Customer Ratings & Reviews

Hi MisterE,

Thank you for the review and we're glad to hear that you like the sound quality of the headphones. Your feedback is greatly appreciated. Please check this article on how to properly wear the headphones.

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

Thank you for choosing Sony!

-David

Hi JLM523!
Thanks for sharing your feedback with us.
It is most rewarding to hear that you are liking the sound quality and the convenient case for your WF-1000XM5! We also appreciate you mentioning the variety of earbud tips provided in the box.

Regarding the noise cancellation, while the WF-1000XM5 offers active noise cancellation (ANC) that effectively reduces ambient sounds, it may not completely block out very loud, low frequency noises, such as those from construction sites, for example.

To improve your noise canceling experience, we recommend using the Sony | Sound Connect app to customize the ANC settings based on your environment.

Thanks for choosing Sony. We hope this helps!
Best regards,
Estefany

Hi Izaac, We're glad that you like the noise canceling function. Sony takes into consideration all feedback to improve the performance and quality of our products. You can also check the battery percentage even if you're not using the app. When the headset is connected to an iPhone or iPod touch over an HFP (Hands-free Profile) Bluetooth connection, it will show an icon that indicates the remaining battery charge of the headset on the screen of the iPhone or iPod touch. The remaining battery charge of the headset is also displayed on the widget of an iPhone or iPod touch running iOS 11 or later. For more details, refer to the operating instructions supplied with the iPhone or iPod touch. Ref: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781966.html?search=battery

Hope this helps.
Erin

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

Hi GeneR,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

Hello ChristopherB,

Thank you for choosing Sony!

We're glad to hear that you're enjoying your WF-1000XM5 headphones, especially their easy tracking and seamless switching between sound settings! It's great to know our design makes everyday use more convenient. We're also pleased that the audio quality has exceeded your expectations. We hope you continue to enjoy the versatility and performance of your WF-1000XM5 headphones!

Best regards,
-Fred

Hi IrvingR, Thank you so much for the 5-star rating! We are glad to hear that you are happy with your purchase! Thank you for choosing Sony! -Carl

Hi Eric,

You made the right choice with the Sony WF1000XM5! We're glad that you are enjoying the noise canceling function and fit of the headphones. 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!

-Ralph

Hi, Carl

Thanks for the review! We appreciate the comments and the feedback as Sony always strives to deliver the best quality products! We are glad you are enjoying your Sony earbuds and its comfortable and lightweight design! Do not forget to download the Sony Sound Connect app to explore all the features and options included!

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

Hello Larry,

Thank you for considering Sony products.

We sincerely apologize for the discomfort you experienced with the WF-1000XM5 earbuds, which ultimately led to your decision to return them. This is certainly not up to the quality standards we strive for, and we take your concerns very seriously. Please be assured that we will forward your comments to our dedicated Sony team for a thorough review as we continue to work diligently to improve our products.

Best regards,
-Fred

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

Hi Mike,

Thank you for your 4-star review of the Sony WF-1000XM5 Truly Wireless Noise-Cancelling Headphones! We're glad to hear you're enjoying the sound quality, which is something we pride ourselves on with the XM5s.

We also appreciate your honest feedback regarding active use. While the WF-1000XM5 are designed with a comfortable and secure fit in mind, we understand that ear shapes vary widely, that is why there are different tip sizes included for you to go with the ones you feel the most comfortable with!

Thanks for choosing Sony, have a great day!
DiegoV

Hi Nick,

Thanks for sharing your 5-star review and experience with the WF1000XM5. We're glad that you like the sound quality of the headphones. It's unfortunate that you were not satisfied with its fit and design. For optimum fit and comfort, it is recommended to wear the headphones properly. 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 also helps you determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.

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

-Ralph

Hi Lino, We're glad that you're enjoying the sound quality, features, and battery life. Thank you for choosing Sony. Erin

Hi Ranman, great! We're glad you like the sound quality and battery of our product! We understand your feedback regarding the bass of your Sony unit. You can configure the Equalizer/CLEAR BASS settings using the Headphones Connect app. Please check this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.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

Thank you for sharing your honest experience, Gris1969.

We sincerely apologize that the WF-1000XM5 earbuds did not provide the long-lasting battery life or reliable connection you expected for your wife, especially when compared to other earbuds you have used. We understand the frustration of having a premium product that does not consistently last the day or maintain a stable connection.

The issues you described, particularly battery drain and connection stability, can sometimes be linked to specific settings or firmware. We encourage you to try the following steps, which often resolve these issues and may improve her experience:

Ensure the earbuds are running the latest firmware using the Sony | Headphones Connect app. Updates often include stability and battery optimizations.

Perform a Reset of the earbuds, and if the issue persists, perform a full Initialization (which restores them to factory settings and deletes all pairing info). Instructions for both can be found in the Sony Help Guide for the product.

Within the Sony | Headphones Connect app, check the following settings as using certain features simultaneously (like Noise Cancelling, DSEE Extreme, or setting the Sound Quality Mode to "Prioritize Sound Quality") will significantly decrease the available operating time. Switching to "Prioritize Stable Connection" can sometimes help with dropouts.

Ensure the charging contacts on both the earbuds and inside the charging case are clean and free of pocket lint or debris, which can interrupt charging and cause unexpected drain.

If these troubleshooting steps do not resolve the short battery life and connection issues, the earbuds may require service. Please reach out to Sony Support directly for personalized assistance or to explore warranty and service options.

We regret that this purchase has not met your expectations.

Best regards, Gus, Sony Social Media Team

Perfect, Devin! 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. We also appreciate your comment about the ear tips. Rest assured it won't go unnoticed as it can help us improve in the future. Thanks for choosing Sony! -Craig

Hi KevinO,

Thank you for your 5-star review of the WF-1000XM5 earbuds! We're delighted to hear that you love the sound quality, which is a core part of the premium listening experience we aim to deliver.

We understand your concern about the earbud tip material. The tips are made from a unique polyurethane memory foam designed to provide excellent noise isolation and a secure, comfortable fit, but we appreciate your feedback and are committed to ensuring you're completely satisfied with your product.

Regarding your concern of finding replacements for your earbud tips, make sure to contact to our Technical Support team at: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones. They can provide you the supplier information and more details about it!

Thanks for choosing Sony, have a nice day!
DiegoV

Hi Heytel,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality and fit of the headphones. Your feedback about the ambient sound control is greatly appreciated. If you are still experiencing the issue, please email us at socialsupport@am.sony.com with the following details so we can help you out:

Name:
Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
-Ralph

Hi JosueA,
Thank you for sharing your experience.

We're delighted to hear your enjoying the sound quality of your Sony XM5 earbuds. However, we're also sorry that you're not satisfied with the battery performance of your earbuds. For issues regarding short operating time, you may find this link helpful: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html?search=battery

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 WF1000XM5.

Thank you for your patience, and we look forward to resolving this issue promptly!

Sincerely,
Maria