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: 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
Customer Rating
1
Instant regret
on April 20, 2026
Posted by: Marlowww
I've been using lower to mid tier earphones since forever. I remember hearing about these in every review/forum when I was shopping for my previous ones, and this time decided to get these on sale.
Instant regret as soon as I put them in and noticed zero difference in audio quality from my previous ones that were a third of the price. That's it?
The ear tips are ridiculous. As you could guess, most of the NC comes from its foam material, but their solution to cleaning them for hygiene purposes is straight up "you don't." Sure, you could give them a couple of wipes with water, which is about as affective as nothing, but just know that anything else (washing, alcohol) is going to destroy the material and give you an ear infection as it degrades and becomes more porous and bacteria-trapping. C'mon, engineers?
No replacement tips. Even though the whole NC comes from their special foam tips, I guess they'd prefer consumers to purchase another pair of earphones instead. 10/10 profit, Sony.
I decided to get their silicone tips (there's a hidden secret button you have to press in the app after failing a bunch of tests, to request them) and they... don't come with protective nets? The foams tips had them so where'd they go with these ones? I guess it's a free-for-all for earwax and dust.
Now here's the worst part. Everyone's ears are different, and unfortunately this was the case for me. Unless your shoes have perfect shock absorption, every step makes the earphones rattle and sends a little hit to your eardrums. Maybe it's the bad weight distribution cause they're little balls hanging upward, but I could not walk on concrete with these, let alone run. That's gonna give me permanent hearing damage.
Every touch to the earphone feels like a punch to the eardrum. Tapping or popping them in or out.
Little nitpick but it would be nice if there were a more tactile indicator of the front/back of the case so I can put them in without taking my eyes off the street or whatnot.
I could not imagine buying these things at regular price. Absolutely not on par with what you pay for.
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, April 20, 2026
Hello there,
Thank you for considering Sony products.
We sincerely apologize for the inconvenience and dissatisfaction you have experienced with your WF-1000XM5 earbuds. We appreciate your detailed feedback and want to assist you in improving your experience.
Please try the following troubleshooting steps:
Firmware Update: Make sure your earbuds are updated to the latest firmware version 6.1.0, which may help enhance audio quality, noise cancellation, and overall performance. You can download and install the update here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
Cleaning and Maintenance: For hygiene, gently wipe the foam or silicone ear tips with a dry or slightly damp cloth. Avoid using alcohol or immersing the tips in water to prevent damage. We understand your concerns about replacement tips and protective nets; please contact our support team to inquire about available options and guidance on ear tip care.
Fit and Comfort: Since ear shapes vary, fitting can affect noise cancellation and comfort. Try different sizes of ear tips included in the package to achieve a secure fit. Our support team can assist you with personalized fitting advice to reduce rattling or discomfort.
Case Orientation: We appreciate your suggestion about tactile indicators for the charging case. Your feedback will be shared with our product development team for consideration in future designs.
For additional troubleshooting details, please refer to this support article:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780014.html
We’re committed to helping you resolve this issue. If the problem persists, please reach out to our dedicated support team for further assistance and advanced troubleshooting.
You can find all the contact options and helpful resources here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Best regards,
-Fred
Thank you for considering Sony products.
We sincerely apologize for the inconvenience and dissatisfaction you have experienced with your WF-1000XM5 earbuds. We appreciate your detailed feedback and want to assist you in improving your experience.
Please try the following troubleshooting steps:
Firmware Update: Make sure your earbuds are updated to the latest firmware version 6.1.0, which may help enhance audio quality, noise cancellation, and overall performance. You can download and install the update here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
Cleaning and Maintenance: For hygiene, gently wipe the foam or silicone ear tips with a dry or slightly damp cloth. Avoid using alcohol or immersing the tips in water to prevent damage. We understand your concerns about replacement tips and protective nets; please contact our support team to inquire about available options and guidance on ear tip care.
Fit and Comfort: Since ear shapes vary, fitting can affect noise cancellation and comfort. Try different sizes of ear tips included in the package to achieve a secure fit. Our support team can assist you with personalized fitting advice to reduce rattling or discomfort.
