4.4 based on 2,025 customer reviews
308
116
49
138
Excellent
Good
Excellent
Please note: Product reviews may include product variations. Some product variations, services and/or features mentioned within Product Reviews may not be available in certain countries.
Perfect gift
WH-1000XM5 28 December 2025 by Ragg (United Kingdom) Verified Purchaser Verified
Highly recommended The sound is great and ANC is really good
Excellent
Good
Excellent
Failed after 18 months
WH-1000XM5 10 April 2024 by b00541 (United Kingdom)
I love these headphones, they are fantastic but they died after only 18 months. For a premium product that is terrible. The right speaker has stopped working and from looking online it seems to be a common problem with this model.
Excellent
Poor
Excellent
2,148 Customer Reviews
Terrible product
WH1000XM5/S 21 March 2026 by Nunya223 (USA)
This product sucks. I got it for my birthday, app is trash. Attempted to make a Sony account, not actually allowed to. Do not buy.
Hi Nunya223,
Happy belated birthday! We are truly sorry to hear that your experience with your new WH-1000XM5 has been frustrating so far. We want to ensure you can fully enjoy your gift, and we would like to offer you personalized assistance with the application setup for your headphones.
Our team is ready to help you navigate the setup process step-by-step to ensure everything is working correctly for you. Please contact us directly through the link below so we can assist you:
Contact Sony Support:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for considering Sony!
Regards,
Dominick
Great sound
WH-1000XM5 21 March 2026 (United Kingdom) Verified Purchaser Verified
This is my 4th set of Sony headphones throughout the years and in terms of sound quality they are the best yet. I use headphones mostly for TV and movies at night and for music. The XM5’s are a good all rounder and are comfortable for longer periods than my previous headphones. Got them for a bargain price and hopefully they will last a good few years until the XM6’s are heavily discounted as well. Great buy.
Excellent
Excellent
Excellent
Awful Customer Servive- breach consumer rights
WH-1000XM5 19 March 2026 by Ollz96 (United Kingdom) Verified Purchaser Verified
Headphones are great customer service is a JOKE. Case for the headphones broke on first use. Sent an email to customer support, they accused me of being heavy handed and said I had misused the product. Don’t know how if the zip broke on first use. Basically refused to handle my complaint. Will never buy a Sony product again. From other reviews this is clearly how Sony operate.
Excellent
Poor
Poor
Will break just over the warranty
WH1000XM5/B 18 March 2026 by LaurenF (USA)
Do not buy. Way to expensive for such a short lifespan. The plastic casing of the swivel hinge broke 1 year and 2 months in and Sony would not honor the warranty. Once it breaks the headphone will not properly secure to your ear making them ultimately useless. i never worked out in them walked in them. i use them at my desk to listen to music while i work. Don't waste your money.
Excellent
Poor
Poor
Excellent
Hello LaurenF,
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you’ve experienced with your WH1000XM5 headphones. We completely empathize with your frustration regarding the breakage of the plastic casing on the swivel hinge after just over a year of use. While the warranty typically covers manufacturing defects and not damage from wear over time, we want to support you as much as possible.
To assist you further, we recommend contacting our authorized repair partner, Encompass, who can provide repair options that might be more affordable. You can find more information and service options here: https://sony.encompass.com/item/15214669/Sony/WH1000XM5-HBR/.
Please don’t hesitate to reach out if you need further assistance.
Best regards,
-Fred
Excellent at what they do, apart from the food!
WH-1000XM5 17 March 2026 (United Kingdom) Verified Purchaser Verified
Very good. I upgraded from the older 510 series headphones that have no noise cancellation. The NC on the XM5 is excellent and just what I wanted. Minus points - occasionally the band hurts the top of my head and I have to move it after a while. The mechanism - this is well documented and not a major issue as I knew about this when I bought them - but the lack of being able to fold them up is annoying- turn in to fold onto your chest would suffice but they only fold OUTWARDS! So they clasp your neck like a winter jumper. Come on Sony, do better. Sound quality is good, and I look forward to using them each time.
Excellent
Fair
Average
Hi,
Thank you for your feedback.
We’re happy to hear that you're enjoying the sound quality of your WH-1000XM5. Yet, we're sorry to learn that the design didn't meet your expectations; this is not the norm, as we strive to deliver the best quality possible.
However, it's worth mentioning that the XM5 is built with high‑quality, lightweight materials, including the soft fit leather ear pads and a flexible band, designed to provide long‑term comfort and reliability during everyday use.
