If they had this much trouble figuring out what to do in the beginning they obviously were not listening to what the characters were saying.
Shenmue is an incredible game because of how immersive and expansive it is. You can talk to anyone, go into almost every building, knock on every door, interact with thousands of objects, ect. In addition to that it has a very interesting and engaging story that only gets better and better the further in the game you get. I feel like Shenmue 2 does all this and then doubles it. It was a very unique game for the time and still is even to this day. With me and many other people who played and enjoyed it, its immersion made it very easy to get involved in Ryo's quest for revenge, and the story just made it that much better.
Everyone is entitled to their opinion, but I find this person's critique to be full of hyperbole and misrepresents the game.