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
5
The best in the industry
on September 15, 2025
Posted by: Manoharre
Top product ,which i am experiencing. would recommend to every one
Response from sony.comBy Estefany, Sony North America Customer Support, September 16, 2025
Hi Manoharre, Thanks for sharing your experience! We are delighted to hear you're so impressed with your WH-1000XM4 headphones. It's fantastic to know you're finding them to be a top-tier product and would recommend them to others. We appreciate you choosing Sony! Best regards, Estefany
Written by a customer while visiting sony.com
Posted by: Zencat
Gender:Male
Verified Purchase:Yes
Crispy sound with adequate bass.Love it so far....
I would recommend this to a friend!
Response from sony.comBy Gus, Sony North America Customer Support, October 5, 2025
Thank you for your fantastic review, Zencat! We are so pleased to hear that you are loving your WH-1000XM4 headphones and that they are providing both crispy sound with adequate bass. That balance is exactly what we strive for in the design of our premium wireless headphones! We appreciate you choosing Sony for your listening experience. Best regards, Gus, Sony North America Customer Support
Written by a customer while visiting sony.com
Customer Rating
5
WH-1000XM4 — Where Sound Builds Intelligence
on October 18, 2025
Posted by: AdiZen
Gender:Male
Verified Purchase:Yes
These headphones deliver more than just silence — they create a space for clarity. The noise canceling is adaptive and immersive, with pressure optimization that makes flights feel like floating. The soundstage is rich and multidimensional, with Sony’s 8D surround effect adding depth and motion to music and media.
The customizable AI button is a standout. Whether linked to Google Assistant, Alexa, or Gemini AI, it transforms the headset into a responsive, voice-driven interface. It doesn’t just play music — it listens, learns, and adapts.
A brilliant fusion of audio engineering and intelligent design.
The customizable AI button is a standout. Whether linked to Google Assistant, Alexa, or Gemini AI, it transforms the headset into a responsive, voice-driven interface. It doesn’t just play music — it listens, learns, and adapts.
A brilliant fusion of audio engineering and intelligent design.
I would recommend this to a friend!
Response from sony.comBy Gus, Sony North America Customer Support, October 19, 2025
Thank you for this exceptional and insightful review, AdiZen!
We are absolutely thrilled to hear that your WH-1000XM4 headphones are delivering a listening experience that goes beyond expectations, creating a "space for clarity." It's incredibly rewarding to know that you find the adaptive and immersive Noise Canceling so effective, especially with the pressure optimization that enhances your travel experience.
Your appreciation for the sound quality—describing the soundstage as rich and multidimensional—is fantastic validation of our audio engineering efforts.
We are also delighted that you consider the customizable AI button a standout feature. We designed it to be a truly responsive, voice-driven interface that not only plays music but also listens, learns, and adapts to your needs.
Thank you again for your strong recommendation and for recognizing the XM4 as a "brilliant fusion of audio engineering and intelligent design."
Best regards,
Gus, Sony North America Customer Support
We are absolutely thrilled to hear that your WH-1000XM4 headphones are delivering a listening experience that goes beyond expectations, creating a "space for clarity." It's incredibly rewarding to know that you find the adaptive and immersive Noise Canceling so effective, especially with the pressure optimization that enhances your travel experience.
Your appreciation for the sound quality—describing the soundstage as rich and multidimensional—is fantastic validation of our audio engineering efforts.
We are also delighted that you consider the customizable AI button a standout feature. We designed it to be a truly responsive, voice-driven interface that not only plays music but also listens, learns, and adapts to your needs.
Thank you again for your strong recommendation and for recognizing the XM4 as a "brilliant fusion of audio engineering and intelligent design."
Best regards,
Gus, Sony North America Customer Support
Written by a customer while visiting sony.com
Customer Rating
1
Fall apart in a month, Sony won't help.
on December 14, 2025
Posted by: CeeMVee
Gender:Female
I was gifted these in September 2025. Less than a month later, they fell apart. Sony says this is a hardware issue and not covered by warranty.
No, I would not recommend this to a friend.
Response from sony.comBy Gus, Sony North America Customer Support, December 15, 2025
Thank you for sharing your feedback, CeeMVee.
We are truly sorry to hear about the failure of your WH-1000XM4 headphones, especially since they were a gift received so recently. We sincerely apologize for the frustration and disappointment you are experiencing with a premium product falling apart so soon after use.
We understand that you've been informed this issue is not covered under the standard warranty. Based on the details provided, we recognize that this type of damage is typically not considered a result of normal wear and tear and is therefore unfortunately outside the terms of our limited warranty.
