Lovable characters: "It's complicated" because, while some of the side characters are arguably lovable, the MC is intolerable. She spends the entire novel jumping to conclusions, acting impulsively, and excusing her own behavior by claiming that her stubbornness is a virtue, even when it puts her and her sister in greater danger. She's rude, self-centered, and extremely difficult to sympathize with or root for.

Diverse characters: "It's complicated" because the author has a weird obsession with showing off how many colors she can list for skin tones. Every single unnamed side character is described by some inane set of words like "the copper-skinned boy," "mocha" "olive" "porcelain" etc. etc.. It essentially feels like she is just filling the room with as many "diverse" looking characters as possible without having to put in the work to incorporate an actual sense of diversity into the story.