Customer Ratings & Reviews

Hi BlakeS, thank you for sharing your positive feedback on the sound quality and noise cancellation of the WF-1000XM5 earbuds, and for highlighting your concern about the firmness of the ear tips.

Your experience is appreciated—achieving the best fit is essential for both comfort and optimal sound and noise cancellation performance. Sony has provided several recommendations and options for users who find the supplied ear tips too firm or uncomfortable:

- The WF-1000XM5 comes with multiple sizes and types of foam ear tips in the box. It’s recommended to try all included sizes to find the best fit.
- For those who find the foam tips a bit firm, a good technique is to gently roll or compress the foam tip between your fingers before placing it in your ear, which allows the foam to expand for a tighter and more comfortable seal. Some users also note that the foam tips may develop a “break-in period,” softening and conforming better with regular use and warmth from the ear.
- The Sony | Headphones Connect app includes a fit test feature, allowing you to verify ear tip selection and seal digitally, which can help to further optimize your experience.
- Regular cleaning of the tips and checking for the best fit can also help maintain comfort and sound performance.

Sony values your feedback and is committed to ensuring your comfort and satisfaction. If you continue having difficulty with the standard tips, please consider reaching out to Sony Support for guidance on obtaining alternative tips or further assistance.

Thank you for choosing Sony!

Best regards,
Gus
Sony Social Media Team

Hi Jason,
Thank you for your time writing this review. While we are glad you like the sound quality of the WF1000XM5, we're sorry to hear if you are experiencing Bluetooth connection issues and if it sometimes fall out on your ears. Allow us to help make this a better experience.

Make sure that the headphones software is updated as it includes key features, applications, bug fixes, and feature improvements.
Set the headset to “Priority on stable connection"
Remove any obstacles between the headphones and smartphone.
Bluetooth communications may be disabled, or noise or audio dropout may occur under the following conditions.
When there is a human body between the headset and the Bluetooth device
When this is the case, turn the Bluetooth device to face the same direction as the antenna of the headset to improve the Bluetooth communications.
When there is an obstacle, such as metal or a wall, between the headset and the Bluetooth device
In places with wireless LAN, where a microwave oven is used, electromagnetic waves are generated, etc.
Where there are other wireless communication audio devices or other people nearby, such as in train station premises or on a crowded train.
If you are enjoying music with your smartphone, the situation may be improved by closing unnecessary apps or restarting your smartphone.
Connect the headset and the Bluetooth device once again.
Reset the headset.
Initialize the headset, and pair the headset and the device again.

The WF1000XM5 may also fall out or feel uncomfortable during use if you don't wear the unit 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.
Perform [Determines Optimal Earbud Tips] and confirm that [Earbud tips are air-tight.] is displayed.
If the display is a display other than the above, push the earbud tip slowly into your ear canal or replace it with another earpiece and measure again.
Please refer to this link on how to wear the headset properly in your ears: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

We are sorry for the inconvenience and hope to speak to you to resolve this matter. - Kris

Hi DylanH,

We are very glad to hear that you are finding the noise canceling and sound quality to be the best on the market! It is fantastic to know that the EQ settings are helping you get the most out of your audio. We truly appreciate the high recommendation and your enthusiasm for our headphone lineup.

Thank you for choosing Sony!

Regards,
Dominick

Hi Stelyos,

You made the right choice upgrading to the Sony WF-1000XM5! We're glad that you like the sound quality, noise canceling function, and size 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 LiamOBrien,

We regret to hear that you are not satisfied with the WF1000XM5. For optimum performance, make sure to install the latest software version of the headphones (via the Sony Headphones Connect app).

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. If any of this is the case, try the following.

-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. You may also find this link helpful:

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

Aside from having the right fit, the steps on this link may help you have a better experience with the noise canceling function:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

If you still encounter pairing or connectivity issues, please refer to the troubleshooting steps on this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780045.html

The battery life of the headphones may vary depending on the settings and conditions of use. For more information, please refer to these links:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781965.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html

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 Stevesim,

Thanks for sharing your thoughts on the WF-1000XM5 earbuds!

