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
Customer Rating
2
Excellent Sound, Poor Reliability: Issue With Mic
on June 22, 2026
Posted by: gustavoMiguelAlcantara
Gender:Male
I purchased the Sony WF-1000XM5 expecting the premium experience associated with Sony's flagship earbuds. While the audio playback quality has been excellent, my ownership experience was ultimately disappointing due to reliability concerns.
From the time of purchase, the microphone performance was consistently poor. Call quality was significantly worse than expected for a product in this price category and remained unchanged despite firmware updates, resets, and testing across multiple devices.
In addition, the original charging case experienced a charging-related failure within approximately eight months of normal use, requiring replacement in order to continue using the earbuds.
Because these issues occurred during ordinary ownership, I contacted Sony and provided proof of purchase. Sony reviewed my case multiple times through Customer Relations. Although I understood the product was outside the standard warranty period by one month when the time the case was reviewed, I hoped the overall circumstances would qualify for some form of goodwill accommodation. Unfortunately, none was offered.
The sound quality is genuinely excellent, which makes the reliability issues all the more disappointing. My experience suggests that prospective buyers should consider not only audio performance but also long-term reliability and post-purchase support when evaluating premium earbuds.
No, I would not recommend this to a friend.
Response from sony.comBy Estefany, Sony North America Customer Support, June 23, 2026
Hi Gustavo,
Thanks for taking the time to leave your feedback.
We're really sorry to hear about the trouble you've had with your WF-1000XM5 earbuds. We completely understand your disappointment.
We want to look into this again and see how we can best support you. Please send an email to socialsupport@am.sony.com with the information below so we can take a closer look at your case:
Full Name:
Sony.com Username:
Telephone Number:
Model Number:
Issue/Concern:
Case number provided by support:
Thanks for considering Sony and sharing your thoughts.
Warm regards,
Estefany
Thanks for taking the time to leave your feedback.
We're really sorry to hear about the trouble you've had with your WF-1000XM5 earbuds. We completely understand your disappointment.
We want to look into this again and see how we can best support you. Please send an email to socialsupport@am.sony.com with the information below so we can take a closer look at your case:
Full Name:
Sony.com Username:
Telephone Number:
Model Number:
Issue/Concern:
Case number provided by support:
Thanks for considering Sony and sharing your thoughts.
Warm regards,
Estefany
Written by a customer while visiting sony.com
Posted by: Anonymous
Gender:Male
Verified Purchase:Yes
The Sony WF-1000XM5 delivers quality sound at the expense of multiple aggravating issues and a significant hole in your wallet.
The touch controls are incredibly sensitive and an accidental brush of the earbud easily causes a pause/skip/restart. The buds do not agree with long hair. Trying to wear these buds after a shower will cause the buds to execute touch commands the moment a wet hair touches them.
The buds are quite large and uncomfortable and do not work for long use. Your ear will be sore after and extended wear.
The charging prongs for the earbuds are very inconsistent and require regular cleaning. Failing to do will lead to the buds not charging properly or even connecting to your phone while in the case.
These issues do not warrant the high price tag. While possibly enjoyable for brief uses these buds fail to be a multiple hour earbud
The touch controls are incredibly sensitive and an accidental brush of the earbud easily causes a pause/skip/restart. The buds do not agree with long hair. Trying to wear these buds after a shower will cause the buds to execute touch commands the moment a wet hair touches them.
The buds are quite large and uncomfortable and do not work for long use. Your ear will be sore after and extended wear.
The charging prongs for the earbuds are very inconsistent and require regular cleaning. Failing to do will lead to the buds not charging properly or even connecting to your phone while in the case.
These issues do not warrant the high price tag. While possibly enjoyable for brief uses these buds fail to be a multiple hour earbud
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, June 12, 2026
Hi there,
Thank you for sharing your detailed feedback regarding your experience with the WF-1000XM5 earbuds. We are very sorry to hear that, despite the quality sound, issues with the touch sensitivity, comfort, and charging contacts have made them frustrating to use.
We want our customers to enjoy a seamless and comfortable listening experience, so we truly appreciate you taking the time to highlight these specific pain points. Please rest assured that your comments have been shared with our product development team to help us improve future designs and software updates.
In the meantime, we wanted to offer a few quick tips that might help improve your daily use:
- Touch Sensor Sensitivity: You can actually customize or entirely disable the touch sensors via the Sony | Sound Connect app. Disabling them temporarily during workouts, after showers, or when your hair is down might help prevent those frustrating accidental pauses and skips.
- Charging Contacts: Because the earbuds form a tight seal in the ear, sweat, skin oils, or moisture can sometimes transfer to the charging pins. Giving the contacts a quick wipe with a dry, soft cloth (like a microfiber cloth) before placing them in the case can help prevent connection issues.
