Customer Ratings & Reviews

Hi KeithR,

You made the right choice with the Sony WF-1000XM5! We're glad that you like the sound quality, comfort, and user-friendly functions 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 S767, we're glad you are happy with your new earbuds! Thanks for choosing Sony! ~Earl

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

Hi BlancaO, fabulous! You've certainly made a great choice! We are truly happy to learn about your satisfaction with the amazing sound quality, exceptional noise canceling feature, and long-lasting battery life of your WF-1000XM5. Thank you very much for the perfect star review and for choosing the best brand, Sony! - Romeo

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 RobialiyahM,

Thanks for your fantastic review! We are so happy to hear you're enjoying your WF1000XM5.

It's great to know you're loving the glorious color and sound quality. Our earbuds were created focused on both the design and the acoustic engineering, so your feedback is truly appreciated by the team.

Thanks for choosing Sony!

Sincerely,
Jenn | 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 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

Hi Nitro,

Fantastic! You've definitely made a great choice! We are extremely pleased to hear your satisfaction with the amazing features and superb performance of your WF-1000XM5. Your feedback with the supplied earbud tips is greatly appreciated.

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 YvanO, Thank you for the feedback on your experience with your new Sony WF1000XM5. We're glad to hear that you like the amazing sound these earbuds delivers. At Sony, we are always looking to improve our product quality and features. We have noted your input about the Google assistant function and will be sure to forward this feedback to the appropriate department.

And we also apologize for any inconvenience that you experienced with some of the features of your Sony WF1000XM5. For touch control sensitivity issues, please follow some of the steps and guidelines provided on this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779987.html

If the Noise Canceling function turns on/off randomly or changes unexpectedly, please follow the troubleshooting steps on this link to resolve the issue:

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00229328

If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:

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

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! -Sam

Hi LucasG, we're glad you like the sound quality and fit of our product. We appreciate your feedback regarding the lack of Bluetooth tracking system on WF1000XM5. This unit is compatible with Fast Pair feature. In one tap, the WF1000XM5 enables quick, effortless Bluetooth pairing with your Android™ devices. You can even check to see where you last placed them. You can find this link helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1001106283.html?search=fast%20pair

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

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 Eric1, Great! We're glad that you like the sound and noise canceling function. Thank you for choosing Sony. Erin

Hi DantheMan,

We're delighted to hear you're enjoying the clear sound and noise cancelling technology on your WF-1000XM5 earbuds—it's great to hear it is helping you block out noise and focus!

Thanks for sharing your positive feedback and choosing Sony!

Sincerely,
Jenn | Sony Social Media Team.

Hi Italianfox, we're glad you like the sound quality, noise canceling feature and comfort 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 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. Thanks for choosing Sony. ~Earl

Hi RaymondG!
It's a truly pleasure to hear that you’re loving your WF-1000XM5 earbuds and finding them comfortable for everyday use!
The quick setup and simple controls make it super easy to start listening right away and their lightweight fit means you can wear them for hours without any hassle.

Thank you for choosing Sony!
Best regards,
Estefany

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 fredB,

Thank you for choosing Sony!

We couldn't be more pleased to learn that you recognize the WF1000XM5 the best earbuds you've ever owned. We're delighted that you appreciate the exceptional noise cancellation and sound quality. Your positive feedback truly motivates us to continue delivering outstanding products.

Best regards,
-Fred

Thank you for your thorough feedback on the WF-1000XM5, Alex. Your observation highlights what many users have noticed: the WF-1000XM5 offers outstanding noise cancellation for music and media playback, as well as excellent audio quality, but the noise cancelling experience can be different during calls.

For general listening, the WF-1000XM5 utilizes advanced processors and multiple microphones to deliver industry-leading noise cancellation and high-fidelity sound, which is widely regarded as some of the best available in its class.

However, it is important to note that, like many noise cancelling headphones, the effectiveness of the noise cancellation features may be reduced during phone calls. This is because the same microphones are often used both for detecting external noises (to generate the anti-noise signal) and for picking up your voice. In call mode, the system prioritizes capturing clear speech, which can allow more ambient noise through for both you and the person on the other end of the call. Some users have reported that, compared to listening modes, noise cancellation during calls does not block out as much background sound.

This design is fairly common among leading brands and helps ensure your voice remains natural and intelligible. Still, user experiences can vary based on fit, environment, and expectations. We always recommend ensuring a proper earbud fit and updating firmware, as this can impact both noise cancellation and call performance.

Thank you again for your honest assessment—your points are very helpful to others considering the WF-1000XM5!

Best regards,
Gus
Sony Social Media Team