Case Orientation: We appreciate your suggestion about tactile indicators for the charging case. Your feedback will be shared with our product development team for consideration in future designs.
For additional troubleshooting details, please refer to this support article:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780014.html
We’re committed to helping you resolve this issue. If the problem persists, please reach out to our dedicated support team for further assistance and advanced troubleshooting.
You can find all the contact options and helpful resources here: 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
Posted by: MPriya
Gender:Female
Verified Purchase:Yes
Nothing special from sound quality and the sound connect app is garbage to the point it will crash while updating firmware. To pair the device is a pain as well
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, December 21, 2024
Hi MPriya, We are sorry to hear that you are experiencing issues with your WF-1000XM5 earbuds. We'd love to troubleshoot the issue and make this a better experience for you.
May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
Username:
Telephone Number:
Model Number:
Issue:
Regards,
Carl
May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
Username:
Telephone Number:
Model Number:
Issue:
Regards,
Carl
Written by a customer while visiting sony.com
Customer Rating
3
Works great for a stationary person
on July 18, 2025
Posted by: Berry36
Gender:Male
I bought these and used them for a week and had to purchase a replacement as I grew more and more frustrated.
First Impressions were amazing; straight out of the box they are amazing the spatial awareness was impressive and they work great for phone calls. Though majority of my headphone use is active use. As in working out, biking, or working outside. Once I started to move these slip out of my ears. They required constant adjusting when running it seemed every 100 yards I would have to reposition them. When performing weightlifting I had to turn all the smart features off as they kept pausing my music. While performing simple things like pushups they would fall out. Not to mention while sitting at my desk at work the left ear bud would skip for about 3 seconds every minute which was driving me up a wall.
First Impressions were amazing; straight out of the box they are amazing the spatial awareness was impressive and they work great for phone calls. Though majority of my headphone use is active use. As in working out, biking, or working outside. Once I started to move these slip out of my ears. They required constant adjusting when running it seemed every 100 yards I would have to reposition them. When performing weightlifting I had to turn all the smart features off as they kept pausing my music. While performing simple things like pushups they would fall out. Not to mention while sitting at my desk at work the left ear bud would skip for about 3 seconds every minute which was driving me up a wall.
I really wanted they ear buds to work as they reminded me of my old galaxy buds I used to love but these are not made for active lifestyles. If you are using them for wearing in the office or for flying on plane, I believe they will work fine but if you find yourself using them in active scenarios I recommend to keep looking.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, July 19, 2025
Hi Berry36,
We understand your frustration with the WF-1000XM5, especially regarding the fit for active use and the skipping issues during your workouts. That's definitely not the experience we want our customers to have when they're on the go.
For active lifestyles like yours – working out, biking, or working outside – we'd recommend taking a look at the Sony LinkBuds Fit. These earbuds were specifically designed with a focus on a secure and comfortable fit during movement. They feature air fitting supporters that help them stay firmly in place, even during rigorous activities like running, weightlifting, and push-ups. Many users find them to be an excellent choice for fitness due to their stability and lightweight design. They also offer great sound quality and noise cancellation, which is a bonus.
We believe the LinkBuds Fit would address your concerns about earbuds slipping out and offer a much more reliable experience for your active scenarios.
Thanks for considering Sony products.
-Eliab
We understand your frustration with the WF-1000XM5, especially regarding the fit for active use and the skipping issues during your workouts. That's definitely not the experience we want our customers to have when they're on the go.
For active lifestyles like yours – working out, biking, or working outside – we'd recommend taking a look at the Sony LinkBuds Fit. These earbuds were specifically designed with a focus on a secure and comfortable fit during movement. They feature air fitting supporters that help them stay firmly in place, even during rigorous activities like running, weightlifting, and push-ups. Many users find them to be an excellent choice for fitness due to their stability and lightweight design. They also offer great sound quality and noise cancellation, which is a bonus.
We believe the LinkBuds Fit would address your concerns about earbuds slipping out and offer a much more reliable experience for your active scenarios.
Thanks for considering Sony products.