We're so happy to hear you love the amazing sound quality—your feedback is a great endorsement for our brand. We're glad they are working well for your needs, and we appreciate you choosing Sony!

Sincerely,
Jenn | Sony Social Media Team.

Hi lawaia100,
Awesome! Glad to hear that you are having a great time with the superb sound quality, long battery life, and easy controls via the Sony Headphone connect app with your WF1000XM5 earbuds. Thanks for choosing Sony! - Kris

Thanks for the feedback, Rodnew! 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 Mafcolts, thanks for choosing and purchasing our product. We're glad you are enjoying it. We understand your feedback regarding the bass of your Sony unit. If you feel that the bass sound has become insufficient (or that the sound quality has deteriorated), exchange the earbud tips with new ones. You can follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html?search=bass

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:

Thanks for choosing Sony. ~Earl

Hi, EnriqueL,

Thanks for the review and the 5-stars rating! We appreciate the feedback and it surely can be taken in consideration for future references. We are really happy to hear how much you are enjoying your Sony Earbuds and the amazing Sound quality!

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

Hi DallasWing,

It's a true pleasure to hear that your WF-1000XM5 earbuds have delivered excellent sound and build quality for the past two years! We specifically engineer our products for durability, so hearing that they have held up so well, even after multiple accidental drops, is a great testament to their design.

Thank you for sharing your experience and for choosing Sony!

Regards,
Dominick

Hi Wyatt,

Thank you for the purchase! We're happy to hear that you like the sound quality, battery life and application of the headphones. Thank you for choosing Sony!

-David

Hello Straitpaper,

Thank you for choosing Sony!

We're pleased to learn that you’re enjoying the WF1000XM5’s sound quality and found setup so easy. It’s fantastic to know you’re adapting to the hand gestures and consider them a great product. Your feedback is greatly appreciated!

Best regards,
-Fred

Thank you for the review, ForeverMeek2012!

We are so glad to hear that you’re enjoying your upgrade to the WF-1000XM5 and that they are delivering the premium experience you expect. We appreciate your honest feedback regarding the glossy finish; we aimed for a sleek, compact design, but we understand it can be a bit adjustment when handling them. Your recommendation means a lot to us, and we’re happy to have you staying with the Sony earbud family!

Best regards, Gus, Sony Social Media Team

Awesome, NickC!

We are truly happy to hear your satisfaction with the amazing noise canceling feature, 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 so much for the perfect star review and for choosing Sony!

- Romeo

Hi MarkN,

It is truly wonderful to know that the WF-1000XM5 is helping you power through your workouts! We are thrilled that you are enjoying the balance of crystal-clear audio and deep, resonant bass, as we engineered these earbuds to provide a truly immersive soundstage. It is especially great to hear that our best-in-class Active Noise Cancellation is providing the focus you need in a busy gym environment, allowing you to stay in the zone without any outside distractions.

Thank you for trusting Sony.

Regards,
Dominick

Thank you for sharing your feedback, FeAnMa.

We are so pleased to hear that you find the WF-1000XM5 earbuds to be very efficient and that you are happy with the top-notch noise cancellation. We designed these earbuds to provide a premium listening experience with industry-leading noise canceling, and it's rewarding to know that they are meeting your expectations.

We also appreciate your honest comments regarding the comparison to other brands and the value for the money. We will be sure to share your feedback with our product development team.

Thank you again for choosing Sony and for sharing your experience.

Best regards, Gus, Sony Social Media Team

Hi EnriqueC, we're glad you like the sound quality, noise canceling feature and comfort of our product! 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 choosing Sony! ~Earl

Hi Ricardo,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality and weight of the headphones. Your feedback about the Sony Headphones Connect app and design is greatly appreciated. Thank you for choosing Sony!

-Ralph