Customer Ratings & Reviews

Hi Darucksa, Amazing! We're so happy to hear you like the great sound, ease of Bluetooth pairing, and excellent fit of your Sony WF1000XM5. Thanks for choosing Sony! -Sam

Hi Cruz,

We're glad that you like the sound quality of the headphones. It's unfortunate that you are having connectivity issues. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Headphones Connect app). Check that both earbuds are placed correctly on the charging case. Each headset unit will be set to the correct position in the charging case by the built-in magnet. Resetting and initializing the headset may also help resolve those issues. Please refer to the steps on these links:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

Note: For the WF1000XM4, refer to these links for steps to reset and initialize the headset:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428696.html
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428697.html

Hope this helps. If still not resolved or 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

Hello AlluSai,

Thank you for considering Sony products.

We’re honored to hear your comments and sincerely apologize for the connectivity and noise cancellation challenges you’ve encountered with the WF1000XM5 earbuds. We also appreciate your recognition of the sound quality, which is important to us.

To enhance your experience, we recommend trying all sizes of the included ear tips, including the foam tips, to ensure a secure fit—this is crucial for optimal connectivity and noise cancellation performance. The Sony Headphones Connect app offers an “Optimal Earbud Tips” feature that can assist you in finding the best fit.

Please follow the guidance here: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP1000450372.html

Additionally, selecting “Bluetooth Connection Quality” within the app may further improve your earbuds’ performance.

For more information, please visit: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP1000450368.html

We want to get this resolved for you! If the problem continues, the best next step is to contact our dedicated support team for advanced troubleshooting.

You'll find all the necessary contact options and resources at this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Best regards,
-Fred

Hi JonathanD,

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

-Ralph

Hello SP24,

Thank you for choosing Sony!

We couldn't be happier to hear that your new WF1000XM5 earbuds are a perfect fit for you! It's a true pleasure to know that they're the best you've ever had. We hope you continue to enjoy a great listening experience.

Best regards,
-Fred

Hi FriendlyGhost, Thank you for the great review! We're glad you like the more compact design, comfortable fit, and amazing sound quality of your Sony WF1000XM5. Thanks for choosing Sony! -Sam

Hello Cshep,

Thank you for choosing Sony!

We couldn't be happier to hear that you've been enjoying your WF-1000XM5 earbuds after your previous earbuds stopped working. It means a lot to us that our earbuds have become a favorite for you, and we appreciate you sharing your positive experience.

Best regards,
-Fred

Hi AnthonyC, Thanks for the wonderful feedback! 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 RaulG,

Thanks for the wonderful review!

We're delighted to hear how you love your WH-1000XM5 headphones and that they work great for you. It's especially rewarding to know that you find them so sleek and smooth to wear.

Thanks for choosing Sony!

Sincerely,
Jenn | Sony North America.

Hi MinaN,

Thanks for commenting! We are so happy to hear your satisfaction with the amazing sound & quality of the WF-1000XM5. We greatly appreciate your input with the companion app.

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.

If there's anything we can do to help or you may need more information/technical assistance with our product, please feel free to contact us and we'll be more than happy to assist you. You may send us an email at socialsupport@am.sony.com with the following:

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

Thank you for your purchase and for choosing Sony!

- Romeo

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

Hi, CodyB,

Thanks for the great review and the 5-stars rating! We are delighted to hear how much you are loving your Sony Earbuds! It is great to hear how they have met your needs so well, and of course, you will enjoy amazing Noise Cancelling feature and Incredible Sound quality!

Thanks for choosing Sony, have a fantastic day!
-DiegoV

Hi Gedeco, awesome! We're glad you like the comfort and sound quality of our product! Thanks for choosing Sony! ~Earl

Hi harley,

That's incredible to hear! We're so glad that the WF-1000XM5 earbuds are the best you've ever had. Your positive feedback is a huge compliment to our team.

Thanks for choosing Sony.

Best regards,
Eliab

Awesome! You've made a great choice, Lucia!

We are truly delighted to hear your satisfaction with the amazing sound quality, very comfortable fit design, 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 you very much for the perfect star review and for choosing Sony!

- Romeo

Hi MKing,

While we are glad to hear your satisfaction with the amazing sound quality and exceptional noise canceling feature of your WF-1000XM5, we are really sorry if you're experiencing some issues. We understand your disappointment and want to ensure you receive the best possible experience with our product. We value your feedback about the earbud tips, companion app, price, and touch control function of the headphones. To ensure you're getting the most out of your WF-1000XM5, we suggest updating its firmware to the latest version. The update enhances the headphones' functionality and features while addressing any performance issues you might be experiencing. For more details, please visit the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/downloads

As for the earbud tips, the earbud tips deteriorate through long-term use and storage. If the earbud tips deteriorate, they cannot achieve proper sound qualities or noise canceling effects. If the earbud tips are damaged and need replacing, please contact your nearest Sony dealer. You can also obtain replacement accessories from Sony Parts and Accessories website. Visit Sony support website > scroll down and select Parts & Accessories.

We want to make sure you’re taken care of and help check on your headphones. May we contact you directly to assist you? If so, please email the below information to socialsupport@am.sony.com. Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

Full Name:
BestBuy Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the WF-1000XM5:

We value you being a Sony customer. Sorry for the inconvenience and hope to speak directly to try to resolve this matter.

Thank you for letting us help assist you.

Sincerely,

Romeo
Sony Social Support

Hi JakeZ, thank you so much for the glowing review! We're thrilled to hear you're enjoying the crisp sound and immersive audio experience of the Sony - WF1000XM5. It's wonderful to know they're bringing such beauty to your daily listening. Thank you for choosing Sony, and enjoy every note! Regards, -Dominick

Hi KennethS,
Thank you so much for sharing your great experience with us! Glad to hear you are enjoying the amazing sound quality and comfortable fit of your WF1000XM5 earbuds. Your satisfaction means a lot to us. Thanks for choosing Sony! - Kris

Hi JasonA,

Thank you for the purchase! We're glad to hear that you like the noise canceling, comfortable design and sound quality of the headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David