-Eliab
Written by a customer while visiting sony.com
Customer Rating
3
Sound great but TEMPERaMENTALly unreliable
on July 27, 2025
Posted by: AnotherBob
I had them replaced after just a few months. Now the LEFT EARBUD cuts out. 🤬 What’s so great about great earbuds if they are super unreliable?
Response from sony.comBy Estefany, Sony North America Customer Support, July 27, 2025
Hi AnotherBob,
We're truly sorry to hear you're experiencing issues with your WF-1000XM5 left earbud cutting out, especially after having them replaced recently. That's definitely not the experience we want you to have with our products and we understand your frustration.
To try and resolve this for you, we recommend a few troubleshooting steps:
-Restart your connected device: Sometimes, a simple restart of the device your earbuds are paired with (phone, computer, etc.) can resolve connectivity issues.
-You can perform a factory reset on the earbuds. Please refer to the instructions on this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
-Ensure your earbuds have the latest firmware installed via the Sony | Sound Connect app.
If after trying these steps, the left earbud continues to cut out, we strongly recommend contacting our technical support team directly at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks for considering Sony products and for letting us know about this issue.
Best regards,
Estefany
We're truly sorry to hear you're experiencing issues with your WF-1000XM5 left earbud cutting out, especially after having them replaced recently. That's definitely not the experience we want you to have with our products and we understand your frustration.
To try and resolve this for you, we recommend a few troubleshooting steps:
-Restart your connected device: Sometimes, a simple restart of the device your earbuds are paired with (phone, computer, etc.) can resolve connectivity issues.
-You can perform a factory reset on the earbuds. Please refer to the instructions on this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
-Ensure your earbuds have the latest firmware installed via the Sony | Sound Connect app.
If after trying these steps, the left earbud continues to cut out, we strongly recommend contacting our technical support team directly at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks for considering Sony products and for letting us know about this issue.
Best regards,
Estefany
Written by a customer while visiting sony.com
Posted by: Robin Days
Gender:Male
Verified Purchase:Yes
Only had these earbuds two days, but am so impressed with the sound quality and noise cancelling features that I could not wait to review. Only issue is that the standard tips that come with them do not fit my left ear canal. I have ordered more tips from Sony to try.
If they fit your budget, get them.
If they fit your budget, get them.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, April 29, 2025
Hi Robin Days,
Thank you so much for taking the time to share your experience with the WF-1000XM5 earbuds! We’re thrilled to hear that you’re impressed with the sound quality and noise-cancelling features. Your feedback means a lot to us!
We understand that finding the right fit is essential for the best listening experience. We hope that the additional tips you ordered will provide the comfort and fit you’re looking for. If you have any further questions or need assistance, please don’t hesitate to reach out https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks again for your support and happy listening!
Best regards,
Stephanie
Thank you so much for taking the time to share your experience with the WF-1000XM5 earbuds! We’re thrilled to hear that you’re impressed with the sound quality and noise-cancelling features. Your feedback means a lot to us!
We understand that finding the right fit is essential for the best listening experience. We hope that the additional tips you ordered will provide the comfort and fit you’re looking for. If you have any further questions or need assistance, please don’t hesitate to reach out https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks again for your support and happy listening!
Best regards,
Stephanie
Written by a customer while visiting sony.com
Posted by: Mitchel57
Gender:Male
Verified Purchase:Yes
I am very disappointed in the ANC on these buds, especially when compared to my old WF-900N pair. I've tried all of the available sizes of the tips and tried the "analyze ear shape" in the sound connect app. In addition, they often don't automatically connect to Google Assistant when I insert them. I have to go to the app on my phone and connect from there. Can't recommend these at all.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 25, 2025
Hi Mitchel57, we're sorry to hear that you have an issue with the noise canceling feature of our product. Please follow this link for more details:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20canceling
If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
You can also reach out to our new Product Enthusiast. They are Sony fans, who can help you troubleshoot your headphones issues. Connect with them by follow this link and Chat with an Enthusiasts:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
~Earl
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20canceling
If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
You can also reach out to our new Product Enthusiast. They are Sony fans, who can help you troubleshoot your headphones issues. Connect with them by follow this link and Chat with an Enthusiasts:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
~Earl
Written by a customer while visiting sony.com