Customer Ratings & Reviews

Hi Shubert,

We regret to hear that you were not completely satisfied with the headphones. Your feedback is extremely important to us and is very much appreciated. For optimum fit and comfort, it is recommended to wear the headphones properly. Twist the headset unit to fit it snugly into the ear canal, and adjust the positioning of the headset unit until it fits comfortably. The most suitable size of the earbud tips for left and right ears may be different. The “Sony | Headphones Connect” app allows you to 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

Thank you for the feedback, Isaiah!

We appreciate you sharing your thoughts on the pricing. Hearing how you feel about the price point versus the value is really helpful, and we will make sure your comments are passed along to our team.

If you ever need a hand with settings or want to check out some optimization tips, feel free to connect with our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for choosing Sony!

Best regards,
Gus, Sony Social Media Team

Hi AlexT,
Thank you for your time writing this review. While we are glad you like the WF1000XM5, we're sorry to hear the trouble you are experiencing when pairing the earbuds to your iPhone. Allow us to help troubleshoot the issue.

The WF1000XM5 work well with both Android and Iphone devices. For optimum performance, ensure that the headphones software is updated as it includes key features, applications, bug fixes, and feature improvements. Please try some solutions below to troubleshoot if pairing with a Bluetooth device cannot be done.

Bring the headset and the Bluetooth device within 1 m (3.2 ft) from each other.
If there is a device nearby that has been connected with the headset using LE Audio before, the device may be automatically connected with the headset when the headset enters pairing mode. Turn off the Bluetooth setting of the device with the connection history, and then pair the headset with a new device.
Restart the connected device such as a smartphone or a computer you use, and pair the headset and the device again.
Charge the charging case.
Reset the headset.
Initialize the headset, and pair the headset and the device again.
For more troubleshooting steps, please check this article link:
https://www.sony.com/electronics/support/articles/00298364?utm_source=glean

Should you need further assistance, feel free to contact us by sending an email to socialsupport@am.sony.com with the following:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

Sony values customers opinion as we always strive to provide the best experience possible. Rest assured that your feedback will not go unnoticed and will pass this to the rest our team. Thanks again for purchasing Sony. - Kris

Hello Xbox, Thank you for sharing your feedback about the comfort of your WF-1000XM5. We're thrilled to hear that you find these earbuds really comfortable to wear! Your input is valuable to us, and we're glad that they are living up to their promise in providing a comfortable listening experience. Thank you for choosing Sony! - Romeo

Hi Stich,

You made the right choice with the WF-1000XM5! 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 TiffanyB,

We are truly sorry to experience that your WF-1000XM5 earbuds have not met the high standard of performance you’ve come to expect from your previous Sony LinkBuds.

We appreciate your honest comments regarding the case design and the grip of the earbuds. Feedback like yours is invaluable to our design team as we look to improve the ergonomics of future products.

To address the audio and call quality issues you described, we recommend the following troubleshooting steps:

1- The "piercing" sound or poor audio quality is often related to the fit or the earbud tips.

Use the "Determining the optimal earbud tips" function in the Sony | Sound Connect app. A proper airtight seal is essential for balanced sound and effective Noise Canceling.

Additionally, ensure your earbuds are updated to the latest version via the app, as firmware updates frequently include "Call Quality" improvements and tuning refinements.

2- If environmental noises like cash registers are being amplified over voices, your Ambient Sound Mode settings may need adjustment:

- Open the Sound Connect app and check your Ambient Sound Control settings. You can toggle "Focus on Voice" to help the microphones prioritize speech over high-pitched background noises.

- Adaptive Sound Control: If this feature is on, the earbuds may be switching modes automatically based on your location. Try disabling it to see if the sound remains more consistent.

3- Distortion during calls can sometimes be caused by wireless interference or a poor Bluetooth "handshake."

In the app, try setting the Service Link or Bluetooth Connection Quality to "Priority on Stable Connection."

If you continue to find the audio quality unsatisfactory after these adjustments, please reach out to our support team so we can look into this further for you:

https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for considering Sony!

