A shop in Norwich's Castle Mall has shut and two men have been arrested following a host of complaints from customers about goods not being delivered.
Retail Direct UK was selling garden furniture, barbecues, spas and trampolines at an outlet in the shopping centre as well as on its website.
But customers have repeatedly complained about placing orders for goods which have not been delivered.
MORE: Customers' anger as closure of Retail Direct UK in Norwich's Castle Mall leaves dozens out of pocket
One reviewer on website Trustpilot.com said: 'Extremely disappointed is an understatement. Ordered almost 3 weeks ago in-store. Was promised 3 delivery dates. No show. Had to take time off work to stay home for these dates.'
Another said she had saved for a trampoline for her disabled son but it had never appeared.
And another wrote: 'I ordered garden furniture over two weeks ago and was emailed a delivery date last week so stayed in all day but no delivery. I have called daily and emailed daily since then.'
Retail Direct UK's website states it has a 'generous exchange, refund and returns policy'.
But customers claim their orders simply have not appeared.
Of the 19 reviews on Trustpilot.com, 16 have rated it as one out of five.
On Monday when this newspaper tried to place an order at Retaildirectuk.co.uk a message said it was unable to take payment for our order. The company's phoneline is also not working.
Retail Direct UK's website says it has a 'collection point and showroom' in Castle Mall but when we visited on Monday it was closed.
The general manager of Castle Mall, Robert Bradley, said the shopping centre was helping with the ongoing police investigation.
'We pride ourselves on customer service and quality of retailers and unfortunately on this occasion we have had one which has not quite been up to that standard,' he said.
Retail Direct UK moved into Castle Mall in April through an agency called Shoppertainment but Castle Mall ended the lease last week amid customer concerns.
Mr Bradley said the Mall had worked with the firm at the start to try to address customer concerns.
The company behind Retail Direct UK is called Go Direct Online UK Ltd. It is registered to a London address and was set up in January 2017.
Retail Direct UK has been contacted for comment.
A Norfolk police spokesman said a man in his 20s and a man in his 70s have been arrested in relation to allegations of fraud. The men have been released under investigation while enquiries continue.
•Anyone with information should contact DC Graham Kett at Norwich CID by calling 101.
•Have you had issues shopping with Retail Direct UK? Email our investigations editor Tom Bristow at tom.bristow@archant.co.uk or call 01603 772834.
Comments: Our rules
We want our comments to be a lively and valuable part of our community - a place where readers can debate and engage with the most important local issues. The ability to comment on our stories is a privilege, not a right, however, and that privilege may be withdrawn if it is abused or misused.
Please report any comments that break our rules.
Read the rules here