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
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
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
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
Did I Get A Defective Pair?
on August 28, 2023
Posted by: Robert4
Gender:Male
I'm disappointed with the performance of the WF-1000MX5 in crowded areas.
For context, I had been using the Galaxy Buds Pro (I mostly used those at the gym). I also had been using the Sennheiser IE 300 (exclusively at home or out running errands).
I owned the WF-1000XM4 previously (I lost that pair, unfortunately). Those were my all-around earbuds. Their sound quality was good enough for me to use them at home or out and about and the ANC made them great for the gym.
Positive Features
The main reasons I decided to buy these earbuds were the sound quality and the ANC. Those features are great.
The ANC does not block all external noise—the technology is not there yet, so take the marketing with a grain of salt—but it is an upgrade from my Galaxy Buds Pro. It has been a while since I last used the WF-1000XM4, but I would say it is an improvement from that model as well.
The sound quality is great. I'm not an audiophile by any means, but I can't complain. I only had to tweak the EQ a little to get the sound profile I prefer.
Issues I Have Encountered
I have had terrible connection issues at my gym, even when my phone is nearby. To be blunt, it has been an extremely annoying experience. When I listen to music, they start to "glitch". I would be listening to a song and suddenly one of the earbuds skips playback for a split second. The earbuds take turns doing that for some reason, which is distracting and bothersome.
It seems to happen more often in some sections of the gym than others. I have had that issue a couple of times at home, but it's not nearly as frequent (or annoying). I have never had any issues with the Galaxy Buds Pro at that gym. I only recall one incident when the WF-1000XM4 did something similar, but it was good after I initialized them.
Things I have tried to solve this issue—with no success so far:
- I have initialized the earbuds a few times.
- I have reset the earbuds a couple of times using the case.
- I have played around with the features on the app (prioritized a stable connection, disabled DSEE Extreme, speak-to-chat, the voice assistant, the touch sensor function, head gestures...)
- I have also played around with the Bluetooth settings on my phone (tested different audio codecs, unpaired the earbuds, tried changing some features in the developer settings...).
- I found the following troubleshooting guide by Sony, but it has not helped so far: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html
- I have reset the earbuds a couple of times using the case.
- I have played around with the features on the app (prioritized a stable connection, disabled DSEE Extreme, speak-to-chat, the voice assistant, the touch sensor function, head gestures...)
- I have also played around with the Bluetooth settings on my phone (tested different audio codecs, unpaired the earbuds, tried changing some features in the developer settings...).
- I found the following troubleshooting guide by Sony, but it has not helped so far: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html
I can't tell if it is a software or hardware issue. I have the 2.0.1 version of the software at the moment. Hopefully, it's a software issue that they can solve with an update.
Now into a minor issue, the volume control. I can change the step volume on my phone—adjust the rate at which the volume is changed. Mine is set to 1 step (ie. when I turn the volume up it goes from 47 to 48 instead of from 47 to 52). This allows me to find my preferred volume for whatever I'm listening to. For some reason, these earbuds do not respond to that setting. So, I often find myself listening at a higher or lower volume than I would want. I had the same issue with the WF-1000XM4 model, but have not had it with any other pair. It's a minor annoyance, I honestly do not know if it is a software issue, but I'm hopeful (or delusional) that it is something they can fix.
Suggestions
I would rather be able to create and save different settings as "modes" to choose from instead of having the app decide for me with the adaptive sound control feature.
I would love to be able to customize the touch sensor functions instead of having to choose from the presets.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, August 30, 2023
Hello Robert4,
Thank you for your time writing this review and for sharing your experience. While we're happy that you like the sound quality and ANC feature of the WF1000XM5, we're sorry to hear that you are having some connection issues with headphone especially when you are inside the gym. We also want to thank you for taking the initiative to troubleshoot the unit using our Help Guide. At Sony, we are always looking to improve our product quality and features. We have noted your input and will be sure to forward this feedback to the appropriate department.
We'd like to make sure you are taken care of. May we contact you to help and get more information? 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:
BBY Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the WF1000XM5:
If you have any questions or need any assistance, you can reach out to one of our agents through this link:
https://us.esupport.sony.com/support/s/service?language=en_US. who would be glad to help.
Thank you for sharing your feedback.
Regards,
Marco
Thank you for your time writing this review and for sharing your experience. While we're happy that you like the sound quality and ANC feature of the WF1000XM5, we're sorry to hear that you are having some connection issues with headphone especially when you are inside the gym. We also want to thank you for taking the initiative to troubleshoot the unit using our Help Guide. At Sony, we are always looking to improve our product quality and features. We have noted your input and will be sure to forward this feedback to the appropriate department.
We'd like to make sure you are taken care of. May we contact you to help and get more information? 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:
BBY Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the WF1000XM5:
If you have any questions or need any assistance, you can reach out to one of our agents through this link:
https://us.esupport.sony.com/support/s/service?language=en_US. who would be glad to help.
Thank you for sharing your feedback.
Regards,
Marco
Written by a customer while visiting sony.com