However, we want to help you get back to enjoying your music quickly. We have partnered with our parts supplier, Encompass, to offer a specialized, low-cost repair solution.
Please note this specific offer is only for the broken headband on this model and does not cover other headphone issues or other models. You can contact them directly for service:
Phone: 1-866-835-1146
Email: service@encompass.com
Hours: Monday - Friday: 8:00 am - 6:00 pm EST
We appreciate you bringing this to our attention and regret that we were unable to resolve this for you directly under warranty. We hope this repair option provides a quick solution.
Best regards, Gus, Sony Social Media Team
We are truly sorry to hear about the failure of your WH-1000XM4 headphones, especially since they were a gift received so recently. We sincerely apologize for the frustration and disappointment you are experiencing with a premium product falling apart so soon after use.
We understand that you've been informed this issue is not covered under the standard warranty. Based on the details provided, we recognize that this type of damage is typically not considered a result of normal wear and tear and is therefore unfortunately outside the terms of our limited warranty.
However, we want to help you get back to enjoying your music quickly. We have partnered with our parts supplier, Encompass, to offer a specialized, low-cost repair solution.
Please note this specific offer is only for the broken headband on this model and does not cover other headphone issues or other models. You can contact them directly for service:
Phone: 1-866-835-1146
Email: service@encompass.com
Hours: Monday - Friday: 8:00 am - 6:00 pm EST
We appreciate you bringing this to our attention and regret that we were unable to resolve this for you directly under warranty. We hope this repair option provides a quick solution.
Best regards, Gus, Sony Social Media Team
Written by a customer while visiting sony.com
Customer Rating
1
Worst sound quality probably in all of history
on December 15, 2025
Posted by: Anonymous
Gender:Male
I just bought this and I hardly ever return anything, especially not headphones but the sound quality was genuinely atrocious. The headphones themselves are quite small but pretty comfortable, they look good while wearing, but the sound quality is lacking in almost every way. It sounded like a needle piercing every note into my ears. I tried switching the equalizer and it hardly helped at all. They came out with really good headphones for cheaper about a year after these so I recommend the wh-ch720n’s instead of the xm-4’s. They are much more comfortable, have 1000 times better sound quality, and are more affordable. Please don’t waste your money on this.
No, I would not recommend this to a friend.
Response from sony.comBy Estefany, Sony North America Customer Support, December 16, 2025
Hi there,
Thanks for sharing your honest feedback about the WH-1000XM4 headphones. We're glad you liked the comfort and look and we truly appreciate that positive input. However, we're really sorry to hear the sound quality disappointed you. We know that great sound is the most important part of the experience and we regret that we missed the mark here.
We're here to help and would be happy to provide some troubleshooting steps to get this resolved.
-Update your headphones’ firmware using the Sony | Sound Connect app.
-Try pairing the headphones with a different device to see if the issue persists.
-Also, just to make sure you're getting the best sound, double check that you're using the 'Priority on Sound Quality' setting over the 'Priority on Stable Connection' setting in the app.
We want you to be happy with your Sony purchase. If those steps don't help, please feel free to reach out directly to our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks for considering Sony. We apologize for your experience
Warm regards,
Estefany
Thanks for sharing your honest feedback about the WH-1000XM4 headphones. We're glad you liked the comfort and look and we truly appreciate that positive input. However, we're really sorry to hear the sound quality disappointed you. We know that great sound is the most important part of the experience and we regret that we missed the mark here.
We're here to help and would be happy to provide some troubleshooting steps to get this resolved.
-Update your headphones’ firmware using the Sony | Sound Connect app.
-Try pairing the headphones with a different device to see if the issue persists.
-Also, just to make sure you're getting the best sound, double check that you're using the 'Priority on Sound Quality' setting over the 'Priority on Stable Connection' setting in the app.
We want you to be happy with your Sony purchase. If those steps don't help, please feel free to reach out directly to our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thanks for considering Sony. We apologize for your experience
Warm regards,
Estefany
Written by a customer while visiting sony.com
Posted by: Ian787
Verified Purchase:Yes
There is an abnormal sound from my headphones. When I walk, I feel something shaking inside them. I even only used it for a month and charged it once
No, I would not recommend this to a friend.
Response from sony.comBy Sony North America Support, December 31, 2025
Hi Ian787,
We are sorry to hear about the abnormal sound in your WH-1000XM4. Please try turning off "Noise Canceling" and "Ambient Sound Control" in the Sony | Headphones Connect app to see if the sound persists, as walking vibrations can sometimes cause feedback in these modes. Additionally, ensure your firmware is updated to the latest version and try a factory reset; however, since you feel a physical shaking inside, this may indicate a loose component or a hardware issue covered under your warranty. Please contact our official support team or visit an authorized service center for an inspection: https://us.esupport.sony.com/support/s/support-contact?language=en_US.
