Customer Ratings & Reviews

Hi Xvibn, we're glad you like the sound quality and noise canceling feature of our product. We're sorry to hear that you have an issue during phone calls with your Sony unit. Please isolate the issue by following this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779964.html

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:

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 NoahM,

Thank you for taking the time to share your feedback regarding the WF-1000XM5 earbuds.

We appreciate you providing detailed comments on the perceived build quality, fit, sound performance, and the transparency mode functionality. We are truly sorry to hear that you experienced difficulties with these aspects of the product.

We will certainly ensure your valuable comments are shared directly with our product development team for thorough review as we continuously strive to improve future products.

Thank you for considering Sony products!

Regards,
Dominick

Hi Derose,

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

For optimum fit and comfort, make sure that you are wearing the headphones properly. Put the headset unit with the (left) mark into your left ear and the headset unit with the (right) mark into your right ear. The left headset unit has a tactile dot. Adjust the fit of the headset to your ears.
Twist the headset unit to fit it snugly into the ear canal, and adjust the positioning of the headset unit until it fits comfortably. Wait for about 10 seconds for the earbud tip shape to stabilize.

You may also find these steps helpful:

-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.

Hint: The function that determines the optimal earbud tips for you measures the air-tightness of the earbud tips and determines whether or not the headset units are being worn in your ears correctly. Select a size that fits comfortably.

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, GuadalupeR,

Thanks for the great review and the 5-stars rating! We are very delighted to hear how much you are enjoying your Sony Earbuds! Their amazing Noise Cancelling and Sound quality, really makes the difference!

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

Hi Rafael,

Great! We're glad that you like the sound quality and noise canceling function 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

Hello DonaldI,

Thank you for considering Sony products.

We sincerely apologize for the inconvenience you experienced with the WF-1000XM5 earbuds, particularly regarding their tendency to fall out easily and the sound quality issues that prompted your decision to return them. We value your feedback immensely, as it plays a crucial role in our continuous efforts to improve our products. Rest assured, we will share your comments with our dedicated Sony teams for their review as we work diligently to enhance our products.

Best regards,
-Fred

Hi SeanG,

Amazing! We're glad that you are enjoying the 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 NoahJ, That's great! We're very happy to hear you like the incredible noise cancelling feature 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. Thank you for choosing Sony! -Sam

Hi user358591,

We're sorry to hear that the earbuds aren't fitting well despite trying different ear tips. We understand how frustrating it can be, especially with accidental touch controls. For the best fit and experience, please check these guides:
helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html
sony.com/electronics/support/articles/00262839?utm_source

If you need further assistance or have additional concerns, may we contact you directly? If so, please email the following information to socialsupport@am.sony.com. Apologies if you've already shared this information with customer service — we just want to ensure we have your most accurate details:

Full Name:
Username:
Telephone Number:
Additional Information regarding your experience with the earbuds.

We appreciate your feedback and hope to improve your experience!

Sincerely,
Maria

Hi TechNoggins,

Thank you for your comment. We sincerely apologize if our WF-1000XM5 did not meet your expectations. This is certainly not the feedback we hoped to receive. For optimum fit, comfort and to maximize the noise canceling function and sound quality for music and calls of the headphones, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

If there's something we can do to help or you may need 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:

We value you & your input, and thanks for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi PaulF,

Thank you for sharing your feedback. We are sorry to hear that you are having trouble with the fit and noise cancellation of your WF-1000XM5 earbuds.

To improve your experience, we recommend experimenting with the different ear tip sizes included in the box. Finding the right seal is essential not only for a secure fit but also for maximizing the effectiveness of the noise cancellation. Additionally, you can tap the touch sensor on the left unit to toggle your noise canceling settings to better block out background sound.

We hope these adjustments help you get the most out of your headphones!

Thank you for considering Sony.

Best regards,
Dominick

Hi Alexa1,

We regret to hear that you were not satisfied with the WF1000XM5. Your feedback is extremely important to us and is very much appreciated.

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. It is recommended to wear the headset properly.

Thanks for sharing your review and we hope you will consider Sony for your future purchases.

-Ralph

Hi Greg,

We are sorry that you are having issues with your Sony wireless noise canceling headphones. If the sound level is low, please make sure to turn up the volume of both the headphones and the connected device. You can also connect the Bluetooth device to the headset once again. For more steps, you can follow the guide here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html. With regard to your concern about the noise canceling feature, you can follow the suggestions here to further isolate the issue: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html.

We take all user input seriously and will make sure your comments reach the appropriate person. If you are still having the same issue, you can email us at socialsupport@am.sony.com with the following details:

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Vincent

Hi AlexT,
Thank you for your time writing this review. While we are glad you like the WF1000XM5, we're sorry to hear the trouble you are experiencing when pairing the earbuds to your iPhone. Allow us to help troubleshoot the issue.

The WF1000XM5 work well with both Android and Iphone devices. For optimum performance, ensure that the headphones software is updated as it includes key features, applications, bug fixes, and feature improvements. Please try some solutions below to troubleshoot if pairing with a Bluetooth device cannot be done.

Bring the headset and the Bluetooth device within 1 m (3.2 ft) from each other.
If there is a device nearby that has been connected with the headset using LE Audio before, the device may be automatically connected with the headset when the headset enters pairing mode. Turn off the Bluetooth setting of the device with the connection history, and then pair the headset with a new device.
Restart the connected device such as a smartphone or a computer you use, and pair the headset and the device again.
Charge the charging case.
Reset the headset.
Initialize the headset, and pair the headset and the device again.
For more troubleshooting steps, please check this article link:
https://www.sony.com/electronics/support/articles/00298364?utm_source=glean

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 provide the best experience possible. Rest assured that your feedback will not go unnoticed and will pass this to the rest our team. Thanks again for purchasing Sony. - Kris

Hi TSRoll, we're glad you like the sound quality of our product. We're sorry to hear that that you have issues with your Sony unit. This is not the experience we want you to have. We'd like to review your file to better assist you. Please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hello Happy,

Thank you for choosing Sony!

We're glad you're enjoying the WF-1000XM5 earbuds. Their advanced noise-cancelling technology really makes a difference in noisy environments. Your experience motivates us to continue delivering high-quality products.

Best regards,
-Fred

Hello android,

Thank you very much for your kind words. We are very pleased to hear that you are enjoying the WF1000XM5 headphones. It's great to hear that they have made such a positive impression on you. Your experience motivates us to continue delivering high-quality products. Thank you for choosing Sony!

Best regards,
-Fred

Hi EverlynL, we are so happy to hear that you're enjoying the Sony - WF1000XM5! The rich sound quality and noise canceling technology of these earbuds are unbeatable. We thank you for your loyalty, and preference in our Sony products. Regards, -Dominick

Hi Suriel,

You made the right choice upgrading to the WF1000XM5! 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