Regards,
Dominick

Hi NoelO,

It is unfortunate to know what happened to your WF-1000XM4, and we are really sorry if the fit and supplied noise isolation earbud tips of our WF-1000XM5 didn't live up to your expectations. 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

If there's something we can do to help or you may need more information/technical assistance with our product, please feel free to contact us and we'll be more than happy to assist you. You may send us an email at socialsupport@am.sony.com with the following:

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

We value you & your feedback, and thank you for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi, Ginster,

Thanks for the comment and the 5-star rating review! We are delighted to hear that you are enjoying Your Sony Earbuds! Do not forget to download the Sony Sound Connect app to enhance the experience!
We really appreciate the preference, thanks for choosing Sony and have a nice day!
-DiegoV

Hi ANewBrickForMyDisplayCase, we are truly sorry to hear about your experience with the WF-1000XM5. We completely understand how frustrating and disappointing it must feel to invest in a product, and have it fail in such a short time, especially without the support you were hoping for. That's not the kind of experience we want you to have.
We understand your frustration and want to help in any way we can. We appreciate sharing your honest feedback as it helps us improve.
Please email the information below to socialsupport@am.sony.com so we can better assist you.
Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue/Concern:
We are here to support you! Regards, -Dominick

Hi EricM,

We are sorry to hear that the Noise Cancelling feature on your WF-1000XM5 earbuds is activating at inconvenient times, as this is definitely not the intended experience. This behavior is most often caused by the Adaptive Sound Control feature, which automatically changes the Noise Cancelling settings based on your activity (like walking or staying put); we recommend turning this feature off within the Sony | Headphones Connect App for a consistent experience. Additionally, check the app's settings to ensure the Speak-to-Chat function is disabled, as this temporarily pauses Noise Cancelling when you start talking.

Thanks for choosing Sony.

Best regards,
Eliab

Hi TechNoggins,

Thank you for your comment. We sincerely apologize if our WF-1000XM5 did not meet your expectations. This is certainly not the feedback we hoped to receive. For optimum fit, comfort and to maximize the noise canceling function and sound quality for music and calls of the headphones, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

If there's something we can do to help or you may need information/technical assistance with our product, please feel free to contact us and we'll be more than happy to assist you. You may send us an email at socialsupport@am.sony.com with the following:

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

We value you & your input, and thanks for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi JeremyR,

Thanks for commenting. We are thrilled to know about your satisfaction with the amazing sound quality of your WF-1000XM5. We are sorry if you are experiencing an issue when using them for running. Let's try to isolate and address this problem by following the troubleshooting on this link:
https://www.sony.com/electronics/support/articles/00298368

I hope this helps.

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.

If there's something we can do to help or you may need more information/technical assistance with our product, please feel free to contact us and we'll be more than happy to assist you. You may send us an email at socialsupport@am.sony.com with the following:

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

Thank you so much for your purchase, and for choosing Sony.

Best regards,

Romeo

Hello BrianP,

Thank you for choosing Sony!

We're immensely pleased to hear that you love the WF1000XM5 Earbuds! It's fantastic to know that you were able to get such a great deal with the price match. Your support means a lot to us, and we hope you continue to enjoy your earbuds!

Best regards,
-Fred

Hi Donald,

Thanks for commenting. While we are thrilled to hear your satisfaction with the amazing sound quality of your 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.

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.

Best regards,

Romeo

Hi Great,

Thank you for your purchase and we are honored to have customers like you. We're happy to hear that you like your new Sony headphones. Thank you for choosing Sony and enjoy your headphones!

-David

Hi ChristianR,

Thanks for commenting! You've made a great choice! We are extremely pleased it suits your needs. We are also glad to know about your satisfaction with the superb service of Best Buy.

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

Hi ZacharyM, Thanks for the 5-star rating! We're glad you like your new earbuds. Enjoy and thanks for choosing Sony. -Craig

Hi Deso, thanks for sharing your great experience with the Sony - WF1000XM5! We are thrilled to hear your enjoying the astonishing sound quality with LDAC and High-Resolution Audio. The small, light and beautifully design is perfect for long listening sessions! We hope this continues to be a pleasant experience for you, and thank you for choosing Sony. Regards, -Dominick