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Customer Ratings & Reviews

Sony - 1000XM2 Premium Wireless Noise Cancelling Headphones - Black-Angle_Standard

Customer rating

Rating 4.7 out of 5 stars with 1332 reviews

94%
would recommend to a friend

Expert rating

Rating 4.6 out of 5 stars with 13 reviews

Pros

Cons

Customer ratings & reviews

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Page 1, showing1-18 of 18 Reviews
  • Rating: 1 out of 5 stars

    They sound good but they WILL BREAK

    Posted
    Aaronrocksg
    • My Best Buy® Elite Member

    First of all, the headphones sound good and the noise cancelling works well. The issue is that Sony didn't fix the headband crack issue that they claimed to have fixed. I've had the headphones for a few months now and the headband has cracked at the hinge. Just like it did on the 1000X's. The crack is beginning but tends to make the headphones completely fall apart. I called Sony about getting them fixed, and was told that the warranty does not cover "physical damage". There are no signs of physical damage anywhere on the headphones. I've been extremely careful with them. They're kept in the hardshell case whenever I'm not wearing them. Sony's refusal to admit a common manufacturing issue and instead blame it on the buyer is ridiculous. I will not be buying any more Sony products after the experience I had with their customer . If you decide to purchase these headphones, be aware that your $350 will get you headphones that break after 6 months, with the same issue that has broken many other pairs, and that Sony won't replace them. Skip these headphones and instead get headphones from Bose, as they will actually stand behind their customers and their warranty.

    No, I would not recommend this to a friend

  • Rating: 1 out of 5 stars

    Disattisfied product owner

    Posted
    Maud

    I bought this headset in November, 2017 and have enjoyed using it with all its features. This past week though, I found it breaking apart after only 6 months of use. The plastic parts on the left and right hand side of the headset have began to break off. I called Sony customer service only to be told that the physical damage is not covered under warranty, and their resolution was an offer to purchase a discounted headset. After paying $375 for this headset, I didn't find this to be a satisfactory option. I was expecting Sony to replace the plastic parts that have broken off, most likely due to poor workmanship/cheap parts as I am a careful with my products, especially when i pay such a high amount. Potential buyers beware: the plastic components can break off and Sony doesn't care to offer a satisfactory resolution.

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi Maud, this is definitely not the experience we would like you to have. Please be assured we take this very seriously and continuously strive to improve our products. Please send us an email at socialsupport@am.sony.com with your case or reference number. Let us see how we can be of assistance. -Erin sony_US

  • Rating: 1 out of 5 stars

    Headband still cracking

    Posted
    Sherry

    I love everything else about this headset, but I purchased it on 9/19/17 and the band is cracked *exactly* in the same spot the previous model was cracking. Sony PR reached out on Amazon when this product debuted in early September of 2017 and assured potential buyers (like me) that the materials had be changed to eliminate the issue. I can tell you that the problem is not gone, and it's only a matter of time before your band will crack too. I gingerly took care of these, knowing in advance that the headband would crack, and sure enough, it did, by May of 2018. Sony has not addressed the issue, and there are horror stories on Reddit and in Amazon reviews around Sony's support. Please be aware, these sound great, but are cheaply made for $350.

    No, I would not recommend this to a friend

  • Rating: 1 out of 5 stars

    Not as advertised. No noise cancelling w/o music/

    Posted
    AlanW
    • Verified PurchaserVerified Purchase
    • My Best Buy® Member

    The second time I used the headset I discovered that it turns off every four to five minutes. This is extremely annoying and is unsatisfactory. I called Sony’s support telephone line and was informed that this behavior is because I was not listening to music. I was told that to avoid these four minute turn offs I would need to attach a cord as if I was listening via a cable. There is no indiction that the noise canceling requires that you are listening to music or have a cable plugged on the box or in the included instructions. I purchased this unit for its noise cancelling. Had I know that it would turn off every four minutes, I most certainly would not have purchased the unit. Best Buy said to contact Sony when I asked to return it as not fit for the advertised and intended use. Sony support said contact customer service. They have not responded to my request.

