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
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
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
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
1
HORRIBLE EAR BUDS
on February 13, 2025
Posted by: Matt Va
Gender:Male
Absolutely the worst ear buds I've ever owned. The fact that I have to stop my work out 5x in a hour to reconnect them to my phone is absurd. Freaking hate these so much. Never again
No, I would not recommend this to a friend.
Response from sony.comBy David, Sony North America Customer Support, February 17, 2025
Hi Matt Va,
Thank you for the review and we do apologize for the inconvenience. To isolate the issue, please try to factory reset the headphones. Here's the link on how to.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If the situation does not improve, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
-David
Thank you for the review and we do apologize for the inconvenience. To isolate the issue, please try to factory reset the headphones. Here's the link on how to.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If the situation does not improve, please email us at socialsupport@am.sony.com with the following details:
Name:
Sony Username:
Model Number:
Issue:
Telephone Number:
-David
Written by a customer while visiting sony.com
Customer Rating
4
Only one issue, replacement tips.
on February 9, 2025
Posted by: Dmannel
Gender:Male
I love these headphones but I'm having trouble finding replacement tips that are the original foam ones, if anyone can help with finding them that would be great?
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, February 10, 2025
Hi Dmannel, Thank you for sharing your positive experience with your Sony WF1000XM5. And we're sorry to hear that the supplied ear bud tips may not be a good fit. For further assistance regarding the replacement ear bud tips, we recommend contacting our product support team via phone call at 855-806-8464 or chat through this link: https://us.esupport.sony.com/support/s/service?language=en_US.
Hope this helps and thank you for choosing Sony! -Sam
Hope this helps and thank you for choosing Sony! -Sam
Written by a customer while visiting sony.com
Customer Rating
3
Improvements needed.
on February 4, 2025
Posted by: loonthelow
Gender:Female
Note, Ive had WF4 snd 5 for a couple years now.
For pros: the sound quality is nice and the general feel of the earbuds are comfy.
Cons: theres a big issue with the typical usage of the buds. More often than not, one of the buds goes “offline” where itll play music but the touch functions stop working as it doesnt register them. Then after a while the bud will go dark and not play music at all. I constantly have to put them back into the case to “resync” them. It’s extremely annoying. Id say the noise cancelling could also be a bit better.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, February 5, 2025
Hi loonthelow,
Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality and comfort of the headphones. It's unfortunate that one earbud is not working properly. Sony's commitment to customer satisfaction is our top priority.
For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
Resetting and initializing the headset may also help resolve the issue. Please refer to the steps on these links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices. When the Adaptive Sound Control on the Sony Sound Connect app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions. To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
You may also find this link helpful:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html
Hope this helps. In case you need further assistance, please email the below information to socialsupport@am.sony.com.
Name:
Username:
Model Number:
Issue:
Telephone Number:
Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Sincerely,
-Ralph
Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality and comfort of the headphones. It's unfortunate that one earbud is not working properly. Sony's commitment to customer satisfaction is our top priority.
For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).
Resetting and initializing the headset may also help resolve the issue. Please refer to the steps on these links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices. When the Adaptive Sound Control on the Sony Sound Connect app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions. To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
You may also find this link helpful:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html
Hope this helps. In case you need further assistance, please email the below information to socialsupport@am.sony.com.
Name:
Username:
Model Number:
Issue:
Telephone Number:
Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Sincerely,
-Ralph
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
4
Review Of 1 Year & Some Change
on January 21, 2025
Posted by: ThatGuyYiuKnow0111
Gender:Male
After upgrading from the WF-1000XM4 to the WF-1000XM5 in August 2023, my initial experience was disappointing due to grainy call quality and frequent audio dropouts. At first, I found myself missing my old buds. However, the next year Sony released updates that fixed these issues, and the audio quality became significantly better, improving both sound quality, music and calls.
While the design is sleek and comfortable for daily use, the buds occasionally slip out during intense workouts due to their smooth material. If you plan to use them for the gym, consider adjusting the fit or trying different ear tips.
Overall, the WF-1000XM5 is now my favorite pair for daily use, with excellent audio, though the fit for physical activities could be improved.
Hope this helps, I always try to put as much detail as I can in my reviews without having it drag on.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 24, 2025
Hi ThatGuyYiuKnow0111, Thank you for your honest review! We are so glad to hear that you are now enjoying your new WF-1000XM5! Thank you so much for choosing Sony! -Carl
Written by a customer while visiting sony.com