Thank you again for your valuable review, and for considering Sony!
Regards,
Dominick
Thank you for sharing your detailed feedback regarding your experience with the WF-1000XM5 earbuds. We are very sorry to hear that, despite the quality sound, issues with the touch sensitivity, comfort, and charging contacts have made them frustrating to use.
We want our customers to enjoy a seamless and comfortable listening experience, so we truly appreciate you taking the time to highlight these specific pain points. Please rest assured that your comments have been shared with our product development team to help us improve future designs and software updates.
In the meantime, we wanted to offer a few quick tips that might help improve your daily use:
- Touch Sensor Sensitivity: You can actually customize or entirely disable the touch sensors via the Sony | Sound Connect app. Disabling them temporarily during workouts, after showers, or when your hair is down might help prevent those frustrating accidental pauses and skips.
- Charging Contacts: Because the earbuds form a tight seal in the ear, sweat, skin oils, or moisture can sometimes transfer to the charging pins. Giving the contacts a quick wipe with a dry, soft cloth (like a microfiber cloth) before placing them in the case can help prevent connection issues.
Thank you again for your valuable review, and for considering Sony!
Regards,
Dominick
Written by a customer while visiting sony.com
Customer Rating
2
Frustrating & annoying
on June 12, 2026
Posted by: meliss
Gender:Female
I tried to like these, I really did. I’ve given them 5 months & I HATE these. They are so frustrating , they do not let
me connect to more than one device (i get an error in the app so that’s useless) , the way they sit in your ear is stupid. my left ear canal is a different size than the right I guess bc The left ear never is comfortable , It’s like half a size too small even with the smallest one on. It’s so frustrating to use these things on my left ear & while i’m fumbling trying to twist them , my fingers are hitting the sensor spot on the headphones changing my music. I literally want to throw them out the window but I payed ALOT more money than I would airpods which i should have just gotten in the first place 😭😭😭😭
me connect to more than one device (i get an error in the app so that’s useless) , the way they sit in your ear is stupid. my left ear canal is a different size than the right I guess bc The left ear never is comfortable , It’s like half a size too small even with the smallest one on. It’s so frustrating to use these things on my left ear & while i’m fumbling trying to twist them , my fingers are hitting the sensor spot on the headphones changing my music. I literally want to throw them out the window but I payed ALOT more money than I would airpods which i should have just gotten in the first place 😭😭😭😭
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, June 12, 2026
Hello Meliss,
Thank you for considering Sony products.
We’re truly sorry to hear about the difficulties you’ve experienced with the WF-1000XM5 earbuds, especially with the connection errors and discomfort in your left ear. We understand how frustrating it can be when technology doesn’t work smoothly or fit comfortably. For the connection issue, you might find helpful troubleshooting steps in this article: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780014.html.
Regarding the fit problem, we would like to assist you personally to find a better solution. Please feel free to reach out to us by phone through this link, so we can provide more tailored support: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones.
Best regards,
-Fred
Thank you for considering Sony products.
We’re truly sorry to hear about the difficulties you’ve experienced with the WF-1000XM5 earbuds, especially with the connection errors and discomfort in your left ear. We understand how frustrating it can be when technology doesn’t work smoothly or fit comfortably. For the connection issue, you might find helpful troubleshooting steps in this article: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780014.html.
Regarding the fit problem, we would like to assist you personally to find a better solution. Please feel free to reach out to us by phone through this link, so we can provide more tailored support: 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
Constant drop outs
on June 1, 2026
Posted by: Jfdrums
Gender:Male
These drop out CONSTANTLY! It's completely unacceptable for earbuds at this price point. I have a pixel 10, everything is updated, and they just drop out all the time. I'm very upset I bought these and spent all that money. It's actually infuriating.
No, I would not recommend this to a friend.
Response from sony.comBy Estefany, Sony North America Customer Support, June 2, 2026
Hi Jfdrums,
Thank you for sharing your feedback regarding the WF-1000XM5 earbuds. We sincerely apologize for the inconvenience you've experienced with connectivity issues on your device.
To help resolve this problem, please follow these troubleshooting steps:
1. Test with a different device: Try pairing the earbuds with a different smartphone, tablet, or computer. If the connection is successful, the issue likely lies with your original playback device. In this case, we recommend contacting that device's manufacturer for troubleshooting.
If the earbuds fail to pair with the other devices as well, please proceed to the next step.
2. Reset and re-pair: reset and initialize the earbuds, then attempt the pairing process again.
You can find detailed instructions for each procedure at this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00298364
If these steps do not resolve the issue, we recommend reaching out to our support team for further assistance. You can contact them through our Support Page: https://www.sony.net/support-contact
Thanks for considering Sony and bringing this issue to our attention.
