Customer Ratings & Reviews
- Model:
- WH1000XM5/S
- SKU:
- 10101960
Rating by feature
- Sound Quality
Rating 4.8 out of 5 stars
- Battery Life
Rating 4.8 out of 5 stars
- Connectivity
Rating 4.7 out of 5 stars
Disappointing interaction with Best Buy
||Posted . Owned for 3 weeks when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.Sales associate up sold me on this headphone. I wanted headphones to connect to my television and he assured me that these were the best available. Only to later find out that they aren’t compatible to connect with the tv Bluetooth. I can’t even return them because I’m outside the 15 day return policy. I got played by Best Buy
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi Angel, we are sorry to hear this. This is definitely not the experience we'd like you to have. Sony values the opinions of customers and is always striving to provide the best experience possible. Allow us to help and turn your experience around.
The WH1000XM5 can be paired to TVs that support A2DP Bluetooth profile. If you're unable to make a Bluetooth connection, please try the following:
Check that the headset is turned on.
Check that the Bluetooth device is turned on and the Bluetooth function is on.
If the headset automatically connects to the last connected Bluetooth device, you may fail to connect the headset to other devices via Bluetooth connection. If this is the case, operate the last connected Bluetooth device and disconnect the Bluetooth connection.
Check if the Bluetooth device is in sleep mode. If the device is in sleep mode, cancel the sleep mode.
Check if the Bluetooth connection has been terminated. If terminated, make the Bluetooth connection again.
If the pairing information for the headset has been deleted on the Bluetooth device, pair the headset with the device again.
Check if the software is updated through headphones connect app.
Reset the headset.
Initialize the headset, and pair the headset and the device again.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534694.html
Should you need further assistance, do not hesitate to drop us an email at socialsupport@am.sony.com with the following details:
Name:
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Model Number:
Issue:
Telephone Number:
Sincerely,
Erin
No for the gym
||Posted . Owned for 1 month when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.They are cool but definitely not for the gym; yo heavy and feels uncomfortable.
I would recommend this to a friendBrand response from SonyListens
Posted .JohanaM, thanks for choosing and purchasing our product. These headphones are not sweatproof nor waterproof. Touching the headset with sweaty hands, or using the headset in situations where the headset may get soaked in sweat may result in malfunction. They can still be used while doing light exercises but not if you sweat a lot while working out. Please take note that these units don’t have an IPX rating.
If you require any additional support in regards to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:
The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing SONY. ~Earl
Scratching sound when making calls or voice note
||Posted . Owned for less than 1 week when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.Scratching sound when making calls or voice note, Bose is way better. Not worth the price.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi Shaimaa, We are sorry to hear that you are experiencing issues with the WH-1000XM5 while making calls. We'd love to troubleshoot the issue and make this a better experience for you. In the meantime. please follow our related help guide link to isolate and troubleshoot the issue: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html
May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:
Regards,
Carl
Disappointed with the Sony WH-1000XM5’s
||Posted .This reviewer received promo considerations or sweepstakes entry for writing a review.The noise cancellation of this headphone is far worse than any other ANC headset I’ve owned and I own 4. I got this to upgrade from my now clicking XM3’s but found out that there is no way to turn off the auto ANC on the headset in order to maximize the noise cancellation. They also sound worse for some reason to me. They will be returned the day after I bought them. I really didn’t expect that I’d need to do that. Very disappointed and upset about the direction Sony is heading with this line of headphones as I use to think that they were the best when it comes to both ANC and sound quality. I’ll have to consider other options in the future.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi AlexisG, this is definitely not the experience we'd like you to have and we regret to hear that you're considering of returning the headphones. We do have troubleshooting steps tht will fix the issues you have encountered.
There is a physical button on the WH1000XM5s. It is labelled NC/AMB. Tapping this button will switch from noise canceling to ambient sound mode. In addition, you'll have full control of the noise canceling/ambient sound by downloading the Headphones Connect App.
For sound related concerns, please try the suggested steps on the Help Guide: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html
We also recommend ensuring the software is up to date. Resetting/Initializing the unit is also recommendation.
