Customer Ratings & Reviews

Thanks for sharing your feedback, NicolasG! It's unfortunate to hear that the fitting on your ears is not ideal, even after trying all available sizes of ear tips. Proper fit is crucial for maximizing both comfort and sound quality, as well as effective noise cancellation.

For assistance with this matter, please reach out to our support line. You can find contact options by following this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones.

We value your feedback and are committed to providing you with the best support possible. Thank you for choosing Sony!

Best regards,
Gus
Sony Social Media Team

Hi MrReview, Great! We're pleased to hear that you like the sound and noise canceling function. We appreciate your feedback and thank you for choosing Sony. Erin

Hi ShellyR, we're glad you like the noise canceling feature of our product! Thanks for choosing Sony! ~Earl

Hi ChanceJ, we're glad you like your new earbuds! The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity. Thanks for choosing Sony. ~Earl

Hi YingVang, Great! You definitely made the right choice. We're thrilled to hear you are enjoying all the improvements we made on these earbud headphones and that you feel the WF-1000XM5 is the best sounding earbuds that you've purchased. Thank you so much for trusting Sony! Your loyalty means everything to us. Regards, Jess

Hi ArceliousB,

Thanks for commenting! We are very happy to hear your satisfaction with the amazing sound quality of your WF-1000XM5. We greatly appreciate your feedback with the fit of the supplied Noise Isolation Earbud Tips.

The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-canceling performance on the market. Noise reduction algorithms developed with AI machine learning suppress ambient noise and ensure the person on the other end of the phone can hear your voice clearly even in noisy situations. For total convenience, the WF-1000XM5 can be paired with two Bluetooth devices simultaneously so, when a call comes in, your headphones can automatically connect to the right one. With an IPX4 water resistance rating, splashes and sweat won’t stop these headphones – so you can keep moving to the music.

Thank you very much for your purchase and for choosing Sony!

- Romeo

Hi JustinS, The WF1000XM5 is the best noise canceling earbuds, with two proprietary processors that cancel more external noise than ever, a new high performance driver unit, dual feedback microphones and Noise Isolation Earbud Tips. Thank you for choosing Sony! Regards, Carl

Hi Kokgoblin, Thanks for the 5-star rating! We're glad you like your new earphones. Enjoy and thanks for choosing Sony. -Craig

Hi Durangutan, perfect! You've certainly made a great choice! We are extremely pleased that it suits your needs. Thank you very much for sharing your excellent experience with your WF1000XM5 and for trusting Sony! - Romeo

Hi Moose,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the design and sound quality of the headphones. Your feedback about the fit and noise canceling function is greatly appreciated.

For optimum performance, make sure to install the latest software version of the headphones (via the Sony Headphones Connect app).

If the size of the earbud tips does not match the size of your ear canals or the headset is not worn properly in your ears, tap operations or Speak-to-Chat speech detection may not work correctly, or you may not obtain the correct sound qualities, noise canceling effects, or call performance. If any of this is the case, try the following.

-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.
-Check that you are wearing the headset properly in your ears. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible.

For more information, please refer to this link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

Aside from having the right fit, the other steps on this link may also help you have a better experience with the noise canceling function:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

Hope this helps. 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

Fantastic, Poois! We're truly happy to hear about your satisfaction with the amazing sound quality and smaller case design of your WF-1000XM5. Thank you so much for the perfect star review and for choosing the best brand, Sony! - Romeo

Hi Castulo, perfect! You've definitely made a great choice! We are thrilled to know that you're satisfied with the amazing sound quality and exceptional noise canceling feature of these headphones. Thank you very much for purchasing our WF-1000XM5 and for choosing Sony! - Romeo

Hello Rlp328,

Thank you for choosing Sony!

We’re elated to hear that you regard the WF-1000XM5 earbuds as the best you’ve ever owned. Your kind comparison to other brands truly reflects the quality and innovation we dedicate ourselves to delivering. It’s incredibly rewarding to know our product has made such a positive impact for you.

Best regards,
-Fred

Hi Hamza, we're glad you like your new earbuds! The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity. Thanks for choosing Sony. ~Earl

Hi Jamgar, thank you for sharing your feedback, and we're sorry to hear that the noise cancellation performance of the WF-1000XM5 did not meet your expectations, especially during your flight. We appreciate your positive comments about the earbuds' portability and sound quality.

Noise Cancellation can be influenced by several factors, and we want to help you get the best experience possible. Here are a few troubleshooting steps you might find helpful:

- Ensure the earbuds fit properly in your ears with the best size earbud tips for each ear, as improper fit can significantly reduce noise canceling effectiveness. The Sony | Headphones Connect app can help you measure air-tightness and find the optimal tip size.
- Confirm that Noise Canceling mode is activated, not Ambient Sound mode. You can toggle this directly on the earbuds or in the app.
- Try turning off the Adaptive Sound Control feature in the app, as it can automatically adjust noise cancellation based on detected activity, sometimes switching modes unexpectedly.
- If you’ve already checked these settings, you can reset or initialize the earbuds as a next step—returning them to factory settings to resolve potential software glitches.
- It’s important to note that while the WF-1000XM5 provides strong noise cancellation, it is most effective for low-frequency sounds such as engine noise from vehicles or planes, but some higher-frequency sounds may not be fully canceled.

If you continue to experience issues after trying these steps, please reach out to our support team for further assistance, as we’re committed to ensuring your satisfaction with our products.

Thank you again for your honest feedback—it helps us improve our products and service.

Best regards,
Gus
Sony Social Media Team

Hi Phil, we're glad you like the sound of our product. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity. Thanks for choosing Sony. ~Earl

Thanks for the 5-star review, DanielC! We're glad that you like them and we appreciate you recommending this product to others. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-canceling performance on the market. Noise reduction algorithms developed with AI machine learning suppress ambient noise and ensure the person on the other end of the phone can hear your voice clearly even in noisy situations. For total convenience, the WF-1000XM5 can be paired with two Bluetooth devices simultaneously so, when a call comes in, your headphones can automatically connect to the right one. With an IPX4 water resistance rating, splashes and sweat won’t stop these headphones – so you can keep moving to the music. Thank you for choosing Sony! -Craig

Hi BBall, Great! Thank you for upgrading to your new Sony WF1000XM5! We're glad you appreciate the XM5's more compact design, intuitive controls, and sound adjustment options to fit your preference. The WF1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-canceling performance on the market. Noise reduction algorithms developed with AI machine learning suppress ambient noise and ensure the person on the other end of the phone can hear your voice clearly even in noisy situations. For total convenience, the WF-1000XM5 can be paired with two Bluetooth devices simultaneously so, when a call comes in, your headphones can automatically connect to the right one. With an IPX4 water resistance rating, splashes and sweat won’t stop these headphones – so you can keep moving to the music. Thank you for choosing Sony! -Sam

Hi 3xtsyy,

Thanks for commenting. We are happy to hear your satisfaction with the cool design & performance of your WF-1000XM5. We truly appreciate your feedback regarding the tracking function, and we apologize if these headphones don't support it.

The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity.

Thank you very much for your purchase and for choosing Sony!

- Romeo

Hi DylanO,

Fabulous! We are truly delighted to know that you are satisfied with the amazing sound quality of your WF-1000XM5. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity.

Thank you for choosing Sony!

Best regards,

Romeo