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
2
Not so great but do sound good when they work
on September 9, 2025
Posted by: P3inVT
Gender:Male
They disconnect from Bluetooth way too often. (Have an iPhone 15 with latest iOS) Headphones freeze weekly and have to be put in the case to reset. They have a poor design for the magnets to go back in the case and have to be seated just right. The older version was definitely better and I’m sorry I gave them to my son.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Support, September 10, 2025
Hi P3inVT, We're truly sorry to hear you're having these issues with your WF-1000XM5 earbuds. That's certainly not the experience we want for you. These issues can often be resolved by making sure the earbuds are up to date. Please first check for any software updates in the Sony | Headphones Connect app. If the problem continues, please try a reset and then an initialization of the earbuds, following the instructions in the app. If you continue to have trouble after trying these steps, please start a chat with one of our product specialist through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US
Thanks for choosing Sony. Best regards, Eliab
Thanks for choosing Sony. Best regards, Eliab
Written by a customer while visiting sony.com
Customer Rating
2
Didn't work as expected.
on September 1, 2025
Posted by: Shopzen
Gender:Female
I really expected better noise cancelling. No matter how I tried to fit each size of earbud, just wouldn't fit my ears. Ordered the extra buds but doubt it will work. Also annoyed that you have to take an earbud out of the case in order to connect to the app to see the charge status of the earbuds and case.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Costumer Support, September 1, 2025
Hi Shopzen, Thanks for sharing your honest feedback. We're truly sorry to hear that the WF-1000XM5 earbuds haven't met your expectations, especially with the noise cancelling and the fit. We understand how frustrating it is when the included earbud tips don't provide a comfortable and secure seal. A proper fit is absolutely crucial for both sound quality and the effectiveness of the noise cancelling, which is why we included the "Optimal Earbud Tip" test in the Sony | Sound Connect app. We hope you've had a chance to try it, as it can often identify the best tip for your ears. You can check how to do it here: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP1000450372.html
Regarding the charge status, we understand your frustration with the process. The earbuds must be active to communicate with the app, but you can also check the case's charge level by looking at the LED indicator when you open the lid. We're disappointed to hear you would not recommend the product, and we want to help you get a better experience. Please send an email to reach out to our Sony Support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Our team will be happy to assist you directly. Thanks for choosing Sony! Sincerely, Jenn | Sony North America.
Regarding the charge status, we understand your frustration with the process. The earbuds must be active to communicate with the app, but you can also check the case's charge level by looking at the LED indicator when you open the lid. We're disappointed to hear you would not recommend the product, and we want to help you get a better experience. Please send an email to reach out to our Sony Support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Our team will be happy to assist you directly. Thanks for choosing Sony! Sincerely, Jenn | Sony North America.
Written by a customer while visiting sony.com
Posted by: dhill44241
Gender:Male
Verified Purchase:Yes
Purchased WF-1000XM5 wireless noise cancelling headphones (buds). Nothing but problems trying to register. I entered model number (YY2963) and system would not accept. Used reference guide # (WF-1000XM5) to get it to accept. I was trying to find a user manual which did not come with the product. No luck so far. Since I haven't got a user manual I can't get it set up to use so I can't truly answer your questionaire.
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, August 29, 2025
Hello dhill44241,
Thank you for considering Sony products.
We sincerely apologize for the difficulties you've faced with the product registration and for the missing user manual. We understand how frustrating this can be, and we want to help you get your new WF-1000XM5 earbuds set up and working properly. We'll be sure to pass this feedback along to our development team to prevent this issue in the future.
To help you get started, you can find the user manual online. It's available at the link below: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/manuals
Should you require assistance with the setup process, please do not hesitate to contact our support team directly. We are committed to ensuring you have an excellent experience with your new earbuds. You may reach us through the following link: 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 difficulties you've faced with the product registration and for the missing user manual. We understand how frustrating this can be, and we want to help you get your new WF-1000XM5 earbuds set up and working properly. We'll be sure to pass this feedback along to our development team to prevent this issue in the future.
To help you get started, you can find the user manual online. It's available at the link below: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/manuals
Should you require assistance with the setup process, please do not hesitate to contact our support team directly. We are committed to ensuring you have an excellent experience with your new earbuds. You may reach us through the following link: 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
Customer Rating
3
Bad connection feature
on August 28, 2025
Posted by: CasualMusicEnjoyer
Sony, please fix your multi-devices connection. The headphones are so good, it's really a waste that when your headphones are connected to several devices, it's disconnecting and reconnecting every 5 mins. Otherwise great product, but if i knew this issue before i wouldn't buy it tbh.