We recommend checking the following link to learn how to wear the headset properly to prevent any discomfort here: https://cutt.ly/trxZ9hYu
Additionally, you can find the precautions here: https://cutt.ly/Kr3CtGvP
Moreover, we appreciate your feedback regarding the foldable design. Hearing from our customers helps us continuously improve our products to align with your preferences. Rest assured that we've raised it to the concerned team for future consideration.
If you need any further assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)
Nadine @Sony Support UK
Sony WH-1000XM5 Review
WH-1000XM5 17 March 2026 by StaticDave (United Kingdom) Verified Purchaser Verified
I've had these headphones for around three weeks now. Bought these, as fed up with pods falling out. Great clarity of sound and suitably solid bass, which I like. Online reviews suggested they would be better than Bose and very pleased I made the choice I did. Great value for money, as price was discounted and I have a Blue Light card. I would definitely recommend these headphones.
Excellent
Excellent
Excellent
Great product
WH-1000XM5 17 March 2026 by Kush007 (United Kingdom) Verified Purchaser Verified
No issues till now. But, it's still early, a week. Amazing sound, great noise cancellation, and comfortable. Just one issue, can't wear on neck for a minute when I am talking to others. I have to take it off completely. Maybe because of it's size.
Excellent
Good
Good
Good
WH-1000XM5 16 March 2026 by Hegs (United Kingdom) Verified Purchaser Verified
I bought these to replace a set of Airbuds for comfort and sound quality. Still adjusting the sound quality to suit myself and adapting to using them. Controls great comfort good and sound on calls or meetings great.
Average
Good
Good
Hi,
Thank you for your feedback.
We're happy to hear that you are enjoying your WH-1000XM5, and happy with the quality we always aim to deliver! We hope you continue to enjoy it for years to come!
To adjust your sound quality please check the information in the following article to guide you: https://cutt.ly/AtUI7uK8
Furthermore, if you need any assistance, please don't hesitate to contact us using the details here: https://cutt.ly/heoRCkdW (Copy and paste the links in your browser).
Ismail @Sony Support UK
Love it
WH-1000XM5 16 March 2026 by ElyM (United Kingdom) Verified Purchaser Verified
I been looking for a proper headphones as I keep dropping ear buds. Finally bought Sony XM5. Really pleased and enjoyed using it. Comfortable and it icancelled noise efficiently
Excellent
Excellent
Excellent
Nice headphones,but ultimately returned
WH-1000XM5 13 March 2026 by Gpoore3 (United Kingdom) Verified Purchaser Verified
Good headphones,returned due to them feeling like they could very easily be broken due to them just not feeling strong enough.
Good
Average
Good
Hi,
Thank you for your feedback.
We’re glad you enjoyed the performance of the WH-1000XM5. Yet, we're sorry to hear that the design didn't meet your expectations, which led to the return of your product.
However, it's worth mentioning that the XM5 is built with high‑quality, lightweight materials, including the soft fit leather ear pads and a flexible band, designed to provide long‑term comfort and reliability during everyday use.
Please contact us using the details provided at the following link for assistance. We would be happy to provide the necessary support: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)
Nadine @Sony Support UK
Great headphones
WH-1000XM5 13 March 2026 by KatKt3 (United Kingdom) Verified Purchaser Verified
Bought for my daughter, she loves them and has hardly taken them off
Sony
WH-1000XM5 13 March 2026 by Kit2008 (United Kingdom) Verified Purchaser Verified
Ttyghgg. WH-1000XM5 YY2954 ggggyyyhyy. Yyyyyy and the kids are going for the weekend
Best of the Best
WH-1000XM5 07 March 2026 by Sheriffu (United Kingdom)
he Sony WH‑1000XM5 (WH-1000XM5) are premium wireless headphones offering industry-leading noise cancellation, high-resolution sound quality, and strong comfort for everyday use such as travel, work, gym, and entertainment. This version is identical to the standard model but comes with a soft carrying case instead of a hard case. Key highlights include advanced noise cancellation with eight microphones, 30-hour battery life with quick charging, clear call quality using AI voice pickup, and multipoint Bluetooth connection for two devices. The headphones also provide soft-fit leather ear pads for long-term comfort, plus smart features through the **Sony | Sound Connect app, such as adaptive sound control, customizable EQ, and voice assistant support.
Excellent
Excellent
Good
Great features
WH-1000XM5 02 March 2026 by FTSk54 (United Kingdom) Verified Purchaser Verified
Works well and great sound. Would recommend. Źzzzzzz
Excellent
Excellent
Excellent
No for me
WH1000XM5/SME 02 March 2026 by Jn22 (Thailand) Verified Purchaser Verified
I feel headache and nausea after 10 minutes use and I cannot even return the product cause sony thailand do not accept it.
