Customer Ratings & Reviews

Hi DonA, we're glad you like our product! Thanks for choosing Sony. ~Earl

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 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 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 Alaska907,

Thank you for sharing your experience with the Sony WF-1000XM5. We're truly sorry to hear that the earbuds didn't provide the fit and comfort you were hoping for. Everyone's listening needs and ear shapes can be different, and while the WF-1000XM5 includes multiple ear tip sizes designed to help with comfort and secure fit, we understand they may not have been the right match for you.

Your feedback is valuable to us, as it helps us improve future designs. We appreciate you giving them a try and hope you'll consider us again in the future for your audio needs.

Thanks for considering Sony products!

Regards,
Dominick

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

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

Hi Reypollo,

You made the right choice! 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 GiselaG, we're glad you like your new earbuds! Thanks for choosing Sony! ~Earl

Hi Farrin, Congratulations! You've made an excellent decision by upgrading to the WF1000XM5. We're truly happy to know that you love these headphones. Thank you very much for the perfect star review and for choosing the best brand, Sony! - Romeo

Hi PhilipD,

Thank you for the 5-star rating! We're happy to hear that you like the quality of your new Sony headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David

Hi JoseR, we're glad your son loves our product. Thanks for choosing Sony! ~Earl

Hi RichardB, we're glad you like your purchase! Enjoy your new earbuds! Thanks for choosing Sony. ~Earl

Hi EmJay631, We are sorry to hear that the WF1000XM5 did not meet all of your expectations and had to return them. This is not the experience that we would like you to have with our premium products and we hope that you consider Sony again in your future purchases.

Regards,
Carl

Hi Dreadful,

We are really sorry if our WF-1000XM5 didn't live up to your expectations. This is certainly not the experience we wanted you to have. We appreciate your feedback with the design of the headphones and we apologize if they didn't fit you well. To keep the headphones from falling out, comfort, and in order to maximize the noise canceling function and sound quality for music and calls, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

As for the battery issue, please refer to link below to troubleshoot why the WF-1000XM5 does not charge:
https://www.sony.com/electronics/support/articles/00298367

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:

We value you, and thank you for your purchase.

Sincerely,

Romeo
Sony Social Support

Hi TechWolf, thanks for commenting! We are thrilled to know your satisfaction with the superb performance of your WF-1000XM5. We greatly appreciate your input with the ambient sound feature of these headphones. Thank you very much for the perfect star review and for choosing Sony! - Romeo

Hi ShawnR,

Great! We're glad that you like the design and connectivity of the headset. Thank you for choosing Sony!

-Ralph

Hi DylanT,

While we are glad to hear your good feedback with the superb sound quality of our WF-1000XM5, we are really sorry if they didn't fit you well. This is certainly not the news we'd like to hear from you. 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:

We value you, and thanks for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi Starrsa297, we're glad you like your new earbuds! Thanks for choosing Sony. ~Earl