We really hope you'll give it a try. Should you need further assistance, please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Erin
Buy QC instead
||Posted . Owned for 9 months when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.These aren’t bad, but they don’t work as well on airplanes as my Bose QC II
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi BillyB89, We are sorry to hear that the WH-1000XM5 did not meet all of your expectations. We'd love to troubleshoot the issue and make this a better experience for you. We would like to reach out to you for assistance, Unfortunately, due to the current Best Buy phishing protocol for your protection, we cannot provide a direct email or phone number for customer support as of now. Please find Sony Electronics' Support information: Go to our support website > click on “Support” > scroll down click on “Contact Support” > click on "headphones" and from there you'll see different ways to contact us.
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Name:
BestBuy Username:
Model Number:
Question/concern:
Telephone Number:
Regards,
Carl
Noise!!
||Posted . Owned for 3 weeks when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.The Noise canceling is not consistent. When I’m in a loud area at work it goes in and out.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi Romance318, We're sorry if the noise canceling is not consistent. This is definitely not the experience we'd like you to have. To troubleshoot noise canceling related issues, please follow the following:
Make sure the noise canceling function is turned on.
Adjust the headset into a comfortable position.
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
When the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions.
To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
With the “Sony | Headphones Connect” app, check the setting of [Ambient Sound Control]. If it is set to [Ambient Sound], the effect of noise canceling is reduced. Set it to the noise canceling mode.
Check with the “Sony | Headphones Connect” app whether the function of the NC/AMB button is set to [Ambient Sound Control].
Because the noise canceling performance is automatically optimized by the Auto NC Optimizer function according to changes in the wearing condition and usage environment, you may notice fluctuations in the noise canceling effect.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html
For further assistance, please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Sincerely, Erin
Disappointed in new Sony wh5
||Posted .This reviewer received promo considerations or sweepstakes entry for writing a review.What a garbage of headphones, way to bulky and way to huge, ear cups are to huge but not much space for ears inside ear cups, and headphones over all are to huge I look funny when I see my self in mirror with this huge headphones over my head, when I’m sitting in chair and move my head left or right (while I’m writing this review ) ear cups are moving around my ears and making space between my head and ear cushions which is unbelievable for ANC headphones, like is gonna fell off my head, unusable with sunglasses because ear cushions making annoying noise because off contacts between sunglasses and ear cushions when I move my head, I’m using same sunglasses over 4 years with many over the ear headphones and never had that annoying noise while wearing sunglasses only with this Sony wh5, comfort can’t even compare with Bose qc45, this headphones just fell like unfinished product in many segments, just can’t believe this is final product for sale, worst headphone felling I ever head on my head, to many downsides for completely new product in premium level and for premium price.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi Bobi021, we regret that the WH1000XM5 did not meet your expectations. This is definitely not the impression and experience we'd like you to have with our premium headphones. We'd love to help you troubleshoot your problem and turn your experience around.
For comfortable listening experience and to keep the headphones from moving, please try adjusting the length of the headphones to get the best fit.
May we also contact you to help and get more information? If, please email us at socialsupport@am.sony.com with the following details:
Name:
BBY Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Erin
Sony new headphones
||Posted . Owned for 1 week when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.It disconnects often from the phone and when I’m listening to music if I speak the music automatically stops.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi ShelleyShabazz, thank you for choosing and purchasing our newest industry-leading noise canceling headphones. We are sorry if you are encountering a connection issue when using your phone with these headphones. This is definitely not the experience we wanted you to have. Allow us to help and turn your experience around.
If Speak-to-Chat is enabled, the Speak-to-Chat mode starts automatically when you talk to someone. The headset pauses or mutes the music being played and captures the voice of the person you are conversing with on the microphones to make it easier to hear. Please note that music playback is paused while the Speak-to-Chat mode is active only when connected via Bluetooth connection.
When the headset does not detect the wearer’s voice for a certain period of time, the Speak-to-Chat mode ends automatically.
If you want to end the mode before that, use the headset buttons or touch sensor control panel.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000536742.html?search=speak-to-chat
If the unit disconnects from the Bluetooth device, please try to reset the headphones. This operation does not delete pairing information. We also recommend ensuring the software is updated. You can check the software version using the headphones connect app.
