-1000xm5. Thank you so much for choosing Sony. Erin
Written by a customer while visiting sony.com
Customer Rating
5
They get all the stars because they are the best.
on July 28, 2024
Posted by: R33SE
Gender:Male
Verified Purchase:Yes
I can feel the quality and pride the Team took in creating something that can have the ability to connect a Person in what it feels like to be human. These are a work of art delivering humanity in the most comfortable, discreet, personal manner. The sound is unbeatable.
The ability to shut it all out or you can give it a tap and listen to both the world and your music, book, movie at the same time. They are the best. And you feel it as soon as you take one in your hand.
The ability to shut it all out or you can give it a tap and listen to both the world and your music, book, movie at the same time. They are the best. And you feel it as soon as you take one in your hand.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, July 28, 2024
Hi R33SE,
It's lovely to hear your positive feedback! We rely on customers like you to let us know what we're doing right to continue to provide high quality products and best experience possible. Glad to know you like everything about your WF1000XM5. Thanks for choosing Sony! - Kris
It's lovely to hear your positive feedback! We rely on customers like you to let us know what we're doing right to continue to provide high quality products and best experience possible. Glad to know you like everything about your WF1000XM5. Thanks for choosing Sony! - Kris
Written by a customer while visiting sony.com
Posted by: CreekJesus
Gender:Male
Verified Purchase:Yes
Bought these on christmas and love them 10/10 amazing i use them in the gym and the bass and crisp sound is perfect and they have the simplest and easiest touch controls ive ever seen and excellent battery life only got them down to 79% after 6 hours of use
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 11, 2025
Hi CreekJesus,
You made the right choice! We're glad that you are enjoying the sound quality, touch controls, and battery life of the headphones. Thank you for choosing Sony!
-Ralph
You made the right choice! We're glad that you are enjoying the sound quality, touch controls, and battery life of the headphones. Thank you for choosing Sony!
-Ralph
Written by a customer while visiting sony.com
Posted by: Kreddog69
Gender:Male
Verified Purchase:Yes
FIrst let's start with the sound quality its amazing the best up to this point Ive ever heard or found in a market flooded with high priced low quality products.
Second these ear buds are amazingly comfortable with usable a breeze and easy set. Third the Sony app is also very user friendly with great features for any lifestyle work or play. Well worth the price you pay
Second these ear buds are amazingly comfortable with usable a breeze and easy set. Third the Sony app is also very user friendly with great features for any lifestyle work or play. Well worth the price you pay
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, Fred, May 28, 2025
Hello Kreddog69,
Thank you so much for sharing your experience with the WF-1000XM5 earbuds! We're very glad to hear that you're enjoying the outstanding sound quality, comfort, and ease of use. It's wonderful to know that the Sony Sound Connect App is enhancing your daily routine, whether at work or play. We truly appreciate your positive feedback and are delighted our products and features have positively impacted your experience. Thank you for choosing Sony!
Best regards,
-Fred
Thank you so much for sharing your experience with the WF-1000XM5 earbuds! We're very glad to hear that you're enjoying the outstanding sound quality, comfort, and ease of use. It's wonderful to know that the Sony Sound Connect App is enhancing your daily routine, whether at work or play. We truly appreciate your positive feedback and are delighted our products and features have positively impacted your experience. Thank you for choosing Sony!
Best regards,
-Fred
Written by a customer while visiting sony.com
Customer Rating
1
YOU DONT WANT TO HELP
on June 15, 2025
Posted by: Hugod237
Gender:Male
I had the headphones and I lost the right side and bought a replacement and I can't pair them. Then i found out that it was a different firmware, so i try to speak with Support and didn't solve anything. They gave me 2 website of companies that supose to fix that issue but when i call them they say that they can not fix that problem no longer. So i'm very desperate, thank for nothing
Response from sony.comBy Estefany, Sony North America Customer Support, June 16, 2025
Hi Hugod237, thank you for taking the time to share your experience with us. We sincerely apologize for the frustration you've encountered regarding your WF-1000XM5 earbuds. We appreciate your patience as we work to address your concerns.
To assist you further, we encourage you to reach out to us directly at socialsupport@am.sony.com with the following information:
- Full Name:
- Sony.com username:
- Telephone Number:
- Model Number:
- Issue/Concern:
Thank you for considering Sony products and we look forward to assisting you.
Sincerely,
Estefany
To assist you further, we encourage you to reach out to us directly at socialsupport@am.sony.com with the following information:
- Full Name:
- Sony.com username:
- Telephone Number:
- Model Number:
- Issue/Concern:
Thank you for considering Sony products and we look forward to assisting you.
Sincerely,
Estefany
Written by a customer while visiting sony.com
Posted by: JCUnhappy
Gender:Male
Verified Purchase:Yes
Stopped working within 1yr. Multiple malfunctions and only sporadic charging. Keeps connecting to my phone, while still in the case with the lid closed. Yes, I did clean the contacts thoroughly. Sony refuses to honor warranty.
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, August 13, 2025
Hi JCUnhappy,
Thank you for considering Sony products.
We're sorry to hear about the issues you're having with your WF-1000XM5 earbuds. This is certainly not the level of quality we strive for, and we are committed to addressing your concerns.
To assist us in gathering more information and to work together towards a solution, please email us at socialsupport@am.sony.com. We kindly ask that you include the following details in your message:
- Name:
- Sony Username:
- Model Number:
- Description of the Issue:
- Telephone Number:
Thank you for your patience, and we look forward to assisting you further.
Best regards,
-Fred
Thank you for considering Sony products.
We're sorry to hear about the issues you're having with your WF-1000XM5 earbuds. This is certainly not the level of quality we strive for, and we are committed to addressing your concerns.
To assist us in gathering more information and to work together towards a solution, please email us at socialsupport@am.sony.com. We kindly ask that you include the following details in your message:
- Name:
- Sony Username:
- Model Number:
- Description of the Issue:
- Telephone Number:
Thank you for your patience, and we look forward to assisting you further.
Best regards,
-Fred
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: 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