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: Taco1
Gender:Male
Verified Purchase:Yes
Great sound and 360 reality works good but I don't like the fit on the ears and not an option to for ear retention. Feels like the would fall out of the ears too easy. I use them for yard work and with my Bose earbuds they have a built in stabilizer to help retain then in the ears. I don't feel confident with these to stay in the ears
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, April 30, 2024
Hi Taco1,
Thank you for your time writing this review. While we are glad you like the great sound quality and 360 reality audio of the WF1000XM5, we're sorry to hear that you don't like the fit of the earbuds. Allow us to help turn this to a better experience.
For stable fit, check that you are wearing the headset properly.
Ensure that the earbud tips are comfortably situated as deep in the ear canal as possible.
If the earbuds aren't fit snugly in your ears, they may feel heavier and more likely to fall out. Change the earbud tips to ones that fit more snugly in your ears. When changing the earbud tips, try the earbud tip sizes in order from the larger ones to the smaller ones. The most suitable size of the earbud tips for left and right ears may be different.
The “Sony | Headphones Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.
For detailed information on how to wear the headset, please refer to this link:https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html
May we contact you to help? If so, please email the below information to socialsupport@am.sony.com:
Name:
Sony.com Username:
Telephone Number:
Model Number:
Issue:
We are sorry for the inconvenience and hope to speak to you to resolve this matter. We appreciate your feedback and thanks again for purchasing Sony! - Kris
Thank you for your time writing this review. While we are glad you like the great sound quality and 360 reality audio of the WF1000XM5, we're sorry to hear that you don't like the fit of the earbuds. Allow us to help turn this to a better experience.
For stable fit, check that you are wearing the headset properly.
Ensure that the earbud tips are comfortably situated as deep in the ear canal as possible.
If the earbuds aren't fit snugly in your ears, they may feel heavier and more likely to fall out. Change the earbud tips to ones that fit more snugly in your ears. When changing the earbud tips, try the earbud tip sizes in order from the larger ones to the smaller ones. The most suitable size of the earbud tips for left and right ears may be different.
The “Sony | Headphones Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.
For detailed information on how to wear the headset, please refer to this link:https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html
May we contact you to help? If so, please email the below information to socialsupport@am.sony.com:
Name:
Sony.com Username:
Telephone Number:
Model Number:
Issue:
We are sorry for the inconvenience and hope to speak to you to resolve this matter. We appreciate your feedback and thanks again for purchasing Sony! - Kris
Written by a customer while visiting sony.com
Posted by: LoganJ2
Gender:Male
Verified Purchase:Yes
I have both the 4 and 5 series earbuds. The 5 lacks the voice prompts that made the 4s easy to use. Pairing is much more difficult because you are never quite sure what mode the headphones are in and you must use the button on the charging case or the app. Sound quality is an improvement over the 4 but functionality took a big step backwards.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, June 8, 2024
Hi LoganJ2,
Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality of the headphones. Your feedback about the voice guidance and pairing function is greatly appreciated.
In case you need further assistance, please email us at socialsupport@am.sony.com with the following details:
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 of the headphones. Your feedback about the voice guidance and pairing function is greatly appreciated.
In case you need further assistance, please email us at socialsupport@am.sony.com with the following details:
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
Posted by: MHZowqi
Gender:Male
Verified Purchase:Yes
I bought this product less than a year ago and although I really loved the sound quality, the left earphone has stopped working. [No sound, The touch and connection works]
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, August 23, 2024
Hi MHZowqi,
Thank you for your comment. While we're thrilled that you love the amazing sound quality of your WF-1000XM5, we're really sorry if you're having an audio issue with the left earbud. This is certainly not the feedback we hoped to receive. If you haven't tried yet, let's try to isolate and fix this problem by performing troubleshooting using these articles:
https://www.sony.com/electronics/support/articles/00298365
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780030.html
If the issue persists, please email us at socialsupport@am.sony.com with the following details so we can better assist you.
