Customer Ratings & Reviews

Hi DeshayneB, sweet! We're glad you love your new earbuds! Thanks for choosing Sony! ~Earl

Hi DigedaP,

Thanks for commenting. While we are thrilled to hear your satisfaction with the amazing noise canceling feature of your WF-1000XM5, we are really sorry if you're experiencing an issue when using them for phone calls. To resolve this problem, let's try to isolate and address it by following the troubleshooting steps on these articles:
https://www.sony.com/electronics/support/articles/00298371
https://www.sony.com/electronics/support/articles/00232102
https://www.sony.com/electronics/support/articles/00298369

Should you need more assistance or information with our product, please email us at socialsupport@am.sony.com with the following details so we can best assist you.

Name:
BestBuy Username:
Model Number:
Issue:
Telephone Number:

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.

Best regards,

Romeo

Awesome, Med3! Glad you like your new headphones. Enjoy and thanks for choosing Sony! -Craig

Hi TommyM,

Very nice! We're glad to hear that you're enjoying the sound and noise canceling of the headphones. We appreciate the recommendation and thank you for choosing Sony!

-David

Hi Quality,

That's great! We're glad to hear that you like the fit and sound quality of your new Sony headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David

Hi ArtieR,
Thank you for your valuable feedback regarding the WF-1000XM5 earbuds. We sincerely apologize for any disappointment you've experienced with the noise-cancelling feature. Your insights are essential in helping us improve our products.

To enhance your listening experience, we recommend adjusting the noise-cancelling settings through the Sony | Sound Connect app. This app allows you to customize the noise-cancelling levels and optimize performance based on your environment.

Thanks for considering Sony products and for your feedback!
Regards,
Estefany

Hi Proplayer, nice! Glad you are happy with your new earbuds! Thanks for choosing Sony! ~Earl

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

Hello FELIPEA,

Thank you for choosing Sony!

We're excited to hear that the WF1000XM5 are the best earbuds you've invested in. It's fantastic to know they've made such a strong impression that you'd buy them again or even upgrade. Thank you for sharing your experience!

Best regards,
-Fred

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

Hi JordanC,

Amazing! We are extremely pleased to hear your satisfaction with the exceptional sound quality and amazing features 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 very much for the perfect star review and for choosing Sony!

- Romeo

Hi JonnathanR, we're glad you like the sound quality of our product. We understand your feedback regarding the fit of your Sony unit. You can 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. Please check this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing

If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi JohnnyM, We're very grateful for this positive feedback! Thank you for this amazing review of your WF-1000XM5. It's wonderful to hear it meets your expectations and you are enjoying the excellent noise canceling feature of these earbud headphones. Thank you for giving the product a perfect rating and for choosing Sony! -Jess

Hi SonyWF1000XM4, Thanks for the 5-star rating! We're glad you're happy with your purchase. Make sure to keep your device's firmware up to date to enjoy all its features. Thanks for choosing Sony! -Craig

Hi DaniellaR, we're glad you like 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. Thank you very much for choosing Sony! ~Earl

Hi ShaW, Thank you for the feedback on your experience with your WF1000XM5! We're glad to hear it works really well for music and calls. We appreciate your suggestion regarding the app's user-friendliness and will take it into consideration for future updates.
Regarding the fit of the earbuds, we recommend trying different sizes of the included ear tips to ensure a more secure fit. This can help prevent the earbuds from feeling like they are slipping out. For more details on how to wear them properly, please refer to this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

Hope this helps and thanks for choosing Sony! -Sam

Hi TylerC,

Fantastic! We're extremely pleased to know that you are satisfied with the amazing sound & call quality, very comfortable fit, and superb performance 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 very much for the perfect star review and for choosing Sony!

- Romeo

Thank you for the great review, WilliamP!

We are happy to hear that your WF-100XM5 earbuds are your "go to" choice among your collection.

Thank you for choosing Sony!

Best regards, Gus, Sony Social Media Team

Hi ACDDemo, we're glad you love our product! 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