Warm regards,
Estefany
Thank you for sharing your feedback regarding the WF-1000XM5 earbuds. We sincerely apologize for the inconvenience you've experienced with connectivity issues on your device.
To help resolve this problem, please follow these troubleshooting steps:
1. Test with a different device: Try pairing the earbuds with a different smartphone, tablet, or computer. If the connection is successful, the issue likely lies with your original playback device. In this case, we recommend contacting that device's manufacturer for troubleshooting.
If the earbuds fail to pair with the other devices as well, please proceed to the next step.
2. Reset and re-pair: reset and initialize the earbuds, then attempt the pairing process again.
You can find detailed instructions for each procedure at this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00298364
If these steps do not resolve the issue, we recommend reaching out to our support team for further assistance. You can contact them through our Support Page: https://www.sony.net/support-contact
Thanks for considering Sony and bringing this issue to our attention.
Warm regards,
Estefany
Written by a customer while visiting sony.com
Customer Rating
1
Instant regret
on April 20, 2026
Posted by: Marlowww
I've been using lower to mid tier earphones since forever. I remember hearing about these in every review/forum when I was shopping for my previous ones, and this time decided to get these on sale.
Instant regret as soon as I put them in and noticed zero difference in audio quality from my previous ones that were a third of the price. That's it?
The ear tips are ridiculous. As you could guess, most of the NC comes from its foam material, but their solution to cleaning them for hygiene purposes is straight up "you don't." Sure, you could give them a couple of wipes with water, which is about as affective as nothing, but just know that anything else (washing, alcohol) is going to destroy the material and give you an ear infection as it degrades and becomes more porous and bacteria-trapping. C'mon, engineers?
No replacement tips. Even though the whole NC comes from their special foam tips, I guess they'd prefer consumers to purchase another pair of earphones instead. 10/10 profit, Sony.
I decided to get their silicone tips (there's a hidden secret button you have to press in the app after failing a bunch of tests, to request them) and they... don't come with protective nets? The foams tips had them so where'd they go with these ones? I guess it's a free-for-all for earwax and dust.
Now here's the worst part. Everyone's ears are different, and unfortunately this was the case for me. Unless your shoes have perfect shock absorption, every step makes the earphones rattle and sends a little hit to your eardrums. Maybe it's the bad weight distribution cause they're little balls hanging upward, but I could not walk on concrete with these, let alone run. That's gonna give me permanent hearing damage.
Every touch to the earphone feels like a punch to the eardrum. Tapping or popping them in or out.
Little nitpick but it would be nice if there were a more tactile indicator of the front/back of the case so I can put them in without taking my eyes off the street or whatnot.
I could not imagine buying these things at regular price. Absolutely not on par with what you pay for.
No, I would not recommend this to a friend.
Response from sony.comBy Fred, Sony North America Customer Support, April 20, 2026
Hello there,
Thank you for considering Sony products.
We sincerely apologize for the inconvenience and dissatisfaction you have experienced with your WF-1000XM5 earbuds. We appreciate your detailed feedback and want to assist you in improving your experience.
Please try the following troubleshooting steps:
Firmware Update: Make sure your earbuds are updated to the latest firmware version 6.1.0, which may help enhance audio quality, noise cancellation, and overall performance. You can download and install the update here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
Cleaning and Maintenance: For hygiene, gently wipe the foam or silicone ear tips with a dry or slightly damp cloth. Avoid using alcohol or immersing the tips in water to prevent damage. We understand your concerns about replacement tips and protective nets; please contact our support team to inquire about available options and guidance on ear tip care.
Fit and Comfort: Since ear shapes vary, fitting can affect noise cancellation and comfort. Try different sizes of ear tips included in the package to achieve a secure fit. Our support team can assist you with personalized fitting advice to reduce rattling or discomfort.
Case Orientation: We appreciate your suggestion about tactile indicators for the charging case. Your feedback will be shared with our product development team for consideration in future designs.
For additional troubleshooting details, please refer to this support article:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780014.html
We’re committed to helping you resolve this issue. If the problem persists, please reach out to our dedicated support team for further assistance and advanced troubleshooting.
You can find all the contact options and helpful resources here: 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 inconvenience and dissatisfaction you have experienced with your WF-1000XM5 earbuds. We appreciate your detailed feedback and want to assist you in improving your experience.
Please try the following troubleshooting steps:
Firmware Update: Make sure your earbuds are updated to the latest firmware version 6.1.0, which may help enhance audio quality, noise cancellation, and overall performance. You can download and install the update here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
Cleaning and Maintenance: For hygiene, gently wipe the foam or silicone ear tips with a dry or slightly damp cloth. Avoid using alcohol or immersing the tips in water to prevent damage. We understand your concerns about replacement tips and protective nets; please contact our support team to inquire about available options and guidance on ear tip care.