Excellent
Excellent
Excellent
Dear Customer,
Thank you so much for your valuable feedback and for choosing the Sony WH-1000XM5. We’re truly sorry to hear that you experienced headache and nausea after about 10 minutes of use. Your comfort is very important to us, and we understand how concerning this must be.
In some cases, strong noise cancellation, pressure sensation from over-ear headphones, or fit adjustments may cause temporary discomfort for certain users. To help improve your experience, we would like to suggest the following:
Adjust Noise Cancelling settings
You may try switching to Ambient Sound Mode or turning Noise Cancelling off to see if this reduces the pressure sensation.
Go to: Sony | Headphones Connect app > Sound > Ambient Sound Control
Gradually adapt to Noise Cancelling
If you are new to noise cancelling headphones, we recommend starting with shorter listening sessions and gradually increasing usage time.
Check the fit and headband adjustment
Ensure the headphones are not too tight. Slightly loosening the headband position may help reduce pressure.
Lower playback volume
High volume levels may also contribute to discomfort. Listening at a moderate level is recommended.
Regarding your concern about returns, we understand your frustration. Return and exchange policies are subject to the conditions set by Sony Thailand and the authorized retailer where the product was purchased. For further assistance and case review, please kindly contact:
Sony Customer Service: 02-715-6100
LINE: @sonythai
Online Support Form: https://web.sony-asia.com/th/contact-us/?toe=#contactform
Our support team will be happy to review your situation and provide guidance according to your purchase details.
We truly value your feedback and will share your comments with the relevant team, as customer comfort and product experience are extremely important to us.
Thank you again for your support, and please don’t hesitate to reach out if you need any further assistance.
great
WH-1000XM5 26 February 2026 (United Kingdom) Verified Purchaser Verified
really good quality, good build and great sounding
Excellent
Excellent
Excellent
Poor Build Quality
WH-1000XM5 26 February 2026 by MailannaW (United Kingdom)
Bought mine August 2024. I work from home, so I thought these would be excellent to block out some noise. I got a year and a half out of them before they broke. Pros: Noise-cancelling technology, weight, sound, clamping pressure. Cons: Six months before my extended warranty expired, my headset snapped. If you look at the extendable arms, there is a horizontal line where the ear cup can swivel. Just under this line is a piece of angled plastic (with the Sony name printed on it) that connects to the cup itself. This bit is where my product broke. All I was doing was taking them off my head like a normal person. Two hands, slightly open them, and take them off. I have a small head, so I am on the smallest adjustment of the headset, and they don't need to open far for them to come on and off. I heard a snap as I took them off, only to be met with a nasty crack that destroyed the ear clamping potential. The sound was still working fine, but the product had instantly become useless with the snap. I sent in a support email with a picture of the snap. I was told: "Kindly note that this is considered a physical damage that voids the warranty terms and conditions. Therefore, we can only proceed with a chargeable service." This is a physical issue with the design. With enough time and pressure, that angled piece of plastic has a hard time dealing with normal daily stress, and ends up snapping. I know this after visiting several forums, seeing my EXACT same crack on many other customer headsets. I don't actually travel with this headset at all, since I work from home. This headset is taken off, and set into its case on my side table each and every day. It lives a very boring life. I don't take it off with one hand and slap it around like a pool noodle. I thought I'd have a better experience with support, but the response I received only reinforced every negative comment about Sony in the forums over this same structural problem. It's quite disheartening to see so many others with my same issue. It's irritating that this isn't classified as a known issue, either. I didn't even get two years with these things. On top of that, I had swapped from Bose TO Sony for noise-cancelling. This product is far too expensive and lacks the structural integrity of daily use for me to want to purchase from this line or brand again.
Excellent
Poor
Excellent
Hi,
Thank you for your feedback.
We’re truly sorry to hear that your WH‑1000XM5 sustained this kind of structural failure despite being handled with care. We fully understand how disappointing it is. This is certainly not the experience we aim to provide, as we continuously strive to deliver the best possible quality.
Please contact us using the details provided at the following link for assistance. We would be happy to provide the necessary support: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)
Nadine @Sony Support UK
Bad Hinges
WH1000XM5/B 22 February 2026 by Blaket43 (USA)
Headphone broke on hinge, customer support was no help and after further research saw that these headphones have the same issues with the hinges, sad to have to write a bad review of a sony product as i expected higher quality.
Excellent
Good
Poor
Excellent
Thank you for your feedback.
We are truly sorry to hear about the hinge on your WH-1000XM5. As someone who expects Sony quality, hearing that a premium pair of headphones didn't hold up is the last thing we want to hear. We also sincerely apologize that your initial experience with our support team left you feeling unheard—that’s not the level of service we aim for.
