Customer Ratings & Reviews

Hi krony58, we're glad you like the fit and sound quality of our product. We appreciate your feedback regarding the build of the WF1000XM5. Thanks for choosing Sony. ~Earl

Hi JockoMags, we're glad you are enjoying your new earbuds! Thanks for choosing Sony! ~Earl

Hi JadonF,
Thanks for the review. We're so glad to hear you're loving the sound quality of your WF-1000XM5s.

At the same time, we're really sorry to hear they aren't staying put. That can be super frustrating, especially when you're on the move. We'd recommend trying out the different sizes of earbud tips included in the box. Switching to a larger or smaller size can usually help find that "perfect fit" to keep them secure while you're working out.

Hope that helps, and thanks again for sharing your thoughts with us!

Thanks for considering Sony products.
Warm regards,
Estefany

Hi JackM,

We are thrilled to hear that the WF-1000XM5 earbuds are meeting all your needs for the workday! It’s great to know the battery life and performance are keeping up with your professional schedule.

Thanks for choosing Sony.

Best regards,
Eliab

Hi Alex,

You made the right choice with the Sony WF1000XM5! We're thrilled that you are enjoying the size and sound quality of the headphones. 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!

-Ralph

Perfect! You've definitely made a great choice, Ashley! We are extremely pleased to know about your satisfaction with the very comfortable fit design, exceptional sound quality, and amazing noise canceling feature of your WF-1000XM5. Thank you very much for sharing your awesome experience and for choosing Sony! - Romeo

Hi DanielR,

That's very nice to hear! We're glad that you're enjoying the noise canceling of the headphones. We're hoping for your next Sony purchase and thank you for support Sony!

-David

Hi lost687,

You made the right choice upgrading to the Sony WF-1000XM5! We're glad that you like the size, weight, fit, and sound quality of the headphones. 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!

-Ralph

Hi GabrielleF,

Thank you for your feedback on the WF-1000XM5 earbuds!
We’re glad to hear that you find them comfortable and appreciate their noise-canceling features. Regarding tracking lost pairs, we understand how convenient it would be to have that feature. Currently, the WF-1000XM5 does not offer offer tracking capabilities for lost earbuds. However, we value your suggestions and are constantly working to improve our products.

Thank you for choosing Sony.
Best regards,
Stephanie

Hi TorresG,

Thanks for commenting. While we are thrilled to know about your satisfaction with the amazing sound quality of your WF-1000XM5, we are really sorry you're experiencing Bluetooth connection issues while your headphones are placed in the charging case. This is certainly not the news we'd like to hear from you. To avoid this problem, please ensure that your headphones are placed correctly into the charging case so they turn off automatically. Place the left headset unit (the one with the tactile dot) back into the left hole of the charging case, and place the right headset unit back into the right hole of the charging case. Each headset unit will be positioned correctly in the charging case due to the built-in magnet. You may also try cleaning the contact points on the charging case and earbud headphones to further troubleshoot the issue. For more details, please refer to the following links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779810.html?search=when%20not%20use
https://www.sony.com/electronics/support/articles/00249895

I hope this helps.

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:

Thank you for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi jfh007, Thank you for the positive review! We're very pleased to hear you appreciate the excellent sound quality and a more compact design of your new Sony WF1000XM5. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best truly wireless noise-cancelling performance on the market1. With a specially designed driver unit, for wide frequency production, deep bass and clear vocals, these headphones are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. Thanks for choosing Sony! -Sam

Hi Solomon,

Perfect! We're glad that you are enjoying the sound quality of the headphones. It's also great that you were assisted professionally. Thank you for choosing Sony!

-Ralph

Hi TaraG,
Thanks for reaching out and sharing your experience.
It is most rewarding to hear how much you enjoy the sound quality of your WF-1000XM5, but we are truly sorry to hear that the right bud fell out and is now lost. We know how frustrating that is.

For this particular case and this model, a replacement is not yet available for purchase, but they will be soon. Please bookmark this article and check back for updates: https://www.sony.com/electronics/support/articles/00189241

In the future, we recommend using the Sony | Sound Connect app, which has a test to help you find the best tip size for a more secure fit.

Thanks for considering Sony and sharing your feedback.
Warm regards,
Estefany

Thank you so much for your wonderful feedback, JOSEPHC! We're thrilled to hear that you're enjoying the great sound quality and comfort of the WF-1000XM5. Your satisfaction is our top priority, and it's fantastic to know the earbuds are delivering a standout audio experience and fit for you. If you have any more insights or questions, please feel free to share.

Thank you for choosing Sony!

Best regards,
Gus
Sony Social Media Team

Hi Someone,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality, fit, and charging case of the headphones. Your feedback about the 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.

Aside from having the right fit, the other steps on this link may 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

Hi AngelLW,

Thank you for your 4-star review of the Sony WF-1000XM5 Truly Wireless Noise-Cancelling Earbuds! We're delighted to hear that you find the sound quality amazing and believe others "won't go wrong" with them.

We also appreciate you bringing up the distortion issue you've experienced, particularly with your S24 Ultra in crowded areas like New York City. This is valuable feedback. For this concern we can recommend checking the Sony | Sound Connect app, where there's an option to "Bluetooth Connection Quality." You can often choose between "Prioritize Sound Quality" (which uses higher-bitrate codecs like LDAC) and "Prioritize Stable Connection." Selecting the latter might reduce instances of distortion in busy areas by optimizing the connection for stability.

We hope the information comes in useful, thanks for choosing Sony!
DiegoV

Hi ClassyC,

Thank you for the purchase! We're glad to hear that you like the comfortable design and clear call quality of the headphones. Thank you for choosing Sony and enjoy your headphones!

-David

Hi Sauced9x0, Thank you for sharing your experience with the WF-1000XM5 earbuds. We're thrilled to hear that you found the sound quality to be on point. Regarding water resistance, the WF-1000XM5 earbuds have an IPX4 rating, which means they are protected against water splashing from any direction. It's impressive that your earbuds survived a trip through the dryer, although we recommend avoiding such situations to prevent potential damage. The touch sensor issue on your right earbud might be a result of the exposure to water and heat. For future reference, if your earbuds get wet, use a soft dry cloth to wipe off any water, remove the earbud tips, and shake the earbuds gently to remove any water from the sound conduits and microphone parts. Let them dry at room temperature. For more details, please refer to this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781399.html

We also appreciate your feedback about the "Find My iPhone" feature. While the WF-1000XM5 does not currently support this, we value customer suggestions and continuously strive to improve our products. Thanks for choosing Sony! -Sam

Hi TheRunesmen,

Thanks for the fantastic review! We're thrilled to hear you're enjoying the WF-1000XM5 earbuds' superb sound quality!

We appreciate you sharing your experience with the eartips. Finding the perfect fit is key to comfort, and we're so glad that you were able to resolve the issue by switching them out—the earbuds come with a variety of sizes precisely so every user can find a secure and comfortable fit for their ears.

Thanks for choosing Sony!

Sincerely,
Jenn | Sony Social Media Team.