If the headset does not operate properly even if you reset the headset, initialize the headset.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
Should you need further assistance, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number: Hope this helps! ~Earl
Literally one of my worst purchases ever…
||Posted . Owned for less than 1 week when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.…and probably not because of the hardware. The software needed to get this up and running is so awful and invasive (need to track my location and listening habits to activate ANC?). I have wrestled with the software for three days. Im reminded yet again why im adding Sony to the list of companies im neverbiying from again. Most of the “great” things about this product dont work unless you can log in and i have tried multiple times to no avail. The website keeps crashing. So no ANC. No ability to update settings on headphones. Poor quality audio. Bye Sony! Never again.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi texastrey1836,
Thank you for your time writing this review. We're sorry to hear your dissatisfaction with your WHX1000XM5 headphones. This is definitely not the news we want to hear. Please allow us to help and turn your experience around.
While the WH1000XM5 headphones do have Active Noise cancellation(ANC), there are few reasons why you might be unable to use it:
The noise-canceling effect may vary depending on how you wear the headset. In this case, please take off the headset and put it on again. Make sure to wear the headphones properly.
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
When the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions.
To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
The noise canceling performance is automatically optimized by the Auto NC Optimizer function according to changes in the wearing condition and usage environment.
For low sound quality, please try some solutions on this link:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html
If you are having issues connecting to the Sony Headphones| Connect app:
Update the app and firmware
Restart your headphones and smartphone.
Force stop and clear the app cache
Reinstall the app
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
Good if you don't already have better.
||Posted . Owned for 1 month when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.Compared to my bose these are fair but not worth buying if you already have a good set like the bose 700s
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi cruzero, we appreciate you taking the time to write us your review of your headphones. Please ensure you have downloaded the headphones connect app. You can customize the settings to fine-tune your music. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin
Not worth the price
||Posted . Owned for 2 weeks when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.Not worth the money but decent quality. Very little bass
No, I would not recommend this to a friendNice but not for everyone
||Posted . Owned for 1 month when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.Returned these headphones because they were hurting my ears.
I would recommend this to a friendBrand response from SonyListens
Posted .Hi SIce,
We are really sorry if our WH-1000XM5 didn't fit you well and that it had to be returned. This is certainly not the news we'd like to hear from you. The WH-1000XM5 has a lightweight design, super-soft, pressure-relieving earpads foamed urethane that evenly distributes pressure. Additionally, it features an adjustable slider (left and right) to ensure comfortable fit for long period of time. The step-less slider, seamless swivel and hanger, and silent joints, make it a pleasure to wear. For reasons why your ears may hurt when putting on or wearing headphones, check out the following link:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00015243
We appreciate you and we are hoping you will consider Sony again in your future purchase.
Sincerely,
Romeo
Sony Social Support
- Pros mentioned:Battery life
Not worth it
||Posted . Owned for 2 weeks when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.The M5 doesn't even come close to good quality as the M3. I was very disappointed. The noise cancelation feature is horrible you literally can hear everything. The only good thing is that the battery last longer but for the price is not worth it since the sound quality is fair
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi Vsalsa, We are sorry to hear that the WH-1000XM5 did not meet your expectations when it comes to the noise canceling and battery life. We'd love to troubleshoot the issues and make this a better experience for you. In the meantime, please follow our Help Guide link on troubleshooting the headphones regarding the noise canceling: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html
For the battery level, please follow this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541091.html
May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:
Regards,
Carl
Move around
||Posted . Owned for 1 month when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.ANC isn’t that great should go for the older model. You get the same quality at a better price.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi Musicguy, We're sorry to hear that you're having issue with the WH-1000XM5 Wireless Noise Canceling Headphones. Our WH-1000XM5 wireless headphones with multiple-microphone noise cancelling keep out more high- and mid-frequency sounds than ever. And with Auto NC Optimizer, noise cancelling is automatically optimized based on your wearing conditions and environment. Please refer to this link for more details: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534561.html.
