Customer reviews from sony.com
Sony - Refurbished Excellent - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Average customer rating
4.1
(546 Reviews)
Rating breakdown 546 reviews
5 Stars
340
4 Stars
60
3 Stars
49
2 Stars
36
1 Star
61
75%of customers recommend this product.
(
375 out of
498)
Customer Reviews for Sony - Refurbished Excellent - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Customer Rating
1
Horrible.
on July 20, 2025
Posted by: mm12345
I’m sick of these. Don’t try to pair any new device ms because it takes about 10 years and multiple tries. Trying to skip a song, rewind, or pause. Don’t even try, it won’t work. That is unless your shoulder happens to brush it, then it does every single action. Do yourself a favor and buy bose.
Response from sony.comBy Sony North America Costumer Support, July 21, 2025
Hello mm12345, thanks for bringing this out to our attention!
We're genuinely sorry to hear about the frustrating experience you've had with your WH-1000XM5 headphones. What you've described with the pairing difficulties and unresponsive touch controls is certainly not the seamless experience we aim for with our products.
Your feedback is truly valuable to us, and we appreciate you taking the time to share these concerns. We want to assure you that your headphones come with a one-year warranty, and we're here to help resolve these issues for you.
We'd like to ask you to contact our support team directly. They can guide you through specific troubleshooting steps, such as a reset or a firmware update, which often resolve unexpected behavior with the headphones' connectivity and touch functions. If those steps don't help, they can also discuss warranty options with you. Here's the link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks for giving us the opportunity to improve your experience with Sony!
Sincerely,
Jenn.
We're genuinely sorry to hear about the frustrating experience you've had with your WH-1000XM5 headphones. What you've described with the pairing difficulties and unresponsive touch controls is certainly not the seamless experience we aim for with our products.
Your feedback is truly valuable to us, and we appreciate you taking the time to share these concerns. We want to assure you that your headphones come with a one-year warranty, and we're here to help resolve these issues for you.
We'd like to ask you to contact our support team directly. They can guide you through specific troubleshooting steps, such as a reset or a firmware update, which often resolve unexpected behavior with the headphones' connectivity and touch functions. If those steps don't help, they can also discuss warranty options with you. Here's the link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks for giving us the opportunity to improve your experience with Sony!
Sincerely,
Jenn.
Written by a customer while visiting sony.com
Customer Rating
2
Not compatible with PS4
on November 30, 2020
Posted by: TwinNo2
Gender:Female
I bought this last week on a recommendation from a friend. First, I made the mistake of selling my beats to get these (as an upgrade) my previous headphones had a better noise cancelling functionality than these. I can hear the air conditioning from the vent in my office even with the noise cancelling feature turned on. My husband was also disappointed because they are not supported with the PS4 (although there are claims they work with the PS5) and although they connected seamlessly to his PC while gaming, he had a lag with his microphone because it seems that this headset has two separate drivers (one for the audio, and the other for the mic input). I will be returning his headset since I paid too much for him not to be able to use them for all purposes. And I'm debating whether or not to return mine...the noise cancelling feature was not as good as my previous headset.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, December 6, 2020
Hi TwinNo2,
We regret to hear that you are having issues with your Sony wireless headphones. This is definitely not the experience we want you to have. One of the best ways to isolate and most of the time, resolve any software-related issues, is by updating the firmware of the headphones. The software update includes key features, applications, bug fixes, and feature improvements. Feel free to test the headphones again and verify if it resolves the issues. For PS4, we highly recommend using the dedicated PlayStation headphones for a better gaming experience.
Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:
Name:
Sony website Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Vincent
We regret to hear that you are having issues with your Sony wireless headphones. This is definitely not the experience we want you to have. One of the best ways to isolate and most of the time, resolve any software-related issues, is by updating the firmware of the headphones. The software update includes key features, applications, bug fixes, and feature improvements. Feel free to test the headphones again and verify if it resolves the issues. For PS4, we highly recommend using the dedicated PlayStation headphones for a better gaming experience.
Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:
Name:
Sony website Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Vincent
Written by a customer while visiting sony.com
Customer Rating
1
ANC does not work as advertised.
on August 22, 2020
Posted by: DisappointedCustomer99
Gender:Male
- I returned my Bose NC700 headphones and purchased these in the hope that they are better at ANC.
- I use ANC headphones for studying, with ANC turned on (to the max), without music playing in the background.
- At coffee shops, these headphones let in:
1) music,
2) its lyrics,
3) people's and cashiers' voices about 35 feet away from me (both muffled), and
4) coffee machines in the background (loudly).
1) music,
2) its lyrics,
3) people's and cashiers' voices about 35 feet away from me (both muffled), and
4) coffee machines in the background (loudly).
- Latest firmware/software.