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi AlanW, We are sorry for any inconvenience you had experienced. We recommend resetting the unit first and then initialize the headset to restore factory settings to isolate the issue. For reference, please check the Help Guide below: http://helpguide.sony.net/mdr/wh1000xm2/v1/en/contents/TP0001513197.html
      http://helpguide.sony.net/mdr/wh1000xm2/v1/en/contents/TP0001513198.html

      Regards,
      -Erin sony_US

  • Rating: 1 out of 5 stars

    Don’t buy

    Posted
    Qtrung
    • Verified PurchaserVerified Purchase
    • My Best Buy® Elite Plus Member

    The headband broke in less than a year. Contacted Sony support for them to tell me they won’t cover it. Should’ve read the reviews but I figure that won’t be me. After a little back and forth with Sony they offered a minuscule discount on a new pair. If it wasn’t for the break the headphones would get a great review. Or if you intend to purchase these, I would recommend getting the protection plan through Best Buy seeing that Sony doesn’t care if there is a defect in their manufacturing process.

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi Qtrung, thank you very much for taking the time to share your concerns with us. Sony takes the voice of our customers very seriously and hearing all feedback - good and bad is important to us. We appreciate your feedback. Regards, ^Ron sony_US

  • Rating: 1 out of 5 stars

    Good sounding and ANC, but poor build quality

    Posted
    Kyle
    • Verified PurchaserVerified Purchase
    • My Best Buy® Member

    These sound great and the ANC works well, but there build quality is terrible. They are made of cheap plastic and the left side of the headphones creaks and clicks if you barely move. I have babied these and it already sounds like they are falling apart. It is loud and annoying and totally detracts from any benefit of the headphones. I contacted Sony support and haven't heard back... Terrible customer service! Do yourself a favor and get another brand!

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi Kyle, We regret to hear that this unit failed to meet your expectations. We're always looking to make Sony better. Thank you for sharing your feedback with us. Have a wonderful day! ~Zac sony_US

  • Rating: 1 out of 5 stars

    Do not buy

    Posted
    jerradpatch

    Do not buy this headset. This headset's soft plastic headband will break through normal usage within a year. In addition, Sony takes no responsibility for physical defects even though its due to the low quality of their product. I was honestly shocked by the low quality of this product and Sony's response, and I will not buy another Sony product.

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi jerradpatch,

      We are sorry to hear what happened. In this case, Please allow us to help you and make this a better experience. Please send us an email at socialsupport@am.sony.com including your product information and contact details and let us see how we can improve your experience.

      Regards,
      -David sony_US

  • Rating: 1 out of 5 stars

    Not as great as people say it is

    Posted
    Nadia

    Do these headphone have great sound, sure they do, are they great at a canceling out noise, sure they're but they're not very loud.... i was expecting to be blown away and im walking entirely not impressed. the deal breaker for me is that , they're not very comfortable and i mean seriously, even just letting them rest on my neck is uncomfortable. after a while i really couldn't stand it. not worth the 380, im sending these back... they're utter trash

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi Nadia, thank you very much for taking the time to share your concerns with us. Sony takes the voice of our customers very seriously and hearing all feedback - good and bad is important to us. We're always looking to make Sony better. Regards, ^Ron sony_US

  • Rating: 1 out of 5 stars

    5 MINS

    Posted
    Nghou

    I purchased these headphones because I spend a lot of time in the gym with my kids. Everything is great about the headphones except for 1 BIG THING!!!! THE NOICE CANCELLING FEATURE BEEPS AND TURNS OFF EVERY 5 MINS. This is unacceptable for a product in this price range designed to be a noise cancelling headphone. Imagine having to turn your TV on every 5 mins......

    No, I would not recommend this to a friend

  • Rating: 1 out of 5 stars

    Headband Cracked

    Posted
    Crack
    • Verified PurchaserVerified Purchase
    • My Best Buy® Member

    My headband cracked after normal gentle use. Will get bose next time. Btw, Sony support wouldn’t replace the plastic band that cracks. Even though many others are experiencing the same quality control issue. I’m done with Sony audio for good. BUYER BEWARE.