While we understand that physical damage is often classified as a non-warranty repair, we take reports regarding build consistency very seriously. Your feedback about the hinge is being shared directly with our quality and design teams to ensure we are meeting the durability standards our customers expect.
We truly value your loyalty to the Sony brand over the years and regret that we missed the mark this time. Thank you for holding us to a higher standard.
Best regards,
Gus, Sony Social Media Team
Great product
WH-1000XM5 21 February 2026 by Jacksrus (United Kingdom) Verified Purchaser Verified
The headpiece slips down but the quality is immaculate
Excellent
Excellent
Excellent
Hi,
Thank you for your feedback.
We're happy to hear that you're enjoying your WH-1000XM5, and happy with the quality we always aim to deliver! We hope you continue to enjoy it for years to come!
Additionally, you can follow the steps here to adjust the headset for your head size and maximum comfort: https://cutt.ly/VtWe5EeM
Furthermore, if any further assistance is needed, please feel free to contact us using this link: https://cutt.ly/heoRCkdW (Copy and paste the links in your browser).
Menna @Sony Support UK
Ok so far
WH-1000XM5 20 February 2026 by pmm10 (United Kingdom) Verified Purchaser Verified
Once you get used to connecting them via bluetooth, they work fine. A lot of features to get used to. Never owned headphones before so not able to compare them. I do find them a little uncomfortable to wear as I have spectacles.
Hi,
Thank you for your feedback.
We’re happy to learn that you're enjoying your WH-1000XM5. Yet, we're sorry to learn that you're facing difficulties when wearing them.
However, it's worth mentioning that the XM5 is built with high‑quality, lightweight materials, including the soft fit leather ear pads and a flexible band, designed to provide long‑term comfort and reliability during everyday use.
You can find how to wear the headset correctly to prevent any discomfort here: https://cutt.ly/trxZ9hYu
Additionally, you can find the precautions here: https://cutt.ly/Kr3CtGvP
If you need any further assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)
Nadine @Sony Support UK
Best noice cancelling,
WH-1000XM5 19 February 2026 by Iyule M (United Kingdom) Verified Purchaser Verified
I bought this earphones two weeks ago before I travel to the Caribbean, I just love it.i have just use it during my flight. Best noice cancellation. Perfect sound and long lasting battery life.
Excellent
Excellent
Excellent
Excellent
WH-1000XM5 18 February 2026 by The Choco (United Kingdom) Verified Purchaser Verified
Perform even better than expected. Light, amazing ANC. Brilliant buy.
Excellent
Excellent
Excellent
Better than Bose
WH-1000XM5 18 February 2026 by Djbimage (United Kingdom) Verified Purchaser Verified
I brought the Bose ultra NC to try, I had the wh-1000xm5 before but wanted to try something different. The Sony is 100% better so I took the Bose back and got the Sony again👍🏼
Horrible. Broke twice within two years.
WH1000XM5/S 14 February 2026 by Florangel (USA)
I bought these headphones in October of 2024. The left hinge broke in April of 2025. I got it fixed through the official repair center that Sony offers and paid 90 dollars. When I got it back from the repair center, it randomly started turning off while in use. In February of 2026 the same hinge on the same side breaks again. Its not like I'm being rough wuth my headphones. I am very careful with them. If they're so expensive, why do they break so easily? This seems to be a common issue with many people as well. This issue should definitely be addressed.
Average
Poor
Poor
Fair
Hi Florangel,
Thank you for reaching out and sharing your experience with us. We are sorry to hear about the repeated issues you’ve encountered with the hinge of your WH-1000XM5 headphones, especially following a previous repair.
While we take your feedback seriously as it helps us identify areas for improvement, it is important to clarify that our limited warranty is designed to cover internal manufacturing defects. A broken hinge is classified as physical damage, which falls outside the scope of the standard warranty coverage.
We sincerely appreciate you sharing these observations with us. Your comments have been noted and shared with our product development team for future consideration.
Thank you for considering Sony!
Best regards,
Dominick
Good features
WH1000XM5/BME 11 February 2026 by Jeff013 (Malaysia) Verified Purchaser Verified
Quite happy with the product and enjoying the music with such headphone
Good audio marred by awful interface
WH1000XM5/B 10 February 2026 by frustrateduser123 (USA)
I bought based on the Wirecutter review. First off: Sound quality and noise cancellation: excellent. So why 2 stars? Everything else about these is extremely frustrating. Can't use while charging. Unintuitive and confusing buttons to turn on, connect to bluetooth, and adjust noise cancellation - after year, I still don't know how to use them (I gave up long ago). "Smart features" are very dumb and auto-enabled: I clear my throat at my desk and music pauses. My default use is plugged in with a wire, no noise cancellation, because the UX of these is so frustrating and continues to frustrate me a year later. Perhaps someone who enjoys tinkering with smart features in an app would enjoy these, but they've been the most frustrating experience I've ever had with headphones and I regret not returning them after getting them.
