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: 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
Posted by: Kevin_s12
Gender:Male
Verified Purchase:Yes
not satisfied with the product. in just 4 months my one side of my earbud stopped working and then they replaced that and with the new pair of earbuds same issue happened after 11 months and by that time my buds were out of warranty so they couldn't help.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, May 22, 2025
Hi Kevin_s12, thank you for contacting us.
We sincerely apologize for the repeated issues you've experienced with your WF-1000XM5 earbuds. We understand how frustrating this must be and we regret that we weren't able to provide a more satisfactory resolution at the time.
If you'd like to discuss this further or explore any potential options, please email the below information to socialsupport@am.sony.com so we can better assist you:
Full Name:
Sony.com Username:
Telephone Number:
Model Number:
Issue/Concern:
Thank you for considering Sony products and for bringing this to our attention.
Best regards,
Stephanie
We sincerely apologize for the repeated issues you've experienced with your WF-1000XM5 earbuds. We understand how frustrating this must be and we regret that we weren't able to provide a more satisfactory resolution at the time.
If you'd like to discuss this further or explore any potential options, please email the below information to socialsupport@am.sony.com so we can better assist you:
Full Name:
Sony.com Username:
Telephone Number:
Model Number:
Issue/Concern:
Thank you for considering Sony products and for bringing this to our attention.
Best regards,
Stephanie
Written by a customer while visiting sony.com
Customer Rating
1
do not waste your time with this buggy garbage
on August 20, 2025
Posted by: tree666
Gender:Male
The red LED on the case will not stop flashing. what does this mean? IDK because none of the documentation for this product says anything about what the LED indicator on the front of the case means. It sometimes connects while its still in the case as well.
Response from sony.comBy Estefany, Sony North America Customer Support, August 20, 2025
Hi tree666,
Thanks for reaching out. We're sorry to hear you're running into issues with your WF-1000XM5 earbuds and the charging case.
We're here to help and would be happy to provide some troubleshooting steps to get this resolved.
1. Clean the contacts. Use a dry cotton swab to gently wipe the charging terminals on both the earbuds and inside the charging case.
2. Reset the earbuds. You can find detailed instructions on this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
3. Initialize the earbuds: Set the headset units into the charging case. Leave the charging case lid open. Press and hold the initialize button on the back of the charging case for about 15 seconds or more. Release your finger within 5 seconds after the indicator (orange) on the charging case starts flashing.
Find detailed instructions on the following link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If the issue continues after following these steps, don't hesitate to contact our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks for considering Sony products and for bringing this to our attention.
Sincerely,
Estefany
Thanks for reaching out. We're sorry to hear you're running into issues with your WF-1000XM5 earbuds and the charging case.
We're here to help and would be happy to provide some troubleshooting steps to get this resolved.
1. Clean the contacts. Use a dry cotton swab to gently wipe the charging terminals on both the earbuds and inside the charging case.
2. Reset the earbuds. You can find detailed instructions on this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
3. Initialize the earbuds: Set the headset units into the charging case. Leave the charging case lid open. Press and hold the initialize button on the back of the charging case for about 15 seconds or more. Release your finger within 5 seconds after the indicator (orange) on the charging case starts flashing.
Find detailed instructions on the following link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If the issue continues after following these steps, don't hesitate to contact our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks for considering Sony products and for bringing this to our attention.
Sincerely,
Estefany
Written by a customer while visiting sony.com