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, August 28, 2025
Hello CasualMusicEnjoyer,
Thank you for considering Sony products.
We're very sorry to hear about the trouble you're experiencing with the multipoint connection on your WF-1000XM5 earbuds. This is not the experience we want you to have, and we sincerely apologize for the inconvenience.
To address this, please try the following troubleshooting steps:
Update the firmware to version 5.0.2. You can find the update file and instructions on our support website: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
Reset the headset. Follow the instructions here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
Initialize the headset to restore factory settings. The instructions are available here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
After completing these steps, please try setting up the multipoint connection again using the guide below: https://www.sony.com/electronics/support/articles/00249936
Should the issue persist after you have followed these steps, please contact us at socialsupport@am.sony.com. To help us assist you more efficiently, kindly include the following details in your message:
- Name:
- Sony Username:
- Model Number:
- Description of the Issue:
- Telephone Number:
We sincerely appreciate your patience and understanding as we work to resolve this matter.
Best regards,
-Fred
Thank you for considering Sony products.
We're very sorry to hear about the trouble you're experiencing with the multipoint connection on your WF-1000XM5 earbuds. This is not the experience we want you to have, and we sincerely apologize for the inconvenience.
To address this, please try the following troubleshooting steps:
Update the firmware to version 5.0.2. You can find the update file and instructions on our support website: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
Reset the headset. Follow the instructions here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
Initialize the headset to restore factory settings. The instructions are available here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
After completing these steps, please try setting up the multipoint connection again using the guide below: https://www.sony.com/electronics/support/articles/00249936
Should the issue persist after you have followed these steps, please contact us at socialsupport@am.sony.com. To help us assist you more efficiently, kindly include the following details in your message:
- Name:
- Sony Username:
- Model Number:
- Description of the Issue:
- Telephone Number:
We sincerely appreciate your patience and understanding as we work to resolve this matter.
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
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
2
Cool features, but critically buggy
on August 14, 2025
Posted by: Bob838
Gender:Male
I bought these approximately 6 months ago and while I do like the sound quality and all the cool features, they are so buggy and the sound quality cuts out SOOO much. Particularly out of the left one. There will be 30 minute periods where I get every other word out of it. The suggestions in the help support are to just shut off all of the cool features and eventually put them back in the case and take them out… which if I am working out would not be an easy thing to do. My suggestion would be see if the new ones have mentions of this issue and if so, maybe look for headphones that may have less features but are less prone to bugs because it’s not like I am able to use those features anyways. Sad because I was really excited about trying some Sony headphones but I think I might not try them again.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, August 14, 2025
Hi Bob838,
We are very sorry to hear you're having trouble with your WF-1000XM5 earbuds. We understand how frustrating it is when a product doesn't perform as expected, especially when you were excited about the features.
To get a more stable connection and resolve this, we recommend trying a few things in the "Sony | Headphones Connect" app:
Check for Firmware Updates: Make sure your earbuds have the latest firmware. Updates often include fixes for connectivity issues.
Prioritize Stable Connection: In the app's settings, change the "Bluetooth Connection Quality" to "Prioritize Stable Connection." This setting is designed to improve stability.
Clean Your Earbuds: Sometimes, a build-up of dirt can interfere with the connection. Gently clean the earbuds and charging contacts.
If the issue continues after these steps, please reach out to our support team directly for more in-depth troubleshooting. You can do it through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks for choosing Sony.
Best regards,
Eliab
We are very sorry to hear you're having trouble with your WF-1000XM5 earbuds. We understand how frustrating it is when a product doesn't perform as expected, especially when you were excited about the features.
To get a more stable connection and resolve this, we recommend trying a few things in the "Sony | Headphones Connect" app:
Check for Firmware Updates: Make sure your earbuds have the latest firmware. Updates often include fixes for connectivity issues.
Prioritize Stable Connection: In the app's settings, change the "Bluetooth Connection Quality" to "Prioritize Stable Connection." This setting is designed to improve stability.
Clean Your Earbuds: Sometimes, a build-up of dirt can interfere with the connection. Gently clean the earbuds and charging contacts.
If the issue continues after these steps, please reach out to our support team directly for more in-depth troubleshooting. You can do it through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks for choosing Sony.
Best regards,
Eliab
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