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: 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
Posted by: pelinc
Gender:Female
Verified Purchase:Yes
My headphones started having connection issues within a year. Definitely not worth the price. The customer service was the worst I’ve ever dealt with - they kept asking the same questions over and over, like they were trying to make me give up. Stay away from Sony!
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, March 26, 2025
Hi pelinc,
I understand that your WF-1000XM5 are having issues with connection. For us to better assist you, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
One of our technical specialists will call you back within 2 business days.
Sincerely,
Aldair
Sony Social Support
I understand that your WF-1000XM5 are having issues with connection. For us to better assist you, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
One of our technical specialists will call you back within 2 business days.
Sincerely,
Aldair
Sony Social Support
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
Customer Rating
1
Sound doesn't matter if they wont stay i ear
on January 28, 2025
Posted by: soraj
Gender:Male
I never had such a problem with an ear nub staying in the ear. I typically use two brands. My current go to buds are Airpods Pro and Bose Ultra-quiet Comfort). I decided give these Sony WF1000XM5/B a try. The sound is good but for the life of me, I can't get them to stay in my ear. Well after only having them for a month one is lost as it fell out and I didn't notice. The cost to replace the bud is the same as buying a new one. I've owned many brands(Apple, Bose, Beats, Sony, Jabra, Samsung, Anker and Jaybirds to name a few) and never had a bud that I could not get to stay in my ear.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, January 29, 2025
Hi Soraj,
We're sorry to hear that you are having some issues with your WF-1000XM5 earbud headphones and they did not fit you well causing them to fall out. This is not the experience we want you to have. To ensure optimal performance, as well as to obtain the best fit and prevent the headset from falling out, change the size of earbud tips to ones that fit more snugly in your ears or squeeze earbud tips lightly before wearing the headset. When wearing them, gently pull up on the top of your ears, put the earbud tips in your ear canal, and then twist the earbuds into place. This makes sure the earbuds are firmly in the ear canal.
Please make sure to follow the guide from this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00262839
The earbuds are pre-set with information that allows them to communicate with and from each other. These settings can only be configured at the Authorized Service Center with all three components present. For this reason, you can't simply replace one missing part. If one of the earbuds is lost or damaged, we recommend that you send the remaining items (earbuds and charging case) to an Authorized Service Center so that a replacement for the missing part can be reset with the remaining components.
If you still have the unit and you need further assistance regarding your concern, please let us know so we can turn your experience around. Sony has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
You may also send us an email at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
We value your feedback and aim to restore your trust in Sony.
Sincerely,
Jess
We're sorry to hear that you are having some issues with your WF-1000XM5 earbud headphones and they did not fit you well causing them to fall out. This is not the experience we want you to have. To ensure optimal performance, as well as to obtain the best fit and prevent the headset from falling out, change the size of earbud tips to ones that fit more snugly in your ears or squeeze earbud tips lightly before wearing the headset. When wearing them, gently pull up on the top of your ears, put the earbud tips in your ear canal, and then twist the earbuds into place. This makes sure the earbuds are firmly in the ear canal.
Please make sure to follow the guide from this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00262839
The earbuds are pre-set with information that allows them to communicate with and from each other. These settings can only be configured at the Authorized Service Center with all three components present. For this reason, you can't simply replace one missing part. If one of the earbuds is lost or damaged, we recommend that you send the remaining items (earbuds and charging case) to an Authorized Service Center so that a replacement for the missing part can be reset with the remaining components.
If you still have the unit and you need further assistance regarding your concern, please let us know so we can turn your experience around. Sony has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
You may also send us an email at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
We value your feedback and aim to restore your trust in Sony.
Sincerely,
Jess
Written by a customer while visiting sony.com