Excellent
Poor
Poor
Hi there,
Thanks so much for taking the time to share this detailed review and for calling out the excellent sound quality and noise cancellation on your WH-1000XM5. We’re really glad those parts are working well for you.
We’re also very sorry to hear how frustrating the rest of the experience has been. That’s not what we want for anyone using our products.
About not being able to use the headphones while they are charging: this is by design. It helps protect the battery and supports long term performance and safety, which is why audio playback is disabled during charging.
The issue where your music pauses when you clear your throat is most likely caused by the Speak‑to‑Chat feature. This listens for your voice so it can pause audio when you start talking. You can turn this feature off, or change how sensitive it is, in the Sony | Sound Connect app. You can also control Speak‑to‑Chat using the touch sensors on the headphones if that’s easier for you.
For more details, please see this link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000536742.html
For the Bluetooth connection and noise cancelling controls, our technical support team can walk you through the settings step by step and help you set things up in a simpler way that suits how you use the headphones. Please reach out to them here: https://www.sony.net/support-contact
We really appreciate you giving Sony a try and letting us know about your experience.
Warm regards,
Estefany
Amazing headphones
WH-1000XM5 10 February 2026 by LP18 (United Kingdom) Verified Purchaser Verified
I bought these headphones about a month ago and I have zero complaints. Audio is near perfect with noise cancellation being the best I have ever tried. Transparency mode is good and comfortability is also super. Overall these are fantastic headphones and well rounded with only one room for improvement: the physical design. Still portable in their case but foldability would be ideal on noise cancelling headphones meant for portability.
meh
WH1000XM5/B 09 February 2026 by emeb (USA)
Sounds fine. Not the best noise canceling. if you are trying to make calls, don’t buy these - the microphone does not function at all. the automatic turn off stopped working and battery power time shortened about six months in so they die constantly if you don’t remember to turn them off immediately.
Average
Fair
Average
Fair
Hello Emeb,
Thank you for considering Sony products.
We sincerely apologize for the inconvenience you've experienced with your WH1000XM5 headphones, particularly regarding the microphone functionality during calls, the automatic turn-off feature, and the reduced battery life. We’re glad to hear that the sound quality is good.
To help get your device back in working order, we suggest trying the following troubleshooting steps:
Check "Auto Power Off" Settings: Open the Sony Headphones Connect app and verify that the "Automatic Power Off" function is enabled. You can find detailed instructions here: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0002935917.html
Call Issues: For microphone and call-related problems, please follow the troubleshooting steps outlined in this guide: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534697.html
Reset the Headset: Try resetting the headphones to resolve minor glitches. Instructions are available here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html
Initialize the Headset: If resetting doesn’t help, you can initialize the headset to restore factory settings. Learn how here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html
Firmware Update: Ensure your headphones are updated to Firmware Version 2.5.1, which includes important fixes. You can download the update here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/software/00278246
If the issues persist after these steps, we encourage you to contact our dedicated support team for further assistance and advanced troubleshooting. You can find all contact options and resources here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Best regards,
-Fred
DO NOT BUY
WH-1000XM5 08 February 2026 by Drew13 (United Kingdom) Verified Purchaser Verified
Do not buy these headphones. They end up snapping where the earcup meats the headband. Look online for the amount of people that have had this issue with this model. What already expensive headphones Sony charge you to fix them apparently instead of admitting fault and doing a recall.
Good
Poor
Good
Hi,
Thank you for your feedback.
We're sorry to hear that your WH-1000XM5 snapped. This is not the norm, as we continuously strive to deliver the best quality possible.
Please reach out to us directly using the following link so that we can provide you with the needed support: https://cutt.ly/heoRCkdW (Copy and paste the link in your browser).
Menna @Sony Support UK
Arm snapped after just over a year of light use
WH1000XM5/B 03 February 2026 (USA)
I am honestly pretty peeved about this - I paid these headphones off over a year, and as soon as I did and the warranty expired one of the arms cracked and they’re completely unwearable because they don’t fit right anymore. I had the XM3 version of these previously and actually still have them, although the noise canceling no longer works, so I’m really disappointed in the quality of these. Their build is significantly cheaper and less sturdy than their predecessor. And the only option for repair is to send to a third party - who will charge you whether or not they can fix them. I’ve been a big Sony fan for years but I will be switching companies.