In any case that you need our assistance, please chat with us from Sony’s e-support webpage. I hope this helps! Jay
Compare before you buy
||Posted .This reviewer received promo considerations or sweepstakes entry for writing a review.Comfort is a 7/10. They are really light weight and easy on the ears but the band puts pressure on the head. The straw that is sending these back to Best Buy is the sound. The sound is muddy on the low end. I bought the AirPods Max at thee same time and the Sony's lose sonically hard. I downloaded the app and it still muddy.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi MikeySan, We are sorry to hear that the WH-1000XM5 did not meet your expectations. If you still have the headphones, we'd love to troubleshoot the issue that you are experiencing and make this a better experience for you. In the meantime, please try the steps on our help guide link for the sound quality of the WH-1000XM5: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html
Also, updating the headphones to the latest software version will help improve the overall sound quality of the WH-1000XM5. To check on the updates, please see our software update link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246 (version 1.1.3)
May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:
Regards,
Carl
Horrid noise cancelling
||Posted . Owned for 1 month when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.I paid $400 for noise cancelling. It does decent on certain noises. It is MASSIVELY bad at cancelling music and vocals in the background. I would NOT recommend these if you need it to block out background music....
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi Robert, We're sorry to hear that the noise canceling feature of your WH1000XM5 did not live up to your expectations. If you feel that the effects of noise canceling is not sufficient, please follow the steps on this link to resolve the issue: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html
Please note: The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
Should you need further assistance, please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Regards,
Sam
Don't waste your money
||Posted . Owned for 2 months when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.Product is poorly made. Plastic on swivel arm broke in less than 2 months and the Sony warranty does not cover the repair.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi MICHAELR,
Thank you for your feedback regarding the WH-1000XM5 headphones. We sincerely apologize for the inconvenience you are experiencing with the broken swivel arm. We understand how disappointing it can be when a product does not fulfill your expectations.
While we wish we could do more to assist you, please be aware that the warranty terms limit our ability to cover repairs for this specific issue. We appreciate your understanding in this matter and are dedicated to ensuring our products uphold the high standards our customers expect.
Thanks for considering Sony products and for sharing your feedback.
Sincerely,
Estefany
One of the best headphones.
||Posted . Owned for 5 months when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.I love these headphones I’ve had them for quiet some time now this price may be expensive but there are many reason that it. It has many features and I can say that these are the best headphones I’ve ever owned
I would recommend this to a friendBrand response from SonyListens
Posted .Hi F1sh, Great! We're glad that you are enjoying your new features. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin
Buyer Beware
||Posted . Owned for 3 weeks when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.I am giving this a one star review due to the material on the covering the speakers causing sores from wearing them. this is the third set of headphones i have owned of this line. the material covering the speakers is rough and is irritating my ears. The WH-1000XM and WH-1000XM3 did not cause these sores and were of good quality. Other than the sores these cause, these headphones rock. Just wish i could use them or return them. I would have rated these at a at 5 stars if not for the material issue.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi Shadycat, we are sorry to hear that the material used for the headphones irritates your ears. This is definitely not the experience we'd like you to have.
These lightweight headphones are beautifully finished in newly developed soft fit leather. This material fits snugly around the head with less pressure on the ears while keeping out external sounds. Adjusting them for a personalized fit is easy with a stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear. You may also find the link below helpful: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00015243
May we also contact you to help and get more information? If, email us at socialsupport@am.sony.com with the following details:
Name:
BBY Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Erin
Touch sensor
||Posted . Owned for 1.5 years when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.I love these headphone excepts after less then a year the touch sensor will bug out and start getting pushed wothout anything touching it. I had to return them and sony replaced thrm woth a new pair.... after 6 months they new pair did the same and sony said they wont replace em again... 400 headphones should work flawlessly
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi Marcus, We regret to hear that you are having the same issue with the new pair after 6 months of used. This is definitely not the news we'd like to hear from you. We'd like to know more details from you and find ways to make this into a better experience. May we contact you to help and get more information? If so, please email the below information to socialsupport@am.sony.com.
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
BBY Username:
Telephone Number:
Case Number:
Additional Information regarding your experience with the WH1000XM5
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Sincerely,
Erin