Customer Ratings & Reviews
- Model:
- WH1000XM5/S
- SKU:
- 12202383
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
Customers are saying
Customers frequently mention the exceptional sound quality, comfort, and impressive battery life as major strengths of the product. They also appreciate its lightweight design and effective active noise cancellation. However, some customers note concerns regarding its portability, price, and occasional connectivity issues.
This summary was generated by AI based on customer reviews.
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
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
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
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
Overpriced | Terrible Headphones
||Posted . Owned for 3 months when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.Probably the worst headphones I have own. Sony managed to create the worst possible headphones on the market. They constantly drop in the middle of meetings and calls. The most recent issue is not charging correctly. Yesterday, I was not able to charge them all day. I would recommend getting something different. Because these headphones are not worth the price.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi Liberato, We are sorry to hear that you are experiencing issues with your WH-1000XM5 headphones. We'd love to troubleshoot the issues and make this a better experience for you. If your smartphone or mobile phone supports both HFP and HSP, set it to HFP. This will provide a better experience while receiving phone calls using the headphones.
For reference, please check our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534546.html
For the charging issue, please follow the steps on our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534504.html
Should you need further assistance, 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
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
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
Sounds good but headache
||Posted . Owned for 1 week when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.Sound good but with glasses I get a headache with NC mode on
I would recommend this to a friendNo Regrets
||Posted . Owned for 1 month when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.They do a great job of noise canceling. They switch between my phone and laptop easily. I love the side swipe control. I need to shift them every 45-60m or else my head hurts in that spot but honesty it’s not terrible and I’d buy them again no question.
I would recommend this to a friendBrand response from SonyListens
Posted .Hi TerryT, Great choice! We are glad to hear that you are enjoying your new WH-1000XM5 headphones! 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. Our noiseless design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear. Thank you for choosing Sony! -Carl
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
- 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
Don't do it.
||Posted .This reviewer received promo considerations or sweepstakes entry for writing a review.They only lasted 6 months before the band broke. These were expensive for the band to just break when I was adjusting the headset.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hello Boymom5,
Thank you for considering Sony products.
We apologize for the inconvenience you have experienced with your Sony WH1000XM5 headset. We understand how important it is to have a reliable product and regret that this issue has affected your experience.
We recommend reaching out to Encompass for affordable repair options. They will be able to assist you in resolving the issue at a reasonable cost. Please find the repair information for the Sony WH1000XM5 at the following link: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
Best regards,
-Fred
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
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
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
Broken after 1.5 years
||Posted . Owned for 1.5 years when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.After only a year and a half of owning these the headphones have broken at the hinge point. I’m very disappointed in the quality and durability for the price I paid. My Bose headphones lasted for well over 8 years with the same regular wear, but I thought I would try something new since I liked Sony’s technology and they seemed to be on par with the sound quality of Bose, my mistake. Would not buy these again. 6 months out of warranty, and I’m out $400 and another piece of technology is headed to the trash. Don’t get these, go with Bose.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi JosieH,
Thank you for your time writing this review. We're sorry to hear that your headphones headband hinge is broken. This doesn't happen often and definitely not the experience we want you to have. We'd like to help and do the best possible for you.
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
Great sound quality
||Posted . Owned for less than 1 week when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.My second pair. Sound quality is better than my Bose 45. Has deep bass and clear vocals. Noise cancelling works great, I fly a lot and when these are on, I don't hear the engine noise and fall asleep quickly. Highly recommended
I would recommend this to a friendBrand response from SonyListens
Posted .Hi Kensirey, Awesome! we're glad that you are enjoying the audio quality and noise canceling function of your headphones. 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 for me.
||Posted . Owned for 3 weeks when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.These things were...overpriced and had awful audio quality. Louder music or gameplay made the audio crackle on them and the built in mic was a joke, my friends said I sounded like I was trapped in a tin can. Returned them and got a pair of Logitech for $200 cheaper. They refused to connect to my bluetooth as well without an adapter. They did block noise so I guess they weren't wrong about that.
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi JennaL, We regret to hear that the audio and mic quality did not meet your expectations and had to be returned. This is definitely not the experience we'd like you to have.
We have some recommendations to troubleshoot audio/sound related concerns available on the Help Guide. For future reference, please check our support website or the link below:
https://helpguide.sony.net/mdr/wh1000xm5/v1/en/index.html
Your feedback matters to us as it helps us improve our products.
We are sorry for the inconvenience and we hope that you'll consider Sony in your future purchase.
Regards,
Erin
Only if you like "whistles & bells"
||Posted . Owned for 3 weeks when reviewed.This reviewer received promo considerations or sweepstakes entry for writing a review.Not an easy set up. My husband couldn't figure out how to use them easily, so we returned them
No, I would not recommend this to a friendBrand response from SonyListens
Posted .Hi LittleMac, we are sorry to hear that the setup process for the WH-1000XM5 headphones wasn't as smooth as you expected. We always aim to provide products that are both high-quality and user-friendly, and we regret that your experience didn't reflect that.
If you ever consider giving them another try, we'd be more than happy to guide you through the setup process step by step. Your feedback is valuable and helps us improve, thank you for sharing it. Regards, - Dominick