Thanks for choosing Sony.
Best regards,
Eliab
We are sorry to hear about the abnormal sound in your WH-1000XM4. Please try turning off "Noise Canceling" and "Ambient Sound Control" in the Sony | Headphones Connect app to see if the sound persists, as walking vibrations can sometimes cause feedback in these modes. Additionally, ensure your firmware is updated to the latest version and try a factory reset; however, since you feel a physical shaking inside, this may indicate a loose component or a hardware issue covered under your warranty. Please contact our official support team or visit an authorized service center for an inspection: https://us.esupport.sony.com/support/s/support-contact?language=en_US.
Thanks for choosing Sony.
Best regards,
Eliab
Written by a customer while visiting sony.com
Customer Rating
5
🔥🔥🔥
on January 4, 2026
Posted by: Bavant
These are by far may favorite headphones to the point I ordered a backup pair.
Response from sony.comBy Fred, Sony North America Customer Support, January 5, 2026
Hello Bavant,
Thank you for choosing Sony!
We couldn't be happier to hear that the WH-1000XM4 headphones have become your favorite to the extent of ordering a backup pair. It’s truly rewarding to know our product delivers such a great experience that you want to keep it close.
Best regards,
-Fred
Thank you for choosing Sony!
We couldn't be happier to hear that the WH-1000XM4 headphones have become your favorite to the extent of ordering a backup pair. It’s truly rewarding to know our product delivers such a great experience that you want to keep it close.
Best regards,
-Fred
Written by a customer while visiting sony.com
Customer Rating
2
Why would you do this.
on January 6, 2026
Posted by: Zamenia
I got these headphones for Christmas, and I'm extremely disappointed. The sound quality is good. The Battery life is great. The noise cancelling is superb. However, my biggest gripe is also it's biggest weakness. The touch controls. What the hell is that? My 70 dollar Raycons which I bought 3 years ago, have dedicated buttons for volume control and song skipping. I'm in a situation where I cannot access my phone for volume control, so I have to rely on the headphones to adjust the volume quickly. To go from max volume to the lowest with this stupid touch sensor takes about 10 entire seconds. Not only that, but I can't sleep with these due to the sensor. Putting it against anything makes it freakout and start doing random stuff. These are pretty good sounding headphones, but I would never try to use them in public due to how much this touch panel is either unresponsive, slow, or just generally clunky.
Response from sony.comBy Fred, Sony North America Customer Support, January 6, 2026
Hello Zamenia,
Thank you for considering Sony products.
We’re delighted to hear your positive feedback on the WH-1000XM4 headphones’ sound quality, battery life, and noise cancelling features. We apologize for the inconvenience caused by the touch controls and sensitivity issues you’ve experienced. We understand how these challenges can affect your user experience, especially when adjusting volume quickly or using the headphones to rest.
To help improve touch sensor responsiveness, please consider the following:
Ensure Proper Contact: The touch sensor is on the flat surface of the right earcup. Make sure your finger fully contacts this area while operating. More details: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html
Wear the Headphones Correctly: Proper positioning of the earcups and adjustment of the headband are essential for optimal touch control function. More details: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002928786.html
Adjust Touch Control Settings: Customize touch functions via the Sony | Headphones Connect app to enhance responsiveness. Instructions here: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0002935904.html
If these steps don’t resolve the issue, please contact our support team for further assistance: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
We appreciate your feedback and are committed to improving your experience.
Best regards,
-Fred
Thank you for considering Sony products.
We’re delighted to hear your positive feedback on the WH-1000XM4 headphones’ sound quality, battery life, and noise cancelling features. We apologize for the inconvenience caused by the touch controls and sensitivity issues you’ve experienced. We understand how these challenges can affect your user experience, especially when adjusting volume quickly or using the headphones to rest.
To help improve touch sensor responsiveness, please consider the following:
Ensure Proper Contact: The touch sensor is on the flat surface of the right earcup. Make sure your finger fully contacts this area while operating. More details: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html
Wear the Headphones Correctly: Proper positioning of the earcups and adjustment of the headband are essential for optimal touch control function. More details: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002928786.html
Adjust Touch Control Settings: Customize touch functions via the Sony | Headphones Connect app to enhance responsiveness. Instructions here: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0002935904.html
If these steps don’t resolve the issue, please contact our support team for further assistance: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
We appreciate your feedback and are committed to improving your experience.
Best regards,
-Fred
Written by a customer while visiting sony.com