- Informed customer service, they recommended exchanging the device, I exchanged the device but I am still experiencing the same issue.
- This leads me to believe that this is a software/firmware issue.
- I hope that Sony addresses this issue in the near future.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, August 25, 2020
Hi DisappointedCustomer99, oh no! We regret to hear that the ANC did not meet your expectations. This is definitely not the experience we'd like you to have. Please allow us to help you.
If the effect of noise canceling is not sufficient. Please check the following:
Make sure that the noise canceling function is turned on.
Adjust the headset into a comfortable position.
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.
Check that the Adaptive Sound Control is turned off. Check the setting of the Adaptive Sound Control on the “Sony | Headphones Connect” app. When the Adaptive Sound Control is turned on, the noise canceling function may become insufficient.
For reference, please check the Help Guide:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752735.html
I hope this helps but if you still need assistance, do not hesitate to drop us an email at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Erin
If the effect of noise canceling is not sufficient. Please check the following:
Make sure that the noise canceling function is turned on.
Adjust the headset into a comfortable position.
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.
Check that the Adaptive Sound Control is turned off. Check the setting of the Adaptive Sound Control on the “Sony | Headphones Connect” app. When the Adaptive Sound Control is turned on, the noise canceling function may become insufficient.
For reference, please check the Help Guide:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752735.html
I hope this helps but if you still need assistance, do not hesitate to drop us an email at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Erin
Written by a customer while visiting sony.com
Customer Rating
1
Not Sound Canceling At All -- WH-1000XM3 Better :/
on November 6, 2020
Posted by: MedicalStudentduringCOVID
Gender:Female
I returned my WH-1000XM3 because the WH-1000XM4 came out right as I bought the previous. I only got to use my WH-1000XM3 for 1 week, but I LOVED them! They were so quiet no matter where I studied and I was so excited to get "even better" headphones, have the "best noise canceling out there", and even about being able to connect to multiple devices. As a medical student I have to do this often. I was highly disappointed to find out recently, while the condo next to me started doing a little bit of updating and kids played at the pool 4 flights below me, I could hear so clearly that it was like I had no headphones on at all, even with the highest level of noise-canceling setting on. It was too late for me to return or exchange these headphones or I would!!! I have done every setting adjustment including optimizing the headphones to "better noise canceling", but even in doing so I can clearly hear a friend across the room speak quietly with a lecture video volume on loud. Since a lot of our classes have to be at home right now and the vast amount of studying done not in a classroom, I am highly disappointed in this pair. I am not sure if it is just my pair, but even at a quite coffee shop with these headphones on I can hear every word of any conversation across the shop (even with social distancing). I hope there is an update that fixes this. If I was not currently paying medical school tuition I would go back and buy the previous pair again, the WH-1000XM3, and throw these out!!! Also, the functionality with Alexa never seems to work despite working on it for weeks. My boyfriends WH-1000XM2 are significantly better despite being two generations back and being 3 years old. Please let me know if there is an update to better this because I normally love Sony and am desperate to better the noise canceling function, as right now it is non-existent for my pair. I am hoping this is just a flaw of the one that was sent to me and not how all the new generation functions, because if this is how ALL of the new generations of WH-1000XM4 functions, because if so this was a MASSIVE STEP BACKWARDS for Sony!!
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, November 9, 2020
Hi there,
We are so sorry if the noise canceling function of our WH-1000XM4 did not meet your needs and expectations. This is definitely not the experience we wanted you to have in our product. We have some troubleshooting steps that might help you isolate the problem. If you haven't yet, please follow the instructions below:
• Make sure that the noise canceling function is turned on.
• Adjust the headset into a comfortable position.
• 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.
• Check that the Adaptive Sound Control is turned off.
- Check the setting of the Adaptive Sound Control on the “Sony | Headphones Connect” app. When the Adaptive Sound Control is turned on, the noise canceling function may become insufficient.
• update the firmware of the headphones to the latest version (2.0.7). The software includes key features, applications, bug fixes, and feature improvements. For instructions, please visit https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads/00017022.
For Alexa, if you connect the WH-1000XM4 headphones to an iOS device with Amazon Alexa and then connect to another device with the Sony | Headphones Connect app, the Amazon Alexa device will be disconnected. This is a specification of Amazon Alexa and the Sony | Headphones Connect app. If this issue occurs while trying to connect the headphones to 2 devices simultaneously (multipoint connection), disconnect the Bluetooth from the first device, and see if it resolves the problem.
Despite the issues, we really appreciate you love the noise canceling feature of our WH-1000XM3.
If this does not help, please send us an email at socialsupport@am.sony.com so we can better assist you. 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:
Sony.com Username:
Telephone Number:
Issue:
Model Number:
We're looking forward to your message!
