If you build it people will complain, and engineers have always complained about the product they own/built. We also tend to lump communities by the worst subset of it's members. Facebook: racist boomers, Instagram: Fake influencers, Reddit: Angry nerds, 4Chan: Really angry racist nerds. It's just human nature to focus on the bad in general. Twitter actually used to be widely well received overall (especially when they added in those fact checks that Musk removed). Calling it a "hellhole" is subjective and was not the opinion of the overall population until it actually went to shit, otherwise it wouldn't have been the preferred platform for many politician and news outlets world-wide.