The art direction is great, they produced a massive amount of assets at a very high quality, the story is great by Diablo standards, the marketing was good, the tech is pretty good.
The player experience is still very good and very high quality. I usually find the only people who complain are the hardcore players. It makes sense because once you've run out of campaign content, you really have to rely on those core mechanics to keep the game going.
A lot of the people involved are competent and have a good track record. I just don't understand why the foundations are shaky. They're not even innovating so much on what an ARPG is supposed to be.