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
I hope this helps, and thank you for choosing Sony.
Sincerely,
Romeo
Sony Social Support
Thank you for your comment. While we're thrilled that you love the amazing sound quality of your WF-1000XM5, we're really sorry if you're having an audio issue with the left earbud. This is certainly not the feedback we hoped to receive. If you haven't tried yet, let's try to isolate and fix this problem by performing troubleshooting using these articles:
https://www.sony.com/electronics/support/articles/00298365
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780030.html
If the issue persists, please email us at socialsupport@am.sony.com with the following details so we can better assist you.
Name:
Sony.com Username:
Model Number:
Issue:
Telephone Number:
I hope this helps, and thank you for choosing Sony.
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Posted by: Murphy4201
Gender:Female
Verified Purchase:Yes
I absolutely love these earbuds!! They are truly amazing for just every task (just not swimming), tahs but for real, if your looking for something with great sound, a good battery life, let's not forget the need to play loud without loosing quality these are the buds for you.. Im someone who honestly wishes they'd go louder sense im loosing my hearing and am still satisfied and amazed they can get, especially when using the app along side it.. I know, wrap your head around that comment right.. taha But the absolute best feature for me is when they say noise canceling, there not joking, Sony has outdone everyone when it comes to this feature so much that you can't even hear yourself talk, you'll be deaf to literally everything besides what ever it is your using it for.. Don't take my word for it though, go buy a pair quickly and check it out yourself!!
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 25, 2024
Hi Murphy4201, Thank you for your fantastic review! We're thrilled to hear that you love the WF1000XM5 and find them amazing for various tasks. It's great to know that the sound quality, battery life, and volume levels meet your expectations, especially with the app's assistance. We're particularly proud of our noise-canceling feature, and we're glad it has impressed you. Your recommendation means a lot to us and thanks for choosing Sony! -Sam
Written by a customer while visiting sony.com
Posted by: jojo10007
Gender:Male
Verified Purchase:Yes
I've had these headphones for almost a year now and by far way better then and Bose galaxy air Pods or even beats
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, October 25, 2024
Hi jojo10007,
You made the right choice with the Sony WF1000XM5! We're thrilled that you are enjoying the performance of the headphones. Thank you for choosing Sony!
-Ralph
You made the right choice with the Sony WF1000XM5! We're thrilled that you are enjoying the performance of the headphones. Thank you for choosing Sony!
-Ralph
Written by a customer while visiting sony.com
Posted by: Rusty r
Gender:Male
Verified Purchase:Yes
Had these about 2 weeks and I'm very impressed. Noticeable improvement over the XM4's, which I still love.
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, December 8, 2024
Hello Russ Rags,
That's fantastic! We're thrilled to know that you're so impressed with the outstanding performance of your WF-1000XM5. Thank you for the love and for choosing the best brand—Sony!
Best regards,
Romeo
That's fantastic! We're thrilled to know that you're so impressed with the outstanding performance of your WF-1000XM5. Thank you for the love and for choosing the best brand—Sony!
Best regards,
Romeo
Written by a customer while visiting sony.com
Posted by: Marie72
Gender:Female
Verified Purchase:Yes
I wanted to get the best earbuds I could afford for use at the office. They worked for maybe a month or two, and then the left earbud just stopped connecting. I cleaned everything up, disconnected and re-paired them with my phone and still it doesn't work. Once in a while they will connect but I'm afraid to turn them off for fear of not being able to get the left earbud to work again. I wish I would have purchased protection for these, but since they were Sony, I assumed they would at least work for a year. Will not buy again.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, January 18, 2025
Hi Marie72, We're sorry to hear about your earbuds. This is definitely not the experience we wanted you to have.
Kindly reset and initialize your headphones and observe if the issue still exist.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :
Full Name:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Sincerely,
-Craig
Kindly reset and initialize your headphones and observe if the issue still exist.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :
Full Name:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Sincerely,
-Craig
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