Excellent
Poor
Poor
Good
Hi there,
Thank you for sharing your feedback. We're truly sorry to hear about the trouble with your WH-1000XM5 headphones.
Regrettably, damage like this isn’t considered normal wear and tear, so it isn’t covered under the terms of our warranty. We know this isn’t the answer you were hoping for and we're truly sorry we can’t offer a different solution.
Right now, the only way to get your headphones repaired is to send them to our parts supplier, Encompass. They’ll be able to assess the damage and let you know the repair options and costs.
We really appreciate your feedback and support of Sony over the years. We're sorry again for the situation.
Warm regards,
Estefany
Excellent features
WH-1000XM5 02 February 2026 by Aj1212 (United Kingdom) Verified Purchaser Verified
I was very excited to buy the Sony headphones and the colour and the comfort was very good
Excellent
Excellent
Excellent
Good sound quality but broke
WH1000XM5/B 02 February 2026 by K2subra (USA)
I bought this 6 months back and the ear cups broke near the rotating hinge. Its unusable now :(
Hi K2subra,
Thank you so much for sharing all the details about what happened with your headphones. We're really sorry to hear that your WH-1000XM5 broke near the hinge.
Based on the information you provided, this kind of damage isn’t considered normal wear and tear, so it isn’t covered under the terms of the warranty. We know that’s disappointing and we apologize for any inconvenience this causes.
However, we want to help. We’ve partnered with our parts supplier, Encompass, to offer a low-cost repair. This special offer is just for a broken headband on the WH-1000XM5 model and doesn’t apply to other headphone models or different types of issues.
Here is Encompass’s contact information so you can reach out to them directly for this repair:
Phone: 1-866-835-1146
Email: service@encompass.com
Hour of Operations: Monday - Friday: 8:00 am - 6:00 pm EST
Thanks for considering Sony headphones and letting us know about this issue.
Warm regards,
Estefany
New purchase
WH-1000XM5 01 February 2026 by Brizzee (United Kingdom) Verified Purchaser Verified
I found the headphones on EBay. They were a good price due to a damaged box but other than that in perfect condition. I bought them for a holiday in a few weeks. They were easy to set up and very comfortable especially as I wear glasses. The sound and noise cancelling are excellent. Really happy with my purchase
Sometimes finicky but does the job well
WH1000XM5/LME 01 February 2026 by Chie (Philippines) Verified Purchaser Verified
I've been meaning to get this kind of headphones for a while now and I'm happy I did. When it does what I set it to, like if I want to have noise cancelling ON or if I'd rather have ambient noise, the experience itself is good. It's also nice to know that when I speak, the headphones can detect those and audio stops momentarily. I just wish the "auto switcher" or the way it detects when I'm moving would respect when I set it to either noise cancelling or ambient noise. There are times it randomly switches between the two, and it's a bit annoying to have to switch it back manually. But otherwise it's a really good product that I think will last me a few years.
Excellent
Excellent
Good
Great sound
WH-1000XM5 30 January 2026 by Sc2027 (United Kingdom) Verified Purchaser Verified
Great sound. Surprisingly not super loud at maximum volume but that's a good thing for my long term hearing. They are very big - I'd love to see a lower profile version.
Excellent
Good
Excellent
Hi,
Thank you for your feedback.
We’re happy to hear that you're enjoying your WH-1000XM5. We hope you continue to enjoy it for years to come!
Moreover, we appreciate your feedback regarding the size of the headset; hearing from our customers helps us continuously improve our products to align with your preferences. Rest assured that we've raised it to the concerned team for future consideration.
If you need any assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)
Nadine @Sony Support UK
Miss
WH-1000XM5 27 January 2026 by Bobbie28372882 (United Kingdom) Verified Purchaser Verified
Bought these a few weeks ago now. Absolutely love them! So comfy and great noise cancelling in busy gyms.
Excellent
Excellent
Excellent
Great features
WH1000XM5/PME 26 January 2026 (Philippines) Verified Purchaser Verified
I bought this for the noise cancelling function since I live in a busy road and it works both ways
Excellent
Excellent
Excellent
Next level headphones
WH-1000XM5 25 January 2026 by ALSD (United Kingdom) Verified Purchaser Verified
Absolutely stunning headphones! The noise cancelling is on another level to my Sony 710s, whilst maintaining a crisp, rich sound quality. The new features (touch controls, conversation mode, etc) take a little getting used to, but are amazing once you do.
Excellent
Excellent
Excellent
Great set of headphones
WH-1000XM5 25 January 2026 by aaronb110 (United Kingdom) Verified Purchaser Verified
I brought these headphones on special offer in Costco, and I'm glad I did. They are amazing, great sound quality and battery life is good. Only downside I've really found is when using the multipoint connection, it sometimes drops out on one device if the other starts making a sound.
