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: 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
Customer Rating
1
CONSTANTLY DISCONNECTS FROM MY PHONE
on March 3, 2025
Posted by: coolleen
Gender:Female
Constantly disconnecting from my phone and skipping/stuttering sound. I know that this is an issue with the earbuds and not my phone because othwr bluetooth devices have no issues. The sound quality is not blowing my mind for this high price. Very disappointed and dissatisfied.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, Sony.com, March 5, 2025
Hi coolleen,
We’re truly sorry to hear that you’re experiencing connection issues and sound stuttering with your WF-1000XM5 earbuds. We understand how frustrating this can be, especially when you’ve invested in a premium product with high expectations.
To help resolve this, we recommend checking out this troubleshooting guide: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html
Additionally, keeping your earbuds updated is essential, as firmware updates often improve performance and fix known issues. You can find the latest update here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
If the problem persists after trying these steps, we recommend reaching out to our product support team via phone call at 239-245-6354 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US
Hours of Operation:
Monday - Friday 9:00 am - 9:00 pm ET
Saturday - Sunday 10:00 am - 8:00 pm ET
Thank you for your patience, and we look forward to resolving this issue promptly!
Sincerely,
Maria
We’re truly sorry to hear that you’re experiencing connection issues and sound stuttering with your WF-1000XM5 earbuds. We understand how frustrating this can be, especially when you’ve invested in a premium product with high expectations.
To help resolve this, we recommend checking out this troubleshooting guide: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html
Additionally, keeping your earbuds updated is essential, as firmware updates often improve performance and fix known issues. You can find the latest update here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
If the problem persists after trying these steps, we recommend reaching out to our product support team via phone call at 239-245-6354 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US
Hours of Operation:
Monday - Friday 9:00 am - 9:00 pm ET
Saturday - Sunday 10:00 am - 8:00 pm ET
Thank you for your patience, and we look forward to resolving this issue promptly!
Sincerely,
Maria
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
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
Posted by: Bruce lees toe
Gender:Male
Verified Purchase:Yes
I bought them about a half a year ago and I love them
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, March 15, 2024
Hi Bruce lees toe,
We're extremely happy you had a positive experience, and we're grateful for your feedback! We rely on customers like you to let us know what we're doing right to continue to provide the best experience possible. Glad to hear you love your WF1000XM5. Thanks for choosing Sony! - Kris
We're extremely happy you had a positive experience, and we're grateful for your feedback! We rely on customers like you to let us know what we're doing right to continue to provide the best experience possible. Glad to hear you love your WF1000XM5. Thanks for choosing Sony! - Kris
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