Prominent SaaS industry figure and SaaStr founder, Jason Lemkin, has publicly voiced concerns regarding Replit's customer support, despite his significant investment and advocacy for the AI-powered coding platform. In a recent tweet, Lemkin, known for his deep engagement with Replit and substantial monthly expenditure on its services, implied a disconnect between the platform's promised capabilities and the real-world support offered to users pushing its limits.
Lemkin's tweet on July 20, 2025, stated, > "I don’t think they are critical. Replit made promises, and I know I’m pushing the limits, but they are what Replit promised." He further elaborated on the challenges, adding, > "However … if ANYONE had actually reached out to HELP me for real … even just a little, but for real … a lot of my headaches could have been avoided." This suggests a desire for proactive and genuine assistance, especially for advanced users.
Replit has experienced rapid growth, recently announcing it crossed $100 million in Annual Recurring Revenue (ARR) in June 2025, up from $10 million at the end of 2024. This surge is largely attributed to the platform's pioneering role in "vibe coding" and AI-driven software development. Lemkin himself has been a vocal proponent, noting in a recent SaaStr article, "Why I'll Likely Spend $8000 on Replit This Month Alone," underscoring his intensive use of the platform.
Despite Replit's success and high-profile endorsements, user feedback on customer support has been mixed. While some users report quick and helpful responses, others describe significant delays and unresponsiveness, particularly concerning issues with the AI agent and general account problems. Public forums indicate that Replit has faced challenges managing a "huge influx of new users," which may have strained their support infrastructure.
Lemkin's commentary extends beyond his personal experience, touching on the broader implications for companies building in public. He posed questions to his audience: > "Do you ignore it? Do you get defensive? Do you vaguely acknowledge them?" advocating for genuine help and acknowledgment of accurate concerns. His position as a key influencer in the SaaS community amplifies the message, suggesting that even highly valued customers can encounter support deficiencies.