Customer Ratings & Reviews

Hi TaJohn,

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

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

To achieve the best fit and comfort, make sure that you are wearing the headphones properly. You may find this link helpful:

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

For the buzzing sound that you are hearing, please refer to the troubleshooting steps on this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783928.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 FredyT, Thank you for this amazing feedback! We're thrilled to hear that you feel the WF-1000XM5 is the best sounding earbud headphones you've ever owned. We're glad you love the exceptional noise cancelling, sound quality, great battery life, and overall features of your WF-1000XM5. It's good to know you're utilizing the different customizations and built-in equalizer on the Sony Headphones Connect app. Thank you so much for choosing Sony! -Jess

Hi FernandoM, great! We're glad you like the sound quality of our product! Thanks for choosing Sony! ~Earl

Thanks for commenting, Brent!

We are truly delighted to know that you love your WF-1000XM5 and that you're enjoying its amazing performance. 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 recommending our WF-1000XM5 and for choosing Sony!

- Romeo

Hi HuwM, we're glad you are enjoying our product. Thanks for choosing Sony. ~Earl

Hi edamb, We are thrilled to learn that the Sony WF1000XM5 earbuds have left a lasting impression on you with their exceptional sound quality! It’s remarkable to see how they uphold the impressive audio standards set by the WF1000XM4, all while being more compact. Continue sharing your wonderful reviews, and thank you for placing your trust in Sony! -Jess

Hi EzequielR,

Perfect! We're thrilled that you are enjoying the design and noise canceling function of the headphones. Thank you for choosing Sony!

-Ralph

Hi Highwayman,

Perfect! We're glad that you are enjoying the sound quality, fit, and user-friendly functions 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

Thank you for the excellent review, HHir!

We are so pleased to hear that your WF-1000XM5 earbuds are working great for you!

It’s fantastic to know that you are enjoying the nice sound quality and especially the industry-leading noise canceling, which is great at keeping sound out so you can focus on your audio.

Thank you again for choosing Sony!

Best regards, Gus, Sony Social Media Team

Hello NicholeW,

Thank you for choosing Sony!

We’re excited to hear that the WF1000XM5 earbuds have provided you with long-lasting performance. It’s rewarding to know they continue to deliver exceptional quality and reliability over the years. Thank you for sharing your positive experience with us!

Best regards,
-Fred

Hi GavinT,

We feel privileged to know that the Sony WF1000XM5 are the best headphones you’ve ever owned. Thank you for your continued love and support of Sony products!

Regards,
Dominck

Hi ChristineE,

We regret to know that you're not having the best experience with your WF-1000XM5 and you've been running into some issues, particularly with the noise cancellation and fit of the unit. This is not the experience we want you to have. 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, you may not obtain the correct sound qualities, noise canceling effects, or call performance.

To ensure optimal performance, as well as to obtain the best fit and prevent the headset from falling out, we recommend to change the earbud tips to ones that fit more snugly in your ears. If you feel earbud tips are difficult to put into your ears, change the size of earbud tips or squeeze earbud tips lightly before wearing the headset. When wearing them, gently pull up on the top of your ears, put the earbud tips in your ear canal, and then twist the earbuds into place. This makes sure the earbuds are firmly in the ear canal.

As for insufficient noise canceling effects, we recommend to make sure to turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it. The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.

It's also unfortunate that the unit had to be returned. We could've walked you through with some troubleshooting and offer assistance with our product.

We hope you will consider Sony again in a future purchase. Thank you for the feedback.

Sincerely,
Jess

Hi Cgomez15, we're glad you are enjoying our product! 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! ~Earl

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

Hi Taurus,

While we are glad to know about your satisfaction with the amazing noise canceling feature, exceptional call quality and Bluetooth connectivity of your WF-1000XM5, we are really sorry if they didn't fit you well. For optimum fit, comfort and to obtain the correct sound qualities, we always recommend following the steps on these links:
https://www.sony.com/electronics/support/articles/00262839
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html

I hope this helps.

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 Tbrain,
Thank you for your time writing this review! While we are glad you like the WF1000XM5, we're sorry to hear your difficulties in wearing the earbuds. Here are some tips for getting a good fit with the WF1000XM5:
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.
Put the headset unit with the (left) mark into your left ear and the headset unit with the (right) mark into your right ear.
If you feel it is difficult to put the earbud tips into your ears, squeeze the earbud tips lightly before wearing the headset.
Hold and rotate the headset unit with your thumb, index, and middle finger to adjust the headset to fit your ear.
After putting the headset unit into your ear, hold the side of the headset unit with your fingers and slowly push the earbud tip into your ear canal.
Use the video function on your smartphone to check the fit on your ears.
Wait for about 10 seconds for the earbud tip shape to stabilize.
For more details, please check this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

Should you need further assistance, feel free to contact us by sending an email to socialsupport@am.sony.com with the following:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

Sony values customers opinion as we always strive to deliver the best experience possible. We appreciate your feedback and thanks again for purchasing Sony. - Kris

Hello RosaD,

Thank you for choosing Sony!

We're elated to hear that you’re enjoying the WF1000XM5 earbuds with their clear sound quality and impressive bass. Your recommendation means a great deal to us, and we’re grateful that our product is enhancing your listening experience. Thank you for sharing your positive feedback!

Best regards,
-Fred

Hi Timothy, You've made an excellent choice! Thank you for upgrading to your new WF-1000XM5 earbud headphones. We're glad you're enjoying all the improvements we made on these earbuds. We hope you enjoy the WF-1000XM5, not only as noise canceling music listening devices, but as communication tools. Thank you for choosing Sony! -Jess

Hi iiGR33DYii, thank you for your honest review of the Sony - WF1000XM5. We're very glad to hear you're enjoying the powerful bass and the impressive noise cancellation, it's great to know the music experience stood out for you!

We're sorry to hear you're having issues with the call quality. That's definitely something we take seriously, and here are some troubleshooting steps that may help:
1. Make sure the earbuds are worn properly. Hold and rotate the headset unit with your thumb, index, and middle finger to adjust the headset to fit your ear.
2. If there is a gap between your ears and the headset units, your ears may not be sealed properly. Try the different ear tips included with the unit and Perform [Determines Optimal Earbud Tips] on the “Sony | Headphones Connect” app and confirm that [Earbud tips are air-tight.] is displayed.
3. Make sure the earbuds are updated to the latest firmware through the Sony Headphones Connect app.

If the issue continues, our support team is available to help you further. You can contact them through: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony products!

Regards,
Dominick