Excellent
Excellent
Good
honest review
WH-1000XM5 24 January 2026 by Aradb22 (United Kingdom) Verified Purchaser Verified
i switched from airpod 3 to these and the sound wuality is amazing however not to say the noice cancelling is bad but from what everyone was saying i would expect to hear nothing when i turned it on but its still every good.
Excellent
Excellent
Excellent
An absolutely incredible pair of headphones; the b
WH-1000XM5 24 January 2026 by flyawayhome (United Kingdom) Verified Purchaser Verified
These are hands-down the best headphones I have ever bought. I am a musician and music producer, so would say I have a sensitive ear to sound quality. The bass is superbly clean, and the trebles are so crisp, it’s like sitting in a room watching a live performance of the artist. The touch screen functions are incredible - the entirety of the right flat side is a touch board! Volume, skipping a track, and more. I love the speak-to-chat function, where your music stops playing momentarily if you are talking, then has a gradual fade when you stop talking in so it doesn’t jolt you. The Sound Connect App allows you to change the EQ in many different ways! So great. Call quality is very crisp; there is just the slightest static to the receiving end. The build and comfort is phenomenal - so soft, cushy, and secure. I got the Midnight Blue, and it looks like a designer pair of headphones! In love. Thank you so much, Sony!
Excellent
Excellent
Excellent
Fragile
WH-1000XM5 24 January 2026 by Bryyzzy (United Kingdom) Verified Purchaser Verified
After buying them I’ve read reviews telling me that they’re very fragile and may break with no chance of replacement or refund
Good
Fair
Average
Hi,
Thank you for your feedback.
We understand your concern and how worrying those reviews can be.
However, it's worth mentioning that the XM5 is built with high‑quality, lightweight materials, including the soft fit leather ear pads and a flexible band, designed to provide long‑term comfort and reliability during everyday use.
You can learn about how to wear the headset properly: https://cutt.ly/trxZ9hYu
Additionally, you can find the precautions here: https://cutt.ly/Kr3CtGvP
If you need any assistance, do not hesitate to contact us using the details provided in the following link: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)
Nadine @Sony Support UK
Sony XM5 Headphone
WH-1000XM5 23 January 2026 by Dhaubanjar (USA) Verified Purchaser Verified
I bought this in 2024 and have no any complaints. Sound is awesome and the best part is, of course, the ANC. Headphone is lightweight so I never had any problems with wearing it continuously for 4-5 hours at my work. Battery backup is also awesome.
Excellent
Excellent
Excellent
Excellent
Excellent
Hello Dhaubanjar,
Thank you for choosing Sony!
We're elated to hear that you are enjoying your WH-1000XM5 headphones. It’s wonderful to know that the sound quality, noise cancellation, lightweight design, and battery life are supporting your workday comfortably. Your experience truly highlights the thoughtful engineering that goes into our products, and we appreciate you sharing your positive feedback.
Best regards,
-Fred
Noise cancelling is the best
WH-1000XM5 23 January 2026 by Kai852 (United Kingdom) Verified Purchaser Verified
Really happy with it had it for a while now and never let me down.
Excellent
Average
Average
Overall Sound Is Amazing
WH-1000XM5 21 January 2026 by Halfaziatic (USA) Verified Purchaser Verified
Overall Sound quality is amazing, but flaw with hinge design. Having to send in my headphones for repair after normal use.
Good
Good
Good
Fair
Good
Hi Halfaziatic,
We are sorry to hear about the issue with your hinge. While we use high-quality materials for the WH-1000XM5, we understand your frustration and are glad you're receiving assistance to restore your headphones soon.
Thanks for choosing Sony.
Best regards,
Eliab
Great
WH1000XM5/LME 21 January 2026 by Cyrus83 (Malaysia) Verified Purchaser Verified
This is the first product i have. Nice and quality product
Nice
WH-1000XM5 20 January 2026 by officialbogdan9999 (United Kingdom) Verified Purchaser Verified
Nice♡☆♡☆♡☆♡☆◇♡☆♡☆♡☆♡☆♡☆♡☆♡☆♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡♡
Excellent
Excellent
Excellent
Brilliant
WH-1000XM5 18 January 2026 by MS442 (United Kingdom) Verified Purchaser Verified
Best headphones I’ve ever had. Would absolutely recommend to anyone. Worth the money.
Excellent
Excellent
Excellent
Great Product
WH-1000XM5 18 January 2026 by Bobbles100 (United Kingdom) Verified Purchaser Verified
I have had this product two weeks. Brilliant sound and great for conference calls. I am happy to recommend
Simply amazing
WH-1000XM5 16 January 2026 by Emacgre (United Kingdom) Verified Purchaser Verified
Just getting used to wearing the over ear style headphones, and loving it so far. Amazing sound!