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi Crack,

      We are sorry to hear what happened. In this case, Please allow us to help you and make this a better experience. Kindly send us an email at socialsupport@am.sony.com including my name, model number and this feedback post in the email. Hope to hear from you.

      Regards,
      -David sony_US

  • Rating: 1 out of 5 stars

    Just okay

    Posted
    Mina
    • Verified PurchaserVerified Purchase
    • My Best Buy® Elite Member

    Not as noise canceling as they should be. I can rub my shoes on the floor and still hear the scratching with the noise cancelling on while watching tv or listening to music with them. They are also too big at the smallest setting for the headband and slide around on my head. For the price they should be perfect.

    No, I would not recommend this to a friend

  • Rating: 1 out of 5 stars

    Disappointed

    Posted
    Amrinder

    I was choosing between bose qc 35 2 and sony 1000xm2 and i chose to buy sony 1000xm2. The bluetooth connection keeps dropping from this headphone and it runs faster when it reconnects. Extremely disappointed with these issues and noise cancelling is not good ,it is average.Will return it tomorrow.

    No, I would not recommend this to a friend

  • Rating: 1 out of 5 stars

    Ok sound

    Posted
    mymy
    • My Best Buy® Elite Member

    Purchased less than four months; ear muffs are cracked, the band around head has cracked and the support is terrible. Sony will not warrant any parts. I have owned Bose previously. this product is no where near the quality of Bose. Run away fast and don't believe the reviews. MY

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi mymy, we're sorry to hear about this. Please reach us at socialsupport@am.sony.com with your concern so we can further assist you. Please also include your contact and product information. We will do our best to help. Regards, ^Ron sony_US

  • Rating: 1 out of 5 stars

    TERRIBLE

    Posted
    XXX88
    • Verified PurchaserVerified Purchase
    • My Best Buy® Member

    Sound quality is terrible, especially at this price point. My $20 Taotronics wireless earbuds are much better than these. I had everyone is the house compare them as well and they all thought the same. Definitely would NOT recommend these Sony headphones.

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi XXX88, We regret to hear that your device's performance failed to meet your needs. We'll make sure that this feedback reaches a relevant team if ever changes are needed as we want our consumers to have the best user experience. Thank you very much for your honest input. ~Ralph sony_US

  • Rating: 1 out of 5 stars

    Don't recommend

    Posted
    Unhappy
    • Verified PurchaserVerified Purchase
    • My Best Buy® Member

    They are too heavy and too hot and I wish I had not bought them. I bought lighter ones from an airport kiosk for about $50 and they are better. So sorry Bose stopped making the Quiet Comfort smaller headphones.

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi Unhappy, Sony takes into consideration all feedback to improve the performance and quality of our products and services. We're always looking to make Sony better. We appreciate your time sharing this feedback. Thank you -David sony_US

  • Rating: 1 out of 5 stars

    Scam

    Posted
    Mark
    • Verified PurchaserVerified Purchase
    • My Best Buy® Elite Member

    Used it in few Months and now it's not charging, PC not recognizing it...totally a garbage sorry to tell..

    No, I would not recommend this to a friend

  • Rating: 1 out of 5 stars

    My wife hates it!

    Posted
    Dissatisfied
    • Verified PurchaserVerified Purchase
    • My Best Buy® Member

    The cord provided requires that my wife sit only 2 feet from the Bose and cxan't recline or move. A bad $330 pourchase!

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi Dissatisfied, we regret that the headphones failed to meet your expectation. Please be assured we take this very seriously and continuously strive to improve our products. We'll pass what you've said onto proper department. Thank you. Erin sony_US

  • Rating: 1 out of 5 stars

    Lousy not worth the expensive price

    Posted
    snoopy1120
    • Verified PurchaserVerified Purchase
    • My Best Buy® Member

    Ended up returning. Although it was comfortable on my ears, I could barely hear anything

    No, I would not recommend this to a friend

    • Brand response

      SonyListens

      Hi snoopy1120, thank you very much for taking the time to share your concerns with us. Sony takes the voice of our customers very seriously and hearing all feedback - good and bad is important to us. We appreciate your feedback. Regards, ^Ron sony_US