Customer Ratings & Reviews

Hi ChristopherC,

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 app and noise canceling function is greatly appreciated.

When using the headset, you may hear vibrations transmitted through your body while walking or running, and you may also hear biological sounds such as heartbeats and breathing sounds. This may occur due to the nature of the product and is not a malfunction. When the noise canceling function or Ambient Sound Mode is turned on, vibrations from walking, running, or shaking of the head may be transmitted through the body, and be heard as rattling or popping noises. This may occur due to the nature of the product and is not a malfunction. You may also find this link helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783928.html

Hope this helps. Thank you for choosing Sony!

-Ralph

Hi JuanC,

While we are thrilled to know that you love the amazing sound & quality of our WF-1000XM5, we are really sorry if its design didn't live up to your expectations and if it didn't fit you well. For optimum fit, comfort and to keep the headphones from falling out, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

We truly appreciate your feedback. 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 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

Hello MasonB,

Thank you for choosing Sony!

We're very glad to hear that you're appreciating the exceptional sound quality and stylish design of the WF-1000XM5. You're absolutely right; downloading the Sony Sound Connect App allows you to customize your audio experience even further. We hope you continue to enjoy your new earbuds!

Best regards,
-Fred

Hi JovanyT, thanks for choosing and purchasing our product. We're glad you like the sound quality and fit of the WF1000XM5. We're sorry to hear that you have an issue with the audio playback and noise canceling feature of your Sony unit. Please set the earbuds to “Priority on stable connection” using the Headphone Connect app. Disable Speak-to-Chat feature. The Speak-to-Chat mode starts automatically when you talk to someone. The headset pauses or mutes the music being played. It may sound like the sound skips when this occurs, but it is not a malfunction. Please follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html?search=skip

If the noise canceling effects are not sufficient, please follow this link to isolate the issue:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20canceling%20

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

Thank you so much for sharing your feedback,AngelinaG! We're thrilled to hear that you and your daughter are loving the WF-1000XM5 earbuds and that the sound quality has made such a positive impression. Delivering amazing sound and a premium listening experience is exactly what we strive for with the XM5 series. If you ever want to customize your listening even further, features like the Sony | Headphones Connect app can help optimize fit and sound quality.

Thanks again for choosing Sony—enjoy every moment of your music!

Best regards,
Gus
Sony Social Media Team

Hi JohnJameson, Awesome! We are glad to hear that you are happy with your new WF-1000XM5! Thank you for choosing Sony! -Carl

Hi BigTechFan, Fantastic! We're delighted to hear that you're still enjoying the exceptional quality and performance of your WF-1000XM5 after 8 months of use.Thank you so much for your recommendation and for choosing the best brand, Sony! - Romeo

Hi Tabi, we're glad you like the sound quality of our product. 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 WF1000XM5 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 JosephK, Thanks for the 5-star rating! We're glad you like your new earbuds. Enjoy and thanks for choosing Sony. -Craig

Hi Pioneerelite,

Amazing! We're glad that you are enjoying the sound quality and dedicated app (Sony Headphones Connect) 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 Alex,
Great! It's nice to hear that you are comfortably using our WF1000XM5 and are pleased with the sound quality as well. Thank you for choosing Sony! - Marco

Hi, KhlilH,

Thanks for the review and the 5-stars rating! We are really happy to hear how much you are enjoying your Sony Earbuds' amazing Sound quality and the top-technology Noise Cancelling feature!

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

Hi SaraR,

That's fantastic to hear! We're thrilled you're loving the Sony WF-1000XM5 Truly Wireless Noise-Cancelling Headphones and that both the sound and noise canceling are hitting the mark for you.

We appreciate your honest feedback on the size. While we've worked to make the XM5's more compact than previous models, we understand that "bulky" can be subjective and vary with individual ear sizes. It's great to know that despite this, you still love them overall!

Thank you for your 5-star review! We're delighted you love them overall. Thanks for choosing Sony!
DiegoV

Hi Joey,

That's awesome! You've definitely made a great choice! We are very happy to know that you're well-pleased with the amazing 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 rating and for commending Sony!

- Romeo

Hi UncleDavid, Awesome! We're thrilled to hear that you're enjoying the outstanding performance of your WF-1000XM5. Thank you for choosing Sony! - Romeo

Hi AlexA,

Thank you for the 5-star rating and we're happy to hear that you like the quality of the headphones for your everyday use! We appreciate the positive feedback and thank you for choosing Sony!

-David

Hi Theuser115,

Great! We're glad that you are enjoying the sound quality and battery life 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 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 MiguelC, we're glad you love our product. Thanks for choosing our product. ~Earl