Excellent
Excellent
Excellent
Bluetooth keeps cutting out.
WH-1000XM5 16 January 2026 by GWBu (United Kingdom) Verified Purchaser Verified
Excellent head phones. Noise canceling is great. However, the blue tooth connection keeps cutting out. I've followed all the advice and the settings are such that it ought to work. No problem with Bluetooth from my phone to any other device. But these city out every 2 minutes. They are becoming unusable
Excellent
Fair
Average
Hi,
Thank you for your feedback.
We’re sorry to hear that your WH-1000XM5 keeps disconnecting, this is not the norm, as we strive to deliver the best quality possible.
Please follow the instructions here and test again: https://cutt.ly/otdbCZQ8
If the issue remains, please follow the below steps:
1- Ensure that the headset is updated: https://cutt.ly/XrxmulV8
2- Reset your headset by following the steps here: https://cutt.ly/wrxmrOSK
3- Initialize your headset: https://cutt.ly/TrxmtOpA
Moreover, if any further assistance is needed, please contact us using this link: https://cutt.ly/heoRCkdW (Copy and paste the link into your browser)
Nadine @Sony Support UK
Top headphones
WH-1000XM5 16 January 2026 by Kj1960 (United Kingdom) Verified Purchaser Verified
As usual Sony excel with their products. Comfortable good fit with excellent sound after adjusting presets to my hearing tastes. 360 audiobsound available
Great Christmas Present!
WH-1000XM5 16 January 2026 by Jimbobothy (United Kingdom) Verified Purchaser Verified
A great set of headphones. Good sound and excellent noise cancellation. Lots of functionality too, although I'm still learning the full extent of what's possible. The headphones come with an excellent case and easy to follow instructions, accessible via a QR code.
Excellent
Excellent
Good
Great features!
WH1000XM5/LME 16 January 2026 (Malaysia) Verified Purchaser Verified
Just purchase this item and happy with the sound - it is sooo comfortable to wear long hours!
Great noise cancellation and really comfortable
WH-1000XM5 15 January 2026 by Sakshi 357 (United Kingdom)
These were great when I bought them months ago, but they became lifesavers on an 11-hour flight next to a crying toddler (10 hours of nonstop crying, no exaggeration). Noise cancellation: 10/10. Battery life: amazing. Comfort: bonus win. Thanks to these, I enjoyed my K-drama and kept my sanity. Highly recommend.
Excellent
Excellent
Good
Superb
WH-1000XM5 14 January 2026 by Naid (United Kingdom) Verified Purchaser Verified
Beautiful product, the quality is so incredible I enjoying the smooth texture of the music
Excellent
Excellent
Excellent
Sound is great
WH-1000XM5 13 January 2026 by Henry001 (United Kingdom) Verified Purchaser Verified
Feels good and light. The sound is 5/5. The design is great too
Excellent
Excellent
Excellent
Sounds incredible and setup was a breeze.
WH-1000XM5 12 January 2026 by MarkWUK (United Kingdom) Verified Purchaser Verified
The headphones sound incredible and setup was a breeze. Packaging was really good and the carry case is a bonus.
Excellent
Excellent
Excellent
Great for the price
WH1000XM5/PME 12 January 2026 by ezk27 (Thailand) Verified Purchaser Verified
I'm very satisfied with the product. The earpads are very comfortable for me and the bluetooth connection is also very good. I don't have to fiddle with settings much like cheap ones.
Excellent
Excellent
Excellent
Excellent headphones
WH-1000XM5 10 January 2026 by PottsyTSOB (United Kingdom) Verified Purchaser Verified
Bought these as an upgrade from the XM3 headphones which I've been using for many years. I've definitely noticed an improvement in sound quality from these new headphones and the noise cancelling is also an improvement over the XM3 headphones. The only thing I'm not so sure about is how comfortable they are for long listening sessions when compared to my older headphones. Overall though I'm very happy with these headphones and would certainly recommend them to anyone looking for great sound quality and noise cancellation.
Excellent
Good
Excellent
Great Value and high quality
WH-1000XM5 09 January 2026 by Santosh11 (United Kingdom) Verified Purchaser Verified
excellent sond linked to an easy versatile app. Head band is fragile and better robustness of product for daily use would be ensouraged.
Very comfortable
WH-1000XM5 09 January 2026 by IeuanJ (United Kingdom) Verified Purchaser Verified
Bought this 2 weeks ago. Very comfortable and good noise reducing benefits