Customer Ratings & Reviews

Hi, Ez2233,

Thanks for your review and for letting us know your thoughts towards the WF1000XM5. This is certainly not up to the quality standards we strive for, and we appreciate you taking the time to share your feedback. Rest assured, we will forward your comments to our dedicated Sony team for their review as we continue to work diligently to improve our products.

Thank you for considering Sony products, have a good day.
-DiegoV

Hi Chris, thanks for choosing and purchasing our product. We understand your feedback regarding the fit and comfort of your Sony unit. Please 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. Please check this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wear

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

Hi AufrisD, great! We're happy that you are enjoying your new earbuds! Thanks for choosing Sony! ~Earl

Hi JasonS,

You made the right choice with the Sony WF-1000XM5! Rest assured that improvements are made to the XM5 for better overall user experience. 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 jeromesk33,

Fabulous! We are very happy to know that you love your WF-1000XM5. We truly appreciate your feedback with the supplied earbud tips. 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 linz,

We regret to hear that you are not completely satisfied with the headphones. Your feedback about the glossy design, fit, and noise is greatly appreciated.

For optimum fit and comfort, make sure that you are wearing the headphones properly. 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. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. For more information, please refer to this link:

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

For the noise that you are experiencing, the troubleshooting steps on this link may help resolve the issue:

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

Make sure to also install the latest software version of the headphones for optimum performance (via the Sony Headphones Connect app).

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 HarryG,

We're sorry to hear that you are having some issues with your WF-1000XM5 earbud headphones and it hasn't performed to your standards. This is not the experience we want you to have. Your feedback is extremely important to us and is very much appreciated.

To ensure optimal performance, as well as to obtain the best fit and prevent the headset from falling out, 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.

Please make sure to follow the guide from this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00262839

By using the Sony Headphones Connect app, you can make few adjustments to your headphones settings to suit your needs. This will give you more control over your headphones and their performance. For more details, you may refer to this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00286844

If you still have the unit and you need further assistance regarding your concern, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi Griffin,

You made the right choice! 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 KevinO, Amazing! We're pleased to hear that you're satisfied with the service! We also appreciate your 5 Star rating and thank you for choosing Sony. Erin

Hi CohenU, we're glad you are enjoying our industry-leading noise canceling earbuds! Thanks for choosing Sony. ~Earl

Hi CrizzyReviews,

Thanks for commenting! We are very happy to hear about your satisfaction with the amazing noise canceling feature of your WF-1000XM5. We truly appreciate your input with the design of these headphones. 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 for your purchase and for choosing Sony!

- Romeo

Thanks for commenting, Teacher35.

You've definite made a great choice! We are thrilled to hear that find our WF-1000XM5 perfect as a Christmas present. 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 DonA, we're glad you like our product! Thanks for choosing Sony. ~Earl

Hi Trendnever,

We're sorry to hear the WF1000XM5 earbuds did not fulfill your expectations, especially in terms of value for money. We appreciate your honesty and understand how important it is to feel satisfied with your purchase. If you ever reconsider or have specific concerns about setup, audio quality, or features, please don’t hesitate to reach out—we’re always here to offer tips or troubleshooting to get the most from your earbuds.

Thank you for considering Sony products.

Best regards
DiegoV.

Hi JerryR,

Thanks for commenting! We are thrilled to hear your satisfaction with the superb noise canceling feature 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 your purchase and for choosing Sony!

- Romeo

Hi NileD,

Thanks for commenting! We are extremely pleased to hear about your satisfaction with the amazing performance of your WF-1000XM5. These headphones feature 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 so much for the perfect star review and for choosing Sony!

- Romeo

Hi FernandoTr, we're glad you are very happy with your new earbuds! Thanks for choosing Sony! ~Earl

Hi Chopper,
Perfect! We're glad to hear that you are having a great time with your new XM5 Noise Canceling Earbuds. Nice to know it suits your needs and expectations. Thanks for choosing Sony! - Kris

Hi CarmenJ,

Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience caused. It's unfortunate to hear about the Bluetooth connection issue you're experiencing with your WF-1000XM5. Also we are sorry if they didn't fit you well. This is certainly not the news we'd like to hear from you. We'd love to help you troubleshoot the problem. To start, if you haven't already, we suggest updating your WF-1000XM5 firmware to the latest version. This 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 Bluetooth connection issue, the following article may help resolve this problem:
https://www.sony.com/electronics/support/articles/00298369

And 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

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