Fit and Comfort: Since ear shapes vary, fitting can affect noise cancellation and comfort. Try different sizes of ear tips included in the package to achieve a secure fit. Our support team can assist you with personalized fitting advice to reduce rattling or discomfort.
Case Orientation: We appreciate your suggestion about tactile indicators for the charging case. Your feedback will be shared with our product development team for consideration in future designs.
For additional troubleshooting details, please refer to this support article:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780014.html
We’re committed to helping you resolve this issue. If the problem persists, please reach out to our dedicated support team for further assistance and advanced troubleshooting.
You can find all the contact options and helpful resources here: 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
Very disappointed!
on February 23, 2026
Posted by: Tree45
Gender:Male
My experience with the headphones was bad. It was the opposite of what I saw in that videos. I had high expectations but it didn't work how it was supposed. It does have goos noise cancelation but when I talk the people on the other line couldn't hear a word I would say. It all came out muffled. It isn't practical to raise and lower volume, and what makes irritated is that I cant track them if they were to get lost which happened already once. I downloaded three different apps just to see which one was compatible with it and a way to track it but nothing worked. Overall, since they were sony i thought they'd be good but it looks like apple and Samsung are way better then the Sony wf-1000xm5
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Support, February 24, 2026
Hi Tree45,
We are sorry to hear that the WF-1000XM5 did not meet your expectations, especially regarding call quality and tracking. To ensure the best microphone performance, we recommend checking that the earbud tips provide a secure, airtight seal using the "Determining the Optimal Earbud Tips" test in the Sony | Sound Connect app. Additionally, please ensure your firmware is updated to the latest version, as we frequently release improvements for voice clarity.
For volume control, the WF-1000XM5 uses a "continuous tap" system: quickly tap the right earbud four or more times to increase volume, or the left earbud to decrease it. Regarding tracking, these earbuds support Google's Find My Device on Android; once paired via Google Fast Pair, they should automatically appear in that app for location tracking. We would like to help you resolve these issues—please reach out to our support team so we can assist you further.
Thanks for choosing Sony.
Best regards,
Eliab
We are sorry to hear that the WF-1000XM5 did not meet your expectations, especially regarding call quality and tracking. To ensure the best microphone performance, we recommend checking that the earbud tips provide a secure, airtight seal using the "Determining the Optimal Earbud Tips" test in the Sony | Sound Connect app. Additionally, please ensure your firmware is updated to the latest version, as we frequently release improvements for voice clarity.
For volume control, the WF-1000XM5 uses a "continuous tap" system: quickly tap the right earbud four or more times to increase volume, or the left earbud to decrease it. Regarding tracking, these earbuds support Google's Find My Device on Android; once paired via Google Fast Pair, they should automatically appear in that app for location tracking. We would like to help you resolve these issues—please reach out to our support team so we can assist you further.
Thanks for choosing Sony.
Best regards,
Eliab
Written by a customer while visiting sony.com
Posted by: Swaglord4000
Gender:Male
Verified Purchase:Yes
I bought my wf-1000xm5's almost 3 years and I have yet to be disappointed by them. The sound connect app is seamless and very well made with so many useful settings and features. The earbuds themselves have very good build quality, amazing sound quality, a great fit/feel, and amazing features. I have recommended them to multiple people!
I would recommend this to a friend!
Response from sony.comBy Sony North America Support, January 23, 2026
Hi Swaglord4000,
We’re thrilled to hear you’re enjoying your WF-1000XM5s! We appreciate the support and are glad we could meet your expectations. Thanks for choosing Sony.
Best regards,
Eliab
We’re thrilled to hear you’re enjoying your WF-1000XM5s! We appreciate the support and are glad we could meet your expectations. Thanks for choosing Sony.
Best regards,
Eliab
Written by a customer while visiting sony.com
Posted by: Amilin
Gender:Male
Verified Purchase:Yes
I liked it so much ..wow super..supreme built quality ...
I would recommend this to a friend!
Response from sony.comBy Sony North America Customer Support, January 9, 2026
Hi Amilin,
Thank you so much for the glowing review! We are thrilled to hear that the WF-1000XM5 exceeded your expectations. We put a lot of work into ensuring the build quality feels as premium as the sound, so it’s wonderful to know that stood out to you.
Thank you for choosing Sony and happy listening!
Regards,
Dominick
Thank you so much for the glowing review! We are thrilled to hear that the WF-1000XM5 exceeded your expectations. We put a lot of work into ensuring the build quality feels as premium as the sound, so it’s wonderful to know that stood out to you.
Thank you for choosing Sony and happy listening!
Regards,
Dominick
Written by a customer while visiting sony.com