PlatinumWoW made a pretty good summary of some of the problems with Shadowlands a few years back.
Essentially, one of the many problems with it was that it tried to tell a story for which the medium is totally unsuited. Putting emphasis on the narrative in a worldbuilding-led setting and medium was a terrible idea, especially because of the slow pace at which the story updates. If future expansions focus more on the worldbuilding than the central narrative, which they luckily seem to be doing, then the game will benefit immensely from it.