Sincerely,
Romeo
Sony Social Support
We are so sorry if the noise canceling function of our WH-1000XM4 did not meet your needs and expectations. This is definitely not the experience we wanted you to have in our product. We have some troubleshooting steps that might help you isolate the problem. If you haven't yet, please follow the instructions below:
• Make sure that the noise canceling function is turned on.
• Adjust the headset into a comfortable position.
• 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.
• Check that the Adaptive Sound Control is turned off.
- Check the setting of the Adaptive Sound Control on the “Sony | Headphones Connect” app. When the Adaptive Sound Control is turned on, the noise canceling function may become insufficient.
• update the firmware of the headphones to the latest version (2.0.7). The software includes key features, applications, bug fixes, and feature improvements. For instructions, please visit https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads/00017022.
For Alexa, if you connect the WH-1000XM4 headphones to an iOS device with Amazon Alexa and then connect to another device with the Sony | Headphones Connect app, the Amazon Alexa device will be disconnected. This is a specification of Amazon Alexa and the Sony | Headphones Connect app. If this issue occurs while trying to connect the headphones to 2 devices simultaneously (multipoint connection), disconnect the Bluetooth from the first device, and see if it resolves the problem.
Despite the issues, we really appreciate you love the noise canceling feature of our WH-1000XM3.
If this does not help, please send us an email at socialsupport@am.sony.com so we can better assist you. 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:
Sony.com Username:
Telephone Number:
Issue:
Model Number:
We're looking forward to your message!
Sincerely,
Romeo
Sony Social Support
Written by a customer while visiting sony.com
Customer Rating
3
Bad implementation of basic features
on September 21, 2020
Posted by: doms1221
Gender:Male
I bought it a month ago and while my experience with them is good - all of the features are there, but the implementation of a lot of basic functions is pretty bad. Tap controls are often registered after third or fourth try and after headphones register it, the controls work just fine. This is definitely a bad optimization for battery saving. Chose one - physical buttons and battery optimization or touch controls and no battery optimization. You can't have both. "Pause when taken off" function isn't great either - it often starts playing when my headphones are around my neck. Turn on/off with button hold is a bad implementation (even if you must use the hold button, why is it so long? It's long enough so that it feels cumbersome and instead of instant turn on/off, it's an operation onto itself). Also, there is no way of seeing battery level while the headphones are charging which is laughable.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, September 22, 2020
Hi doms1221, we appreciate your review of the headphones. Sony takes all feedback seriously. Rest assured that this will help us improve our products.
On this site, we are able to provide assistance for customers in the US and Canada. We highly recommend visiting our Sony Global Web site for information on contacting the Sony Support Center in your region at http://www.sony.net/SonyInfo/Support/.
~Ralph
On this site, we are able to provide assistance for customers in the US and Canada. We highly recommend visiting our Sony Global Web site for information on contacting the Sony Support Center in your region at http://www.sony.net/SonyInfo/Support/.
~Ralph
Written by a customer while visiting sony.com
Customer Rating
3
Not loud enough
on August 20, 2020
Posted by: Z5380
Gender:Female
I got these today and wanted to love them. They aren't as loud as my old Beats. Sound quality and noise canceling is great, but I just wish they could go louder. I have downloaded the headphones app and tried every setting, but I still find it annoying they don't go quite loud enough.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, August 24, 2020
Hi Z5380,
We are sorry to hear about the issue with your unit. This is not the experience we want you to have. 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:
Hope to hear from you,
David
We are sorry to hear about the issue with your unit. This is not the experience we want you to have. 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:
Hope to hear from you,
David
Written by a customer while visiting sony.com
Customer Rating
1
Ear Cavity too small
on August 21, 2020
Posted by: annoyed12345
Gender:Male
If you have big ears beware buying these. They have the same exact problem as the 1000mx3 where my ears hit the inner wall of the headphones and I'm extremely uncomfortable after barely 20 minutes of use.
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Customer Support, August 26, 2020
Hi annoyed12345, we regret to hear that the earpad did not meet your expectations. This is definitely not the news we'd like to hear from you. We’ve taken note of your feedback on the earpads. We take this matter very seriously into consideration of our products. Sincerely, Erin
Written by a customer while visiting sony.com
Posted by: Go Fish
Gender:Male
Verified Purchase:Yes
Sony's earbuds have great tech and sound. Noise canceling is better than pretty much anything else. Sound is fantastic. Not too much bass and balanced overall. Fit is comfortable and fairly secure for walking and general movement. I would not advise for exercise. Battery life while batteries is about average for the amount I use them. They are not too short lived but a day of working and listening to movies, music and calls will require charging at least daily if not twice per day. Not very friendly to switch between devices on the earbuds. Long term battery life of the case and headphones is disappointing for the price point. Did not like the software that is paired with the product.
No, I would not recommend this to a friend.
Written by a customer while visiting sony.com